Complaints

• Initial Complaint

  12/06/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  - Complaint against Nuvance Health/ *********************, ** - Prepayment of $1,690 on 5/24/24 for admittance to have a pin in ankle removed on 6/3/24.- Cancelled procedure on 5/27/24.- Have called regularly since 8/1/24 to receive refund of $1,690 - Dates called: 8/1, 8/29, 9/30, 10/22, 10/28, 10/30, 11/4, 11/18, 11/19, 11/20, 12/2, 12/3 - Usual response, be patient, sent to "audit" or "sent to escalation.- Sent via Fax proof of my payment to Nuvance Health/*********************, ** 11/4/24 - Manager ****** continues to brush me off, or goes silent - It should not take 6months to return funds - About to file a Suit against this organization.

• Initial Complaint

  11/21/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I have two separate hospital bills with Nuvance Health.On May 31st, I made a $200 payment toward the debts. It has been almost 6 months and the money has not been reflected on my account. I have made countless calls and I have been told so many different things.I sent proof in of the payment that I received from my bank. It was received by Nuvance, and it has still not been reflected on my ********** of yesterday, the woman I spoke to claims the payment will be expedited to be reflected on my account but she is the only person Ive spoken with who has offered this as a resolution.Nuvance has not called me once to keep me updated on what is going on. I have to call them repeatedly and stay on hold for entire breaks or lunch breaks to be able to speak to someone.

• Initial Complaint

  09/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I had a physical with my primary care physician. He requested routine, preventive care bloodwork after the visit. His office no longer handles bloodwork, so he called it into our local hospital, **********************Preventive bloodwork should be covered at 100% per my benefits specialist. But I received a bill for $179.74.Meritain said it was submitted as diagnostic. ****** Hospital's owner, Nuvance, said it was submitted as preventive care. My doctor's office said it was submitted as preventive care. I have record of 9 phone calls to Nuvance asking them to resubmit. That request has been denied.There's a Patient ********* phone number on my bill, but no one answers that line (listed as ************************** front desk suggested I try this number before 9am: ************. I have left messages but only rarely get a human on this line.I would appreciate your help in getting this resolved. Thank you.

  Customer response

  10/24/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Nuvance Health regarding complaint ID ********.

  I've attached the bill. This was routine blood work after my annual physical. It was sent to my insurance as diagnostic care. I'd like to be refunded or have it sent back to Meritain under proper coding for preventive care 
  
  Sincerely,
  ***** ******

  
  

• Initial Complaint

  08/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I am writing to urgently request a clearer explanation regarding the denial of my Request for Amendment of Health Information, which I submitted on July 23, 2024. My request specifically sought the removal of four erroneous items from my health history that I have no knowledge of.Upon receiving the response from your office, I was dismayed to find that the denial letter was undecipherable. The handwriting was illegible, making it impossible for me to understand the reasons for the denial, and there was no name or contact information provided. Furthermore, the letter did not outline any process for disputing or appealing the denial, leaving me uncertain about how to proceed.This matter is particularly concerning to me because, during a recent pre-operative visit, an anesthesiologist mentioned that my records indicated a BENZO dependence and the use of medical marijuananeither of which is true. These inaccuracies, if left uncorrected, could severely complicate future anesthesia and medical treatments.Given the importance of accurate medical records, I kindly request:A clear, legible explanation for the denial of my request to amend the four items in question.Information on how I can formally dispute or appeal this decision.The contact details of the individual or department responsible for processing my request.I am simply trying to ensure that my medical records accurately reflect my ********************** history, and I trust that Nuvance Health shares my commitment to this goal.Please respond at your earliest convenience, as the resolution of this issue is of the utmost importance to me.Thank you for your attention to this matter. I look forward to your prompt response.

  Customer response

  09/12/2024

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

• Initial Complaint

  07/15/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I went to Western Connecticut Imaging/Nuvance Imaging on 2/15 when my network Dr insisted I get a ** Scan due to bleeding (age 64) - She was concerned because my brother had bladder cancer and I had previous surgeries that would warrant immediate attention. Blood continued in my urine - I went for the ** Scan and it was denied by the carrier. I paid them $715 out of my pocket. I appealed the claim and it has since been overturned and APPROVED by *****/Evicore on 6/13/24. I sent the letter to them twice, called about 5 times - kept being told they would call me back and discuss - never a call back and now left 3 messages on their machine - the last was that if you don't respond within 4 days, I am writing to the better business bureau for assistance. No call back. The Cigna case ID is ********. My ID number is ***********. I am so frustrated. They demanded full payment and owe me a refund for all or part of the amount I paid.

  Customer response

  08/13/2024

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding Nuvance Health has been resolved.
  

  (By clicking "OK", your complaint will be closed as Resolved.)

  
  Sincerely,
  
  ****************************

• Initial Complaint

  11/15/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  In summary, my husband is covered under my work insurance. He has had several hospitalizations since April. There have been issues with virtually all bills from Nuvance, including individual charges already paid, charges not submitted to the insurance company, and unexplained charges. After calling multiple times, I was provided with an email address to send questions/problems. I now have a running list of emails that were never responded to, and incomplete information provided after tracking down a "supervisor". Despite my good faith attempts to resolve questions, along with ongoing payments for things that were clear, Nuvance has now begun to send very small charges (less than $200) to collections. I have provided this email chain should you wish to assist in resolving this matter. As much as I would like to pay, but not overpay, our Nuvance charges, I would especially like to prevent others from suffering through this unecessary and stressful process - that could and should be so much better handled.

  Customer response

  12/11/2023

  At this time, I have been contacted directly by Nuvance Health regarding complaint ID ********, however my complaint has NOT been resolved because

  Please see attached email.

  I have continued to follow-up with multiple people at Nuvance and have supplied them with a listing of my payments by check so far, but they have continued to send bills to me for dates of service already paid. 

  Nuvance says that their system automatially applies payments to earliest dates of service, and there's no statement that shows exactly what dates of service my payments were applied to. Without that, it's impossible to know if bills I'm continuing to receive are accurate.

  I have received 4 collections notices for various small amounts. With multiple checks sent, if payments were applied to oldest dates of service, I don't know how I could now be receiving collections notices for these same oldest dates.

  Nevertheless, now that my credit is involved, I have no choice but to pay what they ask for, despite the absence of adequate back-up.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  Sincerely,

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

  Customer response

  01/03/2024

  At this time, I have been contacted directly by Nuvance Health regarding complaint ID ********, however my complaint has NOT been resolved because:

  [Your Answer Here]
  

  The explanation of billing provided by Nuvance appears incorrect - please see latest email. Furthermore, incorrect bills keep coming.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  Sincerely,

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

• Initial Complaint

  05/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I was referred to them by my primary doctor. My insurance requires a referral, which I obtained. I noticed the name of the business didn't matched. I notified my primary and the Nuvance facility for November apt. Then, in December when my bill came I noticed I was charged incorrectly due to referral. Nuvance assured me they would fix. I had apt in December got bill in January. Still not correct. This has been going on for months. I continue to contact them. They say they will fix. I call my insurance company, they say I only had 30 days to get the name corrected on the referral. That is where my frustration starts. I told them at my apt, and then 32 days after apt when I got bill there was an issue. I called and emailed the office at least once a week since March 1st with no response. ( I had major surgery in February 2nd and could not call due to recovery) *******, the office manger finally called me back and on Friday 5/5 and promised she would call by Tuesday 5/9. I have not received any calls, apologies or alternate ways to correct the billing issue they created. Now my bill is at a collection center.

*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. ↩