Complaints

• Initial Complaint

  02/14/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  2/14/2024 I first contacted Grandview Medical in September 2024 to get my 4 month old an appointment with Dr. ****** The earlier time was December. When December came my appointment time had been moved up and due to work I could not do. ******* came and it snowed so the appointment was rescheduled. Appointment made 2 weeks later. Again moved up and I could not make. Today I had the paperwork completed and on my way to appointment we were stopped by a long train. I called and let them know I was running behind. I unloaded my son and was there right at the 10 minute ***** They argued and said they had the policy not to see my son. Would not provide another time to come. I explained we waited months to Carsyn the office manager. She replied, well thats not my kid. I explained he had pink eye Monday and ear infection. He has eczema I was worried he had asthma, food allergies etc that I was worried. They denied care to my 8 month old son after 4 months of waiting, after rescheduling after me being a new patient and not knowing. They have been a harm to my sons health. The staff shouldnt care for children as the only desire is power.

  

  Business response

  02/17/2025

  Grandview Medical Group is committed to providing quality care for every patient. Patients have the right to express concerns and expect resolution in a timely manner. Out of respect for the privacy of our patients and our responsibility under federal and state privacy laws, we are not able to publicly comment on any individual patient matters. We have a formal process for reviewing and resolving grievances and this matter will be reviewed in accordance with our process. We will investigate the issues raised and will communicate directly with the complainant.

• Initial Complaint

  09/05/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was admitted to Grandview on July the 1st for what was believed to be another heart attack but turned out to be complications from a artiralgram from a prior heart attack just 2 months earlier. I was released on the 3rd and on the 4th I was back in the ** with severe bruising from the procedure. I was being given a unknown course of pain medicine while in the hospital for that reason. I explained to the doctor I was just released .a.nd if he could check my file and see what I was given and prescribe me a small amount till I saw my cardiologist in a couple weeks. The ** immediately refused and said we are not a pain management facility and if I wanted him to prescribe anything I had to go through a host of unnecessary test to rule out another heart attack when I had no symptoms of one. He did a very expensive MRI on my right arm and all kinds of blood work ect. At the conclusion he never wrote me a prescription for anything but found it appropriate to give me a shot of morphine and within 15 min I was being sent out the door without anyone even asking me if I was ok to drive and I almost had a accident because I could barely stay awake. I filed a complaint with patient advocacy and to this very day I still haven't got a response. Several other things have happen to since but I'm currently under the advice of an attorney and told not to discuss those issues yet. The people involved are ************, your head charge nurse in your ** who would only identify as **** and several of your nursing staff. This is your final opportunity to respond before I start litigation.

  

  Business response

  09/05/2024

  Grandview Medical Center is committed to providing quality care for every patient. Patients have the right to express concerns and expect resolution in a timely manner. Out of respect for the privacy of our patients and our responsibility under federal and state privacy laws, we are not able to publicly comment on any individual patient matters. Our hospital has a formal process for reviewing and resolving grievances and this matter will be reviewed in accordance with our process. We will investigate the issues raised and will communicate directly with the complainant. 

