Business Profile

Urgent Care Clinic

Sanitas Medical Center

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Complaints

This profile includes complaints for Sanitas Medical Center's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

40 total complaints in the last 3 years.
23 complaints closed in the last 12 months.

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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:06/09/2025
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 made a virtual appointment with mySanitas for a prescription for one of my medications. Nowhere in the app it says that the Healthcare provider will contact my Insurance (FBCBS) for payment, or that I would be billed for their services. If I had known that I would have gone in person or some other provider. I received a bill through mail today billing me for $111.00. I called the billing department who transferred me to the Healthcare provider but never got an answer.
Customer Answer
Date: 06/13/2025
I received a call from Sanitas on 06-13-2025. They said my insurance, FL BCBS, denied my claim. I called FL BCBS and they said that Sanitas provided the wrong code and/or the wrong form to file the claim. I called Sanitas back and when I reached the billing department through their phone directory it went to a Conference call, asking for a password, and promplty disconnected me when I could not provide one.
Customer Answer
Date: 06/20/2025
I received a call from Sanitas. Sanitas said that they did everything right. I called FL ********** blue shield and they claimed that I underwent a procedure for baldness that FLBCBS does not cover. I only asked for a virtual call from Sanitas regarding a prescription. I never claimed that I needed a procedure for baldness.
Business Response
Date: 06/20/2025
Good afternoon,
I hope you're doing well.
We wanted to provide you with an update on this case. After a thorough review and consultation with our ****************** and Alexa ************* Director of Revenue Cycle Finance & Accounting, we have confirmed that there is no coding issue identified with this particular claim.
Please let us know if you have any further questions or if there's anything else we can assist you with.
Warm regards,
Patient Experience Department

Customer Answer
Date: 07/07/2025

Complaint: 23446454

I am rejecting this response because the disclaimer about contacting the insurance was not disclosed in the conversation and in the virtual environment. That said, I ended up paying because I have no other recourse. You may close this case.

Sincerely,

**** **********
Business Response
Date: 07/08/2025
Good morning.
As per patient requested and stated in the previous message, you may close this case.
We will proceed accordingly.
Regards,
Patient Experience Department
Initial Complaint
Date:06/07/2025
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 Saintas App allows patients to get access to Tele Medicine, scheduling and other things like lab and imagine results however, that part of the app is become a nightmare for me. They used to have that info via the "Healow App" and, it worked like a charm. For some reason, they decided to move patient's records to their My Sanitas App that works for some but not all.I can't download my lab results because, every time I click on the Download PDF bottom, I get redirected to the ****** Pay Store to download a bunch of PDF Apps that, I neither want or need to open a PDF file because, I have plenty of those installed on my phone.I have been contacting the support team via the App Chat for over a month now with no results other than a promise that they will refer the issue to their technical department to get it corrected and that they will contact me within 48 hours to let me know if was fixed but, nothing happen. Not 48, 72, 96, etc. It's been more than a month and they have not even reach out to let me know they were working on it, in fact, every time I chat with them, they don't mention anything about the previous times I let them know I was having an issue so, I don't think they are even taking care of ***** use their My Sanitas App, you will need a Smart Phone and all Smart Phones will redirect their users to the Apple Store or ****** Play Store to download the app they need to open any file they are not able to so, I don't understand the reason why, this app, repeatedly redirect its users to the App Store/****** Play Store to have their users download apps instead of allow them to download the file.Out of the 3 times I reached out to them with this issue for over a month only ********, the last *** I chatted with, apologized for the inconvenience. All of the others treated me like I was bothering them with something not important. The 2nd *** told me he was no able to submit a complaint neither.
Business Response
Date: 06/25/2025
Good afternoon.
We would like to provide an update regarding this case.
We have consulted this case with the Patient Representative Coordinator and she has escalated the issue to the app development team and will continue to keep the patient informed as we work toward a resolution.
Warm regards,
Patient Experience Department
Customer Answer
Date: 06/25/2025

Complaint: 23438242

I am rejecting this response because:

Sincerely,

***** ********
Customer Answer
Date: 06/25/2025
Unfortunately and after a long time waiting, this issue has not been resolved.
Today, ********, from Sanitas Medical Center called me to let me know they are working with the app developer to resolve the issue, and issue that we shouldn't have if they were to hire a competent developer and not a mediocre one that beleive to be ahead of its time deciding to be created and clever forcing people to download and install apps to be able to open the pdf file before they even download it. She wanted to make sure, I have the latest version of the app installed. ******** was genuine apologetic and, since the issue has not been resolved, promised to escalate it to the developers in order to get it fit.
Well, let me tell you something Mr ********** the best programmers are the ones thst create code in a simplest way and don't over complicate themselves. Aside from that, peoples of all ages will have to use this app, people thst weren't born after the tech revolution and smart phones so, for them, you should keep the app interface as simple and useful as it can be.
Something to be considered, this are my records and I should be able to download them as I please and whhenever I want. The app is just a gateway to get them and neither the developer nor insurance company, health provider, etc. should interfiere with that.
To be able to download, install.and open the My Sanitas App, you need a smart phone and every smart phone will redirect you to either ****** Play Store or Apples App Store to download the corresponding app needed to open a file type in the event that you don't have one. That is the proper on which it gets done so, don't get ahead of yourself and let smart phones do it's job.
In other words, the "Download PDF" button should only be target to the location of the file and an executable command to download it.
It is been more than a month and I still can get my lab results downloaded.
Sincerely,
***** ********
Business Response
Date: 07/07/2025
Good Afternoon.
We wanted to provide you with an update regarding this patients case.
After our Patient Representative Coordinator at the Virtual Medical Center, ******** ******, reached out to the patient, she escalated the matter to our IT Technician, ***** ****, for further review.
Following a thorough assessment, ***** determined that the issue appears to be related to the device that the patient is currently using.

