ComplaintsforUnited Surgical Partners International Inc.
Outpatient Surgery Center
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Complaint Details
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Initial Complaint
08/07/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
On Feb 14, 2024, I was unwillingly sent to the ******************************* Surgicare Carrollton (surgical center) owned by this company, by a doctor associated with this surgical center, for an urgent surgical treatment on my wrist. Upon arrival, this surgical center insisted I had to prepaid $1906.2 before the surgery, or else I would be denied any treatment, even though my insurance's annual maximum out of pocket amount was only $1800. I paid the amount out of such coercion. Later on, my insurance paid this surgical center $3443.2, and insurance company determined my payment responsibility as patient should only be $860.80. However, the surgical center never refund the overpaid amounts. Starting from May 7, 2024, I have been constantly contacting the surgical center for the refund by providing all the information I had, but they refused to refund because they wanted to appeal with the insurance company. But it turned out no one in their out-sourced billing office had worked on my case until it exceeded the deadline for appeal by the insurance company. The insurance company only got their appeal in June 14th, 2024, and they denied their appeal because it exceeded their filling deadline. On top of that, I got surprised bills from other independent contracts claiming to be affiliated with this facility for amounts I was not aware of before the surgery, have never approved, and never owed. And all these bills had overlapping CPT codes. Therefore, I am forced to prepaid an unreasonably high amount (exceeding my maximum out of pocket amounts) and refused refund because of the mistake/negligence of the surgical center, and I am sent various other surprised bills (in clear violation of Texas surprise bill prevention law and Presidential executive order). I therefore demand the refund of overpaid amount, elimination of all surprised bills that was not communicated beforehand, and compensate for my efforts in dealing with all this disastrous mess.Initial Complaint
06/22/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
A facility owned by USPI, Arizona Advanced Endoscopy, in Gilbert ** coded my procedure (1/29/24) incorrectly & will not return msgs to **** for correction & have treated me very poorly. When I got a bill I called my ins company **** since it was to be covered fully. **** told me the procedure was coded wrong & confirmed it was routine. I had not been to this Dr in a year, yet called 2 wks prior to my procedure letting them I need to get my colonoscopy because I was due for ******* ins was ending so they scheduled me. I had NO problems or concerns leading up to this ************** even asked me in OR how my diarrhea was from a year ago & I said good I havent really had any issues. The rep from my ins company attempted to call the medical office & the surgery facility but had to leave messages for 3 different people for a call back regarding this issue. She said she would call me later in the week & advised maybe if I called to leave a message it would speed things along. I called & left a voice mail at both places the **** person did the very same day. A week later the **** representative called me back saying that they had not called her ********** was still unable to reach anyone at surgicenter. I too had not heard back from anyone either at this time. I called again that day leaving a very frustrated message with ******* & also with the medical assistant who I originally spoke with about scheduling my routine colonoscopy since my insurance was ending. About 2 wks later a billing person called who was very rude & told me it couldnt be changed because it was coded diagnostic. I explained it was routine & that it is fraudulent medical coding & billing practices to code wrong purposely to get more money, as it can be seen in my medical records I hadnt been in a year prior to procedure for any issues. I asked for ********* said they would call me but never heard back, but they keep sending same bill. It needs recoded to reflect the correct routine procedure.Initial Complaint
06/20/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Date of Transaction: 12/15/2023 Service Type: Surgery Location: ***************************, ***************************************** Amount Paid: $3,891.00 I had a surgery on 12/15/2023 at *************************** (owned and operated by United Surgical Partners International). At the time of service, they collected an estimated payment of $3,891. Based on what my insurance covered and meeting my deductible, I actually only owed $762.10. This claim process in December of 2023. My insurance, United Healthcare, has reached out on numerous occasions (phone calls and letters) to get a refund for me and/or figure out what the insurance center is trying to dispute. I have also tried to contact their billing department upwards of ***************************************************************************************************************************** back and have never received a response or a call from billing. There are several other reviews of similar situations from this company keeping refunds that patients are due. I have a record of each attempted contact and letters sent from my insurance company. I need someone at the surgery center or United Surgical Partners to reply to my refund requests. In addition to not responding to my requests and holding my money without cause, they also had my name linked to another individuals medical and financial records. Billing sent me a bill for another individual, and called trying to collect for this individual. After I asked to have my name removed from their account, I was called on a second occasion for collections for this person. When I had billing on the phone and asked to discuss my own matter with them and my insurance, they would not discuss it and ended the call. They did not call me back.Initial Complaint
06/07/2024
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
Procedure provided 1/17/2024 colonoscopy at *************************. Reporting the clinic for insurance fraud and overcharging me. As well as negligent info before a procedure around correct pricing.Initial Complaint
05/31/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I have been unable to get a refund from United Surgical Partners International, **** (USPI) for several months despite multiple phone calls to their billing department and clear evidence that I do not owe them what I had paid. I arrived at the *************************** in *********, ** on 3/8/24 and was told that I had to pay $121.80 before they would perform the scheduled procedure because my insurance would not cover this portion. Subsequently, my insurer **************** Shield of Colorado) sent the billing company, USPI, 3 separate benefits statements indicating I owed nothing. After multiple phone calls that were not answered and voice mails that were not returned, I told them I would file a fraud charge with my insurer if there was no response. After threatening this, I finally got a return call on April 26 and a promise that I would receive a refund within 30 days. USPI still has not returned the money after this time elapsed. I contacted ********** on 5/29/24 and filed the fraud claim. The BC/BS investigator also tried to reach the ***************** and she said the phone rang for 6 minutes with no answer and there was no option to even leave a voice mail. The investigator said there wasnt anything else she could do. I was told by the business manager at ************ Surgery that multiple patients from their practice are having similar problems with this company.The phone numbers I have that *** be helpful are South ********************* ************ Billing is one of the menu options.Billing direct # ************ I really need your help to get this resolved. Thank you.Initial Complaint
