Complaints

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

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  UK HealthCare

  800 Rose St Rm C101 Lexington, KY 40536-7001

• 

  UK HealthCare

  310 South Limestone Street Lexington, KY 40508

• 

  UK HealthCare

  2317 Alumni Park Plz # STE400 Patient Financial Experience Lexington, KY 40517-4289

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:01/23/2025

  Type:Product Issues
  Status:

  UnansweredMore 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 go to UK HealthCare for quarterly medical treatments. When I went on 10/1/24, I was invoiced for $1,396.24 which I promptly paid (as I always do) on 10/28. It turned out that the insurance company didn’t process that claim correctly and I really only owed $10.27. The insurance company sent UK HealthCare $1,395.97 ($1,396.24-$10.27). So that means UK HealthCare owes me $1,395.97. I have called UK HealthCare customer service 5 times since they received the money on 11/14 and they still haven’t reimbursed me. They said it was because their system was waiting on another claim (related to my visit to them on 6/13/24) to be reprocessed. I called the insurance company and they said that claim was reprocessed and was finalized on 12/26/24. I had a conference call with my insurance company and UK HealthCare’s customer service so they (UK HealthCare) would understand that that claim has already been reprocessed and was finalized. The UK HealthCare rep was extremely rude and hung up on my insurance rep and me. I tried calling UK Healthcare customer service two more times right after this person hung up and they kept hanging up on me. I called UK HealthCare customer relations to file a complaint. I was soon called back by UK HealthCare customer service rep Tasha who said my reimbursement was being processed and that I should call back in two days and to call her back if I didn’t see the reimbursement. After 3 business days I still didn’t see it so I called back. Tasha was unavailable but the UK HealthCare rep that I was connected with gave me the same run around about how they were waiting on the 6/13/24 claim to be reprocessed. I am retired and am on a fixed income so this has a big impact on me. I have always paid my UK HealthCare invoices on time so you would think they would show me the same courtesy. I have tried every avenue that I can think of to settle this but with no success. My only recourse is through Better Business Bureau. Thank you for your help.

• Initial Complaint

  Date:12/20/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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 was referred to *** ******** by a (non-UK) dermatologist in order to get a bothersome issue resolved. I had my weight and blood pressure taken, I was asked basic medical questions by a resident student, and then *** ******** looked at the issue for a 1-2 minutes. The doctor probably stayed in the room less than 5 minutes and told me to schedule the removal for a Monday. I was in the office for less than one hour total (including approx. 35-45 minutes of waiting). I came back a few weeks later in which the issue was numbed locally and was treated in a few minutes without stitches or anything other than some gauze. I was in the office for even less time this day. Since then, I have received two bills (not counting co-pay). The "Physicians Bill" ($568.70) was was expected, even though it was rather expensive for the little time and effort needed to do something extremely simple and which took minimal effort (It also could have been done the first visit because it only took a few minutes anyways). The other bill, labeled, the "Hospital Bill" ($1001.97) AKA, my complaint - was definitely a surprise. This was NEVER mentioned to me nor have I ever received a bill like this before! It was also significantly more than the ACTUAL procedure and I wasn't even a hospital patient! These were scheduled doctor's office visits. I wasn't admitted as a patient, I did not receive any meals, I didn't get a hospital bed, I didn't get hooked up to IV's, I didn't have my own or a shared hospital room, I didn't have surgery, etc. I reached out to UK about this bill and they told me that this bill is in addition because I am expected to pay for UK hospital's overhead (even though I did not receive any hospital accommodations). I already overpaid for the services I received, but now I am supposed to pay for multiple things I didn't receive, experience, need? How do I get charged $1000+ for absolutely nothing? No other business has ever done this to me. Ever.

• Initial Complaint

  Date:10/29/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  UK Healthcare provided a services to my wife during ********** During a routine visit, a premium service was provided without the service being detailed.
  The premium service bill was disputed as a surprise medical bill. The bill was then sent to collections while we believed it was under dispute.
  UK Healthcare failed to notify the patient of the premium service and failed to settle the dispute before sending the bill to collections.

• Initial Complaint

  Date:10/14/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  The last two years that I have gone to see my doctor for my yearly physical. The co pay for this is nothing for me. However every year UK health care send me a bill for a co-pay. This is false billing and could be considered insurance fraud. There are mistakes being made all over the place with this company from start to finish. When I setup my appointments I state this is my yearly physical. This year they even setup the wrong appointments type. I called before my appointment to double check that the billing would be right so I would not have to do this. However they did not schedule a physical and had to push my appointment off so that I could have the longer appointment so that the physical could be done. I would like the charge taken off and a written apology for this.

• Initial Complaint

  Date:04/22/2024

  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.

  UK Healthcare is charging me for a service that should have been coded preventative and at no cost to me per the ********** **** ****  
  My physician ordered a **** ******* **** for me. Before I scheduled it, I called ****** to find out what part of the cost I would be responsible for. ****** told me there would be no cost to me because it was considered preventative for women my age. Which seemed reasonable because I was not charged for it three years ago when I had it done at the same place. However, I am now being billed $388.75 and $35.56 for a procedure that should have been coded “preventative”.
  
  Under the ********** **** **** insurance plans must cover screening for osteoporosis for:
  • Women aged 65 years and older and women aged 64 years and younger who have gone through ********* *** *** ** ********* **** *** ************.
  • They must cover the preventative service for women without a copayment, coinsurance, deductible, or other cost sharing.
  
  According to ****** **** ***** **** ******, **** ******* ******* ***** measurements are medically necessary when they assess future fracture risk and the need for pharmacologic therapy in people who are at risk for osteoporosis.
  This includes:
  • Women aged 65 and older
  • Men aged 70 and older
  • Younger postmenopausal women with an elevated risk factor assessment
  
  
  I have tried to communicate with UK Healthcare customer service to no avail. The last communication I received from them stated:
  
  “The coding for date of service 1/18/2024 was reviewed and determined to be correct. The order for the **** ******* **** submitted by your provider did not have a preventative diagnosis code and cannot be updated to reflect a preventative service..* *****”
  
  I maintain the provider coded it wrong, whether by mistake or intentionally, I should not be billed for it. I am requesting I be reimbursed for the physician fee of $35.56 which I have already paid and remove the $388.75 for the facility fee from my balance.

  Customer Answer

  Date: 05/23/2024

  
  
  Better Business Bureau:
  
  
  
  

  Thank you for your assistance. I contacted the Attorney General's Office and the AG's Office assisted me in getting the information I needed.  The complaint has been closed.  

   

   
  
  
  
  ******** ****** 

  
  

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