Complaints

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

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  University of Colorado Medicine

  13199 East Montview Blvd. Aurora, CO 80042-1719

• 

  University of Colorado Medicine

  PO Box 111719 Aurora, CO 80042-1719

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:06/05/2025

  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 attached a picture of the bill from my ** visit. The ** doctor at the time did not want to admit me, and I agreed. I was waiting for labs and to be discharged, but they charged me for that time for waiting on lab results as supervised care. Ive been to the ** a couple times and this seems like a scam. I was never admitted to the hospital. Thank you for your time and assistance!-******

  Business Response

  Date: 06/06/2025

  Dear BBB:

  The uploaded document is for physician services obtained at CU Medicine, which is a separate entity from UCHealth and we do not have access to their billing. We have forwarded this complaint over to CU Medicine leadership and someone from CU Medicine will reach out to the patient. On the uploaded document, there is also a phone number and website listed that the patient can utilize to outreach CU Medicine billing.

  Sincerely,

  ***** *.

  Customer ********************************************** Experience

• Initial Complaint

  Date:05/29/2025

  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 am writing to formally address an ongoing billing issue regarding visits I had with ********* in late 2024 and early 2025. All visits were paid in full, including co-payments, and my insurance provider has remitted all amounts due to them. As of today, no balance should remain on my account.Despite providing receipts and proof of payment multiple times, I continue to receive billing statements for a visit that was already settled. After numerous attempts to resolve the issue, I received written confirmation from ********* stating that my account had been credited appropriately, and that the correct outstanding balance was $50, not the previously and erroneously billed $100. Based on this confirmation, I submitted payment for the remaining $50 and notified both the billing department and ******* ***** of the completed transaction.However, I was surprised to receive another billing statement this morning for the same visit, again reflecting an incorrect balance due. I have not returned to ********* since the final payment was made, and this charge is inaccurate.Attached are the following for your reference:The most recent email correspondence from ********* confirming the corrected balance My payment receipt for the $50 that was made shortly after receiving that email The new billing statement received today I have all other payment receipts made to this provider and this issue should be resolved with no further payments necessary. I respectfully request a prompt review and correction of this matter. If this issue is not resolved in a timely and satisfactory manner, I will dispute the previous charges through my credit card issuer. That said, I would prefer to settle this directly and professionally. This morning, I also opened complaints directly with the Colorado ************************ & the Colorado ************** Discipline and Enforcement Division.Thank you for your attention to this matter. I look forward to your prompt response and resolution.

  Business Response

  Date: 06/02/2025

  Hello,
  
  Thank you for forwarding this complaint and our apologies for any frustration that billing might have caused. We CU Medicine are responsible for billing professional charges while ********* bills for the use of their facility and staff during the encounter. The attached images appear related to CU Medicine.

  After review of the image containing your receipt, it has been confirmed that the $50.00 was collected.This was applied to the outstanding invoice but does not satisfy the patient responsibility according to insurance. Your insurance company has indicated through their explanation of benefits that an additional $50.00 is due as seen in the image of your statement.
  

  If you have concerns regarding your patient responsibility, please contact member services with your insurance company. If CU Medicine is missing an additional payment you have made, please submit proof of payment to the email address located in the email image you submitted.Lastly, your account has been reviewed, and all successful payments has been accounted for and applied to your account correctly. 

  Thank you, 

  CU Medicine

  Customer Answer

  Date: 06/02/2025

   
  Complaint: 23393899
  
  Im rejecting this response, as the bill in question was already paid on May 3rd. For your reference, Ive attached the receipt again.
  If this issue is not resolved promptly, I will be forced to dispute the charge as fraudulent, have the payment reversed, and then repay the invoice directly to ensure proper application of the credit that is currently being withheld. Thank you for your attention to this matter.

  
  Best regards

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

• Initial Complaint

  Date:04/16/2025

  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.

