Complaints

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:07/10/2023

  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 received a periodical well-woman visit on 5/10/2022. Months later, I was billed a copay. When I inquisired (well-woman visits have no copay), I discovered that my visit was erroneously coded as diagnostic. Since then, I have reached out to UNM Medical Group many times to have the error rectified--and got absolutely nowhere. Please look at the provider's clinical notes, which make abundantly clear that the visit was not diagnostic, and cancel the bill once and for all.

  Business Response

  Date: 07/12/2023

  Hello,

  We did received a dispute from this patient back in March 2023 and this was already sent to the coder for review and the documentation does not support the billing for a wellness claim.. The documentation supports the dx billed and will not be corrected. There is no further review to be considered. If she is still disputing this she may want to ask her physician but she can review her medical records for this visit. 

  Customer Answer

  Date: 07/13/2023

  Complaint: ********
  
  
  
  I am rejecting this response because: the clinic note provided by the physician  makes clear that (1) the visit of 5/10/2022 was an annual wellness exam; (2) that the visit did not result in a diagnosis (I have been "menopausal" since my hysterectomy of of 01/08/2018, so "menopause" cannot be a diagnosis); (3) that the prescription for hormonal therapy replacement was a *renewal* and not a new prescription. In other words, the physician did not do anything that went beyond the boundaries of an annual wellness exam. 

  In support of this response, I am attaching a copy of the clinic note, as filled out by the physician on the day of the visit. 

  
  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]

  Business Response

  Date: 07/17/2023

  Hello, I will have a coder re-review this and get back with you. 

  Customer Answer

  Date: 07/18/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  While I appreciate the respondent's willingness to have my case reviewed, a promise to review is not a satisfactory resolution. I will only accept a resolution that codes my visit correctly and removes the copay charge from my account.
  
  
  
  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:05/04/2023

  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.

  I was called about an overdue bill from UNM Medical Group for $627 dollars which would be sent to collections if I did not pay. I had not received this bill at my current address where I have resided for over 4 years. The agent stated the bills were being sent to a previous address that should have been updated. I worried that this may be a fraudulent call and she reported the date of service was 4/11/23 & the final notice was sent to the old address 4/30/23. I did not have any services rendered on that date & it was not appropriate for a bill that was only 2-3 weeks old to be sent to collections. I called the UNM Medical Group general info number back & asked for the billing department to verify. I was connected with a 2nd agent & was told my phone # was not linked to any accounts with UNMMG but they did have the overdue bill for $627 w/date of service of 4/11/22 with statements being sent to the old address. The agent rescinded her previous statement that they did not have my phone number on file for this account & stated they have record of phone calls to notify me. I asked for a receipt to be sent to me to review & ensure my insurance was sent a claim & I was told by this agent that my insurance covered ~ $1,000. The bill lists me as self-pay & there is no mention of insurance coverage. The bill is appropriate for the services, but the correct address was not used & my insurance was not notified of the claim; this info was provided at the appointment. The agent reported the bill was sent to *** 5/3 & to rectify the situation w/ them. I asked to speak to a supervisor to get accurate info to resolve the situation. I was told they would contact me before the end of the day. I called again a few hours later to clarify if the bill was sent to *** so I could pay ASAP & not have the record on my credit history. The 3rd agent confirmed it had been sent to *** 5/3 & said "If you ask, they can return the report to us & we can have you pay us & keep it off your record".

  Business Response

  Date: 05/19/2023

  Hello, this case has already been reviewed and resolved on 5/8/23 all accounts were cancelled back from the *** vendor and requested to have any credit agencies contacted to have the information removed and a letter also sent to the guarantor that this as completed however this was not done form this BBB inquiry. A number of emails have gone back and forth with this guarantor about this so she has been informed of the actions taken. 

  Customer Answer

  Date: 05/23/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  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.
  
  
  
  Regards,
  
  ******** ********

• Initial Complaint

  Date:08/09/2022

  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.

  Before making an appt for my children, I got confirmation from my insurance that the doctor was covered under our insurance. However, it needed to be billed to our out of network company (*****) since we do not have a pediatric pulmonologist in our area. UNM Medical Group continues to bill our in network company ********) rather than *****. Therefore, I am receiving large bills that are not being covered by my insurance. I have called 3-4 times and unm medical group has told me they would resolve it, however, have not. This has been an ongoing problem since July 2021. The pulmonologist also billed both of my children individually for a 25-50 minute person visit even though he did a 5 minute phone conversation for both children combined. I disputed these bills but have not heard anything since. I'm not happy with this service and would like for my bills to be sent to the correct place without having to call for almost a year.

  Business Response

  Date: 08/29/2022

  Hello, there is not enough information in this dispute to be able to research. We need Medical record information of the patient names and birth dates without this we can not respond appropriately. thank you **** *******