Complaints

This profile includes complaints for Umass Memorial Medical Center's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Umass Memorial Medical Center has 4 locations, listed below.

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  Umass Memorial Medical Center

  55 Lake Ave N Worcester, MA 01604

• 

  Umass Memorial Medical Center

  119 Belmont St Worcester, MA 01605-2903

• 

  Umass Memorial Medical Center

  281 Lincoln Street Worcester, MA 01605

• 

  Marlborough Hospital

  157 Union Street Marlborough, MA 01752-1228

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:03/05/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Last month I had a bill due from UMass Memorial Medical Group. There is an online portal that the organization uses called "MyChart" and, to keep careful track of my records, I pay the bills not in lump sums, but by each item that I am billed for. When I paid the first half of the previous bill, the portal then showed my balance as $0.00. When in this mode, there is no button to click to pay anything else, and I insist on paying through the online portal so that I have a paper trail for all my payments. I knew I still had an outstanding balance, but it wasn't showing. I contacted the customer service department through the online portal, and they told me that I had to call their 800 number. I did so, and was told that the issue would resolve in the next billing cycle. Now, a month later, I am getting messages that I have an outstanding balance due, but when I go to pay it, the amount due still reads as $0.00, and I have no option to pay. The use of the portal is critical, as I do NOT want to give my card information over the phone, and I want to be able to know precisely what services I am paying for. I asked them starting last month to resolve this, but I've been deflected to other departments. Most recently I reached out to them last week, but they've still not responded though I have seen that they have read my message (see screenshot).

  Business Response

  Date: 03/10/2025

  
  Good day, Mr. ******************** you for contacting us regarding your account. We sincerely apologize for any inconvenience or confusion this may have caused.
  
  You received a statement dated January 28, 2025, which included two dates of service:
  
  1. September 12, 2024 - total: $240.71
  2. October 23, 2024 - total: $74.02
  
  You made a payment of $74.02 on January 29, 2025, leaving your account balance at $240.71.
  We understand you reached out to our *************************** because you did not see any balance in your myChart portal. The zero balance displayed was due to a credit balance from a prior date of service on July 9, 2023. We received a Health Reimbursement payment that was not correctly applied to that service, resulting in a higher credit balance than your outstanding balance.
  We have since corrected the payment application. You should now be able to see the balance owed for the September 12, 2024, date of service. We have honored a 20% prompt pay discount of $48.14, reducing your new balance to $192.57.
  We will follow up with the representative you spoke with to ensure she understands why you were unable to view your balance.
  Thank you for your understanding. If you have any future concerns, please feel free to contact ******** *****, Manager of the UMass Memorial ***************************, at ************.

  Customer Answer

  Date: 03/11/2025

   
  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:06/12/2024

  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 received bills from Umass Memorial Health, Guarantor ID *******. The bills are for dates of service Jan. 12 - March 20th. I have consistently made payments. I paid $200 on Feb. 9th, $200 on March 21st, $100 on April 29th and $100. I received a statement on May 18th and set up a payment plan on the UMass Patient Portal for them to take a payment from my card starting May 28th. I checked my card on June 6th and found that they did not take a payment. I called on June 6th and spoke to ******. She confirmed UMass had canceled my payment plan and sent me to collections. I was not notified that my payment plan had been canceled or that I was sent to collections. Also, collections have not contacted me asking for payment. I set up a new payment plan while on the phone on June 6th, which ****** confirmed, and she assured me that my account would be removed from collections. UMass took the payment from my card on June 9th but did not remove me from collections.I would like my account removed from collections immediately and written confirmation of this from UMass.

  Business Response

  Date: 06/18/2024

  Upon reviewing your account, we found that you had been making regular monthly payments towards your outstanding balances. However, as these balances were not paid in full and you were not on a formal payment plan,after 120 days, your accounts were sent to our collection vendor for further follow-up. This is a standard procedure we follow to ensure timely collection of outstanding balances.
  
  Unfortunately, when you spoke to our **************** representative on 6/5/24, you were misinformed that you had a payment plan and that it had been canceled.  
  
  Our policy at UMass Memorial Health is that our collection vendors do not report debt to credit bureaus, so your good credit standing has not been impacted.
  
  Additionally, we will remove your accounts from collection and add them to your current payment plan. We will mail itemized bills for all open accounts with balances for your review. 
  
  We understand the confusion and frustration you may have experienced and sincerely apologize for any inconvenience. Once you receive your itemized bills, if you have further concerns or questions, please feel free to reach out to me directly.
  
  Thank you.
  ***************************
  Manager **************** Department
  ********************************************* Health
  ****************************************************************************
  ************

  Customer Answer

  Date: 06/20/2024

   
  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:02/23/2023

  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.

