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:07/18/2025

  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 have received a bill stating I owe money for previous health care visits. I called the billing department because I realize they billed my insurance wrong and upon further investigation, my mother paid for the bills, so I do not have to deal with it anymore and they are trying to charge me for more money a year after she paid for everything. I asked to speak with a supervisor and did not receive a call back from anyone for 24 hours. So, I decided to call back and got hung up on and was unable to speak with anyone. My mom then proceeds to try to give them a call several times and keeps getting hung up on. I want this fixed immediately. It shows as an "outstanding balance" when it should not be there at all.

  Business Response

  Date: 07/24/2025

  We spoke with patient and addressed her billing concerns over the phone.
  Patient's accounts are on hold and a request was sent to respective team to process claims according to patients information provided.
  Billing Inquiry reviewed additional concerns regarding follow up to her initial inquiry and phone issues.  ********************* to review with team members for best practices.
  Should she have any questions or concerns, she may contact my direct contact information ******** *******, Ops Mgr. Billing Inquiry ************** and ******* *****, Acct **** **************.

• Initial Complaint

  Date:06/27/2025

  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.

  I was seen in the ** yesterday (6/26/2025). I was told my phosphorus levels were low likely due to refeeding syndrome. I was told to get rechecked today (6/27/2025) but when I informed my ** doctor that I have no doctor to put in the lab orders to get re-checked he said Well then I dont know what to tell you. I am so done falling through the cracks in the medical field. Why am I advocating harder than any doctor or nurse? Please make this right.

  Business Response

  Date: 07/02/2025

  Thank you for taking the time to share your concerns.
  

  We are sorry that you did not have a positive experience during your visit to The Queen's Medical Center ******************** **** on June 26,2025.
  ******* expects team members to demonstrate compassion and professionalism in all interactions, and we are sorry that this was not your experience.
  Our organization is committed to learning from our patients and continuing to improve the way in which we deliver care and services.
  
  ED providers deliver care to stabilize, diagnose, and treat patients during health emergencies; they do not provide follow-up care as a replacement for a primary or specialty care provider.
  We apologize if this was not explained to you and for any associated inconveniences with getting labs ordered as part of your follow-up care.
  For assistance with locating and establishing care with a primary care provider, please contact the ******* ******** Line by calling *************.
  If you find it more convenient, our urgent care clinics offer in-person and virtual visits, which may be helpful for you.
  Our goal is to be a lifetime partner in health with those we serve, so we hope for the chance to rebuild trust and confidence with you in the future.
  
  Mahalo.

• Initial Complaint

  Date:05/25/2025

  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.

  This complaint is about the Queens West billing department. I got a preventative mammogram done in May *************************************************** being very high risk because my mom and grandma both passed away of breast cancer and I have been getting them done for years. The Queens billing department billed it is routine instead of preventative and since Im under 40 HSMA wont pay it all. I was unaware of all of this until I got a bill in the mail from Queens for $184.04 in March 2025 (10 months after the monogram ). I called Queens billing department to inquire about this and they said due to me being under the age of 40 and it being a routine mammogram HMSA is not covering at all. I told them it was not a routine mammogram, it was a preventative mammogram and thats how my primary care doctor ordered it. Queens said they were not able to help me and I should call ****. I called **** and they said they I dont owe anything on their end and that I should call Queens again. I called Queens again and they said the same thing they said before. I asked to speak to a manager and was told there was not one available. I asked for a call back in which I was contacted a day later by ********* who is apparently a manager. She was very rude, kept cutting me off, did not offer me any kind of help or solution and said she would follow up with the billing department and contact me again, she hasnt contacted me again. Since this bill came 10 months after the mammogram they threatened to send me to collections. I started a payment plan so I am not sent to collections and have paid $75 so far. I would like they refunded. I am very upset with Queens, their customer service and their quality of care.

  Business Response

  Date: 06/02/2025

  Aloha,

  A voice message was left with patient on 5/27/25, informing her that we received a BBB complaint regarding her billing concerns. Affected accounts were placed on hold while appropriate billing teams complete their review, and we will update patient.
  
  We apologized for the customer service she received and shared that we will be coaching team members for best practices.
  
  Should she have any questions or concerns, patient was given direct contact information for ******** *******, Ops Mgr. Billing Inquiry **************.

