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Hospital

UHealth

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Complaints

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

Customer Complaints Summary

31 total complaints in the last 3 years.
7 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:06/23/2025
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.
Dear Better Business Bureau Miami,I am filing a formal complaint against Dr. *** ****, an otolaryngologist at UHealth ******************* - ***************** Medical Center at ********************************************************************* ******** May 2025, I attended a medical consultation for occasional nosebleeds, paying a $192.95 copay. Later, I received itemized bills charging procedures I did not consent to or receive, including nearly $10,000 for an endoscopy never performed.Additionally, the bills list unauthorized charges of $93.39 and $99.56, which do not appear on my bank or credit card statements.I also received two separate itemized bills from the same billing department that are inconsistent and ************* bill shows hospital charges totaling $10,103.00 with payments and adjustments, leaving a balance of $3,054.36. The other lists professional charges totaling $888.02, with different payments and adjustments, and a balance of $695.00.I only paid a $192.95 copay with my ********** ending in 6107 prior to the visit. The amounts charged on the bills dont match what I paid.I do not authorize these additional charges nor billing for a procedure never disclosed or approved.I disputed these charges with UHealths billing department and filed a claim with my insurance, but the issue remains unresolved.I believe these are fraudulent billing practices causing financial harm and distress. I request the BBB investigate to protect consumers.The services were at ***************** Medical Center in ************ under ****************** you for your time.I am attaching the itemized bills showing the disputed charges.Sincerely,******* ******
Business Response
Date: 06/26/2025
Hello,
Thank you for allowing us the opportunity to review your concern. Following a review of your medical record, it was confirmed that you electronically signed the Consent to Treat, Payment Policy for ********* Procedures, and the Hospital-Based Facility Notice on May 5, 2025, at 9:12 ********************** provider processed the hospital claim in full without issue. The professional claim was also processed; however, while the office visit was covered, the nasal endoscopy charge was (incorrectly) denied due to a lack of authorization. This portion of the claim, which carries a balance of $695.00, is currently under appeal.
As acknowledged, you paid $192.95 on the date of service. Of that amount, $93.39 was applied to the cost-sharing associated with the office visit, and $99.56 was applied to the cost-sharing related to the hospital claimtotaling $192.95.

Kind regards,

******* ******
Patient Experience Representative
The Office of Patient Experience
Customer Answer
Date: 06/26/2025

Complaint: 23509301

I am rejecting this response because the services specified a nasal endoscopy were never performed.
During my appointment, the doctor identified a fragile vein, sprayed an anesthetic (which took 12 seconds), waited for about 30 seconds, and then cauterized the vein a process that lasted no more than 5 seconds.
No endoscopic instrument was ever introduced into my nose. The only application was the product used to perform the cauterization.
Therefore, I strongly disagree with the charges, as they do not reflect the actual services I received. Billing for a procedure that was not performed is unacceptable.
This entire situation has caused me considerable stress and anxiety, as I feel I am being taken advantage of in a deeply unfair and unjust manner.
Sincerely,

******* ****** *****
Business Response
Date: 07/03/2025
Hello,
Thank you for your patience as we completed a further review of your concerns. Your case was escalated to the appropriate leadership, and upon additional evaluation, it was confirmed that your procedure was billed under the correct CPT codes.
******* ******
Patient Experience Representative
The Office of Patient Experience
Phone: **************
Fax: **************

Customer Answer
Date: 07/07/2025

Complaint: 23509301

I am rejecting this response because:
--------- Forwarded message ---------
From: ******* ****** <*****************************>
Date: Mon, Jul 7, 2025 at 11:30 AM
Subject: Complaint ID: ********
To: <********************************************************************>

Good morning *******,
Thank you for sharing your response through the BBB site.
However, I must express how deeply disappointed and frustrated I am with the way UHealth has handled this situation. This issue is not simply about billing under the correct CPT codes or the fact that patients are asked to sign numerous documents that are rarely explained or fully understood. That practice already creates an unfair advantage for the institution.
The core issue is that the procedure for which I am being billed a nasal endoscopy was never performed. At no point during my visit was any instrument with a camera introduced into my nose. As I clearly stated in my complaint, the only actions taken were a spray of anesthetic and a quick cauterization of a vein. The entire process took less than two minutes.
To then receive a bill for nearly $10,000 for a procedure that never occurred is not just a mistake it feels like an act of fraud. It is dishonest, unethical, and deeply distressing. When I contacted my insurance to report the issue, even the representative acknowledged that this type of billing dispute has been coming up more frequently, which is extremely concerning.
This experience has caused me a great deal of stress and anxiety. I feel completely vulnerable and taken advantage of by a medical institution that should be held to the highest standards of ethics and patient care. I sincerely hope this matter will be taken seriously and thoroughly investigated not only for my own peace of mind but to protect other patients from similar abuse.
Sincerely,

Best,
******* ******
M. ************
******************************************************************************

Sincerely,

******* ****** *****
Customer Answer
Date: 07/07/2025
Good afternoon *******,

Thank you for sharing your response through the BBB site.

