Business Profile

Clinic

UPMC Health Systems

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Clinic.

Complaints

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

Customer Complaints Summary

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

If you've experienced an issue

Submit a Complaint

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:04/01/2025
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.
UPMC has been sending medical provider bills meant for me to the wrong address, all the while giving me no way to update the wrong address the business continues to use. I have serious concerns regarding the wanton disregard this business shows for my personal medical-related information by continuing to send bills with my personal medical-related information to an address that is not mine. Please help me get UPMC to stop doing this.
Business Response
Date: 04/01/2025
Dear *** ******,

We are in receipt of the complaint reference ID ********.

Please note there is no HIPAA release attachment with this complaint; therefore, we cannot proceed with our review at this time. We ask that the complainant provide his/her signature on the HIPAA release form and return to us so we may begin our review of his/her complaint.

Warm Regards,

UPMC Office of Ethics, Compliance and Audit Services
Initial Complaint
Date:01/23/2025
Type:Billing 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.
I went to *******************, specifically the *********** Sleep Lab, at the urging of my physician, to have a sleep test performed, to check for sleep apnea. I received a surprise bill in the mail for $1,422.55, despite having insurance, and completing an at-home sleep study test, which I completed on my own. I have asked for a break down to understand how and why they are charging this ludicrous amount for a procedure that I performed myself. I was told: we have no idea, prices are what they are, and are set by someone at corporate, in Pittsburgh. I asked why I wasn't informed of the price prior to having the procedure done. I have had several CT scans performed by **** in the past, and prior to having the procedure they always supplied a breakdown of costs. If they didn't do that, ANY REASONABLE PERSON would infer that the costs would not be this outlandish, maybe several hundred dollars at most. CT scans alone cost several hundred dollars, and that is using highly advanced machinery, with a lab tech present. For those procedures, the cost was disclosed ahead of time. Any reasonable thinking adult would not expect prices to be that much for a simple procedure that requires no doctor, no lab tech. They should be able to break down exactly what is costing that much if they are charging roughly $1,500 for a simple test. The results are analyzed by computer. Charing several hundred dollars max, for the equipment and for someone to read the results, is reasonable. THEY OBIVIOUSLY KNEW that they charge A LOT for an at-home sleep test, and yet didn't disclose the amount ahead of time. When I have had other CT scans done, they disclosed price prior, without even being prompted to do so. It was reasonable to believe their policies regarding informing patients of costs would be uniform across offices/locations, especially for high-cost procedures. They need to be transparent about high-cost procedures, as it is not obvious a sleep test would incur such charges.
Business Response
Date: 02/04/2025
Dear ***** ******:

This is UPMCs response to the complaint filed under Better Business Bureau ID number ********, filed on January 23, 2025.

Upon receipt of these allegations, the case was investigated by UPMC.

The patients services were billed to the insurance on file. The billed charges were reduced to the insurers allowed amount according to the contractual agreement between the insurance company and ***** The insurance adjudicated both claims as deductible.

Our records indicate that the patient did not request an estimate from UPMC prior to the services. Price estimates for services are available on the ******** website or by calling **************, Option 5.

If the patient needs assistance with the outstanding balances, **** has interest free payment plans, and a generous financial assistance program. Patients can call UPMC Customer Service at ************** to learn more.

We thank you for this opportunity in allowing us to review and resolve this patients concerns.
Sincerely,
UPMC Office of Ethics, Compliance and Audit Services
Customer Answer
Date: 02/04/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
It appears that the entire context of my issue, that was clearly set forth, has been ignored. My questions, in effect, have gone unanswered by UMPC **********. I am requesting a breakdown of how such an absurd amount has been arrived upon. What makes up this charge? How do they charge someone roughly $1,500, when the patient performs the entire procedure themselves? WHAT CONSTITUES THIS AMOUNT?

WHY IS THERE A DISCREPENCY BETWEEN OFFICES, IN REGARDESS TO PRICING POLICY? Other **** offices have always presented the cost of such an unusually high procedure ahead of time, as I stated in my prior message. It was not an MRI or CT scan. Companies shouldn't just be making up prices they pull out of thin-air and charging their patients. Something has to support the price. The amount charged is outrageous; the lack of consistency between office locations and the inability to directly answer my questions, even more so.

"Our records indicate that the patient did not request an estimate from UPMC prior to the services."
I have not received an answer, in regard to consistency across offices. Why have offices in the past presented high-cost procedure amounts to me, WITHOUT ASKING, and then offered a discount for payment before the procedure. In the past, high-cost procedures have been made aware to me beforehand. Why would it be any different this time? Why would I, or anyone else for that matter, not expect the same?