• Initial Complaint

  02/29/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My husband was admitted into Grandview medical center on February 12th , 2024 to the 12th floor of the hospital, he was admitted as with many times before with pneumonia at Grandview, we have never had any issues before until this last time, the entire staff on the 12th floor treated my husband like he was not a human, he was threatened by a nurse named *****, he fell three times trying to go to the bathroom because they refused to come to his aid when he called them, so he'd try to get up & go to the bathroom himself & would fall, the nurse ***** specifically told him that she would tie him down on all four of his limbs meaning his arms and legs so he would not get up and was told she would get to him when she could after she tied him down. He was very scared after that and refused to get up to go to the bathroom. He swelled up like a balloon after that he also ended up with a catheter. He would call for his medications sometimes he got it and sometimes he didn't. He was prescribed lasix for his swelling that they refused to give him ,therefore he swelled up like a balloon. They refused to clean the rooms / bathrooms/refuse to empty his urinals / his potty chair. When I would come I would end up doing everything that they would not do. I asked for his bed linens to be changed because he had not had his bed linens changed in 2 weeks and was told they would get to it when they could so on the next day they had not been changed so I went down to the nurses station to ask if someone could change his bed linens and I was handed the bed linens and was told that I could do it myself, therefore I changed his bedding myself. After 2 weeks of him being scared and him being treated like he just was not a human I asked for him to be moved to a different floor he is now on the 8th floor and he's being treated very good and everyone on the floor is kind and helpful! My husband actually felt his life was in danger on the 12th floor and by everyone on that floor but specifically the nurse *****! My husband now has a catheter to try & get some of the swelling down, it's working, however this wouldn't have happened if he'd been taking care of on the 12th floor by those nurses up there! We have had others complain about that floor as well, as well as nurses that said they'd never work that floor again! If I hadn't insisted him being moved he would probably be dead today!I think this should be investigated I have not heard anything else after I complained from anyone and I feel like there are other patients on that floor that could be in danger but probably won't complain because they're scared as well I think that this should be looked into as soon as possible before something happens to someone else. ********************* ************ ******************** feel free to contact me with any questions . I look forward to hearing from you!

  

  Business response

  03/01/2024

  Grandview Medical Center is committed to providing quality care for every patient. Patients have the right to express concerns and expect resolution in a timely manner. Out of respect for the privacy of our patients and our responsibility under federal and state privacy laws, we are not able to publicly comment on any individual ***************. Our hospital has a formal process for reviewing and resolving grievances and this matter will be reviewed in accordance with our process. We will investigate the issues raised and will communicate directly with the complainant.

• Initial Complaint

  05/25/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was admitted to the *** in April of 2022. Once I was coherent, I refused any additional treatment. I was then told by the attending psychiatrist on duty that I must go to the behavioral health unit and if I did not agree to go to the behavioral health unit, she would have me court-ordered to go and threatened to get DHR involved to take custody of my child. I was discharged and involuntarily admitted to the behavioral health unit. I did not receive treatment while in the behavioral health unit, and ended up discharging myself via AMA due to not being treated and my requests to speak with a doctor multiple times being denied. Following my discharge, I was sent a bill for a remainder of a little over $5k that was still owed after insurance. I contacted Grandview by phone and requested an itemized statement, and there were numerous things on the statement that I refused and/or never received, but was being billed for from the *** and behavioral health unit. I contacted Grandview by live chat and spoke with agent **********, who assisted me with submitting a dispute. I was advised that I would be contacted by phone regarding my dispute. I never was. I contacted Grandview by live chat and phone several more times for an update regarding my dispute as I had not been contacted regarding the status of the dispute whatsoever. No one could ever give me a status regarding the dispute. I never received any follow-up phone calls that I requested numerous times. I never received any additional bills after that. Now, in April 2023, I was served by Grandview for the remaining $5k that I was being billed for in 2022. Grandview is taking me to trial in June 2023 regarding this matter. The things Grandview is taking me to trial for and the events leading up to this are completely unethical. My experience with Grandview has been the worst medical experience I have ever experienced in my life. I would like to have this matter resolved before the scheduled trial date.

  

  Business response

  06/07/2023

  We are requesting an extension of another week to provide a response to this complaint.  Thank you.

  

  Business response

  06/22/2023

  Grandview Medical Center is committed to providing quality care for every patient. Patients have the right to express concerns and expect resolution in a timely manner. Out of respect for the privacy of our patients and our responsibility under federal and state privacy laws, we are not able to publicly comment on any individual patient matters. Our hospital has a formal process for reviewing and resolving grievances and this matter will be reviewed in accordance with our process. We will investigate the issues raised and will communicate directly with the complainant.

• Initial Complaint

  02/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I was in Grandview for a Cholecystectomy in October. We registered and paid a portion to the registration attendant who told us that the amount we could pay was satisfactory and that she put a note in for someone to call us about payments. No one EVER contacted us so we tried multiple times to contact someone about it ourselves to no avail of getting through. We received a bill and made 3 payments on it totaling $800. The last payment we made was at the end of January and in February I received notice the bill was turned over to collections with no attempts to reach out before they did this by Grandview. I reached out via email in between payments about setting up a payment plan as well as calling and NEVER was contacted or reached a representative.

