Complaints

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

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  UAB Medicine

  PO Box 55309 Birmingham, AL 35255-5309

  
• 

  UAB Medicine

  3029 AllisonBonnet DR Hueytown, AL 35023

  
• 

  UAB Medicine

  2001 3rd Ave S STE 450 Birmingham, AL 35233-2139

  
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  UAB Medicine

  301 20th St S Birmingham, AL 35233-2023

  
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  UAB Medicine

  1717 6th Ave S Birmingham, AL 35233-1801

  

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:02/08/2023

  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 insuranance has already paid on the bill that you sent to mobile as a collection and I am not paying on it

  

  Business Response

  Date: 02/16/2023

  In response to the recent Better Business Bureau complaint,*************************************** (***) *************** conducted a thorough review of the Patients concerns.  Upon further review of the Patients account and billing records within the ***************, we were able to ensure the accuracy of the outstanding balance and confirm the exhaustion of internal collection efforts.  According to the secondary-payers explanation of benefits the remaining balance is identified as patient responsibility.  
  We apologize for any confusion associated with the outstanding balance and welcome any future inquiries.  We hope that our common-sense approach and ongoing commitment to excellent customer service will encourage the Patient to continue to seek our services for any future healthcare needs.  Should the Patient have any questions, concerns, or request any additional information, we would ask that he contact *********************** at **************.

• Initial Complaint

  Date:01/19/2023

  Type:Customer Service 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 husband passed away on February 22, 2022 at UAB hospital. Due to employee error, the proper paperwork was never filled out when his body was transferred from the organ donation division to the morgue for autopsy. As such they misplaced his body for 10 agonizing days. This made an already unbearable experience far worse for myself. I thought I was losing my mind and had a recurring nightmare each night until they located his body.Fast forward to October 2022, I finally s**** up the courage to request his autopsy report. I called, asked ALL the questions. For some reason they would not e-mail the medical release form, I either had to pick it up in person (in Alabama, I now live in **********), have it faxed, or have it delivered by postal mail. I opt for postal mail for obvious reasons. 3 weeks later I receive the form. Fill it out, check all boxes. Mail it back a month ago. Call just now to find out what the turn around time is. They are still processing my request but they won't be sending his autopsy report because I was supposed to hand write that in on the form?NOBODY told me this! I asked the employee I spoke to in medical records what I needed to do and they said "Fill out the form, sign it, and send a copy of death certificate with the completed form." I did all of that.It should also be noted that the form they sent me was a xeroxed copy which read in part, "See back side for FAQ's". The back side of the page was BLANK and there were no other pages included.The woman I just spoke to on the phone in medical records a few minutes ago told me she would put a note in the file that I also want the autopsy report but that they probably wouldn't honor that since I didn't write it into my oriinal request and that I need to resend the form. I do not have a copy of that form so they will mail me another by postal mail and I need to repeat the entire process. This is unacceptable. The emotional pain I've suffered due to their incompetence is immeasurable.

• Initial Complaint

  Date:12/08/2022

  Type:Customer Service 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 grandmother was taken to the ** on December 6 th after test results from a check up didnt come back well. We stayed up all night waiting to get a room and to get transferred for more tests and scans. She ended up having to have surgery at ********* Towers 6 th floor at ***. The doctors found pancreatic cancer during the surgery. The doctor called the family in to let us know and told us normally only one person could go back to see her in recovery, but since we had such a bad outcome he would let us go check on her in pairs throughout the time we waited for her to get ready to go home. The RN ************************************** stopped us from going back with my 80 year old grandfather she finally allowed my mother to go. Then we went in groups of two to see her for less than 2 minutes each. Myself and my visually impaired uncle were the last two of 5 to go. She caused such a scene about the fact that we couldnt be with her by jumping out of the desk chair and raising her voice, my uncle walked off by himself and could have been harmed going off alone. I asked her to be seated and give us the time the doctor deemed we could have she preceded to come around the desk asking me what I said to her and getting in my face then starting screaming she was calling security. At this point it was late in the afternoon and my grandmother was the only patient in the unit. I just think in the healthcare field that compassion is something that needs to be required. She ended up going home 30 minutes after her explosion and the other nurses were beyond nice and let us be with her for the 2 hours it took to be discharged.

  

  Business Response

  Date: 12/12/2022

  I am the manager of ***** Services for *** Hospital. In response to this complaint, I will ask a Patient Advocate to contact the complainant to apologize for their experience and to gather pertinent information so as to identify the patient. Our advocate will assure her that we take her concerns seriously and we will escalate this matter to the appropriate senior leader. We will then document this complaint and send it to the Senior Director of the area where the nurse in question works, and ask that leader to provide re-education about compassionate communication to the nurse. Thank you for letting us know about this complaint, for it is often through the voices of our patients and their families that we are made aware of opportunities to improve. 

