Complaints

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:01/16/2025

  Type:Sales and Advertising 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.

  I submitted a complaint through BBB, but they removed it because I did not authorize them to publish my surname publicly. This is not resolved as of January 16, 2025. In June this year, I had a somewhat minor surgery on my left calf to remove a lipoma that was about 4 cm in diameter. It was a standard outpatient procedure, and I returned home to the ********** the next day. After a couple of days, I removed the protective (silver) bandage as the surgeon and nurse instructed and thought nothing of the redness and bruising. After a couple of more days, I noticed the redness becoming worse and the pain increasing, so when I met the surgeon for the follow-up appointment by video a couple of days later, he asked to see it and said we'll keep an eye on it. Fast forward the same week, I'm really concerned about infection, so I contact the original referring general surgeon, and I see him that day. He confirmed I had an infection and prescribed antibiotics. After a few days, the infection wasn't getting better, so I was admitted to Queen's on the **********. I was administered very aggressive dosages of antibiotics round the clock and had two surgeries to clean the necrotized flesh and cultures done, which revealed three organisms: two were standard transient organisms such as staph, and the third was *********************. When I heard that from one of the nurses, I was livid. I am a microbiologist by discipline and have worked as a microbiologist for many years. I had to use a wound vac machine (which I am now being charged $4000 for minus the insurance payment) for over 6 weeks with home health care three times a week, and now have a deformed calf because of the negligence of the hospital. I have the privilege of them almost killing me with contamination by an organism that has roughly a 50% mortality rate + hospital bills over $100K + more bills totaling thousands. Thanks for nothing.

  Customer Answer

  Date: 01/17/2025

  My last name is ******, but I don't want it to be posted publicly. 

  Business Response

  Date: 01/29/2025

  Queen's Patient Relations received patient's grievance on December 23, 2024.  Patient's case is active and currently in review.  Patient Relations has been in contact with patient and will provide an update by the week of February 3, 2025.

• Initial Complaint

  Date:12/28/2024

  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.

  I am writing to file a formal complaint against Queens Medical Center regarding the treatment and billing I received on July 3, 2023. My brother *** ** twisted his ankle at my sisters wedding, and we initially thought he was fine. However, the next day, the pain became too severe, so we sought medical attention. Upon arrival at the hospital, we informed the staff that we did not have insurance and could not afford a large bill, as my brother was about to fly back to ***** in a few days. We requested affordable options to relieve his pain for the long flight, with plans to treat him further in *****, where he has health insurance. The doctor assured us that the hospital accepts Canadian OHIP cards and that fees would be covered for Canadian patients, which led us to agree to the treatment. However, we were later shocked to receive a bill stating that only about $100 of the treatment was covered by OHIP, leaving us with a balance of $2747.5. My brother, who was in ***** at the time, had provided my U.S. phone number as the contact, and the hospital began reaching out to me for payment. Despite explaining the situation and the doctors assurance that the treatment would be covered, the hospital sent the bill to collections. In an effort to protect my brothers credit score, I paid the full $2747.5 on February 1, 2024 using my credit card. At the time, I didnt know about the Better Business Bureau (BBB), so I thought I would just absorb the loss. However, after recently learning about the BBB, I feel it is necessary to file this complaint, as I believe there was a clear miscommunication regarding the coverage of Canadian patients. I am seeking reimbursement or a resolution for the amount I paid, under the belief that the treatment would be covered by OHIP as explained by the doctor.

  Business Response

  Date: 01/07/2025

  Thank you for reaching out.  We are currently looking into your inquiry and will be in touch with you.  Mahalo.

  Customer Answer

  Date: 01/07/2025

   
  Complaint: 22740946
  
  I am rejecting this response because:

  Business is still looking into the case without providing a solution. 
  
  Sincerely,
  
  *** **

  Business Response

  Date: 01/10/2025

  Based on our review, patient was informed by Queen's registrar at the time of visit that his account would be handled as self-pay where a 30% discount is applied.  Patient provided his insurance card after receiving the estimate.  Patient was advised that his insurance was out of network and their office was closed to verify his eligibility.  He was informed by the registrar of his financial responsibility and he acknowledged and signed the consent to treat form.

  Patient's sister called and made payment for the balance owed by patient.

  Should patient have any further questions he may contact ******** *******, Operations Manager, QHS Billing Inquiry at ************.

