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Business Profile

Health Insurance

UnitedHealth Group

This business is NOT BBB Accredited.

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Complaints

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

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    Customer Complaints Summary

    • 2,826 total complaints in the last 3 years.
    • 1,068 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:04/03/2025

      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.
      I was over charged at Celtic thrapy and his front desk girl yelled at me when she over charged me, after she left I asked his new front desk worker she ignored me never called me I had to go inside in person to get my situation taken care of, I was told by Maverick at united healthcare on April 3rd at 11;10 to 12:10 many different conflicting things ,I was told this venue can over charged folks as they wish, then he said they have two different addresses one is in network one is not. when I went here I was in alot of pain,I was noone to yell at or over charged. Please find out exactly what my copay was supposed to be and send me a refund for the rest.

      Business Response

      Date: 04/03/2025

      Due to the protections of the Health Insurance Portability and Accountability Act (HIPAA), I am unable to respond directly to this submission regarding these concerns. Since your letter provided a copy of the enrollees correspondence and/or a description of the issue, we will be responding directly to the enrollee and the resolution will be sent in writing. I have attached the appropriate authorization form for the member to complete if they would like a copy of the resolution shared with the BBB.

      Should you have any questions or comments, please feel free to call me. I can be reached during normal business hours at ******************************.
      Sincerely,

      ***** *. 

    • Initial Complaint

      Date:04/02/2025

      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.
      United Healthcare (UHC) Group ******** Advantage PPO (offered by the ASRS)Customer Service: ************** Hospitalization: March 3-13, 2024 Account in Dispute: Synergy Infectious Diseases ****** ************ 11/16/24: first past due statement from *** 11/27/24: UHC informed *** that additional medical records/codes request had ignored by ***,- check of account did show information had been sent to ***. ** confirmed receipt of information. Claim was in appeals status. ***** days to resolve.12/16/24: Second past due statement from *** 1/3/25: UHC initiated 3-way call with ***, exchange of confusing and mixed information regarding UHC request for additional information. Informed claim in appeal process and amount owing was not my responsibility. UHC call reference #S729256466 1/15/25: Final Notice received from *** 2/4/25: Called UHC, *** sent letter on 1/7/25 to not bill. UHC call with ***; out-of-network claim could not stop billing process. *** advised me matter in appeals status, escalated for write-off of balance. UHC call reference #S739457003.2/5/25: Called UHC, advised claim at tier 3 appeal and confirmed *** had been sent stop bill letter.3/29/25: Received 8 notices from ****************** Solutions; account in collections (Ref #******, ******, ******, ******, ******, ******, ******, 537007)3/31/25: ************************************ must submit written dispute by 4/18/25.3/31/25: Called *** informed claim was NOT in appeals status, no written appeal request filed. Requirement not explained in earlier conversations. *** called and confirmed UHC information sent on May 29, 2024; PIQ #********. Requested supervisor and given summary of events noted above and details. Needed approximately ***** hours to review file, will call me back.4/2/25: Voicemail from UHC, *** documents sent 5/29/24 found. Reprocessing of claim should take approximately 30 days.

      Business Response

      Date: 04/03/2025

      Due to the protections of the Health Insurance Portability and Accountability Act (HIPAA), I am unable to respond directly to you (Better Business Bureau ) regarding this review. Since this review provided a copy of the enrollees correspondence and/or a description of the issue, we will be responding directly to the enrollee regarding this review. 

       

      Sincerely,

      ***** *.

      Customer Answer

      Date: 04/03/2025

       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.  ***** of UHC called me and advised she is my contact in this matter and will contact me by April 8th with a resolution. 

    • Initial Complaint

      Date:03/27/2025

      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.
      see Attached document

      Business Response

      Date: 04/04/2025

      This will acknowledge receipt of your complaint to the BBB, complaint number ********. Thank you for bringing this issue to our attention. Unfortunately, there is no complaint attached. Please provide us with the information. After we receive this information, we will investigate your issue.

      Sincerely,
      Consumer Affairs

    • Initial Complaint

      Date:03/27/2025

      Type:Billing 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.
      ******** United Healthcare Advantage Plan. I have this plan until March 31st. My plan comes with a CareFlex preloaded card with $400 to be used with dental and medical copays, etc.. I am leaving United Healthcare Advantage plan on March 31st BUT of course now *** is aware I'm leaving they REMOVED my $400 funds to use from my CareFlex card and all use of card is declined. This benefit should be available to me until my plan ends on 03/31/2025.Please Know that United Healthcare is playing GAMES WITH OUR HEALTH and losing customers.. Thanks-A-Lot United ************************** NEVER AGAIN

      Business Response

      Date: 04/03/2025

      Due to the protections of the Health Insurance Portability and Accountability Act (HIPAA), I am unable to respond directly to you regarding these concerns. Since your letter provided a copy of the enrollees correspondence and/or a description of the issue, we will be responding directly to the enrollee. 

