ComplaintsforUPMC Children's Hospital of Pittsburgh

• Initial Complaint

  02/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Children’s hospital of Pittsburgh Dental has been providing services to my son for a few years, cleanings,fillings ,sealants and basic care. On 12/14/23 my son was seen to have sealants “completed”. My husband and I were never made aware by the office staff that the sealants that needed “completed “ were not covered by my insurance. We were never made aware that the sealant coverage cost was already used by my insurance for teeth already serviced . The provider lead us to believe that more teeth were in need of sealing and that this was necessary /routine covered care. I come to find out it was not and I now have a bill for 240.00. I called the office and they specifically told me it is not their responsibility to know what my insurance covers and doesn’t . It was stated to me that they are too big of a practice to look at each individuals insurance and coverage. They also stated that the doctors have no idea what “might “ be cover to even suggest for me to call my insurance on my own accord to find out my coverage. The only way they would help me was to allow for a monthly payments until it was paid in full. My account # thru their office is 160035 Children’s hospital of Pittsburgh 4401 Penn Ave Dental 7th FL FB Pittsburgh Pa 15224 *** *** **** 

  Business response

  02/12/2024

  This complaint was reviewed by the Program Manager and Billing Supervisor of Dental Services. They understand the confusion regarding the coverage and have agreed to take the account to zero balance as requested by the parent. They further will educate the Residents regarding the lack of dental coverage for pre-molar sealants so this will not happen again. I have advised the mother this morning via email and thanked her for allowing us the opportunity to review. Also, she has my email in the event she has any further questions. Thank you for your consideration in this matter. Patricia B*******, Quality Coordinator, UPMC Children's Hospital of Pittsburgh

  Customer response

  02/12/2024

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

  01/17/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  UPMC has been sending bills to me for a child that does not belong to me. I have called on 4 separate occasions to have the issue corrected and each time they assure me it was an error in their system and they have corrected it, however I continue to receive bills for close to $4,000 and now I am receiving bills from a collection agency. I’m not sure what else to do.

  Business response

  02/02/2023

  This is UPMC’s response to the complaint filed under Better Business Bureau ID number ********. 
  
  Upon receipt of the patient’s concerns, the accounts were reviewed. 
  
  A guarantor is the person financially responsible for out-of-pocket liabilities for a patient.  Most patients are their own guarantor.  In the case of a minor child, a guarantor is typically an adult who has a relationship with the child.    
  
  The services for this minor patient were incorrectly attached to the wrong guarantor record.  This resulted in a balance-due statement being sent to the incorrect guarantor.  
  
  The minor patient’s charges have been transferred to the correct guarantor account.  The balance was recalled from the collection agency and a letter mailed documenting the account closure.  
  
  We appreciate the opportunity to provide this response and apologize for the inconvenience experienced by the guarantor.  
  
  Sincerely
  
  
  
  Quality Coordinator
  UPMC Children’s Hospital of Pittsburgh 

  Customer response

  02/02/2023

  
  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

  01/03/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On March 14, 2022 I purchase some Nike Glasses for my son at the Children’s Hospital optical store and their Pittsburgh office in Lawrenceville. I had to return the glasses on at least four occasions regarding the screws following out the arms to keep the glasses connected. Today, January 3, 2022 I had to take the glasses back again for the same reason the screws keep coming. today I went to return the glasses again and the worker told me that I would have to pay for them all over again. Her name is Cheryl and I asked her for the phone number for the manufacturer where the glasses was coming from so I can file a complaint because the glasses are defective, I keep having the same problem for the past year and she refused to give me the phone number to the manufacture so I can contact them myself and try to get my sunglasses repaired or a refund for what I paid for. Cheryl that work in the optical store has knowledge of the glasses being defective due to the amount of times I had to return them. Today she refused to give me the information, so I’m reaching out to the Better Business Bureau for some type of resolution and assistance and getting the problem resolved my son need to glasses to see I am a single parent.

  Business response

  01/06/2023

  Upon receipt of the complaint from the BBB, I reached out to mother to identify the name and DOB of the patient as that was not provided in the complaint. Upon receipt of that information, I reached out to the Optician (Cheryl), the Director of Operations and the Executive Administrator for Ophthalmology. Per review, our findings are:

  - the glasses were returned twice for screws missing. Both times brand new frames were ordered and exchanged without problem. On this recent occasion, the frames' metal hinges were severely bent and mangled with missing screws. The warranty (posted in the clinic) covers manufacturer defects, not damage to frames. This was explained to mother. She wanted to speak directly to manufacturer but our contact information is for the hospital, not a consumer. She would need to contact the consumer line.

  - decision has been made by the Director of Operations to, as a courtesy, replace the damaged frames and have mother sign a waiver acknowledging that there is not damage warranty for these specific frames.

  - on 1-6-2023, the Clinic left message to mother to share this information towards resolution.

   

  Thank you for the opportunity to respond. Patricia B******* 1-6-2023

   

  Customer response

  01/10/2023

  
  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. But there must be some miscommunication because the three occasions when I brought his glasses back for the screws to be replaced we never received a new pair of glasses. She only ordered the screws to put in the glasses on the three occasions thank you for your assistance.
  
  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. ↩