  Date of Transaction: 11/17/24 We took our daughter, ******, to an in-network urgent care facility. Per the attached bill you can see we were at ***************** ************ Upon arriving, we confirmed at checkin that the facility and doctor were in our insurance network and would be covered by insurance. Per our attached insurance card, urgent care visits cost us an $80 copay and 0% deductible. When we received the bill, it was for $831.05, not $80. We spoke with our insurance company about the discrepancy. They explained that insurance pays according to the doctor's coding on the bill and our bill was coded as an OUTPATIENT HOSPITAL NEW VISIT, not an *********** Visit. We spoke with CU Medicine and they will not correct the coding, leaving us with no insurance coverage and the full $831 to be paid out of pocket. We would like to pay what we owe - $80. Billing our visit as an outpatient hospital visit is inaccurate, misleading, and manipulates the financial services provided so that we do not have insurance coverage. When we went to an in-network urgent care facility, we reasonably believed our bill would reflect in-network urgent care coverage.

  Business Response

  Date: 04/23/2025

  Hello, 

  Thank you for submitting these concerns and we apologize for any frustration this situation may have caused. Coding guidelines are specific, and CU Medicine makes every effort to abide by those guidelines. We CU Medicine are a multi-specialty physician group that supply these locations and others with providers. Conversely, ****************** of Colorado (CHCO) is a pediatric hospital system with facilities throughout the region.

  
  ***************** *********** is owned by ******************, and they require we bill with place of service code 22 (outpatient hospital) for this location. However, different insurance companies may require that we bill certain locations with place of service code 20 (urgent care). Unfortunately, that doesnt appear to be the case in your situation.
  We have conducted the necessary coding and insurance claim reviews and unfortunately cannot make any changes at this time.  

  All the best, 

  CU Medicine

  Customer Answer

  Date: 04/24/2025

   
  Complaint: 23213288
  
  I am rejecting this response because:

  Thank you for the response.  Unfortunately, it does not resolve the issue at hand. 
  
  Your internal policy to use code ******************************************************* ethical. If some insurance companies force you to bill with a code that accurately reflects the type of facility and services rendered (code 20), then it seems blatantly obvious that your internal policy is manipulative and inaccurate. Our insurance for urgent care clearly states urgent care visits cost us $80. So, we visited an in-network urgent care facility (which was clearly marked *********** on the buildings signage and confirmed as urgent care and in-network at check-in and on our statement), and yet your bill elects to code it as something totally different and impossible for us to have known about in advance and that manipulates our insurance into thinking our service was for something other than urgent care. You cannot code a bill something that it is not, regardless of your coding preferences. 

  
  
  Sincerely,
  
  ********* *******

• Initial Complaint

  Date:04/05/2025

  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 am here to report CU Medicines incorrect coding and billing practice. I had an annual preventive checkup in 8/2024. I had nothing new to report, doctor found nothing new to warrant further diagnosis. CU Medicine charged my insurance not only a routine checkup code, but also an additional diagnostic code which my insurance refused to pay. I called and emailed CU Medicine since 10/2024. Each time I was told that they would review and get back to me but never did. I filed a dispute form but no update, Since 12/2024 I have not received new billing which makes me assume that the balance would be removed. I emailed asking for confirmation and were told to wait. Then I got a letter from a collection agency asking me to pay the whole amount! CU Medicine practices incorrect coding, refuses to fix error, makes false promise with no follow-up, and refers balance in dispute to collection without proper notice.Claim#: 1A7BP40, disputed code ********/09/24: first call requesting review, promised to review and get back to me 11/18/24: called again asking update, was told to wait for another 7-21 days 12/02/24: called for update, told to wait for another 7-14 days 12/18/24: called and told review found no error, nothing they could do, advised me to email ************************************************** 12/18/24: emailed with detailed info 12/20/24: got a reply saying the code ***** is correct, I replied that 1) I did not initiate any discussion just answering doctors questions. 2) all the conditions were known from last years visit by the same doctor and nothing has changed. I filed a dispute form.12/24/24: CU replied and promised to forward my form to team and will follow up in 3 weeks.02/23/25: getting nothing from CU, emailed again asking for update 02/24/25: got email saying submitted a request to team for update, will get back to me 04/04/25: still got no update, emailed again, waiting04/04/25: got a letter from collection agency asking me to pay the full amount

  Business Response

  Date: 04/08/2025

  Good morning,

  Thank you for bringing this matter to our attention. We understand the concern raised regarding the coding and billing practices for a recent preventive checkup, and we appreciate the opportunity to address these issues.

