Complaints

This profile includes complaints for Phoenix Childrens's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Phoenix Childrens

  1919 E Thomas Rd Phoenix, AZ 85016-7710

• 

  Phoenix Childrens

  1111 E McDowell Rd Phoenix, AZ 85006-2612

• 

  Phoenix Childrens

  3592 S Atherton Blvd Ste 101 Gilbert, AZ 85297-7444

• 

  Phoenix Childrens

  1300 N 12th St Ste 404 Phoenix, AZ 85006-2866

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.

• Initial Complaint

  Date:01/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Tuesday, January 14 I received a voicemail from Phoenix Childrens Hospital the voice message was automated voice message said hello this is Phoenix Childrens General Pediatrics calling to see if the parent or guardian of *********** would like to complete in a brief health care survey. Then to call the back at ************. I called back and they asked me to do a review of the hospital and review it on a scale 1-10 rate it a 10 the options are if you would like to rate it a 10 one zero I clicked 7 it said invalid response. I then clicked 8 it said are you sure with your response the response you picked was 7 I said yes and it then said your responses were invalid thank you bye bye I called back and it said we dont need to talk to you anymore thank you

  Business Response

  Date: 01/15/2025

  Thank you for the information regarding one of our patients. We take pride in delivering excellent care to our patients. If a patient is unhappy with the care or treatment they have received, we welcome the opportunity to discuss these concerns directly with the patient but do not publicly discuss patient matters. Feedback has been shared with the appropriate department for review. 

• Initial Complaint

  Date:11/29/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 2/11/24 I took my 6 year old daughter to Avondale Phoenix Childrens Hospital ER due to severe ear pain. After a very long wait, the physician examined her and concluded that there was no infection and sent us home with a treatment plan of Tylenol/ibuprofen for pain. The very next morning (not even 12 hours later as her pain continued through the night), I decided to take her to a pediatrician for a second opinion. She was immediately examined and diagnosed with an ear infection AND sinus infection. Shortly after her illness and being treated properly by another pediatrician, I received an invoice from *** in the amount of $1879 due immediately otherwise I have been threatened to be sent to collections. I have already disputed this invoice with PCH THREE times and have provided supporting documentation proving that there was a major medical concern that was overlooked by PCH just hours before she was properly diagnosed with actual infections that needed to be treated with antibiotics, NOT *******. I have requested the remove these charges as they are not valid. She was not diagnosed nor treated properly. *** has failed to provide any kind of written response to the disputes I have submitted.

• Initial Complaint

  Date:09/09/2024

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  Billing. Address Phoenix Children Should be responsible to make sure they send the statements to the correct address, That's the name of the insurance card

• Initial Complaint

  Date:09/05/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 daughter has been battling cancer 2x in the last 15 months. There was a period from August 2023 to October 2023 where PCH was out of network with ***** due to an expired contract. The contract was renegotiated and *** told us not to worry, everything will be back dated. Well here we are a whole YEAR later and still fighting to have our balance corrected. The kicker is that despite multiple attempts to have this corrected and re-billed PCH was ZERO help. Instead of helping me, they sent me to collections even though they were aware I had already been in contact with Aetna multiple times. For a nonprofit hospital, they do very little to help families like mine because we're not free loading off the government. Not only due I have to worry about my daughter's health, I have the added financial stress on my shoulders. Thanks for nothing, PCH.

  Business Response

  Date: 09/06/2024

  Thank you for the information regarding one of our patients. We take pride in delivering excellent care to our patients. If a patient is unhappy with the care or treatment they have received, we welcome the opportunity to discuss these concerns directly with the patient but do not publicly discuss patient matters.

  Customer Answer

  Date: 09/06/2024

  This matter has been discussed multiple times with the financial counselors onsite at the ***************** campus and the billing department via phone. Everyone is incompetent and either doesnt know anything or cant help. They understood the claims were being reprocessed because they could see it in the notes and verified that with me. Their reason for sending it collections was because they hadnt heard from insurance and it was basically my word against theirs. Discussing this privately wont fix the situation. Been there, done that.

  Business Response

  Date: 11/06/2024

  Thank you for the information regarding one of our patients. We take pride in delivering excellent care to our patients. If a patient is unhappy with the care or treatment they have received, we welcome the opportunity to discuss these concerns directly with the patient but do not publicly discuss patient matters. 
  

