Complaints

• Initial Complaint

  06/11/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  While visiting a family member, I was at the hospital where I was encountered by a security officer who decided to kick me out of the hospital. I have done a lot of work for the state of ********** and I do not appreciate the treatment I received from the facility.

• Initial Complaint

  10/07/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  What has happened to UCLA and healthcare? I have been going to UCLA for 20 years and received good healthcare in a timely manner. Now I am told I can't make an appointment for 3 months. What is going on? In speaking to friends whose health care doctors are associated with hospital based services, such as **************************, are having the same problem. So my direct question to UCLA is why is this happening? The doctors at UCLA won't tell me.

  Business response

  12/14/2022

  Consumer Response /* (2000, 5, 2022/12/14) */ I would like to cancel this case. I do not need to do it.

• Initial Complaint

  09/20/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I have been trying to see an orthopedic surgeon for the past six months. In other words, for SIX months I have been trying to see an orthopedic surgeon and for six months UCLA Health has been trying to send me to the ******************* Orthopedic Institute. I have had experience with the ******************* Orthopedic Institute in the past. They tried to charge me ****** for an injection that only costs ******* They are a bunch of crooks. I explained all of this to UCLA Health. They did not care. Finally, and because I had no choice I went to the ******************* Orthopedic Institute. This time they tried to sell me a knee replacement. Even though last time they said that all I needed was an injection in my knee, this time they tried to sell me a knee replacement. I am still active. I run, I play soccer, I work out. If I get a knee replacement all I will be able to do is to sit and watch sopa operas. I told all of this to UCLA Health. I asked them once more to send me to another orthopedic surgeon. And the lady on the phone with me hung up on me! Then I appealed it and they turned me down. UCLA Health does not care about their patients. And I mean at all. Previous to this I saw a doctor there and I was five minutes late for my appointment. He lectured me for 15 minutes on the importance of being on time. Then he told me that because I was late (only 5 minutes late) that he could not address all of my complaints. I am changing my health provider. But this is a warning to anyone who is thinking of joining UCLA Health.

• Initial Complaint

  09/11/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I asked the UCLA Health ******************* to refer me to an orthopedic surgeon for my left knee. They sent me a referral ************************************************************************* I asked them to refer me to another organization but they kept on trying to send me to these guys****************************************************************** They are a bunch of crooks. Previously I saw them so that I could get an injection on my left knee. There is a series of three injections that have to be made once a week for three weeks. They tried to charge me *******. Or ****** for each injection. When I asked my pharmacist, he told me that each injection is only ******. I was being ripped off by these people. But the UCLA Health office insisted that I go there. Fine, I went and I told the doctor that I needed this lubricant injection on my knee. He recommended a knee replacement. Well yeah, he would make more money with a knew replacement than by just three injections. I told him that I was not interest in a knee replacement and he said that he would submit the request for the injections to my insurance company. After the visit I called my insurance company and they said that the injections were covered and if I requested them from the doctor that they would be approved. But the doctor came back saying that the insurance company had denied it. Not only are they crooks, they are liars! All they care about is making money even if the patient suffers. They don't care about people. Be warned! UCLA Health ******** are the worst!

• Initial Complaint

  08/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Horrible customer service with no updates. History- I was sent to UCLA internal collections because UCLA never updated my address in their systems. Bills were not being sent to my house and I couldnt see my sons bills online. I called billing to update my address, and they confirmed that it was updated for myself, husband, and kids. This was not correct, as UCLA did not update the UCLA-BURL lab account for my son. My husband and I couldn't ( and still can't) see any of my sons bills online so we never knew my son had a balance due. UCLA finally updated the address. I then asked for my sons accounts to be associated with me or my husband (*************) account. I am the gurantor for my son. UCLA then incorrectly associated my sons account (**************) to an incorrect ************* (not my husband!!). I spent hours on the phone with UCLA, and they associated all (well, not all) of ****'s accounts to my profile. Many months ago, I received a bill for ****, and I went online and it showed a $0 balance for myself & ****. ****s BURL account was not showing up on my profile. So I called UCLA asking for this account to be added to my profile. No update. However, all of ****s accounts then disappeared from my billiing profile. I have spent HOURS upon hours with UCLA-billing. This is horrible customer service. I have received no updates. My son is 12 with major special needs and I need to be able to view his bills online. I am unable to view ANY of my sons UCLA accounts. I have repeatedly contacted UCLA.

