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Business Profile

Hospital

University Of Utah Hospitals & Clinics

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for University Of Utah Hospitals & Clinics's headquarters and its corporate-owned locations. To view all corporate locations, see

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University Of Utah Hospitals & Clinics has 18 locations, listed below.

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    Customer Complaints Summary

    • 12 total complaints in the last 3 years.
    • 2 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:09/05/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 had a virtual visit with Doctor Bobbi T Heaney on August 31 on Friday I actually had two different visits with her with both of my children over concern over my son’s head injury she never saw him in person and decided to call social services on a concern that I have I work for the state of Utah and we work with people being discriminated with in the medical field all the time I asked her to schedule an appointment to get my son head looked at. She stated in the visit that my son was fine. They didn’t look like anything was wrong with him refused to schedule any appointments for me to anywhere after the virtual visit she decided to call so Service did not even do her job in this case, this was not a visit where there was any signs of child abuse or anything. I’m not sure why she made that phone call or why she’s a healthcare provider and she cannot even give back to her community and do her job and again she wrote on Dcfs report that she saw no visible injuries on my son. She never saw him in person. This was a telemedicine visit. I have never experienced such Racism in my entire entire life of living in Utah specially with a healthcare provider

      Business Response

      Date: 09/06/2024

      We are incredibly sorry to learn of these concerns, we do take claims of discrimination seriously and will have our Customer Service team outreach directly today to begin our grievance process. 

      Thank you,

    • Initial Complaint

      Date:09/04/2024

      Type:Billing Issues
      Status:
      Resolved
      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 took my daughter to urgent care in 11/23 for a broken wrist. She received a quick visit and xrays. It was determined that her wrist was broken and she was given a prefabricated splint to wear until the follow up with the orthopedic doctor. I was charged for an office visit and a "splint application" (CPT *****) code. I have been trying to dispute the splint application code as it should not have been billed. The person I messaged with online was insistent that they are able to bill the code. I tried to provide documentation stating they could not bill that code and in order to bill the code the practitioner had to in some way "make" the splint and it could not be used on a prefabricated splint. As I was trying to work with them on this issue, they sent the bill to their collection agency and now they will not talk with me. All this for $38.74. It is fraudulent to bill me for services I did not receive.CPT ***** short description- Application of short arm splint (forearm to hand); static CPT ***** definition- The physician applies a splint from the forearm to the hand. A short arm splint is used to immobilize the wrist. Cotton padding is applied from midforearm to the midpalm region. Plaster strips or fiberglass splint material are applied along the palm side of the hand, extending to midforearm, maintain the wrist in the desired position. An Ace wrap is applied by the physician to hold the splint material in position. The **************************** (AMA) stated in CPT Assistant (May 09:8) that splint application requires creation of the splint.Based off the above information, billing CPT ***** for a prefabricated splint is inappropriate billing. To bill me for this service is fraudulent. I have paid for the office visit charge but the splint charge should be reversed and the account removed from collections.

      Business Response

      Date: 09/06/2024

      Thank you for bringing this concern forward, we sincerely apologize for the frustration. 

      Our billing team has corrected this error and the cost was voided.

      Thanks,

      Customer Answer

      Date: 09/06/2024

       
      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.

      Sincerely,

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

    • Initial Complaint

      Date:06/25/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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 June 15th our suicidal daughter was released after 8 hours from the University of Utah's emergency room. This is after being pink sheeted ( handcuffed by police) after threatening to kill herself and have the blood everywhere in front of my husband who is in heart failure. We thought we had finally gotten to a point where my daughter ******************************* who has been hospitalized three times for suicide attempts was going to get some professional help at Huntsman's facility since she still had ******************* All her medical records should have been available to the staff since she has been hospitalized at the ** of ** and at the time **N.I She is currently screaming and saying she wants to kill herself but after 4 police visits at our home and 5 visits by the crisis team who told us she needed to be admitted through the emergency room, we simply don't know where to turn.Our oldest daughter is an attorney for mental health court and even she doesn't know what to do.We plan on having this situation reviewed by an attorney. How could anyone release someone who has had three prior suicide attempts and was taken by ambulance handcuffed and with her history allowed to walk out barefoot to our home a few blocks away.

      Business Response

      Date: 06/26/2024

      We apologize, however due to privacy, we will be unable to respond with specifics where this report is not the patient and there is not a release of information signed.

      Customer Answer

      Date: 06/26/2024

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not  satisfactory to me. 

