Business Profile

Clinic

UPMC Health Systems

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Complaints

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

Customer Complaints Summary

44 total complaints in the last 3 years.
18 complaints closed in the last 12 months.

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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: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
Initial Complaint
Date:10/18/2024
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.
Hi, I set up a payment plan with UPM health services to pay for a medical procedure last year. I agreed to paying $50 a month.They successfully received my April 12 payment and then I noticed they did not credit my account for the May 2024 payment. I contacted them on June 3 and ended up faxing verification from my bank that it was sent out for May 15, and I also sent out verification to show them the May payment was sent to the same account as the April 2024 payment.I just called again today, and this issue has not been resolved.I contacted them on June 17 and was informed it should take 30 days to review this. She did confirm that they received my fax. I called them back on July 22 and was informed it was still under review. I was handed to the escalation line and spoke to a supervisor by the name of *******, who verified its still under review.I called on September 3 and was told it was still not applied and was informed that an email would go out to the treasury department and I would be CCed on that email. I never received any correspondence after this call. In fact, Ive never been outreached by any **** team about the situation.I called again today, October 18, and Was pass along to the escalation line, speaking to team leader, ****. She was able to see the paperwork on file, but reported that theres no resolution yet. She agreed with me that it should not take 4 1/2 months to resolve the situation. I inquired if this missing payment was going to affect my credit rating, she said that it is being noted as a missed payment.And to me, that is not acceptable. I will not have my credit affected because of this issue.This is why Im filing a complaint. In addition to resolving this issue of not receiving my payment, I would also like for the missed payment notification to be removed from my credit ********* not going to submit the paperwork as they have acknowledged that they do have my fax on file from June 2024.
Business Response
Date: 11/18/2024
Dear ***** ******:

This is UPMCs response to the complaint filed under Better Business Bureau ID number ********, filed on October 24, 2024. The complainant/patient claims that her May 2024 payment was not posted to her payment plan account.

Upon receipt of these allegations, the case was investigated by UPMC.

On November 11, 2024, **** spoke with the patient about her concerns. The patient stated that she made an online attempt to make the May 2024 payment following the process that it utilized every month. However, the May 2024 payment was not received by, or cashed by, ***** It is unclear if this was a bank error or a UPMC error. The patient confirmed on the phone that the payment was not sent/processed by the bank.

The patients credit was not affected. The patients account has been updated to remove the missing payment designation.

The patients interactions with UPMC customer service were reviewed and training opportunities were identified. These have been deployed to the appropriate staff members. **** recognizes that the patient did call in several times to try and resolve the issue. Unfortunately, through no fault of the patient, her concerns were not addressed timely.

We apologize for the patients experience and 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: 11/19/2024

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.

Thank You for the quick action, I appreciate it.

