Business Profile

Hospital

Texas Health Resources

Headquarters

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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

Customer Complaints Summary

28 total complaints in the last 3 years.
9 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:03/06/2024
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.
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
Initial Complaint
Date:12/28/2023
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 in the mail 12/28, preceded to call to pay bill, was told they already sent t** to collections. How can a company send something to collections before sending a bill to the consumer and giving them a week to pay it. They claim it was sent through mychart, well I'm sure there are a few that pay and log into their chart account, I however and I'm sure a good many people do not. So they need to inform people when they sign ** in the clinic, for mychart, that they wont send bills to them and will just send them to collections without any notice.
Business Response
Date: 01/19/2024
Hello, I am so sorry to hear about this. Can you please send us the name and address of the location this is in regards to? You can send an email to ************************************************************* with the information, including your name and phone number, and we will find a representative to contact you as soon as possible. Thank you, --*****, Texas Health
Initial Complaint
Date:12/20/2023
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 made an appt online detailing I was having chest pains. When the clinic opened they called to **nfirm. I explained I was having chest pains and had a 5am appt through telehelath that stated I need to have chest x-rays. I went in around 7am they took my insurance card and **-pay then told me they didnt have the machine for chest X-rays and **uldnt see me. They refused to refund my ** pay and billed my insurance. Later I got a bill for $200 after billing my insurance. I called their office and explained I was seen. Each time Im told someone will call me back but no one has ever called. I sent an email and no one responded. While waiting on someone to call back they sent the bill to **llections.
Business Response
Date: 01/10/2024
Hello,
I am so sorry to hear about this. Can you please send the name and address of the location you visited to us at ************************************************************** Once we have the necessary information, we will ask a representative to contact you. Thank you,

*****, Texas Health
Initial Complaint
Date:12/04/2023
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.
They accepted my daughter's appointment with the reason for her visit detailed on the registration form. They charged her $180 upfront, saw her and said there was nothing they could do. They knew before seeing her they couldn't help because the root issue would've required a test that they don't perform. The reason given to my daughter for not performing the test was that they were limited on supplies due to being a small business and only recently opened. I called and attempted an amicable conversation regarding a refund only to get a runaround of excuses. I then demanded a refund because they accepted her appointment in bad faith. She had to go back up with the card for the refund and the receptionist was extremely rude to her. But we got our refund and could choose not to return with the multiple urgent care choices surrounding us, so we thought it was over. We were appalled to learn through my daughter's patient portal that they had not only fraudulently charged our insurance but also sent a fraudulent claim to collections on what should have been a nonexistent balance.
Business Response
Date: 12/15/2023
Hello, I am so sorry to read about this. We would love to connect with you about these issues. Can you please send us the address of the location you visited so we can find the appropriate representative to contact you? Please send it to ******************************************************** Thank you, --*****, Texas Health
Customer Answer
Date: 12/22/2023
Complaint: 20944066

I am rejecting this response because:
The company response was simply asking for me to contact them. An investigation was mentioned but there has not been any further communication from the company since. The required timeframe was made known and there was no response.

Regards,

*************************
Business Response
Date: 01/26/2024
Hello, in order to find the appropriate representative to respond to your complaint, I will need to know the address, name and location of your visit. Please send this information to us including your name and phone number at ************************************************************* and we will assist you as soon as possible. Thank you, --*****, Texas Health
Customer Answer
Date: 02/01/2024
Complaint: 20944066

I am rejecting this response because:
I'm going to attempt to reach out to the provided email. However, this is the second time they've requested the same information, even though I have provided it previously AND the location number is clearly in the photo included in the original complaint. Unlikely this will be resolved within the timeframe given to reply.

Regards,

*************************
Business Response
Date: 02/01/2024
Hello, I just spoke with the person who manages the first email address I provided, ******************************************************** and she let me know that she tried to contact you and received no response. The staff at the location also could not get any phone calls through. Please let me know what contact information you would like us to use. Thank you, --*****, Texas Health
Customer Answer
Date: 02/06/2024
Complaint: 20944066

I am rejecting this response because:
I don't know what number may have been attempted, but not being able to contact me by phone is irrelevant considering the ability to communicate thru BBB and my personal email. Today I emailed my final contact person. Hoping this will now be resolved soon and will update the BBB complaint if it is.
Regards,

*************************
Initial Complaint
Date:11/03/2023
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.
Texas Health Resources ******** has treated me with the worst respect that a health care provider can provider provide to a patient during a traumatic time in their life. I had applied for financial assistance in May 2023 for a seriously high bill that they had sent me, and they denied me the assistance without even notifying me. They also have increased my bill without notifying me. I did not find this out until November 2023 when I had called in after several attempts of following up regarding the status of my application for assistance. When I asked the representative of why my assistance was denied after months of refusing to assist me, there was no reasonable explanation given. I told the representative that I stated on the request that I have NO income and am unable to pay the bill, yet Texas Health Resources ******** is lying and saying that I have too high of income, people living with me, which is untrue, and they are unable to assist. This company is unprofessional, is lying about patients and refuses to assist a patient in need and needs to be put out of business for their horrific actions.
Business Response
Date: 11/03/2023
Hello, I am so sorry to read about this. I will forward your message to a representative who will be in contact with you. Thank you, --*****, Texas Health
Customer Answer
Date: 11/06/2023
Complaint: 20821227

I am rejecting this response because: ****, the company's representative that contacted me today, is requesting that I provide to them my bank statements in order to receive financial assistance. Texas Health Resources needs to be put out of business with how they treat patients.