  

  Business response

  02/17/2023

  A partial payment was made at the time of service, however the note made on the account stated the patient would contact the facility to make the monthly payment arrangements. I apologize for it being misunderstood. Since an **************** arrangement wasn't made the account did move to our internal collection group on 1/30/23. One letter was sent out and we have since received payment in full on 2/15/23. The patient's credit was not affected nor was any amount reported to any credit agency. Please advise what email address and phone number you were reaching out to and I will be happy to have that investigated and reported to our **************** Director at our ************** Center. 

  Customer response

  02/17/2023

   
  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

  01/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On December 4th, my father presented to the ** for abdominal pain. On December 6th, 2022, he passed away. We went through the appropriate process with the funeral, who initiated the death certificate. The funeral home told us it could be up to 6 weeks to receive a death certificate, so we were prepared to be patient. As we began the probate process, the lawyer requested a copy of the death certificate. We did not have it. We contacted the funeral home at which time they told us that Grandview Hospital had not completed the medical certifier's portion of the death certificate application. We called Grandview. They did not have record of my father as a patient, even though his regular doctors were housed at Grandview. Finally, they "located the paperwork" and were "moving it to the top of the stack" to get it done. Two more weeks passed and it still was not completed. When we reached someone in records, they said they were waiting on the doctor's ********** A few days later, they promise that it will be completed that day and the document will be overnighted to the funeral home. It still was not. Calling the records department back, we learned that the doctor had signed the document but had failed to complete "a couple of boxes" that had to be filled out. They now state that they are at the mercy of the timing of the doctor. To my understanding, Alabama code section 22-9A-14 requires that this information is completed within 48 hours. Obviously, as we are nearing 6 weeks since his death, that code has not been followed.

  

  Business response

  01/16/2023

  **************** signed the death certificate today - Monday, January 16, 2023.  It is being sent overnight to ********************. They have been alerted to the delivery tomorrow. The tracking number is 817290525627.

• Initial Complaint

  11/29/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 5/26/2022, I went in for my annual exam at ****************************************. Since then, I keep receiving the same bills from that appointment with no adjustments for insurance.When I received the bill with no adjustments for insurance, I called the customer support line listed on my insurance card. My insurance company informed me that the reason the bill was never adjusted for insurance is because the bill was never received; it was being sent to the wrong claims address. I called the ******** customer support line and informed them of this. The person I spoke to told me the bills would be resent to the correct claims address.A few months later, I once again receive the same bills with no adjustments for insurance. I again call the ******** customer support line, where the representative informed me that they could see a record of my last call and what was discussed. They informed me that the bills never got sent to the correct address as previously discussed, but they would be THIS time. I think that finally the billing issue is resolved.I am now in receipt of the same bill ***** # ***************** for a third time. Again, the bill has no adjustments for insurance, starting "incurred after terminated coverage." I had active insurance coverage when I received service, and I still have active health insurance. The reason this is showing as terminated coverage is because it is being sent to a claims address that has no record of my insurance -- which makes senses, as its the incorrect claims address.I do not know who else to contact to ensure that my health insurance is used for my medical care. No other medical provider has had this issue. It seems ******** is just hoping I give up on the pursuit to use my health insurance and pay full price.

  

  Business response

  12/07/2022

  ***********************, the laboratory's supervisor for Outreach Processing, has been in contact with the patient via email this week.  
  
  ****************** reached out to ****** by email on Nov. 29, ************************** th email message, ****************** also alerted us that she'd filed a complaint with the BBB.
  
  When reviewing ********************** account records -- we discovered that our business office did issue claims to the correct insurance billing address for ********************** health coverage plan -- however, the claims were not honored or considered for payment upon receipt. 
  
  As a follow-up to receiving the formal BBB complaint -- we did reach out to ****************** by telephone this afternoon to inform her of our receipt of her formal BBB complaint and to share with her details of our subsequent review.  
  