  Customer Answer

  Date: 01/10/2025

   
  Complaint: 22740946
  
  I am rejecting this response because:

   

  I am the sister who called the hospital many times before paying the balance because we were told before receiving any treatments at the hospital by the male doctor that they accept ****************** and they have many Canadian patients who got covered. We emphasized since we entered the hospital that we dont have travel insurance and we dont want a bit bill, just something to relive his pain temporarily so he could comfortably go back home tomorrow for treatment. I called the hospital many times to refuse the bill because the hospital made us believe that they have experience with Canadian patients and they were sure this will be covered. I only paid the balance because they still sent the bill to collection and I was worried my brothers credit history would be damaged. 
  
  Sincerely,
  
  *** **

• Initial Complaint

  Date:12/12/2024

  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.

  Queens did not bill my insurance correctly, and they have no way to contact them other than a phone number they don't answer. They are threatening to send it to collections, but they just need to rebill to insurance. They really need to have an alternative way to contact their billing department and stop sending me harassing letters from no-reply addresses with no way to contact them.

  Business Response

  Date: 12/18/2024

  We spoke with patient and addressed her billing concerns on 12/17/24.
  An update to patient provided on her accounts in question are to be processed accordingly.  Patient acknowledged her understanding.
  Should she have any further questions or concerns, she was provided my direct contact information ******** *******, Ops Mgr. Billing Inquiry **************.

• Initial Complaint

  Date:11/15/2024

  Type:Billing 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.

  I had a bicycle accident in October 2024 and was transported to the Queen's Medical Center. I needed stitches (not many - perhaps 5 or 6; I was NEVER told how many). I didn't have ANY broken bones, nothing fractured, no other wound except the stitches. Even my stitches are now out (less than three weeks later and healed). When I received the bill yesterday (11/14/24) - I was ASTOUNDED that they seemed to charge me for every test possible that my bill is $62,730.14!!!! How is this even possible! This is crazy. All I had was a bicycle accident (no broken anything) and they charge over $62,000???? I dont even make this in salary! This is highway robbery. *** seemed to want to do as many tests as possible in trying to get AS MUCH MONEY as possible. I had fifteen (15) laboratory tests done!! Eight (8) X-rays!! Not only this, but I still have two MORE PENDING charges for INTERVENTION RADIOLOGY!!? This means that the bill will be EVEN MORE than $62,000!! Why was an INTERVENTION RADIOLOGIST (Dr. ******** *******) assigned to me!? Isn't this done when looking for diseases?? I was at the hospital for A BICYCLE ACCIDENT - not a car crash (I fell off my bike. No other person was involved). This is disturbing to be charged this much for such an incident. This bill is THIEVERY! Why was I being checked for diseases? This hospital is crooked. The doctors are thieves and I will fight this bill to the core!

  Business Response

  Date: 11/21/2024

  The ********************** spoke with the patient on 11/20/24 and informed that the charge review completed by billing confirmed to be correct and that there is a request for clinical review and once completed, we would provide an update. ******* also shared the ******* ********* Assistance process, confirmed a financial assistance case was opened, and requested appropriate teams to contact patient for further assistance. Should patient have any questions or concerns, she has been asked to contact ******** *******, Ops Mgr. Billing Inquiry.

  Customer Answer

  Date: 11/21/2024

   
  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

  Date:09/20/2024

  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 Thursday 9/19/24 12 a.m. i rushed my husband ******* to the Queens Medical Center Punchbowl ** because of extreme pain in his midsection, front to back. Pain level 13/10. He was put in to triage room 4, which had a curtain to block out the other pods. The curtain was originally open and they closed it on him leaving him alone until i returned from parking the car (i left my car in the roundabout and wheelchaired him to ** then came back to park the car). When i returned to the ** triage room 4 i saw the curtain closed & no one came in to triage or check on him even though he was audibly groaning in pain and audibly crying out for help. At 12:45 I had to open the curtain and ask for someone to please give him an IV, check his blood pressure, if they could not give pain meds as he is audibly crying out for help and in pain, cold and clammy. They finally took his blood pressure which was elevated & they acknowledged he was diaphragmatic. Only then did they input notes for a doc to see needs pain meds. They didnt ask him to do a urine test until 1:15 but his urine tract was blocked. The ** doc Inamura finally came in at 1:45 A.M. only to scold me and my husband for not seeing a urologist regularly then finally ordered meds near the 2 a.m. hour when the worst pain had subsided. Dr ******* was more concerned about an avoidable ** visit instead of helping my husband with his severe pain for two hours when he needed help. Ignored and dumped in two rooms, the first triage room 4 was dirty, with an open bottle *************** irrigation USP with a half filled syringe, empty blood vials and unclean table tops. The nurses seemed apathetic and more interested in taking their lunch hour and didnt get assistance until i asked. So ill get hit with an ** bill for pain meds he didnt need after riding out the worst pain for two hours after being ignored?! And we went to the ** for what?

