Complaints

This profile includes complaints for Albuquerque ER & Hospital's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Albuquerque ER & Hospital

  9310 Coors Blvd NW Albuquerque, NM 87114-4006

  
• 

  Albuquerque ER & Hospital

  8220 Montgomery Blvd NE Albuquerque, NM 87109-1602

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/07/2025

  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.

  On 01/27/24 my son was seen at Albuquerque ER for emergency care related to respiratory distress. Albuquerque ER fraudulently billed this as a non emergency subjecting me to a higher payment. I requested that the bill be corrected and resubmitted to insurance, but Albuquerque ER refused to do so.

  Business Response

  Date: 01/31/2025

  Hello, thank
  you for allowing me the opportunity to review this complaint.  I have
  thoroughly audited both the institutional and professional billing and found
  that both claims were submitted to UHC as clean claims with a place of service for
  ER visits.  Per the NSA rule, insurance carriers must process all ER claims towards the patients INN benefits level regardless of the diagnosis or the status of the facility with the insurance.  UHC failed to do
  so and processed the claims towards the patients OON benefit levels.  An
  appeal was submitted to UHC to have this overturned, but UHC denied the appeal
  and withheld their original decision; see attached document.  Our billing team is now taking
  further action with a level 2 appeal and complaint to the New Mexico Department
  of Insurance against UHC for violation of the NSA rule.  We understand and
  apologize for the inconvenience this may have caused our patient. 
  Statements for the visit in question have been put on hold until a resolution
  is made by UHC and the billing office.  Patients are welcome to contact
  the billing office for any updates on his appeal status or for further
  questions.  Thank you.

  Customer Answer

  Date: 01/31/2025

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  I informed ABQ ER of the NSA issue multiple times and requested that something be done for months. The complaint was filed only after ABQ ER refused to do so and insisted that I pay the fraudulent carge. NSA rules require OON providers to process these appeals and it should have been done when the initial insurance payment returned at the OON rate. This is not an acceptable way to do buisness.
  
  
  
  Regards,
  
  
  
  ****** *******
  

   

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

• Initial Complaint

  Date:12/05/2022

  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 was in an accident December 27 2021 Not my fault nothing has been paid to me one of the claims needs to have the code changed so workers comp will pay it and me nothing is being done I called them and I was told they can't change it something has to be done if not I don't get my money and the girl that caused the accident gets off scott free Please help me

  Business Response

  Date: 01/11/2023

  See attached for full details

   

  Allowed amount is accepted and non-covered charges are written off per contractual obligation agreement.