NYU Langone Medical Center

Review: Two years ago I visited The Miller Practice for a dermatology appointment. The doctor requested that I send one of my test samples to be immediately examined by a local lab, but when I mentioned that the lab seemed to be "out of network" for my insurance coverage, the office told me that they would take care of the cost and that it was necessary because we needed the results ASAP. After this was done, the lab billed me and threatened to send it to collection if I did not pay. I explained The Miller Practice was supposed to deal with them directly, but they said no one from The Miller Practice knew about the situation. I paid the bill to prevent it from going to collection and subsequently started contacting The Miller Practice for a reimbursement. However, it has been more than 2 years, they have stopped responding to my phone calls and emails, and no one has resolved my issue despite many roundabout discussion.Desired Settlement: Immediate reimbursement of lab fees incurred because of The Miller Practice's actions as agreed during my original visit and all subsequent conversations.

Review: The health center miscoded its claim to my insurer for a 100% covered service which led me to be billed for a balance. I have contacted the billing department numerous times and received conflicting information about what to. I contacted the physician and she resolved her claim immediately. As a result, my insurer paid her bill 100%. The hospital, however, handles its billing through a third party. They have given me conflicting advice and put my bill "in review" multiple times. They are aware of the miscoding but "can't do anything about it." Even though we have been in intense communication, they allowed their system to automatically put my bill in collection. That really is upsetting. I have an almost perfect credit rating. And while I understand that NYU Medical Center will not report me to credit agencies, RTR certainly will. This is wrong. Now I have been told that it is the physician's responsibility to correct both their bill and the hospital's bill for services. But also that I should once again wait for them to take action. I feel that all my waiting has done is allow the clock to run out and for my bill to go to collections automatically. It feels awful to have connected with people but then to have a computer program transfer my bill to collections like some widget on a conveyor belt. I have tried to deal with this in a straightforward way. I want NYU to contact the collection agency and retrieve the bill. I want them to contact the physician's office themselves to fix this given they have given me conflicting information that meant I was not taking the correct action - which I have always been willing to do. Thank you in advance for any help you can provide.Desired Settlement: I want Revdex.com to contact NYU and alert them to this complaint. Maybe that will help clarify their thinking and they will take action.

Business

Response:

I am writing in response to your request for review dated November **, 2013 regarding a billing concern for [redacted] May **, 2013 procedure. Complaint ID number [redacted].

I have been communicating with [redacted]’s insurance company and our coding department to address her concerns. Our coding team reviewed and updated her hospital account appropriately. We have sent a corrected claim to the insurance. We have communicated this information to the [redacted]. Please allow additional time for the insurance to reprocess.

[redacted] account has been withdrawn from RTR. Please be assured that her credit rating will not be impacted. We will contact [redacted] once her insurance reprocesses.

Please feel free to contact me with any questions or concerns.

Thank you

Review: On 3/2014, I was referred by my rheumatologist to have physical therapy done at NYU Medical Center after I saw her (she is an in network provider at NYU as well). I specifically asked physical therapy department if they are in my health plan network. I was told that they always do the benefit verification before they could give patients any appointments. Few days later I was notified by NYU that the service is 100% covered by Blue Cross/Blue Shield and I am only responsible for $20 co-pay for each visit. Appointments were given afterwards and I had physical therapy done during 3/2014 and 4/2014 (therapist was assigned to me by the department). I was asked to pay $20 co-pay whenever the person who was in charge of co-pay was there.

On 6/2014, I started receiving bills from NYU for physical therapy because BCBS denied payments. NYU claims that BCBS didn't advise them that under my plan, physical therapy benefits are covered by BCBS but only following an emergency room visit, ambulatory surgery, or impatient admission within 6 months. I called both NYU and BCBS many time trying to solve this issue. On 3/**/2015, I finally got a letter from Patient Relations stating " While it is disappointing to learn of any miscommunication, we encourage our patients to understand their insurance benefits prior to any appointment".

Based on my conversation with NYU physical therapy department, they first did my benefit verification with Medicare (I am a 40+ years old patient!). Then they didn't do my verification with BCBS correctly. If NYU indeed "encourages" their patients to understand their benefit and be responsible for any outcome, the hospital should not take control of this benefit verification process and pass the wrong information to patients. They should ask patients to do verification by themselves. Patients also should have rights to make appointments and choose doctors or therapist as they wish, if they are responsible for their own actions. On the other hand, if NYU chose to take control of this verification process, they should be the one who is responsible for any mistakes they made.