• Initial Complaint

  Date:07/27/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 December 23, 2022 we took our son into the hospital due to difficulty breathing while on vacation in *******. We were visiting family from ******* for Christmas. We spent a few hours in the Phoenix Childrens Emergency Room and he was tested and diagnosed with COVID. We informed the hospital that we were self-pay due to having a health-share network (Liberty Healthshare) where we submit bills to them for reimbursement. We provided our address in ******,******* and waited to be billed directly as we informed them of being self-pay. We were sent a bill for $253.00 in May of 2023 and we submitted it immediately to our healthshare network and the bill was paid. The bill is attached below. We haven't heard or received anything since that time. Then, on Monday July 8, 2024 I received a text from an old neighbor in ********, ******* saying that some mail came to them addressed to us. I told her to opening and she sent a screenshot of a bill from trans ************** **** (a collections agency) saying that we owe $6965.46. This is absolutely bogus that they are sending bills to our old address (when they were given and used our new Florida address). They never sent us bills for this amount of money. We have always paid our bills on time and there was never a bill sent. And now we can't submit it for reimbursement from our healthshare network because of never receiving the bill and now it's not timely filed. WE have called and reached out to them and they continue to say they will call back and they don't. They refuse to give us e-mails for supervisors or anything to dispute the matter. This was their billing mistake and using the wrong address and now we are expected to just pay out of pocket instead of being able to send it to our healthshare network. They are not working with us to resolve the problem and it's insane to 2 years later to be hearing about this from an old neighbor. Phoenix Children's hospital has dropped the ball and need to work this out with us.

  Business Response

  Date: 07/29/2024

  Thank you for the information regarding one of our patients. We take pride in delivering excellent care to our patients. If a patient is unhappy with the care or treatment they have received, we welcome the opportunity to discuss these concerns directly with the patient but do not publicly discuss patient matters.

• Initial Complaint

  Date:07/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 been trying to get my daughter an autism evaluation for over a month now through Phoenix Childrens Hospital ************** The coordinators refuse to work through anything other than their portal to send paperwork to my daughters pediatrician. Last time I called the hospital a few weeks ago asking if they could email or fax me the documents for the pediatrician to fill out and they refused. They said they would call the pediatrician to discuss then call me back but I never received a call back. Im at my wits end at this point. Ive wasted so much time trying to get this resolved its ridiculous.

  Business Response

  Date: 07/15/2024

  Thank you for the information regarding one of our patients. We take pride in delivering excellent care to our patients. If a patient is unhappy with the care or treatment they have received, we welcome the opportunity to discuss these concerns directly with the patient but do not publicly discuss patient matters.

• Initial Complaint

  Date:03/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 10/19/23 my husband took my daughter to phoenix childrens for a small cut she got on her forehead. we took her in and got an estimate that it we would have to pay $1211 after insurance. . The estimation showed the following:99282 Emergency Level 2 visit $1160 professional observation $51.18 A few months later we got a bill for $2316 $600 for <2.5 cm cut per your standard charges excel sheet that is almost the *** standard charge not the discounted ins. one.$127 medical supplies $1856 Level 3 ER visit again charged standard not discounted ins. charge per your standard charges spreadsheet after calling and asking for a itemized bill we saw that they coded us for a emergency level 3 visit. My daughters cut was less than an inch and they glued it. No stitches. After we got the itemized bill we called again to have it disputed to which the phone rep was rude and even held onto the call so we wouldnt get the survey. After not getting confirmation of the dispute or hearing anything, i got another bill in the mail for the same amount,i called and asked about the dispute to which they said the level 3 was the correct charge. No one sent me anything about their decision or gave me insight as to why its a level 3 and not a level 2. You want my money but cant explain how things are coded? Its absolutely unacceptable. Per the American medical association:99282 ******************** visit for the evaluation and management of a patient, which requires a medically appropriate history and/or examination and straightforward medical decision making ***** ******************** visit for the evaluation and management of a patient, which requires a medically appropriate history and/or examination and low level of medical decision making So what this tells me is this doctor or facility could not look at a small cut and make a straightforward decision for a less than 1 inch cut or that all they care about is getting the most money they can from preying on the emotions of parents

  Business Response

  Date: 03/27/2024

  Thank you for the information regarding one of our patients. We take pride in delivering excellent care to our patients. If a patient is unhappy with the care or treatment they have received, we welcome the opportunity to discuss these concerns directly with the patient but do not publicly discuss patient matters.

  Customer Answer

  Date: 03/28/2024

  we have called multiple times and have gotten no answer as to why we were charged for a level 3 ** visit. We even disputed it and when asked the status was told it was denied and that is was accurate with no explanation. No one through the billing department could explain why we were quoted for a level 2 ** visit but then charged for a level 3 ** visit. I did not even get a confirmation on the dispute with the statement nor a ruling on the decision. 

