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

• 

  UnitedHealthCare of New York

  2 Penn Plaza 7th Floor New York, NY 10121

• 

  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:05/11/2023

  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.

  Freedom Life Insurance Company of *******.I called to check my coverage when we found out my wife is pregnant. Was told I am required to upgrade my plan in order to get coverage. They told me the upgraded plan does not cover any prenatal visits/OBG but would cover the delivery with no out of pocket expenses.My son was born on January 27th and I had called to upgrade my coverage. I told them I had my son and I needed the coverage applied to that month and there didn't seem to be any issues. They told me my new rate and the coverage is now active.So I'm waiting to get my invoice from Freedom Life for the delivery and it's now April so I decided to call to see what's going on.They tell me that my $10k hospital bill isn't covered and I don't have the upgraded coverage... the one that I've been paying for. And that I need to add it now in order to get coverage. This is fraud. I've already paid for it. But here I am, paying for it again.And to make things even more unprofessional, they are now telling me that the plan WOULD HAVE covered prenatal/OBG visits if I had activated it sooner AND, even with the coverage, I'm going to be paying 8k out of pocket for the delivery. I've already payed 5k out of pocket for all the prenatal/OBG visits.I've never had an experience like this in my life and and am blown away that they would just blatantly lie in order to avoid coverage costs. I think Freedome Life should be responsible to cover the labor/delivery charges, in full, as they stated they would with the product I purchased. This whole situation is disgusting and I hope something can be done to prevent it from happening to someone else.

  Business Response

  Date: 05/12/2023

  Due to the protections of the Health Insurance Portability and Accountability Act (HIPAA),we are unable to respond directly to you regarding these concerns.  Since you provided a copy of the complainants description of the complaint, we have responded directly to the complainant
  
  Should you have any questions or comments, please feel free call ** Health Group during normal business hours.

• Initial Complaint

  Date:05/11/2023

  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.

  I called these people to take my name off their mailing list. I talked to sales and customer service and nobody knew what to do. So maybe you will have better luck.

  Business Response

  Date: 05/11/2023

  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:05/10/2023

  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 contacted the department that handles the health benefit plus card I was told by customer service until I receive my physical card. I can use the digital card if I have a smart phone and add it to Apple Pay which I did so I went to Publix grocery store to get a few items my total came to $65 when it came down to pay using my benefit card, I kept tapping my phone at the machine at the cash register it would not go through so then the cashier scanned my phone at the cash register machine and we tried multiple times 10 or 15 minutes standing there and it never went through. I was so upset I was so embarrassed there was at least seven people standing in line behind me, waiting to pay for their groceries , I dont understand who came up with the idea but its very embarrassing. United healthcare should at least provide a prepaid, debit card to make it easier for people who receive benefits you know how embarrassing it is, and then using the Healthy Benefit Plus app, it said scan barcode at the cash register, but for some reason that was not working, so when the cashier tried to do it, and it wouldnt go through the cashier was lost and confused because it says health benefits the cashier kept telling me you cant use this. This is a insurance card because the way it appears in the app I dont know who decided to do this, but they shouldve made it where its a prepaid debit card. And customer service informed me that you cannot even purchase soda or juice only water so basically they expect for people to only drink water. No type of juice no orange juice, apple juice or any type of juice at all. I dont understand who came up with this idea I appreciate the $185 but it ***** because they make it very difficult for people to use. If it was a prepaid debit card it would be so much easier, even if it was a prepaid virtual card with a 15 digit card number, expiration date and security code I was so embarrassed the cashier thought I was crazy for trying to use a Health card

  Business Response

  Date: 05/11/2023

  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.

