Complaints

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

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  Northwest Medical Center

  6200 N. La Cholla Blvd. Tucson, AZ 85741

• 

  Northwest Medical Center

  2945 W Ina Rd Tucson, AZ 85741

• 

  Northwest Medical Center

  1920 W Rudasill Rd Tucson, AZ 85704-1076

• 

  Northwest Medical Center

  6180 N Corona Rd Ste 106 Tucson, AZ 85704-1098

• 

  Northwest Medical Center

  1295 W Duval Mine Rd Green Valley, AZ 85614-5003

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:04/21/2025

  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.

  Bill for services already paid by insurance company. Claim sent to **/*****. Claim should have been sent to **/BS TX ******** Advantage which is on my account. I guess that was realized as an error and sent to the correct location. Attached is a copy of the *** indicating the claim was paid last year.

• Initial Complaint

  Date:04/16/2025

  Type:Order 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.

  This business is attempting to scam clients by over collecting, not applying payments, and then re-invoicing. In February 2025 I took my daughter ******* into the ** Urgent Care location and was informed that I had a previous Co-Pay balance from another recent trip with my other daughter June the month prior. She asked if I could take care of both charges at that time (totaling $100) which was appropriate. The payment for the previous visit was never applied, but was billed. Upon receiving invoives from ** urgent care I have kindly requested and provided documentation for payments made and requested they be appropriately applied. They were either not responded to at all, or the recent response was that the payment made in February 2024 was actually for a 2022 invoice that was never billed or accured, and that this $50 invoice is still due. This is clearly untrue, and I seek immediate resolution. Attached is my Credit Card statement documenting the $100 charge to ** urgent care. I've also attached the invoice they're claiming I haven't paid.

  Business Response

  Date: 04/17/2025

   

  Good morning

  I have shared this information with the Clinic Admin team at Northwest Medical Center Tucson, to also include copies of the statement that was sent and the payment info.  Somone from that team will review and provide back an update and response within 10 calander days. 

  Thank you

  ***** *****

  Director ************************************** of ***************;  **extended business office of Northwest Medical Center Tucson 

  Customer Answer

  Date: 04/21/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. The resolution is simply a reiteration of a flawed statement, but I do not have the energy to fight this any longer so they can just take my money.
  
  Regards,
  
  ***** *******
  
   
  

• Initial Complaint

  Date:01/22/2025

  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.

  The nature of this report is about the third-party they use for their background checks. They are getting false information from this company. And need to get rid of this third-party that they are using. They tried to get me to pay them money to take this false information off my background check. I called the FBI to do a background check and they said my background was clear.

  Business Response

  Date: 01/22/2025

  Good afternoon 

   

  Thank you for reaching out regarding the information thats being obtained by an outside source for background checks.  I have referred your information over to the HR Department at the hospital as they would be the only department that we are aware of that perform background checks for possible employment. If the background check was not for that purpose, please let me know. 

   

  Sincerely, 

  Carol Lilly

  Director AR Support - SSC Fort Smith Arkansas 

  **extended business office of Northwest Medical Center 

• Initial Complaint

  Date:01/16/2025

  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.

  While visiting the emergency room, here at the Northwest Medical Center, not only was my boyfriend basically not properly treated/seen, but the same PA by the name of “Kane”, was also showing unnecessary disrespect towards others patients. The emergency room was very busy, and after over hearing half of the people waiting, most of them had been waiting for 6,7,8 hours, without being seen, or updated on any of their results. At one point, a frustrated husband, (who had been one of the couples who had been waiting for over 6 hours, who we will call husband A), approached the check in desk to ask what the reasoning for the long wait and why hadn’t they been seen or spoken to, the PA “Kane” walked out and told another couple, (that happened to be up At the check in desk to complain as well), about the issue with one of the husband B. And after hearing what was wrong, husband A simply asked, “well, if that’s all that is wrong, then why has it taken you so long to let them know?” To which PA “Kane” Shouted in husband A’s face, “BECAUSE I JUST FOUND OUT NOW!” Then walked away. I understand when the emergency room gets busy, and patients are complaining and becoming frustrated with the staff, it can become hard to stay patient, but the absolute lack of patience and respect towards, not just the two husbands, but anyone he seemed to speak to, in general. If someone in the medical field is going to become provoked so easily, and throw any form of professionalism out the window, so quickly, they really shouldn’t be working with patients. Besides my boyfriend, this PA “Kane” seemed to basically discharge, any patient he either didn’t want to deal with, or didn’t have the patience for, almost immediately after they/we checked in. His overall attitude, disrespect, and arrogance went above and beyond the typical being tired and overworked, as most medical staff endure. Just knowing he is someone who seems to be in charge, is the reason we won’t be returning.

• Initial Complaint

  Date:01/02/2025

  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.

