Complaints

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

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  Tower Health

  420 S 5th Ave West Reading, PA 19611-2143

• 

  Tower Health

  193 Old Swede Rd Douglassville, PA 19518-1522

• 

  Tower Health

  950B N Wyomissing Blvd Fl 3 Wyomissing, PA 19610-1783

• 

  Tower Health

  220 N Park Rd Bldg 9A Wyomissing, PA 19610-2945

• 

  Tower Health

  PO Box 16051 Reading, PA 19612-6051

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:02/05/2025

  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 requested my medical records be sent to my new doctor and to myself at my home address. I made the request back in January 2024 and reached out to the medical records department as well. I faxed the required form and followed up with an email asking for an update. I never received my records even though I was told previously that the request was received and would be addressed in 5-7 business days. I reached out again this January (2025) and was told that my records were mailed to my home and again I explained that I never received them . When I stated that I never received them I was asked for a fax number which I provided. I was told again that my records were sent, this time was via fax YET AGAIN I received NO records. When I tried calling Tower Health to follow up on my request, and I spoke to a ****** who made nothing but excuses and said that the records are managed by a 3rd party vendor and all she could do was send them an email as "we cant even call them" Where were my records faxed or mailed too?? This is extremely concerning to me but Tower Health and the medical records vendor seem extremely surprised that I am upset about my personal information possibly getting into the wrong hands. Tower Health and the 3rd party records vendor could care less!! I also spoke with a supervisor from the records vendor and she became extremely upset and defensive when I questioned where she sent my records and asked her what number she faxed my records too and what address she mailed my records too. Again, this is my personal protected health information and both Tower Health and the records vendor and put my personal information in potential jeopardy, yet they get defensive when I question their actions and ask for proof of where my records went

  Business Response

  Date: 02/20/2025

  Complaint ID: 22903875
  In response to the concern raised by a complainant alleging issues obtaining a copy of their medical record. Investigation of the concern revealed the following:
  
  The authorization/request form indicated that records should be sent to both the provider and the patient, but due to an oversight, the records were only sent to the provider.
  The patient was incorrectly informed that their records had been previously mailed to their home, when in fact, they had only been sent to the provider.
  The patient requested their records via fax in January 2025, they were informed that the records had been faxed. However, an audit of the fax activity later revealed that the transmission had failed, leading to further delays in fulfilling the request.
  The patient expressed concerns about potential mishandling of their Protected Health Information (***) and questioned where their records had been sent. We confirmed the *** was not disclosed or inappropriately shared with anyone.
  The medical records were sent to the patient, and confirmation of receipt was obtained.
  
  We are currently reviewing the process to see what corrective actions can be implemented to improve the process.
  

  Customer Answer

  Date: 02/20/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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:01/22/2025

  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 was sent to the hospital at the end of last year with a throat issue. It was checked out and cleared. I paid for the service in full since I was laid off and not able to have insurance. I was just sent another bill for a surgery I never had.

  Business Response

  Date: 03/07/2025

  See Attachment 

• Initial Complaint

  Date:10/19/2024

  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 had an office visit 5/16/24 with my ***. Tower health billing department for the **** office whom she's employed by billed me $170.00. they received the *** from my health insurance which they have a legally binding contract entered into and the *** is in network, therefore the amount I owe is only $84.28. tower health billing won't correct the bill. They keep telling U HC different "stories" and now the $170.00 amount has gone to collections. After United healthcare even sent them a letter with all claim information and advising them they are not to overbill patients as they are contracted withUnited healthcare and they are obligated to about to abide by contract and correct the claim/bill patient only is responsible for _84.28. I refuse to pay a fraudulent amount of $170.00.

  Customer Answer

  Date: 11/19/2024

  Copy of EOB showing I only owe $84.82 NOT the $ 170 tower health is billing name for since the end of May 2024.  

  They always fail to reply on most occasions.   

  Customer Answer

  Date: 11/20/2024

  Tower health billing $170.00 ..

  See explanation of benefits because they are contracted with United healthcare and my PCP is in network I only owe $84.82.

  Tower health is double billing.  It's not permitted by law.  

   

  Business Response

  Date: 03/07/2025

  See Attachment 

  Customer Answer

  Date: 03/10/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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:08/19/2024

  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.

  6/4/2024 - Tower health was paid by my auto insurance . They are still billing me. I called them on 7/15, 7/23, 7/29 and 8/9 to resolve the issue. I was told that they would have someone look into. I was asked 3 times s to email the *** from the insurance company on 7/23 to an email address they provided. Which I did. the next time I called they asked me to send *** to another email address. I ended up emailing them the *** 3 times. My insurance company also sent them a letter stating I should not be billed. The invoice is still on my account. This is not the first time this has happened. I had another bill in 2022 that the insurance company paid and they said they never received payment. I need this off my billing asap.

  Business Response

  Date: 09/04/2024

  Based on review of the billing records, the individual's balance is zero. The EOB's were received, and the account was corrected and updated.

