Business Profile

Hospital

NYU Langone Health

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Complaints

This profile includes complaints for NYU Langone Health's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

56 total complaints in the last 3 years.
18 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:02/12/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was billed twice for laboratory services dated 8/26/2024. I paid both invoices and later realized that I paid twice for the same date of service. The check #s were *** and *** dated 11/1/2024 and 12/2/2024 respectively. I contacted my insurance company and was informed that I was responsible for one copayment of $25 for that date of service. I contacted NYU Langone Patient Billing by email and by phone at ************ on 1/10/2025 and spoke with ******** who told me that she would escalate this to a supervisor. When I did not get a response, I contacted the customer service number again on 1/27/2025 and spoke with ******. ****** told me that both payments were received however the second payment was applied to a visit in 2020 and no notes were made as to why this payment was applied to 2020. However the check clearly indicated that it was a payment for the date of service dated 8/26/2024. This was done without my knowledge and without my approval, Also, I did not have any bills due when I made that payment. ****** said that she would request that I be refunded for the overpayment of $25.00. It is now 2/11/2025 and I have not received the refund. Attached is a copy of the checks, invoices and the correspondence sent to the billing department.
Customer Answer
Date: 02/21/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

******* *****-*******
Initial Complaint
Date:01/13/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
NYU Langone gave me an incomplete procedure cost estimate in May 2024 prior to a medical procedure (endoscopy) in June 2024. The cost estimate given to me only included the specialist fee for $75 and was missing the cost for anesthesia, which was charged to me subsequently at $803.81.Before agreeing to the procedure, I asked NYU Langone in writing whether the cost estimate included the cost for anesthesia and I received this answer in writing: "Based on the estimate that was uploaded to your chart by our authorization team it looks like your estimated responsibility would just be your $75 copay" and "You will also be receiving sedation from an *** anesthesiologist so your only cost will be the specialist fee of $75 since you do not have a deductible or a coinsurance for in-office procedures". This statement was false and misled me into having the procedure on the basis that the cost of the procedure would cost me $75 only. I subsequently paid for the $75 copay invoice and I have provided evidence to NYU Langone over email, postmail and phone calls to dispute the anesthesia cost for the past 5 months but NYU Langone have refused to remove the charge, and they confirmed there is nothing else they could do. In the meantime they sent the invoice to a recovery agency. I'm hoping that the BBB can help me with removing this at $803.81 charge relating to a service (anesthesia) that NYU Langone misleadingly removed from the cost estimate. Thanks ******* *********
Business Response
Date: 01/30/2025
Good morning,
We have received and acknowledged your complaint. We are directly following up with the patient to address their concerns. At NYU Langone Health, we are committed to providing world-class care to all our patients and their families.
Thank you,

*** ******* ****** **** *** ****** **************** ***** ******************* *** ******************* ***** ** ** *** *** *** ***************************

Customer Answer
Date: 01/31/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because the business contacted me to inform me that they would review my complaint (see attachment) but have done nothing about it yet and have yet to communicate the outcome of their review to me. The complaint is therefore unresolved at this point.
Thank you.
Sincerely,
******* *********
Business Response
Date: 02/03/2025
Good morning,

We have received and acknowledged your complaint. We are directly following up with the patient to address their concerns. The case is still under review. At NYU Langone Health, we are committed to providing world-class care to all our patients and their families.

Thank you,

*** ******* ****** **** *** ****** **************** ***** ******************* *** ******************* ***** ** ** *** *** *** ***************************
Customer Answer
Date: 02/09/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because my request is still under review by the business and the outcome is still uncertain and no final decision has been made by the business.

Sincerely,

**** ******** ******
Initial Complaint
Date:11/14/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had surgery on Nov 3rd, 2023, at NYU Langone Hospital ************************ while logging in at hospital kiosk before proceeding to surgical unit, i was required to pay $263.18 which i did using my credit card (statement copy attached, showing payment made on 11/3/24)In Sep 2024 i got notice from NYU Langone about unpaid amount of $263.18 (copy attached)Once I called, NYU Langone customer service informed me that its due to a mistake in their system and they have already entered comments that amount is paid and in future if I receive any notice/call just ignore it , It is their internal account adjustment issue However last week in Nov 2024, i have a notice from collection agency ******** that $263.18 is unpaid and in collection (notice attached)NYU Langone need to update payment record in their system and withdraw collection notice
Business Response
Date: 11/14/2024
The Better Business Bureau Serving *********************
*****************************************************************>******************

BBB ID ********

Dear BBB Complaint Services,

I am writing in response to ******************** complaint regarding the payment for his Outpatient Surgical procedure.

