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:09/27/2023

  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 writing to respectfully dispute the bill that I received. My insurance paid -$6596 via claims submission I was billed a balance of $1167 And I disputed both since July 2023 but Mount Sinai sent the bill to collections. Firstly, I would like to highlight the inconvenience and frustration I experienced during the date and time of the service. I was forced to endure an agonizing wait of over 10 hours at the emergency room, desperately hoping to see a doctor. The lengthy delay in receiving medical attention was nothing short of unacceptable. Furthermore, I was also left waiting for a doctor to interpret my test results. Astonishingly, I was left without any resolution or guidance, as I eventually made the difficult decision to discharge myself from the facility. Shockingly, I wasn't even provided with any necessary paperwork or information before leaving.I sent an email to ************************* which is the person I was told to email when I called. I emailed ***** on 07/13/2023 asking for an investigation.why was I billed when I self discharged myself?I also submitted a copy of the bill on 05/05/2023 to our health advocate which is a free service offered by our medical plan.*************************** followed up weekly with Mount Sinai and she was consistently old the account is under review. On 09/19/2023 she was told the account was sent to collections suddenly. Which means the account was never under review. My complain was never under review and callously sent to collections which affects my credit score permanently?

  Business Response

  Date: 10/19/2023

  To whom this may concern:

  In response to customer complaint ID# ********, we have conducted a review in partnership with our Billing Department. The review determined that both the facility fee and Emergency Department physician fee were appropriately billed for services rendered. After this was sent to the patients insurance,the remaining balance was the patients obligation due to her cost sharing provision with her insurance company. The patient received four subsequent notices of the remaining balance to which there was no response received. Each of these notices contained information regarding our financial assistance policy.
  When an advocate of the patient contacted Mount Sinai South Nassau, it was explained that there were two balances regarding the facility fee and physicians fee. After discussion with the patients advocate in September, it was explained that both balances were the patients obligation. It is our understanding that the situation has been resolved to the patients satisfaction.   

• Initial Complaint

  Date:07/12/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 paid for services rendered on 9.9.22 on 9.28.22 - the amount of ******. My account shows it as due again as of early June. I have called over 40x and emailed over 10x. No avail.

  Customer Answer

  Date: 08/05/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Mount Sinai regarding complaint ID ********.
  
  Sincerely,
  
  *********************
  

• Initial Complaint

  Date:10/14/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 a week ago to make an appointment at the ********************** medicine. The lady that I spoke to ensured me that someone would return my call within 48 hours. It has been an entire week and I have not heard anything from them. Its extremely unprofessional. I just want to make an appointment to be seen by an endocrinologist.

• Initial Complaint

  Date:10/07/2022

  Type:Billing Issues
  Status:

  UnansweredMore 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 visited the Mount Sinai Faculty Practice on December 2, 2022 for an annual skin checkup, which is covered 100% by my insurance as a preventative visit. Unfortunately the way Mount Sinai billed the visit, they used codes that do not tie to preventative care on the insurance side, and so my insurance did not cover the visit.I've been discussing this with Mount Sinai billing, where they detail that codes they use essentially translate to "doctor reviewed your skin to make sure you have no cancer" - but they refuse to adjust the code to allow this visit to be read as preventative. I am now on the hook for $143.86 and Mount Sinai no longer wants to discuss the coding (told me to instruct the insurer to adjust their policies, like I have any chance of succeeding at that...). They have sent my account to a collection agency.

  Customer Answer

  Date: 10/31/2022

  Better Business Bureau:
  
  At this time, I have not been contacted by Mount Sinai regarding complaint ID ********.
  
  Sincerely,
  
  *******************************
  

• Initial Complaint

  Date:08/24/2022

  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.

  In June 2022, an urgent appointment was made with *************************************** at Mount Sinai in Manhattan, which we were told could not take place until August 31st. We patiently waiting for 8/31 to come despite the hardship, and the notable delay (which already was puzzling being that Manhattan is not part of a third world country), and then, our long-confirmed appointment was canceled with no explanation given. We learned that the appointment was canceled because we checked out of an abundance of caution.Not only is this totally unacceptable for any business to treat their customers with such arrogant disdain, but as a medical service provider, this actually goes against the Hippocratic oath that the hospital and their physicians are expected to abide with.I lived and worked in many countries throughout my career, including war zones and developing countries, nowhere have I seen anywhere close to this total disregard for patients, and the carelessness with with Mount Sinai and the staff of *************************************** play with their patient's health and well being. Both incredibly unprofessional, and terribly dangerous.

  Customer Answer

  Date: 08/24/2022

  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 and the matter has been resolved.

  Issue was result of a one-time administrative error resolved by the business.
  
  Sincerely,
  
  ***************************