  During a routine preventive checkup, if any conditions or discussions occur that go beyond the scope of a standard preventive visit, such as addressing new or ongoing medical concerns, the visit is reclassified from a routine checkup to an outpatient visit. In these cases, the appropriate codes for the nature of the visit are applied, which may include outpatient visit codes in addition to the routine checkup code.

  
  Our coding department has carefully reviewed the charges in question and confirmed that the codes billed were accurate based on the healthcare providers documentation. We understand that the patient has initiated a dispute regarding the billed charges and opted to file for a medical records amendment. It is important to note that while this process is in place to address any potential discrepancies in the medical records, it does not stop the billing cycle, nor does it guarantee that the charges or providers documentation will be changed.

  
  We apologize for any confusion or frustration caused during this process. We value our patients and are committed to providing accurate and transparent billing practices. Should the patient have further concerns or questions, we remain available to assist them.

  
  Thank you for your attention to this matter.
  
  Sincerely,
  CU Medicine

  Customer Answer

  Date: 04/08/2025

   
  Complaint: 23165041
  
  I am rejecting this response because: The reason for coding a preventive care visit with an additional diagnosis code is a malpractice. If such were allowed, then there would be no "preventive" care unless you would shut your mouth during the whole process otherwise you would be discussing conditions with the doctor! I had 30 years of experiences using preventive care by other providers prior switching to CU Medicine doctors, and were able to discussion current conditions with them and never was charged as non-preventive. Also, the response did not address the problem of not providing prior-notice to turn the disputed balance to collection. CU Medicine doctors are some of the best, but its billing practice is terrible to deal with. I have already filed compliant to Colorado *************************. I knew all these complaints probably won't change a thing for CU Medicine because they are a monopoly in providing cares, but just hope people being hurt by them won't just keep silence.  
  
  Sincerely,
  
  ***

  Business Response

  Date: 04/21/2025

  Hello, 

  Thank you for your follow-up.Coding is based on documentation from the encounter and housed in a patients medical records. Unfortunately, this is not a situation of malpractice as the codes used reflect the services rendered and are supported by documentation from the visit. Our system has recorded 6 statements being issued in accordance with the patients notification selection. The last statement states, Please pay the balance in full today or your account may be placed with a collection agency in 30 days. Again, we apologize for any frustration the billing may have caused.

  
  All the best,

  
  CU Medicine

• Initial Complaint

  Date:01/28/2025

  Type:Service or Repair 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 have received 3 bills from the ************ 1. I have called the number on the bills over 3 times since 12/9/24 as my EOB from my insurance shows that I do not owe any more. Each time I call they say they will look into it but then choose to send me the same bills over and over again, telling me to pay them. The operators on the phone always say the back office is working on it and thats all the information they have. They cannot tell me where in the process they are. They say it takes 30 days for a resolution but it has not been almost 60 days and there is no resolution. This time while I was speaking a supervisor, ****, he hung up on me after he said he saw my EOB that shows I owe nothing but he couldnt do anything about it because he doesnt work in the back office. I simply want them to follow the *** that my insurance has provided them with instead of billing my for something that I dont owe. I a

  Business Response

  Date: 01/29/2025

  Hello, 

  Thank you for contacting ** Medicine where we value the patient experience. University of Colorado Medicine (** Medicine) is the regions largest and most comprehensive multispecialty physician group practice. The ** Medicine team delivers business operations, revenue cycle and administrative services to support the patients of over ***** University of Colorado School of Medicine physicians and advanced practice providers. These providers bring their unparalleled expertise at the forefront of medicine to deliver trusted, compassionate health care services across hundreds of specialties at primary and specialty care clinics as well as facilities operated by affiliate hospitals of the University of Colorado.

