ComplaintsforUC Health

• Initial Complaint

  07/24/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I phoned UC Health at **********,, 7/18 while away on vacation to make a doctor's appointment. The representative by the name of Bonnie, is extremely rude. In fact, her unprofessional behavior is literally hindering me from getting in touch with my doctor. She disconnected the first call thst I made. I called back and asked for the supervisor and she escalated again. This is so unacceptable and I need some assistance immediately to intervene.in this situation.

  Business response

  07/25/2024

  Good afternoon, 

  I have reached out to the patient.  I discussed her situation and was able to assist her.  She was happy with the outcome.

  Thanks, Matt

• Initial Complaint

  07/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On June 13, 2024, I had a doctor visit with ENT Dr. Katie P*******, MD at UC Medical Center. When making this appt, I was told that my insurance was in-network, and that it also involved a facility fee. I inquired about this facility fee on the phone and in-person to which I did not receive an amount. I was told all was good as I was in-network. I also inquired about the cost of the appt, which I did not receive an answer. In the spirit of price transparency, I looked on their website for costs...facility cost amt. is listed nowhere. You need med codes and/or words to look up prices for things, both of which I did not have. I looked up sinus, sinus infection, etc,, to which nothing really came up for cost look up. In the appt., she looked in my ears and mouth and nose...a typical doctor thing to do. They called this a surgical procedure without biopsy. I spent about 15 min with this doctor who looked in my nose. She said she got verbal permission for a surgical procedure (I now know they called it a Nasal Endoscopy) which was not discussed ($377 / my portion $273.04). That breakdown is Office Visit for 30 min (but it was nowhere near 30 min), $193 & procedure, $184. Although ridiculous, I would be willing to pay that (IF they adjusted the pricing on the actual amount of time spent to 15 minutes, which is more the truth). But what is completely outrageous is the $890 facility fee!! I spent 15 min with a doctor who claims to do a procedure and claims to have seen me for 30 min and then I have to pay a facility fee of $890!! That is outrageous, it is not transparent on their part on the website, and I asked two different people what that charge would be and they could not tell me. They are really trying to get people at their lowest. This was not transparent and is extremely unethical. I would be willing to pay the other costs if adjusted to 15 min, and I would even pay for the medical procedure that I was not aware of, but not this facility fee. It's unethical!

  Business response

  07/21/2024

  Good afternoon, I was able to call ***** ********* and was able to resolve her complaint with UC Health.  The issue has been resolved.

  Thanks, Matt

  ###-###-####

  Customer response

  07/24/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution was probably not your best effort. Your billing of the $890 for a 15 minute appt as a facility fee was extremely unethical. Then you tacked on almost $400 more for a 15 minute appt you claimed to be 30 min for a surgical procedure that no other doctor sees as surgical that you said I agreed to and I did not. You were not clear up front about anything, and the $290 I agreed to pay in the end was also unethical, and I should not have had to pay that much. I would suggest in the future to train your staff on transparency. And unless I am dying and in need of your services, I will not be back.  
  
  Regards,
  
  ***** *********
  

• Initial Complaint

  09/10/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I am a 77 yr old veteran, a cancer survivor, I have one lung, COPD, (2) artificial shoulders, one artificial hip, Peripheral arterial disease with stents in both legs, severe arthritis from my toes to my nose. My wife is 86 yrs old, also a veteran, going through surguries to try to save her eyesight, and she recently had a pacemaker installed. We have NOTHING, no pensions, no inheritance, nest egg Nothing. We live on Social Security and nothing else. By being a Veteran, I get my health care through the VA. Because of my age and health issues, the VA sent me to UC Health Med Orthopidics (Cincinnati) for my shoulder replacements. Dr G**** performed both of my shoulder replacements and about the time I had my second one done, I started getting bills from Dr G**** for hundreds of dollars. The VA pays for all of my bills, so I called his office and explained the situation to his office manager who said she would check into it. Of course, she never called back, so the next appointment, I asked Dr G**** about it and he said he would check on it. Of course, he never replied, so the next time I went in, I took the latest bill with me and gave it to him and he said he would check it out, and again, no reply. On July 8th, I went in for my appointment and again asked him about the charges. He became very defensive, and ordered me out of his office. Four days later I received a letter from him dismissing me as his patient. I do not owe this man anything. I don't know why he is doing this. It was turned over to a Collection Agency (****** * ******), and I get calls from them on Saturday and Sunday mornings, at night, constant harassment. Since receiving the "dismissal" letter, I have received three calls in two days from the Collection Agency. I don't know what to do. We have no money, I can't get an attorney. My step-son is trying to help, but he can only do so much. Dr. G**** is a good surgeon, but he is not a good Doctor, nor is he a good Man.

  Business response

  09/21/2022

  Good morning,

  I called the patient and spoke with his wife, *******. ******* directed me to his son, *******. ******* is working on his accounts, I have placed a hold on his accounts while ******* works with the VA to get an approved authorization. The son considers this issue resolved with the BBB.

  Please let me know if you have any other questions.

   

  Thanks, Matt C******

  ###-###-####

  Customer response

  09/21/2022

  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. 
  
  Regards,
  
  ***** *******
  

• Initial Complaint

  08/11/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On June 13, 2022 I called UC health and spoke with Rhonda to make a payment on a bill received for my son for $30. Payment taken in full. I was asked if I wanted to pay other balance on my account for "$13.37". As this seemed like a nominal amt., I okayed and gave the same health care acct payment info. When she read the amount of $1337.88 back to me, immediately after processing, I said I had only authorized the payment of $13.37. She apologized but was unable to reverse. I called UC health billing again on 6/15/2022 and spoke with Jason. I am under the impression that he listened to the recording of the phone call on 6/13 and told me I was due the refund to my healthcare card. on 6/16/2022 I sent a message via "mychart" (UC Health online communication) which was viewed by Barbie, requesting same refund. Today (August 11, 2022) checked account and still no refund. I called UC Health again to find out why and spoke with Melissa. She said this refund was denied by Jack in the refund dept. on June 17. I do not understand the additional "medical assistance" plans I have been put into by the insurance companies. I fully intend to pay what I must, however, until this is rectified by UC Health and insurance, I do not want to pay the additional $1324.51 that I was charged (what UC health charged less what I gave permission to charge). Melissa said this will not be refunded as "this is what I owe". I believe this is in error and did not authorize UC Health to take this amount from my account. I would like the refund to go back to the method of payment.

  Business response

  08/15/2022

  Good afternoon, I have called and spoken with *** *****. I am working with her and her insurance company on this matter.  Se is fully aware that I am replying back to you in this manner.  Let me know if you need any additional details.

  Customer response

  08/15/2022

  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. 
  
  Regards,
  
  ** *****
  

*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. ↩