Kinds Regards,
Patient Experience Department
Customer Answer
Date: 07/07/2025

Complaint: 23438242

I am rejecting this response because:
Today, I tried one more **************** my lab results, the same ones ******* promissed to send to me via email but, I am yet to receive them and, nothing has been resolved. I fact, today, I notice that not only I can't download the pdf files with my lab results but, under "my medications" there are no record of a single medicine I am taking every day what makes me wander, after ****** Sanitas response, that they will probably are going to blame it on my device.
THE APP IS FLAW, FAULTY AND POOR DESIGNED so, once again, I suggest that Sanita fires the developer and find other people that are capable of correcting this issues and make the app work.
It is easy for ***** **** to simply pass the ball and blame the issue to my device. He'll, I wouldn't expect anything more of those incompetents. Well *****, for your information, I currently own the most expensive phone ******* produce,the ************* 6 that, also to inform you, has the later software update and therefore, your claim thst this issue is related to my device, does not apply.
It is simple, the bottom I am clicking on says "Download ***" and that, to put it in
way that you can understand, is what it should do. Redirect me to the location of the file I am to download load and nothing else.
*****, you guys should not be in the business of promoting or subjecting apps for Sanitas Patients to download so, based on that statement, if I have or do not have an app capable to open the *** file, after it's been downloaded, is may problem not yours.
In other words, stop over complicating things and just make it work. That is all !!!.

Sincerely,

***** ********
Business Response
Date: 07/14/2025
Good morning.
We would like to provide an update regarding this case.
After reaching out to ******** ******, Patient Representative Coordinator Virtual Medical Center, she has confirmed that the patient successfully received his lab results.
Warm regards,
Patient Experience Department
Customer Answer
Date: 07/14/2025
Thank you for taking the time to follow up on this matter. As of today, the original issue, the app not functioning as it should, has not been resolved. I just opened the My Sanitas App and try, one more time to download my results and, guess what? Nothing has changed. I am redirected to the ****** Play store to download many PDF apps that I don't need and, regardless of how many of those I download and install on my phone, won't change a thing.
With regards to my results, I got them via email last week and, even known I am grateful to have them, I still need to have the ability to download them from the app whenever I need to so, NO, the problem has not been resolved and they need to get back to the developers to have them correct the issue or find a new developer/programer than can.
Sincerely,
***** ********

Customer Answer
Date: 07/14/2025

Complaint: 23438242

I am rejecting this response because:
Thank you for taking the time to follow up on this matter. As of today, the original issue, the app not functioning as it should, has not been resolved. I just opened the My Sanitas App and try, one more time to download my results and, guess what? Nothing has changed. I am redirected to the ****** Play store to download many PDF apps that I don't need and, regardless of how many of those I download and install on my phone, won't change a thing.
With regards to my results, I got them via email last week and, even known I am grateful to have them, I still need to have the ability to download them from the app whenever I need to so, NO, the problem has not been resolved and they need to get back to the developers to have them correct the issue or find a new developer/programer than can.
Sincerely,
***** ********

Sincerely,

***** ********
Business Response
Date: 07/15/2025
Good afternoon.
We would like to provide an update regarding this case.
Weve completed a thorough review of this case and have also consulted with our IT department to explore all possible solutions. After careful consideration, we regret to inform you that there is no further action we can take at this time.
However, the technical team will continue working on this case in search for a solution.
Warm Regards,
Patient Experience Department
Customer Answer
Date: 07/15/2025
Thank you for taking the time to.look into this issue.
It really is a shame that something so critical get so little support from businesses that, when they started as a small company, were fantastic, make their patients feel welcome and appreciated, etc. now, that they are a much bigger company, treat us like a number and not longer care if we get the attention that we deserve.
Corporation like Sanitas don't take ownership and demand from their vendors to do the same demanding results and competency leaving us, the patients/customers suffer the consequences.
The Health Insurance Portability and Accountability Act (HIPAA) give me, as a patient, legal rights over my medical records and so, I should be allow to have access to my records at any time without conditions like, having a PDF capable app, and so their responce is completely unacceptable and maybe I need to consult a lawyer in reference to this ongoing problem.
Both, Sanitas and the IT vendor know the app is flawed and not even close to what it must be.