      Sincerely,

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

    • Initial Complaint

      Date:06/24/2024

      Type:Billing Issues
      Status:
      Answered
      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 Blue *************************** through the University of ****, which covers annual checkups for free. In May of this year, I had my annual checkup with my provider to satisfy my insurance discount. After the visit, I received a $20.00 copay charge, claiming without any specifics that this visit included "discussion" of elements not covered by the annual visit. This same issue occurred last year in exactly the same way.The insurance adds unspecified "discussions" as a way to charge the $20.00 copay. This appears to be a pattern. If other patients are being charged $20.00 for their annual visits, which should be free, the insurance is overcharging a substantial number of patients. While $20.00 may seem insignificant individually, it can add up to a significant amount when multiplied by thousands of patients.

      Business Response

      Date: 07/03/2024

      In review the account our coding team confirmed the separate charge was not supported and voided it on 6/28/24.
      The insurance will be refunded for their payment and the patient has a zero-balance due.  Our apologies for frustration.

      Thanks,

    • Initial Complaint

      Date:06/11/2024

      Type:Customer Service Issues
      Status:
      Answered
      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 asked to speak to a patient advocate several times because I had concerns about how my account was being treated after I noticed discrepancies. Not only did UoU NOT connect me with their patient advocate or provide me with patients right information, but they blocked me from being able to make any further inquiries.

      Business Response

      Date: 06/18/2024

      In reviewing the patient's account there was a complaint about coding,  which was confirmed to be correct.  I reached out to coding again to reaffirm that billing was accurate.  Following the complaint and confirmation coding was correct,there was email communication with the patient about payment and her account going to collections if payment was not made.  The patient failed to make payment and the account was sent to collection.  The patient then requested to speak with a supervisor, however,  because the account went to collections she was declined and referred to our collection partners.

    • Initial Complaint

      Date:02/29/2024

      Type:Product Issues
      Status:
      Answered
      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.
      Received bill in February 2024 for services rendered the middle of December 2023. Went online to pay bill that same month and was notified that there is no balance. Contacted *** and was informed that the bill had been sent to collections. Called ***, said that they sent the first bill out in Feb and within two weeks they had sent it to collections. They said tough and there was nothing they could do. I do not know a single business that sends out a first bill and before the end of the month they have sent the balance to collections. This is shady business practice.

      Business Response

      Date: 03/01/2024

      Hello, 
      Based on this information provided, we are unable to locate any current bills or collection accounts.  If the consumer has more information or a physical bill that would be helpful.

      Thanks,

    • Initial Complaint

      Date:07/28/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 07/28 I seen *********************** via virtual visit. From the beginning of the visit she was very rude and condescending her tone of voice made me on edge and I treated her the way she treated me. I told her my kids were seen in clinic and were all positive for strep. She immediately and I mean immediately shook her head no and said " we don't just throw drugs out there" I don't make the rules. After that comment I did ask " so get sick and then come in" she said you are being abusive and said I can put a test in . I told her that was fine. I wanted to leave the visit as she made me feel very uncomfortable and she said " nope this is not how this works, I need to know what drugs you are allergic to" I was done at that point and said " your not prescribing me anything". She called me abusive and combative, even though she came in to the visit not even knowing what I was going to ask and just immediately said " we don't just throw drugs out" I never asked for that. I was making a visit as I was told to because I was told everyone needed to be seen. I was just in clinic and left prior to the results. I have also reported ***** to DOPL as well. I would very well hope you don't tolerate this type of behavior. I was absolutely rude back after she came in to this visit with that attitude.

      Business Response

      Date: 07/31/2023

      Hello,

      Upon review, the provider was attempting to ask questions, however the consumer was unfortunately cursing and verbally abusive towards the provider.  The provider attempted to de-escalate the visit, however had to ultimately end the visit. 

      Thank you.

    • Initial Complaint

      Date:11/18/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      My mom was admitted on November 2 in icu and university of utah for double pneumonia got released to room **** which they refused to help my mom ***** *** ******* they refused physical therapy or letting her go to the bathroom on using a bed pan I would have to honestly have to save they are the worst hospital and the help don’t care my mom’s disability they made in fun of her on 11-17-22 saying she is a disgrace when they were taking her to do her swallow study

      Business Response

      Date: 11/21/2022

      Thank you for sending.  Unfortunately, this person is requesting protected health information for another party, so the release of information is not valid and we are unable to respond.

      Thank you,

    University Of Utah Hospitals & Clinics is NOT a BBB Accredited Business.

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