      Should you have any questions or comments, please feel free to call me. I can be reached during normal business hours at ******************************.
      Sincerely,

      ******** G

    • Initial Complaint

      Date:03/24/2025

      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.
      I have been a member of United Healthcare Dental for over 6-8 months. They have refused to pay a dental procedure saying that the wait period for this is over 1 year. Which no where in any of the documents I have say you cannot use your plan and will need to wait a year for any claims.

      Business Response

      Date: 03/28/2025

      Due to the protections of the Health Insurance Portability and Accountability Act (HIPAA),I am unable to respond directly to you regarding these concerns. Since your letter provided a copy of the enrollees correspondence and/or a description of the issue, we will be responding directly to the enrollee.

      Should you have any questions or comments, please feel free to call Golden Rule at ************** during normal business hours.

    • Initial Complaint

      Date:03/22/2025

      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.
      I am on the no call list but get 3 to 5 phone call a day for these people. the phone number are as follows *****************-397-3142, ************, ************, ************, *************, ************, ************, ************, ************, ************, and many more. I just want it to stop. Thank you in advance.

      Business Response

      Date: 03/26/2025

      Since your letter provided a copy of the consumer's correspondence and/or a description of the issue, we will be responding directly to the consumer. 

      Should you have any questions or comments, please feel free to call me. I can be reached during normal business hours at ******************************.
      Sincerely,

      ****** *.

    • Initial Complaint

      Date:03/17/2025

      Type:Customer Service 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.
      UnitedHealthcare phone ***resentatives are far from "advocates", as they advertise in their phone greetings, however, they are agitators and I am seeking reimbursement of $291.20. I spent almost 3 hours making numerous phone calls, talking, holding the line, being transferred, told to call other numbers, etc. My phone calls were trying to schedule transportation for my mother for March 13, 2025. On March 11, I made several phone calls to UnitedHealthcare for my mother, in an attempt to try and schedule transportation for her to a **** **** that would involve her requiring to use a chair step to be carried on, since we live on a 2nd story. I started calling the numbers on the back of my mother's card. My phone contact began with a male *** assuring me, after I explained the situation that "don't worry, we will handle it". He then transferred me to a female ***, who said that they couldn't help my mother, due to the stairs involved, and that the transportation would only be curb to curb. I asked to talk to a supervisor. I was transferred to a female *** who was to be a supervisor, at that point, I had my mother speak to this supervisor. This supervisor kept reiterating that her request involving the stairs, could not be done. This supervisor also added that "if we do this for you, then we would have to do this for millions of customers". I believe it was the next day, I tried calling another number on the back of the UnitedHealthcare card. I spoke with a female *** and explained the situation, she mentioned a company named *********, She called the company for me and told me that she is trying to get an answer about the stair situation. She said to wait for the driver to contact me back, no one ever did. The driver was supposed to tell me if he could get another man to help him with the transport. This *************** *** gave me 2 confirmation numbers. I called safe ride myself and was told that it had been cancelled! This is outrageous and cruel.

      Business Response

      Date: 03/18/2025

      This will acknowledge receipt of your complaint to the BBB, complaint number ********. Thank you for bringing this issue to our attention. Unfortunately, we are unable to find a policy for you in our system. Please provide us with your member information. After we receive this information, we will investigate your issue.

      Sincerely,
      Consumer Affairs

      Customer Answer

      Date: 03/18/2025

       I am rejecting this response because:

      Please find my mother's info here: I filed the complaint on behalf of my mother, *****. 

      ***** Hambarian 

      Member ID #:

      **********

      Date of Birth ********

      Business Response

      Date: 03/27/2025

      UnitedHealthcare has responded directly to the submitter regarding the specific concerns detailed in this complaint on 3/25/2025. We thank you for providing us with the opportunity to address this concern.

      Should the complainant have additional questions or comments after receiving our response, please kindly request the complainant contact me during normal business hours at ******************************.


      Sincerely,

      ******** *.

      Customer Answer

      Date: 03/28/2025

       I am rejecting this response because: 

      I am entitled to be reimbursed for the full amount of the transportation costs that I am claiming. Just recently, on 3/25 at 5:08pm I, ****** ********* spoke with a female ***resentative at number ************** which was the number to "Safe Ride".   The *** was able to book transportation for my mother for a future appt with no issues. I even explained that stairs were involved.  I was  given a confirmation number. I am disappointed that it is taking so long to do this investigation.  It is very clear that this transportation is covered by her insurance.