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

Customer Answer
Date: 07/16/2025

Complaint: 23438242

I am rejecting this response because:
Thank you for taking the time to.look into this issue.
It really is a shame that something so critical get so little support from businesses that, when they started as a small company, were fantastic, make their patients feel welcome and appreciated, etc. now, that they are a much bigger company, treat us like a number and not longer care if we get the attention that we deserve.
Corporation like Sanitas don't take ownership and demand from their vendors to do the same demanding results and competency leaving us, the patients/customers suffer the consequences.
The Health Insurance Portability and Accountability Act (HIPAA) give me, as a patient, legal rights over my medical records and so, I should be allow to have access to my records at any time without conditions like, having a PDF capable app, and so their responce is completely unacceptable and maybe I need to consult a lawyer in reference to this ongoing problem.
Both, Sanitas and the IT vendor know the app is flawed and not even close to what it must be.

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

Sincerely,

***** ********
Initial Complaint
Date:05/23/2025
Type:Customer Service 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.
This matter was escalated to **** *****, and have not received any response. There is a special manner, in which a virtual annual visit can be coded, which will trigger Florida Blue Rewards to apply the credit for the annual visit. The claim has not been submitted. What is going on?
Business Response
Date: 06/20/2025
Good afternoon,
I wanted to provide you with an update after speaking with **** ***** from our ******************* She confirmed that the coding for the claim was corrected on May 6th, which may have contributed to a delay in the claim appearing on the patients FB portal. From our end, everything appears to be in order.
We apologize for the inconvenience.
Please let us know if theres anything further we can do to assist.
Warm regards,
Patient Experience Department
Customer Answer
Date: 06/24/2025

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:05/03/2025
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.
I went to Sanitas Medical Center in plantation **, in 09/15/2024 with ******* ******* (PA- Physician Assistant) for lab results, she said my blood sugar were a little high, the diagnosis was prediabetes, visit lasted 5 minutes, the ** suggest diet and exercise to resolve the problem. The physician assistant (PA) ******* ******* used the code ***** for a level 2 of attention in the visit summary. Based on my Florida blue benefits the code that the ** used ***** is correct for that kind of visit and i as a customer have to pay $0 for the lab results appointment. On October 2024 I received a bill from Sanitas charging me $82.50 for that visit, they use a different code (***** level 3 of attention) and with a different diagnosis, they put i was seeing no for lab results but for depression screening and i have never had depression, i never mentioned the word depression during the visit, the ** never use that word in the medical history. Obviously, the coding department of Sanitas is doing fraudulent upcoding. This bill is in dispute since October 2024 because nobody in Sanitas (billing department, coding department) wants to correct/eliminate the bill because the insurance already paid for it. The answer always is the same, that the bill is ok, but they never proof why they changed the doctor's code, why they use a different code with a different diagnosis, and they don't want to send me any documentation that supports the change of code and level of attention. Even though the bill has been in dispute, they had the gall to send it to collection. I called more than 20 times, i sent more than 15 emails, i spoke with the manager of sanitas, PA, billing and coding department, collection agency, the answer is the same: "i don't know, but you have to pay". Nobody provides answers about why they are doing upcoding. I want the elimination of the bill and delete the collection agency charging. Attached is a copy of visit summary, bill and some emails
Customer Answer
Date: 05/03/2025
Attached is a copy of the only response that I have from Sanitas with the number of the collection agency
Customer Answer
Date: 05/04/2025
I submitted a complaint to BBB against Sanitas Medical Center located in180 *************************** ***** and I would like to provide additional information and documents, about the case. Attached is a copy of a visit summary with another doctor in another date for the same reason (labs results) with no charges because **** was not upcoding.

Business Response
Date: 05/08/2025
Good afternoon,
The Office Supervisor confirmed that the patient was contacted on April 30th and provided with all relevant information regarding the case. After escalating the matter to the ***************** and a thorough review, a Specialist Supervisor from the Coding and ************************** determined that the coding is accurate. The review confirmed that the coding aligns appropriately with the documentation provided.
Given this, the most helpful next step would be for the patient to speak directly with Florida Blue regarding their benefits to help resolve the situation.
Customer Answer
Date: 05/09/2025

