Complaints

This profile includes complaints for UT Health East Texas's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  UT Health East Texas

  1000 S Beckham Ave Tyler, TX 75701-1908

• 

  UT Health East Texas

  PO Box 6400 Tyler, TX 75711-6400

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:09/21/2023

  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 am trying to talk with someone in the UT Health East Texas Business office who can help me resolve a billing problem. I have talked with the centralized billing department every month since April 2023 and 20 times since then in attempt to straighten out the problem. They cannot help me nor get me to the right person. I attempt to call the business office in Tyler TX and only reach the centralized billing department. I ask for customer complaint department, customer service and get nobody. I received a bill of $152.52 for account # *********** an accidentally went to my bill pay and paid a prior UT Health P.O. Box 700 Tyler TX instead of this one. I realized I paid UT Health but not the right account number, nor the right department. I requested a copy of the cancelled check from my bank and sent it to the billing dept. It showed the money was received by the UTH Business Office 3/23/23. According to the endorsement on the back of the check, it was deposited in the bank account for the ************** Hospital LLC. ********* account ********* at ********* Bank. The money was suppose to go to account #*********** at UT Health East TX P.O. Box 226327, Dallas TX for service rendered by UT Health ****** 2000S Palestine St. I assume it went to account #*********** Rehab since this was hand written on the front of the check by someone I assume in the Business receiving office. All I want is someone to provide me with a refund and I will pay the correct department, submit the payment as a payment on the account #*********** or provide me with an itemized statement showing what account the money was applied to and why. I cannot reach anyone who can help me. I do not know who to call. I am contacting you to see if you can get me help. Billing # **************. One person said a note on the account 9/6/2023 that Rehab applied $ to a Legacy account. No other info. I need verification Rehab was entitled to keep that check from an itemized statement.

  Business Response

  Date: 09/28/2023

  Chad ***** from Ensemble spoke with the patient and provided her with details on where her payment was applied, and he have transferred her amount back to the original account where she wants the payment to be used. She is pleased with the outcome, and Chad have also provided the patient with his direct contact information.

• Initial Complaint

  Date:08/07/2023

  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 had surgery at UT Health on ***** 15, 2022. My insurance was billed (and all pre-authorizations completed) and they paid their portion on ***** 25, 2022. I received my first bill from UT Health on ***** 1, 2023, almost a full year later. When I tried reaching out to UT Health, not only through MyChart but also by leaving voicemail, I wanted to discuss with them the bill, given it violates CPRC, Title 6, Chapter 146, Section 146.002 ("timely billing"). I have left countless voicemails and messages through MyChart to discuss the matter, and have yet to get a call back. I did receive one response through MyChart, which I further responded to, and then no other communications. I filed a complaint with the TX Health & Human Services division, who opened a case, but have yet to close the case. However, they informed me my account could not be turned to collections while their investigation was ongoing. Today, I logged into MyChart & see it has been turned over to collections. I have not received further communications from "collections" so don't even know whom to contact.

  Business Response

  Date: 08/15/2023

  I reviewed the patient's billing account, and it shows that we billed the insurance and that they paid us but denied additional charges, therefore we did the appeals process, and it was finalized in March 2023. The patient was sent statements in March, April, May, and June. I noticed that I left the patient a message back in April, but there was no callback from the patient.

  I spoke to ***** ******** last Friday, and we reviewed the billing charges and what the EOB stated. She was pleased that we could explain the delay and that she saw the EOB saying her responsibility and would contact Agency to make arrangements to pay it off. I did advise her to call me if she had additional questions.

  Customer Answer

  Date: 08/27/2023

  
  Better Business Bureau:
  
  I have accepted the response. I greatly appreciate the response from the gentleman responding on behalf of UT Health (apologies I cannot recall name!); however, I will say it was incredibly frustrating not being able to reach anyone through the methods provided on the letters & MyChart messages sent to me, even after reaching out countless times. I hope that is fixed in the future. 
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:01/13/2023

  Type:Sales and Advertising 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.

  ** Health has damaged my credit incredibly. I have so many collections added to my account from them improperly billing my insurance. I have full coverage insurance through ******** and prior to that I had full coverage through the state where my deductibles were met and the only thing needed was my co-pays which were paid. Now Im being swamped with calls from debt collectors and negative impacts on my credit. This has been going on for several years and needs to stop.

  Business Response

  Date: 01/24/2023

  In reviewing the accounts, the ones that have a balance are related to co-insurance with UHC, one with ******** that was sent to the patient due to only have Health Texas Womens coverage and the visit was not women related.  There are two without insurance as she stated she didn't have active coverage during those visits.  Our Director of Revenue Cycle will be contacting the patient today to review all of the outstanding accounts, but at this time the balances appear to be appropriate.

• Initial Complaint

  Date:11/21/2022

  Type:Customer Service 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.

  On 9/20/22, I visited UT Health *********** on ************** in ***** for minor leg pain. It was right after they had opened and it appeared that it was a little busy because there was already some people in the waiting area and 3-4 in line. The check in receptionist asked another person in line to check in at ER desk next to *********** check in desk, ER area had no patients waiting. When she asked me to also check in at ER desk I told her I did not want to check in at ER because it was to costly and I didn't think my medical issue required an ER visit. She asked if I had insurance and I told her yes. She replied, "than don't worry, you're covered."I don't know if this employee was just following UT Health policy of referring patients to ER desk if they get too busy or this employee justified diverting patients in line to ER in order to minimize her work load. Now I have a $632.05 UT Health bill and a $147.91 Envision Health bill for the physician working ER that day.Insurance will not pay for this so now it is my responsibility to pay $779.96 for UT Health's bad policy or UT Health's employee's violation of their policy.

  Business Response

  Date: 11/28/2022

  After reviewing the account and discussions with the clinic manager we have lowered the charges down to the urgent care charge amount vs the ** charge, this brought the charge down to $160.  On 11/23/22 ******************* contacted the patient to inform him of the correction and the patient was very thankful for the correction.  There is also re-education being done with the clinic staff of the importance of registering the patients correctly between the urgent care and ** area due to the difference in the charges.