Complaints

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

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  VCU Health/ VCU Physicians

  1601 Willow Lawn Dr Ste 275 Richmond, VA 23230-3422

  
• 

  VCU Health/ VCU Physicians

  1250 East Marshall Street Richmond, VA 23219

  
• 

  VCU Health/ VCU Physicians

  401 College St Richmond, VA 23298-5017

  

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:04/08/2025

  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.

  I am a 100% service connected veteran, my wife uses ChampVA, friday I received a notice saying I owed $52.89 for copay for the last visit, so I paid it, today I get another message saying I owe $31.55 and that is not how this works, you do not get to just add payments and expect me to pay them with no information backing up the claim, so I called VCU, was told to call billing, spent 1 hr on hold with billing and no-one answered, you guys are a billion dollar corporation, that is not acceptable, once again I request contact from corporate because the system you have in place will not allow me to have my questions answered, there will be no further payments until this is done.

  

  Business Response

  Date: 04/09/2025

  Good afternoon,
  
  
  VCU Health takes all complaints seriously and works directly with the patient/guardian to reach a satisfactory resolution that is within compliance of the Health Insurance Portability and Accountability Act and provider contracts. This concern will be investigated and will be worked on by VCU Health to get it resolved to a favorable resolution as quickly as possible. Contact with the patient/guardian will be made soon. The account is being investigated and VCU Health is diligently working to ensure that the patients account is processed correctly. VCU Health will continue to update the patient/guardian on the progress of the account review until we have reached the best possible resolution on this account.
  
  
  Thank you.

• Initial Complaint

  Date:03/04/2025

  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.

  I have been having billing issues for the last several months. I have been receiving bills that have already been paid. This has been confirmed by the insurance company, *******. I have been trying to resolve this since November 2024. It's impossible to get anyone on the phone. You cannot visit in person. They have no billing department in the ************ location. I have provided documentation as requested by both offices. They scanned it into *******. Please call me to resolve this issue ASAP.

  

  Business Response

  Date: 03/05/2025

  Good morning,
  
  
  VCU Health takes all complaints seriously and works directly with the patient/guardian to reach a satisfactory resolution that is within compliance of the Health Insurance Portability and Accountability Act and provider contracts. This concern will be investigated and will be worked on by VCU Health to get it resolved to a favorable resolution as quickly as possible. Contact with the patient/guardian will be made soon. The account is being investigated and VCU Health is diligently working to ensure that the patients account is processed correctly. VCU Health will continue to update the patient/guardian on the progress of the account review until we have reached the best possible resolution on this account.
  
  
  Thank you.

  Customer Answer

  Date: 03/05/2025

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]

   

  No resolution has been provided.
  

  In fact, I received ANOTHER bill today! 
  
  Regards,
  
  ****** *******
  
  
  
  

  
  

  Customer Answer

  Date: 03/06/2025

  VCU Health has not attempted to reach out or resolve the issue! 
  

  Two emails were sent to VCU Health billing. Both are still unanswered. 

  Customer Answer

  Date: 03/13/2025

  ATTACHED

  Customer Answer

  Date: 03/14/2025

  NO RESOLUTION PROVIDED

  Customer Answer

  Date: 03/18/2025

  Form was emailed on 3/14 and again on 3/16.

  

  Business Response

  Date: 03/24/2025

  Good afternoon, 

   

  On March 7, 2025 I personally called out and spoke with the patient, offered an apology and explanation as to what caused the issue to arise. There was an adjustment that needed to be applied on our end, once that was taken care of the balance was at $0.00 I called and communicated this update with the patient and again apologized for the error, she understood the explanation and thanked me for getting the issue resolved. 

  This case has been marked resolved on our end since March 7th, 2025 when the patient was contacted and she had advised that she was satisfied with the outcome, I again checked the account today and the balance for the account that was escalated earlier this month is still showing $0.00 balance.

   

  Thank you, 

   

  ***** *.

  Customer Answer

  Date: 03/24/2025

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Why does ***** and VCU HEALTH refuse to acknowledge or address why there was a billing issue on their end for almost an entire year?

