Complaints

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

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• 

  UPMC Health Systems

  600 Grant St Pittsburgh, PA 15219-2702

• 

  UPMC Health Systems

  PO Box 371980 Pittsburgh, PA 15250-7980

• 

  UPMC Health Systems

  1650 Metropolitan St Ste 300 # 3 Pittsburgh, PA 15233-2213

• 

  UPMC Health Systems

  200 Lothrop St Pittsburgh, PA 15213-2536

• 

  UPMC Health Systems

  PO Box 371472 Pittsburgh, PA 15250-7472

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:07/09/2025

  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 cannot get results from an ultrasound study done at the end of June. I had a carotid ultrasound done and am still waiting for results. I had to cancel a specialist appt. because the results are still not available for the doctor. I have contacted the **** outpatient center on ******** blvd, three times. I was told they would put a rush read on it. Nothing happened.Then I was told a manger would get it read by today at 3:00. It is still not done. This is impacting my care. What can I do to get my results?

  Business Response

  Date: 07/15/2025

  Hello *****,

  The complainant has submitted to a ************************************ a substantially similar complaint involving the same episode of care at ****. To avoid any potential inconsistencies and/or unnecessarily duplicative filings, **** will respond substantively to the complaint only in the state forum. Please inform the complainant accordingly. We thank the BBB for bringing this matter to our attention.

  Best ************************** of Ethics, Compliance and Audit Services
  

• Initial Complaint

  Date:07/07/2025

  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 received a UPMC bill for my 97 year old husband, **** ******* who passed away on February 25, 2025. I called to question the $101.62 charges, and if they had the correct insurance information that they would not give me any information. I said I was General power of attorney,power of healthcare attorney, and patient representative and had sent in numerous forms to prove this to UPMC previously. They said that POA does not matter and they would only verify insurance information that I gave to them. I questioned the date of service 2/25/2025 which was the day my husband died and I had been there for 15 hours that day, left to go home to get something to eat at 10:00 but got a call that he died, so I drove back to the senior care facility (a 10 minute ride one way). during the whole day and evening until 1:15 AM no one saw my husband to even pronounce him dead. I asked if I should call thecoroner, Social Security, or the funeral home, but no one could tell me what to do. I called the funeral home and they showed up at 1 o’clock in the morning and took him out by 1:15 AM. Hospice was with me at that point. The UPMC customer service person on the phone named “***“ told me that there was also a procedure done on 2/25/2025 but when I asked what procedure this was, he would not tell me. There was no procedure done the whole time I was there. Hospice person*** were the only people who helped me that day and evening.
  I had also called UPMC regarding my 102 year-old mother who was in the same senior care facility and who had died on 6/6/2025. We had her set up to autopay her insurance premiums. She died early on June 6, and that same day the full $91.60 insurance premium was taken. I asked if they were going to do aprorated refund and they said this was not their policy, so we would get nothing back. I looked through all of the information regarding auto in their pamphlets, and it did not say that they would not give a refund.
  Upmc is not helpful!

  Business Response

  Date: 07/08/2025

  Dear
  Ms. ******,
  
  We are
  in receipt of the complaint reference ID ********.
  
  Please
  note there are no Executrix of Estate documents attached with this complaint; therefore, we
  cannot proceed with our review at this time. We ask that the complainant
  provide these documents and return to us so we may
  begin our review of the complaint.
  
  Warm Regards,
  
  UPMC Office of Ethics, Compliance and Audit Services

• Initial Complaint

  Date:07/06/2025

  Type:Billing 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.

  Date Sept 7, 2024 UPMC is charging an outrageous amount for an inaccurate test. They claimed on my ER visit that my gallbladder looked "normal appearance of the gallbladder with no gallstones"- I do not have a gallbladder. Furthermore, they claimed to give me medication, and they did not give me anything. All I received was iodinated contrast-I am unsure what else they are claiming i received. Also, I was a fall risk. I came in saying I was dizzy, and they did not treat me as a fall risk. They left me in the middle of the hospital to walk back to my room, which was far for someone who is dizzy, without assistance or even a wheelchair. Dr ******* did not wear gloves during my tonsil swab either, and his finger went into my mouth. Lastly, they stated my lungs are clear. They arent. I have a nodule on my right lung. I am not happy with this charge for horrible and inaccurate service.

