Complaints

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

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  UCLA Health

  PO Box 748156 Los Angeles, CA 90074-8260

• 

  UCLA Health

  PO Box 748260 Los Angeles, CA 90074-8260

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:01/10/2025

  Type:Service or Repair 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.

  On ***********, my son ****** Ring (DOB *******) was seen for respiratory distress at *****************. This was 9pm approximately. Due to his medical status, he was rushed to treatment immediately. During the treatment and observation period Dr. **** ******* notified me that he will be ordering admission. I asked him no less than 5 times if admission was necessary. He said yes. Due to ******** state and vitals, he is ordering admission. I asked for a second opinion. The pediatrician on call agreed with him. An hour later, I asked the pediatrician the same question. She agreed: Admission is recommended due to his state.With that, i agreed to admission to ********** ******* then informed me that ****** did not have enough beds, and that he is ordering an admission and a transfer VIA AMBULANCE to *************************** (2 miles down the road). I asked if we can be discharged from ****** and I drive us over to ******************. The doctor said no because 1. of his medical condition and 2. if we were discharged, we would have to be seen at ****************** ER and go through the whole process over again. By agreeing to be admitted through ****** & transferred via ambulance, we would go directly into the peds floor at ***************************. Great. Ok. I agree. We were then admitted and transferred at 2am on September 4th to ****************************Treatment at ****************** went great.When I received the bill from ****, I received the copay of $250. I informed the billing department that he was admitted and because of this, Anthem would pay the FULL amount (including the $250). Via email, the billing department told me that Dr. ******* wrote in the medical records he DID NOT recommend admission. I contacted my insurance company and they agreed that based on the facts, that it was a SINGLE ER visit and since we were admitted, it would have been fully covered. However, since **** billed it incorrectly, and have refused multiple multiple times to correct the ********, there was nothing to be done.

• Initial Complaint

  Date:01/10/2025

  Type:Billing 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.

  On 7/20/24, I visited UCLA Medical Center for stomach issues after going to urgent care. I was given some fluids through an IV, anti-nausea medication, and had some lab work done, along with one CT scan of my lower stomach. I was told by a representative there that it wouldn't cost me more than a couple hundred dollars at most after providing my insurance info. Based off of that information, I continued my appointment. After the tests were run, I spoke to the on-site physician and was prescribed antibiotics and sent home. I took one dose of the new antibiotic prescribed, and then I woke up the following morning covered in a head to toe rash with hives everywhere. I then had to visit my primary to get this resolved because the ************* only ran tests and prescribed me an antibiotic that I was allergic to. That was just the context and not the reason we are submitting this complaint. After all that, we received multiple bills in the mail, one of them totaling to $2,834.03. We then called the hospital and they couldn't email us the cost breakdown or the reason behind this exorbitant charge. We then found out from Blue Shield that they billed them $35,425.36 for the ** visit. On one charge, the amount billed was supposed to be for $2,169.00, and instead it shows they applied a double-negative charge (- - $12,001.14), which made the amount allowed $14,170.14, which made Blue Shield's responsibility $11,336.11. I believe that this is an error because the amount allowed is OV** what the actual charge is.When I combine these, it is the only charge that does not match with the amount billed. I am unable to get anyone from the hospital to resolve this. I've tried with both the hospital and insurance and neither can sort this out. We understand paying for services received, however, this seems unethical and wrong on the hospital's part due their incorrect billing error.

• Initial Complaint

  Date:11/12/2024

  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.

  I was a participant in the UCLA Health Operation Mend program. I was told I would be put in either their PTSD or TBI track and their different doctors in my 1-wk rotation prescribed me both Midrin for migraines and Adderall for behavioral symptoms. After 1-week of disclosing vulnerable private information, I was not invited back to continue care as a wounded warrior military veteran. Also, recently I received correspondence wishing me a great day but it was more of a slap in the face because I allowed myself to be vulnerable during the program visit and expected help which a few of the immediate doctors wanted to provide but I was not invited to return. I am diagnosed by the VA with having mild TBI and PTSD symptoms from my OIF deployment and being medevacd to ***************. Moreover, I asked for my records during this experience and I was given zero help at retrieving them. It really didnt make sense when your brain doctors told me what track they decided to put me on only to not be invited to continue receiving the nonprofit services meant also for service members like myself. Before I left the program I was thanked for my service and involvement. I am thankful to the generous donors who hope their fundraising makes a difference for the intended parties. Thank you.

• Initial Complaint

  Date:06/27/2024

  Type:Product 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.

  Hi the issue stems with the customer service. I have sent numerous messages through their portal and have been denied any answers regarding clarification of the care I received in February. I have asked for and understanding on how to push back the bill until we can resolve it, and this was met with no information. I also sent numerous messages to the billing department, the medical department, the doctors office, and to the support group. I received no answers and have been told numerous times to call. When I do call I was hung up on, I also was denied again any relevant information into the inquiries I was asking about. Overall UCLA has denied me any understanding of how their system works, they've also denied me anything in writing to refer back to. And they also will not provide me any information so I can contest the coding that occurred on that office visit.

• Initial Complaint

  Date:06/11/2024

  Type:Service or Repair 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.