• Initial Complaint

  Date:12/14/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  We have twin 19 yo daughters who were diagnosed with a rare brain disease about 3 years ago. Since then, they have had multiple brain surgeries and associated appointments at Phoenix Children's Hospital. On nearly every occasion, Phoenix Children's Hospital has incorrectly billed the insurance (charging secondary as primary, primary as secondary, etc.), resulting in multiple bills that my wife then had to dispute. Also, it seems that on each appointment, and unbeknownst to us, Phoenix Children's Hospital created a new account with it's own billing stream, resulting in multiple payment plans being put in place for the accounts we knew about, and the others going to collections. In every attempt to remedy the situation by phone, my wife was told that the problem had been resolved, and every time that turned out not to be true. Most calls are met with contempt from Phoenix Children's, with the billing agents being rude and confrontational. Even the multiple escalations to "a manager" have had no effect. The problem persists. This has created an almost unimaginable tangle of accounts with Phoenix Children's Hospital, some on payment plans and some in collections. Additionally, this disjointed collection of accounts routinely results in overpayments by us, to the hospital. Which we are told about during one of the aforementioned manager escalations. However we never receive the refunds because on subsequent calls to the hospital we're told they "don't know who we talked to, but there's no overpayment". Overpayment was successfully refunded once, about two years ago, however because of a mistake in insurance billing (billing secondary as primary, and vice versa), the check was made out to my wife's ex-husband, who ended up keeping the money. We received yet another collections letter today (addressed to my daughter), for an account we can't be sure is legitimate because we have payment plans set up that draw money from our account monthly. This has to stop.

  Business Response

  Date: 12/22/2023

  Thank you for the information regarding our customer's concern. We take pride in delivering excellent care to our patients. If a patient is unhappy with the care or treatment they have received, we welcome the opportunity to discuss these concerns directly with the patient but do not publicly discuss ***************.

  Customer Answer

  Date: 12/22/2023

  We have been discussing this reoccurring issue with Phoenix Children's Hospital for three years. They manage to resolve the immediate issue, but that same issue happens again and again. They seem to have no interest in solving the systemic problems in their billing department.

• Initial Complaint

  Date:12/02/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  We received services for my son in October of 2022 at PCH. In March 2023 we received a bill in the amount of $830 from PCH. The bill indicated we would be charged $1660 if not paid immediately, so we did this with the intention of following up with our insurance later. Around this time we also received notification that the insurance was denied, but this was due to a coding error of some kind. This issue was subsequently resolved and our insurance paid a negotiated amount of $698 in June 2023.I have called the billing department numerous times (taking vacation time from work) and have been given the runaround. PCH has been paid twice and clearly I am due back the $830 I paid, possibly minus a $20 copay. They said a manager would call me back but this never happened.I complained on yelp and was provided an email address for the billing department. I sent a detailed email with copies of all paperwork but have received no response.

  Customer Answer

  Date: 12/20/2023

  
  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,
  
  *******************************
  
   
  

• Initial Complaint

  Date:09/27/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 son had surgery at PCH on 1/12/2023 and due to medical reason has continuous follow up appointments there as well. Prior to his surgery on 1/9/2023, I received a call from PCH to pay for our co-pay for the upcoming procedure. I was told after confirming with insurance we owed $400 that needed to be paid ahead to avoid delay in surgery. After the surgery I received our Estimation of Benefits from our insurance showing that we were supposed to only pay $350 total. Even after this I still received a bill in the mail for $200 and was told that the money I paid was mistakenly placed in the anesthesiologist account. I explained that I had the *** in front of me for the anesthesiologist showing a zero out of pocket expense and I cannot be charged twice for the date of service. I have placed several calls to PCH from February 2023 on trying to get back the $50 overpayment. I continuously am being told by the billing department that until the account is settled they cannot issue a refund. I explained that the account will never be settled as my son has continuous appointments with PCH and we pay our co-pays at the time of service, which should reflect in the system. 03/13/23 I sent an email to PCH providing proof of payment with respective ***s thus far and still no refund. I was told in May 2023 that the $50 would be credited to my account to which as of todays date has still not been done. I was told there are bills in collection. I have also called several times asking if there are any balances that remain unpaid that I have not received and have been told there is none, but PCH will still not release back to me my money. PCH has constant billing issues where I am billed twice for payments that have already been made due to their errors. 9/26/23 was the most recent attempt to receive payment, which was unsuccessful in receiving it.