  
  Regards,
  
  ****** *******
  
  
  
  

  
  

• Initial Complaint

  Date:02/08/2025

  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 2/7/2025 I had an appointment with a neurosurgeon named Dr. ******* at VCU Neurosurgery and unfortunately, the experience left much to be desired. I felt disrespected and overlooked, as my inquiries were not addressed but rather sidestepped. I continue to experience issues in my neck at the C7 level, and I cant shake the feeling that Dr. ****** was not truthful with me. I believe its crucial for someone to investigate this situation further. Additionally, the reflex test results were omitted from my report, which only adds to my frustration. I would like to receive a call from someone who can clarify the ongoing confusion and lack of communication Ive been facing. Im not seeking sympathy or trying to create a fuss; I simply want clear answers. It seems like Im being marginalized for asking questions, and thats disheartening.

  

  Business Response

  Date: 02/10/2025

  Good morning,
  
  
  VCU Health takes all complaints seriously and works directly with the patient/guardian to reach a satisfactory resolution that is within compliance of the Health Insurance Portability and Accountability Act and provider contracts. This concern will be investigated and will be worked on by VCU Health to get it resolved to a favorable resolution as quickly as possible. Contact with the patient/guardian will be made soon. The account is being investigated and VCU Health is diligently working to ensure that the patients account is processed correctly. VCU Health will continue to update the patient/guardian on the progress of the account review until we have reached the best possible resolution on this account. For this type of complaint since it is quality of care based it will need to be forwarded on to patient experience. I will send an email with the details so that they may reach out to you regarding your concerns. 
  
  
  Thank you.
  

• Initial Complaint

  Date:12/27/2024

  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.

  While on vacation last summer (6-3-2023), I got sick and had to be taken by ambulance to the ************ in ********, **. As a disabled veteran, theres a process that needs to be completed if the hospital wants to get paid. However, the hospital INSISTS that an authorization number is required before they can file a claim. The ** stated that an authorization number is NOT need to file an ER claim. Ive gone back and forth for over a year with VCU Health by phone and email. Yet they wont even pick up the phone, call the VA and verify this info. They just keep sending me bills. Im on a fixed income and dont have $2,583.78 laying around. I hope the BBB can help.

  

  Business Response

  Date: 12/30/2024

  Good morning,
  
  
  VCU Health takes all complaints seriously and works directly with the patient to reach a satisfactory resolution that is within compliance of the Health Insurance Portability and Accountability Act and provider contracts. This concern will be investigated and will be worked on by VCU Health to get it resolved to a favorable resolution as quickly as possible. Contact with the patient will be made soon. The account is being investigated and VCU Health is diligently working to ensure that the patients account is processed correctly. VCU Health will continue to update the patient on the progress of the account review until we have reached the best possible resolution on this account.
  
  
  Thank you.

  Customer Answer

  Date: 12/30/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolutionI have been working with VCU Health for over a year and have not reached a resolution. Ive communicated with VCU via email, **** and phone and provided them with the required info, including: copies of my DL and VA insurance card, the correct address for which to submit the claim to and the VA *********************** phone number for them to call to verify this info and get their questions answered. So, Im not sure why they need to talk to me if Ive given them all the info needed.
  
  Regards,
  
  ******** *********

  **** Veteran and USN Mom

  **************]
  
  
  
  

  
  

  Customer Answer

  Date: 01/08/2025

  Completed HIPAA form attached.

  

  Business Response

  Date: 02/03/2025

  Good morning, 
  

  
  We hope this message finds you well. We have made attempts to contact the patient to discuss the complaint and to provide an update regarding the claim, which was billed out to the payor mentioned in the complaint on 1/7/2025. As of today, our representative on the customer service escalations team has not yet heard back from the patient. We appreciate your understanding and assistance in this matter. Thank you.

   

  Have a great day.

  Customer Answer

  Date: 02/04/2025

  Better Business Bureau:
  
  In the response from the business (in reference to complaint ID ******** no offer was made. In regards to the escalation team calling me, I did make an attempt on 1-10-25 to reach ****** and wound up leaving a voicemail. A return phone call was NOT received. 