Complaint: 23282880

I am rejecting this response because:
Sanitas' response to my claims does not differ from the one provided to the Better Business Bureau (BBB), and they offer no valid explanations for the discrepancies in service charges. I am disputing a charge and once again Sanitas are not answering to my requests.
As evidenced by Sanitas' response to you, no one has taken ownership of this unjustified charge, and no clear answers or explanations have been provided for this situation. Instead, I have been passed between departments, with no one willing to take responsibility or provide the explanations I demand as a consumer who has paid for a service.
Despite numerous requests via email, phone, and in person, I have not received the answers I need. Their responses are evasive, and I am consistently told to contact someone else. Who else can provide these answers if not the very individuals who have issued this charge without any justification or explanation? Sanitas need to provide explanations and answers and stop referring people to other instances for the answers that they doesn't want to give.
My repeated requests for clarification, supported by documentation and explanations, have been ignored. No one has taken responsibility or addressed me in the manner I deserve and expect.
Their only response that I have from Sanitas, since October 2024, has been to refer me to talk with my insurance company Florida blue, after they said that I need to talk with the billing company (who is a third party) after they said that that I need to talk with the collection agency and now they said I need to contact my health insurance once again for the 5 time. Which will be their next answer? To which department will they be referring me?
My request to Sanitas has consistently been for a clear explanation and the supporting documentation justifying the charges. I need to understand why the billing codes were changed in the invoice sent to ******* Blue.
Specifically, why was the reason for the visit, initially documented by the doctor as a review of lab results, changed to 'depression screening'.
Two weeks ago, I had a three-way phone conversation with a Florida Blue representative, during which both parties communicated with Sanitas ****************** and billing department), demanding proof that I had been treated for "depression screening." The response that the Florida Blue representative and I received was that we should contact the collection agency, as they would no longer handle the charge.
Sanitas is required to furnish a comprehensive and clearly documented explanation regarding the alteration of the billing code associated with my laboratory results, specifically the change to a "depression screening" code. Additionally, clarification is needed as to why a charge was applied for the interpretation of laboratory tests, a service explicitly covered under my health plan with no associated fees. It is also imperative that Sanitas account for the subsequent coding and billing instance, which included supplementary codes that inflated the invoice total, despite both medical visits being identical in nature and conducted for the same purpose.
No one at Sanitas has explained the rationale behind these discrepancies. I have received no calls, nor has anyone provided evidence to justify the code changes (upcoding) on the September 2 and specifically for the charge for $82.50 on Sep 15, 2025 invoice.
They also offer no explanations for the "upcoding" performed or present the evidence requested since October 2024 demonstrating that I received care for "depression screening" and not for laboratory tests. They have provided no justification either for the change in codes, nor do they explain why a consultation for reading blood test results was transformed into a "depression screening."
They are charging me for a service that would never have been made because, according to Florida Blue health insurance, my benefits as a customer and ******************, as a ********************** provider, should never have charged me for a visit to read blood test results, much less changed the blood test results reading code to "depression screening." This contradicts my benefits as you can see on documents attached, with my explanation of benefits for that visit provided by my Florida Blue health insurance, with whom I have communicated on several occasions. According to the benefits I had as a member and the interpretation of my health plan benefits, this charge was incorrect.
According to Florida Blue's response, the company makes payments for services based on the documentation provided by the medical provider. They inform me that ************ makes the payment trusting the information provided and that they have no mechanisms to verify the accuracy of the billed services. Consequently, they do not know if a "depression screening" or a blood test results reading was performed, as they process payments based on the codes submitted by the provider. Once payment is issued, it cannot be reversed or modified. Additionally, my affiliation with ************ ended in January 2025, the date on which I changed health insurance providers due to this issue.

Florida Blue provided me with documents from my Explanation of Benefits (EOB) on September 2024 which shows that Sanitas submitted a code for "depression screening" instead of the blood test results reading. Likewise, the same document shows the billing for "depression screening" and not for the laboratory tests. An increase in the level of care is also observed, going from a level 2, according to the doctor's code, to a level 3 on 09/15/2024. Even the blood pressure measurement was billed, a routine procedure included in any medical consultation and which should not be charged to the patient separately
As you can see, Sanitas evades its responsibility for "upcoding" by not demonstrating or explaining the reason why a consultation for reading blood test results for high blood sugar levels was transformed into a "depression screening," nor why a blood test results reading is being charged, a service included in my health plan and therefore should not be billed to me. I have proof of another consultation for laboratory tests performed in the same month that was not charged. What is the justification for this particular charge? Sanitas doesn't have a correct code for lab results?

The coding supervisor, ***** ***** *****, spoke with ******** (Sanitas manager) promised to call me with the necessary explanations to all my questions, but this never occurred. I'm still waiting for Sanitas resolution.
Business Response
Date: 05/27/2025
Good afternoon,
This is to inform you that the following action was taken in response to the billing complaint submitted by Mrs. ******* The message below was sent to the patient, along with a formal letter attached explaining the outcome of our review:

Message sent to the patient:
Good *************************** hope this email finds you well.
We are reaching out to inform you that your billing complaint was recently escalated to our ********************* for further review. We understand how important it is to address these matters thoroughly and accurately, and we sincerely appreciate your patience throughout this process.
Please find attached to this email a formal letter detailing the outcome of our review. The letter outlines the finding of our review and provides clarification regarding the services rendered during your visit on September 15, 2024, as well as the related billing and insurance information.
Should you have any questions or need further assistance, please do not hesitate to contact us.