  I was bitten by a brown recluse spider before Christmas went to the emergency room was treated pretty good except I was left in the emergency room for 3 Days finally got into a room the security guard and nurse came and kicked me out on New Year's Day at 3:00 in the morning because I had a e-cigarette in my possession. The security guard threatened my life insulted me made fun of my condition and my insurance carrier and refused to let me use the parking lot or the restroom to wait for a cab and believe myself I ended up defecating on myself and having to ride home to Green valley like that

• Initial Complaint

  Date:12/13/2024

  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 some answers on a GI issue since June of this year. My doctor was helpful - the hospital on the other hand is not. They are completely unprofessional. I had to repeat the same study due to the hospital not informing my doctor that their protocol changed and he needed to specify it was to be the 4 hour study so they defaulted to the 90 minute - which according to ALL research is not appropriate to test for what he was testing me for. So I got double billed, they collected money from my insurance twice. I filled a complaint in OCTOBER. Got a letter in the mail it would be researched and I would have an answer by 11/29/2024. It’s 12/13/2024 and I have yet to have an answer on how they can solve my problem. The patient advocate refuses to return my phone calls and it is impossible to get a hold of anyone else at the hospital. On top of that, the “doctor” who read my radiology report does not have a nuclear medicine endorsement on his license. The reading I got back was completely invalid - especially according to other doctors in other hospital systems I’ve talked to about his reading. I have not paid my bill for the tests yet because I should not be held liable for EITHER test due to BOTH circumstances via the reading and having to repeat it.

  Business Response

  Date: 12/20/2024

  Hello.   Northwest Medical Center - Houghton has reviewed the account for Ms. Joclyn Burke #1732-3018246, services performed on 9/30/2024.  Claim was filed to the patients insurance and left her to owe $340.23 for this service date. A complete review of the patients medical records have occured and the charges are correct with what was billed.  We have apologized for the patient needing a second exam which was performed on 10/15/2024.  There was no balance left to the patient for this additional exam.  Charges are correct for what was billed on 9/30/2024 and we stand with what is owed. 

  Thank you

   

  Carol Lilly

  Director Customer Service - AR Support

  SSC Fort Smith  - extended business office of Northwest Medical Center 

  Customer Answer

  Date: 12/26/2024

  I will be filling complaints in every department within the state, reporting the radiology head to the board for reading GI Nuclear Med readings without an endorsement. You collected money from my insurance TWICE for an exam that should have never needed to be preformed a second time if the hospital notified my doctor of the new “protocol change”, which will go in all my other complaints bc there is scientific research that shows the 90 minute GES is not sufficient enough to test for gastroperisis. I lost money from taking more time off work to come in a second time - for the correct 4 hour exam. You are essentially committing fraud to the  insurance companies as you made these changes and do not inform your doctors of it. And you get to bill and collect TWICE. I can’t get a patient advocate to call me back to save my life after I was told my complaint was going to be filed at the hospital and would be closed by 11/29/24  - well it’s almost January and it’s still not closed. They also said while my complaint was open they would put my bill on hold - well that was a lie. Since I got a last notice bill, try to send me to collections I DARE you. 

• Initial Complaint

  Date:09/27/2024

  Type:Service or Repair 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.

  Last year I was seen for back pain in northwest ER. I had health insurance at the time and no bills or correspondence were sent to me at all. Now a year later I'm presented with surprise court papers over a lawsuit for $700 out of nowhere. In the court papers there is an affidavit out of the state of Tennessee claiming to be a book keeper for Northwest Hospital. I am not a resident of Tennessee nor are they a Tennessee hospital. Northwest refuses to talk to me on the matter just tells me to contact an attorney, that's what I will be doing this coming Monday.

  Business Response

  Date: 10/08/2024

  Hello

  We reached out via email to Mr. Frederick Parker back on September 28, 2024 via email to **************************** which is the same email that is used in the complaint.  In order for us to locate the correct account that Mr. Parker references in his complaint, we need further information.   As of today, October 8, 2024 we have not heard back from Mr. Parker and are unable to assist him furher and also are unable to research the patient accounting system to locate the correct account. 
  

  We would be happy to assist Mr. Parker further in his complaint but without information that would help lead us to the correct account, we are unable to assist. 
  

   

  Sincerely

  Carol Lilly

  Director AR Support - Shared Services Center   ***extended business office of Northwest Medical Center Tucson 

   

  Customer Answer

  Date: 10/08/2024

  
  Better Business Bureau:
  
  My apologies, but I sent this complaint not realizing I had Arizona and not Arkansas. I apologize for the error. Please consider my complaint for Arizona as void. 