  However, an email was received stating that the business did file the claim with the VA. Im just giving it sufficient time before calling the VA to follow up with them.
  
  Regards,
  
  ******** *********
  
  
  
  

  
  

  

  Business Response

  Date: 02/10/2025

  Good morning, 
  

  
  I have informed our representative on the Escalations Team of your response, and she will make another attempt to contact you today. 
  

  
  Thank you.

  
  

• Initial Complaint

  Date:11/13/2024

  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.

  I had an appointment scheduled for tomorrow, which would be 1114 November 14. They called and rescheduled my appointment for March 25 because somebody scheduled me with the wrong doctor. I have cervical issues, and Im always in pain, I was hoping to get some answers tomorrow.

  

  Business Response

  Date: 11/21/2024

  Good Morning,
  
  
  VCU Health takes all complaints seriously and works directly with the patient/guardian to reach a satisfactory resolution that is within compliance of the Health Insurance Portability and Accountability Act and provider contracts. This concern will be investigated and will be worked on by VCU Health to get it resolved to a favorable resolution as quickly as possible. Contact with the patient/guardian will be made soon. The account is being investigated and VCU Health is diligently working to ensure that the patients account is processed correctly. VCU Health will continue to update the patient/guardian on the progress of the account review until we have reached the best possible resolution on this account.
  
  
  Thank you.

• Initial Complaint

  Date:08/03/2024

  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 have been seeing *********** ***** for my gastroenterology issues for several months now, referred to VCU by Riverside Gastroenterology. ************* prescribed Dexlansoprazole 60 msg once a day and which the medicine and dosage seemed to be working good enough compared to all the other PPIS I have tried in the past. There were no refills on my medicine so I reached out to ************* to have my meds refilled. A different male doctor refilled my script per my request. Again there were no refills and I messaged ************* office through VCU my chart and I could not get a response. I was forced to call VCU and relay via telephone call my concern and my need for my meds to be refilled. A female doctor by the name of ************** returned my call on August 2, 2024. We discussed my meds and she stated she would contact my pharmacy and submit the refill for my meds. I was notified by the *** pharmacy my senior was ready to pick up. When I went to pick up my script the dose was changed from 60 msg to 30 msg. I spoke to the pharmacist who stated it was definitely changed by the dr who wrote the script. I contacted VCU again Aug 3, and ************** returned my call. She stated she decided to change my dose because for the first 60 days I was on such a high dose that I should be on a lower dose. I told her she is not my doctor all she had to do was 1 simple job and that was to refill my script like she stated she would do not change the dose without consulting with me I am not her patient and she had no right to do this and she kept over talking me and very rude I asked to speak to her supervisor she refused, I asked for the name of her supervise she refused to provide me the name of her supervisor. I told her I would be filing a complaint against her because she had no right to change my prescription and I explained to her I have ******** and since she changed the dose if I took the 60 msg that works for me I would be out of meds in 2 weeks before my next appointment with *************.

  

  Business Response

  Date: 08/05/2024

  Good morning,
  
  
  VCU Health takes all complaints seriously and works directly with the patient/guardian to reach a satisfactory resolution that is within compliance of the Health Insurance Portability and Accountability Act and provider contracts. This concern will be investigated and will be worked on by VCU Health to get it resolved to a favorable resolution as quickly as possible. Contact with the patient/guardian will be made soon. The account is being investigated and VCU Health is diligently working to ensure that the patients account is processed correctly. VCU Health will continue to update the patient/guardian on the progress of the account review until we have reached the best possible resolution on this account.
  
  
  Thank you.

• Initial Complaint

  Date:06/24/2024

  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.

  I Have a number of issues.Firstly, attempting to contact patient relations is nothing more than phone tag, they care so little for customer complaints, they cannot even give you a callback number.I am being seen at the *** Clinic at king ************** staff I have ever interacted with, they will become confrontational to a 100% service connected veteran over a 62$ co-pay I had to wait till the month after to pay.Someone there keeps changing information in my file so randomly they try and send me the bill for the service, in addition, they keep changing my prescription information and send it to strange places that are not even near the ************I have an IMMEDIATE need to ensure that my prescription is filled, I should have already had it by now and i need it simply to interact with the public.It amazes me how little *** cares about customers.

