Complaints

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

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Baptist Health South Florida, Inc. has 9 locations, listed below.

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• 

  Baptist Health South Florida, Inc.

  6855 Red Road Coral Gables, FL 33143-3632

• 

  Baptist Health South Florida, Inc.

  5000 University Ave Miami, FL 33146

• 

  Baptist Health South Florida, Inc.

  MM.91.5 Tavernier, FL 33070

• 

  Baptist Health South Florida, Inc.

  975 Baptist Way Homestead, FL 33033

• 

  Baptist Health South Florida, Inc.

  160 NW 13th St Homestead, FL 33030

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:05/19/2025

  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.

  My insurance was charged $1,300 for simple xray of my daughter's finger. The typical cost of this procedure in south Florida is $75-150. They were already paid by my insurance $736. When I called to get itemized bill or specifics on this overcharge, the employee was VERY rude and said to take it up with my insurance. My insurance isn't the problem. It's the exorbant cost of an x-*** * am disputing.

  Business Response

  Date: 05/20/2025

  Thank you for the opportunity to review and address this concern. Baptist Health South Florida takes all patient concerns very seriously, and we appreciate this feedback. Providing our patients with timely, personalized care is very important to us. We have contacted the patient and provided a resolution to their concern. Due to laws protecting patient privacy, we cannot comment on the specifics of any patients care. However, please know that whenever concerns like this are brought to our attention, we conduct a thorough review and address them directly with our patients as appropriate.

• Initial Complaint

  Date:05/09/2025

  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.

  I did not receive an itemized bill for the alleged services rendered. Moreover, I paid my bill in full on the date of service, as I informed the provider that I was not insured and that I would paying for the services in cash.

  Business Response

  Date: 05/12/2025

  
  Thank you for the opportunity to review and address this concern. Baptist Health South Florida takes all patient concerns very seriously, and we appreciate this feedback. Providing our patients with timely, personalized care is extremely important to us.
  The patient never requested an itemized bill. I explained that we provide an itemized bill upon request. We were able to resolve her billing issue, and she is satisfied with the outcome.
  Due to laws protecting patient privacy, we cannot comment on the specifics of any patients care. However, please know that whenever concerns like this are brought to our attention, we conduct a thorough review and address them directly with our patients as appropriate.

• Initial Complaint

  Date:04/06/2025

  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 took my daughter today to OB EMERGENCY because she is having painful contractions. I was not allowed to go in triage with her. She needs me because she suffers from PTSD and ANXIETY. I think this is absolutely ridiculous to not allow family members to go in with the patient when it is necessary!!!!!

  Business Response

  Date: 04/07/2025

  We regret that your recent experience did not meet your expectations. We would be happy to have the right party research it.  Please provide the patient's name and the hospital that she visited.

• Initial Complaint

  Date:03/07/2025

  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 needs to have an MRI every 2 months due to being diagnosed with brain cancer 5/2024. We had moved in Oct 2024 so I needed to find another hospital in our area to preform the **** In Dec 2024 I scheduled his MRI at Baptist Hospital and the scheduler made my sons appt in the *********************, all went well. I scheduled my son for his Feb MRI I once again called Baptist but this time unbeknownst to me he was scheduled in the hospital. The day before his appt I received a call confirming his appt and was told his payment for services was to be $3087, I was in shock! I asked why so much its usually $60. INSTEAD of explaining to me that my son was scheduled in the HOSPITAL INSTEAD OF THE MEDICAL ARTS building (next door off site) AND THATS WHY its more money, she told me she can transfer me to financial services to work out payments. The day of the appt we arrived at a different building, I asked where the medical arts building was, I went there, spoke to them and find out that if my son had been scheduled with them it would have been $60. By the time I got back to my son he was already getting his MRI, I couldnt stop it. Why wasnt I informed about that? How are consumers to know this? All Im asking for is a credit for $3,027 or at least half back. This is a huge hardship on my family.

  Business Response

  Date: 03/11/2025

  On Tue, Mar 11, 2025 at 12:40 PM ***** ****** <**********************************************************************************************************************************************> wrote:

  Good afternoon:

   

  Thank you for the opportunity to review and address this concern. Baptist Health South Florida takes all patient concerns very seriously, and we appreciate this feedback. Providing our patients with timely, personalized care is very important to us. We have followed up with the patients mother regarding her concerns and have provided a resolution. The patients mother was satisfied with the resolution. Due to laws protecting patient privacy, we cannot comment on the specifics of any patients care. However, please know that whenever concerns like this are brought to our attention, we conduct a thorough review and address them directly with our patients as appropriate.