  Again sorry

  
  Regards,
  
  
   

  
  

• Initial Complaint

  Date:09/10/2024

  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 5-3-2024 I received medical care at Oro Valley Hospital Emergency Room. Oro Valley Hospital is a partner hospital to Northwest Medical Center. The physician that cared for me was Fred Gardezy. He works for Northwest HBP Medical Services, LLC, and provided the medical service at the Oro Valley Hospital. I provided my current insurance information to the Oro Valley Hospital registration clerk as part of the intake process. A few weeks later, I received a bill from Northwest HBP in the amount of $883.00, with the explanation that I was not eligible for insurance benefits. They failed to bill the correct insurance that I provided the hospital clerk, resulting in the claim being rejected. I tried multiple times calling, leaving messages and requesting a call back. It took over a month for a return call. When I was finally called back, I provided them with all the correct insurance information. The person I spoke with at HBP stated that they would refile the claim against the correct insurance. This evidently has not happened, and I just received a notice from a collection agency. My account #651734A1576 is for Northwest HBP. Please help me to obtain the assistance I need to correct this incompetent error. I do not know if this is a scam or if it is for real, but I believe it to be a very serious problem, affecting many other innocent people. Thank you-

  Business Response

  Date: 09/25/2024

  Hello.  We have recevied word from the Physician Billing Team that in fact as of 9/17/2024 they have filed the outstanding medical claim to Ms. Didio's insurance.  There is nothing owed by the patient at this time as they are seeking payment from the insurance carrier that was filed.   There has not been any correspondance recevied back from the patients insurance as time needs to be allowed for the insurnace payer to process the claim. 

  Sincerely, 

  Carol Lilly

  Director AR Support

  Shared Services Fort Smith 

  **extended Business Office of Oro Valley Hosptial 

• Initial Complaint

  Date:08/27/2024

  Type:Product 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 was taken to northwest by ambulance. I then was told I had to sit in the lobby. This was An emergency and had to wait. After waiting in lobby I was passed from room to room. I had blood taken by ambulance yet the er took my blood. I had also had blood taken that morning by my regular dr and was awaiting an emergency ct scan the next morning but my pain was unbearable and went to er. Why did they take my blood twice? My arm is swollen and bruised now. Then was put in a room with another patient who was scary. He was yelling and screaming and being downright loud to staff. Felt my safety was an issue. Was stuck in a chair with stomach pain where all I could do was lay on top of my legs and crying in pain. Then was finally taken to a room hours later with a bed. I was told I had to stay all night. I received antibiotics and pain medicine along with something for anxiety about staying. I was still worried about my encounter with the man from earlier. I was woke for all reasons under the sun yet was not when Dr came in. They said oh it will be awhile till you see Dr now since you were asleep. Ummm what? Then was told no one could figure out what my problem was. I saw four different doctors while I was there and no one could figure it out. I was transferred to another room. They told me that eventually I would have room upstairs but was discharged before that ever happened. I was told my diagnosis and my infection was from binge drinking. I don’t drink not even a little. I was told three times it was from binge drinking and when I argued with them, they totally dismissed me. My dad even told them I don’t drink. It’s not something I ever do! Was told if I needed surgery, I would have to go to tmc The only good thing was I got IV antibiotics. I will never return worst experience of my life later and I’m still in pain when I asked for the information to be sent to the doctor. They never did it. I had to call and argue to get it sent

  Business Response

  Date: 09/06/2024

  Hello.   The Risk Director at Northwest Medical Center Tucson spoke to the patient and the following was discussed. 

  Chief complaint was ED visit.
  - Delay of care in lobby 
  - Seeing a few MD's in the ED 
  - Stated that the MD stated she had a drinking binge and she stated that is not the case
  - Stated she had fallen awhile ago
  - Stated MD has no bedside manner
  - Was admitted to hospital/ awaken up several times during the night but when MD came she was sleeping

  
  Risk Director at the Hospital offered her sincere apology and Ms. Baker was happy to speak to the Risk Director  regarding her visit. Ms. Baker  appreciated the follow up.

   

  Thank you 

  Carol Lilly

  Director Customer Service 

  **extended Business Office of Northwest Medical Center Tucson. 

• Initial Complaint

  Date:08/08/2024

  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.

  Northwest Healthcare Systems emergency room improperly billed me as self pay when I was an insured patient on September 2, 2022. This year I found out their physicians contractor Truepartners filed bankruptcy and sold my account to collections agency Wakefield and Associates without my knowledge, I have not recieved any communication from either about this bill. Both NW hospital and the current physicians contractor deny responsibility but every contractor under Northwest is their responsibility, the bill was generated incorrectly by this hospital and disseminated to the physicians billing department, and the radiology department.

  Business Response

  Date: 08/12/2024

  Our office handles all billing related issues for Northwest Healthcare.  I have reached out to Ms. Cartell-Hamilton via her email address to better assist her with her concerns.  

   

  Sincerely,

  Carol Lilly

  Director Accounts Receivable Support

  Shared Services 

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