Complaints

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

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  Lee Health

  P O Box 150107 Cape Coral, FL 33915

• 

  Lee Health

  9800 S Healthpark Dr Ste 210 Fort Myers, FL 33908-3630

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:01/02/2025

  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.

  I went in for a yearly physical, which is free through my insurance company, I was billed a yearly physical which ********** paid in full, and also billed on the same time and day for a Office/Outpt Visit,Est,Levl III - ***** (CPT) which now they say I owe *****.I have FSHD 1 and I see a ****************** specialist for that in ********, ******* has nothing to do with my primary doctor.Not counting when they ordered my blood work, they didnt order it as a yearly physical, which I have bills through them now for my blood work.I am fed up with Lee Health and to the point that I want to find another doctor and another hospital to deal with I go through this every single time I go to the doctor I can not take the stress Lee health puts ppl threw over there billing.Never had problems in MI with one bill but here every bill is a fight!!

  Business Response

  Date: 01/10/2025

  Good afternoon Mr. ******

  My name is ***** ********** I am the **************** Billing Supervisor in ********************. We very much appreciate the time you have taken to share your concerns. We sincerely regret that your experience was not as you expected. Lee Health continually seeks to exhibit a caring and compassionate attitude and we truly value comments from our patients and their families in a way that allows us to improve the services we offer to our community.

  Review of your records show that you were scheduled for your yearly physical for the visit of December 6th, 2024. On this visit your physical examination was performed, as well as medications were assessed,and prescriptions were sent to your preferred pharmacy listed as ******* Neighborhood Market in *******. The provider did not do an assessment for your ******************* it was only documented as you shared that it is under the care of the specialist.

  We strive to educate our patients, and I wanted to explain what the insurance companies consider as covered during the benefits for an annual physical examination. The annual physical exam includes a detailed history and physical that focuses on the medical history, family history and the performance of a head-to-toe assessment with a hands-on examination of all body systems. For example, the practitioner does a visual inspection,palpitation, auscultation and manual examination to assess overall general health and detect abnormalities or signs that could indicate a disease process that should be addressed. During your preventative visit, if you need care thats not preventive, medical tests or treatments, new or refilled prescriptions, or a referral to a specialist or other doctor, you may have a cost share (out-of-pocket cost) for the office visit that is no longer part of the preventative examination. In this visit the assessment of the medications that were prescribed is what made an additional out of pocket cost to you as it was outside of the preventative and it is billed separately to your insurance.

  You also mentioned that you were receiving a bill for your blood work from the lab company related to your yearly physical, I cannot see that bill in Lee Health. If you would be so kind as to email me the bill you are receiving to my email address ****************************************** I would be glad to review further for you with the practice manager to see how we may assist.

  In the interest of community spirit, we have adjusted the balance for December 6, 2024, in the amount of $58.17 for the visit and I look forward to your email to review this concern further for you. We hope that this gesture reflects Lee Healths commitment to providing customer service and satisfaction whenever possible.

  Again, thank you for sharing your experience with us. I am truly sorry that we did not meet your expectations.   Lee Health is committed to providing quality care to improve the outcomes for our patients. Should you have any further concerns or questions, please do not hesitate to contact me if I may be of further assistance. I can be reached at **************. 

  Sincerely,
  ***** *********
  Billing Supervisor

  Customer Answer

  Date: 01/14/2025

   
  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:03/01/2024

  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.

  I see my pain management doctor every two months. He transferred over to Lee Health and his office is across the street from the hospital. In October I started receiving bills from their office not only for my physician visit ( which I expect) but now Im being charged a facility fee. They are billing my visit as an outpatient facility (example would be urgent care). Due to my pain, I am required to be seen every two to three months. These are not urgent medical appointments. They take approximately ***** minutes at the most. I feel they are double dipping and causing patients to pay an exorbitant amount of money for a very simple doctor visit. I want this stopped for myself and other. We should not need to pay double for these simple services. My visits were October 20,2023 and December 15,2023 I have not paid as I feel this is unethical but I was sent to collections for $280.00

  Business Response

  Date: 03/11/2024

  Thank you for contacting Lee Health, I appreciate you taking the time to express your concerns regarding your bill, and I want to apologize for your dissatisfaction.

  Regarding the charges and our fees, we understand the cost of healthcare can seem overwhelming. It takes an entire team of professionals,state of the art equipment, facilities, medications, and supplies to provide the high quality care that is the hallmark of our services to meet the needs of our community.  Lee Healths charges are lower than the average for many other similarly situated hospitals.  We are not for profit and receive no direct tax dollars. We strive to keep our costs for care as low as possible.Charges are based on both historical data and the negotiated payment.
  

