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

  1902 Valley Pine Cir. International Falls, MN 56649-2176

• 

  UnitedHealth Group

  2550 University Ave. W. Saint Paul, MN 55114-1052

• 

  UnitedHealth Group

  4932 Wisconsin Ave. N. Minneapolis, MN 55428-4109

• 

  United Healthcare of Pennsylvania Inc

  2900 Smallman Street Pittsburgh, PA 15201

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:05/24/2023

  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 attempting to get a refund for premium charges taken automatically from my checking account by United ************************** for ******* and February of 2023 when I or my spouse ********************************* are no longer members of United Healthcare. They were informed by me and Aetna insurance Company . They owe me ******* dollars. I have called them numerous times to no avail!! Please Help **. Sincerely ***************************** I have been trying since ******* to get my money back. Thank you

  Business Response

  Date: 05/25/2023

  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. 

  Customer Answer

  Date: 06/23/2023

  I have received no communication from United Healthcare. as to their intentions for resolving this case. They took money from my bank account without my consent for membership that does not exist for ******* and February of 2023 for my husband ************************************* and *****************************. We have Aetna insurance and I sent I D cards to that effect to them by Fax as I was told by them to do . I was told after receiving this proof of insurance that I would receive my refund from them. Which I have not received! I would like  my money returned to me . My address is **************************************************************************  Sincerely ***************************** *********************************

  Business Response

  Date: 07/02/2023

  A VM was left to ******************** on 06/26/2023 regarding status of the complaint and what the resolution is for the refund.

• Initial Complaint

  Date:05/23/2023

  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.

  This company has continued to call and solicit service after many requests to be placed on a do not call list. When I start to requests no more calls, now they hang up before I can complete my request.

  Business Response

  Date: 05/24/2023

  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, 
  
  ************** 
  
  Executive Consultant, Consumer Affairs Advocate 

• Initial Complaint

  Date:05/22/2023

  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.

  On Feb.5, 2023 I visited ********** ********************* for a tooth extraction, having been told previously by UnitedHealthcare that I did not have coverage for this procedure, I took out a credit with *********** in the amount of $1360.00 to pay for the visit to then be told by UnitedHealthcare that I do have coverage for the extraction. on Feb. 9 2023 I spoke with a (UHC) representative Ms. ******* explained the situation she replied send in your statements for a reimbursement, after four letters and four faxes to (UHC) I received a refund in the amount of $177.00 and $214.00 leaving a balance of $ ******. now I am being denied payments for reasons stating ************* or claim is a duplicate of a previously submitted claim or service.)

  Business Response

  Date: 05/25/2023

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

• Initial Complaint

  Date:05/22/2023

  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.

  Through my United Healthcare Group Policy I have a *** Healthcare spending account and debit card with funds designed to pay for HealthCare services and prescription drugs.In March of this year I received a letter from the debit card transaction team that manages the *** account informing me that I needed to provide documentation for a specific charge incurred at ******* Pharmacy in ******, **. The charge was $16.71 for two prescription drugs. One was $10.99 and the other, MetFormin, was $5.99, however a Smiths discount was applied that made it $5.72. The combined total was the $16.71 charge to my *** debit card. This transaction was on January 31, 2023. I responded immediately to the letter, providing a copy of both RX pages as I did not have the actual register receipt. Each RX image had the cash price, and all the information that was requested, That reply was mailed on April 18th to the ******* address as specified in the letter. My card has been suspended and I have called the card services number and ************* numerous times. I even uploaded a digital image to the message center. Still my card remains suspended with no explanation why it has not been re-instated given that I have submitted the requested documentation, not once, but twice. Customer care and card ******************** refuse to give me an answer as to why my card remains suspended and they wont even let me speak with someone in the debit card transaction department. I have filed a formal complaint with UHC ************* and I am following though with this BBB complaint as I warned them I would do if my card remained suspended as of today, Monday, May 22, 2023.

  Business Response

  Date: 05/22/2023

  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: 05/22/2023

   Better Business Bureau:
  
  I have reviewed the response made by the respondent in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  This assumes, of course, that ****** healthcare does, in fact contact me directly!

  Up to this point I have been getting nothing but a run-around with ************* and card ********************.

  Hopefully the respondent will assist in resolving this issue and getting my card un-suspended.

  Regards,

  *********

• Initial Complaint

  Date:05/21/2023

  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.