Regards,

***************************
Customer Answer
Date: 12/13/2023
Complaint: 20821227

I am rejecting this response because: Texas Health Resources has not done anything to try to resolve nor address my concerns. The company has refused to offer me financial assistance if I do not send them bank account statements showing them income. I have told the company over and over again that I have been unemployed for over a year and a half and am not receiving unemployment income. If they do not believe me, I told them they are welcome to contact the Texas ******************** and ask them if they are providing me unemployment assistance. The answer is no. If they do not believe me, I told them they are welcome to contact my former employer and verify that I am not currently employed with them. They answer is no. I do not have any income information to provide them, which is why I am requesting financial assistance for my medical bill with Texas Health Resources. I am very disappointed in the way Texas Resources has handled my request and has refused to assist me. I have several months of documented communication of me inquiring the status of my application for financial assistance, and the company would not provide any update each time. The company recently sent me paperwork in the mail with completely false information. The company lied stating during the emergency I refused medication in the emergency room. That is completely false. I informed the nurse that I have had an allergic reaction to the medication that was offered. I did not refuse any medication while in the emergency room. I was told while in the emergency room that I was okay and release within a few hours of being seen. The hospital did not tell me that I could not drive nor they offer me a way to get home. I did not choose to be treated by nor taken to Texas Health Resources, I was taken there by ambulance while unconscious during an emergency. Texas Health Resources has shown absolutely no regard for me during an emergency situation and has offered no help and no assistance. I have requested financial assistance, because it is needed in order to pay for the medical bill. I am rejecting Texas Health Resources response, because the company has done nothing to assist me. No one has contacted me. They have only sent me a letter with false and illegal information. No one has done anything to address my concerns.

Regards,

***************************
Customer Answer
Date: 01/19/2024
Complaint: 20821227

I am rejecting this response because: the business has not resolved anything and continues to provide the same response. No one has contacted me to resolve and address my concerns. The information I have provided is still the same.

Regards,

***************************
Initial Complaint
Date:10/24/2023
Type:Customer Service Issues
Status:
UnansweredMore 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.
An employee of the the Texas Health system with access to my personal information contacted me. ******************************* contacted me about prayer services using her personal home address and personal letterhead. Since she has access to my personal information because I am a patient to Texas Health, it is improper for ******************** to contact me on a personal basis. By my research, she is employed by Texas Health.
Initial Complaint
Date:09/25/2023
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 went to the emergency room on 09/13/2023 with a cold and headache. I was seeking treatment for the headache. The doctor ordered several unnecessary procedures. I declined them all, I only wanted medication to treat the headache and to leave afterwards. I was then told that I would have to undergo all the procedures or wouldnt be treated at all and that I would be billed for everything either way. I asked numerous times for a break down of the cost of everything that had been ordered. I was giving a single document and then charged thousands of dollars over the amount listed. I feel like the hospital is defrauding my insurance company. I refused all the additional procedures as I was only experiencing a headache and a cold. My blood pressure was high, but I have history of hypertension and was in pain from the headache. Instead of just treating my headache and hypertension the doctor ordered X-rays, ekg, and blood work even after I refused those services. I was also giving ******** without being told, the nurses knew I drove there and was alone I then drove home I felt extremely drowsy and was unaware why. I would like this issue investigated. I was forced to proceed with all of the additional procedures even after declining because I was told if I didnt I wouldnt be treated for my headache which is what I came for and that I would be billed either way for everything the doctor recommended even if I just left and didnt proceed. I was seen by ****************************************, MD. I was charged almost $10,000 when I asked several times how much would the cost be and received a single document after requesting the cost of the procedures the doctor was forcing on me the amount was for $5,430
Business Response
Date: 09/26/2023
Hello, I am so sorry to read about this. I have forwarded your message to a representative for review. They will be in contact with you as soon as possible. Thank you, --*****, Texas Health
Customer Answer
Date: 09/27/2023
Complaint: 20655022

I am rejecting this response because:
I have not been contacted, nothing has been resolved. I got a email saying complaint is being routed to an appropriate company representative. nothing else. How is the matter being investigated without contacting me to gather information on what happened.