  I have reviewed your account and I thank you for being a patient of our *************** location since 2022. According to your insurance you have a $4,200.00 dollar yearly deductible and your pain management visits have applied $140.80 to your deductible with your current insurance for the facility fee. The Facility fee cost billed to your insurance for the pain management outpatient location is associated with caring for the patients face-to-face visit. This can include nursing salaries, benefits, supplies,equipment, and/or indirect and direct costs for operating the clinic.Face-to-face nursing care tasks are not separately chargeable. For example:taking a patients vitals, pain assessment, patient education, discharge instructions, specimen collection, and additional nursing assistance.
  

  I have applied a one time courtesy adjustment for the visits that you mentioned dates of services October 20, 2023 $140.80 and December 15,2023 $140.80 for a total courtesy adjustment of $281.60.
  

  We hope that this gesture reflects Lee Healths commitment to providing customer service and satisfaction whenever possible. Going forward our pain management location is an outpatient facility and you will receive a statement according to your benefits with your insurance when receiving outpatient services in an outpatient facility. 
  

  Again, thank you for sharing your experience with us. Lee Health is committed to providing quality care to improve the outcomes for our patients.  Should you have any further concerns or questions, please do not hesitate to contact me if I may be of further assistance. I can be reached at **************. 
  Respectfully,
  
  *****************************
  *********** ***************** Services

• Initial Complaint

  Date:06/06/2023

  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.

  Im ******* of 2023 I went in to get an **ray like my doctor requested. I went to the Lee Health facility in ********** because it was next to my house, around 5 minutes away. The **ray process took 5 minutes. A few days later I received a bill for over $1400 for a single xray then they say the insurance covered around $500 lowering the total out of pocket cost to $811.20. My finance goes to the same place and without insurance her **ray costs are around $150-$200. I pay $150 a month for insurance through my work and on top of that pay more for an **ray than the uninsured. Doesnt make any sense. Ive spoken to many people at Lee Health who all say thats just the way it is. I have paid the bill but am asking for a fair price of this xray and would like a refund equal to around $600 to make the total out of pocket $211.20 or similar. $811.20 after insurance is price gouging. Ive never in my life had an **ray over $150-200. It seems to me that it would be better to save my monthly insurance cost of $150 and get better pricing on health coverage by going uninsured. Please help.

  Business Response

  Date: 06/13/2023

  Thank you for contacting Lee Health, I appreciate you taking the time to express your concerns regarding your hospital bill and I want to apologize for your dissatisfaction.
  
  Regarding the charges and our fees, we understand the cost of healthcare can seem overwhelming. It takes an entire team of professionals, state of the art equipment, facilities, medications, and supplies to provide the high quality care that is the hallmark of our services to meet the needs of our community.  Lee Healths charges are lower than the average for many other similarly situated hospitals.    We are not for profit and receive no direct tax dollars. We strive to keep our costs for care as low as possible. Charges are based on both historical data and the negotiated payment.
  
  Your account was  reviewed  to make sure the charges are correct. That review is finished and there were no discrepancies found and no incorrect charges. We show your insurance was billed for your services and in accordance with your benefits $811.20 was the allowable and was applied to your deductible.The difference of $540.80 was the contractual write off.  You were not asked to pay this amount.   Statements were sent to you for $811.20  on  January 22, 2023, February 21, 2023, and March 23rd, 2023.    We show you paid your balance on  June 6th 2023.    Unfortunately, there is no way to negotiate your balance because it is your deductible and we are required by contract to charge you the deducible you agreed upon with your insurance policy.
  
  Again,thank you for sharing your experience with us.  I am truly sorry that we did not meet your expectations.   Lee Health is committed to providing quality care to improve the outcomes for our patients.  

  Customer Answer

  Date: 06/13/2023

   
  Complaint: 20149589
  
  I am rejecting this response because:

  The charge is unacceptable I paid it because unfortunately I have other medical issues but I will not be returning to Lee health and taking my family elsewhere.

  The same procedure cost my uninsured fianc $200. I pay $200 a month for insurance and somehow that gets me a higher price? Lee Health masks as a nonprofit but takes advantage of those who have insurance and dont know how to shop around.

  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:05/30/2023

  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 trying to schedule a tonsillectomy for my daughter with Pediatric Ear, ************** an affiliate of Lee Health, since February, 2023.Telephone: ********** Address: ************************************************************************************** I have continuously been told that the surgery scheduler will call me back and I have never received a call. My daughter has now had strep throat 7 consecutive times, and I cannot get her the medical care she so urgently needs.The scheduling process of this office is neglectful and harmful to their patients. This needs to be addressed and changed.

