Complaints

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

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  Gastro Health, LLC

  9500 S Dadeland Blvd STE 200 Miami, FL 33156-2866

• 

  Gastro Health, LLC

  9750 NW 33rd St STE 208 Coral Springs, FL 33065

• 

  Gastro Health, LLC

  8329 W Sunrise Blvd Plantation, FL 33322-5405

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:11/22/2023

  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.

  Two medical procedures were conducted at Gastro Health an ultrasound on May 26th, 2023, and a colonoscopy on July 12th, 2023. Gastro Health collected upfront payments of $250 and $335, respectively. Following the receipt of the Explanation of Benefits (EOB) from my insurance, it was revealed that only one copayment of $191.58 was applicable to the first procedure.Accordingly, Gastro Health is obligated to refund the excess amount collected. I initiated contact with them on August 14th, and while they acknowledged the error, promised a refund, and assured me a check was on the way, as of now, I have not received any reimbursement. Despite making multiple follow-up calls, the situation remains unresolved.I have spoken with various representatives and escalated the matter to a manager, yet there has been no tangible progress or response to date. This prolonged delay is causing significant inconvenience. I kindly request your urgent intervention to expedite the refund process and ensure the reimbursement of the overpaid amount.

  Customer Answer

  Date: 12/01/2023

  Please do you have any update on this? I dont even see it as a complaint in the website . Really need help here 

  thanks very much 

   

  Business Response

  Date: 12/18/2023

  We issued a refund check to this patient on September 8th, 2023. The patient's daughter sent an email to our main office last week and we provided her proof of the previous check being issued. We found that the previous check had not been cashed so we are voiding that check and re-issuing a new one.

• Initial Complaint

  Date:11/08/2023

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a routine preventative procedure in Aug of 2022 which I expected to be covered by insurance, but due to coding as a diagnostic procedure, I was stuck with the bills. I arranged to make a monthly payment, which I have dutifully paid every month with an automatic deduction. In June of 2023 I was contacted by a collection agency for an outstanding bill with Gastro Health. I contacted Gastro Health and they stated that my bill was sent to collections in error. They contacted the collection agency and had the charge removed. I thought that was the end of that. Then this week I get a call from collections again! I have never received a past due notice for any bill from this Gastro Health. I have only received statements showing my payments received and current balance. I contacted Gastro Health billing department and confirmed they have my current address and phone number. The person I spoke with had not idea why I was turned over to collections and was unable to locate a supervisor. Because Gastro Health's billing services appear to be so poorly managed, the only recourse I have is to add a note to my credit report disputing the charges. I also intend to report this to my state's AG consumer affairs department.

• Initial Complaint

  Date:11/06/2023

  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 had one procedure at Gastro Health a year ago. This account was paid in full of February of this past year in full via cleared payment from Fidelity (UMB, N.A.) and it was made clear that I had no interest in doing any business with them again due to poor customer care within the facility.In the last few months, they have started inventing new bills, refuse to send any information regarding them, refuse to let me dispute them, and refuse to cease contacting me. As the account was paid in full over four months after the last time we did business, there is no valid reason any new work should have been billed against the account after that. The account should have been closed as was requested.The account is closed. I would like them to go away and stop trying to invent additional work that did not happen.

  Business Response

  Date: 11/06/2023

  What the patient was billed for and paid previously were the facility and pathology coinsurances associated with his November 2022 procedure. On the physician charge, the patient's insurance initially denied one of the line items for a missing authorization. Under our agreement with the patient's insurance, prior authorization was not required for the procedures performed. However, we had to go through a lengthy appeals process to get that incorrect denial overturned. It was not until late September of this year that we received a new explanation of benefits that included the proper processing of the charge and the indication of the patient's coinsurance responsibility for that charge. That is why we were just recently able to begin billing the patient for this latest valid balance due. We are attaching the original insurance explanation of benefits with the denial as well as the most recent insurance explanation of benefits with the denial reversal and payment as proof of debt.

  Customer Answer

  Date: 11/07/2023

  Payment was already remitted in February for $479.39.

   

  From the providing documentation that the business just provided, that fully covered the owed amount minus the interest - which if, as they claim, this was a new bill as of September wouldn't be there either.

   

  My complaint over the predatory billing practices stands.

  Customer Answer

  Date: 11/07/2023

   
  Complaint: 20831377
  
  I am rejecting this response because:

  The business has refused to provide the detailed information on the activity of the account, validity of the services provided, and receipt of payment on a closed account.

  This appears to be medical billing fraud. No response to the BBB complaint addressed any of the issues I experienced, the company has refused to close the account and has refused to stop contacting me personally.

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

  Business Response

  Date: 11/21/2023

  In our previous response, we only attached the insurance explanation of benefits for our procedure physician charge because that was the balance in question at the time. The patient mentioned a February payment made of $479.39. That was the amount due for all other services billed by Gastro Health that had been adjudicated by his insurance at that time. For further proof of the validity of the balance, we are now attaching the insurance explanation of benefits for all the other claims whose patient responsibility totaled $479.39 per the patient insurance. As stated previously, the current balance due $102.31 was for a claim that was not yet adjudicated when the patient was billed for and paid the previous balance of $479.39.