02/20/2024
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
I had a colonoscopy through this center of 6/30/2022 and set up a 6 month payment plan. I made all the payments required and received a verbal confirmation from the billing department that my final payment was made on 10/10/2022. I confirmed with the representative that my balance was $0. On 10/30/2022, another charge from the auto-pay was made, so I called and it was reversed, which resulted in me getting a check from them dated 11/11/2022. On 6/8/2023, I received a statement for an unpaid balance of $152.79. On 7/3/2023, I received a Final Notice of an unpaid balance of $325.58. I spoke with ****** in the billing department (Ref. #*******) and sent accompanying screenshots of my bank statements confirming all of my payments. I was told I would hear back, but never did. This unpaid balance has now been sent to a debt collector. The total amount owed by me was $1600.08 Payments made: ******* (6/30/22)-227.76 (8/19/22)-152.79 (8/30/22)-113.88 (9/19/22)-152.79 (9/30/22)-36.11 (10/10/22)Initial Complaint
02/02/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I was having some economic difficulties and I asked them to lower my co-payment for my surgery from $480,00 to $300,00 which they agreed to. One of the managers even called me to tell me that it would not be a problem and it was approved. I paid the $300,00 but they did not keep their promise. They sent the remaining $180,00 to collections. I even went twice to their offices on the 3rd floor and their head nurse reassured me that she took care of the issue, that she talked to the billing department, and that there would not be any further problems. Of course it was a lie.Initial Complaint
12/26/2023
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
Initial payment of $1,341.10 on April 28, 2023. I made another 6 installment payments on 5/30/23, 6/30/23, 7/30/23, 8/30/23, 9/30/23, and 10/30/23. The total paid was $2,682.20. This payment was for a medical procedure. I received a letter form my insurance stating that I should have only paid $1,775.21. The nature of the dispute was an overpayment of $906.99. My insurance company has tried to reach out to no The business has not made an effort to resolve the problem. I cannot get an itemized billing or complete receipt of my payments (I received one receipt titled "****** TAN1" that shows some of the payment but not all)Account #: *****Initial Complaint
12/26/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
8/31/23 - patient at facility for out-patient procedure. The total estimated out-of-pocket after insurance was $2066.12. I made a partial payment ($1066.12) with the balance of $1000 to be paid in two $500 installments on 9/29 and 10/29 (auto draft from checking account). Insurance made a payment on 9/6/23 in the amount of $3576.58 and reflected patient responsibility was $1181.42. Memorial ******* drafted my account for the first payment, but they refunded $384.70 on 10/19/23 which should have resulted in a zero account balance. However, on 10/31, Memorial ******* debited my account for an additional $500. I have spoken with a rep ***** in patient accounts several times. She acknowledged the overpayment and has indicated the refund request was made. Three months have passed, and I have not received the refund nor been provided an explanation for the delay. Patient account #******.Business response
12/26/2023
Memorial Hermann ************* ********* *******) received a Better Business Bureau (BBB) complaint with identification # ********. As provided in the BBB correspondence, the Complainants concerns are related to a request for a refund following a procedure. Memorial ******* does not operate and is not responsible for the billing and billing-related activities for the location identified in the complaint, as United Surgical Partners International (USPI) operates the identified location. Memorial ******* respectfully requests that the BBB direct this complaint to USPI for investigation and handling. The BBB may contact *********************************, Senior Corporate Counsel Operations USPI at ****************.
If there are questions or concerns, I can be reached at ************.
Thank you,
*************************, RN **
Customer response
01/07/2024
I received a check on 1/5 for the full refund due to me. Thank you for assisting with this matter.Initial Complaint
10/23/2022
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
My surgery went well and all of the nurses and attendants were great. However, here it is October 22nd, and my insurance has still not received a claim for the surgery I had on my right foot on September 22nd, 51 days later!!!!! Because this surgery center ******** Outpatient, a surgery center under the umbrella of United Surgical Partners International) has failed to send a claim to my insurance, and therefore my deductible has not been met, I am unable to attend physical therapy. If this center would do its job and send the claim, my deductible would be met, and I could attend physical therapy free of charge. Instead, my options are to pay hundreds of dollars to attend physical therapy due to ******* surgery center's gross error or wait for them to be professional and do their job of which I am doing the latter as I cannot afford the former. I have paid the surgery center over $900 and my remaining payment of my payment plan is taken out on 11/3/22. Speaking with the surgery center's billing/claim department has gotten me nowhere. A representative from this department said she would follow-up on the matter after she spoke with her supervisor, and she has yet to do so (over 3 weeks ago). My surgeon has submitted their claims to my insurance and given the surgery center everything they need. This surgery center is a factory and doesn't care about the well-being of patients after they've gotten their money and are out the door. They are literally preventing me from attending physical therapy and getting back to 100% because they fail to do their job. No matter how good the nurses are, what's the point if you can't even attend physical therapy to rehabilitate following the surgery? I wrote the ethics line of the center's parent company, United Surgical Partners International over two weeks ago. I received a form response stating their front office was looking into the issue and have heard absolutely zero since then. How is it that United Surgical Partners Internationa
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Customer Complaints Summary
10 total complaints in the last 3 years.
9 complaints closed in the last 12 months.