Complaints

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:06/12/2025

  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.

  Date of Transaction: 3/12/2025 Amount Paid: $686 (charged, with $631.08 applied to my Aetna deductible)Nature of Dispute:I scheduled a preventive care visit with Dr. ******* **** at Stanford ***************** on 3/12/2025 and clearly stated during the visit that I only wanted preventive care. Despite this, I was billed as a new patient evaluation (CPT *****), resulting in a much higher charge.After I disputed this, Dr. **** confirmed in writing through Stanfords patient portal that he updated the note and coding to reflect the visit as preventive. ***** also confirmed they are ready to reprocess the claim once Stanford submits the corrected billing.However, weeks later, I am still being charged under *****. Billing acknowledges that the provider made the update, but continues to delay the correction. During this process, a billing representative also told me that in the future I should just shut up and not say anything during preventive visits to avoid additional charges. This is an unethical and unacceptable ***************** Tried Resolving:Dr. **** updated the documentation, but Stanfords billing department has failed to complete the correction or submit the updated claim to Aetna. I have followed up multiple times with both billing and the provider with no resolution.I am requesting that Stanford submit the corrected claim as preventive to ***** and reverse the improper charge.Desired Outcome:I want this to be resolved as intended the visit properly billed as preventive care with no improper charges. I also expect a formal acknowledgment and apology for the unethical guidance I received from billing, where I was told to just shut up and let the doctor do its thing to avoid future billing issues.

  Business Response

  Date: 07/03/2025

  We
  are sorry to learn of this patient’s dissatisfaction regarding their recent
  experience at Stanford Health Care. Stanford Health Care is dedicated to
  providing excellent patient care and customer service to every patient at every
  encounter, and we’re disappointed to hear we did not meet the patient’s
  expectations in this experience. To comply with the California HIPAA law and
  regulatory agencies (Center for Medicare and Medicaid Services, Joint
  Commission, the California Department of Public Health), we invite the patient
  to contact Stanford Health Care Guest Services at 650-498-3333 and ask to speak
  with a Patient Relations Manager. Patient Relations appreciates the opportunity
  to hear from the patient directly and remains available to assist the patient.
  The attached BBB Authorization to Release
  Health Information form does not meet the CA HIPAA requirements to release
  patient medical or financial information to a non-covered entity.

• Initial Complaint

  Date:06/05/2025

  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.

  l was under the care of Dr. ******* ***** *****-******, MD but the doctor has abandoned the patient for almost a year now. There has been no followup. Someone is putting the medicine refill order but there is no doctor on file. I am experiencing seizures but do not have the medical support needed.

  Business Response

  Date: 06/05/2025

  We are sorry to learn of this patients dissatisfaction regarding their recent experience at Stanford ************ Stanford *********** is dedicated to providing excellent patient care and customer service to every patient at every encounter, and were disappointed to hear we did not meet the patients expectations in this experience. To comply with the California HIPAA law and regulatory agencies (Center for ******** and ************************************ the **************************************), we invite the patient to contact Stanford *********** Guest Services at ************ and ask to speak with a Patient Relations Manager. Patient Relations appreciates the opportunity to hear from the patient directly and remains available to assist the patient. The attached BBB Authorization to Release Health Information form does not meet the CA HIPAA requirements to release patient medical or financial information to a non-covered entity.

• Initial Complaint

  Date:06/03/2025

  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.