• Initial Complaint

  Date:10/09/2023

  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.

  Gastro Health refuses to change the coding on my colonoscopy from diagnostic to preventative so it will be covered at 100%. They claim that because at polyps were removed at my initial colonoscopy 3 years ago, I am now considered high risk and my procedures are diagnostic, even though polyps were not found during the procedure in March, 2023 and I had no symptoms. I only went in because my doctor ordered a follow up preventative screening. The anesthesiologist, who is not affiliated with Gastro Health coded it as screening and my insurance paid 100% of that portion of the bill. Despite multiple calls to Gastro Health by me and my insurance representative, they refuse to change the code. My insurance company will gladly pay the bill at 100% if they resubmit with the correct coding. I would like the coding to be changed to reflect preventative screening, to match the coding from the anesthesiologist, as there were no polyps removed and I went in with no symptoms.

  Business Response

  Date: 10/10/2023

  Industry guidelines clearly designate patients as either average risk or high risk for colon cancer screenings. An average-risk patient is defined as one who has no family or personal history of a high-risk factor such as cancer or colon polyps. A high-risk patient is defined as one who does have a family or personal history of a high-risk factor. The *************** Act only requires insurance companies to pay preventive screening benefits for average risk patients and insurance companies cover average risk colonoscopies at 100% once every 10 years. Physicians recommend more frequent colonoscopies for high-risk patients which is why this patient had a follow up procedure three years after her previous one. Commercial insurance guidelines state that once colon polyps are discovered during a screening colonoscopy, all subsequent colonoscopies are considered survelilance and they apply diagnostic benefits to those type of procedures. Coding compliance regulations require us to report that personal history of polyps on our claims. Failing to report that personal history of polyps for the purpose of eliciting a certain insurance benefit is considered fraudulent. As such, this patient's claim was coded as required and cannot be changed. We did not provide anesthesia service so we cannot speak to how that provider billed their charges. However, if the anesthesia provider did not report the history listed in the medical record, then they did not meet coding compliance requirements. 

• Initial Complaint

  Date:09/14/2023

  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.

  On June 7, 2023, I was at Gastro Health in ********** ******** for a Colonoscopy. Prior to the procedure they collected $1000.00 from me, on my credit card, payable as my deductible. According to my insurance company, and my explanation of benefits, $1000.00 was to be my only out of pocket expense for this procedure. After my insurance had been billed, my Simplicity account, (managed by my insurance company) also paid out my deductible of $1000.00 to Gastro Health. I am now having to pay back my Simplicity Account. I am now out of pocket for this procedure $2000.00. This has resulted in an overpayment to Gastro Health in the amount of $1000.00. My insurance company and I are in agreement that Gastro Health has an additional $1000 which I am due as a reimbursement. After many calls to the billing department at Gastro Health, and running around in circles with them, I have determined that they have zero intentions of righting this wrong. I am happy to provide documentation and paperwork proving my account.

  Business Response

  Date: 09/14/2023

  We apologize for the delay and lack of follow up on the original request. We will issue the patient refund this week. 

  Customer Answer

  Date: 09/15/2023

   
  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, as long as they follow through with the refund.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/28/2023

  Type:Sales and Advertising 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 am a cancer patient who had an appointment scheduled for June 6th. Due to the rigorous cancer treatment I have, I had another appointment I had to prioritize my maintenance therapy. I unfortunately did not show up but no one told me I would incur in penalty fees for not showing up. This was never stated anywhere before scheduling my appointment. They have been accosting me with late fee notices forcing me to pay said fee. I tried disputing it explaining my situation and they still charged me regardless of my reasonable complications. This institution preys on the weak and elder just to make a quick buck out of us. They kept harassing me until I managed to pay.

  Business Response

  Date: 09/12/2023

  The patient scheduled and failed to show up for two consecutive appointments. The staff members who scheduled the appointments in each case documented that they advised the patient of the No Show fee then. It is fairly standard for physicians to charge a No-Show fee when patients do not cancel their appointments ahead of time because they are unable to schedule other patients for that reserved time. As a courtesy, we will refund this patient the fee paid. This balance due was never sent to bad debt collections and therefore there was no reporting to any credit bureaus. 

  Customer Answer

  Date: 09/14/2023

   
  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:07/26/2023

  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.

  Gastro Health sends me bills on a charge I have already paid. I contacted them by phone, letter, and email many times, and received the promise that they would correct their record. However, they keep sending me bills and emails concerning the false charge. I believed they were doing it on purpose, hoping that I would pay it again mindlessly. I think it is a dishonest practice on their part and should be investigated.

  Business Response

  Date: 07/26/2023

  The patient did provide proof of payment in the amount billed. There was staff error in properly handling the investigation of that missing payment that led to the continued billing. We have addressed the matter with those staff members and have taken corrective action. We will stop all patient billing while we properly investigate the status of that missing payment and alert the patient once concluded. We apologize for this oversight and any inconvenience it caused.