   

  Regards,

   

   

  ***** ******

  Manager *************** Customer Service

  Baptist Health South Florida
  ************ Direct or Ext: 36071 | ****************************************************************************************************************************************************************************************************************************************************

  

   

  Customer Answer

  Date: 03/11/2025

   
  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.Thank you ********* and thank you Baptist Hospital for making this right  
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:11/07/2024

  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.

  Sept. 2024: called ************ about Baptist Hospital invoice for **** ******** had not paid for my mom's stay in April 2024; discovered secondary insurance (AXA Assistance) had been billed in July 2024 but not paid; I asked that they mail paper copy to AXA because they do accept electronic claims; my mom, ******** ***, passed away May 22 at home w/ hospice, billing acct. *************/7/24: received another invoice, same **** $1,632.00; called ********** said they had not received paper claim in mail; called Baptist again; they said they mailed paper copy to AXA not only on Sept 5 but also Sep. 6; they faxed copy to AXA 10/8/24: called AXA; they received fax but couldn't process because claim must be in original paper format; had 3-way phone call w/ AXA and Baptist billing; turns out billing uses a vendor in ******* to do the actual billing; Baptist had sent emails to them to paper mail to ******** was not done; I asked to speak to supervisor, was put on hold & later told supervisor was out of area but they were going to notify vendor, again 10/8/24: spoke on the phone to ******** in Baptist ************************** I told her all that needed to be done was to print the *********** forms, place them in envelope addressed to AXA (they had address on my mom's account), paste stamp, & mail; she told me not to worry that she would contact somebody about it 11/6/24: received invoice w/ "Final Notice" on envelope; call AXA, they had not received forms;called Baptist Patient Experience, left message for ******** 11/7/24: went to Baptist Hospital (*********************************************) main desk; waited at least half hour; ****** from Patient Experience showed up; she tried to speak to a manager in billing & couldn't; she asked billing desk to email vendor w/ instructions & email me copy of the two forms; ****** will be contacting me in a day or two Baptist is acting defiant, incompetent towards issue that easily resolved by mailing two paper forms in a envelope to AXA Assistance.

  Business Response

  Date: 11/11/2024

  We contacted the patients daughter and spoke to her regarding her mothers account. We apologized for the inconvenience and frustration this has caused. She confirmed that she received a call from her daughter's insurance carrier, and they confirmed they received our claim via mail and will send a check out by November 15,2024. 

  Customer Answer

  Date: 11/11/2024

   
  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. On Nov. 8, 2024, once again I contacted my deceased mom's secondary insurance provider to check on the claim and they said that just about an hour earlier in their mail delivery they found the missing paper claim forms from Baptist Hospital. They say they were giving my mom's claim priority by processing it right away; a check would be cut and mailed to Baptist by Friday, Nov. 15. ********* from Baptist called me that same day around 5pm and I informed her about all this. I also told her that although the care my mom received in April at Baptist was great their billing operation was inefficient and gives the appearance of lack of communication between staff members. Since the beginning of Sept. 2024 I have repeatedly explained to them how my mom's secondary insurance needed claim forms in paper format delivered by regular mail, not electronically or by fax. It took about three months for them to finally get it right. And this does not include the fact that they had been sending the forms electronically to the secondary insurance beginning in July 2024!
  
  Sincerely,
  
  ********* ***

• Initial Complaint

  Date:11/04/2024

  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.

  On 12/15/23 I visited the Baptist Health Clinic, located at *********************************************************************************************** for a follow up medical visit with Dr. **** ******. At that time I was inform that Dr. ****** was ill with covid . He shown up and the visit last less than 3 minutes, he check a monitor near the room and informed me that everything was fine and departed the room. ******************************************************** that the visit was concluded. Dr. ****** never do any routine check up on me to the best of my knowledge neither informed me that this was an annual check up since he performed that check up on my first visit and this was a follow up routine. For the past 3 months I keep receiving a bill from Baptist Health **************************** stating that I own $337.00 since ******** refused to paid in accordance with the bill. I contacted the ******** to informed of the above and they told me that reason of denial is because ******** do not paid for two annual medical test in the same year. Dr. ****** knowledge that facts but the billing office insist to collect $337.00 In fact there was no annual medical test performed on me that day my primary health plan is ******** Part A & Part B. and my secondary is Blue Cross/Blue Shield PPO (Federal Employees Program) I understand that Blue Cross/Blue Shield paid the co-pay of $65.21. When I contacted my secondary insurance I was told that they do not understand why ******** denied and not informed the above collection agency of the above problem. I did contact Baptist Health ************* Physicians to informe of the above. The reprentative informed me that Dr. ****** no longer work for them and he was the only person to make any changes on the bill such as the codes for payments. I am just a patient and a victim of the system all I know I have ******** and BB/BS to cover all my health needs and fell that this is some kind of fraud

