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Business Profile

Hospital

Texas Health Resources

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

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Texas Health Resources has 26 locations, listed below.

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    Customer Complaints Summary

    • 27 total complaints in the last 3 years.
    • 9 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:01/20/2025

      Type:Billing Issues
      Status:
      Unanswered
      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.
      ***************************** in *********, **, refused to cooperate with my insurance company despite the deductible being met. Instead, they chose to send the bill to collections and provided an itemized bill with inaccurate time frames trying to over charge the insurance ********** took multiple searches just to identify the company and its ownership. Their website lacks a privacy policy, raising serious concerns about providing payment information. Communication was also an issue, as they took weeks to respond to emails. Notably, I had no problems with any other bills related to the birthonly with this company.

    • Initial Complaint

      Date:10/08/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 the emergency room at Texas Health Resources Hospital in ******, Texas on February 10, 2024. After several hours in the ** I was told that I was being admitted to the hospital for further testing. I was moved upstairs where I was treated with antibiotic IV's and further testing. I was released on February 12th after it was determined that I had a Noro virus. The hospital coded the claim incorrectly and my insurance has refused to pay as billed. After several months and countless hours of phone calls and waiting on hold with the hospital and the insurance company I have been unable to get them to change the ********* insurance company said that if the hospital would change the coding from observation (0131) to admitted (0111) then they would pay the claim. We were told in the ** that I was being admitted and I was for 41 hours, but the hospital refuses to change the coding.

      Business Response

      Date: 10/10/2024

      Hi ******,

      I'm to read about your most recent experience. I have provided the billing support and FAQ line where a representative can further assist you. 

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

      Thank you, 

      *****

    • Initial Complaint

      Date:08/23/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 recently went to my biannual doctors office visit NOT because I choose to go BUT because Ive been told that I cant get my life saving high blood pressure medications if I dont come to a 2nd appointment each year (outside my fully covered annual physical once per year ) in order to get my 2nd six month supply of life saving PREVENTATIVE Treatment medications that being said I have being going to these appointments for several years now and immediately after meeting with the doctor I go to the front window and pay any out of pocket costs mysteriously after I did this recently I received an additional bill for what? For an appointment I didnt want in the first place nevertheless Im merely asking if its an incorrect coding issue or is someone charging more for something or is the insurer covering less of something since I go for the same purpose each time mainly to get the SAME blood work done so that I can be given an update on any changes I may need to make how can this cost an additional $76.09 cent AFTER I walk out of the doctors office for an appointment I really didnt want in the first place but was REQUIRED to make in order to get my additional 6 months of blood pressure medications after my annual appointment each year which is covered fully what am I missing here . In addition since its the same appointment every year WHY cant I be given the cost upfront when I walk into the doctors office (if not before) whats complicated about getting blood work done since *** repeatedly asked not to be given additional services without me knowing the cost upfront therefore Im seeking that the questions above be answered with full transparency so that I can determine exactly WHY the extra cost when I have the SAME insurance or remove the additional After the Fact Charges from my account.

      Business Response

      Date: 08/26/2024

      I am so sorry to read that your experience was not a positive one. We welcome the opportunity to speak with you further about any concerns or questions you may have. If you would like to be contacted, please email us with your information including your full name, phone number and the name of the physician and location you visited at ******************************************************************* you, --*****, Texas Health

      Customer Answer

      Date: 08/26/2024

      Complaint: 22184566

      I am rejecting this response because:
      The response only asked me to email a representative to further discuss which I intend to do via email and not phone in order to maintain a paper trail of the communication 
      Regards,

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

      Business Response

      Date: 08/27/2024

      Please feel free to email ************************************************************* at your earliest convenience. Thank you, *****

      Customer Answer

      Date: 08/29/2024

      Complaint: 22184566

      I am rejecting this response because:

      I received an email directly from the business to my email address stating that to get direct answers/responses to easy question I sent that my email would have to be forwarded to the appropriate parties within the business but they did not specify who this would be or a timeline for a response to each question/point of clarification I requested therefore I will continue to check my direction email for the specific clarification I requested.

