Complaints

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

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  UnitedHealth Group

  9900 Bren Rd E Mn008-T-615 Consumer Affairs Minnetonka, MN 55343-4402

• 

  UnitedHealth Group

  6300 Highway 55 Minneapolis, MN 55427-4946

• 

  UnitedHealth Group

  12125 Technology Dr Eden Prairie, MN 55344-7312

• 

  United Healthcare of Pennsylvania Inc

  2900 Smallman Street Pittsburgh, PA 15201

• 

  UnitedHealth Group and Subsidiaries

  5126 Route 30, Suite 300 Greensburg, PA 15601

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:09/29/2023

  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.

  My HSA was given to this company afte I changed jobs.I want to roll it over to be managed by my new employer.However for any kind of account management they only option is to mail them a form across the US to michigan. As long as you want to do buisness with them they are happy to talk to you on the phone. If you want to transfer your account, good luck, you are on your own.I have mailed them a request and have got no response. I have tried to force them to respond by sending the requests through my existing HSA companies as well. Seems like that does not work either.Meanwhile they are charging me maintence fees for my account, of which there is no work around, no minimum balance, nothing. Doesnt matter if the funds are invested or just sitting. They always just charge a monthly fee for doing nothing.They are holding my money hostage and charging me for it.

  Business Response

  Date: 10/10/2023

  Hello, 

  Optum Financial Services was in contact with ********************* on September 27, 2023, and offered that he email the forms directly to them, so that they can have them processed to the appropriate team. 

  Thank you kindly. 

  Optum Consumer Affairs 

   

   

  Customer Answer

  Date: 10/16/2023

   Better Business Bureau:
  

  I see the account has been closed. But I have not recieved any notifaction or communcation about it since their initial call.

  I would like a confirmation that my money was sent, and I would like to know how they sent it so I can know when to expect it in my other HSA account.

  The did call me though and accept my transfer request through an email which is satisfactory

  I would like to esnure the transfer finishes before marking this as totaly resolved.

  
  

• Initial Complaint

  Date:09/28/2023

  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.

  *** continues to deny coverage that they promised to patients. We are filing a complaint on behalf of a patient. Brief summary of dateline:6/8/21 - *** was billed for Implant #8 replacement after MVA. Service was denied stating service not covered on plan at that time in 2021. 5/4/23 - OMFS discussed removal of implant #8 with debridement and possible bone grafting. Original Implant Crown was placed in 2010.6/23/23 - ************** removed implant #8 - charges $192 submitted to ***.7/27/23 - *** requested more info as they claimed they had no information on file. We sent Narrative, OMFS reports from 2023 and proper current x-rays.8/28/23 - ****** at *** told patient that they have no previous history of implant. Sent info w/ original reports from 2010 9/26/23 - *** sent waiver to our office stating they would not consider patients appeal for Implant maintenance coverage for DOS 6/23/23 until we signed a waiver that we would not bill the patient. The waiver states we may continue to appeal with ***.9/28/23 - Pt has filed complaint w/ BBB seeking pmt from ***. Patient has confirmation of coverage stating Implant services are covered on her plan. Every time she has called ***, she's been given a different reason for denial. This a trending issue with this company. We've had hundreds of complaints from patients that what the *** representative told them when signing up with the plan was found out to be a lie. We've found that once the patients started contacting *** and demanding answers, that *** will eventually pay as initially promised.

  Business Response

  Date: 10/06/2023

  Contacted the office of ********************************* on10/06/2023 and advised the claim denial for member was overturned and a check payment is in route to provider's office.

• Initial Complaint

  Date:09/27/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Wellnow *********** (also known as Hometown ***********) was visited last September in 2022 for a Covid/Strep test. Though the account associated with the visit was paid and closed, ******* allowed the charge to go to collections with Professional Credit Services for the amount owed prior to payment. ******* has since refused to contact the collection service regarding this situation, even though I have contacted them multiple times. The collection service has claimed they have never received notifications from Wellnow ***********'s ****************** regarding pulling the collection request. Though I am sending an itemized receipt from *******'s ****************** to the collection service as proof of payment to close the account, I am frustrated to have to solve a problem myself that should not have existed in the first place.I can't help but suspect debilitating negligence or shady billing practices on *******'s behalf for refusing to communicate to the collections in this matter, as they have been notified multiple times from myself, my insurance agency, and the collections agency themselves of the situation.