However, I must express how deeply disappointed and frustrated I am with the way UHealth has handled this situation. This issue is not simply about billing under the correct CPT codes or the fact that patients are asked to sign numerous documents that are rarely explained or fully understood. That practice already creates an unfair advantage for the institution.

The core issue is that the procedure for which I am being billed a nasal endoscopy was never performed. At no point during my visit was any instrument with a camera introduced into my nose. As I clearly stated in my complaint, the only actions taken were a spray of anesthetic and a quick cauterization of a vein. The entire process took less than two minutes.

To then receive a bill for nearly $10,000 for a procedure that never occurred is not just a mistake it feels like an act of fraud. It is dishonest, unethical, and deeply distressing. When I contacted my insurance to report the issue, even the representative acknowledged that this type of billing dispute has been coming up more frequently, which is extremely concerning.

This experience has caused me a great deal of stress and anxiety. I feel completely vulnerable and taken advantage of by a medical institution that should be held to the highest standards of ethics and patient care. I sincerely hope this matter will be taken seriously and thoroughly investigated not only for my own peace of mind but to protect other patients from similar abuse.

Sincerely,
Business Response
Date: 07/15/2025
Hello Ms. ******************* you for taking the time to speak with me. As mentioned during our phone conversation, your complaint has been re-reviewed, and the original decision remains unchanged. However, as a goodwill gesture, we are offering a 40% discount on your bill.

Assigned Patient Responsibility: $3,247.31
40% Discount: -$1,298.92
Adjusted Amount: $1,948.39
Amount Already Paid: - $192.95
Remaining Balance (Pay in Full): $1,755.44

If you would like to take advantage of this offer, please contact our *********************** at **************.
Kind regards,

******* ******
Patient Experience Representative
The Office of Patient Experience
Phone: *************
Fax: *************
Customer Answer
Date: 07/16/2025

Complaint: 23509301
Response Rejection Statement
I am rejecting this response because Health is once again charging me for a procedure that was not performed. This is unacceptable and reflects an abusive billing practice toward patients.
The procedure I received was a simple cauterization of a weak vein located at the entrance of my left nostrila straightforward treatment that did not require an endoscopy or any extended intervention. The doctor did not go deeper into the nasal passage, as the issue was clearly visible and easily accessible.
Therefore, the charge applied to my account does not match the actual procedure performed. If there is any fee to be billed, it should reflect only the cost of a standard nasal vein cauterization, which is far beyond the standard cost of their bill.
Sincerely,
******* ****** *****
Business Response
Date: 07/17/2025
Hello Ms. ******************** are very sorry this was not the outcome you expected; however, as appropriate care was provided, we are unable to accommodate your request for an adjustment to your bill. We sincerely appreciate you taking the time to share your concerns. Please be assured that they have been given careful and serious consideration and this is our final decision.
Kind regards,

******* ******
Patient *************************************** of Patient Experience
Phone: **************
Fax: **************
Customer Answer
Date: 07/17/2025

Complaint: 23509301

I am rejecting this response because:
I am not sure how else to explain this, but let me be absolutely clear: I will not pay for a procedure that was not performed. I have already detailed exactly what was done during my visit. The procedure was a simple cauterization of a weak vein at the entrance of my left nostrilnothing more.
I am currently dealing with multiple complaints related to this issue. What this organization is doing to its patients is abusive and entirely unacceptable.
I strongly urge you to review my original complaint and the responses Ive provided. The facts are clear, and my position is final.
Sincerely,