  
  

  Customer Answer

  Date: 06/02/2025

   
  Complaint: 23377091
  
  I am rejecting this response because: I did receive a call and the account was put on hold as stated but I am supposed to receive a follow up call and havent receive one yet and the money I have already paid has not been refunded so the complaint still stands as no resolution at this point. 
  
  Sincerely,
  
  ******* ****

  Business Response

  Date: 06/17/2025

  We spoke with patient on 6/16/25 and apologized for the delay in providing an update. Patient shared that she received notification from her bank that auto payment processed on account.  We explained that her accounts were on hold during the review with Queens billing team and her insurance. In the meantime, her payment plan was removed. A refund shall be processed to patient if there is any patient credit after the insurance responds. We also shared that while her accounts are on hold, she may still receive electronic notifications. Weekly update to be provided if not sooner, pending insurance review.  Should she have questions or concerns she has my direct contact information ******** *******, Ops Mgr. Billing Inquiry **************.

  Customer Answer

  Date: 06/17/2025

   
  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:01/16/2025

  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 submitted a complaint through BBB, but they removed it because I did not authorize them to publish my surname publicly. This is not resolved as of January 16, 2025. In June this year, I had a somewhat minor surgery on my left calf to remove a lipoma that was about 4 cm in diameter. It was a standard outpatient procedure, and I returned home to the ********** the next day. After a couple of days, I removed the protective (silver) bandage as the surgeon and nurse instructed and thought nothing of the redness and bruising. After a couple of more days, I noticed the redness becoming worse and the pain increasing, so when I met the surgeon for the follow-up appointment by video a couple of days later, he asked to see it and said we'll keep an eye on it. Fast forward the same week, I'm really concerned about infection, so I contact the original referring general surgeon, and I see him that day. He confirmed I had an infection and prescribed antibiotics. After a few days, the infection wasn't getting better, so I was admitted to Queen's on the **********. I was administered very aggressive dosages of antibiotics round the clock and had two surgeries to clean the necrotized flesh and cultures done, which revealed three organisms: two were standard transient organisms such as staph, and the third was *********************. When I heard that from one of the nurses, I was livid. I am a microbiologist by discipline and have worked as a microbiologist for many years. I had to use a wound vac machine (which I am now being charged $4000 for minus the insurance payment) for over 6 weeks with home health care three times a week, and now have a deformed calf because of the negligence of the hospital. I have the privilege of them almost killing me with contamination by an organism that has roughly a 50% mortality rate + hospital bills over $100K + more bills totaling thousands. Thanks for nothing.

  Customer Answer

  Date: 01/17/2025

  My last name is ******, but I don't want it to be posted publicly. 

  Business Response

  Date: 01/29/2025

  Queen's Patient Relations received patient's grievance on December 23, 2024.  Patient's case is active and currently in review.  Patient Relations has been in contact with patient and will provide an update by the week of February 3, 2025.

• Initial Complaint

  Date:12/28/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to file a formal complaint against Queens Medical Center regarding the treatment and billing I received on July 3, 2023. My brother *** ** twisted his ankle at my sisters wedding, and we initially thought he was fine. However, the next day, the pain became too severe, so we sought medical attention. Upon arrival at the hospital, we informed the staff that we did not have insurance and could not afford a large bill, as my brother was about to fly back to ***** in a few days. We requested affordable options to relieve his pain for the long flight, with plans to treat him further in *****, where he has health insurance. The doctor assured us that the hospital accepts Canadian OHIP cards and that fees would be covered for Canadian patients, which led us to agree to the treatment. However, we were later shocked to receive a bill stating that only about $100 of the treatment was covered by OHIP, leaving us with a balance of $2747.5. My brother, who was in ***** at the time, had provided my U.S. phone number as the contact, and the hospital began reaching out to me for payment. Despite explaining the situation and the doctors assurance that the treatment would be covered, the hospital sent the bill to collections. In an effort to protect my brothers credit score, I paid the full $2747.5 on February 1, 2024 using my credit card. At the time, I didnt know about the Better Business Bureau (BBB), so I thought I would just absorb the loss. However, after recently learning about the BBB, I feel it is necessary to file this complaint, as I believe there was a clear miscommunication regarding the coverage of Canadian patients. I am seeking reimbursement or a resolution for the amount I paid, under the belief that the treatment would be covered by OHIP as explained by the doctor.

  Business Response

  Date: 01/07/2025

  Thank you for reaching out.  We are currently looking into your inquiry and will be in touch with you.  Mahalo.