Please let us know if any further action is needed.
Best regards,
Customer Answer
Date: 06/02/2025

Complaint: 23282880
I am writing in response to your recent communication regarding the charge of a $82.50 based in your "justification" letter of a $90.00 copay for a medical visit to primary doctor for the reading blood tests. I wish to express my strong disagreement with this charge, I reject strongly your response because, again, it is incorrect according to the terms of my Florida Blue plan and the information provided by the insurer itself on the ***. (Explanation of benefits)
As I informed you previously, and as I confirmed in a direct conversation with a Florida Blue representative, my plan clearly stipulates that I should not incur any copay when I receive medical care for the reading of blood tests at a value choice provider within the Florida Blue network. Sanitas Medical Center is explicitly listed as a value choice provider within my network, as evidenced in the explanation of benefits issued by Florida Blue, which I attached to this communication.
My medical visit was directly at Sanitas with my primary care physician from your center, which clearly places me within the $90 (and/or $82.50) copay exception according to my plan's guidelines when using a value choice provider as Sanitas Is. The $90.00 copay that you mentioned in your letter, would only be applicable if I consulted a doctor outside the Florida Blue value choice provider network, a situation that does not apply to my case.
Therefore, your insistence on justifying this charge seems unfounded and contradicts the official information provided by ************ and the terms of my policy. I urge you to cancel this charge considering the attached documentation and the nature of Sanitas as a value choice provider within my Florida blue network and is included in my plan.
I formally request the cancellation of this incorrect charge of $82.50 and the correction of your billing. I would appreciate a prompt response confirming the resolution of this matter and the cancellation of this INCORRECT charge.
Business Response
Date: 06/13/2025
Good afternoon,
Our ********************* has been handling this case, and the Director of Compliance has provided the following summary of the timeline, communications, and final resolution:
Summary of Timeline and Communication:
April 25, 2025: Ms. ****** visited our office in person regarding a billing inquiry. At that time, her concerns were received and formally escalated internally as a Billing Inquiry Case for further investigation.

April 30, 2025: Our Center Manager contacted Ms. ****** by telephone to provide a preliminary explanation of the visit charges and how the claim had been processed.

May 8, 2025: A formal written complaint was submitted by Ms. ****** to our Patient Experience team. In accordance with our complaint resolution procedures, this was escalated for further review by the Billing and ***************** and our Compliance team.

May 915, 2025: Our Billing and ***************** conducted a detailed review and confirmed that the Evaluation and Management (E/M) code submitted for the September 15, 2024, visit was appropriate and accurately reflected the level of service provided, as supported by medical documentation.

- To further assess ********************* responsibility, we contacted her insurance providers *************************. The representative confirmed that Ms. ******* plan includes a ************ Physician (PCP) copayment of $90.00 for follow-up visits.

-The claim was coded correctly, and the Explanation of Benefits (EOB) reflects that $82.50 of this copayment is outstanding and is the patient's responsibility. As a contracted provider with her insurance carrier, we are required to *************** for this amount.
On May 23, 2025, Compliance sent Ms. ****** a written response outlining:
The results of our internal review.
The rationale behind the billing for her September 15, 2024, visit.
The confirmation from her insurance provider regarding her plan benefits and the copayment amount.
June 9, 2025, Compliance sent a response to a formal complaint that Ms ****** filed with *******************************************************
CONCLUSION:

We appreciate Ms. ****** taking the time to bring this matter to our attention. While we understand her concerns, our investigation has confirmed that:

The services provided were coded appropriately.
The insurance claim was processed correctly.
The patients remaining balance of $82.50 is her copayment responsibility as per her insurance plan.