      Regards,

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

    • Initial Complaint

      Date:08/22/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Was seen by a Texas Health Resources ************ My ***** co-pay was made at the time of service. I received a bill for *****. After reviewing the claim and *** my patient responsibility was only *****. I contacted **************** twice. Once in June where the said it would be reviewed, and again in August where the told me the account still has not been reviewed. I asked to speak to manager and they said that the manager and initially they refused. I asked again and they told me I would receive a call back. That call never came in. Today, 8/22/2024 I was advised I was sent to bad debt. I want my account pulled back from ********, the account to be reviewed and resolved.

      Business Response

      Date: 10/01/2024

      Hello, I am so sorry to read about this. I have forwarded your message to the appropriate staff member for review. A representative will be in contact with you soon. Thank you, --*****, Texas Health 

    • Initial Complaint

      Date:07/30/2024

      Type:Billing Issues
      Status:
      Unanswered
      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 been Texas Health Resource ER at prosper, Texas. I doctor diagnosed that w have appendicitis and if I do not get the surgery I will die in 24 hours. She was trying to send me to ***** which was far for us to manage kids and hospital visits. Since, my two kids were home with my neighbor I was not ready to get the surgery done. Next day early morning I went to Texas Health Resources ER at ******. However, doctors at ****** location find that the diagnosis was wrong . I did had any symptoms of appendicitis. Its been seven months I had no pain or nothing. Because of wrong diagnosis me and my family had to suffer a lot . They are sending me bills for all unnecessarily and repetitive test that had done during my visit

    • Initial Complaint

      Date:07/29/2024

      Type:Billing Issues
      Status:
      Answered
      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 writing to express my complete dissatisfaction with the billing services and customer service I have received from ********************. I contacted them regarding my outstanding balance not appearing in MyChart, and was informed that my account had been sent to collections because I had not made a payment or paid the full amount. I explained that I had been making monthly payments based on the balance in MyChart, which my insurance did not cover, and I have been in communication with them about it. The representative showed no empathy and stated that bills had been mailed to me, but I had not received any calls or statements. The billing address they had on file was also incorrect. I expressed that I have been making monthly payments and did not know I had to set up a specific payment plan. The representative could not provide an answer and I requested to speak with a supervisor, but was told they were unavailable. The supervisor ***** called that was just as bad as the representative and now waiting on her manager **** to contact me. I am frustrated with the lack of communication and customer service, and I hope for a prompt resolution to this issue.

      Business Response

      Date: 08/26/2024

      I am so sorry to read about this.  If you would like to be contacted by a representative to further discuss any issues, please send us an email with your name, phone number and the location you visited to ******************************************************************* you *****, Texas Health 

    • Initial Complaint

      Date:07/24/2024

      Type:Customer Service Issues
      Status:
      Answered
      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 a family member at Texas health resources. It was the worst experience ever. The patient advocate in this case was extremely rude and made fun of my disability and I would like to report it. Also, we requested a patient advocate and or denied ask if any indigency programs do they have they said no

      Business Response

      Date: 07/29/2024

      I am so sorry to read that your experience was not a positive one. We value your feedback and would like to speak with you further about your experience. If you are willing, can you please email me your contact information, the location in which you visited, and additional details at ************************************************************** Thank you, ***** - Texas Health

    • Initial Complaint

      Date:06/17/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 not received a copy of my medical records from treatment at PH OPS of Dallas **** *** Pure Health Rehab that occurred from January 15, 2024 through March 8, 2024. Pure Health is a skilled nursing facility owned by Texas Health Resources. The US ************** tells me Pure Health received my fourth request on May 13, 2024. I cannot get a response from Pure Health. My first three requests for records were submitted to Texas Health Resources. ******************* manages Texas Health Resources records as a third party contractor. I have been unable to speak with anyone at Texas Health Resources or Verisma that has any authority to resolve this. I was told over the phone by a Verisma employee that Verisma had no access to Pure Health records and wouldnt assist me. Verisma employees refused to give me any contact information for Texas Health Resources and Verisma other than the following, which is at the Texas Health Resources corporate headquarters in ************************************ ********************************* ************************************************************* Phone: ************ My complaint is against all three entities: Pure Health Rehab, Texas Health Resources, and Verisma. BBB should start with whoever the BBB has previously dealt with at the Texas Health Resources corporate headquarters.I have filed complaints with the federal ****** of ***** Rights of Health and Human Services.I have uploaded the most recent request for records and my cover letter for my second OCR complaint. The latter explains in more detail what happened. I would like assistance from the BBB to resolve this and I would like other patients to know some of the difficulties they may encounter when dealing with Texas Health Resources.