******* ****** *****
Customer Answer
Date: 07/18/2025
I justr received a new message in my email with this code: #********, but when i want to get in itn **** that number is not correct. SO if there is no reply from me is beacuse i can't enter with that number to the BBB page
Initial Complaint
Date:02/17/2025
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.
On 11/13/2024 i went to thh emergency room at Bascom Eye Institute for a major vision loss.(Right Eye)I singed a documents and pain a 5.00 co payment.After waiting from 8 A.M. To Around 9 P.M they too som images and said i must return on monday.On ************* I *** checked in again and was told that the samo co pay would ******** my suprise again they told me to return on tuesday and i would see *** **** Opthomoligist.I reterned again at 8 A.M The folling Day. The staff told me that the continued visits wouth be still covert by the *** co pay until they make their Diagnoses.11.00 P.M. is when i left the Facility,The staff told me thet they needed a M R I to futher evaluate the problem,Once again the **** the co pay would still be be covered my the original co pay ond to check in at the Energency desk for further instruction.They sent me to yhe lower lobby and did yhe M R I.After that they wanted a blood sample the lab room was full so the tending nurse took the blood in her office ih an uh hygenic enviroment,and wha difficulties takin the blood from my arm and starting squezing my arm to force the blood out in to the vacutainers with my arm below my leg sitting in a chair.I was told to come back Itols them (I NEED A BRAKE FOR A DAY) too much stress.I Returend on Thurs they did the same test over and over again.Finally group of students ask me questions about my eye conditions.Then hours later a group of drs. Proffersers wen over the images and said Nuro-Optomology would ruled out.Then i asked what is the problem no body sat anything. Upon leavine i went to the emergency desk and asked for the dis charge papers *** copies if the documents Isinged.They only gave me an appoiment card and did not have a diagnoses of my condition.Afther Four days of misery and dispair im being billed ********* my insurance and me a bill for ****** For no Diaganoses or medical treatment.I had pain in my eye and tot even a eye drop for releif.
Customer Answer
Date: 02/19/2025
Not At This Time,Thanks
Customer Answer
Date: 02/19/2025
Yes Some Misspelled wording What I want Is to pay the Co pay and thr MRI i Brought with me I was discharged with no diagnoses.
Im willing topay the ** put not the rest of the portion fo no relief of any type.
465.01 is what they want.
470.00 was the ** total .
My insurance was billes ********* %
For nothing no discharge paper or any treatment.
I'm currentley under care of an ophmoligist and has restored about 30% of my Vision and an alergist that are restoring my vision.

Bascom Palmer did Z**O for my health and well being.

Business Response
Date: 03/07/2025
Dear BBB,
Mr. ********* concerns were thoroughly investigated by our institution, and he was provided with written responses on January 10, 2025, and February 11, 2025 (see responses attached)
The patient insists upon that he was not properly diagnosed despite the nature of his visit to the ******************** **** and subsequent follow-up with the neuro-ophthalmology department. The *** in question was medically justified due to the patient's symptoms and medical history. When neuro-ophthalmology concerns were ruled out, the patient was referred to medical retina and comprehensive ophthalmology, and a follow-up appointment was scheduled for March 6, 2025. However, the patient decided to cancel that visit.
The patient's balance was his financial responsibility based on his insurance coverage at the time of service. However, due to his dissatisfaction the *********************** (***) has decided to waive the *** charges ($ ******) from November 18, 2024, a one-time courtesy. Please note, the patient will remain responsible for any other ** and follow-up visit related charges.
Sincerely,
The Office of Patient Experience

Customer Answer
Date: 03/07/2025

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,

***** *******
Also I paid the balance in full.
i communcated with them and we came to an agreement.
Thank you for your time.
***** *******.
Let me know if a donation can help.