***** *******
Initial Complaint
Date:10/17/2024
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 scheduled for a critical procedure more than four months in advance, which required my husband and I both to take time off from work. I had confirmed my insurance with the doctor's office when scheduling. Two days before the procedure date, I received a phone call from the office telling me they do not accept my insurance, and that I must pay $6,500 out of pocket up front or they were going to cancel my procedure. My insurance company, ********, insists to me and has called the doctor's office directly to tell them that they are in-network and a participating provider and that the services are covered. However **** says they will not take my insurance at this office. I have been seeing another doctor in the **** network in recent months using the same insurance with no problem -- I have confirmed with that **** doctor's office that my insurance is accepted there. Today is the day of my scheduled procedure and I have missed out on my critical medical treatment, the months that I was waiting for this are now gone and I have to start over waiting another 4-6 months to see a different doctor, and I have absolutely no recourse. The loss of this time and its potential health impacts are immeasurable. Who can hold the hospital accountable for refusing to provide my care as promised?
Business Response
Date: 10/29/2024
Hello,
We are in receipt of your complaint as of 10/29/2024.
Your concerns are important to UPMC Health Systems. To respond to your concerns appropriately, we need additional information.
Please advise of the name and address--if applicable--of the facility you attempted to attend. Without the additional information, we cannot start our investigation.
Kind regards,
UPMC Office of Ethics, Compliance and Audit Services
Initial Complaint
Date:10/04/2024
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.
Have had procedures/visits done at ***********, Mercy and Shadyside Hospitals. Bethel 6/6/24; Mercy 6/14/24, 7/23/24 and one coming up 10/18/24; Shadyside 8/6/24. Received my first invoice statement date 7/29/24 for services on 6/6 and 6/14. Due by 8/19. Paid online by credit card 8/17 with confirmation number ************. In the amount of $350. On 9/3/24, received past due invoice on charges I already paid on 8/17. Called upmc 9/3 and spoke with *******. Had a feeling and called back again 9/10/24 and spoke with *****. Said it would be taken care of next billing cycle in October. Went online, as I haven't received no more invoices by mail, as I am set up to do and see outstanding of $650 for services for 6/14 and 8/6. I already paid 6/14, but received no invoices for 7/23 or 8/6. Called 10/4/24 spoke with ******. Said she would call me back later today or Monday regarding posting first payment to wrong account. She is with Financial Services ************ option 2. It's been over 2 months and they can't get my billing rectified. Said they would turn into collections, but none of this is my fault and I've been proactive checking online every month since issue. I ask for management to speak to, bit get no where. Spoke with *** at **** today and that my account is on hold and that payment in August was applied to wrong account. Been over all this with 3 people at upmc billing and now ******. I always pay my bills on time and have been trying rectify since 9/3/24. I dont want my crefit hurt for something I didn't do. I don't know what to pay on as they keep applying services I already paid for. I have 2 services I need to pay, 7/23 and 8/6, then eventually one from 10/18, but I haven't received invoices for them. They keep saying I owe for service(s) in June. They were paid. I truly don't know a secure way to pay going forward, afraid of issues I might encounter.
Customer Answer
Date: 10/08/2024
Morning. My account is under review since 10/4 online. Make a payment grayed out. Today, it says I owe $350, $300 for financial assistance. I never signed up for financial assistance. When I download itemized statement, it's original "past due" statement from services in June. I owe $300 by 10/21, how and when should I pay for this service that was in August? Thank you.

On Sat, Oct 5, 2024, 4:25 PM ******* <***************************************> wrote:
Received in mail today. 6/14 paid on 8/17 with 6/6 service (total $350). Missing service for 7/23. I owe the $300 for 8/6. Thanks.

On Fri, Oct 4, 2024, 6:06 PM ******* <***************************************> wrote:
These are snap shots and statements from online account as of today 10/4. The original invoice is no where to be found. Everything is marked Past Due and I haven't received any invoices since the past due I marked received 9/3. I never received the new invoices to this day by mail. The invoices attached correspond to the snap shot that has dates and statements. Thank you for your help.
Customer Answer
Date: 10/09/2024
******* <***************************************>
Fri, Oct 4, 6:16 PM (5 days ago)
to me

I stand corrected, original is there. Sorry.

------------------------------------------------------

******* <***************************************>
Sat, Oct 5, 4:26 PM (4 days ago)
to me

Received in mail today. 6/14 paid on 8/17 with 6/6 service (total $350). Missing service for 7/23. I owe the $300 for 8/6. Thanks.