  Business Response

  Date: 07/28/2023

  Upon further investigation into the payment in question, we discovered more relevant information. This patient had a procedure with Gastro Health in May 2022. His wife had the same procedure performed with Gastro Health in September of 2022. They have the same insurance policy and their insurance applied the same copay of $107.82 to both of their charges. The payment of $107.82 made in October of 2022, which the patient references in his complaint as not being properly credited and leading to improper duplicate billing, was paid by them on our online portal towards his wife's account balance. We are attaching the billed statements from both his account and his wife's account as proof that these were two equal but separate balances due. I am also attaching proof that the payment he states was not credited was in fact made on his wife's account and properly credited there. The amount that the patient has continued to be billed for is valid and still due.

• Initial Complaint

  Date:07/19/2023

  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 have received many bills from this business that are balance-billing from a 3rd party , out-of-network company. I have continually provided them with information necessary to contact the *********************** to pursue their business. When a company/provider does contact the VA, the VA will notify me. I have received nothing from the VA indicating communication with Gastro Health, yet I continue to receive bills. This seems to indicate that Gastro Health is attempting to balance-bill me. I am protected against such billing by the "No Surprises Act" of January 2022. Also, the ** clearly states in it's correspondence that "Out Of Network Providers Shall Not Balance-Bill *** Veteran". I want this billing to stop, and no further contact from this company,

  Business Response

  Date: 07/25/2023

  The patient was seen and treated by Gastro Health physicians during an inpatient hospital stay. As such, we were unable to independently gather demographic information, including a copy of the patient's ********* card, from the patient ourselves. We relied on the information provided by the hospital. When we submitted our claim to the VA ********* found in the hospital system, it was rejected. It was not rejected due any out of network issues and therefore this was not a balance billing in violation of the No Suprise Act. However, further attempts should have been made to contact the patient for clarification prior to billing him. We will suspend all patient billing while we attempt to resolve the matter with the patient and his *********. We apologize for any inconvenience. 

  Customer Answer

  Date: 07/31/2023

   
  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.

  I do want to add the statement that in multiple mailings I provided information relevant for a VA claim. The last of which were signature delivery (copies of the reciepts and letters were filed with the original complaint).  I do understand how things can be overlooked. Hopefully this will be the end of it.  Many thanks.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/05/2023

  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.

  I have called the billing department at least 6 times but probably more. They applied my payments to the wrong service and the reps said "they didn't have the authority to move the money to the correct service but they would send the infomation to another department." It never happened. After this, my insurance company paid the amount due on my bill and it was paid in full. I continued to get bills and I would call and I would be told to ignore the bills because my account was paid in full. On my last call the person assured me my account wouldn't be sent to collections. Today I received a collections notice! I have a very high credit score and this needs to be resolved!

  Business Response

  Date: 07/06/2023

  The patient's account was sent to collections in error. The account balance is zero and we are removing this from the collection agency. Nothing has been reported to any credit bureaus so there will be now negative impact in that regard. We apologize for this oversight and any inconvenience it may have caused.

  Customer Answer

  Date: 07/08/2023

   
  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:06/20/2023

  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 had a procedure done at my local GastroHealth office on Feb. 7, 2023. At the time of the procedure GastroHealth charged my credit card $1200 stating it was necessary because I had a high deductible. I paid the $1200 on my credit card. Several weeks later the bills arrived for my procedure. My insurance paid for most of the procedure and therefore, I only needed to pay a small amount out of pocket. I have made numerous phone calls and emails requesting a partial refund from the $1200 payment. Even my insurance company said that I should not have needed to pay $1200. I finally reached someone named *************** at GastroHealth corporate office. He acknowledged in a email to me that GastroHealth owes me a refund. He said they will issue me a check right away. Never received it. I emailed him back. He apologized stating it will go in the following check run and said a check will be issued. Never received it. I emailed him back. He said a check was issued and it must have been lost in the mail. He was going to reissue. It is 6/20/23 and I have still not received my refund check. GastroHealth owes me $590.38 and an apology it has been nearly 6 months of dealing with them. They need to issue me a check and mail it by certified mail not regular mail so that I will for sure receive it. This has been a nightmare.

  Business Response

  Date: 07/14/2023

  Gastro Health issued a refund check within two weeks of my first correspondence with the patient. That check was sent via regular mail to the confirmed address we had on file. The patient later advised she did not receive the check. At that point we expedited the issuing of a second check and sent it via Fed Ex. The tracking number provided to the patient for that shipment indicated Fed Ex delivered it to her address but the signature they received for it was not the patient's. The patient then alerted us that, despite Fed Ex indicating the package was delivered t her address, the check was not at her home. After verifying the check had not been cashed by another individual, we once again placed a stop payment on the check, issued a new one and shipped it via Fed Ex. That check was received and cashed by the patient. While we did apologize for any initial delay we had in issuing the check, Gastro Health is not responsible for whatever led to the postal service and Fed Ex not properly delivering the first two refund checks we mailed out.