  Business Response

  Date: 10/09/2023

  UnitedHealthcare has not been able to identify the complainant. We have sent an email for additional information. Once the requested information is received, we will gladly review and provide assistance.

• Initial Complaint

  Date:09/27/2023

  Type:Product 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 complain about United Healthcare Dental Insurance's handling of my claims over the past 21 months. This has been both frustrating and financially straining. I have been patiently waiting for United Healthcare to process and pay my dental claims. Despite repeated attempts to communicate with their customer service, I've encountered inconsistent information and delays. In the course of the last 21 months, I received only $191.56, a fraction of my rightful claim which they only sent a month ago, and they have repeatedly asked for documents that has already been submitted. The most recent incident that has left me utterly dissatisfied was when United Healthcare informed me that they would not cover what was supposed to be included in my insurance policy. For the past 21 months, I have been forced to pay out of pocket for dental expenses, essentially rendering my insurance policy useless and an unnecessary financial burden. Additionally, I was supposed to receive $766.64, but it was sent to the wrong location, with no resolution after a month and I am now told to wait again and rely on my dental care provider to request a reissue of the check and again, being passed around for answers. This cycle of waiting and misinformation is unjust. I kindly request the Better Business Bureau's intervention to ensure United Healthcare fulfills its obligations promptly.

  Business Response

  Date: 10/05/2023

  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 customer service during normal business hours.

• Initial Complaint

  Date:09/25/2023

  Type:Delivery 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.

  United Health Care continues to spam me about Self-employed medical plans both via text and phone call despite repeated attempts of asking to be taken off of their lists. I have "stopped" multiple text messages and told a number of call centers to get me off the lists and they refuse to acknowledge my request over the phone. This is pestering and it is becoming more than a nuisance, it is becoming a daily occurance.

  Business Response

  Date: 09/26/2023

  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,
  
  ******************
  Consumer Affairs Advocate

• Initial Complaint

  Date:09/21/2023

  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.

  We have UMR for our healthcare. Our son has autism and was receiving feeding therapy (a covered expense) that we paid out of pocket for. The dates of our service were 10/18/22- 02/21/23 for a total of $1400.00. WE submitted these claims several months ago and have spoken to numerous supervisors who say they don't understand why the claims haven't processed and they will escalate them. They are not allowed to give a direct telephone number for a supervisor so we have no way of contacting who we've previously spoke to. My son had to stop feeding therapy because we haven't been reimbursed. The claim number they have provided is *********** and the provider on the claims is ***********************. I have called UMR at least ***** times about this issue and it has not been resolved.

  Business Response

  Date: 09/26/2023

  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 UMR during normal business hours.
  

• Initial Complaint

  Date:09/21/2023

  Type:Order 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 being harassed by this company trying to get me to sign up for health insurance that I do not want and have never signed up for. I have asked numerous times to be taken off their **** call list. Hundreds of calls have come from different numbers all with different people trying to "help" me. It needs to stop.

  Business Response

  Date: 09/22/2023

  Due to the protections of the Health Insurance Portability and Accountability Act (HIPAA), I am unable to respond directly to you regarding this review. Since this review provided a copy of your correspondence and/or a description of the issue, we will be responding directly to the complainant regarding this review. 
  