Customer Answer
Date: 03/09/2025
I do not want to write review.
A donation yes.
I work with 2000 people in my Comunity on all sides with out pollitics.
Thank you.
Let me know where to send a donation.
***** *******.
Initial Complaint
Date:01/27/2025
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.
SEPTEMBER 23, 2024 - DATE OF SERVICE BALANCE $142.76 Account #******** The business neglected y right to have my husband present, I requested a translator and was told the nurse would work as a translator. The nurse left me in the room alone with the Doctor *** did not attempt to bring a translator because he felt 'uncomfortable'. The situation in the room was unprofessional and borderline unethical. We reached out to Patient Experience and after numerous follow-ups have been told the bill stands but can offer an apology and "40% off the remaining balance" this is unacceptable and I notified them I will be filling a complaint with BBB for the services charged, unused. a snippet of the original communication wit the clinic is below.I write this email with the hope that this information remains confidential from the ** in question. My wife, **** ******* was seen by **. ****** William ***** on 9/23/2024, on this day I personally attended the *********** with her and at the time of entering was told by the nurse I was not able to enter the appointment room with her, I insisted to the nurse that we can fill out any and all paperwork if needed but that my wife needed me to be there with her for support as well as for translation, the nurse on duty checked with **. ****** *** denied the request and the nurse reassured me that she will be there for my wife and would translate if needed.This never happened, my wife was left in a closed office with **. ****** William ***** alone, with no nurse present to assist/translate/observe. The ** seemed to joke around regarding her pain, undermined the results Anyi had with her because they were not from the ************* and overall did a poor job of connecting and empathizing with my wifes severe pain We are both very upset with this experience, certainly uncomfortable with the fact that she was left all alone as a new patient with a doctor *** did not speak her language or attempt to find the resources she needed.
Business Response
Date: 01/28/2025
Good morning,
We responded to the patient's grievance, in English and Spanish, on October 14, 2024. Please see English version of the resolution letter attached. When the patient's husband appealed our findings, no deviation from our standings of care were identified; however, the *********************** (***) decided to extend him a one-time 40 % courtesy discount due to his dissatisfaction. The patient must make her 60 % share payment before the discount is applied to her account. The patient and husband have been advised several times to call the customer service line ************ to make the appropriate payment, and then call us back at ************, so that we can make sure her account is adjusted as to reflect a zero balance. However, the patient relies upon the husband, and the husband has not called us back nor responded to our email messages.
Sincerely,
***** *****
Patient Experience Advisor
Customer Answer
Date: 01/28/2025

Complaint: 22864260

I am rejecting this response because: as mentioned to the business, the patients legal right of having a translator present were denied while in the clinic therefore as we have informed UM numerous times we are disputing the bill in full. The business has communicated to us with their discounts a d terms, as we mentioned to them - we are continuing with our BBB compliant.

Sincerely,

**** *******
Business Response
Date: 01/29/2025
Good morning,
Mrs. ******* was evaluated by Dr. ****** a physician who holds certification in medical Spanish translation. As such, the consultation was conducted in the patient's preferred language, Spanish. Additionally, records show that communication between the patient and provider via MyUHealthChart, the *********************************************** and Clinics (UMHC) patient portal, was conducted in Spanish.

Please find Dr. ******* UMHC certification in Spanish translation attached for your reference.

While we regret that the patient feels their expectations were not met, the claim regarding inadequate medical translation is not supported by the available evidence.