• Initial Complaint

  08/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On Sunday, August 18, I called UCLA Health Motion Pictures at Toluca Lake and spoke with Care Coordinator*********. I needed to see a doctor but didn't require an ER. Both********* the Care Coordinator and the website advised that I should drive to Toluca Lake to be seen for a walk in appointment. Upon arrival,******** the front desk receptionist said the doctor wouldn't and doesn't take walk ins. I was sent away. It's dangerous, unsafe to do that to patients in need. Both outcomes to delay or deny service are serious when there's a window of time to be seen without things getting worse. It's medical care, this isn't to be taken lightly.

• Initial Complaint

  08/09/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I would like to file a complaint about UCLA Health and the service they provide for patients. Since COVID it takes up to 4-6 or 8 months to get an appointment. They say they will call you back, it takes from 2 weeks to a month. If you are************ you have to call them back and wait on the line for 45 minutes to over 1 hour to talk to someone. I made a appointment to see one of their cardiologist. It took 6 months to get an appointment. I went in to see the cardiologist and the intern said they wanted to follow up with me in 2 months (October , 2022) when I got to the lobby to check when my next appointment will be. I was told this cardiologist did not have a opening until March-2023. If you continue to doing business, this way -you will not be number 1 at anything.

• Initial Complaint

  06/29/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  On May 17th, I had two MRI procedures scheduled. Approximately 1 month prior to that appointment, I had a healthcare concierge service contact UCLA Health for an estimate of my out of pocket costs for these procedures. They relayed to me that I, as the patient, would need to contact them directly to get the costs. I called myself and was told that they can only provide an estimate with 3-4 days of the procedure. On May 16th, I contacted them again to inquire about the estimated cost. I was given two out of pocket costs for the procedure in a written estimate from UCLA: Procedure 1: - Estimated Charges: ****** - My Coinsurance was estimated to be *** of the procedure and quoted to be ******* out of pocket. Procedure 2: - Estimated Charges: ****** - My Applied Deductible ****** + *** Coinsurance ********* and quoted to be ******* out of pocket. The day of my appointment (5/17), I also contacted my insurance and received verbal authorization that both of my procedures were covered by insurance. Taking that into consideration, I was led to believe that my total out of pocket would be approx. ******* I received two bills from UCLA Health related to these procedures on 5/17: - Bill #1 for ******* related to doctor's services (Payment due on 6/20) - Bill #2 for ********* related to hospital services (specific to procedure) (Payment due on 6/28) I attempted to contact UCLA Billing to understand the discrepancy on 6/24. I was told that they could not do anything after it had been billed & I should contact the Pricing Patient Services. They could do nothing either and was told to contact Financial Clearance Unit. I called several times that day and got nowhere. I had to pay both bills to avoid going into collection. I want a refund of the amount estimated to me and the amount I was charged. This is an egregious error to provide an estimate and decide to charge nearly twice that amount after the fact. There is no excuse for misleading me into the estimated charges.

• Initial Complaint

  03/01/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  In summary, my doctor filed a claim on my behalf for a procedure that was medically necessary. It was initially appealed in January 2021 because my doctor did not send my medical records. Anthem accepted the experimental procedure, and paid UCLA Billing in April 2021 a check for ******** for a hospital bill that costs *********** which UCLA Billing sent back. *****/Anthem who told me that the appeal for the experimental procedure was accepted by Anthem, and Anthem paid ********** and that I would just pay *** for a copay. *****/Anthem told me to ask UCLA why they sent the check back and it was suspiciousbecause Anthem's check was almost ****** significantly lower than what I paid, ****** The Supervisor, ****, deleted my claim in June 2021. She told me this by telephone, which I have phone records for. Then **** and ***** ******** split my claim into two guarantor numbers, one in the amount of ***** with Guarantor Number XXXXXXXXXX. One in the amount of ******** with Guarantor number #XXXXXXXXXX. They tried to use multiple guarantor numbers in November and December of 2020 by sending me a ******* medical visit that was remote instead of applying insurance. After, we had that resolved, consolidating guarantor numbers, **** and ***** ******** did this again. The California State Insurance Department thought ****'s action was suspicious, and I filed with Department of Managed Health Care and Department of Insurance in Ohio to get my money, but only the Insurer can file for a review. The Department of Insurance in Sacramento also told me to pursue the UCLA Billing Department. I appealed twice in Summer/Fall and Fall/Winter, which Anthem denied because it was experimental. I no longer have that job since April 2021, which **** was aware of. Either ****/Anthem said that the UCLA Hospital could write the debt off and issue me a check, but I have been having problems with escalating the matter beyond billing.

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