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




      Business Response

      Date: 04/04/2025

      Our Appeals and ******************** has addressed this complaint. A resolution letter was mailed to the member on April 02, 2025.

      Customer Answer

      Date: 04/11/2025

       I am rejecting this response because:
      The investigation is still pending. as some of the findings from the investigation letter were inaccurate and false.  Along with the letter of investigation was a Medical Reimbursement form to which she has already submitted through email and also through the **** mail system.  We are awaiting the reimbursement for the full cost of the transportation ( $291.20 )we had to incur due to someone (not me) cancelling the trip, and without my consent or my knowledge.. I had discovered this fact throughout my many calls to United Healthcare.  Now, we should also be compensated for my mother being STRANDED on April 8, 2025.  I scheduled a transportation trip for my mother on that day for a 10:30am pick up, with a confirmation number  (30103631).  This **** was made on March 25, 2025. at 5:08pm, with a female representative. When the driver arrived, he was unprepared to complete the transportation and referred my back to UHG, that he knew nothing about my mother needing help going up and down stairs..  We missed the Dr. **** that was made almost 4 weeks in advance  This important Dr. **** now had to be delayed.  These failures have affected my mother in more ways than we can explain and has had a rippling effect on everyone involved.

    • Initial Complaint

      Date:03/15/2025

      Type:Billing 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.
      The * Card they sent to me to buy over the counter health related products, such as multivitamins, doesn't work at all either online or at retail pharmacies, which is totally opposite as what they told me. I think it might be that the card number starts with 6xxx instead of 4xxx or 5xxx, which is the regular credit or debit card starts with. I called in several times and were assured I can use the * card the same as I use any credit or debit cards. In fact, I tried to use the card again to buy multivitamin on ********** yesterday but it didn't work. I used the card at CVS pharmacy to buy probiotics and it didn't work either. I called again today, 3/15 to speak to ***. She said she would transfer me to another department but I got hung up while waiting to be connected. I called back in again and spoke to another **** who transferred me to ***** in * Card department. After I told her my situation, she lied to me that she would have me talk to an expert to resolve the issue and put me on hold. I was on hold for almost two hours without anybody answering the phone. I had to disconnect the call. I am shocked to receive such terrible service! Furthermore, they need to issue a useable card for their insured to use as they promised. My only options to use the card now is to buy things on their website or call them to order. It is very strange the card starts with 6.

      Business Response

      Date: 03/17/2025

      Due to the protections of the Health Insurance Portability and Accountability Act (HIPAA),I am unable to respond directly to this submission regarding these concerns.Since your letter provided a copy of the enrollees correspondence and/or a description of the issue, we will be responding directly to the enrollee and the resolution will be sent in writing. I have attached the appropriate authorization form for the member to complete if they would like a copy of the resolution shared with the BBB.

      Should you have any questions or comments, please feel free to call me. I can be reached during normal business hours at ******************************.

      Sincerely,

      ****** *.

    • Initial Complaint

      Date:03/13/2025

      Type:Customer Service 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.
      United refuses to cancel one of my health plans. They will not cancel, they will not help to log in ( i am outside of teh ***) . They refuse to make any effort to get my plan (which is uselsss) cancelled. I want refunds for the last three months and my plan cancelled.

      Business Response

      Date: 03/21/2025

      Due to the protections of the Health Insurance Portability and Accountability Act (HIPAA),I am unable to respond directly to you regarding these concerns. Since your letter provided a copy of the enrollees correspondence and/or a description of the issue, we will be responding directly to the enrollee.

      Should you have any questions or comments, please feel free to call Golden Rule via phone at ************** during normal business hours.

       

      ******** *.

    • Initial Complaint

      Date:03/05/2025

      Type:Delivery 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 have ordered hearing a couple times and returned a few times. The last time I returned hearing aids they charged me $398 instead of refunded them. I have been back and forth with poor results. **************** dont seem to know anything. I get the runaround. Also I tried to order new aids but they would not give me the advertised price. I have a pair of the otc aids but not satisfied with them. I tried to order prescriptions aids but they would not give me the price discount and increased the price of the otc aids. I have checked numerous hearing providers and they would not let me order that united healthcare prices. I checked with a least 4 providers.

      Business Response

      Date: 03/06/2025

      This will acknowledge receipt of your complaint to the BBB, complaint number ********. Thank you for bringing this issue to our attention. Unfortunately, we are unable to find a policy for you in our system. Please provide us with your member information. After we receive this information, we will investigate your issue.

      Sincerely,
      Consumer Affairs

    UnitedHealth Group is NOT a BBB Accredited Business.

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