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

  560 First Avenue New York, NY 10016

• 

  NYU Langone Health

  6025 6th Ave Brooklyn, NY 11220

• 

  NYU Langone Health

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

• 

  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:07/11/2023

  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.

  I have been going back and forth with *** billing regarding a date of service 1-12-23. On the day of the procedure I was asked to pay a $250 copay which I did pay at the hospital. This was my copay for outpatient procedure for out of network facility. When I received the *** for this procedure it was billed as inpatient and the copay was now $1000. I called the billing **** and they stated that the dr submitted the codes for inpatient and they couldn't change it. I called the drs office and they said it was coded incorrectly and they will contact the billing ****. I have been waiting for the correction to show up but whenever I call *** billing I get the run around.. Today 7-10-23, I called with my insurance company representative on the line and the *** billing rep and still was not given a clear answers. When I went to ask more questions to the *** rep she either hung up the phone or got disconnected. But she never called us back eventhough she asked for a call back number at the beginning of the call. My insurance rep waited for her to call back and the *** rep never did. I believe this issue needs to be addressed immediately as I have been dealing with this since earlier this year and everytime I call *** billing **** noone can give me a clear answer. They now have sent my balance to collections and I need this resolved once and for all. I have spent so much time with calls and emails already and we are half way thru the year. Very questionable billing practices at *** which is unfortunate because the last thing you want is for this to reflect on the outstanding doctors at this hospital, mine being one of them.

  Business Response

  Date: 07/11/2023

  **** ***** ****
  
  *** ****** ******** ****** ******* ************ ********
  *******************************************************************************
  ***** *******************************
  
  *** ** ********
  *** * ********
  
  Dear *******************************,
  
  I am writing in response to *** ***************************** regarding the Hospital claim for her procedure on 1/12/2023.
  
  A thorough review of *** ***************************** account was performed and the patient will be contacted regarding her 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: 07/14/2023

  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 

  I have not hear back or received a phone call from anyone at *** billing dept.

   

   

   

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

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

  Business Response

  Date: 07/18/2023

  We will contact ****************** before end of day with the outcome of the review.

• Initial Complaint

  Date:06/16/2023

  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.

  My primary physician prescribed a Screening Mammogram and Ultrasound on my b****** earlier this year. My doctor recommended the tests because I am over the relevant age for such procedures to be recommended, because I have dense b****** that require an ultrasound, and because I have a family history of cancer. On or about February 3, 2023, I contacted *** Langone to enquire about the cost of the relevant procedures, and to obtain a written confirmation thereof, in anticipation of making an appointment. *** provided me with a document called a Good Faith ******** that stated the '********d Charge' is $354 and that a discounted "Self-Pay Amount" of $110.25. I agreed to obtain the relevant procedures on the Self-Pay basis in the amount of $110.25. I was billed $110 ahead of my appointment on May 10, 2023 and paid the required bill via credit card. I obtained the relevant mammography and ultrasound services from NYU Langone Health on May 10, 2023 without any issues. On or about May 25, 2023, I received an additional "surprise bill" from NYU Langone Health in the amount of $881.96 for the same services for which I was earlier billed (and already prepaid) $110. When I contacted NYU Langone Health regarding this surprise bill, informing them of the Good Faith ******** for $110.25 and my prepayment of $110, I was told that *** had billed my insurance company Aetna for the procedures, and that the $881.96 was "applied to my deductible", which I now owed to NYU Langone Health. *** Langone stated that the $110 I paid was applied to a different account and the $881.96 was still due to them. *** refused to waive the amount despite the fact they earlier stated in writing that the cost of the services was $110. I request your assistance and would like *** to clear the outstanding surprise bill amount of $881.96. *** Langone ***** misrepresented the cost of service and induced me to obtain the relevant services based on that misrepresentation.

  Business Response

  Date: 06/16/2023

  ***** *** ****
  
  
  
  *** ****** ******** ****** ******* ************ ********
  *******************************************************************************
  ***** *****************************
  
  *** ** ********
  *** * ********
  
  Dear *****************************,
  
  I am writing in response to Ms. ******************************** regarding the ** & PB estimates for her radiological visit on 5/10/2023.
  
  A thorough review of *** ******************************** account was performed and the patient will be contacted regarding her 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: 06/16/2023

  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:06/07/2023

  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.