Regards,
***** *****
Patient Experience Advisor
Initial Complaint
Date:10/03/2024
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.
After moving to ***** in late 2023, I scheduled annual checkups with new doctors. My visit to Bascom Palmer Eye at ***** U was for an annual check up originally scheduled in March. The office rescheduled several times not getting to see the doctor until late August of 2024. When I arrived I confirmed it was for an annual check up on eyes.I was taken into a back room where a nurse preformed some minor measurements, then later Dr. ***** entered. He asked the reason for the visit and I said an annual eye exam holding my old glasses and last years prescription in my hand. I had also briefly asked about a small bump on my right eyelid to which he said was a pimple that could be cut out if I liked but could take several weeks of healing. (A 45 second conversation.) He said good deal, and wlked out. I was directed to the frontdesk and was told I was good to go never getting an updated prescription or eye exam. I latter receiveda bill for $500 from the hospital.I have messaged their online system multlple times and can see that staff have viewed the messages, but I get no response. I've called ************** for a get my eye exam scheduled but told cant get anything this year dispite the doctor not doing on the orignal visit. I told them I was charged incorrectly, but they say it doesnt matter what they did or didn't do, If a saw a docotr then I owe the bill. They refuse to help rescehedule a proper eye exam.I have told them I either want the visit refunded or I want them to reschedule a proper eye exam in the next week or 2, then I would be happy to pay the charges if they actually did the service I requested. The charged a total of $524 of which $291.67 was submitted to my insurance company **********************. I have called them and alerted them to the (In my opinion) fraudulant charges.
Business Response
Date: 10/09/2024
Good day,
Thank you for allowing us the opportunity to review Mr. ********* concerns. Records indicate that on April 12, 2024, Mr. ******* made an online appointment request for an annual eye exam and to check a small lump that had formed on his right eyelid. A call center agent contacted him and scheduled him with Dr. ***** C. ***, Oculoplastic, for July 12, 2024. During the call, the agent communicated that Dr. *** would check upon the lump and might refer the patient to see a different provider if deemed necessary. On May 13, 2024, the appointment was cancelled due to a scheduling conflict and rescheduled for August 28, 2024.
On August 28, 2024, Dr. *** did a thorough evaluation for a right upper lid chalazion, present since June 2023. Although small in size, he offered a surgical procedure to drain it vs. observation. After post-operatory symptoms were described, including potential bruising and swelling for one or two weeks, Mr. ******* elected for observation. The physician recommended daily warm compresses as a preventative measure. Dr. *** acknowledged the patient also asked for a general eye exam. However, Oculoplastic providers typically don't do this, as this is rather done by general ophthalmologists or optometrists. He did say Mr. ********* uncorrected vision during the exam was 20/20 in both eyes, ruling out the need for distance glasses, but he did not provide him with a prescription.
The *********************** (***) reviewed the account and concluded appropriate services were rendered as the patient had a problem-focused eyelid exam for a chief chalazion complaint done by an Oculoplastic provider. However, considering any potential scheduling confusion, the *** leadership agreed to extend the patient a 40 % courtesy discount on the visit's balance due to his dissatisfaction. To take care of this offer, the patient may call the ***'s customer service line at ************ and make the discounted payment ($ ******) Once the payment has been made, we recommend Mr. ******* to contact the Office of Patient Experience (OPX), to make sure his account has been properly adjusted as to reflect a zero balance.
We apologize for not meeting Mr. ********* expectations. In case he might still be interested in a wellness exam (general eye check) at the Bascom Palmer Eye Insitute (BPEI), which should be completely covered by his insurance company, he may also call OPX at ************ and we will further assist him.
Sincerely,
***** *****
Patient Experience Advisor
Initial Complaint
Date:08/05/2024
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.
The problem is me having insurance I still have to pay almost 200 dollars for a Hehg Breast Ultrasound, Bilateral: Complete. And I have had the same insurance, and I never had to pay for this type of procedure.
Business Response
Date: 08/08/2024
Good afternoon ******************,
I hope this finds you well. Thank you for the opportunity to review your billing concerns.
The balance in question ($ ******) is for a combined procedure (Mammography/Ultrasound) performed on July 3, 2024. The balance is part of your insurance responsibility as $ ****** was applied towards your unmet yearly deductible at the time of service and $ ***** was applied towards your co-insurance.
You had the same service done on February 7, 2023, and your patient responsibility back then was $ ****** ($ ****** deductible: $ ***** co-insurance)
Prior to that, you had Mammographies done on July 26, 2018, and March 30, 2021, in which you did not incur any patient responsibility because there were Mammographies only. However, if the Mammography is performed along with an Ultrasound, you will not be covered at 100 %, as per your carrier's contractual relationship with UHealth.
I hope I was able to clarify your concerns. If you happen to have additional questions, you may contact the Office of Patient Experience directly at ************
Sincerely,
*********************
Patient Experience Advisor
Initial Complaint
Date:06/11/2024
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.
so I've been having an Issue contacting you health especially all my doctors office but no one seems to call. me back it upsets me Becuse my Current PCP. office is a nightmare no onever calls me back or messages me back in the chart Its been 2 days scince ive written and i haven't **** back I'm about to speak to a manager off the office because this is insane
Business Response
Date: 06/14/2024
Good morning ****************,
I apologize for the lack of communication experienced. The Family Medicine Department has been trying to reach you to schedule an appointment as requested, but they have not been successful. Please call them at your earliest convenience at ************, option 3.
Sincerely,
The ****** of ******* Experience
************
Initial Complaint
Date:06/02/2024
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.
Please, open attachment.
Business Response
Date: 06/03/2024
Dear ****************,
Thank you very much for bringing this matter to our attention. Upon further review of the claims you made, these are our findings:
*****************************: the balance of $ ***** ($ ***** and $ *****) was successfully adjusted from the collections' agency. Our review revealed that Cigna re-processed the payment covering the patient's coinsurance responsibility, but the remittance information on the payment did not update on our system.
The $ ***** co-payment for *************************** GYO consultation on 5/21/24, was received from *****'s electronic verification message when UHealth attempted to verify benefits prior to the visit. Please note, that this was scheduled as a follow-up visit, not a wellness exam.
***********************: a $ ***** reimbursement of his visit on 12/6/23 has been processed. Although the original claim was denied, the visit's co-payment was incorrectly linked to the charge when there should have been no patient responsibility due to that type of denial. Please allow a few days for the amount to reflect on the patient's payment card.
We apologize for any undue stress this situation might have caused, but we are glad to have been able to assist you satisfactorily. If you happened to have further questions or concerns, you may call the ****** of ******* Experience directly at ************.
Sincerely,
The ****** of ******* Experience
Customer Answer
Date: 06/11/2024