  Business Response

  Date: 07/18/2025

  Dear Ms. **************** are responding to the Quality of Care Concern email communication regarding ID ********.  The email requests that **** assess a concern regarding care received in the ********************************************* .Thank you for the opportunity to review this case.
  The medical record was carefully reviewed.  The patient was assessed upon arrival at the ********************* The ***** Fall Risk and Universal Fall risk  was assessed,charted, and noted to be low (the score was 20).  It is not documented in the patients chief complaint or history of present illness by either the physician or the nurse that the patient was complaining of dizziness.
  With regards to the concern regarding the patients allegedly being swabbed by an ungloved hand, it is standard practice to wear basic personal protective equipment such as gloves to obtain a specimen from a patient. It was confirmed with the nurse that she consistently utilizes this practice, but it is unclear from the charting whether this nurse personally obtained this specimen or not, and the nurse does not recall this specific episode of care..
  Dr.******* provided appropriate clinical care. As a matter of practice, wearing gloves while obtaining a throat swab would be expected. It is standard practice to wear basic personal protective equipment such as gloves to obtain a specimen from a patient. Furthermore, Dr. ******* typically has nursing staff perform throat swabs.
  The chairperson of radiology reviewed the ** scan in question and provided the following feedback on the concerns:
  Usually, when it is documented in a report that lungs are clear, the statement refers to the absence of infiltrate/pneumonia. In this case, there also was a 1.0cm nodule for which a follow-up ** scan in 3 months was recommended. Clear lungs and a lung nodule are not mutually exclusive.  It does not appear that the recommended ** scan was completed within the **** system within that time frame. 
  Gallbladder is absent. The radiologist likely forgot to change the wording in the prepopulated normal template to reflect its absence. Absent the issue with the gallbladder, the scan and the report are appropriate. 
  Finally,the patients care in the ******************** was reviewed by the quality team and the following findings were noted:
  A urine culture was obtained and was negative.
  Respiratory viral and COVID panels were negative.
  A 12-lead EKG was done and found to be normal.
  The patient was given IV fluid and ****** as noted by the ** charges and ** nurse note.
  Once again, thank you for the opportunity to review this case.  Feel free to contact me if you have further questions.
  Sincerely,
  **** Office of Ethics, Compliance and Audit Services

  Customer Answer

  Date: 07/21/2025

  To Whom It May Concern,

  
  

  Thank you for reviewing my complaint regarding the quality of care received at **** ***************************************** However, I must respectfully disagree with portions of your response, and I would like to offer the following rebuttal to clarify and address the ongoing concerns:

  
  

  1. Unprofessional and Unsafe Swabbing Practices

  
  

  Your response acknowledges that it is standard practice to wear gloves while performing a throat swab, and yet also admits that it is unclear from the chart whether the nurse who typically follows this protocol was the one who performed the procedure. It is unacceptable that a potentially ungloved swab could occur without documentation or accountability. If the staff does not recall the specific incident, that in itself is evidence of inadequate documentation and oversight especially in procedures involving patient exposure risk.

  
  

  2. Failure to Document Symptoms

  
  

  You state that there is no documentation of dizziness in the chart, yet the patient reported dizziness as a primary symptom. This indicates either:

  
  

  A failure of the physician and nurse to document the patients complaints accurately, or

  
  

  A failure to take the patient's report seriously, which constitutes a lapse in quality of care.

  
  

  
  

  3. CT Scan Findings and Follow-Up

  
  

  While the radiology chair clarifies that a 1.0 cm lung nodule does not contradict clear lungs, your own response admits that the recommended 3-month follow-up CT was not completed within the **** system. This raises two concerns:

  
  

  Why was there no follow-up or reminder to the patient from **** regarding a potential lung nodule?

  
  

  If this recommendation was given, why was it not followed or reinforced through standard patient communication or scheduling procedures?

  
  

  
  

  This failure could have delayed diagnosis of a potentially serious condition and reflects a gap in continuity of care.