  I received treatment at a **** facility after being referred by my PCP for physical therapy as well as Occupational therapy starting in February 2024. At the time if my appointment i inquired as to the cost since I had not been told the price prior to the appointment as per usual in the app or received an estimate call. I was told that I was covered and had a copay. I have had TP in other locations and my copay for this appointment that I was expecting was $30. It took several weeks for me to receive a bill and at no time during my appointment or after my appointment or in between of my appointments was I informed of pricing. I have weekly appointments. imagine my surprise when I received a bill for $503, $289.60, $72, $100.60, $46, $92. All for the same treatment - physical therapy. I have called UCLA Health and have basically been getting the run around with oh, that's not our department you need to call this place ECT ECT. My contention here is that the cost was not explained prior to the appointment even though I asked. That I was in fact given incorrect information. Also, no estimate was given prior to any appointment. this was not an emergency situation, there was time to give an estimate. I received no calls or messages from anyone prior to my appointment with estimated cost. This has been the case for any other appointment I have had at ***** that cost very based on insurance I understand. there is a whole department whose job is to figure out the costs prior to procedures/appointments. I have also been told that it is generally the rule that a call is given to the patient if the cost is more than $50 copay. this clearly did not happen. this seems like a clear abuse their position. even when looking on their website and using the tools that supposedly calculates the cost I wasn't able to get a clear answer (this is after the fact as obviously prior I believe the cost to be $30 copay).

• Initial Complaint

  Date:06/11/2024

  Type:Billing 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.

  In January, I visited a sleep specialist and agreed to participate in a take-home sleep study test. Following this visit, I received a bill for $201.72. I assumed this charge covered the office visit and the cost of the sleep study test, as no additional costs were discussed during my appointment. Consequently, I paid the $201.72 bill in full, believing that it accounted for the entire procedure.Approximately one month later, I received another bill for $51.82. This charge was unexpected and confusing, but I paid it promptly to avoid any potential issues with my insurance coverage or credit standing.Recently, I received yet another bill, this time for $540.53, which I find to be exorbitant and wholly unanticipated. At no point during my consultation or the administration of the sleep study test was I informed that I would incur multiple, significant charges. Had I been aware of the potential costs, I would have reconsidered proceeding with the sleep study due to financial constraints.Given these circumstances, I believe there has been a lack of transparency regarding the billing for these services. Specifically, my concerns are as follows:Inadequate Disclosure of Costs: I was not informed that the sleep study test would result in three separate charges totaling nearly $800. Proper disclosure of potential expenses is essential for patients to make informed decisions about their healthcare.Unexpected and High Charges: The cumulative charges, particularly the $540.53 bill, are excessively high. This amount far exceeds what I reasonably expected to pay based on the information provided to me during my initial visit.Billing Clarity: The billing statements provided do not offer a clear explanation of the charges, leading to confusion and difficulty in understanding the necessity and justification for these amounts.

• Initial Complaint

  Date:04/18/2024

  Type:Service or Repair 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.

  I went for a standard imaging study at a UCLA satellite location (in ************) and was charged a $40 copay shortly after my visit. They then reached out and told me I had an abnormal result and would need to come in for follow-up imaging. They asked which location I would prefer, and I said ****************** or ***************, but I would take the next available appointment as they didn't have openings for quite a while at my two chosen locations. The next day, a representative called and told me that they had an opening at the ******** location. I happily took the appointment. **** in, had the imaging study, done. No copay was collected at the time. Later, I received two more online bills (with zero details) for $40. I reached out because I was sure they'd made a mistake. I had already paid $40 for the first imaging study, and expected to pay $40 for the second study. I finally reached a customer service rep who told me that because I went to the ******** location, the equipment was owned by UCLA Hospital, but the radiologist was part of "UCLA Physicians" and they were two separate entities, so I would have to pay one copay for the equipment, and one for the physician. She told me that if I'd gone to a different location, I probably wouldn't have paid two copays for the single service. No one had explained this to me during scheduling and I asked her to have her manager call me. I did eventually get a call--from a different rep--who told me that it was "probably somewhere in the paperwork" or maybe "on a sign on the wall somewhere" that there "may be extra facility fees." VERY vague. I asked her to procure the paperwork that I signed or a picture of the so-called wall sign, but she could not. I also told her that patients should be informed when scheduling about the possibilities of a double copay at the ******** location. This is a totally deceptive billing practice. I have now paid THREE $40 copays for a total of TWO services.

• Initial Complaint

  Date:04/16/2024

  Type:Service or Repair 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.

  09/28/23 Dr visit . UCLA I was charged my copay 20$ paid it as instructed I had all the docs and eye images on me from my main eye Dr who works in totally different office.I met Dr.******************************* but she said she can't take me because I m seeing her colleague so basically refused my case and I left never came back after being denied. I found a bill for 70.63$ ( 61.36$ eye evaluation which hasn't happened + 9.27$ for ultrasound)I believe this is fraud billing and I called billing to let them know about this error but they resend me the same bill I believe I owe them only 9.27$ for ultrasound I didn't need to do since I had all my docs.And I didn't get any eye evaluation at that time.

• Initial Complaint

  Date:01/09/2024

  Type:Billing 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.

  UCLA Healthcare was supposed to send me the *** monitor for a 24 hours test but I never received the device. Worst of all, **** charged my insurance. Now, the device company is sending me a bill because I never returned the *** monitor, which I never received.In addition, UCLA Healthcare incorrectly changed my wife's office visit without her consent from annual physical to regular visit and the insurance will not cover regular visit until deductible is met.

• Initial Complaint

  Date:10/03/2022

  Type:Billing 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.

  UCLA billed me fraudulently after their financial clearance unit cleared me for the *** scan full coverage with no co-pay. They also did not provide a hospital estimate before the procedure. They encouraged me to go through because it was approved by insurance and no other costs were involved. They are charging me almost a $1000.