  On 3/7/2022 I has a tested performed in which the dr. ****** reassured me I was in network and would only be liable for my copayment. I received and invoice in the mail indicating I owed ******* I called my insurance they confirmed that the claim was not processed correctly and would have it reprocessed. Three months later I received another invoice and called my insurance and was advised there no out of pocket responsibility on my end except for the ***** copayment I paid Im at the time of service. We did a three way call with the billing **** and spoke with ***** would advised the insurance company and I that the bill would be adjusted to zero. Three months later I continue to get invoices, now text messages and emails about this erroneous bill. I again call my insurance company and confirmed with **** that there was no out of pocket liability and to disregard the balance. I have spoken to ******, *****, *******, ******** from the billing department that the balance would be adjust off and to disregard the bill. And here I am over a year going through this battle with the billing **** at pro health. I have tried to call and been on hold for over an hours then am told to leave my hunger and they will call me back but never do. I then emailed them my EOB and was told it would be adjusted this was in 2/22/23 then received a response weeks later that I owed it. Then called my insurance again obtained a claim number, provided it to them was being sent over to be adjusted. Then heard back weeks later that it was a mistake made by insurance and I still owed it. I asked for a manager or supervisor to call me back as Im 73 years old with a heart condition and other health issues and cant be on hold. I asked that they call my daughter and provided them with her telephone. Yet till this day there is no call from them. The supervisors/manager that I was provided with that would call me bank was ******* and ***. Over two months still no call from them. I have contacted my attorney

  Business Response

  Date: 05/23/2023

  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 ************ 608926.
  
  
  Sincerely,
  
  ********************
  Consumer Affairs Advocate...

  Customer Answer

  Date: 05/23/2023

   I am rejecting this response because: I am the patient and I have been waiting for a call back from a super and or manager for over a month. Im not going back and forth playing the telephone game with them again. They can reach out to me directly or my wife the policy holder ********************************* at my home number. I was promised numerous times this waz
  
  
  

  Business Response

  Date: 05/24/2023

  UnitedHealthcare has responded directly to the member regarding the specific concerns detailed in this complaint on 05/24/2023. 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,

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

   

• Initial Complaint

  Date:05/21/2023

  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.

  When I renewed my prescription for Trulicity, the price displayed on their site was $371.89 for a 90 day supply. The screen also offered the option of making three payments of $123.96 which I decided to do. Once I placed the order, to my surprise, $247.93 was taken from my account. I double checked the order and instead of being charged the price on their site, I was charged double the amount; $743.65. It may not be illegal for Optum to lie, cheat, and steal from its customers, the poor, retired, and elderly for a profit, but it is highly immoral. When I brought this to their attention, they were completely silent. Based on that plus the form I had to fill out prior to this screen, it appears this is a common practice for them. If so, the public needs to know about it, and something needs to be done to fix this.

  Business Response

  Date: 05/25/2023

  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. 
  
   Sincerely,

  ****************** 

  Customer Answer

  Date: 05/28/2023

   I am rejecting this response because: I have not heard from anyone. I did receive a voicemail that a letter was sent, but I have yet to receive anything. 
  
  

  Business Response

  Date: 06/05/2023

  UnitedHealthcare has responded directly to the member regarding the specific concerns detailed in this complaint. We thank you for providing us with the opportunity to address this concern.
  
  Sincerely,
  ****************** 

• Initial Complaint

  Date:05/19/2023

  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.

  This past August I was displaced from my employer. I was notified that healthcare benefits would cease immediately. As a husband and father of 2 children I needed to find health insurance as soon as possible. Using the ******** Health Connection I was able to evaluate and eventually find a comparable insurance plan. I remained on this policy through the end of 2022 as I had not found new gainful employment. I started a new a new job. Traditionally health insurance does not immediate go into effect, so I remained on the plan for the month of January. Unfortunately I made the assumption that I could easily cancel my insurance as soon as the new policy went into effect. And I incorrectly assumed that if I didn't pay the premium it would just lapse. I received notification that my payment was late and called UHC. This was apparently not the right thing to do, as they could not do anything, I was then directed to contact ******** Health Connection. I contacted them on February 9th, 2023 and had my plan cancelled. I then called UHC back to inform them that was the case. Apparently UHC's rules state if a plan change is made prior to the 14th of the month it is retroactively effective to the last day of the month prior. I was told that everything was taken care of and that I would not have to worry about this. However, May 17th I received a phone call notifying me that they were taking my outstanding premium to a 3rd party collections agency. It is important to note that the new policy I started with my employer was also UHC. Upon speaking with UHC they stated they would not stop the collections process because of a ******** Health Connection policy that has all cancellations effective the last day of the month regardless of the cancellation date. My case number with ******** Health Connection is *************

  Business Response

  Date: 05/31/2023

  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,
  
  ****************

• Initial Complaint

  Date:05/18/2023

  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.