  Business Response

  Date: 09/25/2024

  On behalf of The Queens Medical Center (QMC)thank you for allowing us the opportunity to look into your concerns regarding your family members experience in the *** ******************** on September 19, 2024. Our goal is to provide excellent clinical care coupled with compassionate service to all of our patients. When in question, we appreciate the opportunity to review our practices in order to determine how and where we can improve. 
  
  Your concern was reviewed by the *** Quality and ************************* as a quality of care concern. In order to protect patient privacy, we cannot share the details of the review in this public forum but will respond to you directly.
  
  Again, thank you for voicing your concerns.  Your feedback assists in our continuous improvement efforts.

• Initial Complaint

  Date:07/26/2024

  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.

  Queen's Hospital did not bill the correct health insurance for my wife (*******************). You were supposed to ************ and NOT HMSA. **** denied the claim since it's supposed to go to my wife's primary insurance which is UHA. I have been trying to call your billing department but no one is able to answer to fix the issue. The bill is $3,989.21 and it's supposed to be covered by ***. Please resolve this issue. *************************** No.:1185000103

  Business Response

  Date: 08/06/2024

  Queens Billing Inquiry representative *** spoke with patients father on 8/2/24 and addressed his billing concerns with him over the phone. 
  Father was informed that per his insurance they are requesting that he complete and return the dual coverage questionnaire.  Patient's mother should also contact her insurance to add patient as a dependent and complete coordination of benefits. 

  Should he have any questions or concerns, he was provided **** direct contact ************** and *******************************, Ops Mgr.Billing Inquiry **************.

  Customer Answer

  Date: 08/06/2024

   
  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

  Date:07/19/2024

  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.

  I received medical care at Queens West Medical Center in April 2023. Queens West received payment as an in-network provider from my insurance company in March 2024 according to the contract between Queens and my insurance company. Queens later claimed they were not in network with my insurance company at the time of treatment. This led to a provider dispute with my insurance company. This dispute was resolved in April 2024, and my insurance company sent Queens a letter confirming Queens was in network at the time of treatment. Despite receiving this letter, as of July 2024, Queens has continued to send me a bill for the difference between the in network and out of network cost of treatment. Queens is now threatening to send the bill to a collections agency. Queens is violating their own contract with my insurance company by continuing to harass me for payment that Queens is not owed. My insurance company has sent multiple letters to Queens, but thus far the billing department at Queens is ignoring my insurance company's communications, in violation of a contract to which they agreed. Queens is engaging in fraudulent billing of a patient. I want the fraudulent bill removed from my account immediately.

  Business Response

  Date: 07/30/2024

  We spoke with patient and addressed her billing concerns with her over the phone.  She was informed that her insurance was out of network at the time of service and that Queens received her signed consent acknowledging her insurance was out of network. Therefore, patient would be responsible for any charges that are not paid by the insurance.  In addition, all accounts were reviewed and processed according to procedures.  Patient stated she would contact her insurance company and payment will be made.  Patient was given information to pay online at ************************************************* or my direct contact ******** *******, Ops Mgr. Billing Inquiry ************** for assistance.

  Customer Answer

  Date: 07/31/2024

   
  Complaint: 22016471
  
  I am rejecting this response because: ******************** has advised me as of July 31, 2024 that Queens' continued claim that they were out of network at the time of the April 7, 2023 service is still false, and I do not owe any balance to Queens for the service. The attached letter contains the resolution of a prior provider dispute regarding the April 7, 2023 service. *** will be beginning a second official provider dispute to resolve Queens' ongoing harassment of a patient for funds they are not owed. A *** representative will attempt to contact Ms. ******* to discuss this matter further.
  
  Sincerely,
  ******* *****

  Business Response

  Date: 08/22/2024

  The Queens Medical Center *********************************** reached out to United Healthcares Contract Manager. *** informed *** of patients concern and the remaining balance on the account. ********************** requested *** to reach out to patients insurance company, *** to discuss Out-Of-Network status prior to 05/01/2023. *** is a wholly owned subsidiary of ******************
  
  The Queens Medical Center is expecting to be contacted by *** and/or *** Contracting teams regarding patients inquiry.  *** has not contacted ******** *******, Ops Mgr. QHS Billing Inquiry at **************.