Complaint: 21790633

I am rejecting this response. Please, open the attached PDF for more information about this case.
Sincerely,

Louis & ***********************
Business Response
Date: 06/13/2024
Dr. ****************,
I hope you are doing ok. I apologize you are still dissatisfied with our services and our response to your concerns. I reviewed the latest documentation you provided but it was the same as the originally submitted. I must admit I'm not certain about the causes of your dissatisfaction, other than the reasons that led to your complaint in the first place. As you requested:
Your son's co-payment was reimbursed to the credit card on file;
Your wife's balance was adjusted as to reflect a zero balance as indicated in the estimate you obtained prior to her procedure;
and her 5/21/24 GYO appointment with **************** was reclassified as a "wellness exam" instead of a "follow up" appointment, which should not generate a co-payment in the system.
We had her account reviewed by the *********************** (CBO) again and she only has a balance of $ ***** pending for a telehealth consultation she had with the ******************** on January 17, 2024, which was not part of your complaint.
Please note, that the ****** of ******* Experience remains at your disposal in case you'd like to discuss these further. You may contact us directly at ************.
Sincerely,
*********************
******* Experience Advisor
Initial Complaint
Date:05/31/2024
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.
I am writing regarding my visit to the Emergency Room at UHealth on February 16th, during which I sought treatment for issues related solely to my lumbosacral spine.Upon arrival, I specifically requested an MRI for my lumbosacral spine based on the recommendation of my doctor in The Cayman Islands, where I attend Vet School. I believed this was necessary for detailed insight and to pinpoint the affected area. However, the medical team insisted on conducting **rays, despite my explanation that I had already undergone **rays and received a diagnosis regarding my lumbosacral spine. Reluctantly, I consented to another set of lumbar **rays, even though similar ones had recently been performed in the Cayman Islands.At no point did I consent to or request hip **rays. I explicitly informed the attending physician that my hip was not the issue, but rather my lumbosacral spine. Despite this, the facility proceeded with both lumbosacral spine **rays and, unbeknownst to me in the **ray room, hip **rays.A consent form does not grant ******* permission for additional procedures beyond what is specified. In this case, the consent was solely for the lumbosacral spine. Therefore, we request that the charge of $1010.00, for the unauthorized hip **rays, be removed from my billing immediately.Please feel free to contact me if you have any further questions.Thank you for any help you can give me to this matter.
Business Response
Date: 06/06/2024
Good morning **** ********************** concerns were presented to the ******************** **** and *********************** (***) leadership teams for their review. It was noted that on February 16, 2024, you presented to the ** with Lumbar back pain radiating down the right hip and lower extremities. Records indicate the physician ordered a comprehensive imaging work-up, including x-rays of the hip that showed no acute fracture, dislocation, intact sacroiliac joints, and remarkable soft tissues.
We apologize for not meeting your expectations; however, considering your symptoms our review found your care was clinically appropriate.
Although appropriate services were rendered, the *** leadership decided to offer you a 40 % discount on the pending balance ($ ******) as one-time courtesy. To take advantage of this opportunity, you may make the payment online or over the phone by calling the customer service line directly at ************. Once you make the discounted payment ($ ******), please contact the ****** of ******* Experience (OPX) at ************, so that we may make sure that your account is properly adjusted as to reflect a zero balance.
Sincerely,
*********************
******* Experience Advisor

