ComplaintsforChandler Regional Medical Center

• Initial Complaint

  11/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Employee speeding in lot and parking in patient parking.

  Business response

  11/06/2023

  Thank you for bringing this matter to our attention. 

  I have sent this information to the facility to review and address.  Our sincere apology for the inconvenience this must have caused. 

  Bringing this to our attention allows us the opportunity to address. 

  Thank you,

  ************;

• Initial Complaint

  09/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In March my family was treated as we were part of a 5 car pileup where I lost consciousness and had to be helped out of the car in prep to be moved by ambulance with my son to Chandler Regional. I was not checked thoroughly despite stating that the airbags deployed and I hit my head in the accident, that I was having trouble breathing, amongst other issues. We were released with no injury beyond my son having ***** on his neck-and when we received our billing and medical everything was wrong; that I drove myself, i didn't hit my head, my sons billing has yet to be released, the hospital refusing to work with my lawyer an having to get me involved 6 months later (for the hospital to claim no one ever reached out to them)- now I have submitted the billing and the patient amendment and **** in Amendments specifically is the worst to have to work with out of all of the incompetency's illustrated by a hospital. Absolutely no care in the world, no room for escalation, talks over people- and then when I asked to talk to billing she got huffy and hung up on me. When I called back asking to file a formal complaint against her, she put me on hold for over ten minutes and never came back to the line. The gross amount of negligence from a hospital is insane and beyond concerning. This is the only thing holding up our litigation and it is completely at the fault of chandler regional- for their lack of customer service, attention to detail and professionalism.

  Business response

  09/20/2023

  Thank you for providing the concerns and allowing us the opportunity to provide a response.  Due to the nature of the matter, the complainant was contacted directly.  I was able to understand the concerns and address the matters.   Directions on how to obtain the needed information was provided.  Some of the information was provided and the additional information will be provided by another department.  

  It was confirmed with the complainant, this matter was able to be closed.  Direct contact information was provided and the complainant expressed satisfaction with the resolution provided. 

  Thank you,

  ***************************;

   

• Initial Complaint

  08/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I originally submitted a complaint due to a lack of response from chandler regional. Due to the support from BBB, the hospital did end up calling me. I asked for an itemized bill to be sent to me. I received paperwork to fill out. A few months later, I called chandler regional to discuss my bill and they told me it was at 0. My bill had gone to collections. I want an itemized bill because I am being charged almost the same amount three times (two days I was in triage, one time I actually had a baby). I would like the opportunity to debate my bill. One of those dates I was in triage and was charged **** for a bed. I am a new mom. I am willing to pay my bills but I do need a company that can work with me; especially postpartum. I called chandler regional again last week and they said they use a third party for bills but can connect me with an individual (financial counselors I think) within the hospital. I left a voice message and never heard back. It is not okay to send my bill to collections and not provide me an opportunity to understand why I am being billed so high for a 30 minute triage stay. If my bill can be explained to me, Id like the opportunity to work directly with the hospital and pay off my bill in one go. I asked if I can go in person, the woman on the line said they didnt have anyone at the hospital directly to talk too. How can I still receive an itemized bill now that it is in collections? This also ties into the importance of providing more time to moms postpartum when it comes to their bill. We can do better

  Business response

  08/09/2023

  Thank you for reaching out and providing the details of the billing concerns.  The complainant was contacted and provided details of her accounts and balances.  She expressed satisfaction and had no further questions. Previous responses were sent to the complainant; however, the address provided was to her parents and they are away for lengthy times.  

  Thank you,

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

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

  Customer response

  08/09/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  Summer *****
  
   
  

• Initial Complaint

  07/20/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have made over payments on my daughters account and it doesnt show on billing end that I made any payments. When I called to resolve this they said it was put into a separate account and that they were going to transfer the funds and that it would take up to two weeks. Here I am 2 months later, still receiving statements and getting harassed.

  Business response

  07/21/2023

  Morning,

  We will forward this information for review by ******************************* in billing

