Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/11/2025

  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 had an appointment on March 10, 2025, at the Baptist Palmetto Bay Diagnostic Center for an abdominal ultrasound. Before my appointment, I called multiple times to confirm that I would only need to pay my insurance co-pay, which I was told was $50. I spoke with several secretaries, including ****** *******, *******, and ******. One of them assured me that she had checked with my insurance and confirmed that my payment would be limited to my co-pay of $50. With this information, I felt relieved going into my exam.However, a month later, I received a bill for $534.84, stating that this amount was not covered by my insurance. This is the second time the Baptist facility has given me incorrect information, resulting in unexpected charges after my appointment. I have tried repeatedly to reach out to their complaint system, Baptist Patient Experience, but contacting them has been nearly impossible. I leave messages, but they never respond. On one occasion, they called me back but I couldnt discuss it because I was at work.I requested that they review the recorded calls, since all conversations are supposedly recorded. I want them to see that I called multiple times to confirm my co-payment, and the secretary verified that my only responsibility was the $50 co-pay. I am not in a financial position to pay such a large sum of money. I am bringing this matter to your attention because I find the treatment being given to patients to be unfair and unethical. If I had known I would owe more than the co-pay, I would have canceled the exam. This situation has caused me significant distress, especially since it has happened to me before. I kindly ask that you look into this matter and exempt me from the charge, as the error lies with someone who provided incorrect information. I have already paid my co-pay, and it was necessary for me to call to confirm the amount I owed. I would greatly appreciate any assistance you can provide in resolving this issue.

  Business Response

  Date: 05/22/2025

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

• Initial Complaint

  Date:08/07/2024

  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.

  This organization is not allowing my primary care to give me referrals for more than 2 visits with a specialist. It is ABSURD! I had a visit with my primary care and she was about to write for more visits but then she looked at her computer and said shes not allowed. I understood that it was a limit by my insurance so I called the insurance company and they said I can get as many referrals as I need. The insurance company called the office to say they will allow more visits but the nasty belittling receptionist said it is Baptists rule and the specialist would have to request more visits by fax. Getting referrals is difficult enough without having to go back and forth and who uses fax anymore? If my primary agrees to more visits why would it be a problem? Even my primary herself said its not a big to deal to write for more but she cant. Why is Baptist making it more difficult for me to take care of my health? Why would 2 visits be enough with any specialist? Why should the specialist waste their time to request more when I can request more directly from my primary? I could maybe understand if they wanted me to come in to discuss it with my primary but to not let the primary make that decision is ridiculous. They are creating roadblocks. Is this socialist medicine? The doctor cant make a treatment decision for herself? Not only does the specialist have to waste time but so do I when I have to follow up with both offices to see if the referral request was faxed and if the primary sent it. Its limiting my healthcare and makes no sense if my insurance approves more visits. Its unjustified and putting my health at risk with unreasonable requirements. Im a healthcare specialist and I would never do that to patients, primary care providers, or specialists. Its just ************** EVERYONE involved! Its so difficult to get appointments with the primary and the specialists these days and this makes it worse!! I feel like Im being punished because my insurance.

• Initial Complaint

  Date:07/29/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My son ******************* was treated and we were told pricing will be based on tier 2 as per current price list. But at moment of checkout we were forced to do it under the health insurance provider and mentioned it will be fully covered.Tier 2 cost is $349 and the insurance sent payment for $355.87. But now I received a bill saying total charges were $1,011, leaving a pending balance of $655.13.I believe based on this provider received full payment by insurance and should not be billing extra charges.

  Business Response

  Date: 09/04/2024

  On 8/12/2024, Baptist Health South Florida spoke with the patient's father. He wanted to dispute the bill, asking us to honor the self-pay rates. We advised him that we cannot remove insurance and that the posted rates are for uninsured patients. The patient's father also wanted to provide feedback regarding his experience. The customer service team provided him with our patient experience team's contact number.

  Customer Answer

  Date: 09/05/2024

   
  Complaint: 22059322
  
  I am rejecting this response because:
  Charges are not as told and there's not an option where I can dispute charges formally.
  Business just responds saying "can't do anything about it"

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

• Initial Complaint

  Date:07/25/2023

  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.

  Baptist Health South Florida Homestead Emergency room with a chronic back pain and a tremendous swollen right leg look like a ham how it was told the complete staff my problem and I know what work and don't Iam not pretend to be a doctor but I know what work and don't the time that I have the pain 10 years @ the time the doctor said to me Iam the doctor I know what to do eventually the only thing they know what to do is **** on the **************** they did so many test only took a shot of a medication through IV that was dilaudid injection that will give me enough relief and maintained with the other meds until get home that relief only 4 hours only and for my Ham Swollen leg the only thing he could have done is a anti inflammatory injection he decide to do nothing to give me relief but to do everything to do but nothing about it I was taking of the emergency room like a delinquent with 8 security push out with my 85 year mother 75 father that is a shame do you think that is a hospital that will take care of a person doctor if you don't believed me see my my portal hospital that I was memorial ***************** told the complete nurse in staff and nurse manager all he had to do look my record I decided to a dame thing after they through me out with swollen leg I call the police they dint do nothing at all I went to another Hospital to take care of my swollen leg I have picture so you can see is a Dam shame Do you think that is a life saving Hospital

  Business Response

  Date: 08/14/2023

  We are sorry to hear of this experience. We take great care to ensure our patients have a positive experience when receiving care with us. In order to protect patient privacy, we are not able to publicly discuss any ***************. We do encourage any patient who would like to speak with us about their experience to contact the ****************** Patient Experience team directly at ************ or ******************************************************************** 

• Initial Complaint

  Date:10/31/2022

  Type:Billing 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 or about 10/29/22, I receive a Final Notice from ***************** Baptist Health South for $106. (Request for Payment showed Account Summary;Description of Service: *********** RehabPlace of ************************* Total charges: $2786.00Insurance payments: $2680.00 Amount you owe: $106.00 Albeit I did Not receive the document until about 10/29/22, it was dated 10/19/22. Patient name was listed as ************************** Account Number: ********** Due Date: Upon receipt IMPORTANT MESSAGE stated: IF WE dont receive payment from you in 10 days, this account will be referred to external collections agency. A phone no. of ************ was listed for customer service.As i have plan F ******** supplement , I have NO deductibles and no co-pays for medically necessary services. I confirmed w ******** they had paid doctors hospital $2,680.00 in May 2022 for this date of service, 12/06/21. Moreover, today, 10/31/22, about noon i called my secondary insurance, United American in ********, ***** and spoke w ***********, ******** Service agent. ********* confirmed United American had not paid **************** because **************** apparently faxed UA Ins a billing statement on 8/15/22 showing a claim of $2786. and indicated to date **************** had been paid ZERO insurance reimbursement on the 12/6/21 claimthat was false information and **************** billing service should have known better. (Note, the address listed in ******* matches the ***************************** to send payment. I called the alleged customer service line of **************** billing *****************. Message said no provider bills available and despite long waitno customer rep. **************** will be acting unconsionable if they report this bill to a collections agency rather than properly handle it by sending the correct info ASAP to United American, policy xxxx5590. Phone number of UA ins is ************