  Customer Answer

  Date: 08/22/2024

   
  Complaint: 22016471
  
  I am rejecting this response because:

  Ms. ******** ***** with UMR attempted to call Ms. ******** ******* multiple times beginning 31 July 2024. She left messages when Ms. ******* did not answer her phone. Queens can call UMR at ************. The call reference number for my consultations with Ms. ***** was 240731-00002897. 

  **** with UMR's *************************** initiated a second Provider Dispute with Queens over Queens' illegal Balance Billing from my April 2023 treatment the week of 5 August 2024. The Dispute form handling number is *********, *** informed me the dispute would take circa 30 business days to complete.

  If the second provider dispute does not resolve this issue, I will be filing a complaint with the ************************* and ************** against Queens for illegal balance billing in contravention of the Federal Balance Billing Protection Law. 

  Per the attached copy of my insurance card, UMR is part of the ************************************. According to the UnitedHealthcare Choice Plus Network Provider Directory, Queens has been in network since at least 2020 when I first began receiving treatment with Queens facilities or providers (see attached screenshot). Queens' claim that it was out of network is based on a false assertion that *** is separate from the contract Queens has with ****************** 

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

  Business Response

  Date: 09/03/2024

  The Queens Medical Center ********************************* was informed by ***************** (UHC) on 8/29/2024 that the ********************** and Legal Teams will contact *** the week of 9/2/2024. *** has informed *** of the concern regarding network status for the *** plan in question and is requesting UHCs intervention and resolution. *** has requested *** to reach out to *** to clarify network status prior to 05/01/2023. *** is a wholly owned subsidiary of ******************

  
  The Queens Medical Center is expecting to be contacted by **** **************** Team regarding patients inquiry. Ms. ******** ***** with *** has not contacted or left voice messages with ******** *******, Ops Mgr. QHS Billing Inquiry at **************.

  
  *** may also reach out to UHC directly by contacting ******* ********, Director of Network Management. 

  Customer Answer

  Date: 09/04/2024

   
  Complaint: 22016471
  
  I am rejecting this response because:
  

  UMR is not a separate health insurance plan or company from **************** (***). It is a Third Party Administrator (TPA) for UHC. As Queens contracts department should be aware, a *** is an organization that conducts the administrative and operational work for an insurance plan. ***, as a TPA for UHC, is not a separate insurance plan.

  As UHC's own website explains, "***, UnitedHealthcare's third-party administrator (TPA) solution, is the nation's largest TPA."

  As UMR's website explains, "UMR is part of UnitedHealthcare and works with group health plans to help administer health care benefits for their members."

  It is apparent from this entire process that Queens ******************** does not actually understand how health insurance companies work.

  From my understanding, Queens has not stated they had no contract with *** prior to May 2023. Instead, they incorrectly identified *** as a separate insurance plan, which it is not, and claim there was no contract with *** before May 2023. 

  As the above should clarify, there is no need for a separate contract with *** because *** is not a separate insurance company or plan. It is, as Queens' communications have stated, a fully owned subsidiary of ***. It is literally a part of ***. Therefore, if Queens has a contract with ***, there is a contract with ***, which simply administers ***'s benefits.

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

  Business Response

  Date: 09/23/2024

  We have escalated with *** to contact their member and provide an update that they are continuing to review this case.

• Initial Complaint

  Date:06/24/2024

  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.

  I was sent into the ** at Queens Medical Center at ********* for OJI care on 04/20/24. Because of my injuries and need for quick attention, no workers comp claim number had been established until after the visit. On 04/29/2024, I reached out to Queens billing to redirect any bills to the ********************* Sedgwick. I gave the full address, adjusters name, fax number, claim number to the gentleman at billing who said would then reprocess under the new billing information. I received a second bill on 05/24/2024. I called Queens ****************** again on 05/24/24 to reverify they had the adjusters name correctly. After an hour-long hold, I hung up and called back and opted for a callback. Their billing staff is impossible to get a hold of in under 5 hours of primary contactsame issue observed on 04/29/24. Information was reverified and **** could not give me a status update.Another bill was sent the following week and on 05/31/24, I called Queens billing for the 3rd time. Same delayed contact issue as before, 4 hours later I receive a callback. This time, I provided a direct email address to the adjuster managing my claim. To my surprise, the billing representative revealed that in fact, nobody at Queens billing had reached out to ******** for billing but that she would do it.Now 06/24/24, I have received a past due statement bill from Queens stating if I dont pay by July 21, 2024, it will be sent to collections. Theres nothing I can do, as my adjuster has not received billing from Queens and it is obvious Queens billing has not done their part.

