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Business Profile

Emergency Room

UCHealth

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Emergency Room.

Complaints

This profile includes complaints for UCHealth's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 70 total complaints in the last 3 years.
    • 26 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/18/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      A scheduled surgery (took 4 months to get)was canceled at 8;45 pm the night prior to the surgery the appointment was set for 10 am, this was done done to 40 patients is what I was told, I was told to just call in the next morning to see if they could reschedule it, they didnt care about my time nor care about rescheduling. I called back to the number that the employee had given and it just rings and rings no answer no voice mail. They have no idea when it can be rescheduled,also, they billed me prior to any procedure and made me pay it prior, I asked for an explanation and they said sorry only. I still never received an explanation why they did that or what the bill was for.

      Business Response

      Date: 07/18/2025

      Dear ******* P:


      The ***************** Experience/Hospital Billing team has forwarded ****** Eudaleys complaint to the Practice Administrator and Nursing Supervisor of General Surgery.  Requesting that they review the patients complaint and contact him.


      Sincerely,
      ***** M
      Escalation Manger ***************** Experience
      Hospital Billing UCHealth 

    • Initial Complaint

      Date:06/17/2025

      Type:Order Issues
      Status:
      Resolved
      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.

      Dear *******,

      I wanted to send you an update on my case (#********). I was unable to update you accurately before now because things were pending and UC Health kept giving me timelines that later went unfulfilled. Where we are at:

      - A UC health person called me back but was unfamiliar with the case. She attempted to escalate things through the billing department. She was the only helpful person I talked to and followed up with me a day later.

      - ***** J called me and left a voicemail two days after the initial call stipulating to call her back between the hours of 9am-3pm. She also sent me a message through the portal.

      - I called her back a day later at around 2pm and left a message. To this day, I have not heard back despite attempting to call her several times. I'm seriously considering looking at my options if the billing department continues to keep playing these games.

      Best,

      *****

      ld recieve a call and not to do anything yet. Again, no one called and my further attempts to connect them led to voicemail or silence. Today, I got a text saying they would send me to collections if I didn't pay. I did to avoid the hit to my credit, but this is extortion. I was originally OK with hearing them out, but after the ghosting and extortion, I would like the difference refunded to me. Thank you for your help. I'm happy to provide anything else needed. The attached screenshot is one of the latest communications I sent after many attempted phone calls.

      Business Response

      Date: 06/17/2025

      Dear BBB:

      UCHealth appreciates the opportunity to review and respond to patient feedback.

      The hospital addresses all complaints directly with the patients, as the **************************** adheres to patient privacy laws which prevent disclosure of patient health information or billing details to a 3rd party or a public website, like the BBB.


      An Escalation Manager will address this complaint directly with the patient. 


      Once again, our sincerest apologies.


      Sincerely,

      ***** *.
      Escalation ************************** Experience 

    • Initial Complaint

      Date:05/06/2025

      Type:Billing Issues
      Status:
      Resolved
      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.

       
      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.

      Should the billing/facts not be fully and impartially reviewed and considered, I will not accept accept UC Health's response.  Tha facts of the case are very clear and that fact is billing was incorrect and UC Health refused to follow through on adjusting.


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

      how to pay the bill (no way online, no address to send a check, etc.).Apr 21, 2024: We requested help in accessing how to pay the bill...nothing on online for us to access & we were given no address to send payments to.May 15, 2024: Submitted a letter, via **** to UCHealth to relook at billing and to submit it our insurance company. Sent this to the address as instructed.Jun 17, 2024: No response from UCHealth, I followed up w/ online agent.Jun 27, 2024: Received a letter from UCHealthBusiness services. **** indicated that we were only charged for 2 Inhalation Treatments & the hospital decides that severity of an ER visit independently of what the attending physician does. Letter said they wouldn't reconsider any more contentions (or facts), matter closed.Jul 2024-now: Complaints filed w/ the State of Colorado AG, our insurance company, and a health care advocate. We received an email in May 2025 from ******** stating that it was a year past the ************ couldn't help us.