Regards,

Customer Answer
Date: 06/22/2025

Complaint: 23282880

I am rejecting this response and i want to explain detailed why:
Thank you for your communication and the summary you've provided. However, I must firmly disagree with your conclusions and your continued insistence on collecting $82.50. My co-payment for primary care physician visits at Sanitas is $0 (zero) dollars, and I have compelling evidence from Florida Blue to support my claim.
Your timeline, conveniently starting in April 2025, completely omits the nine preceding months of my tireless efforts to get an explanation and resolution on this matter. Since October 2024, I have sent over 20 emails to various Sanitas departments. I called more than 40 times (you can check in your phone calls records), I went 5 times to Sanitas trying to speak with ****** ******* and/or ******** the manager. Of those dozens of emails, I only received four replies: 3 reiterating the same erroneous conclusion that the bill was correct, one mentioning the codes were fine with no further explanation, and a final one telling me they would no longer respond and that I should contact the collection agency. Attached ahead is the last email with no more answers from Sanitas. At no point was I given clear explanations for the different billing codes, nor for the inclusion of depression codes when I have never suffered from it. I was never told why different codes are used to bill for blood tests. The reality is that your "timeline" only begins to exist when the Better Business Bureau (BBB) got involved and demanded answers from you. Prior to April 2025, no one at Sanitas took responsibility for my countless complaints and claims.
The supposed response from the Sanitas manager in Plantation was, to put it mildly, almost non-existent. He possessed neither the knowledge nor the understanding of the situation and could only send an internal message to his superior. The manager's second response, after he stood me up for three previous appointments, he himself scheduled, consisted solely of reading me an email from the coding department with the same generic answer all other departments have given me since October 2024: "the bill is well done, and if you have more questions, we'll call you." This has never happened. I've had to call and write repeatedly, without success, just to get attention. It was only when the BBB acted as a mediator that you felt "obligated" to respond, and even then, the answer you're giving is still wrong.
As a client, I spoke not just with one, but with four or five different Florida Blue customer service representatives and a supervisor, the supervisor of Florida blue and I spoke in a three way phone call and we spoke with a customer representative called ********* in billing department and the answer was the same: We dont know anything please call to the collection agency. The Florida blue representative sent me a copy of my health insurance plan and the Explanation of Benefits (EOB) and the annual report of 2024 via email. I submitted these documents as irrefutable proof that I have no obligation to pay the
absurd amount of $90.00 co-pay, and in fact, I have never paid them. My only responsibility in paying any copay is for medications, specialists and doctors out of network, that means doctors that are NOT working with ************ as a VALUE CHOICE PROVIDER. I never went to a different place with other doctors, except specialists, all my doctors were always value choice providers of Sanitas so my liability will always be $0 zero!!!
Furthermore, I have attached documented proof of other previous appointments with primary care physicians at Sanitas that show my co-pay is ($0) zero dollars, as my plan covers all primary care physician visits for ($0) zero dollars. This means that if I visit an in-network doctor *** is a "Value Choice Provider," I do not have to pay any co-pay. This would only apply if the doctor was outside the Sanitas network, which is not the case, as Sanitas is a "Value Choice Provider" and my health plan covers it. I never went to any doctor out of network, all my medical visit were done in Sanitas, if for some reason I had to go to a doctor outside of Sanitas or Florida blue value choice provider, I would have to pay $90 but that NEVER happened during 2024, and my visit with ****** ******* for which I am being wrongly charged was in Sanitas of plantation Value choice provider of Florida blue
In summary, I am covered with a ($0) zero co-pay when attending Sanitas, as it is a "Value Choice Provider," PCP, and as such, my responsibility for primary care physician appointments at Sanitas is zero dollars, why are you still wrongly said that my copay is $90? Ridiculous. A "real" Florida blue representative knows that based in my plan, i have to pay $0 for medical visits, no one in ******* blue said never that i have to pay $90 for a PCP visit, that is completely false, probably the information that you received is also wrong as the bill.
You still haven't explained why you are billing me an amount that does not correspond to my health plan. I don't understand how, after demonstrating with direct evidence from Florida Blue (a copy of my plan and a copy of my EOB, plus the multiple verbal and documented confirmations from their representatives and supervisor) that the charge is incorrect, you continue to insist that it is correct. The letter may be well-written, with good spelling and aligned margins, but it is a charge that should not have been made, as it is proven by documents directly from ******* Blue that I have no such obligation.
I expect a resolution that reflects the reality of my insurance plan and the documentation I have provided.
******* ******

NOTE: With this response i attached real evidence from Florida blue as a copy of my plan where you can see my copay is $0, proof that sanitas is a value choice provider, copy of my visits to sanitas with same charge $0, and some recent emails that were never answered with clear explanations. The only answer was always the same that continued until today. Those documents from ******* blue directly prove, once again, that Sanitas keeps charging me with a wrong bill. Please read carefully all the evidence and after that you will cancel the bill.
Also, i sent a copy of this response to the email of YUSILAIMY ***** (compliance specialist of Broward and **********)

Sincerely,

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

Business Response
Date: 06/25/2025
Good morning.
We would like to provide you with an update regarding this case.
As assured by the Director of Compliance/Legal, the complaint has been escalated to the appropriate department for additional review.
Kind regards,
Customer Answer
Date: 06/26/2025

Complaint: 23282880

Thank you for the update.
While I appreciate that this matter is being reviewed internally, I would like to request a confirmation of the department or individual who will be handling this review, along with their contact information, so that I can follow up directly if needed.
I look forward to a definitive resolution to this matternas soon as possible.
Sincerely,

******* ******
Business Response
Date: 07/14/2025
Good afternoon.
We would like to provide an update regarding this case.
Weve carefully re-reviewed this case, and the original determination remains unchanged. Unfortunately, no further changes can be made at this time.
Warm regards,
Patient Experience Department
Customer Answer
Date: 07/14/2025

Complaint: 23282880

I am rejecting this response.
I am writing to reiterate my firm and non-negotiable position regarding the invoice you have sent me. I will not going to pay again this fraudulent bill. I have provided clear evidence showing that this charge is not my responsibility, as my insurance policy has already covered the service in full.
Your inability to justify this charge with valid proof, combined with my documentation showing the errors, leads me to the conclusion that this billing is fraudulent. It is unacceptable that you continue justifing this bill for services that have already been paid for and covered by insurance. This is not only a lack of transparency but a practice that I consider dishonest. I will not be the one to finance your lack of ethics. This is the last communication I will send you on this matter. From now on, any attempt to collect will be considered harassment. If you do not stop I will be forced to escalate this case to the relevant authorities and expose your behavior publicly.
Business Response
Date: 07/16/2025
Good afternoon,
Were reaching out regarding a recurring concern from one of the patients. The matter in question has been thoroughly investigated and addressed multiple times, yet the same complaint continues to be submitted.
Wed appreciate your guidance on how many times a consumer is permitted to raise the same issue, especially once a formal response has been provided. We want to ensure were handling this appropriately while maintaining transparency and respect for the patients concerns.
Thank you for your support, and please let us know how best to proceed.
Sincerely,
Patient Experience Department
Business Response
Date: 07/16/2025
Good afternoon,
Were reaching out regarding a recurring concern from one of the patients. The matter in question has been thoroughly investigated and addressed multiple times, yet the same complaint continues to be submitted.
Wed appreciate your guidance on how many times a consumer is permitted to raise the same issue, especially once a formal response has been provided. We want to ensure were handling this appropriately while maintaining transparency and respect for the patients concerns.
Thank you for your support, and please let us know how best to proceed.
Sincerely,
Patient Experience Department
Customer Answer
Date: 07/16/2025