  Please direct this matter to the correct entity as we do not have record of communication with this patient, nor do we have outstanding lab charges. 

  Thanks, 

  ** Medicine

   

  Customer Answer

  Date: 01/29/2025

   
  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.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:01/23/2025

  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 received a statement from CU Medicine, ************* on their portal. I paid the amount. 1 week later the statement changed and other statement disappeared. In addition to new statement, I had a late fee and no reflection of payment. When I called they had no record of payment made in portal and it became my job ( 2 hours of time) to prove I payed. Which I did. I made a second payment in portal. Again, my old statement disappeared as did proof of second payment. I calledx4. I've emailed 3. Absolutely no follow up to my request of what I do actually owe, as it has changed drastically each time. No one can tell me anything, nor can they find my last payment again. Even with all this communication I received another statement today with no reflection of payment I have been discussing with them, but of course I am now charged a late fee for the payment that disappeared. I want this resolved. I am diligently attempting to pay my bill. What Ever it may be next and get my payments made accounted for. It is shear incompetentence.

  Business Response

  Date: 01/23/2025

  CU Medicine is the ************** regions largest and most comprehensive multispecialty physician group practice. CU Medicine provides billing services for over ***** physicians and advanced practice providers who are faculty at the ********* of Medicine (SOM).When you see a health care provider who is a ************** member, whether thats at a CU Medicine clinic, a hospital or clinic operated by one of our affiliate partners, the billing for the providers professional services will be processed by CU Medicine.
  UCHealth and ****************** Colorado are clinical partners of the ** SOM, and in many cases ************** provide care at their hospitals and clinics. When that is the case, you will receive a bill from CU Medicine for the providers professional services.Additionally, you will receive a separate bill from our clinical partners for the cost of their facility services, which includes their facility costs,equipment, and staff such as nurses.
  While you may receive two bills,they are for different charges the providers services, and the facilitys services. It is common practice among hospitals and health systems to utilize a split billing procedure for visits, consultations, and procedures. The bills are not for the same aspects of the visit, though they reflect the same date of service.
  As a patient/guarantor it is beneficial to know your rights and responsibilities when receiving care.Attached are two key images from the consent form that was signed prior to receiving services.
  
  In these instances, the provider is the expert and by signing this document you not only accept financial responsibility but also authorize them to provide healthcare services as deemed medically necessary in their professional judgment. At any point in time, you have the option to refuse the delivery of healthcare services (including telehealth) without affecting the right to future care or treatment and without risking the loss or withdrawal of any program benefits.
  We understand the cost of medical services can be expensive, but we want to assure you that our prices are comparable to that of other multispecialty physician groups. We do not charge late fees for payments not made immediately. Your health insurance has been utilized and an itemized statement has been sent to the address on file as well as uploaded to the patient payment portal.
  
  For any further assistance please contact us at ************.
  Thanks,
  CU Medicine

  Customer Answer

  Date: 01/29/2025

   
  Complaint: 22846586
  
  I am rejecting this response because:

  It is clear ********* cares little about its clients concerns. This obvious auto response that address nothing in my complaint and suggests I contact the same department I have reached out to by phone 12/09/2024 12/20/2025 1/09/2024 1/13/2034 and by email 1/14/2025 1/16/2025 1/22/2025. With no follow up to my basic requests. All documented.

  I recieved initial bill 11/7/2024 of $421.00 I called as my insurance had not processed and questioned bill. My ER visit was 10/30/24.

  11/20/24 my bill changed to ******. Again called as insurance had not received the er bill. **************** no payment due.

  12/04/24 Bill of ****** late fee added.

  12/10/24 ****** payment made to not have issues. Insurance still not processed. 

  12/20/24 statement received in portal of ******** due. No reflection of ****** payment noted. ********* called. Could not find payment.  I had to get bank statement and fax proof of payment made and accepted in their portal. Note, no reflection of the amount of ******** is now reflected in my portal statements attached.