      Business Response

      Date: 05/07/2025

      Dear BBB:

      UCHealth appreciates the opportunity to review and respond to patient feedback.
      The hospital addresses all complaints directly with the patients, as the ******************* - UCHealth adheres to patient privacy laws which prevent disclosure of patient health information or billing details to a 3rd party or a public website, like the BBB.
      An Escalation Manager will address this complaint directly with the patient. 
      Once again, our sincerest apologies.


      Sincerely,

      ***** *.
      Escalation ************************** Experience 

    • Initial Complaint

      Date:04/24/2025

      Type:Service or Repair Issues
      Status:
      Unresolved
      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.
       
      Complaint: 23245670

      I am rejecting this response because:  I prefer your hospital to contact me through the BBB. The business will not respond to my complaint without BBB's assistance. 

      Sincerely,

      ****** ****

      Business Response

      Date: 04/24/2025

      Dear BBB:

      UCHealth appreciates the opportunity to review and respond to patient feedback.


      The hospital addresses all complaints directly with the patients, as the *************************** - UCHealth adheres to patient privacy laws which prevent disclosure of patient health information or billing details to a 3rd party or a public website, like the BBB.


      An Escalation Manager will address this complaint directly with the patient. 


      Once again, our sincerest apologies.


      Sincerely,

      ***** *.
      Escalation ************************** Experience 

    • Initial Complaint

      Date:04/24/2025

      Type:Product Issues
      Status:
      Answered
      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.
       
      Complaint: 23237524

      I am rejecting this response because:
      This response is not acceptable.
      I have already contacted UCHealths Patient Representatives multiple times through both phone, email and social media. No action was taken. There was no follow-up, no investigation, and no resolution of my complaint. Redirecting me again to that same channel - which has already failed - is not a resolution; it is an intentional deflection.

      This complaint involves medical negligence, failure to disclose provider credentials, and a potential violation of state regulations requiring healthcare providers to accurately represent their qualifications. I was treated by someone I later discovered was a physician assistant - not a doctor - and this was never disclosed to me at the time of care.

      That omission is material and may constitute consumer misrepresentation.
      I have now filed complaints with:
      The Colorado Department of ******************* (****)
      The Colorado Attorney Generals Office
      and of course BBB.

      I am requesting:
      A full refund for the visit in question
      A formal acknowledgment of the mishandling of care and misrepresentation
      Written documentation of steps UCHealth will take to ensure this does not happen again
      If UCHealth continues to avoid responsibility, I will pursue this matter further through legal counsel.

      Sincerely,

      **** ***** the failed care I received A thorough investigation into UCHealths handling of this case Patients deserve better. This kind of dismissal and negligence puts lives at risk.Sincerely,**** ***** Erie, Colorado

      Business Response

      Date: 04/25/2025

      Dear ******* P:

      UCHealth appreciates the opportunity to review and respond to patient feedback. Patients interested in having any potential care concerns reviewed should directly contact the UCHealth ***************************** at ************. They may also submit the care concerns via e-mail at  ****************************************************************************************.

      All potential care concerns must be filed directly with the UCHealth Patient Representatives, for additional information please visit  ******************************************************************************;

      Sincerely,

      ***** M

      Escalation *************************** Experience 

       

      Business Response

      Date: 05/07/2025

      Dear ******* P:

      We are sorry that **** ***** has rejected our response.

      **** ******* complaint was forwarded to the *** Patient Representatives for review. That department reviews all care complaints. The *** Patient Representatives have confirmed receipt of his complaint, and it is under review.  **** ***** will need to contact that team directly at ************.  