Complaint: 23282880
Sanitas:
I am writing to you again and this is the last time.
Your latest communication, stating that you have "already responded to my case" and questioning how many times you need to reply, is unacceptable and fails to address the core of this dispute.
I reiterate, once again, that you have FAILED to provide any documented proof or justification whatsoever to support the validity of the bill in question. Your only "response" has been the consistent repetition that the amount is "correct" and that "one insurance representative told you I had to pay $90." And I need to believe that. Lol. That's the only support that you have? Shame of you.
This is an unsubstantiated claim and directly contradicts the information and documentation I have provided.
On my part, I have provided irrefutable and documented evidence demonstrating that this fraudulent bill is incorrect and that the medical visit in question is fully covered by my health plan. I have submitted:
* Direct evidence from my health insurance confirming full coverage of the visit.
* A copy of my health plan, clearly specifying that this type of appointment is included at no additional cost to me.
* Documented proof, summary of multiple previous (same kind) of medical visits, where (zero) no charge was incurred, which corroborates my plan's consistent coverage for this service.
* Confirmation from FOUR or maybe more, different representatives from my insurance, all of whom corroborated that I do not have to pay for this visit and that it is fully covered by my plan, and all my calls are recorded and registered in ******* blue. And I have all the mail with same information from them too.
As a "Value Choice Provider," you are obligated to adhere to the terms of the health plans you accept. My documentation clearly shows that you are acting contrary to these terms.
Your refusal to acknowledge an obvious error, which is fully supported by the documentation I have provided, while you fail to present even a single piece of evidence validating your charge, is unacceptable and raises serious concerns about your billing practices. This is not about "how many times" you need to respond, but about responding with proof and resolving the issue fairly and transparently.
I demanded a detailed and documented explanation that contradicts the evidence I have presented, but once again you refuse to do that because you don't have any proof or evidence to demonstrate that the bill is correct. Otherwise you would have already fixed the error, adjust the bill and acknowledge your error immediately but that would mean exposing your fraudulent practice, so it would be better to continue sustaining the error and the lie.
Continuing with this charge by you or through a collection agency, without justification is harassment and constitutes a fraudulent practice.

I am exhausted from wasting my time with a company that consistently demonstrates a clear inability to resolve disputes, provide adequate customer service, and act with integrity.
I have no intention of continuing to waste my time with empty communications that lack proof and resolution.

Note: Your incompetence and ignorance as a company is so immense that it shows even in the way you do not even know how to communicate directly with BBB and/or close a case. Lol
Initial Complaint
Date:04/24/2025
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.
I was a patient on May 15, 2024 and Sanitas medical center issue a bill for the amount of $1288.98 and ever since then Ive been asking them to send a bill to my vehicle insurance due to the coverage during an accident. The insurance company been trying for almost a year in Sanitass medical Center has not reached out to them, they are willing to pay and they have the available, but they have to provide their tax ID number in order for the insurance company to pay the bill they have not done that referring toSanitas medical Center. I am already in collection due to Sanitas negligence..
Business Response
Date: 05/13/2025
Good afternoon,
We would like to provide you with an update regarding this case.

According to the Office Supervisor, the **************** Claim Form was sent to the patient on April 25, 2025, based on information received from the Finance and ********************** The patient was contacted that same day, and all relevant information was shared accordingly. This form should be submitted to the patient's vehicle insurance company (Claim Adjuster). It contains all the information they have requested.
Please find attached a screenshot provided by the Office Supervisor for your reference.
Kind regards,
Initial Complaint
Date:04/22/2025
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 visited Sanitas Medical Center (Address: **********************************************************, Tel: **************) for my annual checkup. During the visit on August 1st, 2024, the health provider recommended ********* and scheduled another appointment for Pepsimear a week later. I visited her again on August 8th, 2024. In early March this year, I was unexpectedly billed $116.93 for this visit. Upon receiving the bill in the first week of March, I immediately contacted my health insurance provider. This charge should not have been applied in the first place, as the visit was a preventive annual check-up and should have been fully covered by my insurance. My health insurance company confirmed that the visit should have been billed as a preventive service, resulting in no charge to me. They also advised that the billing company should resubmit the claim using the correct preventive service code. The billing company, **************, emailed me that my case was escalated for review. Despite this, about a month later, I received the same bill again from Coronis Health, with no explanation or outcome of the review. When my issue was under review, I attempted to follow up multiple times via email and phone, but received no response. Eventually, I received an abrupt email stating that the issue had been "resolved"without any context, clarification, or resolution of the incorrect charge after they issued the same bill. This situation has caused unnecessary stress and confusion, and I am formally requesting that this matter be reviewed and resolved properly. I respectfully ask for the $116.93 to be refunded and the billing records corrected to reflect that this was a preventive annual check-up, fully covered by insurance.
Business Response
Date: 05/01/2025
Good morning.
It was communicated that the manager at the Wolfchase center spoke with the patient and mentioned that they would coordinate with the billing department to initiate the refund, as this was an annual appointment. The patient should not have been charged, and steps are being taken to process the refund accordingly.
Regards,
Customer Answer
Date: 05/01/2025