  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:09/20/2023

  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 just had a baby back in July and after the delivery I have some pelvic floor issue and my doctor gave me a referral to see a pelvic floor physical therapist.From where I live, since there's only one clinic has certified therapist within 30 mins drive from where I live, I applied for GAP exception with united health.I started application process on Sept 13th, aiming I'm going to start my treatment on 21st for 10 sessions. Talked with rep named *********, she was verified that they have everything they need. From Sept 14th to 20th, every single business day , I called United for 2 hrs on the phone just to make sure my case is being processed and nothing is outstanding on my part. When I called in Sept 18th, they told me everything is fine, it just takes the system ***** hours to process. When I called in Sept 19th, the same information. When I called in Sept 20th, the rep named ************ told me there's no application in the system at all . And another rep **************** told me she can't give me the direct line of their supervisor, even though my doctor *********** is scheduled on Sept 21st. Basically I can't have my treatment on-time , also wasting all my time on the phone with United but nothing is being solved. My case is fully eligible for GAP exception, but the insurance is playing the game ,kicking the ***** between different department and blocking me from getting the treatment I need. This makes me furious. And there's nobody I can talk to (no direct line I can call) to escalate this case.

  Business Response

  Date: 10/02/2023

  
  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 ************ ext.608933. 
  
  
  Sincerely, 
  
  ************** 
  Executive Consultant, Consumer Affairs 
  

  Customer Answer

  Date: 10/02/2023

   I am rejecting this response because:

  This rep contacted me through email , and saying she will investigate my case and conclude the situation with me by Sept 28th. And so far I haven't heard anything from her. 
  

  
  

  Business Response

  Date: 10/05/2023

  UnitedHealthcare has responded directly to *****************************;regarding the specific concerns detailed in this complaint on September 21, 2023. 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,

   

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

  Executive Consultant, Consumer Affairs

  Customer Answer

  Date: 10/09/2023

   I am rejecting this response because:
  UHG denied my request , stating there are two other providers near me. However when I check those two providers in detail, 

   

  **** is WCS certified which is another certification for pelvic health but its not pelvic specific. It focuses on lymphedema, breast cancer rehab, and pelvic. PRPC is pelvic specific and only focuses on pelvic floor. **** works for Community and they currently have a 4-6 month waiting list .And not PRPC certified.
  
  
  The pelvic therapist at ivy rehab is no longer there. 

  Basically there's no immediate alternative service I could use in my network. 

   

  
  

• Initial Complaint

  Date:09/19/2023

  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.

  Last Month i has canceled this policy,,, they took payment for this month,, when i called to see why got the run around was on phone over a hour,, lost connection once had to call back,,, kept transfering from 1 dept to another Its my Wife policy but comes out of my bank account,, *** said only way he could talk to me is if paid from my account,,,, later he comes back on line says have to talk to my wife only,,,, had no problem last month telling lady want to cancel,,,,, yet this month different story,,,,,,

  Business Response

  Date: 09/19/2023

  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 complaint, 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,
  
  
  Consumer Affairs Advocate
  
  

  Customer Answer

  Date: 09/19/2023

   I am rejecting this response because:
  
  The Debit card associated with the account is in my Name *********************************,, remove my card from the account please,,,, as far as the info,, i am one that set up the account ,,,,,,,  please take my debit card off the account  we cannot afford the policy any more

  Business Response

  Date: 09/21/2023

  UnitedHealthcare has responded directly to the member regarding the specific concerns detailed in this complaint on 09/20/23. 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,

  **** O

  
  

• Initial Complaint

  Date:09/18/2023

  Type:Sales and Advertising 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.

  On August 4, 2023, my husband had surgery with United Healthcare as our insurance company. We were on the phone frequently prior to, to insure necessary steps were completed and everything was approved. Surgeon and facility were in network. Surgery scheduler had prior authorization completed. We paid our $1100 monthly premium. After the surgery, as bills start coming in, they denied a claim for surgical services because they didnt have a medical record. We sent that twice (1 through the doctors office and 1 through ***** They couldnt locate either fax despite confirming fax number and having fax successfully sent confirmation. Then, they denied the claim again.We have been on the phone for hours. All they can tell us is that the claim is denied because of the medical records, which we sent, after speaking with them and confirming what was needed. Then to deny it again and saying its being upheld because they didnt receive it. Which, again, we have proof that we sent it. Leaving us with a $3000 bill that we shouldnt have to pay.

  Business Response

  Date: 09/19/2023

  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 ************ ext XXXXX.
  
  
  Sincerely,
  

  ******************** 
  Consumer Affairs Advocate