  Customer Answer

  Date: 01/07/2025

   
  Complaint: 22740946
  
  I am rejecting this response because:

  Business is still looking into the case without providing a solution. 
  
  Sincerely,
  
  *** **

  Business Response

  Date: 01/10/2025

  Based on our review, patient was informed by Queen's registrar at the time of visit that his account would be handled as self-pay where a 30% discount is applied.  Patient provided his insurance card after receiving the estimate.  Patient was advised that his insurance was out of network and their office was closed to verify his eligibility.  He was informed by the registrar of his financial responsibility and he acknowledged and signed the consent to treat form.

  Patient's sister called and made payment for the balance owed by patient.

  Should patient have any further questions he may contact ******** *******, Operations Manager, QHS Billing Inquiry at ************.

  Customer Answer

  Date: 01/10/2025

   
  Complaint: 22740946
  
  I am rejecting this response because:

   

  I am the sister who called the hospital many times before paying the balance because we were told before receiving any treatments at the hospital by the male doctor that they accept ****************** and they have many Canadian patients who got covered. We emphasized since we entered the hospital that we dont have travel insurance and we dont want a bit bill, just something to relive his pain temporarily so he could comfortably go back home tomorrow for treatment. I called the hospital many times to refuse the bill because the hospital made us believe that they have experience with Canadian patients and they were sure this will be covered. I only paid the balance because they still sent the bill to collection and I was worried my brothers credit history would be damaged. 
  
  Sincerely,
  
  *** **

• Initial Complaint

  Date:12/12/2024

  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.

  Queens did not bill my insurance correctly, and they have no way to contact them other than a phone number they don't answer. They are threatening to send it to collections, but they just need to rebill to insurance. They really need to have an alternative way to contact their billing department and stop sending me harassing letters from no-reply addresses with no way to contact them.

  Business Response

  Date: 12/18/2024

  We spoke with patient and addressed her billing concerns on 12/17/24.
  An update to patient provided on her accounts in question are to be processed accordingly.  Patient acknowledged her understanding.
  Should she have any further questions or concerns, she was provided my direct contact information ******** *******, Ops Mgr. Billing Inquiry **************.

• Initial Complaint

  Date:11/15/2024

  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 had a bicycle accident in October 2024 and was transported to the Queen's Medical Center. I needed stitches (not many - perhaps 5 or 6; I was NEVER told how many). I didn't have ANY broken bones, nothing fractured, no other wound except the stitches. Even my stitches are now out (less than three weeks later and healed). When I received the bill yesterday (11/14/24) - I was ASTOUNDED that they seemed to charge me for every test possible that my bill is $62,730.14!!!! How is this even possible! This is crazy. All I had was a bicycle accident (no broken anything) and they charge over $62,000???? I dont even make this in salary! This is highway robbery. *** seemed to want to do as many tests as possible in trying to get AS MUCH MONEY as possible. I had fifteen (15) laboratory tests done!! Eight (8) X-rays!! Not only this, but I still have two MORE PENDING charges for INTERVENTION RADIOLOGY!!? This means that the bill will be EVEN MORE than $62,000!! Why was an INTERVENTION RADIOLOGIST (Dr. ******** *******) assigned to me!? Isn't this done when looking for diseases?? I was at the hospital for A BICYCLE ACCIDENT - not a car crash (I fell off my bike. No other person was involved). This is disturbing to be charged this much for such an incident. This bill is THIEVERY! Why was I being checked for diseases? This hospital is crooked. The doctors are thieves and I will fight this bill to the core!

  Business Response

  Date: 11/21/2024

  The ********************** spoke with the patient on 11/20/24 and informed that the charge review completed by billing confirmed to be correct and that there is a request for clinical review and once completed, we would provide an update. ******* also shared the ******* ********* Assistance process, confirmed a financial assistance case was opened, and requested appropriate teams to contact patient for further assistance. Should patient have any questions or concerns, she has been asked to contact ******** *******, Ops Mgr. Billing Inquiry.