• Initial Complaint

  Date:05/10/2023

  Type:Customer Service 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 a *** member and they are not only not helping me, they have been abusive, dishonest and negligent. I have also filed a complaint directly with ******** and if these two complaints dont get this company to take care of me, I will have to take legal action. I have serious health issues and I am not able to get the care I need on my own. I have asked *** to help me and sent multiple emails to their wormy CEO and the last response that I got was from their conspire affairs representative *********. She talked to me for over and hour and promised me she would get me help, follow my case directly and I could call her if I had any problem. I have never heard from her again. I try to call and her number doesnt work. I left a message with another agent and I got no call back. Once again this company ditched me like Im not even a human being. The only call I got was from an agent named ***** who had been abusive to me and ********* said would never contact me again. That was reported in my email to the company. Otherwise this company once again has abandoned me and I have no one at all to talk to. I called again today and got transferred around for over an hour and got no help. People would just hang up and others had no idea what they were doing and I even followed the instructions on the back of my card and then the *** phone system prompted me to push 8 for an emergency and I got no one again. So even their own way of getting help in an emergency doesnt work. I am sick and in pain and *** asked for the help that I am entitled to and deserve. They are so inept that nothing gets done and they dont care if I die. But they keep taking my ******** dollars. I need someone to address this issues and fix these problems and get me help like I need and was promised. I will never talk with ***** again so they need to find someone else also like they promised. Every day I suffer and get worse. Shame on all of these people who dont care! I need immediate action. Thank you.

  Business Response

  Date: 05/11/2023

  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: 05/19/2023

   I am rejecting this response because the company responded to the BBB that they would be reaching out to me directly and they have not done so. 

  
  

  Business Response

  Date: 05/19/2023

  UnitedHealthcare has responded directly to the member regarding the specific concerns detailed in this complaint on 05/11/2023. We thank you for providing us with the opportunity to address this concern.
  
  Sincerely,
  
  ****************

  Customer Answer

  Date: 05/19/2023

   I am rejecting this response because ***** is lying to you. They never contacted and it would make no sense for me to state otherwise. I have not spoken with anyone nor has anyone even left me a voicemail. Let them summarize to the BBB the nature of the conversation they had with me or how the issue was resolved. Of course they wont be able to answer that because I have not spoken with anyone at UHC regarding my BBB complaint. That they would lie to you and to me about this is appalling but not surprising. 
  
  
  

  Customer Answer

  Date: 05/30/2023

   I am rejecting this response because:
  
   I am rejecting this response because ***** is lying to you. They never contacted and it would make no sense for me to state otherwise. I have not spoken with anyone nor has anyone even left me a voicemail. Let them summarize to the BBB the nature of the conversation they had with me or how the issue was resolved. Of course they wont be able to answer that because I have not spoken with anyone at UHC regarding my BBB complaint. That they would lie to you and to me about this is appalling but not surprising. 
  

  Business Response

  Date: 05/30/2023

  We have initially responded to complaint ID ********, and additionally within the BBB Portal.

   

  Acknowledgement Call with the Member Date: 5/12/2023 at 9:08AM CST

  Official Response Date: 5/24/2023

  1^st BBB Response Posted within Portal: 5/11/2023 12:09PM

  2^** BBB Response Posted within Portal: 5/19/2023 4:44PM

• Initial Complaint

  Date:05/10/2023

  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.

  United Healthcare is contracted with Healthy Benefits to pay utility bills for members I called ****** Healthcare February and April 2023 paid a total of $370 from my United Healthcare Healthy Benefits account I paid over the phone using the healthy benefits account to pay ** PSE&G electric and gas bill ****** one month later I learned from the utility company these payments were never received and never applied to my utility bills I also learned my privacy and HIPPA has been violated by a unknown 4th party almost 2.months later my utility bills have not been paid yet funds have been withdrawn from my United Healthcare Healthy Benefits account United ************************** I learned United Healthcare has paid the wrong company with my account Benefits monies United Healthcare has refused to reverse the two payments that were paid to the wrong company

  Business Response

  Date: 05/11/2023

  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:05/10/2023

  Type:Sales and Advertising 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.

  This is my specialty pharmacy through work. I was put on a self injectable medication so had no choice but to use this pharmacy. They made my life such a living h*** to get this medication that I had to stop using it. Since then they have continued to call and email me to harass me about my other medications. I call repeatedly to be put on a do not bother list to no avail. I block their number and they use another one. I wish to have NO CONTACT from this business. I have health issues and I need me meds, who would I ever entrust them to a company like this after what they have already done to me? LEAVE ME ALONE!

  Business Response

  Date: 05/22/2023

  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.