A thorough review of the account was performed, and ********* will be contacted regarding the dispute.

Thank you again for allowing me the opportunity to respond. NYU Langone Health is dedicated to providing world class care to all of our patients and their families.
Sincerely,

******* *********
Manager, Revenue Cycle Operations
************
Initial Complaint
Date:10/07/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I've had multiple Doctors at NYU Langone cancel on me multiple times (I get a message saying they will be out of the office at the time of the appointment). I have been to many other health clinics / hospitals and never had a Doctor cancel on me once. In August I had a Doctor cancel one appointment, then I rescheduled the appointment, and they cancelled the rescheduled appointment. This is especially an issue when I ask for time off from work for an appointment I booked a few months back only to have them cancel the appointment within a few weeks or a month before it was set to occur. I would go to another facility but NYU Langone has the most locations in my area and treats basically all medical issues that it is kind of unfeasible for me to go elsewhere. I was not really sure what else to do except file a complaint with the BBB. Thanks.
Business Response
Date: 10/23/2024
Good morning,

We have received and acknowledged your complaint. We are directly following up with the patient to address their concerns. At NYU Langone Health, we are committed to providing world-class care to all our patients and their families.
Thank you,

NYU Langone Health
**** *** ****** **************** ***** ******* ************ *** ******* ************ ***** ** ** *** *** *** ***************************
Initial Complaint
Date:09/11/2024
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
NYU Langone sent a bill for $105.50 to Collections which I have been disputing for months. I have texted and phoned and asked for the itemized bills for the $75.98 and the $29.52 labelled ************************** and ******************** My insurance company called as well and after one and a half combined hours of effort, the calls were disconnected. I paid $400 for ** services on 1/16/24 as the copay for my United Healthcare plan. NYU only used $294.50 of that money to pay the ** bill and said I owed the above two amounts. No itemized bills were sent and my health insurance does not have claims for those amounts.
Business Response
Date: 09/11/2024
********* *** **** *** ****** ******** ****** ******* ********************* ******************************* ****************** ***** ******************************* *** ** ********

Dear ******,

I am writing in response to ********************* complaint regarding the billing inquiry for her hospital bill.

A thorough review of his hospital account was performed, and ************************ will be contacted regarding the dispute.

Thank you again for allowing me the opportunity to respond. NYU Langone Health is dedicated to providing world class care to all of our patients and their families.
Sincerely,

*********************************
Manager, Revenue Cycle Operations
************
Customer Answer
Date: 09/12/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Since last Friday I have spent almost three hours between Physician Billing and Hospital billing. I have also requested a Supervior who ever got on the phone. I want to know what the $75.98 charge is for. I have also involved my insurance company. I am a very sick 68 year old who finished Radiation Treatment in June and have heart issues, HBP, acid reflux and have had five abdominal surgeries and two for breast cancer. They will not provide the bill or information on this charge. Doing nothing but upsetting me and making me sick.

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

*******************************

Business Response
Date: 09/17/2024
********* *** **** *** ****** ******** ****** ******* ********************* ******************************* ****************** ***** ******************************* *** ** ********

Dear ******,

I am writing in response to ********************* complaint regarding the billing inquiry for her hospital bill.

A thorough review of his hospital account was performed, and ************************ will be contacted regarding the dispute.

Thank you again for allowing me the opportunity to respond. NYU Langone Health is dedicated to providing world class care to all of our patients and their families.
Sincerely,
********************************* ******** ******* ***** **********
************
Customer Answer
Date: 09/19/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