I also have option to see other in-network providers under my another insurance (I have NY State Insurance so I have a split policy with BCBS and United Healthcare). NYU physical therapy department is not an in-network provider with United Healthcare. They must know this when they did the verification of the benefits. Why did they hide this information from me? A new law went into effect March **, 2015 that protects consumers from surprise bills when services are performed by a non-participating doctor at a participating hospital or ambulatory surgical center in insurer's network or when a participating doctor refers an insured to a non-participating provider. My case is a perfect example of surprise bill.Desired Settlement: I should not be responsible for $919.75 (physical therapy done in 3/2014) and $432.76 (done in 4/2014). We all taught to be responsible for our own mistakes. NYU is no exception. They should review their verification and appointment process, better train their staffs and be honest to their patients.

Business

Response:

I am writing in response to the patient’s complaint, Revdex.com ID [redacted], regarding outstanding balances owed for physical therapy services rendered. A thorough review of the patient’s hospital accounts was performed. In verifying her benefits prior to service, we were advised by her insurance carrier, BlueCross BlueShield, that these services would be covered based on medical necessity with an expected out-of-pocket payment responsibility of $20 for each visit. We subsequently submitted claims to her insurance carrier. These claims were denied for medical necessity. BlueCross BlueShield clarified the denial and notified us that she was not covered for physical therapy services unless occurring within six months of an emergency room visit, ambulatory surgery, or inpatient admission. We were notified she had not met this criteria. When we verified the patient’s benefits on 3/*/14, we spoke with a representative at BlueCross BlueShield ([redacted], call reference #[redacted]) that did not advise us she did not meet this criteria. The patient is encouraged to contact her insurance carrier for further clarification on her coverage and benefits. Because the patient’s insurance carrier deemed these services non-covered, we applied a 75% self-pay discount to the balances owed. The amount reflected in the patient’s billing statements is the discounted amount. We also encouraged her to apply for financial assistance if she had difficulty with these balances and provided her information about our Financial Assistance program. The patient declined. Thank you again for allowing us the opportunity to respond. NYU Langone Medical Center is dedicated to providing world class care to all of our patients and their families.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

As Blue Cross Blue Shield (BCBS) told me before, they have no record of the reference number NYU mentioned. They were unable to locate [redacted]. as well. I called BCBS again this morning (10/**/2015) to make sure, I got the same answer (Call reference #[redacted], Representative Danielle C.). BCBS also stated that for verifications, they always give the complete coverage information. After all, this is what verifications are for. If NYU indeed believes that BCBS gave them the incomplete coverage information (on NYU's 3/**/2015 letter to me, NYU called it "miscommunication"), then NYU should work this out with BCBS. I should not be punished for someone else's mistake. NYU and BCBS has contract too. Last but not least, on my case, NYU had never offered any help on their own to solve this problem. BCBS and I were the ones who pushed NYU to go over the billing, resubmit the claims or work with United Healthcare to see if I could be covered. NYU had never offered me any financial assistance neither. I was referred to someone in Patient Relations but that person actually works in Financial Assistance Office. He "mentioned" to me that their office can help if my case was not solved. ]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I am writing to express my concern and outrage over a billing problem concerning my medical insurance and a medical procedure that I recently went in for at the NYU Langone Medical Center, in New York City. On February [redacted], I went in for a flouro-guided injection to relieve some of the pain in my shoulder related to a fall that I took around the time of Hurricane Sandy. What I am upset about is that the billing for the medical procedure was around $1,421. My insurance company paid $1,978 toward the procedure. I am also being billed another $433 by the hospital. If I send in my payment, the hospital will be getting almost $1,000 more than what they billed for the medical procedure. When I asked an Aetna insurance company representative about this, I was told that it wasn't my business what they agreed to pay toward a medical procedure. When I asked the business office with the hospital about the charges, they told me that they billed what they were told to by the insurance company. The bill I have gotten from the NYU Langone Medical Center is $51 more than the amount I was supposed to be billed. The last person I spoke with in their business office asked me for the co-pay and deductible amounts. I found it very strange that they had to get this information from me, when they told me that they were billing me what the insurance company told them to bill. I'd really appreciate an explanation of why anyone should have to pay an extra $433, when their medical insurance company paid $1,978 on a $1,421 medical procedure. If you'd like any documentation concerning this mater, please let me know. I'd appreciate any help or suggestions you can make concerning this issue.Desired Settlement: My understanding is that the hospital has already been paid hundreds of dollars more than they billed. I'd like the bill that they are sending me to be reduced to $0. The conversations I've had with the insurance company and the hospital representatives haven't explained why I should pay more.