  

  Business Response

  Date: 06/24/2024

  Good afternoon,
  
  
  VCU Health takes all complaints seriously and works directly with the patient/guardian to reach a satisfactory resolution that is within compliance of the Health Insurance Portability and Accountability Act and provider contracts. This concern will be investigated and will be worked on by VCU Health to get it resolved to a favorable resolution as quickly as possible. Contact with the patient/guardian will be made soon. The account is being investigated and VCU Health is diligently working to ensure that the patients account is processed correctly. VCU Health will continue to update the patient/guardian on the progress of the account review until we have reached the best possible resolution on this account.
  
  
  Thank you.

  Customer Answer

  Date: 06/24/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Please do not send a resolution that I need to interact with until after someone contacts me about this, it has gone way past the point of being acceptable, I have even attempted to contact HR at ************** spoke with ****** who was so rude, refuses to get supervisor, refuses to help at all.

  
  Had to call her twice as I told her not to send me to patient advocate and she did anyway, the second time (less than 5 minutes later) she lied about me ever speaking to her. 
  

  You system is designed to make it as difficult as possible to get help, and these issues I am speaking of have been going on for close to 2 years, in one form or another.

  
  Regards,
  
  *************************
  
  
  
  

  
  

• Initial Complaint

  Date:03/20/2024

  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.

  *** Health failed to document progress/ medical necessity in physical therapy for my son. They failed to respond to requests for documentation from insurance to authorize visits. Now that they treated my son without same, the visits were denied and they are billing me. Insurance said *** must write off but *** continues to bill me $3000. Insurance says I must secure attorney because what *** is doing is illegal.

  

  Business Response

  Date: 03/25/2024

  Good afternoon,
  
  
  *** Health takes all complaints seriously and works directly with the patient/guardian to reach a satisfactory resolution that is within compliance of the Health Insurance Portability and Accountability Act and provider contracts. This concern will be investigated and will be worked on by *** Health to get it resolved to a favorable resolution as quickly as possible. Contact with the patient/guardian will be made soon. The account is being investigated and *** Health is diligently working to ensure that the patients account is processed correctly. *** Health will continue to update the patient/guardian on the progress of the account review until we have reached the best possible resolution on this account. 
  
  

  
  Thank you.

  Customer Answer

  Date: 03/25/2024

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.
  
  Regards,
  
  *************************
  
  
  
  

  Customer Answer

  Date: 04/08/2024

  I am writing to reopen this complaint.  *** health left me one voice mail that they were looking into the matter and would call me back next business day. That was 2 weeks ago.  I have called them multiple times since with no response.  Moreover, they have added to my bill.  I cannot reach the person who is supposedly looking into my account.   How do I escalate my BBB complaint because *** is not responding to the concern?

   

  

  Business Response

  Date: 04/11/2024

  Good morning,
  
  
  *** Health takes all complaints seriously and works directly with the patient/guardian to reach a satisfactory resolution that is within compliance of the Health Insurance Portability and Accountability Act and provider contracts. This concern will be investigated and will be worked on by *** Health to get it resolved to a favorable resolution as quickly as possible. Contact with the patient/guardian was made on 4/8/2024. The account is being investigated and *** Health is diligently working to ensure that the patients account is processed correctly. *** Health will continue to update the patient/guardian on the progress of the account review until we have reached the best possible resolution on this account. 
  
  
  
  Thank you.

  Customer Answer

  Date: 04/11/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  While I agree with *** Health's response that they did indeed make contact with me on 4/8/24, this matter has been ongoing for several months.  I continue to await resolution of the matter.  The last time that I accepted their response, I did not hear from them again until I reopened this complaint.  Moreover, when I spoke to **************** on 4/8/24 she stated she would remove the February charge which she did.  However, that charge reappeared the next business day.  I do not feel that contacting me regarding my complaint is a resolution.  We need actual resolution to the fact that my son was treated for 3 months beyond the time when he was showing measurable progress and each treatment note was identical, thus setting us up for denials.  As a therapist myself I am well aware that we must stop treatment when medical necessity can no longer be demonstrated. 
  
