Complaints

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

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• 

  NYU Langone Health

  550 First Avenue New York, NY 10016

• 

  NYU Langone Health

  222 E 41st St Fl 21 New York, NY 10017-6739

• 

  NYU Langone Health

  560 First Avenue New York, NY 10016

• 

  NYU Langone Health

  6025 6th Ave Brooklyn, NY 11220

• 

  NYU Langone Health

  111 Broadway New York, NY 10006

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:06/10/2024

  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.

  NYU Billing is charging me for service not provided 01/11/24: Shingrix Vaccine - Vaccine administered by a nurse - Not seen by my doctor (******************)04/08/24: Bulling Statement stated that I received 2 checks totaling $728. - $590 for the vaccine - $138 Administrative Fee Please Note: This is very misleading information. I didnt receive checks from Emblem Health totaling $728. Emblem sent $7.75 check. I was informed that I have to pay a co-pay of $50. Multiple messages to NYU Billing via NYU My Chart. When I phoned Emblem Health, I was informed that ******** didnt cover Shingrix Vaccine. The Administrative Fee was because I was seen by a ***************************** I do not know this person and I wasnt seen by ****************** on that day. Multiple Messages sent to ****************** to clarify information but, I got responses from staff and not him. Not sure if my messages were relayed to him. 05/13/24 NYU Billed me for $57.75 and was paid via My Chart Patient Portal. . 0 Balance left Few days ago,I got a message from NYU Billing via My Chart that I owe them the remaining balance. - ******************************** PS I phoned CVS and ********************* Pharmacy recently. The cost of Shingrix Vaccine is only ~$200. NYU has no shame charging patients for service not done and charging patients triple the price because of Administrative Fees

  Business Response

  Date: 06/12/2024

  Good morning,
  
  We have received and acknowledged your complaint. We are directly following up with the patient to address their concerns. NYU Langone Health is dedicated to providing world-class care to all our patients and their families.
  
  Thank you,
  
  NYU Langone Health
  **** *** ******
  ****************
  ***** *******************
  *** *******************
  ***** ** ** *** *** *** **************

• Initial Complaint

  Date:05/31/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  *** Langone ******* has failed to disclose important information about pricing before my visit. Because of this I was quoted by my health insurance provider incorrect out of pocket expense. The *** Langone Chelsea ****** did provide the correct procedure codes for doctor's ****** visit and scratch testing, but didn't disclose that each procedure code for scratch testing represent one allergen testing. There should have been a disclosure that I could be charged for multiple scratch testing, but it wasn't disclosed. Therefore I was quoted incorrectly by my insurance provider and was charged a lot more than my expectation. I did reach out to doctor's ****** initially for more transparent out of pocket cost but doctor's ****** did not provide any information and replied I need to call my health insurance. I understand that the cost will depend on the consultation I would have with the doctor on the day of visit, but all information that could potentially affect the bill should have been disclosed to the patient for transparent pricing.

  Business Response

  Date: 06/03/2024

  Good morning,

  We have received and acknowledged your complaint. We are directly following up with the patient to address their concerns. NYU Langone Health is dedicated to providing world class care to all our patients and their families.

  Thank you,

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

  Customer Answer

  Date: 06/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  It is true that they are in direct communication with me regarding the issue I raised. However when the billing department reached out to me, they insisted that patients are responsible to know what questions to ask in order to get pricing information. I replied that as a patient who is not in medical industry, I wouldn't know what questions to ask, or know if there is a hidden pricing for my visit. I understand that pricing depends on the consultation I would have with a doctor on the day of the visit. However, given NYU Langone is a big organization, I expect that they deal with a lot of first time visitors like myself. They should be transparent about all potential out of pocket cost before visits. I clearly stated that I wanted to know my out of pocket cost for my allergy test before I visited therefore I requested for procedure codes for doctor's office visit and scratch testing. They did provide information I requested but failed to disclose that they would be charging for each scratch test individually. As a first time visiting patient, I'd assume that scratch testing is priced as a whole, not individually per allergen. The person on the phone from the billing department insisted that it is my responsibility to ask all these details about pricing, but as a first time visiting patient who is not in a medical field how am i supposed to know what questions to ask. The person kept disagreeing with me, when I asked the person if I could speak with someone else in the department she hung up the phone. She didn't say when they will call me back, so I'm not sure if I'm supposed to keep on waiting for the call. They claim that they provide world class level customer service for their patients but I don't feel like that statement is very true in my situation. Please have someone follow up with me and provide solutions to my concern. Thank you. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  Date:04/16/2024

  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.