Consumer

Response:

At this time, I have been contacted directly by NYU Langone Medical Center and School of Medicine regarding complaint ID [redacted], however my complaint has NOT been resolved because:

I have been in contact with NYU Langone Medical Center along with Aetna, my insurance company concerning what I have been billed. At this point I have received five bills from NYU Medical but have not received a bill for the correct amount. I have spoken with their representatives along with Aetna's representatives over a dozen times at this point.

Sincerely,

Review: I was admitted to NYU Langone Medical Center on July [redacted], 2014 for an overnight stay and medical tests because of an attack of diverticulitis. After my insurance company, United Healthcare reviewed my invoice, they determined I owed NYU Langone Medical Center $2.082.84, which I paid on September **, 2014. A month or two later, United Healthcare reassessed my claim and determined I only should have paid NYU Langone Medical Center $210.00. I've been in touch with their accounts payable office for the past six months and have not received my reimbursement for the money they owed me. That said, I escalated my complaint to a [redacted]s office at NYU Langone Medical Center and they went back to United Healthcare asking them to reassess my claim yet again.

On February **, 2015, United Healthcare determined that I now should have paid NYU Langone Medical Center out-of-pocket $667.62. I've been in touch with [redacted], [redacted] at NYU, since then and have still not received the money they owe me: approximately $1,415.20 (USD)Desired Settlement: NYU Langone Medical Center owes me approximately $1,415.20 (USD)

Business

Response:

Patient has been refunded.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

Please know I did speak to another "[redacted]" yesterday at NYU Langone Medical Center who assured me they are processing my refund and will overnight a check to me by early next week. That said, they've been promising my refund for the past six months. It's one of those situations where I'll believe it when I see it.In the meantime, I would like to keep my complaint active until NUY Langone makes good on their promise.Best -[redacted]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.Sincerely,[redacted]

Business

Response:

In reference to the above complaint, as indicated in our response a refund check was issued to the complainant. The refund check was overnighted via [redacted] to the patient’s home address on 4/**. The complainant had the check forwarded to his work after an attempt to deliver it to his home was made, as per his request. I had spoken with him and he confirmed receipt. We have confirmed that his check was cashed on 4/**/15. Please see attached. Password to follow.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.Sincerely, [redacted]

Review: I was referred to this facility by my DR. for an MRI of the brain. It was not an emergency and I called them twice to confirm that they were in my network - I even called their billing department and was assured they were in network. I also asked at the desk as I went in to get the MRI - everyone I talked to at this business assured me they were in my insurance network.

In fact they provided a dr who does not accept my insurance - and who is billing me $1,200 for examining my mri.

My insurance has a $1,200 deductable on out of network care - and I would not have done this procedure at this facility if they had been honest and told me that it would involve out of network services.

I feel like I am being robbed and that the facility and physicians involved are abusing the system and the special trust we place in them as doctors - a regular business would not get away with this.

Both the amount of the bill and the fact that they did not inform me when I asked repeatedly about whether they were in network are outrageous.Desired Settlement: I would like to get the bill reduced to a reasonable amount - I would like facilities to have to inform you if you ask (and they have reasonable cause to know) that some services may be out of network.

You should have the ability to check a box and say no out of network services can be provided without my express consent

Consumer

Response:

At this time, I have not been contacted by NYU Langone Medical Center and School of Medicine regarding complaint ID [redacted].

Sincerely,

Review: Before checking in at NYU Langone Urgent Care, I asked the person at the front desk if I would be treated by a physician who accepted my particular insurance, [redacted]. The NYU employee told me yes and proceeded to check me into the Urgent Care Center.

Upon receiving my bill, I was billed for services from an out-of-network physician at a rate of $365. My insurance company a) took $50 off the $365 before applying my out-of-network coverage rate of 60% due to the charge exceeding recognized charges for the same service. AND, as noted only covered it as 60% of the $315 that they recognized because NYU billed me for an out-of-network doctor - whom I might add I didn't even see (I saw a more [redacted]). Assuming I was billed as described before I checked in for in-network services, taking the rate of $315 and multiplying it by my coverage of 80%, leaving me to pay the remaining 20%, means I should have paid at most $63 for this service.

I contacted the hospital billing group about this matter on numerous occasions. They opened a case to investigate, and got back saying it was too bad they can't control who see's me. We then came to an agreement that I would send them $126 for this service, to account of the $50 over charge per the insurance's notes being taken out of my prior total ($176 they asked me to originally pay). I faxed in my explanation of benefits to prove this and thought all was settled as I sent in payment for $126.