*******************************
Initial Complaint
Date:06/21/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
When you have an appointment with any doctor with NYU you must pay the copay prior to being seen. If the doctor requests blood work or EKG that is an additional charge. you are not allowed to pay the additional copay at the time of visit. My issue is that when I see another doctor, my copay will be applied to whatever they decide is the oldest bill. It does not get applied to the service I am having done. It is impossible to know what you are paying for. If I pay a copay for my primary care it can be applied to a bill 3-6 month ago and then I am told I owe money for the visit to my primary care doctor when I know I paid at the time of service. I want NYU to stop this type of billing. Listed below is what their billing department sent me.Appointment dates 2/15/24: The $25 copay intended for this service was applied to outstanding balance for date of service 1/17/24 for a EKG that was not collected prior to the service being rendered.2/20/24: Paid in full on 2/20/24 2/22/24: The $25 copay intended for this service was applied to outstanding Radiology Copay not collected by Radiology at the time of service 2/26/24: Paid in full 2/29/24: Paid in full 3/6/24: Paid in full 3/8/24: There were 2 copay's collected this day for $25 each which were applied to outstanding balances for date of serivce 2/15/24 & 2/22/24 re-hab visits - On 4/11/24 a $25 copay was paid and applied back to this date of service to satisfy the balance.3/19/24: Paid in full 3/22/24- Per appointment notes, no copay was collected at the Kiosk for this appointment. However, the $25 copay made on 6/14/24 was applied to satisfy this balance. The outstanding balance of $25 for date of service 6/14/24 was paid on 6/17/24.
Business Response
Date: 06/21/2024
Good afternoon,

We have received and acknowledged your complaint. We are directly following up with the patient to address their concerns. NYU Langone Health is dedicated to providing world-class care to all our patients and their families.

Thank you,
*** ******* ****** **** *** ****** **************** ***** ******************* *** ******************* ***** ** ** *** *** *** **************
Customer Answer
Date: 06/26/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

The person I spoke to stated that their practice of taking a copayment and applying it to any previous visit they choose is wrong. My copayment should be applied to the service I am getting when I pay the copayment.

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

*************

Business Response
Date: 08/09/2024
Good afternoon,
We have received and acknowledged your complaint. We are directly following up with the patient to address their concerns. NYU Langone Health is dedicated to providing world class care to all our patients and their families.
Thank you,
*** ******* ****** **** *** ****** **************** ***** ******* ************ *** ******************* ***** ** ** *** *** *** **************
Initial Complaint
Date:06/14/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I participated in a Study [#S21-00454 - Elucidating Neural Mechanisms and *** Differences in Response to Mindfulness Based Stress Reduction in Generalized Anxiety Disorder] with NYU Langone Health. Upon completing the Study, I was supposed to have been paid for my participation. The Study ended on April 14, 2024. It has been 2 months (it is June 14, 2024) and I STILL have not been paid. *** Langone Study staff have told me several times that their ****************** approved. Documents are attached to this complaint filing. Includes a document named - MBSR Neuroimaging ICF tracked on 9.25.23_Clancy, *****.pdf - Page 11 of this document, section 10 indicates payment schedule. I attended ALL screenings, baseline studies and classes. I am OWED money for my completed participation. The documents attached also contain email exchanges between myself and members of the *** Study, and as you can read, I'm getting the run-around about the money that is owed to me. *** is REQUIRED to DELIVER PAYMENT.
Business Response
Date: 06/28/2024
**** ***** **** *** ****** ******** ****** ******* ********************* ****************************************************************************************************** *** ** ********

Dear,

I am writing in response to ********************** complaint regarding the payment for her research study participation.

A thorough review of the account was performed and **************** will be contacted regarding the dispute.

Thank you again for allowing me the opportunity to respond. NYU Langone Health is dedicated to providing world class care to all of our patients and their families.
Sincerely,

*********************************
Manager, Revenue Cycle Operations
************
Initial Complaint
Date:06/10/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
NYU Billing is charging me for service not provided 01/11/24: Shingrix Vaccine - Vaccine administered by a nurse - Not seen by my doctor (******************)04/08/24: Bulling Statement stated that I received 2 checks totaling $728. - $590 for the vaccine - $138 Administrative Fee Please Note: This is very misleading information. I didnt receive checks from Emblem Health totaling $728. Emblem sent $7.75 check. I was informed that I have to pay a co-pay of $50. Multiple messages to NYU Billing via NYU My Chart. When I phoned Emblem Health, I was informed that ******** didnt cover Shingrix Vaccine. The Administrative Fee was because I was seen by a ***************************** I do not know this person and I wasnt seen by ****************** on that day. Multiple Messages sent to ****************** to clarify information but, I got responses from staff and not him. Not sure if my messages were relayed to him. 05/13/24 NYU Billed me for $57.75 and was paid via My Chart Patient Portal. . 0 Balance left Few days ago,I got a message from NYU Billing via My Chart that I owe them the remaining balance. - ******************************** PS I phoned CVS and ********************* Pharmacy recently. The cost of Shingrix Vaccine is only ~$200. NYU has no shame charging patients for service not done and charging patients triple the price because of Administrative Fees
Business Response
Date: 06/12/2024
Good morning,

We have received and acknowledged your complaint. We are directly following up with the patient to address their concerns. NYU Langone Health is dedicated to providing world-class care to all our patients and their families.