  I have a chronic illness (Asthma) that Ive had my entire life. It shows on every medical chart that Ive ever had. I saw a doctor ************ at *** Langone in October which he saw I had this illness. I didnt ask in October because I had a supply. I reached out about a month ago to ask for a prescription of the medication that Ive been using since Im running out. Instead of issuing the prescription via their app, theyve been giving me the run around and now they want me to come in for a visit which means they just want to bill my insurance which is completely ridiculous! I want a prescription thats been issued and I should not have to be billed for that! Very bad business!!!

  Business Response

  Date: 04/16/2024

  Good afternoon,

  We have received and acknowledged your complaint. We are directly following up with the patient to address their concerns. NYU Langone Health is dedicated to providing world class care to all our patients and their families.

  Thank you,

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

• Initial Complaint

  Date:04/04/2024

  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.

  I was refused medical services for a walk-in appointment for not signing a long-term financial document. I was willing to pay on the spot for the 1 service but was denied for not signing a life-long commitment to a one-sided financial policy that makes no sense and is punitive to the patients.

  Business Response

  Date: 04/04/2024

  Good afternoon,

  We have received and acknowledged your complaint. We are directly following up with the patient to address their concerns. NYU Langone Health is dedicated to providing world class care to all our patients and their families.

  Thank you,

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

   

• Initial Complaint

  Date:03/18/2024

  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.

  On October 25 2023, I went in for a follow up with my provider. The entire interaction was quick. I was told to come in to confirm a miscarriage. The doctor used the in-office ultrasound machine to do a 1-minute check to confirm I was no longer pregnant. She referred me out to *** radiology to have an ultrasound tech and radiologist do a full ultrasound to officially confirm pregnancy loss and clear uterus. I never got around to making that appointment at radiology. For this 1-minute ultrasound that was not considered comprehensive done by the provider, *** charged my insurance $720, of which insurance covered $419. This amount is more than what *** charged my insurance for one ultrasound when I was pregnant (and the process was over 30-minutes long and involved *** radiologys trained ultrasound technician and review by the radiologist). For the very quick service on 10/25, *** states I have a balance of $300. This is $720 for a 1 minute activity - the most expensive imaging item *** is trying to charge me for- more expensive than my MRI and CT scan Ive had at ***- in terms of dollars per minute. *** sent numerous emails via the mychart app and received automated responses or one that my deductible hasnt been met and thus I have to pay. *** also called and left voicemails to billing with no success. *** physician services has ************* practices and inability to offer clear reasoning or patient support when asked. Theyve already received from my insurance more than enough for the 1-minute service. Losing my pregnancy was already hard enough without this ridiculous charge added.

  Business Response

  Date: 03/21/2024

  Good afternoon,

  We have received and acknowledged your complaint. We are directly following up with the patient to address their concerns. NYU Langone Health is dedicated to providing world class care to all our patients and their families.

  Thank you,

  *** ******* ******
  **** *** ******
  ******* ** *****
  Phone Number: ************
  Fax Number:************
  Visit ** on the web at: **************

• Initial Complaint

  Date:02/07/2024

  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 made two $200 payments on Dec. 5 and 15, 2023 toward an outstanding medical bill for a visit to NYU Langone's emergency room on Mar. 8, 2023. However, NYU's billing department continues to make accounting errors regarding these payments:- NYU's billing department shows a $149.16 on 12/15/2023 instead of the $200.00 payment I made. I have sent them proof of the $200 payment amount (receipt generated by NYU from the transaction) on Dec. 27, 2023, Jan. 19 and Feb. 7, 2024. Despite proving multiple times I paid $200 on Dec. 15 and asking for a resolution on multiple dates Dec-Feb, the billing department continues to reply with form messages that do not rectify their accounting error.- I have repeatedly wrote NYU Langone billing department that I am ready to pay the bill in full, but they need to fix their accounting error and credit the full $400 ($200 on Dec. 5, $200 on Dec. 15, 2023) toward the outstanding balance.- The reason that this bill has not been paid yet is that NYU Langone's billing department repeatedly billed the wrong insurance company. It took several calls and hours on the phone for them from May 2023 through fall 2023 to correct this error.