  12/7/24 statement now $******.  ******** has disappeared. Called UC Health to clarify.  Stated this amount was correct. $500.00  Payment made and accepted 12/31/24  I have  confirmation email from **********

  1/7/25 statement $******. No reflection of $ 500. Payment ********* called. Unable to find. Expecting me once again to prove payment. Clarification requested for total of complete bill. $ ****** total? If so was ****** part of ****** total. Requested correct total amount due fir complete ER visit so I could complete payments. No follow up. Emails x 3 sent, follow up call with no resolution or answers. 

  1/21/2025 statement.  $ ****** late fee added. Still no response to requests. Still no credit for $500.00 payment submitted 12/31/24.

  My request is simple.

  1) The total amount due for my ER visit.

  2) My $500.00 paid and email confirmed by ********* is credited. 

   

  
  
  Sincerely,
  
  ******** M *****

  Business Response

  Date: 02/13/2025

  Hello, 

  
  Your original complaint indicates that you received a bill from CU Medicine of who you are currently communicating with. CU Medicine is a multispecialty physician group who partners with hospital facilities like ******** and ******************. You then continue to say you received a late fee and CU Medicine does not apply late fees, interest or additional charges outside of what was provided. Your follow up response lists days in which you called our department but, we CU Medicine do not have record of you speaking to us on those days.
  

  There appears to be some confusion between the two entities,where money has been paid, and who communication was with. When a patient visits a ******** facility you receive a bill from ******** for facility use, equipment,and staff such as nurses. If you see a CU Medicine provider during this visit you will receive a bill from CU Medicine for the professional services.
  

  If your concerns are related to UCHealth, you may visit their portal at My Health Connection | UCHealth Patient Portal | Login or Sign Up Today or by calling them at ************.
  CU Medicine strictly adheres to patient privacy laws which prevent disclosure of patient health info or billing details to a 3rd party or a public website like the BBB.

  CU Medicine addresses all complaints directly with patients. If your concerns are related to CU Medicine, please call us whenever convenient at ************ for account specifics. 

  Thanks, 

  CU Medicine 

• Initial Complaint

  Date:01/03/2025

  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.

  Inaccurate billing and misleading services rendered.

  Business Response

  Date: 01/08/2025

  CU Medicine is the ************** regions largest and most comprehensive multispecialty physician group practice. CU Medicine provides billing services for over ***** physicians and advanced practice providers who are faculty at the ********* of Medicine (SOM).When you see a health care provider who is a ************** member, whether thats at a CU Medicine clinic, a hospital or clinic operated by one of our affiliate partners, the billing for the providers professional services will be processed by CU Medicine. This balance is currently being reviewed by our ******************* Their function is to review and investigate an encounter for any potential errors or opportunities for further discount or adjustment. Upon completion of these reviews, patients are updated via email.
  
  For any further assistance please contact us at ************.
  Thanks,
  CU Medicine

• Initial Complaint

  Date:11/12/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I set up a payment plan to auto withdraw from my bank account. All payments were honored by my bank. Please see the attached screenshots. Now I am told that a payment didn't go through in June of 2024. Clearly, from my bank statements it did. Now they are saying that I still owe 63 dollars. I am so confused and the lady that called me hung up on me because she could only repeat that I missed my June payment. She hung up after she screamed "I don't know."

  Business Response

  Date: 11/13/2024

  Hello, 

  CU Medicine strictly adheres to patient privacy laws which prevent disclosure of patient health info or billing details to a 3rd party or a public website like the BBB. CU Medicine addresses all complaints directly with patients, and we make every effort to reach reasonable resolutions when we receive a complaint or concern from a patient. We apologize for the lack of assistance you have received as providing the answer I dont know is not sufficient. Please email this concern directly to ****************************************** for a recap of your payments and account history. In your email, please provide the below information. We look forward to hearing from you.