  My ******* ************************** Langone Trinity ordered blood test when I went to annual physical on 7/27/23, they sent my blood test to Quest Diagnostics. Blood tests were for preventative which I'd been doing every year. But I received a bill from Quest for the very first time for my blood test and found out medical code ************ sent was wrong one(existing medical condition)so I asked dr. to fix the wrong code. After many contacts, dr. seems correct them. However my insurance company, Nippon Life benefit told me they sent revised code without my medical report so they cannot update this blood test claim to Quest. Now Quest threatens me my account will be taken to ******************** Please let me know if anything else is needed to help my case. Thank you so much

  Business Response

  Date: 06/14/2023

  Good morning,

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

  
  Thank you,

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

  Customer Answer

  Date: 06/29/2023

  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 processing, waiting for a result, not have been resolved yet.
  
  Sincerely,
  
  ******************* ******
  
  
  
   
  
  

• Initial Complaint

  Date:05/30/2023

  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.

  I got to ********** to get *********************** and **. I waited for awhile in a crowded waiting room with people coughing. I was told to arrive at 2. At about 2:15 I asked how long the wait would be. There were 6 people ahead of me. Thats just ridiculous and *** indication that they overscheduled.

  Business Response

  Date: 05/30/2023

  
  I am writing in response to ********************************* complaint regarding the wait time for her radiological visit at TH CWI RAD MAMMO on 5/26/2023.
  
  A thorough review of ********************** hospital account was performed and the patient will be contacted regarding her 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: 06/27/2023

  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.
  
  *****************************************************
  
  
  
   
  
  

• Initial Complaint

  Date:05/26/2023

  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 Provider: ****************************************************** Specialties: Reproductive Endocrinology and Infertility, Gynecology Treats: Adults Languages: English, Greek, Spanish Phone: ************ *** Langone Reproductive Specialists of New York *************************************************************************** Phone: ************ Fax: ************ This doctors receptionist has taken messages on Thursday 5/11/23 @1pm & Wednesday 2/28/23 @ 10am. I have been trying to get this doctor and officer ******* to call me about lab errors and lab results. My a second opinion doctor told me to call them about lab errors on their side since I repeated lab results ********* and got normal results, which are impossible other than if this doctor is having lab errors. It causes me to get unneeded procedures and hospitalizations. It also forced me to delay starting a family. I have suffered much pain and suffering. I would like a professional response and apology from this office. They should also provide me refunds for unneeded procedures, specialists visits, hospital visits, lab tests, traveling, time off work, and more.

  Business Response

  Date: 05/30/2023

  Good afternoon,

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

  
  Thank you,

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

  Customer Answer

  Date: 05/31/2023

  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]

   The business has not contacted me in any form regarding this complaint.

   

   

   

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

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

• Initial Complaint

  Date:05/09/2023

  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.

  Doctor prescribed orthotics. His team advised that insurance doesnt cover, made me sign a paper that i have been informed, and had me to pay out of pocket an outrageous price as a deposit. The moment i left the office, i spoke to insurance which confirmed that insurance does cover orthotics with preauthorization. I messaged doctor and nurse daily to submit preauthorization and refund me, but no response. Billing refused to refund me due to some policy that they don't do refunds for any reason while there are outstanding claims to insurance (even if i paid my part for all services provided). Since claims take a long time to settle, and since i see doctors regularly (********************* patient at langone) that means there is always something outstanding and it is impossible to get a refund, ever.I suspect dr wants the high sticker price for the service as self pay, and not the lower in-network price, hence the shenanigans.

  Business Response

  Date: 05/24/2023

  Good afternoon,

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

  
  Thank you,

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

• Initial Complaint

  Date:05/02/2023

  Type:Product 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 Saturday, November 11, 2022, I had a telecare appointment with *** Langone. I was suffering from fever, sever throat pain, body aches and chills and headaches. I spoke to Dr. **************************** I told her of my symptoms and was greatly concerned about my sore throat. She asked me several questions and I let her know that I was running temperatures and my throat felt like it was on fire. She did not seem to care much and dismissed my complaints and offered me advice such as eating spicy food. I asked about medication and she said that if I was still feeling bad by Wednesday, I should make an appointment to see a doctor. The call lasted approximately two minutes and I received nothing that helped my situation. After the call in looking at the notes, I saw she had written down almost the opposite of what I had told her (i.e. no fever). Weeks later, I received a bill for $126.00. I took a home test the days following and I tested positive for Covid.I called *** Langone Customer Relations once I received the bill to advise them of what happened. No one followed up. I then contacted United Healthcare, my insurance provider, who told me to dispute the bill with *** Langone. I contacted *** Langone on three separate occasions and informed them of my complaint and disagreement with the bill. They took the information down and advised they would look further into the issue. I continue to receive bills without any formal written information related to the outcome of their investigation. The two minute call was completely inappropriate and did not assist me in any way. The $126 being charged for that degree of horrible service is unjust. *** Langone has not addressed this issue and continues to seek payment.