"The patients services were billed to the insurance on file. The billed charges were reduced to the insurers allowed amount according to the contractual agreement between the insurance company and ***** The insurance adjudicated both claims as deductible."
The lack of transparency and forwardness with regard to pricing and policy, together with ****'s apparent ability to assign whatever price amount they want, to a procedure, especially one they have very limited involvement in, is truly frightening. HOW the insurance company assigned it had nothing to do with my question. I understand how the insurance company adjudicated the claims; however, **** is the entity responsible for setting the price of the procedure. Did they pick this amount out of a hat? Use darts? There is no logical backing to support this amount. And they have not to date provided a cost breakdown, as requested. The inability of **** Central PA to provide answers to my queries, but to rather, dance around them, is extremely alarming, to not only myself, but to all patients that are not made aware of a way in which to get a price estimate ahead of time. Patients do not expect such a high price point, to an otherwise simple procedure, that is done entirely on the patients' time.

Regards,

******** ****
Initial Complaint
Date:12/21/2024
Type:Billing 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 mailed Upmc a check for $100 on 10/16 along with another check from my husband. They claimed they did not get mine. His check cleared on 10/28. When my check finally cleared 11/8) I sent them a copy of front and back. Now they tell me they cannot give me credit til they find out where it went. On 12/24 they will have had my money for 2 months. On 11/26 they said it could take them 30 days to resolve. This is bull. Why should I have to wait for them to find THEIR mistake. They never deposited my check til 11/8. 14 days after they received it Rotten apple in billing department.
Business Response
Date: 12/23/2024
Dear *** ******,

We are in receipt of the complaint reference ID ********.

Please note there is no HIPAA release attachment with this complaint; therefore, we cannot proceed with our review at this time. We ask that the complainant provide his/her signature on the HIPAA release form and return to us so we may begin our review of his/her complaint.

Warm Regards,

UPMC Office of Ethics, Compliance and Audit Services
Customer Answer
Date: 01/08/2025

12/31/24 it was still open. 1/2/25 They credited account for $100 dated 11/8/24. See attached copy case closed.
Initial Complaint
Date:12/18/2024
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.
Loss of medical coverage illegally in march of 2024 ongoing medical bills , incorrect monthly statements . Escalated all concerns . Have spoken with people as high up as Harrisburgh and zero resolution. No one follows up and handles anything . Chip , Dhs have all dropped the ball . Backdating coverage and agree to refund me my out of pocket costs. Then three months later re bill me but a completely higher ransom amount . Along with the medical bills over 20k but according to state law after all the problems was informed they have no clue why coverage was terminated and it was illegal . No one at chip , Upmc or Dhs can correct the bill or the medical bills . My daughter has missed months of therapy and had to postpone her surgery 6 months due to no coverage .
Business Response
Date: 12/19/2024
Dear *** ******,

We are in receipt of the complaint reference ID *********

Please note there is no HIPAA release attachment with this complaint; therefore, we cannot proceed with our review at this time. We ask that the complainant provide his/her signature on the HIPAA release form and return to us so we may begin our review of his/her complaint.

Warm Regards,

UPMC Office of Ethics, Compliance and Audit Services
Initial Complaint
Date:11/26/2024
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'm in a nursing home, I have a UPMC healthy living debit card, to buy food and other items ,over the counter, items. The only way for me to use the card is to order on line. I'm intitled to this ******** ard but they will not let me order on linei have ******* + it's a secure site, I have my bank card registered there. I don't have to pay shipping, if you order from their catalog , like vitamins etc it's okay, so why can't I use this card over the internet? Doesn't make sense to me, their rules make my card useless.
Business Response
Date: 11/26/2024
Hello *****,
To respond to the report appropriately, we need additional information. Please send additional information and make sure it includes the following key facts: the full name and/or address of the Senior **************** the patient is referencing. Without the additional information, we cannot start our investigation.
Warm regards,
UPMC Office of Ethics, Compliance and Audit Services
Initial Complaint
Date:11/05/2024
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 received a bill for $200, not an itemized statement. I called the hospital and they cannot provide an itemized bill or proof of payment. I want to verify what the charges are for.
Business Response
Date: 11/19/2024
Dear ***** ******:

This is UPMCs response to the complaint filed under Better Business Bureau ID number ********, filed on November 6, 2024.