  
  Patients account number:
  Patients full name:
  Patients date of birth:
  Your relationship to the patient:
  Patients mailing address:  

  Thanks, 

  CU Medicine

• Initial Complaint

  Date:07/29/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ** Medicine has knowingly double-billed me for co-pays for services provided by their medical providers. None of these charges are for facility or equipment fees. My insurance does not allow for facility or equipment fees to be billed. Also, my insurance plan requires one (1) co-pay per visit for services provided by a medical professional. When I pay a co-pay in person, ** Medicine later bills me the same amount for the exact same appointment. I pay 99 out of 100 co-pays at the time of service. Four to six months later I receive invoices from ** Medicine claiming I have past-due balances and that I may be referred to a debt collection agency. Note: They have done this to me in the past for co-pays I had already paid at the time of service so this is no idle threat. Additionally, customer representatives at the ** ****************** billing department have at least admitted that I have paid the co-pay at the time of service. Despite what they otherwise state on the phone, they seem to clearly see those payments about 24 to 48 hours after each appointment. They continuously force me into a precarious position: 1. I pay the co-pay at the time of service and then must pay it again or risk being referred to collection; or, 2. I do not pay the co-pay at the time of service and receive a past-due invoice months later again risking being referred to collection. I have not received any useful advice about how to end this problem and it will take them, at minimum, 15 working days to begin reviewing which co-pays I paid at the time of serve. Even if they agree they must return my money, they first will use that credit to pay an outstanding invoices (for which I have already paid for at the time of service). I understand split-billing and that you bill only for providers; I do NOT pay facility fees to ** Health and have been billed for none; I have done everything correctly on my end; and, your organization KNOWS that you are double billing me.

  Business Response

  Date: 08/01/2024

  Hello, 

  University of Colorado Medicine (** Medicine) is the regions largest and most comprehensive multispecialty physician group practice. The ** Medicine team delivers business operations,revenue cycle and administrative services to support the patients of over ***** University of Colorado School of Medicine physicians and advanced practice providers. 

  
  Thank you for bringing these concerns to our attention and we apologize for any frustration our billing might have caused. Here at ** Medicine, we value the patient experience and strive to accommodate each our patients needs and preferences. Patients with insurance are billed 3 statements 30 days apart before the invoice is transferred to our outbound office. The outbound office then issues 2 statements 30 days apart before the invoice ages to collections.

  
  Payments can be missed or posted incorrectly but we work diligently to prevent this from happening. Certainly,if you have noticed any missed payments, we are more than happy to review those specific invoices. Sending in proof of payment is the best way to start that kind of review. If you suspect an error has occurred and not been addressed, we cand send you an itemized statement. You have spoken to our patient representatives who have advised of your accounts status. You have also spoken with leadership regarding the placement of copays. Collecting payments at the time of service might work for some patients but it doesnt work for all.

  
  Personally, I reframe from making payments at the time of service unless it is required to have the service. This ensures that I receive an accurate bill for an amount I know I have not paid or received. If you are concerned about not receiving a bill because of not making payment at the time of service, you can track the claim through your insurance portal. Tracking claims through your insurance portal helps in making correct payments according to the EOBs.

  
  We are contractually obligated by the insurance company to post patient responsibility per the explanation of benefits we receive. Additionally, if the way in which copays are collected at the time of service, transferred, accounted for and then posted does not work for you then you may change your preferences with the facility. You also can waive copays at the time of service. We apologize that our current process does not fully accommodate your needs, but the facility provides other options.  

  Thanks, 

  ** Medicine

  Customer Answer

  Date: 08/01/2024

   
  Complaint: 22062991
  
  I am rejecting this response because:

   

  This response does not address the central issue: CU Medicine is knowingly double-billing co-payments for the same office visit and for the same purpose without offering a solution to resolve the ongoing problem.

  It is ridiculous to ask a customer to avoid payment at the time of service. I should not bend to your practices, you should instead stop taking any co-pays at the time of service if your accounting systems cannot keep up.

  If I do not pay at the time of service, I will not be billed monthly. Most of my statements are for visits that occurred at least 60 days from the time of service (e.g., I received only 4 statements during the past 14 months) which puts every invoice more than 30 days "past due".

  Your statements clearly state in bold red letters that any payments that are past-due must be paid immediately or may be sent to a debt collector. Please change the language on your statements to reflect your response to this message so that you are clearly communicating to your customers the process you place upon us.