  To the Better Business Bureau,I am filing a formal complaint against Stanford *********** for what I believe to be fraudulent and predatory billing practices related to a diagnostic scan I received on April 14, 2025.Stanford billed my insurance a total of $80,769.52 for a Whole Gut Scintigraphy (a nuclear medicine scan). Alarmingly, the statement includes three identical charges of $17,562.23 each for Pentetate Indium Disodium (HCPCS A9548) a radiopharmaceutical agent that typically costs between $1,000$2,500 per dose. Despite the fact that the results show that only two full doses of the agent were used as the third is a mixture. This discrepancy strongly suggests duplicate billing or upcoding, both of which may constitute medical billing fraud.The total charges are 1020 times higher than the standard industry rate for this procedure. While my ********** Blue Shield Federal PPO (Basic) plan covered over $76,000, I am now being billed $4,365.63 in coinsurance a direct result of these potentially excessive and inaccurate charges.I have already reached out to Stanford Billing, ********** Blue Shield, and relevant state and federal agencies regarding this matter. At this point, I am seeking the BBB's assistance in resolving this dispute and advocating for a reasonable adjustment to the charges.Although I am still awaiting an itemized bill and further clarification from my insurance provider, I felt it necessary to formally document this concern early in the process.Thank you for your attention to this matter.Sincerely,******** ******* ******************** Attachments:Stanford Billing Statement EOB from BCBS Explanation of services received

  Business Response

  Date: 06/16/2025

  We are sorry to learn of this patients dissatisfaction regarding their recent experience at Stanford ******************************************** is dedicated to providing excellent patient care and customer service to every patient at every encounter, and were disappointed to hear we did not meet the patients expectations in this experience. To comply with the California HIPAA law and regulatory agencies (Center for ******** and ************************************ the **************************************), we invite the patient to contact Stanford ************************** at ************ and ask to speak with a Patient Relations Manager. Patient Relations appreciates the opportunity to hear from the patient directly and remains available to assist the patient. The attached BBB Authorization to Release Health Information form does not meet the CA HIPAA requirements to release patient medical or financial information to a non-covered entity

  Customer Answer

  Date: 06/18/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** *******

• Initial Complaint

  Date:06/03/2025

  Type:Order 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.

  here's a brief description of the issue, a more complete account is attached along with a few supporting documents.Ive disputed charges concerning an ***************************** study conducted during a CCTA (Coronary Computed Tomography Angiography) study at Stanford Health., I was never informed about the *** study, did not consent to it, and it was not medically indicated.The CCTA study done on 5/29/24 was normal, My Framingham risk score indicated a low risk of cardiovascular events. Also, the Stanford radiologist's report of the **** explicitly stated that no *** was indicated. This professional assessment reinforces that the *** study was not medically necessary nor justified. But an *** study was done and now billed. Initially, the request for a ******** was denied by the insurance company. The clinician informed me it was not covered. However, she somehow obtained coverage, which suggests misleading information may have been provided to ****** to secure approval. I was not given informed consent regarding the *** study, as I had no knowledge of what an *** study was nor that it was being conducted.The day before the study, I requested written clarification, as the study originally discussed and agreed to was the ****, and the letter of denial included CCTA-*** which I had no understanding of what this meant. The clinician responded via Stanford's MyHealth email system, inaccurately stating that the **** was the same as CCTA-***, implying that no additional studies, nor additional costs would be incurred. This communication reflects a misunderstanding or misrepresentation of the procedure's distinct nature and necessity and cost.I have made multiple attempts to communicate with the Stanford to no avail. It appears that reimbursement was obtained under potentially fraudulent circumstances, as the services rendered did not meet the criteria for medical necessity as outlined by both professional guidelines and insurance policy terms.

  Business Response

  Date: 06/03/2025

  We are sorry to learn of this patients dissatisfaction regarding their recent experience at Stanford ******************************************** is dedicated to providing excellent patient care and customer service to every patient at every encounter, and were disappointed to hear we did not meet the patients expectations in this experience. To comply with the California HIPAA law and regulatory agencies (Center for ******** and ************************************ the **************************************), we invite the patient to contact Stanford ************************** at ************ and ask to speak with a Patient Relations Manager. Patient Relations appreciates the opportunity to hear from the patient directly and remains available to assist the patient. The attached BBB Authorization to Release Health Information form does not meet the CA HIPAA requirements to release patient medical or financial information to a non-covered entity