  On December 2/2022 my son went to the **** Student health center for a physical and met with ****************************. The doctor ordered labs and used Quest Diagnostics lab. Quest diagnostics billed United Healthcare which is my sons insurence and the bill was denied because it listed a sleeping disorder instead of a normal physical check up and sleeping disorder are not covered under the plan.My son does not have a sleeping disorder it was a mistake on the coding. I received a bill for $415 dollars from Quest. I called united and asked why they did not covered when it was just a physical and they told me the code the doctor used. I called the doctor and told her the problem and she said that there was a mistake on the code sent and that she would sent the right code so we could fix the problem. The right code was sent and United was informed of the error and they still denied the claim saying that they needed all my sons medical records. In other words they did not believe the new paperwork the doctor sent. After that I have been billed by Quest for the 415 dollars and united is still refusing to pay the claim to Quest. I have spoken to many people at United with no luck of finding a resolution since December 2022 and Quest will soon send my son to a collections office because of this mistake. How can this be happening, united Healthcare is about to destroy a young man credit even though he is covered by them through **** *********** University. This is horrible and very cruel I cannot believe we have to go through this. Please help me get this matter resolved before ***** sends my son to a collections office.

  Business Response

  Date: 05/30/2023

  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:05/18/2023

  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.

  United Healthcare is not being transparent about claims payment and credentialing which has led to hardship for my small business. Indeed this is an "out of network" claim in which a customer service provider stated would take 2-4 weeks to complete after first claim submission. This member is a paraplegic person who was desperate for personal care due to not having a provider going into the weekend. Today is 5/18/2023 and the claims for 2 months of 7 day personal care are still in queue reporting "acknowledgment". All 3 claims have been processed 1/26/2023 (#***************), 3/09/2023 (#***************), 4/06/2023 (#***************) respectively totaling $4408.32 according to ******* ******** payrates . I have made multiple calls to the remote customer service agents who would either not have answers or redirect me to another customer service agent who has the same confusion as myself on were the claims are. The case management team had offered a different billing arrangement which would include an adjusted price I would have to agree to, but since 4/26/2023 case management team has not followed up on this agreement or responded to email or voicemail in latest outreaches. I ultimately spoke with contract manager Shadena C regarding this issue on 4/28/2023 and she explained out of network claims are not a priority and also my provider type may not cover personal care services- although it did/ has. She reminded me the members case management team can offer an alternate billing plan to settle past billing claims and possibly credential. She stated she would email the case management director in regards. Nothing has come of this as of yet and the 6 month time frame for payable accounts is nearing. Meanwhile, the frustrated customer has continued to reach out for adequate coverage he states is not being provided by his case manager. He has been given the same promise of a new billing plan to resume my services. Unfortunately, this will no longer be possible for him.

  Business Response

  Date: 05/19/2023

  Due to the protections of the Health Insurance Portability and Accountability Act (HIPAA), I am unable to respond to the Better Business Bureau. Since your letter provided a copy of the providers correspondence and/or a description of the issue, we will be responding directly to the provider. 
  

  Sincerely,

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

  Customer Answer

  Date: 05/19/2023

   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.

• Initial Complaint

  Date:05/16/2023

  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 have been a client with United healthcare since 2008. I have been having nothing but problems since they disenrolled me from my ** plan which was an *** now that I relocated to ************** they enrolled me in this new *** plan mind you I was left without coverage for a full month, when I asked him why did they switch me from the *** to the *** the sales representative just argued me down that the *** is much better and it comes with much more coverages. His name was **************** that was on March 31 of 2023. Since April 4 of 2023 I found a out of network dental provider in which United healthcare told me that any out of network providers will be covered at 100%. My allowable dental amount would be $4500. They denied my first dental claim dated April 4, 2023, and which, now I am being billed from that dentist University dental of ******** ************** has been diligently working for their payments for over a month when I asked why wasnt my crowns, x-rays or exams covered the United healthcare lady ****** told me as well as the insurance company that I have a cap on my allowable amount which is $47 for x-rays and I am responsible for the $53. She also told me that I am only eligible for four dollars per exam Mind you, **************** was signing me up for this. Tell me everything is covered 100% now because of my medical necessity of having this dental work done is severely affecting my health and my numbers are declining daily with me being terminally ill. There was a claim sent on April 7 pre-authorization for tooth number nine and tooth number seven which is also affecting my mental health because theres a front of my mouth and I have no teeth there. I have a broken tooth which also it has not been removed because United healthcare will not cover it fully one of the representatives told me today which is May 16, 2023 to actually have them bill ******** and ********* I asked him why when United healthcare is my primary he had no explanation, they need to meet at the x-rays that were sent were not readable in due to my health. They cannot expedite payment for these procedures to get fixed. They put a lady by the name of April on the phone who stated shes a account escalation manager who said they will not be expediting payment.

  Business Response

  Date: 05/17/2023

  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.