Upon receipt of these allegations, the case was investigated by *****

The patient presented to the **** ***************************** on August 4, 2024. Charges were billed to the insurance on file. The insurance adjudicated the claim with a $200 co-payment as patient liability per the Explanation of Benefits (EOB).

**** spoke to the patient on November 14, 2024. A detailed statement will be provided to the patient by mail to support her request for further clarification on the charges. **** is investigating the concerns raised by the patient that a detailed statement was not available. Any refocused training opportunities identified will be deployed.

We thank you for this opportunity in allowing us to review and resolve this patients concerns.

Sincerely,
UPMC Office of Ethics, Compliance and Audit Services
Initial Complaint
Date:10/18/2024
Type:Billing 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.
Hi, I set up a payment plan with UPM health services to pay for a medical procedure last year. I agreed to paying $50 a month.They successfully received my April 12 payment and then I noticed they did not credit my account for the May 2024 payment. I contacted them on June 3 and ended up faxing verification from my bank that it was sent out for May 15, and I also sent out verification to show them the May payment was sent to the same account as the April 2024 payment.I just called again today, and this issue has not been resolved.I contacted them on June 17 and was informed it should take 30 days to review this. She did confirm that they received my fax. I called them back on July 22 and was informed it was still under review. I was handed to the escalation line and spoke to a supervisor by the name of *******, who verified its still under review.I called on September 3 and was told it was still not applied and was informed that an email would go out to the treasury department and I would be CCed on that email. I never received any correspondence after this call. In fact, Ive never been outreached by any **** team about the situation.I called again today, October 18, and Was pass along to the escalation line, speaking to team leader, ****. She was able to see the paperwork on file, but reported that theres no resolution yet. She agreed with me that it should not take 4 1/2 months to resolve the situation. I inquired if this missing payment was going to affect my credit rating, she said that it is being noted as a missed payment.And to me, that is not acceptable. I will not have my credit affected because of this issue.This is why Im filing a complaint. In addition to resolving this issue of not receiving my payment, I would also like for the missed payment notification to be removed from my credit ********* not going to submit the paperwork as they have acknowledged that they do have my fax on file from June 2024.
Business Response
Date: 11/18/2024
Dear ***** ******:

This is UPMCs response to the complaint filed under Better Business Bureau ID number ********, filed on October 24, 2024. The complainant/patient claims that her May 2024 payment was not posted to her payment plan account.

Upon receipt of these allegations, the case was investigated by UPMC.

On November 11, 2024, **** spoke with the patient about her concerns. The patient stated that she made an online attempt to make the May 2024 payment following the process that it utilized every month. However, the May 2024 payment was not received by, or cashed by, ***** It is unclear if this was a bank error or a UPMC error. The patient confirmed on the phone that the payment was not sent/processed by the bank.

The patients credit was not affected. The patients account has been updated to remove the missing payment designation.

The patients interactions with UPMC customer service were reviewed and training opportunities were identified. These have been deployed to the appropriate staff members. **** recognizes that the patient did call in several times to try and resolve the issue. Unfortunately, through no fault of the patient, her concerns were not addressed timely.

We apologize for the patients experience and thank you for this opportunity in allowing us to review and resolve this patients concerns.

Sincerely,
UPMC Office of Ethics, Compliance and Audit Services

Customer Answer
Date: 11/19/2024

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.

Thank You for the quick action, I appreciate it.