  It continues to be my experience that CU Medicine is quick to blame me and other entities (e.g., my insurance, CU Health) but cannot offer a simple resolution to this problem. Literally billing me two co-pays for the exact same office visit not only breaks the contract with my insurance (this has already been explained to your representatives by the insurance representative) but is a fraudulent billing practice.

   

  What is the solution? I have not been offered a single reasonable solution to break this billing cycle.  Given you have sent me to collection for services I had already paid for, I do not believe your explanation in your reply to this post.
  

   

   

  
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 08/07/2024

  Hello, 

  CU Medicine has billed in accordance with the services you received from our providers as documented in your medical records. We have issued statements indicating your patient responsibility after insurance. If there was a mistake in billing your insurance would have denied or notified us. This has not happened, all claims have been processed and after review of your account, we have not identified any double billing. This has been communicated to you on numerous occasions in which you spoke to our patient representatives and a member of leadership.
  

  If you have identified an error in which we are double-billing co-payments for the same office visit or collecting more than we should please send proof to ****************************************** so we may research and resolve. At this stage you have not provided details as to which dates of service we are double billing. Additionally, your account shows no record of collection agency intervention.
  

  Our practices work to accommodate most of our patients while aligning with industry standards. If the way in which copays are collected at the time of service, transferred, accounted for and then posted do not accommodate your needs you may change your preferences with the facility. You can also waive copays at the time of service. We understand your frustration and take your suggestions into consideration as we do with all our patients to enhance the patient experience. 

  Thanks, 

  CU Medicine

• Initial Complaint

  Date:06/22/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  SUMMARY I am filing this complaint due to severe billing discrepancies and inadequate customer service with CU ******************. Despite my efforts to resolve the issue, it remains unresolved.DETAILS - Initial Consultation and Estimate 11/22/23 Consultation for an injection (pending insurance coverage)Estimated Cost: $158.24 After my consultation, CU Medicine verified that the injection was covered by my insurance and provided an estimate of $158.24.- Injection 12/13/23 Service Received: Injection Estimated Units of J7318: 1 Actual Units Administered: 60 I proceeded with the injection based on the confirmed coverage and the provided estimate.DISCREPANCY In January 2024, I received a bill for $567.38, significantly higher than the estimate. The discrepancy arose because the estimate quoted one unit of J7318, whereas sixty units were administered.ATTEMPTS TO RESOLVE ISSUE - Phone Calls: Five No resolution, no call backs; informed that the discrepancy was due to the number of units.- Emails: Four No resolution ISSUES - Estimation Inaccuracy: The provided estimate quoted one unit of J7318, whereas sixty units were administered. This significant error misled me about the expected cost.- Lack of Transparency: The drastic difference between the estimated and actual cost was not communicated, resulting in a financial burden far beyond what was initially presented.- ********************** Despite continuous efforts over six months, including calls and emails, the issue remains unresolved with no follow-up from CU Medicine.DESIRED RESOLUTION I seek an adjustment of my bill to reflect the original estimated cost of $158.24 and a review of the practices that led to this error to prevent future occurrences.CONCLUSION The experience with CU Medicine has been frustrating and time-consuming due to their misleading estimate and inadequate follow-up. I appreciate your assistance in resolving this matter.Thank you for your attention to this complaint.Best,***************************

  Business Response

  Date: 06/27/2024

  Hello, 

  We do apologize that your experience with us has been frustrating and time-consuming, that is not the intent we have when communicating with patients. Additionally, we apologize that the cost estimate could not match more closely to the actual cost of services. We value the patient experience and try to provide the most accurate information possible. Transparency is key and that is why we include disclaimers to our cost estimates so that patients know what to expect.

  
  Attached is a snapshot of those disclaimers but the most important is that a cost estimate is not a guarantee of final billed charges. Your concerns have been taken under consideration and your account has been reviewed. Our phone unit began conversations with you and insurance on 01/31/2024.Communication has transpired regularly throughout the following months both via phone and email till most recently as of 06/21/2024.