      Business Response

      Date: 07/10/2024

      Dear *****, 

      I am sorry that you have not been able to receive records from anyone at Pure Health to be transferred. I have put their direct phone lines below - please let me know if you are unable to reach anyone at these numbers. 


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


      Thank you, 

      *****, Texas Health

      Customer Answer

      Date: 07/23/2024

      Complaint: 21852446

      I am rejecting this response because:

      The response I received from Texas Health through the BBB is nonsense. I requested medical records from Pure ********************** Rehab, a wholly owned subsidiary of Texas Health. In response to the message through the BBB I once again contacted Pure Health Rehab by phone and had to leave a message with the woman who answered the phone after she was unable to transfer me to the employee who supposedly is responsible for medical records. I also emailed Pure ********************** at the email address that I was give for that employee. I attached a copy of my records request with my email. Pure Health remains unresponsive.

      Who is "*****" who replied to my complaint? The message says to contact her if I don't receive records but fails to provide any means to contact her. I suspect that ***** is not an employee of Pure Health but rather an employee at the Texas Health corporate office in *********. The 682 phone number gets me to Pure Health. The 817 number is a fax number. I have no idea who the email address given in the message goes to. It probably would just disappear into the void at Pure Health just like my written request for medical records apparently did. I would like to know who ***** is, what her job title is, and how to contact her.

      Regards,

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

    • Initial Complaint

      Date:04/02/2024

      Type:Product Issues
      Status:
      Answered
      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.
      This complaint is regarding the billing. I went to the emergency room on the 23rd of March. Upon being discharged, a young lady came into my room to retrieve payment. We informed her that we would pay $300 that day on a $2,700+ bill. The young lady proceeded to charge our bank card (cash) for the entire $2,700+ bill instead of just the $300. She admitted that she made a mistake but told us that the payment did not go through. She then proceeded to charge us the $300 that we actually AUTHORIZED. So we were charged $3,000+ in cash out of our bank account. When calling to dispute this and be refunded for the overages, we were told we have to wait 14 days for a mistake that THEIR billing department made. I asked to speak with a billing supervisor and conveniently, one was not available. In essence, they are holding $2,400+ dollars in cash ****** that my family needs and are not willing to do anything about it quickly even though this was their error.

      Business Response

      Date: 04/02/2024

      I am so sorry to read about this. I will forward your complaint to the appropriate staff member for review. Thank you, --*****, Texas Health 

      Customer Answer

      Date: 04/02/2024

      Complaint: 21515565

      I am rejecting this response because:
      this does not solve the issue   This is another passing of the buck that I have been experiencing   

      Regards,

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

      Business Response

      Date: 04/03/2024

      Hello, I have forwarded this to our billing department for review. Unfortunately I do not have access to patient records. Thank you, --*****, Texas Health

      Customer Answer

      Date: 04/03/2024

      Complaint: 21515565

      I am rejecting this response because:
      Another pass off.  Ridiculous. 
      Regards,

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

      Customer Answer

      Date: 04/04/2024

      Complaint: 21515565

      I am rejecting this response because:

      Another pass off.  Ridiculous. 



      Regards,

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

    • Initial Complaint

      Date:03/06/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      My daughter started seeing a new provider at Texas Health in ****** **. For two months, I have been trying to set up a MyChart with proxy access. The clinic never provided me with an access code, only the instructions for requesting proxy access. I go online, I try to first create an account for myself and it tells me my identity cannot be verified. I enter all info and it tells me a request has been sent to my clinic for verification and I will receive an access code within a week or so. I never receive anything, I make phone calls, the clinic knows nothing, the MyChart support line sends me the instructions and I start over. I have done this probably 10 times now. MyChart support line at ************ gave me another number to call, that person gave me another number to call. I am really fed up with being sent in circles. Somebody please help me get access to my daughters *******!Happy to provide both mine and my daughters info so this can be set up but not providing it in this complaint. Please have someone reach out to me who can set this up for me. Please train your staff to assist, I cannot possibly be the only one ending up in a stupid circle on this.

      Business Response

      Date: 03/18/2024

      Hello, I am so sorry to read about this inconvenience. I am forwarding your message to a representative who can help. Thank you, --*****, Texas Health

    Texas Health Resources is NOT a BBB Accredited Business.

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