----------------------------------------------------

******* <***************************************>
Attachments
Sat, Oct 5, 4:26 PM (4 days ago)
to me

See attached.
Customer Answer
Date: 10/10/2024
Fyi, as of today. My understanding, I owe for 7/23 and 8/6. Never received invoice for 7/23. Latest online. See attached.
Customer Answer
Date: 10/16/2024
Contacted Financial Services today, 10/14 to pay $300 for 8/6 service. Spoke with ****** again and she transferred me to *****. ***** said all my charts and physician docs for 6/6, 6/14, 7/23 & 8/6 have $0 balances. I didn't understand as I owe for 2 services, the 7/23, I never was billed for and 8/6 that I received 10/5. She reiterated $0 balances and an itemized statement was mailed 10/7. She also said about signing up for financial services, I told her I told ****** on 10/4, I said not to sign me up. I want my account figured out. That's it. I'm still confused. She said itemized statement was for all 4 services, the statement for 10/7 only has for 2. See attached.
Customer Answer
Date: 10/22/2024
Latest. Finally spoke with supervisor. She found the errors. I verbally agreed with what she found. ******************* assistance, putting account on hold until payment is transferred to correct services (6/6 & 6/14), and will send statement for 7/23 (that payment was applied to and that I never received a statement for). I did tell her I could afford the $300-$350 payment per month, but not $600-$950 payment to be current. As, this all started because of their error. She said she understood. Thanks.

Once I get info that they transferred payment from 7/23 to 6/14 and then receive statement for 7/23, I would say yes. Until then, no. I want actions, not words
Customer Answer
Date: 10/30/2024
Morning. Just an uodate. Just got a call from ****** from UPMC billing. Works with ******* that found mistake. Escalating my case to get money transferred from 7/23 to 6/14. Also, going to pull my calls for review and contact treasury to see why amount was applied to wrong service. They mailed statement for 8/6 service and I should get soon. Told her I would call Taliah either the 13th, 14th or 15th to pay by credit card over the phone. It's due date is 11/18. Have a great day.
Customer Answer
Date: 11/06/2024
Afternoon. ****** just called back to say funds have been transferred to June services. Also, asking to take my account off hold. 7/23 statement should be mailed the end of November, due around 12/18. She is to send itemized bill reflecting June services. Please keep case open, just in case I don't receive 7/23 statement late November. ***
Business Response
Date: 12/31/2024
Dear ***** ******:

This is UPMCs response to the complaint filed under Better Business Bureau ID number ********, filed on October 14, 2024.

Upon receipt of these allegations, the case was investigated thoroughly by UPMC.

On October 30, 2024, UPMC Patient Experience team spoke with the complainant to address all her billing concerns.

This included *** confirming the payment of $350 was received and posted to service date 07/23/2024 in error. The ************* team has reposted the $350 payment to the June 2024 accounts. In addition, UPMC has mailed the complainant itemized statements for her records.

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: 12/31/2024

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.

Regards,

******* *********
Initial Complaint
Date:09/30/2024
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 am being billed I am currently on medical assistance and I filed a financial assistance application and they just keep sending me the same bill from prior service. ******** bill number they keep sending bills for something that was according to the representative approved for financial assistance. Yet, they continue to send me the same bill.
Business Response
Date: 10/01/2024
Dear Ms. ***************** are in receipt of the complaint reference ID ********.

Please note there is no ***** 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 ***** release form and return to us so we may begin our review of his/her complaint.

Warm *************************** of Ethics, Compliance and Audit Services
Customer Answer
Date: 10/01/2024
I am providing the hipaa. I ask someone to contact me via telephone ************ directly to discuss this matter further.
Business Response
Date: 10/16/2024
Ms. ******,
A review of this matter is underway. To conduct a thorough review, we need more time to provide our response.
We are requesting a new due date of 10/28/2024. Unless we hear otherwise from you, we will assume this date is permissible.
Thank you kindly for your patience and understanding.
Best,
UPMC Office of Ethics, Compliance and Audit Services
****************************
Pittsburgh, PA 15219
********************************

Compliance Helpline **************
************************** Access ID: UPMC
Business Response
Date: 10/31/2024
Dear ***** ******:

This is UPMCs response to the complaint filed under Better Business Bureau ID number ********.