Months later, on March ** 2014 I received a notice from a collection agency saying I owe $50. So it appears rather than calling me about this, a matter that we had already settled, they sent me to collection.

I've wasted so much time on the phone with these people trying to sort this matter out but it seems nobody can get anything right and now they're too lazy to even try and do their jobs properly, and sent me straight to collection.Desired Settlement: A) I want this collection agency off my back, and I want to make sure this stays off my credit. Whatever NYU needs to do to cancel the collection agency coming after me for the $50, I want NYU to do IMMEDIATELY.

B) I want my account to be adjusted properly as I do not owe the $50

C) I want to be billed as if the services I received were in network, and therefore refunded an additional $63 which was already paid over and above what this service was supposed to be billed to me as per NYU's word when I checked in

Consumer

Response:

At this time, my complaint, ID [redacted] regarding NYU Langone Medical Center has been resolved.

(By clicking "OK", your complaint will be closed as Resolved.)

Sincerely,

Review: I received a surprise collection notice in October 2015 from [redacted]. I called [redacted] collections to get the details, and they advised that I had a bill past due for 25 dollars. When I asked what for, they stated I had a no show for an appointment with a doctor. Puzzled because I had not had any appointments that I missed in recent memory, I requested a dispute, and they advised that I speak with NYU billing.

I promptly called NYU and spoke with a great customer service rep that looked at the billing detail. She found that the actual no-show fee was partially collected from a co-pay I made when I saw my ENT in August. She immediately recognized that this was incorrect and started the process of fixing that issue. She then explained to me that my no-show was for an appointment I had with my ophthalmologist for July *. I remember that appointment clearly, because I was called away on business travel that week... and I called and cancelled the prior Friday 6/**. I then explained that this had to have been a mistake by the Doctors office, as this facility was in transition from the Huntington Medical Group, to NYU Langone, Huntington. I had some other appointments in May, June and July and the office was a hectic mess of people learning the new appointment, billing, etc... systems. All office visits for patients were late, and the entire facility was in a state of chaos. I said it was probably just overlooked because of the new system.

She recognized that, and said she would remove the bill from collections and have it wiped from my record.

3 weeks later, I received another collection notice from [redacted]. This time it stated I owed 50. I called [redacted] thinking it was just a timing issue, but the person I spoke with stated they saw the adjustment, and removal from collections. But then saw it was resubmitted to collections a week before my second notice from them. So... I called NYU billing for an explanation.

The rep from NYU located the account and said I was responsible for this bill. Afetr explaining to this person what happened before, he stated there was nothing he could do. Further, he stated that they recognized that I called to cancel the appointment with the ophthalmologist on 7/*, but I never cancelled the appointment with the same ophthalmologist on 7/*... and that was why I was billed the no-show.

Feeling puzzled again, I asked the rep to use a little common sense. Why on earth would anyone make two appointments, on two different days, and two different times, for the same exam? He could not explain it, but using his robot speak.... went back into stating there was nothing he could do.

Exacerbated at this point, I called the Dr office directly. Their hands are tied because they can only review bills up to 5/**, and anything after has to go through NYU. I have to recourse, and no way to prove I cancelled the appointment. On the other hand, they have no way to prove I never showed up for an appointment. I let them take me to court over the 50 dollars and let a judge sort it out if I have to. This is about scruples and principle.Desired Settlement: I would like to have the 50 dollars wiped from my account. Its chump change compared to how much I have paid this group as a patient over the past 10 years. I'll be taking my business and healthcare needs elsewhere, to people that have the ability to think on their own... rather than a corporate juggernaut with minions performing daily operations.

Consumer

Response:

At this time, my complaint, ID [redacted] regarding NYU Langone Medical Center has been resolved. I was able to contact and explain the issue to a representative of the old billing system. She was able to remove the bill from my account. I did NOT resolve this through NYU Langone, so let the record show that. This was resolved through Huntington Medical Group, directly.

(By clicking "OK", your complaint will be closed as Resolved.)

Sincerely,[redacted]

Review: on 09/**/2014 I took my daughter to NYU Langone because she fell from the bed and had some blood coming out of her nose.

We arrived at the NYU facility and they checked us in the E.R.

We waited for 20 min in the hallway of the ER with other patients and then a doctor arrived checked on my daughter nose and told us that everything was fine and do not worry about.

For this 2Min service in the hallway of the NYU ER I was billed $2,300 less $345 deducted probably my insurance covered only that ammount so they are asking a Total of $1955Desired Settlement: 1) I already paid $345 for a 2Min service in the hallway of the ER which I believe are more then enough to cover their expenses.