  We are hopeful that our review is responsive to your request.

  Thank you.

  Customer Answer

  Date: 09/06/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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:08/15/2024

  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 paid by FSA, the *** rules were violated, because the bill was for 4/23 and I paid on 6/24. This was the first bill received for this charge (14 months later). They will not issue a refund until 5 days after they receive a new payment. I don't trust them with the extra payment. I requested proof of refund before I issue a new payment. Two issues:time to bill (14 months), and having my money before the return of the funds.

  Customer Answer

  Date: 09/04/2024

  Appears Tower Health has provided me with a Refund.  This satisfies my request of them.  Feel free to close this as resolved.  **

  Business Response

  Date: 09/04/2024

  Based on review of the billing records, the date of service was 04/14/2023. *************** did not pay the claim until 03/05/2024 and the secondary insurance paid $67.54 on 04/25/2024. The individual did pay $67.54 on 06/24/2024. The $67.54 will be refunded back to the individual's card ending in 5266 today 09/04/2024.

  We are hopeful that our review has been responsive to your request.

  Thank you.

  Customer Answer

  Date: 09/05/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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:11/06/2023

  Type:Order 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 insurance company denied coverage on a procedure I needed. I asked how much it would cost to pay out of pocket and received an estimate for $4272.06. I asked ***** if that would cover everything and she said yes - that is the total cost. I agreed and now I have received a bill for $6412 and a bill for $3556 - this is almost $6K more than I was quoted. I have called so many people and nobody will help me. I was told that the quote was only for the surgery center and not the physician - they are all Tower Health - why wouldn't they give me an estimate for all charges... I am going to continue to call or show up if I cannot get a reduction on this bill. I cannot afford the additional $6K..

  Business Response

  Date: 12/12/2023

  December 11, 2023
  
  Dear *** *****:
  

  This correspondence is in response to your letter dated December 1, 2023, regarding a complaint submitted to the Better Business Bureau by Adrienne Houck. We take any complaint seriously and have carefully reviewed *** *****’s concerns. Below is a summary of our review.

  Our Billing Office received an email from Financial Corporation of America (FCOA) to call *** *****. An apology was immediately provided to *** ***** for the misinformation she was given since her estimate did not include the physician charges. This resulted in the patient being billed more than she expected. 

  The estimate provided to her was the self pay discount, which was not correct since she had insurance but choose not to use it since the service being provided was non-covered.

  *** ***** was offered a 75% discount for the physician services, which brought those charges down from $9,160.00 to $ 2,290.00. The new total amount due for both the hospital billing and physician billing is $5846.48, compared to the original estimate she was given of $4,272.06. *** ***** was agreeable and accepted the new amount due of $5,846.48. While these fees should have been paid at the time of service, *** ***** was told she could add this service to a payment plan, which she did. *** ***** was satisfied and happy this was resolved. 

  It is part of our workflow to include the facility fee along with physician fees for any provider employed by a Tower Health entity. In this case, the individual who prepared the estimate was not aware that the surgeon was part of Tower Health. The staff person thought the surgeon was an independent provider and did not include the physician fees in the estimate. This has been reviewed with the appropriate staff members.

  Staff are to verify all providers for network affiliation.

  We are hopeful that our review is responsive to your request. Should you have any additional questions, please feel free to contact me at ###-###-####.
  

  Sincerely,

  System Director, Risk Management

  Customer Answer

  Date: 12/12/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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:10/05/2023

  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 took my daughter to Tower Health Urgent Care on Street Road in Warminster on 9-5-23 for an ear infection. We arrived at approximately 8:00, their office closed at 9:00. The PA on staff prescribed Penicillin, and I asked if there was a backorder on this medicine, because the last time I needed it for my child it was not available. She said she was not aware of any problem. The PA said she sent the prescription to the *** on **** **** in Warminster. We immediately went there to get the prescription. *** told me at our arrival that they had not received the prescription, this was at around 8:30. We continued to wait, and my daughter was crying the entire time because of her ear pain. At 8:55 the pharmacist said she had still not received the prescription, so I called Tower Health. The PA that examined my daughter answered the phone and confirmed I was at the correct ***. I told her that the pharmacy still did not receive the prescription, and could she please resend it. She told me no, that she already sent it and that I need to be patient. I asked what I should do for my daughter if it didn't arrive. She said there was nothing she could do because her office was closing in 3 minutes, if it didn't come, I would have to wait and call her office back the next day. I told her I needed the prescription that night, my daughter was in pain. She then said I either had to take her to the Emergency Room or try calling the Pediatrician, then hung up the phone. I then found out that the Penicillin she prescribed was on a company backorder, so I had to consult with the pharmacist to see what dosages were available, and then called my Pediatrician. Thankfully, he was kind enough to phone in a prescription for my daughter in a dosage that was available. I then received a $125.00 bill from Tower Urgent Care which I REFUSE to pay, because the PA did not do her job! The Pediatrician and I had to complete a job that the PA at Tower refused to complete! How unkind and uncaring!!!!