  Customer Answer

  Date: 05/30/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by NYU Langone Health regarding complaint ID ********.
  
  Sincerely,
  
  *****************************
  

• Initial Complaint

  Date:03/28/2023

  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.

  My visit at *** Langone was scheduled as annual physical and was double confirmed so at the time of appointment on Dec 1 2022 (with ***************************************************).However, due to incompetent staff member and lack of professional knowledge, the billing department told me I could not use the annual physical under my new medical plan, so instead, they had to bill it as a routine check, i.e. not a preventative care. I have tried to communicate with *** Langone billing office twice since last Dec, unfortunately, they did not realize the mistake they have made, no matter how much evidence I could bring to them, such as the confirmation by the medical insurance plan that I am absolutely entitled to another FREE preventative care under my new plan (under a new employer since July 2023).Even in the Patient after-visit summary from the Doctor, it read "************** came to visit as annual physical..."Worse still, *** Langone ************** has sent the charge to Chase Receivable (a debt collection agency) in an effort to destroy my credit.

  Business Response

  Date: 03/29/2023

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

  Customer Answer

  Date: 04/04/2023

  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 had no choice because I have not heard from *** Langone again. They did reach out for acknowledging the issue I have raising with them internally and here with BBB. The billing office representative told me to expect an answer within ***** hours. Unfortunately, I did not hear further and the issue remains outstanding. It is extremely frustrated - when you owe *** Langone a bill (owe, in their interpretation but not mine), they sent it to debt collection; whereas when you reach out for question, they did nothing to respond in a timely manner. 

   

   

   

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

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

  Business Response

  Date: 04/04/2023

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

• Initial Complaint

  Date:02/15/2023

  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.

  In October 2022, I logged onto the *** Langone portal to review an upcoming appointment and discovered a bill for $510.24. I tried making a partial payment but was unable to, so I sent a message to the billing department through the portal and received an email to call them back. I spoke with ***** at the billing department on 10/5/22 (reference #*******) and was told I had additional balances from 2018 and 2020 for a total of $1226.40. Receiving no prior information about this, I requested proof and was advised the invoices would be emailed to me as well paperwork for a payment arrangement. I received only a %****** invoice from 2022 and nothing else. Three months later I received a collection letter for $1226.40. On 2/2/23, I called billing again and explained the situation to **** who was rude and unhelpful, telling me to speak with the collection agency. I immediately called C-Tech and spoke with ****** who listened to me and also sent me a copy of the itemized bill they received from *** Langone showing all the charges. I needed the original invoices from *** Langone, so I spoke with ******* from a different billing department on 2/9/23. She couldnt send me the originals due to the age of the debts but would email an itemized bill in a few business days. When asked why I didn't receive any info prior, ******* said patients using Paperless Billing do not receive email notifications and pending bills are only accessible on the online portal. The burden is on the patient to log in regularly. If *** Langone can send email reminders regarding upcoming appointments, why cant patients be given the same courtesy when it comes to billing?Im upset and feel penalized for their broken billing process. *** Langone should not trap patients with surprise bills years later or put them in collections without giving them any proper notification. Also, what about the statue of limitations on the 2018 bills? I am requesting my balance be reduced for the inconvenience.

  Business Response

  Date: 02/16/2023

  Hi **************, 

   

  We have received and acknowledged your complaint.

  We are directly following up with the patient to address their concerns.

  
  Thank you,
  *** ******* ******
  **** ***************************************
  ***** *******************
  *** *******************
  ***** ** ** *** *** *** **************

• Initial Complaint

  Date:01/05/2023

  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.

  I saw **************** at *** Langone in June of 2022, I need a copy of the x-rays of my wrists sent to me on CD. I have been calling since the beginning of December.I keep being given a different number, or told THIS **** cannot help you. I have called various #'s trying to get a copy of the x-ray from my June visit. I am told that I have the wrong department , they give me a different number, I have left about 20 messages. I have called ****************-*********************************,************,************,************,************,************,************.I just need a copy of the x-rays that you took, Is there a supervisor to help me.and how do I file a complaint?

  Business Response

  Date: 01/05/2023

  Hello,

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

   

  Thank you,
  NYU Langone Health
  **** *** ******
  ******* ** *****
  ***** *******************
  *** *******************
  ***** ** ** *** *** *** **************
  
  
  Once done with this you must update the Tracking file in your shared drive.
  Steps are as following:
  ************************ ******* *************** ********** * ********************

  Customer Answer

  Date: 03/16/2023

  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,
  
  *********************