  *************************

  Manager, ***** Services

  ************

   

• Initial Complaint

  Date:12/05/2022

  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 got bill from *** to pay $730.00 for a service that I did not get. I was never seen by any doctors at ***. I made an appointment then I canceled the appt at ***. I never visited ***. I was never talked to any doctor at ***. I never gave them a written permission to obtain any record. I never gave them permission for treatment. I never gave them permission to obtain to re-read any old images or record. So why did they send me a bill of $730!!! They called me about it and I explained to them that. I thought they realized they did I mistake or error. Today I got mail from collection agent to collect a money for a service that I did not get! Here Im asking *** to provide me why did I get this bill? Which doctor did I see? Show me evidence that I gave you permission to do anything for me or to obtain record or review any of my records .. then Im happy to pay you otherwise I need explanation to how I got this bill. 31187355-31187357 Account number *******

  

  Business Response

  Date: 12/27/2022

  In response to the recent Better Business Bureau complaint,*************************************** (***) *************** conducted a thorough review of the Patients concerns. According to our records, in June 2021, the Patient contacted UAB Medicine in an attempt to transfer her care. The following month, ************************* Medical Center obtained tissue samples and referred the procured samples to UAB Medicine for consultation.  After the specimens were examined and interpreted, the Patient received an initial statement for the services rendered.  Over the course of the next several months, the Patient received an additional three-statements (identifying the physicians associated with her care) and outbound calls prior to placement with the collection agency.
  

  We hope that our detailed explanation and ongoing commitment to excellent customer service will encourage the Patient to seek our services for any future healthcare needs.  Should the Patient have any additional questions or concerns regarding our ongoing investigation of this matter, we would ask that she contact *********************** at ************** or **************.

  Respectfully,
  **************************, Esq.
  Manager, *** / *****
  Office **************
  Cell **************

• Initial Complaint

  Date:11/28/2022

  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.

  In October 2021 I went to *** hospital to have a port removed post chemotherapy. *** does not take my current insurance (I was unaware at the time, as I had changed insurance several visits before, and they chose not to attempt billing them for as long as 13 months after service, causing multiple issues with other visits). ***'s estimate for the cost of these procedure in 2021 was roughly $850, however they are billing me $3,724. When I requested a line item for why my bill is so much higher than their estimate despite everything going smoothly, I was given a "line item" form for "Operational Procedures" for $3,724 and no other break down. I have been going back and forth for over a year with the hospital to get this issue settled and have only been threatened to be sent to collections over an incorrect bill. My insurance at the time of procedure may have covered some of my other services I ended up paying out of pocket for, but because *** holds bills for over a year before filing them with insurance, I have already been stuck with 6 other bills that I paid previously and was told I had $0 balance and 0 pending charges before this one processed several months later. I am sick and tired of *** sending me incorrect bills that are far too high after they told me I was finally done having to deal with them. I recommend NOBODY ever go to this hospital as in my 2 years of service I never once received a correct bill, as more often than not I was overcharged by 10+ times the actual price with some even being as high as 25x too high before calling and waiting on hold for 4+hrs at a time to get the issue fixed.

  

  Business Response

  Date: 12/27/2022

  In response to the recent Better Business Bureau complaint,*************************************** (***) *************** conducted a thorough review of the Patients concerns.  Upon review of the Patients account and communication records within the ***************, we identified the need to contact the Patient and obtain additional information.  After speaking with the Patient, we believe that we were able to address the concerns outlined within his complaint and reach an equitable resolution of his outstanding balance.

  
  We apologize for any confusion associated with the billing process and any misinformation that *** have communicated while attempting to obtain resolution.  We hope that our common-sense approach and ongoing commitment to excellent customer service will encourage the Patient to continue to seek our services for any future healthcare needs.  Should the Patient have any questions, concerns, or request any additional information, we would ask that she contact *********************** at **************.

  Respectfully,
  **************************, Esq.
  Manager, *** / *****
  Office **************
  Cell **************

• Initial Complaint

  Date:11/22/2022

  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.

  On 11/23/21 and 12/13/21 my son *********************** (minor) received his first and second ***** vaccines at the *** drive up clinic set up at ********************. As we all know, the ***** vaccines were free of charge to everyone. On 1/7/22, I received the first bill from *** (acct # *************** charging me $16.45 for the 11/23 vaccine. I spoke with ****** on 1/7/22 at *** who confirmed I was billed in error & charge would be removed. I then received 2nd bill for 12/13 vaccine in *** of $25.90 (acct # ***************. I spoke with ******* on 1/28/22 who confirmed billed in error and charges would be removed. I got no other bills until 10/24/22 when charged $25.90 again for 12/13 vaccine with new acct # ********* & put into a self-pay status. Talked to ****** who said charge would be removed. Got another bill and called again 11/21/22. Spoke to supervisor ****** who now saying I owe the $25.90, was being charged for the ************** of the ***** vaccine, and who refused to acknowledge I was already told I was billed in error and refused to acknowledge ***** vaccines were FREE OF CHARGE to the public, insurance or not. She told me I provided no insurance - that was a lie. I provided insurance information for my son at the time of his vaccinations. I want this charge written off as I do not owe it. *** billing office has already acknowledge on several occasions that I do not owe this amount and was billed in error. They have now created a new account with the same old charge and trying to force me to pay an amount I do not owe. Per HRSA, providers cannot bill patients for the ************** of ***** vaccines.