  -12/7/22 I had a vein ablation and phlebotomy surgical procedure to my right leg by Dr. D****** Jones - UMass Vascular Clinic. Leading up to the 12/7/22 surgery I was never verbally informed about a potential DVT complication.
  - Had 4 additional appointments post-op( 12/15/22, 12/28/22, 1/6/23, 1/9/23) aware of a DVT complication, all follow-up appts were with NPs (Nurse Practitioners). During 12/28/22 appt told by NP some patients get excited so that's how DVT can occur, imaging was not clear, so had to go back on 1/6/23 redo all over again. Put on expensive blood thinner, Eliquis - $170/mo. I requested Billing to waive/refund all charges due to issues with imaging, which I was told they did. However, I never received my copay $45 refunded.
  -My work time was greatly impacted having to use up to 2 vacation days to account for missing work for postop appointments.
  -I never got the same response from each of the NPs on how DVT happened.
  -During my 1/6/23 appointment with a NP, I mentioned that my frustration that Dr. Jones never called or set up any follow-up appointments w/me and never verbally explained before 12/7 of a potential of DVT. NP notified Dr.Jones. Dr. Jones called, said when doing the ablation procedure there can be a blind spot, so this DVT can occur. I asked why he didn’t verbally mention DVT prior to 12/7, he said I perform so many of these procedures I may have missed telling you that. I should’ve recorded the call as he documented the call differently. I followed up commenting on the UMass portal about the call - at no time leading up to 12/7 was DVT mentioned verbally to me.
  -I feel I did not get proper verbal explanation of DVT before 12/7/22, didn’t receive proper care/explanations, treated unprofessionally on 12/28/22, appointments continued with NPs instead of Dr.Jones, excessive time missed from work, expensive med prescribed. I feel I should be refunded the $45 they were supposed to for 12/28/22 and waive the additional copays billed of $90.

  Business Response

  Date: 02/23/2023

  Good afternoon, we have placed your account on hold and are sending your complaint for review. As soon as we have a response, we will reach out to you.  Would you prefer the response is communicated through the BBB portal or we can reach out to you through your myChart patient portal. Please let us know your preference.  Thank-you.

  Customer Answer

  Date: 03/15/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because Patient Advocacy Department has not addressed the concerns I had in detail. Please address them. I had to end up going to a new surgeon for better care.
  
  
  
  Sincerely,
  
  
  
  ********* *****

  Business Response

  Date: 03/23/2023

  
  Good afternoon. Because the complaint was regarding the care you had received, the complaint was reviewed by our Patient Advocacy Department. They determined that the care was appropriate, and they have advised us, as a result of that review, that it did not warrant a waiver of copays. Outside of that review, we do not have a policy allowing us to waive patient balances. You always have the right to request and access your medical records if you wish to do that. You can request your records through your myChart portal. If you need assistance paying your bill or have any additional billing-related questions, we will gladly assist you in any way we can. If you need further clarification regarding the decision made by our Patient Advocates, please feel free to reach out to them directly. The contact information is below. Thank-you.

      Office of Patient Advocacy
      
  55 Lake Ave. North
      
  Worcester MA 01655
  
  Patients can call:  774-442-3701

  Customer Answer

  Date: 03/24/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The Patient Advocacy Department has not addressed the concerns I have had in detail, please see my prior correspondence. I have called a couple of times in the past and only received a canned preformatted letter in the mail in the end.

  The Patient Advocate must document in writing to this BBB complaint. 
  
  
  
  Sincerely,
  
  
  
  ********* *****

• Initial Complaint

  Date:11/22/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  November 21, 2022 I went to UMASS Memorial Medical Center, University Campus. My discharge paper gave me instructions for follow up. one of the instructions was to make an appointment with UNV Gastroenterology. I received their address and phone number. When I called this morning to make an appointment, I was told I could make an appointment without a referral and needed to call my primary care physician. When I called my primary care physician, they said they could not give me a referral since I have a PPO insurance. I called UNV Gastroenterology and was told PPO doesn’t matter I needed a referral. Frustrated a I asked to speak with a supervisor. I was transferred to a supervisor and after being on hold for 15 minutes, I realized I was not on hold but ignore. I then called the ER number, ***-***-****, but that number is constantly busy and cannot get through. I then call UMASS customer service to find out who was running this circus and got nowhere.

  Business Response

  Date: 12/01/2022

  Thank you for letting us know about this patient's concerns. We have connected with the patient and resolved the issue.

   

  ****** ****, LICSW

  Manager, Office of Patient Advocacy

  UMass Memorial Medical Center

  Customer Answer

  Date: 12/01/2022

   
  
  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,
  
  
  
  ****** ******