  Business Response

  Date: 06/06/2023

  Customer has been contacted directly and scheduled as requested.

• Initial Complaint

  Date:02/14/2023

  Type:Service or Repair 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.

  My son ***************************** was inpatient at Lee Health ******************* during the Hurricane **** My son is nonverbal, and I am his legal guardian/medical proxy. For me to be at the hospital during the hurricane I had to be at hospital by 5pm before lockdown. While preparing for hurricane I slipped and injured my elbow requiring medical attention. So, I had to go straight to ********** hospital due to lockdown and ended up with a hefty medical *********************** $4000 for just having two staples in my elbow. I did not have medical insurance and would have gone to urgent care for a much less expensive alternative. I have attempted to get help from FEMA with this medical bill, but they are requiring a letter from a physician that this was in fact disaster related. I have attempted several times to get assistance with this from ********** hospital, but they are stating because it was an ** visit, I could not get this because it would be difficult for doctor to remember my situation if that doctor would still be there. Well according to medical records it clearly states what happened. I have tried SEV**AL avenues to get this addressed with no prevail. I last spoke with ****** the ** Coordinator to attempt to get letter from a doctor. I never saw a doctor just a Physician assistant and Nurse. I was still charged doctor *** whom I never saw either. FEMA has now denied my claim and time is running out for me to submit letter needed for FEMA to consider my appeal. I either need that letter or at this point I ***l need to write off bill due to them not cooperating. I cannot afford this bill and have done my due diligence and have acted in good faith to get assistance offered

  Business Response

  Date: 02/20/2023

  Thank you for contacting Lee Health, I appreciate you taking the time to express your concerns regarding your hospital bill and I want to apologize for your dissatisfaction

  A review of your charges to ensure the appropriate levels and charges were billed.  Charges/services were audited and no discrepancies were found.  *** services were provided piror to the hurricane and were not noted as Hurricane related.    Our notes indicate that you submitted a request for financial assistance on  September 24, 2022.  On October 12, 2022  a letter was mailed to you requesting  proof of income to complete your application.  We also placed a call to you to ask for this information.   You stated you were on another call and you would call us back.  We did not receive a call  back from you, or the information needed to complete your financial assistance application.    On Novemeber 2, 2022 a letter advising you your application was denied for missing requested proof of income.   

  We would still like to help you with the request for financial assistance, however, we need to receive the proof of income for the total household.

  2021 Business and Personal income taxes
  Bank statements showing deposits and transfers only (summary page) from Jan 2022 - Sept 2022.

  Please forward the documents to our office within the next 10 BUSINESS DAYS so that we can see if we can help
  you.   Once we receive the documents, please allow us 30 days to process your application. We will send you a letter to let you
  know if you are approved or not approved.    We know that medical bills can be hard to understand and we are here to help. Please call us if you have any questions at
  ************, or ************** so we can help you.

  
  Please forward this information by fax to ************ or email to:  ****************************

  Lee Health is committed to providing quality care to improve the outcomes for our patients.  Should you have any further concerns or questions, please do not hesitate to contact us if Iwe may be of further assistance.  

  Sincerely,

  
  ***************************

  . 

  Customer Answer

  Date: 02/20/2023

   
  Complaint: 19396837
  
  I am rejecting this response because:

  As you can see I received a letter from the doctor with the assistance of the Emergency Room Coordinator that this was IN FACT Hurricane injury preparation related.  Therefore, your company's delay could cause me issues in getting assistance with FEMA.  Me applying for financial assistance has NOTHING to do with the lack of cooperation in obtaining the information I have been trying to obtain for MONTHS for FEMA.  And now the lack of your attention to my concern, the multiple hours I have spent jumping through Lee health's systems hoops to get what is my patients rights and with obtaining the information I needed from the doctor.  Our county went through serious crisis and your lack of empathy for a dollar is quite frankly concerning.  As I mentioned I had no choice but to go to your ER or I would not have been able to advocate for my son whom I am a legal guardian for.  At an urgent care this would have cost around $250.  I told them I did not want x-rays yet I am being billed thousands.  So read the complaint again and see the letter above and re-evaluate your response as it is inaccurate at best.  If I missed my opportunity to get assistance with FEMA due to your lack of cooperation in me obtaining this letter in a timely fashion, and Lee Health does not address it, we will be going to small claims court.  That being said will cost your company more money to send an attorney to argue, and with my proof I will win.  It would behoove you to read these complaints in its entirety and not throw out things that do not apply. Lee Health is 100% in the wrong here and this letter confirms it.
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 02/28/2023

  We very much appreciate the time you have taken to share your concerns.  We sincerely regret that your experience was not as you expected.   Lee Health continually seeks to exhibit a caring and compassionate attitude and we truly value comments from our patients and their families in a way that allows us to improve the services we offer to our community. 