***** *******
Initial Complaint
Date:10/17/2024
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 was scheduled for a critical procedure more than four months in advance, which required my husband and I both to take time off from work. I had confirmed my insurance with the doctor's office when scheduling. Two days before the procedure date, I received a phone call from the office telling me they do not accept my insurance, and that I must pay $6,500 out of pocket up front or they were going to cancel my procedure. My insurance company, ********, insists to me and has called the doctor's office directly to tell them that they are in-network and a participating provider and that the services are covered. However **** says they will not take my insurance at this office. I have been seeing another doctor in the **** network in recent months using the same insurance with no problem -- I have confirmed with that **** doctor's office that my insurance is accepted there. Today is the day of my scheduled procedure and I have missed out on my critical medical treatment, the months that I was waiting for this are now gone and I have to start over waiting another 4-6 months to see a different doctor, and I have absolutely no recourse. The loss of this time and its potential health impacts are immeasurable. Who can hold the hospital accountable for refusing to provide my care as promised?
Business Response
Date: 10/29/2024
Hello,
We are in receipt of your complaint as of 10/29/2024.
Your concerns are important to UPMC Health Systems. To respond to your concerns appropriately, we need additional information.
Please advise of the name and address--if applicable--of the facility you attempted to attend. Without the additional information, we cannot start our investigation.
Kind regards,
UPMC Office of Ethics, Compliance and Audit Services
Initial Complaint
Date:10/04/2024
Type:Billing 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.
Have had procedures/visits done at ***********, Mercy and Shadyside Hospitals. Bethel 6/6/24; Mercy 6/14/24, 7/23/24 and one coming up 10/18/24; Shadyside 8/6/24. Received my first invoice statement date 7/29/24 for services on 6/6 and 6/14. Due by 8/19. Paid online by credit card 8/17 with confirmation number ************. In the amount of $350. On 9/3/24, received past due invoice on charges I already paid on 8/17. Called upmc 9/3 and spoke with *******. Had a feeling and called back again 9/10/24 and spoke with *****. Said it would be taken care of next billing cycle in October. Went online, as I haven't received no more invoices by mail, as I am set up to do and see outstanding of $650 for services for 6/14 and 8/6. I already paid 6/14, but received no invoices for 7/23 or 8/6. Called 10/4/24 spoke with ******. Said she would call me back later today or Monday regarding posting first payment to wrong account. She is with Financial Services ************ option 2. It's been over 2 months and they can't get my billing rectified. Said they would turn into collections, but none of this is my fault and I've been proactive checking online every month since issue. I ask for management to speak to, bit get no where. Spoke with *** at **** today and that my account is on hold and that payment in August was applied to wrong account. Been over all this with 3 people at upmc billing and now ******. I always pay my bills on time and have been trying rectify since 9/3/24. I dont want my crefit hurt for something I didn't do. I don't know what to pay on as they keep applying services I already paid for. I have 2 services I need to pay, 7/23 and 8/6, then eventually one from 10/18, but I haven't received invoices for them. They keep saying I owe for service(s) in June. They were paid. I truly don't know a secure way to pay going forward, afraid of issues I might encounter.
Customer Answer
Date: 10/08/2024
Morning. My account is under review since 10/4 online. Make a payment grayed out. Today, it says I owe $350, $300 for financial assistance. I never signed up for financial assistance. When I download itemized statement, it's original "past due" statement from services in June. I owe $300 by 10/21, how and when should I pay for this service that was in August? Thank you.

On Sat, Oct 5, 2024, 4:25 PM ******* <***************************************> wrote:
Received in mail today. 6/14 paid on 8/17 with 6/6 service (total $350). Missing service for 7/23. I owe the $300 for 8/6. Thanks.

On Fri, Oct 4, 2024, 6:06 PM ******* <***************************************> wrote:
These are snap shots and statements from online account as of today 10/4. The original invoice is no where to be found. Everything is marked Past Due and I haven't received any invoices since the past due I marked received 9/3. I never received the new invoices to this day by mail. The invoices attached correspond to the snap shot that has dates and statements. Thank you for your help.
Customer Answer
Date: 10/09/2024
******* <***************************************>
Fri, Oct 4, 6:16 PM (5 days ago)
to me

I stand corrected, original is there. Sorry.

------------------------------------------------------

******* <***************************************>
Sat, Oct 5, 4:26 PM (4 days ago)
to me

Received in mail today. 6/14 paid on 8/17 with 6/6 service (total $350). Missing service for 7/23. I owe the $300 for 8/6. Thanks.

----------------------------------------------------

******* <***************************************>
Attachments
Sat, Oct 5, 4:26 PM (4 days ago)
to me

See attached.
Customer Answer
Date: 10/10/2024
Fyi, as of today. My understanding, I owe for 7/23 and 8/6. Never received invoice for 7/23. Latest online. See attached.
Customer Answer
Date: 10/16/2024
Contacted Financial Services today, 10/14 to pay $300 for 8/6 service. Spoke with ****** again and she transferred me to *****. ***** said all my charts and physician docs for 6/6, 6/14, 7/23 & 8/6 have $0 balances. I didn't understand as I owe for 2 services, the 7/23, I never was billed for and 8/6 that I received 10/5. She reiterated $0 balances and an itemized statement was mailed 10/7. She also said about signing up for financial services, I told her I told ****** on 10/4, I said not to sign me up. I want my account figured out. That's it. I'm still confused. She said itemized statement was for all 4 services, the statement for 10/7 only has for 2. See attached.
Customer Answer
Date: 10/22/2024
Latest. Finally spoke with supervisor. She found the errors. I verbally agreed with what she found. ******************* assistance, putting account on hold until payment is transferred to correct services (6/6 & 6/14), and will send statement for 7/23 (that payment was applied to and that I never received a statement for). I did tell her I could afford the $300-$350 payment per month, but not $600-$950 payment to be current. As, this all started because of their error. She said she understood. Thanks.