Customer Answer
Date: 06/13/2024

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,

***** Word
Initial Complaint
Date:02/16/2024
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 December 29, 2023, I placed a phone call to ************, which is the number associated with the Uhealth ******************* patient financial services department. The phone call was recorded. After negotiating my bill, the representative agreed to discount the bill by 40% if I paid $910.16 before the end of the call. So, pursuant to the agreement the representative processed a payment for $910.16 and told me that once the 40% discount was applied the balance would be zero and I would owe nothing further. The agreement was made with a manger. Since that date, I've called to follow-up on the promised discount for months and each time I've been told to patiently wait for the discount to be applied while this entity continues to send invoices, claiming I owe $606.77 when I do not owe this debt. When I call, I am told to disregard the notices. This violates the Fair Debt Collection Practices Act because during these recorded phone calls, they acknowledge I do not owe the debt, but they keep sending the notices. Now, as of 2/16/24, I received a collection notice in the mail from a debt collector. The debt was sent to a collections agency and will probably harm my credit. I need them to remove the debt from the collection agency and provide the discount to zero out the balance as promised. I need to report or file a complaint for violation of the Fair Debt Collecions Practices Act if this issue is not fixed resolved soon.
Business Response
Date: 02/19/2024
Hello ****************,
Your account has been review and it reflects a zero balance. The adjustment was made on 1/22/2024 three days after the statement generated. Please disregard the billing statement dated 1/19/2024.Our apologies for any inconvenience this may have caused you.
***************************
Patient Experience Representative
Phone:**************
Fax:**************
Initial Complaint
Date:02/15/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Typed info then form deleted it.
Business Response
Date: 02/16/2024
Hello,

Please provide more details to your complaint so that we may get a better understanding and assist you.
Customer Answer
Date: 02/16/2024
***The BBB Have Received Additional From Consumer***

I am plantation, deerfield, and miami uhealth patient.
my issues were escalated to *******************************, Director of patient experience, in ***** approx. September, after falling on deaf ears.
In october, **************** no longer responded, and i have spent 4 months trying to chase her down. So she hasnt even pretended to care. However almost none of her underlings recognize her name. patient experience is not set up for success.

The nature of my complaint. I have a multi prong 30 plus year disability.
I have had multiple problems with patient experience in uhealth system.

Including but not limited to
patient portal usage, getting my chart updated for contraindications, registration/checkout , asking workers to speak slowly with no competing noises due to my hearing loss, setting up appts/ getting answers. I have been told i am the problem by multiple workers.

I am worn out by this process and this system is not user friendly. Since ***************** cant be bothered smoothing the system, i dont know where else to go. Four months is plenty of patience and some.

I dont believe workers take the time to see things from customer side. I keep hearing in error their tasks are complete even tho it leaves me exhausting myself to meet my needs. This complaint is not just about ******************************* but ultimately she is the one responsible for getting things done.

Even tho this may be written well, my disability includes but not limited to
1. troubles reading and understanding what is written.2. voice unreliability.
It took a long time to put this together as i dont organize info quickly.

At this point a survey that will only be filed or " im just here to listen" or " go complain to a worker who can do nothing" is demeaning and useless.

I need this customer experience to be smooth from the customer perspective.
Its a shame that i had to resort to outside agency to solve this.

Ty in advance, better business bureau, for being the voice of reason to make life easier.
***************************
Customer Answer
Date: 02/20/2024

Complaint: 21299284

I am rejecting this response because:
Dear ****************
Ty for your call today.
I have hearing loss and unless your office slows down enough in a quiet enough environment, i will not be able to hear and understand.
My file went into your hands in september. You agreed to take it. In october i was ghosted.
If you were not the appropriate person to address my needs, it was your responsibility to transfer me. Not disappear. Not hold me responsible. Not let the situation snowball because of inaction .
I have done what i need to reach you directly and thru others.
I asked today that ******************* of Uhealth be involved in the call yet was denied.
I am talking about a systemic issue.
I am not the bad guy in spite of repeatedly called that today. Called that not only because i insisted *** be involved.
Lets try again to solve this. Starting with an a heartfelt sounding apology when i am live on a call, with no accusations that i am at fault for pursuing the file in your hands or that i have an additional person on the phone. My ability to read minds is broken and i cant be held responsible for silence.
Waiting on a retry with *** included.
This systemic issue still needs solving by someone with authority to do something- not find fault with me for advocating for my needs.
***************************

Sincerely,

***************************
Customer Answer
Date: 03/15/2024

Complaint: 21299284

I am rejecting this response because:

Sincerely,

***************************
Date Sent: 2/20/2024 1:24:10 PM

Complaint: 21299284

I am rejecting this response because:
Dear ****************
Ty for your call today.
I have hearing loss and unless your office slows down enough in a quiet enough environment, i will not be able to hear and understand.
My file went into your hands in september. You agreed to take it. In october i was ghosted.
If you were not the appropriate person to address my needs, it was your responsibility to transfer me. Not disappear. Not hold me responsible. Not let the situation snowball because of inaction .
I have done what i need to reach you directly and thru others.
I asked today that ******************* of Uhealth be involved in the call yet was denied.
I am talking about a systemic issue.
I am not the bad guy in spite of repeatedly called that today. Called that not only because i insisted *** be involved.
Lets try again to solve this. Starting with an a heartfelt sounding apology when i am live on a call, with no accusations that i am at fault for pursuing the file in your hands or that i have an additional person on the phone. My ability to read minds is broken and i cant be held responsible for silence.
Waiting on a retry with *** included.
This systemic issue still needs solving by someone with authority to do something- not find fault with me for advocating for my needs.
***************************