  Business Response

  Date: 02/07/2024

  I am writing in response to ***************** complaint regarding the billing inquiry for her hospital and professional payments.
  
  A thorough review of herpayments was performed and ************** will be contacted regarding the dispute.
  
  Thank you again for allowing me the opportunity to respond.  NYU Langone Health is dedicated to providing world class care to all of our patients and their families.

  Customer Answer

  Date: 02/14/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  NYU Langone contacted me to clarify that $50 of my previous payment went toward closing out a previous bill for March 8, 2023. However, that zero balance bill is still falsely marked as "in collections." They also updated my current bill balance to zero, which is inaccurate. The amount owed should be closer to $600, not zero. This is a billing error they have made several times in the past year. I wrote them the details above and demanded they YET AGAIN correct their own billing error. I just want to pay this bill and have this nearly 1 year issue with their incompetent billing department to end.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 06/11/2024

  **** ***** ****
  
  
  *** ****** ******** ****** ******* *********************
  ******************************************************************************************************
  ***** *****************
  
  BBB ID ********
  
  Dear **********,
  
  I am writing in response to *** ***** ****** complaint regarding the billing inquiry for her hospital payment.
  
  A thorough review of the account was performed and ************** will be contacted regarding the dispute.
  
  Thank you again for allowing me the opportunity to respond.  NYU Langone Health is dedicated to providing world class care to all of our patients and their families.
  Sincerely,
  
  *********************************
  Manager, Revenue Cycle Operations
  ************

  Customer Answer

  Date: 06/12/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  *********************
  
  
  
   
  
  

• Initial Complaint

  Date:01/22/2024

  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.

  In summer of 2023 I found myself in an ER suffering from a gallbladder attack. The doctors thought my gallbladder might be infected and needed to be removed on an emergency basis. As a 26 year old, this was frightening. Luckily we were able to wait on surgery but just a mere month as a life ending infection could strike at any moment. My gallbladder was removed at NYU facilities on 9/5/23. Before surgery, day of, at a kiosk in the waiting room I paid my surgery and anesthesia balance in full - $1,746. I have bank statements to prove this as well as a photo of the receipt from the kiosk. After my surgery I received a letter in the mail claiming I had only paid $35 and owed $1,868.37, then 2 letters claiming I only paid $1,031 still owed $888.67. Clearly neither letter demonstrates accurate record keeping as it does not reflect the true balance I paid -as my balance had been updated letter to letter I held out faith in NYU billing. Then, one day I received a letter saying my "balance" has been sent to collections. I wrote to the connections agency explaining that I paid my balance in full and they only sent me a second letter saying I owe $465. None of this adds up and I'm at my wits end. Not only have I just gone through one of the most challenging and traumatizing experiences of my life, but now despite having paid a hefty sum out of pocket NYU is seeking more from me, not recognizing the entirety of my payment and is threatening to ruin my credits with a collections charge. Please help correct this error, this situation is a nightmare I don't know how to resolve.

  Business Response

  Date: 02/05/2024

  Good morning,

  
  We have received and acknowledged your complaint. We are directly following up with the patient to address their concerns.

  
  Thank you,

  
  NYU Langone Health
  **** *** ******
  ****************
  ***** ******* ************
  *** *******************
  ***** ** ** *** *** *** **************