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,

Seung ** ****
Initial Complaint
Date:04/02/2025
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 March ******* I contacted my ************ Provider at the above mentioned Sanitas Medical Center to ask the Provider to send a New prescription to my pharmacy *********** for a medication ******* 10mg, I take this medication for my Diabetes to control my blood sugar. My insurance My ************ requires my provider to send by fax to them a form called Medically Necessary so they can authorize ********* to dispense this medication. I have called many many times to ask what is the delay and have even driven in person to the office to inquire. this issue now becomes Negligence on the Part of my Primary and Sanitas Medical. they have denied me to take my medication therefore putting my life at risk. its been now 8 days that I have not taken my medicine. this health center has a history of prior complaints about the same issue.
Initial Complaint
Date:03/24/2025
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 have been contacting Sanitas and *********, who bought them out for almost two years now trying to obtain my medical records from 2022. I have been given the runaround. I have submitted a signed medical release form which they attached to an email saying it wasnt signed when the attached form clearly showed my signature. Ive spoken to representatives that have hung up on me repeatedly who claim Im not in their system. They will not give me my own medical records. Innovista said they see the records, but dont have access. Sanitas says I am not in the system at all but once they started reading off my address and then they stopped and said oh youre not in our system. Well then how do you know my address when I never gave it to you? Theyve told me they dont have supervisors to transfer me to. Then one rep said they cant transfer me but someone will call me right back of course that didnt happen. I dont understand whats going on and no I dont owe any money nor have they claimed such so I cant understand why theyre lying and withholding my records which by law they must maintain and provide at my request.
Business Response
Date: 04/21/2025
Good afternoon,
Wed like to provide the final update regarding this case. Our ***************************** (HIM) department has provided the patient with their medical records.
As for the imaging, the patient will need to obtain those directly from Innovista. Sanitas no longer has access to those records, and per Compliance instructions, we are not authorized to support Texas with these types of requests moving forward.
Please let us know if you have any questions.
Best regards,
Initial Complaint
Date:03/21/2025
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.
This place cannot communicate. Billing is a complete disaster. I saw a doctor two times in September 2024 at the Sanitas location on ***************** in *********** **. I received a bill for $15 in November 2024, I paid it online. Didn't receive a confirmation email, but it shows in my bank account that I paid it. Then I received another bill that stated I owed them $1538 in December which claims I didn't pay the $15 and that my insurance didn't cover the full cost of the other appointment. Called my insurance (Florida Blue), they covered it. Shows in my insurance account my costs were covered and that they paid them. I then received a statement in January 2025 claiming I still owe them all of this money. I called insurance, they said they didn't know what happened, that there was some system error and that it would be reprocessed. I called Sanitas today (in March 2025) and now they're telling me they sent the $15 to collections and said I have to call the collection agency now. I am so fed up. There was no communication whatsoever. I and my husband have both called these people several times and no one can ever give us a straight answer. I asked if I still owe Sanitas anything. They said no, but I won't be surprised if I receive another bill in the mail because no one can do their job here. My insurance covered everything, except for the $15 that I paid. I never received a new statement showing this change. I paid my $15 bill, so why is Sanitas claiming I still owe them money?
Business Response
Date: 03/26/2025
Good afternoon.
We would like to provide an update on the resolution of this case.
The billing department has addressed the balance, and we can confirm that the patient owes no outstanding balances to Sanitas.
Mrs. ********* *******, the office supervisor, has contacted the patient and informed them that there is no balance owed. The patient has been advised to reach out to Mrs. ******* via call or text if they receive any further communication from ******* regarding this matter.
Best regards,
Customer Answer
Date: 04/07/2025

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:03/03/2025
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.
Claim ******* Account ****** Amount requested $1,255.53 May 2023 At this time, I had Florida ************* Florida Blue confirmed last August 2024 that the claim was not my responsibility ************ confirmed me that this claim was paid and close Sanitas harassed me with invoices monthly I emailed them a copy of my insurance card from 2023 as proof of coverage and insurance provider.They did not fix anything and keep sending me invoices.I am worried this issue could affect my credit rating.Please help to resolve this.Thank you in advance Best regards
Business Response
Date: 03/21/2025
Good afternoon,
We apologize for the delayed response.
The billing department, in collaboration with the office supervisor, ***************************** is currently handling this case.
They will reach out to the patient directly with an update on the matter.
Kind regards,
Customer Answer
Date: 04/04/2025
I called SANITAS on March 12th 2025 and I was told that the balance was $0.
However, ***************** ********** never reached me out until now.
Customer Answer
Date: 04/04/2025

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.
I called SANITAS on March 12th 2025 and I was told that the balance was $0.
However, ***************** ********** never reached me out until now.

Sincerely,

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

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