Patient states that he is receiving a bill that should have been covered under his financial assistance approval. The patient was approved for financial assistance from April 29, 2024, to July 28, 2024, and all bills at the time were forgiven. The bill that the patient attached to this communication did not drop to patient responsibility until August 2024, so the financial assistance approval had ended. Financial assistance is calculated on the date the balance is assigned to patient responsibility and not date of service. Call from patient is documented on September 30th, 2024, and a new ************** assistance approval was begun on October 2, 2024. The patient's financial assistance approval letter was mailed on October 8,2024. The patients balance has been forgiven under the ************** assistance program.

**** spoke to the patient on October 15, 2024, to provide this information.

The patients feedback on his interactions with UPMC Customer Service have been shared with that department for follow-up.

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
Initial Complaint
Date:09/13/2024
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.
On September 5, I was charged $40 by UPMC Physicians without my knowledge, presumably using saved payment information from previous statements. I have repeatedly attempted to contact **** to provide an itemized statement but they have been unable to provide one. After sending a message to ****, ****** *. generated an online statement that was supposed to arrive 48 hours later, but I never received it via myUPMC. After calling the **** billing department, I was told ****** *. didnt generate it correctly and it would be another 48 hours. After I continued to not receive a receipt or statement, I called again and spoke to a supervisor. After he was unable to see a record of a statement being generated, I said, "I think your billing department has made a series of errors" to which he responded, I think youre right. I dont know what the heck they did but they didnt do this right, I can tell you that. Oh my god, I cant believe this."At this moment, I've been unwittingly charged $40 by this health system. **** appears to be unwilling or unable to provide documentation that details what that charge was, despite the ability to generate receipts being a rudimentary feature of every digital payment system used by any business or enterprise in the world. The continued mismanagement of this case by the billing department illustrates a disturbing gap in both their functional accounting skills and basic customer service skills for this multi-billion dollar enterprise.
Business Response
Date: 09/17/2024
Dear Ms. ***************** are in receipt of the complaint reference ID ********.

Please note there is no ***** 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 ***** release form and return to us so we may begin our review of his/her complaint.

Warm *************************** of Ethics, Compliance and Audit Services
Initial Complaint
Date:07/27/2024
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 ended up kidnapped by FBI agent *** ******** and UPMC Western Psych Hospital Police when they executed unauthorized warrant, transport, and intake that wasn’t in the legal system. Ive worked through the UPMC complaint process and contacted UPMC police Captain ******** and Kim S******, top patient rights rep right below the UPMC President. UPMC is making no effort to aid in this ongoing dilemma which has cost so much. There is also an extended stay without legal authorization and manufactured Judges decision. Also, there is a related Medical toxicology department issue whereas I had referral from my PCP Dr K**** to see a toxicologist after exposure to toxic substance but turned away for treatment. Dr A******* refused to test previously for complaints of poisoning. He insisted police rather do Forensics testing. I had rashes and coughing up blood, very sick that continued to get worse over time, but A******* continued to turn me away. Eventually I became too weak to stand or lift my arms and became disabled, but still no testing which led to a second exposure, pcp referral and Dr A******* refusal to help. Kim S****** and UPMC are refusing to help in any way. There are legal paperwork in place prohibiting calls to toxicology making it difficult. Law enforcement has been using the Mental Health crime making it difficult
Business Response
Date: 07/30/2024
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:07/18/2024
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.
I have seen providers on 3 separate occasions 12/15/22, 11/29/23, 3/28/24. Each time I get a bill with the same account name which is mine but each visit is given a different account number, causing me confusion as to exactly how much money I owe the one entity, because each are sent separately. So one time I think I owe one amount and then the next time I think I owe another amount. If I'm going to get a bill it should reflect all monies owed by my name not by a bunch of different account numbers. If there additional charges from the last time they sent me a bill it should reflect the previous charges along with the new charges so I can keep a running tally of all I owe. I am only one person and thus should be tracked that way not by each separate visit becoming a new account number
Business Response
Date: 07/25/2024
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

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UPMC Health Systems is NOT a BBB Accredited Business.