  
  

  4. Radiology Report Inaccuracy Gallbladder

  
  

  The statement that Gallbladder is absent being the result of a template error is concerning. This kind of oversight in a medical record has serious implications, especially if a future provider assumes a patient has had an organ removed based on a templated misstatement. The suggestion that the radiologist "likely forgot" to update a report is unacceptable in any medical setting. Templates should never override accurate patient imaging interpretation.

  
  

  5. Minimization of the Patients Experience

  
  

  While you state that a urine culture, EKG, and respiratory panels were completed and normal, this does not negate the concerns about how the care was delivered. Appropriate diagnostic tests do not excuse:

  
  

  Poor bedside manner

  
  

  Lack of clear communication

  
  

  Inconsistent adherence to safety protocols

  
  

  
  

  
  

  ---

  
  

  In Conclusion: This response does not resolve the core concerns of unsafe swabbing, incomplete documentation, failure to follow up on a lung nodule, and inaccuracies in radiology reporting. I am requesting further review, with a more thorough explanation of:

  
  

  How staff accountability is maintained when no one recalls performing a procedure

  
  

  What corrective action will be taken regarding incomplete radiology templates

  
  

  Why a follow-up on a documented lung nodule was never facilitated

  
  

  How **** will ensure symptoms like dizziness are not overlooked in future ER visits

  
  

  
  

  Thank you for your time, and I look forward to a more complete and responsible resolution.

  
  

  Sincerely,

  ******* Scheidecker 

• Initial Complaint

  Date:06/28/2025

  Type:Billing 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.

  On 10/8/24 Summit Rehabilitation Services performed two neurology services on ******* without preauthorization. I have insurance with blue cross blue shield of ***** ********. The procedure for $840 was covered by insurance and they paid $438.96. The other charge was for $760 and my benefit plan does not cover this service. I called the billing department and the stated they would do a code review. It did not change any thing I still got billed for $760. It is standard procedure to get preauthorization so this does not happen. I tried to get some relief through the billing department but with no satisfaction. I understand mistakes happen but they need to take some responsibility too. I am willing to pay half the amount at $380 since they accepted $438.96 on a charge of $840.

  Business Response

  Date: 07/02/2025

  Dear
  Ms. ******,
  
  We are
  in receipt of the complaint reference ID ********.
  
  Please
  note there is no HIPAA release attachment with this complaint; therefore, we
  cannot proceed with our review at this time. We ask that the complainant
  provide his/her signature on the HIPAA release form and return to us so we may
  begin our review of his/her complaint.
  
  Warm Regards,
  
  UPMC Office of Ethics, Compliance and Audit Services

  Customer Answer

  Date: 07/02/2025

  Consumer provided signed HIPAA form.

   

  See Attached.

• Initial Complaint

  Date:04/01/2025

  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.

  UPMC has been sending medical provider bills meant for me to the wrong address, all the while giving me no way to update the wrong address the business continues to use. I have serious concerns regarding the wanton disregard this business shows for my personal medical-related information by continuing to send bills with my personal medical-related information to an address that is not mine. Please help me get UPMC to stop doing this.

  Business Response

  Date: 04/01/2025

  Dear
  *** ******,
  
  We are
  in receipt of the complaint reference ID ********.
  
  Please
  note there is no HIPAA release attachment with this complaint; therefore, we
  cannot proceed with our review at this time. We ask that the complainant
  provide his/her signature on the HIPAA release form and return to us so we may
  begin our review of his/her complaint.
  
  Warm Regards,
  
  UPMC Office of Ethics, Compliance and Audit Services

• Initial Complaint

  Date:01/23/2025

  Type:Billing 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.