• Initial Complaint

  Date:02/24/2025

  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 visited the hospital for an annual physical exam. I am ordered lab test by the doctor at the hospital. The lab tests charged me significant more than a reasonable price. For example, the metabolic panel, which is basic blood test, is charged $1,184. Comparatively, the same test at ******* cost $237. Venipuncture is also charged separately for $105, which is beyond a fair price. I am willing to pay the bill at a discounted reasonable price. However, the lady from the billing department is rude and disrupt me multiple times when I expressed my thoughts. My requests:(1) I would like to file a formal complaint against the one at the billing department, and would like to receive an apology from it.(2) negotiate together a reasonable price for the bill.

  Business Response

  Date: 02/25/2025

  We are sorry to learn of this patients dissatisfaction regarding their recent experience at Stanford ************ Stanford *********** is dedicated to providing excellent patient care and customer service to every patient at every encounter, and were disappointed to hear we did not meet the patients expectations in this experience. To comply with the California HIPAA law and regulatory agencies (Center for ******** and ************************************ the **************************************), we invite the patient to contact Stanford *********** Guest Services at ************ and ask to speak with a Patient Relations Manager. Patient Relations appreciates the opportunity to hear from the patient directly and remains available to assist the patient. The attached BBB Authorization to Release Health Information form does not meet the CA HIPAA requirements to release patient medical or financial information to a non-covered entity.

• Initial Complaint

  Date:12/17/2024

  Type:Billing Issues
  Status:

  UnresolvedMore 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 dealing with over $11k in mistake charges throughout the year in fraudulent, duplicate charge attempts to insurance from Stanford despite being an out of pocket ********** an out of pocket patient, I always have to pay either in advance or in person prior to the appt starting. This has been the case all year. Every single time, they still tried to bill insurance later, even though as an out of pocket payer, my bill was taken care of and nothing should have been there to later try and charge insurance for. This is bad enough that they still tried, every time, despite our conversations and multiple calls/messages on the matter. I was reassured on my last call in October with finance that my balance due was $0 and everything was finally over. But it has all reverted this week, no longer showing any of my payments ever (which is of course impossible, because as an out of pocket payer, they don't allow you to have an appt without prepayment). The idea this has come back right before Xmas now has me dreading this insanity will extend into collections come January, which on top of everything else is completely unacceptable. The lack of care and consistency this year has been profound, and the self advocacy has been exhausting and stressful. I've attached multiple receipts for the recurring duplicate charges Stanford is still trying to claim due to billing insurance later, in error. I am not responsible for these attempts to get more money later even though my bills were paid out (and out of pocket at that). Once would be understandable, but repeatedly makes it seem like Stanford simply doesn't care if there's a chance they can get extra payouts. In addition, this worst one of over 11k is multiple colonoscopy charges for the same day, despite 1)me paying in advance and 2) the colonoscopy occurred at ******************, NOT Stanford. The negligence and predatory attempts probably work on too many people to guess. It's exhausting and truly evil. Help please!

  Business Response

  Date: 12/20/2024

  We are sorry to learn of this patients dissatisfaction regarding their recent experience at Stanford ************ Stanford *********** is dedicated to providing excellent patient care and customer service to every patient at every encounter, and were disappointed to hear we did not meet the patients expectations in this experience. To comply with the California HIPAA law and regulatory agencies (Center for ******** and ************************************ the **************************************), we invite the patient to contact Stanford *********** Guest Services at ************ and ask to speak with a Patient Relations Manager. Patient Relations appreciates the opportunity to hear from the patient directly and remains available to assist the patient. The attached BBB Authorization to Release Health Information form does not meet the CA HIPAA requirements to release patient medical or financial information to a non-covered entity.