  

  Business Response

  Date: 12/27/2022

  In response to the recent Better Business Bureau complaint,*************************************** (***) *************** conducted a thorough review of the Consumers concerns. Upon review of the Patients account, we acknowledge that providers are not permitted to bill for the ***** vaccine. However, providers are permitted to bill for the administration of the ***** vaccine.  In this case, the balance in question is derived from the administration of the ***** vaccine.  Given the confusing distinction and ambiguous information circulating within public domain, the *** *************** has agreed to adjust the balance to zero.
  
  We appreciate the Consumers feedback and apologize for any misinformation.  We hope that our prompt attention to this matter and ongoing commitment to excellent customer service will encourage the Consumers family to utilize our services for any future healthcare needs.  Should the Consumer have any additional questions or concerns, we would ask that she contact *********************** at ************** or by email at ****************.
  
  Respectfully,
  **************************, Esq.
  Manager, *** / *****
  Office **************
  Cell **************

  Customer Answer

  Date: 12/27/2022

   
  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.  I would like on record, however, that I learned upon speaking to ****** with *** today, other consumers were not charged for the administration of the Covid vaccine due to having health insurance.  I provided my sons health insurance information at both Covid vaccine appointments.  Somewhere along the way, they apparently lost his health insurance information or simply disregarded it completely.  I informed multiple people with *** when I spoke to them that I provided his health insurance at his vaccine appointments.  They continued to bill me.  So just want it noted they had his health insurance info and they confirmed today Covid vaccine recipients with health insurance were not billed as I was.  However, as they are removing all charges from my sons account, I accept this as their response.  
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:08/25/2022

  Type:Customer Service 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.

  UAB neglected updating insurance + known IT issues resulted in 2 invalid collections
  
  Here are the details:
  (All events are in 2022)
  
  I changed jobs in April & changed insurance. I provided my updated insurance through the online check-in process, during check in at my appointment, and called billing to update my insurance information.
  
  I (wrongly) assumed that each time I entered my insurance information, UAB would update their system with the correct insurance, bill my insurance, and then send me a corrected statement. UAB sent me 3 statements with incorrect billed amounts. Each time I called and explained, provided updated insurance information and was reassured that this time, yes silly, dear girl, this time the issue would be resolved and I would receive a corrected statement. They neglected to inform me that my account was escalating towards collections with each new statement, regardless of the fidelity of information. When I learned that I was in pre-collection (still waiting on my insurance to be billed) I paid my bill immediately.
  I received care on 6/30. UAB sent the bill to my insurance (******). ****** adjusted the contract and paid UAB on 7/13 (13 days). UAB sent the account to collections on 7/20 (7 days after **** paid UAB). No statement was issued to me. I called UAB several times and spoke to people who, although helpful, did not prevent a parallel incident from occurring a second time.
  
  On the second occasion, I received services on 7/28, **** paid on 8/11, and I received a collections notice on 8/19. I called UAB and the customer service representative assured me that, due to a known computer error people are being put in collections before their accounts are delinquent. The customer service rep 'reset' my 'dunning' number (escalation towards collections).
  
  Per UAB's FAQ: UAB has 30 days to bill insurance + 30 days to send statement to patient + 30 days to pay. I was sent to collections yet UAB continues to 'validate' the collection.

  

  Business Response

  Date: 09/14/2022

  In response to the recent Better
  Business Bureau complaint, the University of Alabama at Birmingham (UAB)
  Business Office conducted a thorough review of the Patient’s concerns. 
  Upon review of her accounts, supporting documentation and communication records
  within the Business Office, we were able to confirm that the invoices
  identified by the Patient were prematurely assigned to our collections
  vendor.  Although we are continuing investigate the details of the
  placement, we believe this matter to be an isolated incident involving human
  error.  In accordance with our desire to provide excellent customer
  service, the UAB Business Office would never permit a known computer error to
  assign balances to collections prior to their account becoming delinquent.
  
  The UAB Business
  Office would like to apologize for our failure to prevent the assignment of the
  Patient’s invoices and the miscommunication generated from our Customer Service
  Team.  We have taken steps to confirm that no actions have been taken that
  would have negatively impacted the Patient’s credit rating and provided
  feedback to the leadership of the Customer Service Team so that we may
  implement additional training.  We hope that our immediate response and
  ongoing commitment to excellent customer service will encourage the Patient to
  seek our services for any future healthcare needs.  Should the Patient
  have any additional questions or concerns regarding our ongoing investigation of
  this matter, we would ask that she contact ****** ***** at ***** ******** or
  ***** ********.