  We have provided you with a 50% discount on your remaining.     We hope that this gesture reflects Lee Healths commitment to providing customer service and satisfaction whenever possible.  

    Again, thank you for sharing your experience with us.   I am truly sorry that we did not meet your expectations.   Lee Health is committed to providing quality care to improve the outcomes for our patients. 

  
   Respectfully,

   

  *************************;

   

  Customer Answer

  Date: 03/02/2023

   
  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:02/13/2023

  Type:Service or Repair 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.

  Daughter was scheduled for an echocardiogram and we were called with an estimate. I did some research on our insurance and found other locations to be a lot cheaper. I called office to cancel and ask for a referral to get it done elsewhere. I got transferred to their CIV department. I spoke to **** and explained our insurance was showing to do it just about anywhere else is $50. She said to give her a few minutes and when she came back she told me merry Christmas how does $50 sound? I told her great and in that case I would keep her appointment with the pediatric cardiology location. Her chart even shows a notation that it is $50. Fast forward and we received a bill stating we owed more money. We have tried the billing department and calling CIV and we are told they dont know what to tell us and they arent changing it. We have asked for recordings so we can prove what we were told and now we are being ignored. Very frustrating as we would have just gone elsewhere to complete the echo for much cheaper but we were told she fixed something and it would be the same price.

  Business Response

  Date: 02/20/2023

  Thank you for contacting Lee Health, I appreciate you taking the time to express your concerns regarding your hospital bill and I want to apologize for your dissatisfaction. 

  A review of your concerns has been completed.  We find that our notes show on November 18, ******************* the amount of $476 was given to the Mother.. Notes state Mom acknowledged the amount that would be due at time of service. Date of service November 22, ****************************** the amount of $50.00 was made.  Services were provided and billed to the insurance as provided at time of service.   Insurance processed the claim and stated the patient responsiblity was $ 353.66  minus the $50.00 paid at time of service left a balance due of $303.66.   A statment was sent to the guarnator of the account,  on 12/20/22.   On January 12, 2023  the father called in to say the wife had negotiated a responsiblity of $50.00.    We advised our notes did not reflect that. Father stated he would call back.   On January 23, 2023 father called back and again stated balance due of $50 was paid.  Call was referred to a Lead for review and response.   February 3, 2023 a 25% good will adjustment was provided leaving a balance of $275.75.  Father was called back with this information and stated he still disputed the balance due.

  As an act of good faith we are giving a courtey of the remaining balance to resolve this matter.   We hope that this gesture reflects Lee Health's commitment to provide satisfaction whenevere possible.   

  Thank you for sharing your experience with us.  I am truly sorry we did not meet your expectations.  Lee Health is committed to providing quality care to improve the outcomes of our patients.  Should you have any further concerns or questions, please do not hesitate to contact me if I can be of any further assistance.  I can be reached at **************.  

  
  Respectfully,

  
  ***************************

  Customer Answer

  Date: 02/20/2023

   
  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:12/06/2022

  Type:Product 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 an appt.with my primary care *************** scheduled on dec 1 2022. Hrs. Prior to it i recieved a call from lee health stating my appt. Was cancelled and was rescheduled for march 3 2023. My 12, 1 appt. Was made after my dr. ********* it to go on vacation that date was 9 ,6 2022 i should have filed a complaint then. There is an obvious pattern of unacceptable treatment in use. Lee health a uses the word exceptional to describe its patients treatment / service. I fail to see how this qualifies. When a dr can t fulfill his duties a replacement dr. ****** be used to cover the patients needs . I m told thats not true . this may or not be true. it sure was up until my being subjected to this. I was told a supervisor would call me. This did nt happen. Seeing a dr is stressful having a dr. ****** on you twice without a solution that any reasonable person would accept is why im here filing this. Thank you for uour attention in this matter .

  Business Response

  Date: 01/25/2023

  The concern this patient expressed was shared with our practice leadership and earlier appointment was made for the patient . Additionally, measures have been put in place to ensure we make every effort to make accommodations for all our patients to best meet their needs.

  Customer Answer

  Date: 01/26/2023

   
  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,
  
  ***********************