  Customer Answer

  Date: 12/30/2024

   
  Complaint: 22685119
  
  I am rejecting this response because I have already spent countless hours on the phone and app attempting to reconcile this issue. Most recently, I was told I'd be contacted, but it has been over 2 weeks. To now tell me it is again on me to contact Stanford ************************** at ************ and ask to speak with a Patient Relations Manager is not making an effort at all. At the very least, they should actually contact me. Since my original complaint, my online account has changed multiple times, the balance due clearly at the worker that days whim. This has been and continues to be unacceptable, despite my clear argument of surprise billing and not just duplicates. 
  
  Sincerely,
  
  ******** ********

• Initial Complaint

  Date:12/17/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  1) I visited Family Medicine Samaritan Los Gatos in 2023 and received a referral for a preventative procedure called mammography. (University HealthCare Alliance ("***") operates the Family Medicine Samaritan Los Gatos practice. *** is a medical foundation affiliated with Stanford *********** and Stanford Medicine.) The referred location, for my mammography, was Radiology Imaging SJ Mammography. This is 100% preventative and should be covered by insurance. I called Radiology Imaging SJ Mammography to make an appointment and provided my insurance information during the call. 2) After the mammography exam, I got a $625.00 bill from Stanford ***********. I was told that Stanford *********** does NOT check insurance eligibility prior to accepting the appointment or performing the preventative exam, and I would be obligated to pay this amount. 3) I would like BBB to help me seek a full refund. This is a 100% preventative exam, and I was in no rush to do this exam. Stanford *********** could easily perform an insurance eligibility check, could have informed me that it is out-of-network for my insurance, and could have recommended that I go receive this exam elsewhere. It did not perform this courtesy insurance eligibility check for me as a patient, and I repeatedly received those bills from Stanford ***********. I called, and the customer service told me that it is patient's responsibility to figure out insurance eligibility. 4) I have other complaints against Family Medicine Samaritan Los Gatos*, but for now, I would like to raise this one to seek a refund of my $625 payment. Stanford *********** should know better to provide good patient experience and perform an insurance eligibility check before accepting my request for the mammography appointment. Thank you!5) *If Stanford *********** cares to know, I would like to inform you that I am less-than-satisfactory in my visit in 2023.

  Business Response

  Date: 12/18/2024

  We are sorry to learn of this patients dissatisfaction regarding their recent experience at Stanford ************ Stanford *********** is dedicated to providing excellent patient care and customer service to every patient at every encounter, and were disappointed to hear we did not meet the patients expectations in this experience. To comply with the California HIPAA law and regulatory agencies (Center for ******** and ************************************ the **************************************), we invite the patient to contact Stanford *********** Guest Services at ************ and ask to speak with a Patient Relations Manager. Patient Relations appreciates the opportunity to hear from the patient directly and remains available to assist the patient. The attached BBB Authorization to Release Health Information form does not meet the CA HIPAA requirements to release patient medical or financial information to a non-covered entity.

  Customer Answer

  Date: 01/02/2025

   
  Complaint: 22657456
  
  I am rejecting this response because: I called at the number on January 2, 2025. I was told that a Relations Manager will respond back to me in 2 days. Please do not close the case. Please give me another 5-10 calendar days. Thank you!
  
  Sincerely,
  
  ******** ***

• Initial Complaint

  Date:09/06/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  To Whom It May Concern: My name is ****** *****. I am an existing Stanford *********** patient. I have now been trying for many weeks to schedule an appointment in their Emeryville neurology department. I was told I could not self refer (although I am a ******** patient), and needed a referral from my primary care physician. My primary care physician sent this referral. Stanford sent it back, saying it did not have a diagnosis on it. I have called them repeatedly and they have repeatedly said they need the diagnostic code (although one of their representatives said he could see the code). Today I went to my primary care physician's office for the sole purpose of getting a hard copy of the referral. And yes, it does have a diagnostic code on it. I again called Stanford, and asked to speak to a supervisor. I had to ask 5 times before I was put in touch with a supervisor. She again wanted to read me what her computer screen said - the same thing that I have been told on many calls to Stanford. I read the diagnostic code to her. This made no difference - and she again wanted to read to me what her computer screen said. But she did say she would call the primary doctor - which could have been any time in all the weeks that have passed. I hung up and have not heard back. This issue has caused me a great loss of time, and has also caused stress and upset. My desired resolution: 1) an immediate appointment, 2) recognition that scheduling is part of patient care and should be treated as such. 3) a review of what happened here, and what should be done so future patients do not have to go through this. Thank you for your help.