• Initial Complaint

  06/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ************************* June 16, 2023 January 24, 2019 *************************************************************************** TO:CHANDLER REGIONAL MED CTR ********************** ********** - ************ ******* - ************ Reference #********* Medi credit PO Box ************************************************* Phone: ************ Dispute To Whom it May ******* I am writing this letter regarding the collection letter dated May 9, 2023. However, I was in your hospital on March 16, 2017. I received a call for collection letters on about 6/16/2023 and today 6/27/2023. It is the first time to know the amount of charge is $143,005.00 for the stent implanted inside my heart. We are surprised that we have not heard from you about the unpaid after almost 6 years passing. You asked me to pay the amount of $509.52. The balance is long overdue, and we have had no explanations from the hospital since I complained after I left the hospital on the same day. Not only this but it is also considered an unbelievable collection. Several letters have been sent to complain.Since day one I left the hospital right away. I called and wrote a complaint and, I left a message with the hospital. I wrote a complaint regarding the staff and floor and another letter dated February **************************** your hospital. Indeed, I was at the hospital for 3 nights, however, I should leave the hospital the next day or maximum after two days. Meanwhile, due to negligence and not checking on the patient as usual as any patient in any hospital. I was there an extra day. The doctor or the chairman manages the floor while I am sleeping on the floor. at that time who was a Chinese oriental doctor who hand on his back all time. He never uses the stethoscope to check on them. Add to this, the floor is crowded with patients, after the operation there is no separate room for each patient. The beds were next to each other; there was no wall between each patient after the operation. Only a carton. When the patients visitors talk, I feel like Im at a party next to me. It is hard to sleep. Indeed, I was very exhausted. I feel I am not inside the hospital. Meanwhile, I thought they refused to send the bell due to my complaint because I was right at the hospital. I was there for an extra night. Indeed, I should leave the hospital early. The amount you're asked is not acceptable due to the following:1- Never respond to my complaint since day one.2- Never Hear about the amount of $143,005.00 before.3- Never heard from the hospital since 2018 until today.4- Negligent from the hospital and spending more nights there. 5- Collection letter now for $509.52 and the incident happened in 2017. This is not acceptable. 6- Never seen a statement from the hospital since March 16, 2017, with this amount of charge.I will go to court if this issue is still against me. My credit is very important to me. However, the hospital causes too much damage to me and my family due to this collection.Sincerely,*************************

  Business response

  06/30/2023

  We will start the grievance process for this case

• Initial Complaint

  06/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ************************* June 16, 2023 January 24, 2019 *************************************************************************** TO:CHANDLER REGIONAL MED CTR ********************** ********** - ************ ******* - ************ Reference #********* Medi credit PO Box ************************************************* Phone: ************ Dispute To Whom it May ******* I am writing this letter regarding the collection letter dated May 9, 2023. However, I was in your hospital on March 16, 2017. I received a call for collection letters on about 6/16/2023 and today 6/27/2023. It is the first time to know the amount of charge is $143,005.00 for the stent implanted inside my heart. We are surprised that we have not heard from you about the unpaid after almost 6 years passing. You asked me to pay the amount of $509.52. The balance is long overdue, and we have had no explanations from the hospital since I complained after I left the hospital on the same day. Not only this but it is also considered an unbelievable collection. Several letters have been sent to complain.Since day one I left the hospital right away. I called and wrote a complaint and, I left a message with the hospital. I wrote a complaint regarding the staff and floor and another letter dated February **************************** your hospital. Indeed, I was at the hospital for 3 nights, however, I should leave the hospital the next day or maximum after two days. Meanwhile, due to negligence and not checking on the patient as usual as any patient in any hospital. I was there an extra day. The doctor or the chairman manages the floor while I am sleeping on the floor. at that time who was a Chinese oriental doctor who hand on his back all time. He never uses the stethoscope to check on them. Add to this, the floor is crowded with patients, after the operation there is no separate room for each patient. The beds were next to each other; there was no wall between each patient after the operation. Only a carton. When the patients visitors talk, I feel like Im at a party next to me. It is hard to sleep. Indeed, I was very exhausted. I feel I am not inside the hospital. Meanwhile, I thought they refused to send the bell due to my complaint because I was right at the hospital. I was there for an extra night. Indeed, I should leave the hospital early. The amount you're asked is not acceptable due to the following:1- Never respond to my complaint since day one.2- Never Hear about the amount of $143,005.00 before.3- Never heard from the hospital since 2018 until today.4- Negligent from the hospital and spending more nights there. 5- Collection letter now for $509.52 and the incident happened in 2017. This is not acceptable. 6- Never seen a statement from the hospital since March 16, 2017, with this amount of charge.I will go to court if this issue is still against me. My credit is very important to me. However, the hospital causes too much damage to me and my family due to this collection.Sincerely,*************************

  Business response

  06/30/2023

  Per review, quality of care concern was received on 02/21/2018.  A review was completed and the response was sent via certified mail and returned as not deliverable.  Address was verified as correct.