Sincerely,

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

Customer Answer
Date: 03/15/2024

Complaint: 21299284

Complaint: 21299284

I am rejecting this response because:
Dear ****************
Ty for your call today.
I have hearing loss and unless your office slows down enough in a quiet enough environment, i will not be able to hear and understand.
My file went into your hands in september. You agreed to take it. In october i was ghosted.
If you were not the appropriate person to address my needs, it was your responsibility to transfer me. Not disappear. Not hold me responsible. Not let the situation snowball because of inaction .
I have done what i need to reach you directly and thru others.
I asked today that ******************* of Uhealth be involved in the call yet was denied.
I am talking about a systemic issue.
I am not the bad guy in spite of repeatedly called that today. Called that not only because i insisted *** be involved.
Lets try again to solve this. Starting with an a heartfelt sounding apology when i am live on a call, with no accusations that i am at fault for pursuing the file in your hands or that i have an additional person on the phone. My ability to read minds is broken and i cant be held responsible for silence.
Waiting on a retry with *** included.
This systemic issue still needs solving by someone with authority to do something- not find fault with me for advocating for my needs.
***************************

Sincerely,

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

Customer Answer
Date: 03/15/2024
Complaint: 21299284

I am rejecting this response because:
Dear ****************
Ty for your call today.
I have hearing loss and unless your office slows down enough in a quiet enough environment, i will not be able to hear and understand.
My file went into your hands in september. You agreed to take it. In october i was ghosted.
If you were not the appropriate person to address my needs, it was your responsibility to transfer me. Not disappear. Not hold me responsible. Not let the situation snowball because of inaction .
I have done what i need to reach you directly and thru others.
I asked today that ******************* of Uhealth be involved in the call yet was denied.
I am talking about a systemic issue.
I am not the bad guy in spite of repeatedly called that today. Called that not only because i insisted *** be involved.
Lets try again to solve this. Starting with an a heartfelt sounding apology when i am live on a call, with no accusations that i am at fault for pursuing the file in your hands or that i have an additional person on the phone. My ability to read minds is broken and i cant be held responsible for silence.
Waiting on a retry with *** included.
This systemic issue still needs solving by someone with authority to do something- not find fault with me for advocating for my needs.
***************************

Sincerely,

***************************
Customer Answer
Date: 03/15/2024
Complaint: 21299284

I am rejecting this response because:
Dear ****************
Ty for your call today.
I have hearing loss and unless your office slows down enough in a quiet enough environment, i will not be able to hear and understand.
My file went into your hands in september. You agreed to take it. In october i was ghosted.
If you were not the appropriate person to address my needs, it was your responsibility to transfer me. Not disappear. Not hold me responsible. Not let the situation snowball because of inaction .
I have done what i need to reach you directly and thru others.
I asked today that ******************* of Uhealth be involved in the call yet was denied.
I am talking about a systemic issue.
I am not the bad guy in spite of repeatedly called that today. Called that not only because i insisted *** be involved.
Lets try again to solve this. Starting with an a heartfelt sounding apology when i am live on a call, with no accusations that i am at fault for pursuing the file in your hands or that i have an additional person on the phone. My ability to read minds is broken and i cant be held responsible for silence.
Waiting on a retry with *** included.
This systemic issue still needs solving by someone with authority to do something- not find fault with me for advocating for my needs.
***************************

Sincerely,

***************************
Business Response
Date: 03/29/2024
Good Afternoon,
Our apology for the delay on our response as leadership review this patient's concerns. Due to the nature of the complaint, in order to respond can you please provide us with the copy of the ***** consent form completed by the patient, authorizing us to discuss this matter with the BBB.
Thank you in advance for your time and attention to this matter.
Best Regards,
UHealth, The ****** of ******* Experience
Customer Answer
Date: 06/11/2024
***Please See Attachment ***
Business Response
Date: 06/25/2024
The patient has been medically evaluated and there is no medical basis for the complaints made. The patients physician has made recommendations for additional testing and the patient has declined the recommendations.

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