  Business Response

  Date: 11/05/2024

  Thank you for the opportunity to review and address this concern. Baptist Health ************* takes all patient concerns very seriously, and we appreciate this feedback.  Due to laws protecting patient privacy, we cannot comment on the specifics of any patients care; but please know that any time concerns like this one are brought to our attention, we conduct a thorough review and address these concerns with our patients directly as appropriate.  We placed two calls to the patient today but were not successful in reaching him. We will try again.

  Customer Answer

  Date: 11/18/2024

   
  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:10/25/2024

  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.

  The customer service in the ****************************************************************** was terrible! I spent nearly 4 hours on Monday (10/14/2024) only to find out that my appointment had been canceled. Despite my procedure being approved by the insurance company (10/11/2024); the nurse from the hospital confirmed my appointment last Friday. What's worse, no one bothered to inform me via phone call or text message. It seems like some people don't realize that time is money.

  Business Response

  Date: 11/14/2024

  Thank you for the opportunity to review and address this concern.  South Miami Hospital takes all patient concerns very seriously, and we appreciate this feedback.  Due to laws protecting patient privacy, we cannot comment on the specifics of any patients care; but please know that any time concerns like this one are brought to our attention, we conduct a thorough review and address these concerns with our patients directly as appropriate.  

• Initial Complaint

  Date:10/13/2024

  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.

  Baptist Health South Florida is erroneously charging patients twice for the same treatment using different invoice numbers. In the past year, there have been multiple times where I have gone to pay my bills from Baptist Health South Florida online and I have noticed that they are double billing me using different invoice numbers. You can only see this if you click to see the billing information, the first option it gives you is to pay the full amount (which includes the duplicate invoices with different invoice numbers). The first time it happened, I called, and they removed the duplicate charges. This time (a year later) I was being charged for an amount over $2,000 which seemed inaccurate, and when I reviewed their invoices online, I noticed it was the same issue. I called again to report it and the person (*****) who answered the phone *************) was aware that this is a common issue and told me that I should just pay one of the invoices and gave me the invoice number of the invoice I should pay. This was extremely concerning to me knowing that there are probably many people out there who are paying the full amounts without reviewing all invoices. I asked her to speak with a supervisor and she told me "that doesn't exist" because it is an automated system. I asked her to speak with her manager and she kept pushing back. After a continued back and forth and placing me on a long hold, she said that her manager (***** ******) would call me back. I never received a call back, but I saw a few days later that they removed the duplicate invoices from my account. This seems fraudulent and some that Baptist Health South Florida should address immediately.

  Business Response

  Date: 10/14/2024

  Thank you for the opportunity to review and address this concern.  Baptist Health South Florida takes all patient concerns very seriously, and we appreciate this feedback.  We have connected the patient and provided him with an understanding of what transpired and addressed his concerns. 

• Initial Complaint

  Date:09/05/2024

  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.

  On 10/13/2022 and 11/03/2022, I had cataract eye surgery performed by Dr. ******** *** at Baptist Health Surgery Center at 8940. ***************************************************************************************** *****. ************ and Baptist Health are participating providers with my health insurance, United HealthCare. Prior to each surgery, I visited Dr. *** for an evaluation and informative visit which consisted of a review of my insurance coverage and my costs. I agreed to such and on 10/11/2022 I paid Dr. *** $2,233.05 ($1,750.00 difference of lens upgrade and &****** deductible portion) for the 10/13/2022 eye surgery. On 11/01/2022 I paid $1,750.00 the difference of lens cost (upgrade) for the the surgery on 11/03/2022. These payments covered my costs to Dr. *** for services and the costs of new lenses. The day of eye surgery and prior to services rendered, I paid the amount I was told by Baptist Health to pay at Baptist Health Surgery Center. On 10/13/2022 I paid Baptist $2,899.00 but according to my insurance company the amount I incurrent was supposed to be $1954.00. An over payment difference of $945.00.On 11/03/2022 Baptist stated I had to pay $2,578.00 but according to my insurance the amount due was supposed to be $1,266.95. An over payment of $1,311.05 In total I was over charged $2,256.05. I have been for the past year and a half working on getting the credit I'm owed. **************** assured me Baptist was to send the credit a year ago.. I've called Baptist Billing every month and all I get is the run around. First, they'll say that they charged me properly and that they have to go by what the insurance tells them to charge but the insurance charges are lowered than the charges from Baptist. Then, they'll say that they have to research the account. It's been more than a year since I first called and they continue to tell me they need to research the account. It's been 2 weeks since I spoke with ******* ****** (supervisor) and I have yet to receive a response. I want my credit now.