  Regards,
  
  *************************
  
  
  
  

  
  

  

  Business Response

  Date: 04/18/2024

  Good morning,
  

  
  Currently, our senior escalations agent is collaborating with the provider's office to resolve the issue. They have also been in communication with the patient's mother since the beginning of this week to provide an update on the progress of rectifying the issue. Once an update is provided to the escalations agent she will back in touch. 
  

  
  Thank you.

  Customer Answer

  Date: 04/18/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I agree with **** response that the escalation department has been in communication with me.  But as of yet there has been no resolution to the issue.  Moreover, we received another bill this week. I appreciate the escalation personnel maintaining contact; however, I would prefer this complaint remain open until the matter is actually resolved. 
  
  Regards,
  
  *************************
  
  
  
  
  

• Initial Complaint

  Date:12/03/2023

  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 have continually been asking *** to amend their double billing for my ONE visit on July 21, 2023 to *************************************, MD, Orthopedics. My co-pay is $35 and statement #************, had the correct co-pay OF $35. The duplicate statement, #************, had an excessive copay of over $200!! FOR THE SAME VISIT ON THE SAME DATE!! I am a senior making monthly payments on all *** bills to the best of my abliity and protest this duplicate statement which has several entries items TWICE!!. *** has continually threatened to send my account to collection despite their cashing all my monthly bank checks remitted to them. I protest this excessive bill; it is not correct and I will not pay double for ONE visit!!JULY 21, 2023 VISIT AT ONE OFFICE ONE Lidocaine 1% solution @ $60.25 ONE Radex Wrist Complete @ $41 NOT 2ND Radex Wrist Complete @ $703 ONE OP ***** Mins @ $468 NOT 2ND ************* @ $377 ONE Bethmethasone Sodium Phosphate 6mg @ $111.05 ONE Arthocentesis Injection @ $254 NOT 2ND Arthocentesis Injection @ $644

  

  Business Response

  Date: 12/04/2023

  Good afternoon, 

   

  I greatly apologize for the confusion. When a provider participates in Provider Based Billing, there is a separate claim for the Physician/Doctor, and a claim for the facility/hospital.

  One charge for the professional services from the doctor you see; One charge for the facility, which covers the use of the room and any medical or technical supplies, equipment and support staff and this will result in 2 charges for the one office visit. 

  I will have our billing advocate reach out to you to explain. 

   

  Thank you. 

  Customer Answer

  Date: 12/04/2023

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised, and they HAVE NOT despite my many attempts to work with them, I SHALL get back to you at: **********************************************.
  
  Thank you for your assistance.

   

  Regards,
  
  ***********************
  
  
  

  
  

• Initial Complaint

  Date:11/29/2023

  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.

  My son had surgery on January 10, 2023 in the children's urology department. We paid up front for the surgery and care. It totaled ********. On Nov. 1st we received a bill for ******* for his surgery. After calling costumer service on 11/6/23 or thereabouts I was informed that I had to talk to insurance. I did. They said their end was covered. I called *** back and talked to a different costumer representative who looked into the account and noticed that I was refunded ******* on January 27. According to the representative there were no notes as to why I was refunded the money. We never received notification about this refund. She passed my info along to their escalation department because there were no notes in the file as to why it was refunded. The representative said the escalations department would be in touch with me. ******, from escalations called on November 22 around 10 am. I called her back at the number she left and left a voicemail at 3pm. I called Monday, Tuesday and today (Wednesday) and left messages for her to call back. The bill is due on Friday (12/1/23). I want to know why we were refunded money with no notification. We thought our bills were all paid and then to find out before the holidays that it's not is incredibly frustrating. Also, if it was the hospitals mistake than I think they should cover part of the bill.

  

  Business Response

  Date: 12/04/2023

  Good morning, 

   

  I have my billing advocate investigating your complaint and she will be in contact with you soon. I greatly apologize for another representative that was working on your complaint not calling you back, I'm looking into that as well. 

   

  Thank you.