  During the telephone call with ******************,  we outlined our billing efforts and progress to this point.
  
  We also shared with ****************** during our call -- that we have recently asked our business office to provide the laboratory service claims back to her elected insurance plan via electronic claim billing. 
  
  Taking the measure to provide the claims electronically should alleviate any further delay with ********/Cigna confirming their acceptance of the claims for processing. 
  
  ****************** is aware that her accounts will be placed on hold at this time.  ****** received confirmation of this action from our business office earlier in the week. 
  
  ****************** mentioned a THANK YOU to us during the phone call for our follow-up with her.
  
  We expect to receive updated claim decisions from ********************** insurance plan in roughly 30 days time. 
  

  Customer response

  12/13/2022

   
  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.
  
  Sincerely,
  
  *************************

  Customer response

  06/01/2023

  For almost a year, I have been trying to have a bill that Grandview keeps sending me corrected. After multiple contacts with Grandview, customer support, the lab, my insurance, and even a prior BBB complaint (that they asked me to close because they "had solved the problem"), I am still receiving the bill. My appointment was on 5/26/22. I keep receiving the bill with no adjustments for insurance. This is because Grandview has yet to file the claim with the correct insurance provider that I had the time of the appointment. As this appointment is for an annual visit, I am about to have my appointment for 2023 and yet still, Grandview has yet to figure out how to correctly file this bill from 2022. I will not let this BBB claim be resolved until I actually see the problem solved this time. Acct# ***********

   

  

  Business response

  06/19/2023

  ******** has confirmed that after acquiring the patient's correct insurance and refiling, the balance is "0" for services on 5/26/2022.  
  
  We are awaiting a response from ************************** group on an outstanding charge.and have a HOLD on her statements until we have more information. 

• Initial Complaint

  03/22/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 28 Dec 2021 I was admitted for stomach pain following a diagnosis of a hepatic Anuresym. I was taken down to the OR to get an angiogram 4 hours later I was brought back up to my room where my fiancé and I informed 2 nurses that I was experiencing numbness and slurring. Our concerns were brushed off. My fiance left around 10 and I still informed the nurses throughout the night about Mt symptoms and the fact I couldn't feel or move my left side. I was still ignores until morning shift when I stroke alert was called and I was rushed down to CT where it was confirmed I had had a stroke. We filed a complaint through patient advocate but we feel our complaints were not taken seriously. I have deficits and will not be sure how long these deficits will last

  

  Business response

  04/06/2022

  April 6, 2022
  
  Better Business Bureau Serving Central & South Alabama
  
  RE: Elizabeth Malone
  Case # ********
  Grandview Visit Date: 12/28/21-1/14/22
  
  Dear Better Business Bureau:
  
  Thank you for sharing the concern of Case #********, in the email received on March 24, 2022. The concern has been previously investigated and addressed with the patient to include follow-up with the patient regarding the following:
  
  You reported to the nursing staff that you experienced numbness and slurring the evening you came back from surgery and you feel this concern was "brushed off" by the nursing staff. This concern you feel was ignored until the following morning after shifts changed and a stroke alert was called. You would like to know what action is being taken and an apology.
  
  Investigation was conducted with the following findings:
  1. On 1/6/22 at **** you reported your concerns to the patient advocate. On 1/7/22 an acknowledgement letter was sent outlining your concerns with a response to each concern. This was sent to the patient via certified mail to the address provided in the medical record. On 2/3/22 the patient advocate spoke to the patient and it was identified that the address provided in the medical record was incorrect and that the patient had not received the response letter. The patient was again in the hospital on 2/4/22, and the Patient Advocate hand delivered the letter to the patient. The letter outlined the findings and action taken regarding each findings.
  2. We always take concerns shared with us very seriously and the patient advocate along with documentation provided in the letter did provide for our apology for not meeting the patient's expectations.
  

  Customer response

  04/07/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I feel the seriousness of the situation is not met. I still feel like they are brushing off my complaints. This is my life and another patients life I m trying to protect. I am to the point where I will pursue legal action.

*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. ↩