  Customer Answer

  Date: 11/21/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  Date:09/20/2024

  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 Thursday 9/19/24 12 a.m. i rushed my husband ******* to the Queens Medical Center Punchbowl ** because of extreme pain in his midsection, front to back. Pain level 13/10. He was put in to triage room 4, which had a curtain to block out the other pods. The curtain was originally open and they closed it on him leaving him alone until i returned from parking the car (i left my car in the roundabout and wheelchaired him to ** then came back to park the car). When i returned to the ** triage room 4 i saw the curtain closed & no one came in to triage or check on him even though he was audibly groaning in pain and audibly crying out for help. At 12:45 I had to open the curtain and ask for someone to please give him an IV, check his blood pressure, if they could not give pain meds as he is audibly crying out for help and in pain, cold and clammy. They finally took his blood pressure which was elevated & they acknowledged he was diaphragmatic. Only then did they input notes for a doc to see needs pain meds. They didnt ask him to do a urine test until 1:15 but his urine tract was blocked. The ** doc Inamura finally came in at 1:45 A.M. only to scold me and my husband for not seeing a urologist regularly then finally ordered meds near the 2 a.m. hour when the worst pain had subsided. Dr ******* was more concerned about an avoidable ** visit instead of helping my husband with his severe pain for two hours when he needed help. Ignored and dumped in two rooms, the first triage room 4 was dirty, with an open bottle *************** irrigation USP with a half filled syringe, empty blood vials and unclean table tops. The nurses seemed apathetic and more interested in taking their lunch hour and didnt get assistance until i asked. So ill get hit with an ** bill for pain meds he didnt need after riding out the worst pain for two hours after being ignored?! And we went to the ** for what?

  Business Response

  Date: 09/25/2024

  On behalf of The Queens Medical Center (QMC)thank you for allowing us the opportunity to look into your concerns regarding your family members experience in the *** ******************** on September 19, 2024. Our goal is to provide excellent clinical care coupled with compassionate service to all of our patients. When in question, we appreciate the opportunity to review our practices in order to determine how and where we can improve. 
  
  Your concern was reviewed by the *** Quality and ************************* as a quality of care concern. In order to protect patient privacy, we cannot share the details of the review in this public forum but will respond to you directly.
  
  Again, thank you for voicing your concerns.  Your feedback assists in our continuous improvement efforts.

• Initial Complaint

  Date:07/26/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Queen's Hospital did not bill the correct health insurance for my wife (*******************). You were supposed to ************ and NOT HMSA. **** denied the claim since it's supposed to go to my wife's primary insurance which is UHA. I have been trying to call your billing department but no one is able to answer to fix the issue. The bill is $3,989.21 and it's supposed to be covered by ***. Please resolve this issue. *************************** No.:1185000103

  Business Response

  Date: 08/06/2024

  Queens Billing Inquiry representative *** spoke with patients father on 8/2/24 and addressed his billing concerns with him over the phone. 
  Father was informed that per his insurance they are requesting that he complete and return the dual coverage questionnaire.  Patient's mother should also contact her insurance to add patient as a dependent and complete coordination of benefits. 

  Should he have any questions or concerns, he was provided **** direct contact ************** and *******************************, Ops Mgr.Billing Inquiry **************.

  Customer Answer

  Date: 08/06/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:07/19/2024

  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.

  I received medical care at Queens West Medical Center in April 2023. Queens West received payment as an in-network provider from my insurance company in March 2024 according to the contract between Queens and my insurance company. Queens later claimed they were not in network with my insurance company at the time of treatment. This led to a provider dispute with my insurance company. This dispute was resolved in April 2024, and my insurance company sent Queens a letter confirming Queens was in network at the time of treatment. Despite receiving this letter, as of July 2024, Queens has continued to send me a bill for the difference between the in network and out of network cost of treatment. Queens is now threatening to send the bill to a collections agency. Queens is violating their own contract with my insurance company by continuing to harass me for payment that Queens is not owed. My insurance company has sent multiple letters to Queens, but thus far the billing department at Queens is ignoring my insurance company's communications, in violation of a contract to which they agreed. Queens is engaging in fraudulent billing of a patient. I want the fraudulent bill removed from my account immediately.

  Business Response

  Date: 07/30/2024

  We spoke with patient and addressed her billing concerns with her over the phone.  She was informed that her insurance was out of network at the time of service and that Queens received her signed consent acknowledging her insurance was out of network. Therefore, patient would be responsible for any charges that are not paid by the insurance.  In addition, all accounts were reviewed and processed according to procedures.  Patient stated she would contact her insurance company and payment will be made.  Patient was given information to pay online at ************************************************* or my direct contact ******** *******, Ops Mgr. Billing Inquiry ************** for assistance.