      Sincerely,

      ***** M

      Escalation ************************** Experience 

      UCHealth

    • Initial Complaint

      Date:04/16/2025

      Type:Order Issues
      Status:
      Answered
      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 filing a complaint against UCHealth (Park ****************************** for deceptive billing during my preventative visit on February 20, 2025, and a prior similar incident. UCHealth failed to inform me that addressing chronic conditions during my visit would incur additional charges, despite my signing an Annual Wellness/Preventative Visit Agreement implying such notification is required.On February 20, 2025, during a scheduled preventative visit, the provider addressed chronic conditions (hyperlipidemia, hypothyroidism, hyperglycemia) and ordered labs. I was billed $95.70 for an additional office visit, which UCHealth claims is valid due to managing these conditions. However, the provider never informed me these actions would incur extra charges, as happened in a prior visit.The Agreement states: Addressing new or chronic medical problems during my wellness visit may result in additional charges To avoid extra charges, I agree to schedule a separate office visit. This implies UCHealth must notify patients during the visit of additional charges, allowing them to opt for a separate visit. By not doing so, UCHealth violated the Agreement and billed illegitimately.UCHealths April 15, 2025, response justifies the charge via a 2024 policy but ignores their failure to notify me, undermining patient choice. This practice is deceptive and may violate consumer protection standards.I request the BBB investigate UCHealth for:Failing to notify patients of extra charges during preventative visits.Billing for services not agreed to, effectively double-charging.I seek:A refund of the $95.70 and prior similar charges.A policy requiring providers to inform patients of extra charges during visits.Enclosed are UCHealths response and the Agreement. I can provide further details.Thank you for addressing this issue.

      Business Response

      Date: 04/18/2025

      Dear BBB:

      UCHealth appreciates the opportunity to review and respond to patient feedback.
      The hospital addresses all complaints directly with the patients, as the *********************** - UCHealth adheres to patient privacy laws which prevent disclosure of patient health information or billing details to a 3rd party or a public website, like the BBB.


      An Escalation Manager will address this complaint directly with the patient. 


      Once again, our sincerest apologies.


      Sincerely,

      ***** *.
      Escalation ************************** Experience

    • Initial Complaint

      Date:04/15/2025

      Type:Order Issues
      Status:
      Answered
      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.
      Sorry for the delay updating this case, I see it was closed and resolved. However I never heard anything from uc health so my compliant still stands. They upcode er vists and refuse to do anything about it. I would prefer if my complaint was marked as uc health did not respond since they chose to not respond or be helpful. Again sorry for the delay on this it got buried in my inbox. edication is available for much cheaper in any pharmacy.

      Business Response

      Date: 04/15/2025

      Dear BBB:

      UCHealth appreciates the opportunity to review and respond to patient feedback.
      The hospital addresses all complaints directly with the patients, as the UCHealth - ************** of the Rockies adheres to patient privacy laws which prevent disclosure of patient health information or billing details to a 3rd party or a public website, like the BBB.
      An Escalation Manager will address this complaint directly with the patient. 
      Once again, our sincerest apologies.
      Sincerely,

      ***** *.
      Escalation ************************** Experience 

      Business Response

      Date: 05/30/2025

      Dear BBB,

      We attempted to contact the patient via phone and were unable to reach him; therefore, a letter detailing our review and determination was sent to him on April 29, 2025. This letter also contained contact information to reach an Escalation Manager directly, as we do not utilize third party platforms to discuss patient accounts.

      Sincerely,

      ***** *.

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

    • Initial Complaint

      Date:04/03/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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.

      Complaint: 23155658

      I am rejecting this response because: The organization has done nothing yet to address the underlying concern, as Ms. ****** is aware. In fact, I simply received a call from the organization to tell me that the investigation would take a few days, and that she would need to follow up with me after that investigation. I was also told pricing for various procedures was available somewhere online for each CPT, should you know where to look and what that is (I, like most other patients I suspect, was not  told this at any point until a bill arrived months later). I was also told some locations charge a facility fee of several thousand dollars, which was I was not only not made aware of, but is also completely ridiculous for such procedures and was told was NOT part of the fees on the itemized bill. No one would accept this fee in a similarly positioned scenario, and I am certain most other patients are also not made explicitly aware of these practices, until they are billed. I believe this "response" is being submitted in bad faith and disingenuously, with the simple goal of timing out the complaint.

      Sincerely,

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

      Business Response

      Date: 04/04/2025

      Dear *******:

       

      UCHealth appreciates the opportunity to review and respond to patient feedback. We have contacted and spoken with ******* *****.  
      The hospital addresses all complaints directly with the patients, as the University of Colorado Hospital/UCHealth adheres to patient privacy laws which prevent disclosure of patient health information or billing details to a 3rd party or a public website, like the BBB. 