Once I get info that they transferred payment from 7/23 to 6/14 and then receive statement for 7/23, I would say yes. Until then, no. I want actions, not words
Customer Answer
Date: 10/30/2024
Morning. Just an uodate. Just got a call from ****** from UPMC billing. Works with ******* that found mistake. Escalating my case to get money transferred from 7/23 to 6/14. Also, going to pull my calls for review and contact treasury to see why amount was applied to wrong service. They mailed statement for 8/6 service and I should get soon. Told her I would call Taliah either the 13th, 14th or 15th to pay by credit card over the phone. It's due date is 11/18. Have a great day.
Customer Answer
Date: 11/06/2024
Afternoon. ****** just called back to say funds have been transferred to June services. Also, asking to take my account off hold. 7/23 statement should be mailed the end of November, due around 12/18. She is to send itemized bill reflecting June services. Please keep case open, just in case I don't receive 7/23 statement late November. ***
Business Response
Date: 12/31/2024
Dear ***** ******:

This is UPMCs response to the complaint filed under Better Business Bureau ID number ********, filed on October 14, 2024.

Upon receipt of these allegations, the case was investigated thoroughly by UPMC.

On October 30, 2024, UPMC Patient Experience team spoke with the complainant to address all her billing concerns.

This included *** confirming the payment of $350 was received and posted to service date 07/23/2024 in error. The ************* team has reposted the $350 payment to the June 2024 accounts. In addition, UPMC has mailed the complainant itemized statements for her records.

We thank you for this opportunity in allowing us to review and resolve this patients concerns.

Sincerely,
UPMC Office of Ethics, Compliance and Audit Services
Customer Answer
Date: 12/31/2024

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.

Regards,

******* *********
Initial Complaint
Date:09/30/2024
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 am being billed I am currently on medical assistance and I filed a financial assistance application and they just keep sending me the same bill from prior service. ******** bill number they keep sending bills for something that was according to the representative approved for financial assistance. Yet, they continue to send me the same bill.
Business Response
Date: 10/01/2024
Dear Ms. ***************** are in receipt of the complaint reference ID ********.

Please note there is no ***** release attachment with this complaint; therefore, we cannot proceed with our review at this time. We ask that the complainant provide his/her signature on the ***** release form and return to us so we may begin our review of his/her complaint.

Warm *************************** of Ethics, Compliance and Audit Services
Customer Answer
Date: 10/01/2024
I am providing the hipaa. I ask someone to contact me via telephone ************ directly to discuss this matter further.
Business Response
Date: 10/16/2024
Ms. ******,
A review of this matter is underway. To conduct a thorough review, we need more time to provide our response.
We are requesting a new due date of 10/28/2024. Unless we hear otherwise from you, we will assume this date is permissible.
Thank you kindly for your patience and understanding.
Best,
UPMC Office of Ethics, Compliance and Audit Services
****************************
Pittsburgh, PA 15219
********************************

Compliance Helpline **************
************************** Access ID: UPMC
Business Response
Date: 10/31/2024
Dear ***** ******:

This is UPMCs response to the complaint filed under Better Business Bureau ID number ********.

Patient states that he is receiving a bill that should have been covered under his financial assistance approval. The patient was approved for financial assistance from April 29, 2024, to July 28, 2024, and all bills at the time were forgiven. The bill that the patient attached to this communication did not drop to patient responsibility until August 2024, so the financial assistance approval had ended. Financial assistance is calculated on the date the balance is assigned to patient responsibility and not date of service. Call from patient is documented on September 30th, 2024, and a new ************** assistance approval was begun on October 2, 2024. The patient's financial assistance approval letter was mailed on October 8,2024. The patients balance has been forgiven under the ************** assistance program.

**** spoke to the patient on October 15, 2024, to provide this information.

The patients feedback on his interactions with UPMC Customer Service have been shared with that department for follow-up.

We thank you for this opportunity in allowing us to review and resolve this patients concerns.

Sincerely,
UPMC Office of Ethics, Compliance and Audit Services

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Customer Answer

Customer Answer

Customer Answer

Customer Answer

Customer Answer

Customer Answer

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Business Response

UPMC Health Systems is NOT a BBB Accredited Business.