  I went to *******************, specifically the *********** Sleep Lab, at the urging of my physician, to have a sleep test performed, to check for sleep apnea. I received a surprise bill in the mail for $1,422.55, despite having insurance, and completing an at-home sleep study test, which I completed on my own. I have asked for a break down to understand how and why they are charging this ludicrous amount for a procedure that I performed myself. I was told: we have no idea, prices are what they are, and are set by someone at corporate, in Pittsburgh. I asked why I wasn't informed of the price prior to having the procedure done. I have had several CT scans performed by **** in the past, and prior to having the procedure they always supplied a breakdown of costs. If they didn't do that, ANY REASONABLE PERSON would infer that the costs would not be this outlandish, maybe several hundred dollars at most. CT scans alone cost several hundred dollars, and that is using highly advanced machinery, with a lab tech present. For those procedures, the cost was disclosed ahead of time. Any reasonable thinking adult would not expect prices to be that much for a simple procedure that requires no doctor, no lab tech. They should be able to break down exactly what is costing that much if they are charging roughly $1,500 for a simple test. The results are analyzed by computer. Charing several hundred dollars max, for the equipment and for someone to read the results, is reasonable. THEY OBIVIOUSLY KNEW that they charge A LOT for an at-home sleep test, and yet didn't disclose the amount ahead of time. When I have had other CT scans done, they disclosed price prior, without even being prompted to do so. It was reasonable to believe their policies regarding informing patients of costs would be uniform across offices/locations, especially for high-cost procedures. They need to be transparent about high-cost procedures, as it is not obvious a sleep test would incur such charges.

  Business Response

  Date: 02/04/2025

  Dear ***** ******:
  
  This is UPMCs response to the complaint filed under Better Business Bureau ID number ********, filed on January 23, 2025. 
  
  Upon receipt of these allegations, the case was investigated by UPMC.   
  
  The patients services were billed to the insurance on file.  The billed charges were reduced to the insurers allowed amount according to the contractual agreement between the insurance company and *****  The insurance adjudicated both claims as deductible. 
  
  Our records indicate that the patient did not request an estimate from UPMC prior to the services. Price estimates for services are available on the ******** website or by calling **************, Option 5. 
  
  If the patient needs assistance with the outstanding balances, **** has interest free payment plans, and a generous financial assistance program.  Patients can call UPMC Customer Service at ************** to learn more.
  
  We thank you for this opportunity in allowing us to review and resolve this patients concerns.   

  Sincerely,

  UPMC Office of Ethics, Compliance and Audit Services

  Customer Answer

  Date: 02/04/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  It appears that the entire context of my issue, that was clearly set forth, has been ignored. My questions, in effect, have gone unanswered by UMPC **********. I am requesting a breakdown of how such an absurd amount has been arrived upon. What makes up this charge? How do they charge someone roughly $1,500, when the patient performs the entire procedure themselves? WHAT CONSTITUES THIS AMOUNT?
  
  WHY IS THERE A DISCREPENCY BETWEEN OFFICES, IN REGARDESS TO PRICING POLICY? Other **** offices have always presented the cost of such an unusually high procedure ahead of time, as I stated in my prior message. It was not an MRI or CT scan. Companies shouldn't just be making up prices they pull out of thin-air and charging their patients. Something has to support the price. The amount charged is outrageous; the lack of consistency between office locations and the inability to directly answer my questions, even more so.
  
  "Our records indicate that the patient did not request an estimate from UPMC prior to the services." 
  

  I have not received an answer, in regard to consistency across offices. Why have offices in the past presented high-cost procedure amounts to me, WITHOUT ASKING, and then offered a discount for payment before the procedure. In the past, high-cost procedures have been made aware to me beforehand. Why would it be any different this time? Why would I, or anyone else for that matter, not expect the same? 
  
  "The patients services were billed to the insurance on file.  The billed charges were reduced to the insurers allowed amount according to the contractual agreement between the insurance company and *****  The insurance adjudicated both claims as deductible." 
  

  The lack of transparency and forwardness with regard to pricing and policy, together with ****'s apparent ability to assign whatever price amount they want, to a procedure, especially one they have very limited involvement in, is truly frightening. HOW the insurance company assigned it had nothing to do with my question. I understand how the insurance company adjudicated the claims; however, **** is the entity responsible for setting the price of the procedure. Did they pick this amount out of a hat? Use darts? There is no logical backing to support this amount. And they have not to date provided a cost breakdown, as requested. The inability of **** Central PA to provide answers to my queries, but to rather, dance around them, is extremely alarming, to not only myself, but to all patients that are not made aware of a way in which to get a price estimate ahead of time. Patients do not expect such a high price point, to an otherwise simple procedure, that is done entirely on the patients' time. 
  
