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:04/07/2025

  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.

  Went in on March 21, 2025 to establish a new pcp and discuss some ongoing allergies. I had already been to an urgent care and prescribed a nasal spray and allergy medication that I had been taking for a few days and was starting to feel a little better. I told my doctor this and she agreed it was most likely allergies but suggested we do a Covid test. There was no mention of any cost let alone the bill I was about to receive; 1200 dollars before insurance. This amount of money for a simple test is unreasonableone I could have easily walked down the road to cvs and purchased for $20 or less and I did not want to get the test because I felt strongly I did not have Covid but my doctor did suggest it and I had no reason to suspect the cost would balloon. This is unreasonable and the lack of disclosure is unprofessional and predatory. She had no business suggesting a Covid test and Penn Medicine has lost their mind if they think Im going to front the bill for $429 dollars here. My advice to anyone reading this is to avoid this chain like any other predator and literally find anyone else to see you and trust with your healthcareeven an urgent care. I am seeking for this bill to be adjusted and for Penn to do the right thing here before I take further legal action.

  Customer Answer

  Date: 05/04/2025

  Someone in the business has finally gotten in contact with me after numerous attempts to remedy and the bill has been written off. I was told this should not have happened despite many failed attempts to have a real conversation about the coding issue for the bill. 
  

  Thank you to the BBB if any part of this resolution was helped or moved along by reaching out despite no response directly from them. I did inform many people about this complaint with the BBB in customer service. 

• Initial Complaint

  Date:06/30/2024

  Type:Product 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 am seeking help to expedite a refund. I overpaid when *************** failed to calculate my deductible correctly. Now I have to wait (I am not sure for how long) for Cigna to pay Penn Medicine and then Penn Medicine to refund me. This is going to take a while. I am trying to expedite the refund process by involving a 3rd party. Thanks for all the help

• Initial Complaint

  Date:05/13/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello! Back on 1/12/24, my mother had an ENT appointment at ****** ENT ****************************************. She was charged a copy of $40.00 that I paid with my *** card (Navia Benefits) from my employer. I realized the day that my mother's secondary INS should have covered her copay. Therefore, I called the billing department at Penn Medicine ************ the next day. I was told the bill would be submitted to the secondary INS and after that, I would get a refund. In the meantime, my employer closed their contract and went with another *** company. I called back to explain not to submit the refund to the card because were not contracted with that company anymore. They stated that they would send me a check. Today is 5/13/24 this has been going since Jan 2024. In addition, I still do not have my refund. I called the secondary INS twice and was told the bill was never submitted by the billing department. In addition, they put the money back on the card recently that I no longer have access to. In addition, they told me to contact the company because they have to give me the funds back. Contacted the company the funds were forfeited because the contract is closed 5/1/24. The funds would have had to be submitted before the deadline. I called back to billing and I feel as if their making it seem as if I am being dishonest about the entire matter. I even called the *** Company on a three way for them to hear, but for some reason billing could not hear our conversation. So I asked for a letter explaining the situation so I can send to billing. I received the letter and faxed it over and their still giving me a hard way to go saying they have to see if they could accept the letter. There the ones who said If I could get a letter this entire process has been very unprofessional, unnecessary and a nightmare for an error on their part for charging my mom a copay in the first place. All I want is my refund back and to be done with this situation finally. Thank you.

  Customer Answer

  Date: 06/07/2024

  The office contacted me back and stated that they cannot refund my $40 copay being as though they refunded a card that I no longer have access to, And was also told not to send the money to that card. It was stated to me prior that a check Would be sent out.  And because they sent the money anyways, to the card That was there error not mine. My company closed that account in March. If the funds were not in that account by March 2024 any money after that will be forfeited. This is why I kept calling the office to expedite the refund. Why should I be held accountable and my money  not be giving back to me when this was not my error the error started in their office when they charge my mom a co-pay when they shouldnt have. They tried to say well does your mom have another appointment coming up That way, she wouldnt have to pay another co-pay. My mom does not have a co-pay. I would never take my mom back to this office again I feel as though this is very unprofessional and whoever works in your billing department clearly does not understand. Thank you

• Initial Complaint

  Date:10/11/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My mother, ********************************* is a patient of *********** Hospital, *** ****** ******, Room *******Philadelphia, PA *****. On Monday, October 2, 2023, she (******) reported the nurses, Patient Relations, and the Social Worker, ****************** (refuses to provide her last name) that her phone was stolen. Apparently, the ******************* Patient Relations and the ******************* filed a report and informed me they were to conduct an investigation. One week later, neither my Mom nor have I been a prized as to the status of those investigations. The cell phone which was an ****** ** *** ***256GB valuing approximately $450 was reportedly stolen but thanks to me, the account holder, it has insurance. I paid the deductible amounting to $249 plus tax for a replacement phone to be sent after the claim was approved. This hospital room lacked the patient option to secure their own personal and valuable possessions. Phone was searched but not located within my Moms room. Hospital is negligent through not providing any type of mechanism to secure belongings and staff stolen this patients personal cell phone. social worker stated Penn has refused to pay for any amount due to this stolen phone which occurred on their premises. Looking for full investigation, apology and reimbursement. My Mom has to file a report to ************ Police since Penn Medicine es so filling to do so.

• Initial Complaint

  Date:06/06/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  It took 2 and half months to schedule appointment with Dr. **** ******* Dept. of Orthopaedic Surgery. I was told to call back next month because they could not see his schedule for the next month. I called back and it took another month to see the doctor. I work at *** so I wanted to schedule appt. there not at Penn Medicine Washington Square. I was told that is why I needed to wait because the doctor dosn't work a lot at ***. I showed up to my appointment today and was told the Dr was not here he was at Penn Medicine Washington Square. Penn Medicine screwed up my appointment and I wasn't able to see the Dr. I have had knee pain for 2 and half months waiting for my Dr appointment that never occurred and I was still forced to pay $17 for parking. As if my time and pain were not enough, not you want money? Please reimburse me $17 and recommend another Dr from another hospital.

• Initial Complaint

  Date:10/06/2022

  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.

  Penn Medicine billed me on the 1st of the month, not the actual service dates for therapy. They charged my insurance as a "collab" when my primary doctor wasn't involved in the therapy. My insurance has mental health benefits, however Penn Medicine charged me by the minute for "collab" services. I am requesting that Penn Medicine retrack their fraudulent claims and resubmit them with the proper dates of service as a behavioral health visit. These charges disappeared for a year, and now they're back with Penn Medicine in-house collection agency called, ******** ***********. A year ago ******** *********** contacted to pay the past due amount and offer a special "50% off COVID" discount if I paid the bill on the phone. I questioned Penn Medicine how their collection agency was able to reduce the amount due by 50% and they had no answer. Please have Penn Medicine correct the claims and billing and I pay my mental health copay to them.

  Business Response

  Date: 11/15/2022

  November 3, 2022 
  

  Dear *** *******, 
  

  Thank you for contacting us regarding the concerns identified by *** *****. 
  

  A review of our records indicates that these concerns were previously brought to our attention by the office of the Pennsylvania Attorney General and have been addressed. For your convenience, I have enclosed a copy of our prior response. 
  Thank you again for the opportunity to review this matter. 
  

  Sincerely, 
  Lizann B. 
  Director, Patient Financial Services