      Sincerely,


      ***** M
      Escalation Manager Patient Financial Experience 

      Business Response

      Date: 04/11/2025

      Dear ******* P:
      ******* Smiths complaint was escalated on Monday April ******, to the next level for review.  That review will take up to 7 to 10 business days to complete. I will follow-up with ******* *****, once that review has been completed.
      At this time, ******* Smiths complaint is still under review.

      Sincerely,


      ***** *.
      Escalation ************************** Experience
      UCHealth 

      Customer Answer

      Date: 04/12/2025

       
      Complaint: 23155658

      I am rejecting this response because: Again, I have not heard from UCHealth on this matter, and the resolution items are not topics requiring multi-day research. I believe this was a second bad-faith attempt to close the case without any proper resolution. I have forwarded the matter to congressional members for system practice reviews.

      Sincerely,

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

      Business Response

      Date: 05/01/2025

      Dear ******* P:

      UCHealth contacted ******* ***** and resolved his complaint on April 23, 2025, at 1:25 p.m. 

      We closed his complaint on April 23, 2025.

      Sincerely,

      ***** M

      Escalation Manager - Patient Financial Experience

      Customer Answer

      Date: 05/01/2025

       
      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:03/25/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
       
      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,

      ********** ****** Since these charges were drastically higher than my quoted good faith estimate, I disputed these charges through the UCHealth ******************* Specifically, I spoke to Lakyra O (direct phone number ************). She took my information and reasons for the dispute. A few days later, she called me to inform me that Dr. ********* was not willing to change the charges. I again asked for a reason explaining why I was being charged $344.02 for a prescription refill. A few days later, I was contacted by the ** Health **************** Escalation Manager, ***** J (direct phone number ************), who also took my information and reasons for the dispute. During this call, ***** told me that the billing problem was because I mistakenly entered (on the app during my initial appointment scheduling) that the appointment was for a normal office visit and not just a medication refill. I told ***** that I did not know that there was a difference at the time I made that appointment...more....

      Business Response

      Date: 03/27/2025

      Dear BBB:

      UCHealth appreciates the opportunity to review and respond to patient feedback.

      The hospital addresses all complaints directly with the patients, as the ************** of the Rockies adheres to patient privacy laws which prevent disclosure of patient health information or billing details to a 3rd party or a public website, like the BBB.

      An Escalation Manager will address this complaint directly with the patient. 

      Once again, our sincerest apologies.

      Sincerely,

      ***** *.
      Escalation ************************** Experience 

    • Initial Complaint

      Date:03/14/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Subject: Billing fraud Date of service: 11/26/2024 Type of service: Preventative visit Place of service: ********************************************************************************************************** I went in for a preventative visit which is 100% covered by my insurance. There were no other medical concerns to be discussed. I know from past experience that if I mentioned so much as my eating habits that would be considered 'non preventative' and I would be charged. So I was very very careful to not bring anything up even by mistake. However UC Health still has found reasons to charge me. I was shocked to see the bill of $91.89. When I called and emailed multiple times the explanation I got was that it was considered an office visit and not a 'preventative' visit. When I asked 'why' there is no clear answer. All I got was that the doctor discussed "cholesterol, lipid panel, pap smear and pre-diabetes" and so it is considered an office visit. I DID NOT BRING UP ANY OF THESE CONCERNS OR TOPICS and the doctor brought these up as part of preventative care (they are all part of routine physical) to make sure that I take PREVENTATIVE measures to maintain good health. SO WHY AM I BEING CHARGED?THIS IS NOT THE FIRST TIME UCHEALTH IS INDULGING IN BILLING FRAUD. I HAVE EXPERIENCED IT MULTIPLE TIMES.THIS IS MALPRACTICE.

      Business Response

      Date: 03/17/2025

      Dear ******* *************************************** 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. The hospital 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. A billing manager will address this complaint directly with the patient.

      Sincerely,

      ***** *.

      Escalation Manager

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