  
  Regards,
  
  ******** ****

   

   

• Initial Complaint

  Date:12/21/2024

  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 mailed Upmc a check for $100 on 10/16 along with another check from my husband. They claimed they did not get mine. His check cleared on 10/28. When my check finally cleared 11/8) I sent them a copy of front and back. Now they tell me they cannot give me credit til they find out where it went. On 12/24 they will have had my money for 2 months. On 11/26 they said it could take them 30 days to resolve. This is bull. Why should I have to wait for them to find THEIR mistake. They never deposited my check til 11/8. 14 days after they received it Rotten apple in billing department.

  Business Response

  Date: 12/23/2024

  Dear
  *** ******,
  
  We are
  in receipt of the complaint reference ID ********.
  
  Please
  note there is no HIPAA release attachment with this complaint; therefore, we
  cannot proceed with our review at this time. We ask that the complainant
  provide his/her signature on the HIPAA release form and return to us so we may
  begin our review of his/her complaint.
  
  Warm Regards,
  
  UPMC Office of Ethics, Compliance and Audit Services

  Customer Answer

  Date: 01/08/2025

  
  
  12/31/24 it was still open.  1/2/25 They credited account for $100 dated 11/8/24.  See attached copy case closed.
  
  

• Initial Complaint

  Date:12/18/2024

  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.

  Loss of medical coverage illegally in march of 2024 ongoing medical bills , incorrect monthly statements . Escalated all concerns . Have spoken with people as high up as Harrisburgh and zero resolution. No one follows up and handles anything . Chip , Dhs have all dropped the ball . Backdating coverage and agree to refund me my out of pocket costs. Then three months later re bill me but a completely higher ransom amount . Along with the medical bills over 20k but according to state law after all the problems was informed they have no clue why coverage was terminated and it was illegal . No one at chip , Upmc or Dhs can correct the bill or the medical bills . My daughter has missed months of therapy and had to postpone her surgery 6 months due to no coverage .

  Business Response

  Date: 12/19/2024

  Dear
  *** ******,
  
  We are
  in receipt of the complaint reference ID *********
  
  Please
  note there is no HIPAA release attachment with this complaint; therefore, we
  cannot proceed with our review at this time. We ask that the complainant
  provide his/her signature on the HIPAA release form and return to us so we may
  begin our review of his/her complaint.
  
  Warm Regards,
  
  UPMC Office of Ethics, Compliance and Audit Services

• Initial Complaint

  Date:11/26/2024

  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'm in a nursing home, I have a UPMC healthy living debit card, to buy food and other items ,over the counter, items. The only way for me to use the card is to order on line. I'm intitled to this ******** ard but they will not let me order on linei have ******* + it's a secure site, I have my bank card registered there. I don't have to pay shipping, if you order from their catalog , like vitamins etc it's okay, so why can't I use this card over the internet? Doesn't make sense to me, their rules make my card useless.

  Business Response

  Date: 11/26/2024

  Hello *****,

  To respond to the report appropriately, we need additional information. Please send additional information and make sure it includes the following key facts: the full name and/or address of the Senior **************** the patient is referencing. Without the additional information, we cannot start our investigation.

  Warm regards,

  UPMC Office of Ethics, Compliance and Audit Services

• Initial Complaint

  Date:11/05/2024

  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 received a bill for $200, not an itemized statement. I called the hospital and they cannot provide an itemized bill or proof of payment. I want to verify what the charges are for.

  Business Response

  Date: 11/19/2024

  Dear ***** ******:
  
  This is UPMCs response to the complaint filed under Better Business Bureau ID number ********, filed on November 6, 2024.
  
  Upon receipt of these allegations, the case was investigated by *****
  
  The patient presented to the **** ***************************** on August 4, 2024. Charges were billed to the insurance on file. The insurance adjudicated the claim with a $200 co-payment as patient liability per the Explanation of Benefits (EOB).
  
  **** spoke to the patient on November 14, 2024. A detailed statement will be provided to the patient by mail to support her request for further clarification on the charges. **** is investigating the concerns raised by the patient that a detailed statement was not available. Any refocused training opportunities identified will be deployed.
  
  We thank you for this opportunity in allowing us to review and resolve this patients concerns.
  
  Sincerely,

  UPMC Office of Ethics, Compliance and Audit Services