Thank you,

NYU Langone Health
**** *** ****** **************** ***** ******************* *** ******************* ***** ** ** *** *** *** **************
Initial Complaint
Date:05/31/2024
Type:Service or Repair Issues
Status:
UnresolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
*** Langone ******* has failed to disclose important information about pricing before my visit. Because of this I was quoted by my health insurance provider incorrect out of pocket expense. The *** Langone Chelsea ****** did provide the correct procedure codes for doctor's ****** visit and scratch testing, but didn't disclose that each procedure code for scratch testing represent one allergen testing. There should have been a disclosure that I could be charged for multiple scratch testing, but it wasn't disclosed. Therefore I was quoted incorrectly by my insurance provider and was charged a lot more than my expectation. I did reach out to doctor's ****** initially for more transparent out of pocket cost but doctor's ****** did not provide any information and replied I need to call my health insurance. I understand that the cost will depend on the consultation I would have with the doctor on the day of visit, but all information that could potentially affect the bill should have been disclosed to the patient for transparent pricing.
Business Response
Date: 06/03/2024
Good morning,
We have received and acknowledged your complaint. We are directly following up with the patient to address their concerns. NYU Langone Health is dedicated to providing world class care to all our patients and their families.
Thank you,
*** ******* ****** **** *** ****** **************** ***** ******* ************ *** ******************* ***** ** ** *** *** *** **************
Customer Answer
Date: 06/05/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
It is true that they are in direct communication with me regarding the issue I raised. However when the billing department reached out to me, they insisted that patients are responsible to know what questions to ask in order to get pricing information. I replied that as a patient who is not in medical industry, I wouldn't know what questions to ask, or know if there is a hidden pricing for my visit. I understand that pricing depends on the consultation I would have with a doctor on the day of the visit. However, given NYU Langone is a big organization, I expect that they deal with a lot of first time visitors like myself. They should be transparent about all potential out of pocket cost before visits. I clearly stated that I wanted to know my out of pocket cost for my allergy test before I visited therefore I requested for procedure codes for doctor's office visit and scratch testing. They did provide information I requested but failed to disclose that they would be charging for each scratch test individually. As a first time visiting patient, I'd assume that scratch testing is priced as a whole, not individually per allergen. The person on the phone from the billing department insisted that it is my responsibility to ask all these details about pricing, but as a first time visiting patient who is not in a medical field how am i supposed to know what questions to ask. The person kept disagreeing with me, when I asked the person if I could speak with someone else in the department she hung up the phone. She didn't say when they will call me back, so I'm not sure if I'm supposed to keep on waiting for the call. They claim that they provide world class level customer service for their patients but I don't feel like that statement is very true in my situation. Please have someone follow up with me and provide solutions to my concern. Thank you.

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

*****************
Initial Complaint
Date:04/16/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have a chronic illness (Asthma) that Ive had my entire life. It shows on every medical chart that Ive ever had. I saw a doctor ************ at *** Langone in October which he saw I had this illness. I didnt ask in October because I had a supply. I reached out about a month ago to ask for a prescription of the medication that Ive been using since Im running out. Instead of issuing the prescription via their app, theyve been giving me the run around and now they want me to come in for a visit which means they just want to bill my insurance which is completely ridiculous! I want a prescription thats been issued and I should not have to be billed for that! Very bad business!!!
Business Response
Date: 04/16/2024
Good afternoon,
We have received and acknowledged your complaint. We are directly following up with the patient to address their concerns. NYU Langone Health is dedicated to providing world class care to all our patients and their families.
Thank you,
*** ******* ****** **** *** ****** ******* ** ***** ***** ******* ************ *** ******************* ***** ** ** *** *** *** **************

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NYU Langone Health is NOT a BBB Accredited Business.