  Customer Answer

  Date: 05/23/2023

   I am rejecting this response because: I have provided the information but no action has yet been taken. I will change my response if/when action is taken.
  
  
  

  Business Response

  Date: 05/31/2023

  To whom it may concern: 

  Optum Consumer Affairs spoke to ********************************* on May 25, 2023 at which time it was confirmed account restrictions for calling and mailers had been added successfully. ********************************* has been provided direct contact information should there be further questions or concerns related to this matter.

  Optum Consumer Affairs Advocate

  Customer Answer

  Date: 05/31/2023

   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.  I would however like to reserve the right to reopen this as I have been told several times in the past that restrictions were put on my account and each time they blew them off and still contacted me (both by mail and phone) so I am not optimistic that they will abide this time.  Thank you!

• Initial Complaint

  Date:05/09/2023

  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.

  I place a order for numerous pain patch Over the counter medicine since April 4, 2023 for the total amount of $83.40 with my UNITED HEALTH CARE OTC card, I also call several times to ask about the status of my order and they informed me that a ticket was made out twice and someone will call me withing 7 business days.But no one never call. My Insurance Company United Health call on conference with me and demand a full refund and they said that they don't give refund.. The is the worst Company I ever used to order OTC I don't know why the changed from the previous company last year. 2022

  Business Response

  Date: 05/09/2023

  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. 

• Initial Complaint

  Date:05/06/2023

  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 give permission for surest to respond publicly under HIPPA. The plan my husband and I have costs $1595 a month or over 19k a year. I picked the plan from my companies options because it was listed as the top option, and I have healthcare needs. I checked the companies website and saw that my primary care was covered among other things, and was really excited to receive coverage. Unfortunately, not a single primary care, urgent care, mental health provider, or allergy specialist listed under my plan online as In-Network actually takes my insurance. The only true trauma center in the entire area is only covered if you go to the childrens hospital. So if my husband and I were to get into a car crash, nothing would be covered. I have personally called, or driven in person to each of the options listed in each category above to confirm if the information was accurate. None of the listings are accurate. I only couldnt confirm two, but they were not accepting new patients anyways. I am not sure how a company can falsely offer healthcare coverage to citizens in this country. Not only that, but literally offer no coverage at all. I as a nurse, am speechless. I am not sure if they offer plans through the market-place, but if they do they are purposely providing false information about coverage to receive new clients.This kind of company is dangerous because it delays care, and directly puts the lives of patients at risk. I did not work through the pandemic in the *** to be treated like this.

  Business Response

  Date: 06/13/2023

  Thank you for expressing your concerns. Due to the protections of the Health Insurance Portability and Accountability Act (HIPAA),we are unable to respond publicly. We have attempted to connect directly with you to resolve your concerns and look forward to hearing back from you If there are any additional questions, please feel free to our **************** Services Team. We can be reached during normal business hours at ************.Sincerely, **********, Manager, **************** Help
  

• Initial Complaint

  Date:05/06/2023

  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.

  May 5 2023 United Healthcare i went to the ** on the 5th from a fall. i have a Rib contusion on my left side the ** dr called in Lidocaine 5% patch 1 patch twice a day and they denied the script yet in the book of approved medications its in the book for 1 patch 3 times a day. also no one ever seems to call me back from UHC

  Business Response

  Date: 05/08/2023

  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:05/05/2023

  Type:Sales and Advertising 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.

  On a recent trip overseas, my family had a couple of incidents occur where we needed to see medical professionals. I immediately reached out to Quantum Health who provides customer service for United (UMR) on how to file these claims upon returning to *******. They provided me with a mailing address and instructions for exactly what documentation needed to be submitted, and I mailed both claims promptly upon returning to **********, on 4/10/23. As of today, (5/5/23) UMR has not even begun processing either claim, and is unable to even tell me where in their system the paperwork is, or when I should expect a resolution. I mailed both claims with tracking so I am able to verify the claim documents were delivered 3 weeks ago ***** tracking numbers ******************** & ********************). I am seeking assistance in a obtaining a resolution.

  Business Response

  Date: 05/10/2023

  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,

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

  Customer Answer

  Date: 05/10/2023

   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.