  Customer Answer

  Date: 07/31/2024

   
  Complaint: 22016471
  
  I am rejecting this response because: ******************** has advised me as of July 31, 2024 that Queens' continued claim that they were out of network at the time of the April 7, 2023 service is still false, and I do not owe any balance to Queens for the service. The attached letter contains the resolution of a prior provider dispute regarding the April 7, 2023 service. *** will be beginning a second official provider dispute to resolve Queens' ongoing harassment of a patient for funds they are not owed. A *** representative will attempt to contact Ms. ******* to discuss this matter further.
  
  Sincerely,
  ******* *****

  Business Response

  Date: 08/22/2024

  The Queens Medical Center *********************************** reached out to United Healthcares Contract Manager. *** informed *** of patients concern and the remaining balance on the account. ********************** requested *** to reach out to patients insurance company, *** to discuss Out-Of-Network status prior to 05/01/2023. *** is a wholly owned subsidiary of ******************
  
  The Queens Medical Center is expecting to be contacted by *** and/or *** Contracting teams regarding patients inquiry.  *** has not contacted ******** *******, Ops Mgr. QHS Billing Inquiry at **************.

  Customer Answer

  Date: 08/22/2024

   
  Complaint: 22016471
  
  I am rejecting this response because:

  Ms. ******** ***** with UMR attempted to call Ms. ******** ******* multiple times beginning 31 July 2024. She left messages when Ms. ******* did not answer her phone. Queens can call UMR at ************. The call reference number for my consultations with Ms. ***** was 240731-00002897. 

  **** with UMR's *************************** initiated a second Provider Dispute with Queens over Queens' illegal Balance Billing from my April 2023 treatment the week of 5 August 2024. The Dispute form handling number is *********, *** informed me the dispute would take circa 30 business days to complete.

  If the second provider dispute does not resolve this issue, I will be filing a complaint with the ************************* and ************** against Queens for illegal balance billing in contravention of the Federal Balance Billing Protection Law. 

  Per the attached copy of my insurance card, UMR is part of the ************************************. According to the UnitedHealthcare Choice Plus Network Provider Directory, Queens has been in network since at least 2020 when I first began receiving treatment with Queens facilities or providers (see attached screenshot). Queens' claim that it was out of network is based on a false assertion that *** is separate from the contract Queens has with ****************** 

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

  Business Response

  Date: 09/03/2024

  The Queens Medical Center ********************************* was informed by ***************** (UHC) on 8/29/2024 that the ********************** and Legal Teams will contact *** the week of 9/2/2024. *** has informed *** of the concern regarding network status for the *** plan in question and is requesting UHCs intervention and resolution. *** has requested *** to reach out to *** to clarify network status prior to 05/01/2023. *** is a wholly owned subsidiary of ******************

  
  The Queens Medical Center is expecting to be contacted by **** **************** Team regarding patients inquiry. Ms. ******** ***** with *** has not contacted or left voice messages with ******** *******, Ops Mgr. QHS Billing Inquiry at **************.

  
  *** may also reach out to UHC directly by contacting ******* ********, Director of Network Management. 

  Customer Answer

  Date: 09/04/2024

   
  Complaint: 22016471
  
  I am rejecting this response because:
  

  UMR is not a separate health insurance plan or company from **************** (***). It is a Third Party Administrator (TPA) for UHC. As Queens contracts department should be aware, a *** is an organization that conducts the administrative and operational work for an insurance plan. ***, as a TPA for UHC, is not a separate insurance plan.

  As UHC's own website explains, "***, UnitedHealthcare's third-party administrator (TPA) solution, is the nation's largest TPA."

  As UMR's website explains, "UMR is part of UnitedHealthcare and works with group health plans to help administer health care benefits for their members."

  It is apparent from this entire process that Queens ******************** does not actually understand how health insurance companies work.

  From my understanding, Queens has not stated they had no contract with *** prior to May 2023. Instead, they incorrectly identified *** as a separate insurance plan, which it is not, and claim there was no contract with *** before May 2023. 

  As the above should clarify, there is no need for a separate contract with *** because *** is not a separate insurance company or plan. It is, as Queens' communications have stated, a fully owned subsidiary of ***. It is literally a part of ***. Therefore, if Queens has a contract with ***, there is a contract with ***, which simply administers ***'s benefits.

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

  Business Response

  Date: 09/23/2024

  We have escalated with *** to contact their member and provide an update that they are continuing to review this case.