Regards,

***************************************
Business Response
Date: 10/09/2023
Hello, I am so sorry to hear about this. A representative will be in contact with you as soon as possible. Thank you, --*****, Texas Health
Customer Answer
Date: 10/10/2023
Complaint: 20655022

I am rejecting this response because:
No one has contacted me in these two weeks other than constantly sending bills, itemizing the procedures and test I rejected. A billing adjustment for the remainder $1,632 hasnt been made even though insurance has already paid over $8,000 on the 3 separate claims Ive been billed for this one visit. I have evidence from my phone proving I declined several times the additional testing and procedures. If the bill isnt adjusted Ill be forced to seek legal counsel. Whats being done to me isnt fair. I refused all the additional tests and procedures because I couldnt afford them. I have the right to refuse these things and my refusals was ignored. I drove into the hospital with a headache and cold I wasnt in a accident or critical condition I wasnt in a state where I couldnt make decisions for myself even the tests I declined all came back fine and I was released not even 2 hours after checking in. I came in with my blood pressure high left with it high I have history of this condition already. I have a history with headaches all ready all can be proving in my medical records from the past **************************** worst condition because I was giving medication I wasnt aware of that made it dangerous to drive, when the hospital knew I drove there and was driving home. They need to do the right thing and stop escalating this situation. Remove the $1,632 from my balance.

Regards,

***************************************
Initial Complaint
Date:05/17/2023
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 went to the ** at Texas Health Walnut Hill and checked in for surgery the same day. United Healthcare processed the claim and I paid it in full 18 days after the claim was processed.**** ******************* evidently sent a separate bill straight to collections which I unfortunately found out while applying for credit on a large purchase. After contacting the collection agency, we determined that **** ******************* has been sending bills to the wrong address and not the address Texas Health had when I checked in to the **.Im supposed to schedule another surgery within the next month but Texas Health may not be the location for this next surgery. My credit history up until a visit with Texas Health has been perfect with a credit score over 850. No phone calls and billing the wrong address definitely lowered my credit score so Im in the process of changing doctors if this is not resolved.
Business Response
Date: 06/08/2023
Hello, I am so sorry to read about this. I have forwarded your complaint to the appropriate staff person for review. A representative will be contacting you in the next 5 to 7 business days. Thank you, -*****, Texas Health
Initial Complaint
Date:05/17/2023
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.
This happened a month ago I went to the little and I signed forms to keep all of my information private, even from family members or friends, and I registered as a anonymous user into the ********************** data base. He did collector called a family member without even hesitation of verifying who they were speaking to over the phone the debt collector gave the person my first and last name my address, the amount I owe the hospital name and other information as far as I know, I'm protected under HIPAA anything related to private health information furthermore, a debt collector is releasing my private health information which is clearly a HIPAA violation to whatever number is associated on my account no verifying who that person actually is that they're speaking to over the phone. This is a huge concern because there are family members that I have protective orders against that do not need to know my address they used an old number on file. I Texas health resources emergency department is where I was checked in there calling for two separate bills. One is ****. The other one is ********************************************************************* they have no idea, what's going on to see a specialist and then hit me with two separate bills but that's not even my issue my issue is they giving out my private health information two random debt collectors in those said that collectors are not verifying ******* speak into before they release my information. I would like for a representative to email me as soon as possible. Just note anyone who is reading this if you visit the hospital and you check in as a anonymous user, and you sign those HIPPA forms your information is not securely private with them and it is not protected. They do not hold the integrity to protect your information from get it in the hands of the wrong person.
Business Response
Date: 06/08/2023
I am so sorry to read about this. I have forwarded your complaint to the appropriate staff person for review. A representative will be in touch in the next 5 to 7 business days. Thank you, --*****, Texas Health
Initial Complaint
Date:03/17/2023
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.
Account# ********* I flew to ********************** to see my son's family. I was ill andI was taken, not by my choice, in an ambulance to Texas Health Resources in an emergency. My visit there was less than six hours. Despite what they claim were numerous tests they could find no problem(s). One of the tests they took a sample for was f**** I was released with no resolution and no plan.Account# ********* Less than a week later and over $14,000.00 later I was again in an emergency room in *********. A f**** culture showed that I has c-diff (the same c-diff I had in Texas). This is a highly contagious disease and it can be fatal. I lost over 40 pounds in 3 months since the diagnosis.Texas Health Resources was completely irresponsible and negligent in how I was treated. The f**** sample should have clearly showed the c-diff infection. And I should have been admitted to the hospital and not sent to my son's home to expose them to c-diff.My expectations from this extremely incompetent, highly overpriced, and C rated facility is very very low. The only thing that BBB expects is a reply from them, not resolution.
Business Response
Date: 03/28/2023
Hello, I am so sorry to read about this. We would like to follow up with you about these issues, but we need the name and address of the location you visited. If you can provide me with that information, I will ask a representative to be in contact with you as soon as possible. Thank you, --*****, Texas Health

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Texas Health Resources is NOT a BBB Accredited Business.