  Business Response

  Date: 01/18/2024

  My name is ***** *****, one of the Operations Managers for Tower Health Urgent Care. This correspondence is in response regarding a complaint submitted to the Better Business Bureau from ******* ****' daughters visit on September 5th, 2023.

  The letter referenced concerns related to a visit to our Warminster office on 9/5/2023 and resulting out-of-pocket expenses of $125.00. On 11/30/23, the Tower Health Urgent Care clinical leadership reviewed the clinical aspects ******* ****' daughter's visit. After review, despite the services rendered during the 9/5/2023 visit, associated balances of $125.00 have been waved as a courtesy.
  

  We believe this correspondence and our actions resolve the matter.
  

  Respectfully,

• Initial Complaint

  Date:07/26/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My son was injured at a school baseball game and we were directed to Tower health. We was seen and cared for 5/9/22. The bill was sent to me and I contacted the school and their insurance company. ********. renegotiated with Tower Health and the bill was paid. Copies of the payment were sent to me showing they cashed the check. Tower Health can't find the payment. I have been sent a dozen payment requests and every time billing goes in circles. I have threatened to be sent to collections over a bill that has been paid. I have spoken to billing no less than 20 times and I keep getting its handled and next month the bill shows up. They keep telling me they will call, and they never do. Last chance before a lawyer is involved.

  Business Response

  Date: 08/21/2023

  UnitedHealthcare (UHC), as the primary insurance carrier for the patient, issued its portion of the payment. *****************, as the secondary insurance carrier, issued its portion of the payment to the wrong provider. ***************** confirmed today that they issued the payment to the wrong provider. ***************** has agreed to now reissue payment to the proper provider in the amount of $635.03. Once payment is received, the account will be paid in full. We have placed the account on hold until payment is received.

  I'm hopeful that this is responsive to your request.

  Thank you.

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

  System Director, Risk Management  |  ************

• Initial Complaint

  Date:03/01/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a call from a collection agency about medical bills I never received. The collection agency stated that some times the providers don't get the billing done in time and sell their backlog to these collection agencies. The service dates in question were from a few years prior and getting documentation is a nightmare and I have no way of finding out if these are legit or if I may have paid them in the past. In the meantime the collection agency has now posted this on my credit report history. I have no idea how long it will take to resolve that as well. I have a portal I to MyTowerHealth where all if my bills show up and are paid in full as I receive them. I am extremely upset about all of this as I have an HSA setup to take care of all of my medical expenses. There has to be some type of help or some law against this behavior.

  Business Response

  Date: 03/13/2025

  See attachment 

• Initial Complaint

  Date:02/02/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Account ****** client continues to harass me. Due to there neglect and providing incorrect information for billing i have been dealing with legal fees for 4 years now since they entered my information incorrectly and my insurance was paying claims for a PT in TN! I have reached out several times as well as sent letters from Social Security Admin to get these issues corrected! I refuse to pay this bill as it is INACCURATE! I dispute and the last time i am advising to CEASE and Desist they continue to call and harass and send threatening credit reporting letters they need to get there information correct with the insurance companies! I am now seeking assistance with getting these issues corrected here in PA and in TN! As well as contact the FDCPA! This company is NOT to contact me at any phone number

  Business Response

  Date: 03/07/2023

  July 27, 2023 
  
  Dear *** ****, 
  

  This letter responds to your concerns about the recent power outage that took place on July 14, 2023. 
  

  I would like to extend my apologies regarding the inconveniences experienced during the recent power outage on July 14, 2023. It is our intention to restore service as safe, and quickly as possible for all customers who experience interruptions due to unexpected weather-related conditions. 

  As the storm passed, it unfortunately impacted 3 poles which caused 47 outages in your area. Our trouble crew response team worked diligently to restore service as quickly as possible for all customers. The poles and equipment were replaced, and wires were reattached, due to the phased restoration some customers could have been restored quicker, however all customers were restored by July 15, 2023. 

  Again, I do apologize for the inconvenience that was experienced during the time it took to have your service restored. As requested, I emailed the damage claim form to your email address at, **********@*****.com on July 20, 2023. Moving forward please see below for the following contact resources to report any storm related power outage: 
  

  Sincerely, 
  
  Escalated Investigations Representative 
  Regulatory Customer Relations 

  Customer Answer

  Date: 03/07/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:As previously stated Tower Health billed me incorrectly through ******** which resulted in all benefits being paid by ******** i have disputed this since their original bill date their mixup has caused my financial disadvantages with all my claims being paid out to a resident in TN I have also reached out to the state AG for assistance as well as in the process of seeking legal counsel for all the bills that have not been paid because of this mix up as well as have my credit be hit with negative information! 
  
  Regards,
  
  ***********************