• Initial Complaint

  Date:01/12/2024

  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 am a patient for many years and I respect your doctors and their treatments. They are the BEST and the **** center is truly exceptional and has been treating me for brain injuries and post COVID effects. ******************** and ******************* are truly exceptional and tremendously well respected. The reason many of us seeking your treatments. They always respond and show compassion 24x7. I filed for disability with my employer and government. We requested the images of my MRI and SPECT 2 months ago to be mailed to my attorney ********************* in **. The check her office mailed to your records department was acknowledged and cleared. We are going to month #3 with the risk of missing significant deadlines for my disability to be approved. There has been ZERO response or even a courtesy call back from your RECORDS department to acknowledge my attorneys calls, my calls, and any emails. This is totally unacceptable and wrong.I have spent 100s of thousands in treatments and I simply ADORE your staff and doctors. Everyone deserves a call back and respect. Having automated messages when the patient calls and redirecting the patient to a totally messy rounds across departments that makes no sense and not responding as committed to the mission of the hospital and the rights of the patient is totally unacceptable. Please finish the job and mail the CD with the images of my MRI and SPECT as requested and send instructed. Thank you. *******************************

  Business Response

  Date: 01/27/2024

  This medical record request has been referred to the radiology department for further review.

  Please feel free to contact the department directly at: RAD In-Pt:    ************ ************************************************************ or RAD Out-Pt: ************ ********************************************

• Initial Complaint

  Date:01/12/2024

  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.

  On 12/27/23 I had an appointment with ********************. On the MyChart app I was asked for a $50 copay before the appointment, which is more than I have been asked for before. However, I paid because I wanted to be seen. After the appointment, I received a bill for the same office visit for $25, I inquired about it and was told my only charge was for a procedure visit with a different doctor (which makes sense). Now on MyChart I see another bill for the same appointment on 12/27/23 for $25 again. I am busy and quite frankly I had an issue with billing with a different appointment in 2022 that took months, time, and countless phone calls to resolve. Although the amount I am told I owe is a lot less this time around, I should not have to be calling back and forth with my insurance and NYU to figure this out. Guarantor #******* Physician Services account.

  Business Response

  Date: 01/12/2024

  ******* *********
  
  
  
  *** ****** ******** ****** ******* *********************
  ******************************************************************************************************
  ***** *******************************
  
  *** ** ********
  *** * ********
  
  Dear ******,
  
  I am writing in response to *** *********************************** regarding the $50 balance for the date of service 12/27/2023.
  
  A thorough review of *** ************************** hospital account was performed and the patient will be contacted regarding this dispute.
  
  Thank you again for allowing me the opportunity to respond.  NYU Langone Health is dedicated to providing world class care to all of our patients and their families.
  Sincerely,
  
  ************
  Supervisor, Revenue Cycle Operations
  ************

  Customer Answer

  Date: 01/17/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  I will not consider this resolved until the steps I have been told would occur is complete. I have been told that steps will be taken to change account balances and that once money is transferred over from hospital billing to physician billing, both accounts will reflect a zero balance. I have been told I would be contacted when this is complete and this has not been done yet.
  

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 02/06/2024

  The requested action (HB to PB transfer) has been completed.
  

  Customer Answer

  Date: 05/20/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***********************************
  
  
  
   
  
  

• Initial Complaint

  Date:12/12/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  10/12/2023 I had an eye exam at *** and paid my $40.00 COPAY. In the mail on 10/17/2023 I get a bill from *** for an additional $55.00 to be paid out-of-pocket. I contacted the billing office to send the bill to my *************** on file and *** said they are sure my insurance will not cover the $55.00 exam and I should pay this bill myself. I insisted they send this bill to my *************** and they refused saying I'm responsible. I have acknowledged that I am the patient responsible for the charge if my *************** denies the claim. I have medical insurance and would never agree to pay a medical bill directly without submitting to my insurance. *** said the claim will go to collections. I can't understand why they won't send the bill to ***** who may just pay the bill. The office sending the $55.00 bill is the *** ************* Practice, P.O. Box ******, ****** ** *****. Telephone: ************. (my account reference # *********** this claim is sent to Aetna for processing (within the Aetna guidelines for submitting a claim) and I get the Aetna notice that Aetna will pay the claim or not, this matter will be resolved.

  Business Response

  Date: 12/12/2023

  Good afternoon,

  
  We have received and acknowledged your complaint. We are directly following up with the patient to address their concerns.

  
  Thank you,
  NYU Langone Health
  **** *** ******
  ******* ** *****
  ***** ******* ************
  *** *******************
  ***** ** ** *** *** *** **************