  
  Updates on why the cost estimate is different than the actual price of the service and updates on the dispute have been provided. Our representatives have answered all questions to the best of their abilities given the information they had at the time. Your account has been reviewed by our phone unit, dispute team, client services, leadership, and our certified coding department.
  

  The coding department concluded that medical documentation of the encounter supports billing these services. We continued to investigate looking into why your insurance had processed the way they did. After speaking with a representative from insurance they confirmed processing was correct and charges were put towards your deductible. If you disagree with how insurance processed that would be a dispute to bring to their attention.
  

  Lastly, attached are two other snippets of the consent form you signed prior to receiving care outlining your financial responsibility.There are no guarantees in healthcare either with cost or care, but we do our best to outline everything for our patients. Charges match documentation,numerous reviews have been completed, insurance has been billed, and the remaining balance is patient responsibility.  

  Thanks, 

  CU Medicine

  Customer Answer

  Date: 06/27/2024

   
  Complaint: 21887685
  
  I am rejecting this response because:

  As Ive said multiple times, I read the disclaimers, hence agreeing to come in for the appointment. From top to bottom, I understand how the estimate was decided, it says it was done in good faith, it recommends I contact my insurance company, my insurance did not change and it indeed covered this care, my needs didnt change at the time of service, the treatment or services didnt change during the visit, and no other information was provided by my insurer, and I didnt have any additional bills for treatment or services my doctor provided/not included. So where in those disclaimers am I to be aware that the estimate is simply inaccurate?

  Communication has been absolutely awful. I contacted CU Medicine 11 times and received a response only 4 times, despite being told every time they would get back to me within a certain time frame and me giving them extra weeks before following up. Please reference log below:

  - 1/31 I called, they suggested I email
  - 1/31, I emailed, no response
  - 2/9, I emailed again, no response
  - 2/13 I called to check in on email, they said it was received but they are experiencing delays and that I would receive email back in 7-14 days
  - 2/16 Received response via email telling me to check in in 3 weeks
  - 3/9 Followed up via email
  - 3/13 Received response via email asking me to follow up in 4 weeks
  - 3/13 I responded to email
  - 3/27: Received response saying they would follow up in 3 weeks or sooner, no response 
  - 4/17: Called, spoke with ******, she said she would call back in 14 days, no response
  - 5/29: Called, spoke with *****, she said she would call back in 5-7 days, no response
  - 6/14: Called, spoke with ****, she recommended I ask for a Medical Amendment via email and said she would call back in 7-10 days, no response
  - 6/14: Emailed
  - 6/21: Received response. The FIRST time in 6 months anyone has told me Im responsible for bill
  - 6/21: Emailed back, no response.
  

  While yes, we have figured out why the cost estimate is do different have been provided it still boils down to the fact that the estimation department made an error in the estimate. I came in for a consultation where they decided what I needed. I left telling them that I would decide to schedule the appointment based on the cost. You provided an estimate by running my insurance, knowing the codes, etc. The issues it that NO WHERE in that process did ANYONE ask or tell me how many units I was getting. So yes, coding is correct, insurance is correct, thats all fine, Im NOT arguing that. 
  

  My argument is that at no point did anyone ask me or tell me the number of units I was to receive, despite the office already knowing since I came in for a consultation. So yes, even when I called insurance, they gave me the same cost you did because that was all the information you provided. Insurance processed it the same way I was expecting. The difference is, again, that I wasnt provided the correct information from you guys in the number of units I needed. 

  While I understand there are no guaranteed costs, I did every single thing I could do to understand costs prior to coming in. I came in for a consultation, I asked the office to make sure it was covered with my insurance, I contacted my insurance, and I received an estimate. For both the office and estimation department to not tell me I in fact needed SIXTY times the amount they had quoted and ran through insurance, is MANIPULATIVE. In NO WAY is that transparent or providing the highest patient care. 

  This treatment has been absolutely abysmal and Im hopeful you can see that and be reasonable. 
  

  Sincerely,
  
  ***************************