  Business Response

  Date: 09/11/2024

  We are sorry to learn of this patients dissatisfaction regarding their recent experience at Stanford ************ Stanford *********** is dedicated to providing excellent patient care and customer service to every patient at every encounter, and were disappointed to hear we did not meet the patients expectations in this experience. To comply with the California HIPAA law and regulatory agencies (Center for ******** and ************************************ the **************************************), we invite the patient to contact Stanford *********** Guest Services at ************ and ask to speak with a Patient Relations Manager. Patient Relations appreciates the opportunity to hear from the patient directly and remains available to assist the patient. The attached BBB Authorization to Release Health Information form does not meet the CA HIPAA requirements to release patient medical or financial information to a non-covered entity.

  Customer Answer

  Date: 09/17/2024

   
  Complaint: 22212411
  
  I am rejecting this response because:

  I have already contacted them, but that did nothing.   
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:08/02/2024

  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.

  I have had a serious medical issue for years. Stanford unilaterally canceled my appointments and treatment because of an insurance issue without discussing with me to get the new insurance or allowing me to pay cash.Unilateral denial of necessary medical services when treatment has been in process for months. This is against the law and hypocritical principles.

  Business Response

  Date: 08/06/2024

  We are sorry to learn of this patients dissatisfaction regarding their recent experience at Stanford ************ Stanford *********** is dedicated to providing excellent patient care and customer service to every patient at every encounter, and were disappointed to hear we did not meet the patients expectations in this experience. To comply with the California HIPAA law and regulatory agencies (Center for ******** and ************************************ the California Department of Public Health), we invite the patient to contact Stanford *********** Guest Services at ************ and ask to speak with a Patient Relations Manager. Patient Relations appreciates the opportunity to hear from the patient directly and remain available to assist the patient.

  The attached BBB Authorization to Release Health Information form does not meet the CA HIPAA requirements to release patient medical or financial information to a non-covered entity.

• Initial Complaint

  Date:07/22/2024

  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.

  The worst. After 12 hours waiting in the ** with an appendicitis, told multiple times there was an order in for pain meds when there wasnt, given an iv of fluids because after 12 hours I was dehydrated - only to have the staff never hook up the iv to my ******** taking 2 hours to finally get someone to actually hook it up to my IV, put in a hallway for 3 days because they didnt have any room, having a vaginal exam conducted in the hallway under the security camera, given conflicting reports by different staff, no follow up communications on what steps were next, and not given any liquids until the end of day 2 when I requested to AMA and take myself to another hospital. Oh and staff standing outside my hallway tent at 6 am laughing & gossiping with one another - without any respect for the very sign they put up asking for quiet.

  Business Response

  Date: 07/23/2024

  We are sorry to learn of this patients dissatisfaction regarding their recent experience at Stanford ************ Stanford *********** is dedicated to providing excellent patient care and customer service to every patient at every encounter, and were disappointed to hear we did not meet the patients expectations in this experience. To comply with the California HIPAA law and regulatory agencies (Center for ******** and ****************** ***************** the ********************* of ****** Health), we invite the patient to contact Stanford *********** Guest Services at ************ and ask to speak with a Patient Relations Manager. Patient Relations appreciates the opportunity to hear from the patient directly and remains available to assist the patient. The attached BBB Authorization to Release Health Information form does not meet the CA HIPAA requirements to release patient medical or financial information to a non-covered entity.