  Business Response

  Date: 09/11/2024

  Thank you for the opportunity to review and address this concern.  Baptist Health takes all patient concerns very seriously, and we appreciate this feedback. Due to laws protecting patient privacy, we cannot comment on the specifics of any patients care; but please know that any time concerns like this one are brought to our attention, we conduct a thorough review and address these concerns with our patients directly as appropriate.  A Baptist Health leader and a physician's surgical coordinator have attempted to contact the patient to provide additional information and are awaiting return calls. We kindly ask the patient to return those calls at her convenience.

  Customer Answer

  Date: 09/12/2024

  On September 8th, 2024, I spoke with *** ******* at Baptist Health billing and she stated the same as they have been saying for months- that they are checking with Dr. ******** **** ( my ophthalmologist) to verify if Id paid for the cataract lenses. I asked again for an itemized statement showing a breakdown of their charges, my payments and the insurance payments (a document reflecting what services my payment was allocated for). Its been nearly 2 years and Baptist has yet to provide me with this information. Included in the previous documents I submitted is what they consider an itemized statement but it is not itemized, its a lump fee instead and the transactions do not reconcile. 
  On this same day, I contacted *************** and spoke to *******. Shes the billing supervisor and had not had any previous communication with Baptist regarding my situation. I explained to her and emailed her all my information.
  On 9/11/24, I spoke with ********* at ***************. She stated ******** from Baptist contacted her that morning but was not clear on what exactly Baptist needed and wanted to gather more information from me. I emailed all the information to her as well. 
  In conclusion, theres nothing else they need from me or any additional information I need to provide. Both Baptist and Dr. *** have everything necessary to evaluate my account. ********************** will not provide me with a proper itemized statement showing where how hey came about charging me additional funds than what my insurance company instructed them to charge. Its a simple thing- provide me proof of how my payment was utilized otherwise refund me for the charges above what my insurance stated I was supposed to pay. 
  They continue to give me the run around. 

  Customer Answer

  Date: 09/12/2024

   
  Complaint: 22246680
  
  I am rejecting this response because:
  I have returned your calls and Dr. ***** In addition, I have given you all the documents and information needed to make a decision weeks ago. Plus, Ive spoken with your personnel at least 2 times a week for the past couple of months.

  What more do you need?

  Baptist has yet to provide me with a detailed itemized bill that shows a complete reconciliation of my billing statements (account). It has been nearly 2 years since services were rendered. It is my right to have this information. Baptist has not done their part in proving why the charged me a larger amount than what my insurance company allowed. Its a simple request. You asked me for a payment then show me what its for.

  Sincerely,
  
  ******* ******* (*****-*******)

  Business Response

  Date: 09/19/2024

  Since we have been unable to reach the patient to discuss this matter, an email communication with the details and documents requested was sent. 

• Initial Complaint

  Date:08/29/2024

  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 visited the Baptist Health *********** on Miami Beach on July 1, 2024. The reason for my visit was a sore throat. The services rendered on this visit consisted of 3 tests; Covid, strep and mono. Due to my insurance being within network, nothing was charged on this day. However, on August 10, I received a bill from the Baptist Health *********** for $607.20. I later received an itemized summary from my insurance company. The itemized summary states the total amount charged was $1,012.00, with my insurance covering $404.80. It also states I was charged $679.00 for the clinic visit alone. On the Baptist Health *********** website, they provide a tier system and based on the services I received during this visit, the 'all-inclusive price' for the clinic visit should have been registered as a "Tier 2" ($349.00). Last Thursday (August 22), both my insurance company as well as myself called the urgent care facilities to rectify this issue, however, they informed me there is nothing they can do. Additionally, they informed me that I needed to call back that same day and either pay in full or enroll in a payment plan as my account was about to be sent to collections. Ultimately, I relied on their advertisement that is shown on their website, and I feel the bill I have received is unconscionable.

  Business Response

  Date: 09/04/2024

  The patient has been contacted by our customer service team, and we have answered her questions accordingly. She paid her balance and had no further questions.