• Initial Complaint

  06/27/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I began requesting an itemized statement for the medical bill I recieved from Dignity Health in Nov 2022 when I submitted the necessary forms. I also requested financial aid while waiting for the itemized statement in 2022. I have called the phone number on the Statement of Services bill statements I received multiple times *************). I called this number on 2/23/2022 and 3/24/2023 and agents confirmed they requested a statement. On 3/24 the agent stated their system had an issue and statements had not gone out but this issue was resolved and I should receive a statement shortly. The agent stated this would pause my account while I waited for the itemized statement to arrive. I have still never received an itemized statement that reflects what I am being billed for so that I can verify that I am being billed fairly for the medical service. As of 6/14/2023 I have a letter from ******* stating my account is in collections and they are collecting to collect a debt. I called ************ on 6/26/2023 and 6/27/2023 hoping to resolve the issue with the original source and a supervisor has been unavailable to speak with when I have asked for one. Meanwhile, agents state they do not have access to the information I am asking for and cannot help me. I am unclear on how to get this issue resolved now, and I believe it is legally required that the provider of medical care services provides an itemized statement that reflects what exactly I am being billed for before requiring payment and/or moving an account to a collections agency.

  Business response

  06/28/2023

  Thank you for providing the concerns of the complainant and allowing us the opportunity to reply.  I spoke to the complainant on 6/28/2023 and reviewed each detail of her concern.  The concerns were addressed and are being rectified. Because the BBB is a public forum, we will not provide the details.  We will continue to work directly with the complainant to complete the resolution.

  
  Again, thank you for allowing us the opportunity to reach out to the complainant and rectify these matters.

  
  Thank you for providing the concerns of the complainant and allowing us the opportunity to reply.  I spoke to the complainant on 6/28/2023 and reviewed each detail of her concern.  The concerns were addressed and are being rectified. Because the BBB is a public forum, we will not provide the details.  We will continue to work directly with the complainant to complete the resolution.
  Again, thank you for allowing us the opportunity to reach out to the complainant and rectify these matters.

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

• Initial Complaint

  04/15/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Chandler Regional ************************* continues to call our business looking for a patient, even after being told they have the wrong number. Our business is located 100 miles away from the Hospital. This began before Christmas of 2021 when the front desk at the *********** called to report test results. When their call was returned, they attempted to provide confidential health information about their patient. They were told this was the wrong number and to stop calling. The front desk called a second time, and was again told they had the wrong number, told to delete the phone number from their records, and to stop calling. Beginning on March 3, our business has been receiving a once a week call from Chandler Regional ************************* They were called on March 10 and told they have the wrong number and to stop calling. At that time, the representative assured our business that the phone number would be marked as "bad" and we would receive no further calls regarding this patient. That did not happen. We are still receiving once a week calls and voice mails from the Chandler Regional ************************* The dates are March 14, March 22, April 7, and April 13. How many more times do they need to be told they have the wrong number and to stop calling? How difficult is it to delete a wrong number from their system? How many times do they have to be told that this patient is not an employee, has never been employed by us, and no one at the company knows this person or has ever known them nor been to the Chandler Regional Hospital? This needs to stop before our company is harassed by Chandler Regional Hospital's debt collectors any further.

• Initial Complaint

  02/21/2022

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  On 11/27/2021 I was seen at Chandler Regional Medical Center for Covid-19 Related Symptoms. I was short of breath and unable to understand what was going on or what tests were being ordered. Upon arriving and before being seen by a physician a x-ray chest and ** angiogram were ordered. If I was made well aware of what tests were being ordered and if I had been able to consult with my wife I would not have received the ** Angiography. Many of the staff members seemed puzzled as to why the ** was being ordered for me especially since I was not ill enough to receive any interventions or oxygen. I also learned that the x-ray and ** were immediately ordered upon my arrival without a physical exam by a physician. I can only conclude that Dignity Health at Chandler Regional have a policy or workflow to generate revenue and to not order only the test needed. If I was fully aware of what was being ordered or able to consult my wife or family member I would not have opted for the ** angiogram as it was completely unnecessary.

• Initial Complaint

  09/28/2021

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Hi, I had a surgery at Chandler Regional Medical Hospital on July 14, 2021. Prior to the surgery, I validated with my insurance (******* *************** that the procedure is preventative and would be no out of pocket cost (except remaining deductible). I provided this information to Chandler Regional prior to the surgery. They attempted to **** me nearly 5x the ***** I owed. My insurance worked with Chandler Regional to correct the billing amount. On May 10, 2021 my insurance said the issue was resolved and I would receive a corrected ****. As of today, I have not received a correct invoice in the amount of *****. However, Chandler Regional has sent this to a debt collector, who they can't (won't?) put me in touch with. I am getting spammed by robo calls from a company whose legitimacy I cannot validate claiming to be calling on behalf of a hospital. They are committing billing fraud and harassing people. I need the corrected **** and compensation for my time chasing this.

*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. ↩