  Business Response

  Date: 06/25/2024

  We spoke with patient and addressed his billing concerns with him over the phone on 6/24/24.

  Patients insurance information was verified with his insurance company.  Patient was informed that his work comp insurance would be billed and to disregard the last statement he received.

  Should he have any questions or concerns, he was provided a direct contact information for *******************************, Ops Mgr. Billing Inquiry *************.

• Initial Complaint

  Date:06/07/2024

  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.

  On October 25, 2023 I made an emergency visit to The Queen's Hospital in ****** on the **********. My complaint is ... I was billed for the doctor, the ambulance service and The Queen's Hospital. I was able to communicate with the doctor's ****** and the ambulance company and provide my ****** insurance. Both bills were paid by my insurance in full. The Queen's Hospital took months to bill me. I spoke to ****** and they said "We will pay it, like your other bills from that visit, but The Queen's Hospital must submit the bill and to date, we have not received it. I wrote with a reply of the paper bill in a letter explaining how to get paid and showed that the doctor and ambulance bills from that date were paid in full. I also gave them the same information I gave the other two.There is no way to speak to a human to resolve this matter. They have sent a FINAL NOTICE.I am at my wits end! They bill bill bill and then disappear!Please assist me in resolving this as soon as possible. $ 5400 is a lot of money I do not have.Thank you.

  Business Response

  Date: 06/10/2024

  The ********************* spoke with *********** **************************************** regarding her billing concerns over the phone on 6/10/24.
  Patients insurance information was verified with her insurance company.  Patient was informed that corrected claims would be submitted to her insurance.
  Should she have any questions or concerns, she was asked to contact *******************************, Ops Mgr. Billing Inquiry at *************.

  Customer Answer

  Date: 06/16/2024

   
  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, I do request a confirmation from The Queen's Hospital that my entire bill has been paid in full. 
  
  Sincerely,
  
  ************* *********************************

• Initial Complaint

  Date:05/14/2024

  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.

  Account number ********* visited ********************************************* on 05/22/2022 on the 3rd day of a 3-day long migraine and the 2nd day of 2 days of waking up between 3-5AM with convulsive vomiting of stomach acid. I went to the *** and was given 2 IV bags and anti-nausea medicine. I was told by the doctor that the cause of my symptoms was likely dehydration. Despite this, the doctor coded the diagnosis as just a headache.The bill from that visit was sent to my insurance on 05/31/2022 and denied by my insurance on 07/06/2022 because of the diagnosis. The first bill I received from Queens Hospital was not sent until 9 months after insurance denied the claim, on 04/24/2023. By the time Queens sent me the bill, I was outside of the window to make a formal appeal with my insurance.I attempted to contact Queens to fix the diagnosis, as insurance reviewed the claim and confirmed this was the issue. I am appalled at their unprofessional behavior. I often feel they avoid calls from patients regarding billing, and have had to sacrifice work time to account for the 1-2 hours-long wait for them to answer the phone. They do not respond to voicemails. In one call, Queens personnel confirmed I had been treated for nausea and vomiting but that it was not in the diagnosis, and then refused to change the diagnosis, telling me to appeal to my insurance, which I could not do because of when they sent the bill.I asked Queens billing via email for an itemized bill twice, and over the phone, but they never sent one. I began paying the bill of $6443.92 in a payment plan. My payments totaled $1493.88 before my insurance paid Queens' entire bill on 12/11/2024. I should now be refunded my payments, but I have not received a refund. I contacted Queens via email on 03/04/2024 to remind them. I attempted to call, and waited for 2 hours for someone to pick up the phone. It is 05/14/2024, and they still have not issued a refund on my overpaid account.

  Business Response

  Date: 05/20/2024

  The Queen's Medical Center spoke with ******************** and addressed her billing concerns over the phone and apologized for the delay in response to her request.  She was informed that her refund check was mailed on 5/17/24 and to allow ***** business days.  Should she have any questions or concerns, she was provided a direct contact information for *******************************, Operations Manager, Billing Inquiry **************.

  Customer Answer

  Date: 05/23/2024

  Thank you for reaching out. I understand Queens has mailed the refund and attempted to close out this case prior to my receipt of the refund. However, I would like to avoid closing out this case until my receipt of the refund, which they have said will take ***** days. Can you please extend the deadline to accept their response from 7 days to 15 days?
  
  If that is not possible then I will submit an additional complaint with BBB to avoid closing out this case until I am reimbursed. 
  
  Thank you for your help in this process I have never had such quick responses from their billing department.
  
  Best, 
  *******