2) I would like to don't receive any more letter from NYU saying that I owe them any money.

3) Closing this matter ones and for all before 06/**/15 in order to don;t receive any collection letters that could ruin my Credit Score.

Business

Response:

Dear [redacted]: I am writing in response to the complaintant's dispute of the the outstanding bill of $1,955 for his daughter’s encounter. Upon receipt of a previous Revdex.com inquiry, ID# [redacted], a thorough review of her urgent care visit was performed. Based on our review, a corrected claim was submitted to the patient’s insurance company, [redacted], for reprocessing. After reprocessing, the patient deductible was reduced from $2,805 to $1,955. The complaintant was contacted on December [redacted], 2014 to be advised of the new amount [redacted] applied to his deductible. At the time of this call, he expressed an inability to pay his deductible. We provided him information about our Financial Assistance program which is available to eligible patients based on income and needs. After our conversation, he was sent a Financial Assistance application. The application has yet not been returned to us. Thank you again for allowing me the opportunity to respond. NYU Langone Medical Center is dedicated to providing world class care to all of our patients and their families. Sincerely, [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[First of all I wanted to say that my daughter went thorough a review by a doctor that was available in the ER facility and nobody said the opposite, we are just saying that we were in the ER for about 30min and the doctor looked at my daughter in an hallway of the ER for about 5min and told us we could go, they are asking $1955.00. I will not send them back the Financial statement not because I have something to hide but because I think that $1955.00 to pay for a 5min visit is just to much. What I don't like is that since everybody has an insurance and the insurance pays for their bills people don't realize how much Hospitals charge, they just take advantage from people that don't understand or just don't care that they are paying to much, but not me.Again my position in the matter is the same I will not pay the $1955.00 since the insurance already paid a deductible. Thank you and Best Regards,[redacted]]

I am writing in response to the complaintant's dispute of the the outstanding bill of $1,955 for his daughter’s encounter. Upon receipt of a previous Revdex.com inquiry, ID# [redacted], a thorough review of her urgent care visit was performed. Based on our review, a corrected claim was submitted to the patient’s insurance company, [redacted], for reprocessing. After reprocessing, the patient deductible was reduced from $2,805 to $1,955. The complaintant was contacted on December [redacted], 2014 to be advised of the new amount [redacted] applied to his deductible. At the time of this call, he expressed an inability to pay his deductible. We provided him information about our Financial Assistance program which is available to eligible patients based on income and needs. After our conversation, he was sent a Financial Assistance application. The application has yet not been returned to us.Thank you again for allowing me the opportunity to respond. NYU Langone Medical Center is dedicated to providing world class care to all of our patients and their families.Sincerely,

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: My daughter, [redacted], Patient # [redacted], is a student at NYU ad was seen at NYU Langone for outpatient urgent care in 2012. In 2013 NYU Lagone charged my credit card the ENTIRE amount of the service, versus filing with my daughter's primary and secondary insurance. I have contacted NYU Lagone's billing department several times since February 2013, when this was first noticed. They have continued to provide excuses as to why they did not file or when I will be provided reimbursement. Nothing has materialized and it is evident and NYU Langone admitted that their claim's/ billing department failed to submit the claim for services within a timely manner. At this time, they have yet to file to receive reimbursement and obviously do not think it is necessary, since they have my money illegally and erroneously! It is also evident that NYU Langone is taking advantage of the situation - meaning that they are taking advantage of a young university student with parents that are serving overseas. Langone should consider how this will look when it appears in an Op-Ed or on a national news channel. Additionally, NYU Langone is in violation of its contractual preferred provider agreement with Blue Cross Blue Shield Federal Employee Program, by billing me the ENTIRE amount of the service! I will be contacting my U.S. Senator and every New York consumer advocacy agency if needed. I also will have my attorney contact NYU Langone if this matter is not handled to my satisfaction immediately. I have given NYU Langone EVERY opportunity to correct THEIR error, and NYU Langone has failed miserably with their customer service and reimbursing the full amount to my credit card, which NYU Lagone billing department stated it would do many times. Patient care and customer service is not NYU Langone's concern - money is!Desired Settlement: Refund the full amount charged or face legal action that will cost NYU Langone Medical Center more than the amount of the bill.

Consumer

Response:

At this time, my complaint, ID [redacted] regarding NYU Langone Medical Center and School of Medicine has been resolved.

(By clicking "OK", your complaint will be closed as Resolved.)