Complaints

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

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  Borgess Medical Center

  1521 Gull Rd Kalamazoo, MI 49048-1640

• 

  Borgess Medical Center

  1722 Shaffer St Kalamazoo, MI 49048-1633

• 

  Borgess Medical Center

  7901 Angling Rd Portage, MI 49024-0714

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:01/19/2025

  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.

  I had a PET CT done on the 30th of December and I'm still waiting on the results after 3 weeks. I have called and left messages with radiology and imaging and have gotten no replies back. I don't think it should take this long to read a report and get back with you. plus, I'm still waiting on the surgeon to call back to discuss if i even had the CT done.

  Business Response

  Date: 01/22/2025

  Dear *****,
  

  I hope this letter finds you well. I am writing to follow up on a concern you reported related to a delay in obtaining the results of your PET CT scan completed on December 30, 2024 at Ascension Borgess Hospital. This concern was also reported to the Better Business Bureau (BBB# ********).

  At Ascension, we are committed to always listening to those we are privileged to serve and to delivering compassionate, personalized care. Our leadership team takes this feedback seriously. The review of the concerns shared was completed on January 21, 2025.

  This concern was forwarded to Amy, the Imaging Manager, for review. The Manager was able to verify that the PET CT scan was read on January 8, 2025 and the report was sent to the ordering physician. Please contact your care provider to discuss the results of your imaging.

  On behalf of our team, I would like to offer our sincere apology that the experience did not meet expectations. The perception of our staff and the services we provide is valuable to us as we strive to provide our patients with the finest care and service possible. We appreciate the opportunity to review our services and address this concern.
  

  In closing, if you have any additional questions or concerns, please do not hesitate to contact the Consumer Experience Department at (269) 226-5210. We hope that you will give our team another opportunity to care for you in the future.
  

  Sincerely,
  Abigail G*****
  Consumer Experience Specialist

• Initial Complaint

  Date:07/02/2024

  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 took my fiancee to the ** after a slip and **** accident a few days prior. He had headaches, nausea, vomiting, body aches, and shooting pain down the right side. We were there and within a half an hr an iv was set and a dr came in within an hr. The Dr said he would give pain meds but after waiting 2hrs we were given the run around. The pain meds didn't come and we were treated almost like we were med seeking. We came for help and the way we were treated and how long a period of time we had to wait to get any communication or pain meds was over 3.5hrs. In that time we heard conversations about why we waited so long to ask for pain meds. When we were told initially in the first hr that we would get something shortly. We tried to be patient but my fiancee was uncomfortable and in a neck brace. No one checked on us or gave us any information and when we requested info we were told that they would check and that person never returned. After 30min we hit the call button again and the nurse was extremely rude and acted as if we were med seeking. Explaining to us curtly that the ** is a busy place and that she had no idea who our dr was or which nurse helped us. I asked again about the pain meds even Tylenol since my fiancee was in alot of pain. The rude nurse then asked why he hadn't taken anything before we came in. Finally after 3hrs and 35min the nurse came in with some pain meds. She stated how busy they are and how she has 5 patients and has been running around. She also stated that this is day 6 for her and she is looking forward to her day off.The care and customer service is sorely lacking. The nurse was more worried about us as patients giving her ***** and kindness than her giving us good customer service and realizing how much we as patients need the care and consideration because of the types of things we are going through.

  Business Response

  Date: 07/17/2024

  Hello, ********************.
  
  On behalf of our Ascension Borgess Hospitals leadership team, thank you for taking the time to connect with us and share your recent experience. We have received your BBB correspondence, dated July 3, 2024. We are committed to always listening to those we are privileged to serve and to delivering compassionate, personalized care.
   
  I am sorry our service did not meet your expectations. Please know that we take all feedback seriously. Thank you for giving us the opportunity to fully understand and address your concern.
  
  Your concerns were forwarded to *************************, the Emergency ************************ of ************************************************************* for review and feedback. ****** attempted to reach you to listen to your concerns and obtain your fianc's name and date of birth so she could complete a thorough investigation. She called on the dates of 7/10/24@1035 and 7/11/24@145p. Since she was unable to reach you, she provided her name and contact information for a callback.
  
  Due to the limited information initially provided, we were not able to identify the patient and we do not have any additional information that we may provide at this time.
  
  Thank you for bringing this matter to our attention and allowing us the opportunity to respond. If you can provide the patient information and would like us to review it further, please contact me at ************ or *****************************************.
  
  Sincerely,
  
  ***************************
  

• Initial Complaint

  Date:02/15/2024

  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.

  During the time I was at Borgess, I went from ER to transitional to a hospital room, which is 238. During this time I had a pair of my tennis shoes I am assuming theres stolen because nobody found them. I gave the *** a picture of the shoes, and she did not get back to me. I would like to file a complaint because of this. The price of the shoes was contained in the picture 3999 or close to $40. Anyway I would like to reimburse if they cant find the shoes.

  Business Response

  Date: 02/23/2024

  In response to patient concern we at Ascension Borgess have launched a full scale search for the missing shoes. This issue has been escalated all the way up to executive leadership at Ascension and we are diligently trying to track the missing items down. The shoes have not yet been located.  If the item can not be found, we will offer a discount in the amount of $40 off any out of pocket owed for this facility for medical services provided. 

  Thank you, 

  *********;

• Initial Complaint

  Date:12/21/2023

  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.

  My ************************************ to take her to the ** last week because possible **********, she even called the ** to let them know we were coming. I took her. It was a long long long night that day. Off to ******************* we went, 3.5 hrs went by and I asked the staff how much longer it would be because my kid wasn't doing so well. They told me they couldn't give me a time frame because there were many ahead of us. I said can you give me an estimate? She said 3-5 hours longer.. We said we were going to try the other hospital. We went to Ascension Borgess Hospital **, got checked in. 3 hours go by- My daughter had her vitals taken, COVID, FLU,RSV test done (all while waiting in the waiting room within that time).. By like 12am my daughter was begging me to leave because she just wanted to be in her bed, she could not stay awake. I went and asked if I could get a est for how much longer, they told me they could not give me a time. I asked if her test results came back yet and they said no. At that point- I had them check my daughter out and we left. On our drive home, the RN who did my daughters vitals called and told me her COVID test was positive.(of course I thanked her) I looked at my bill, they are charging me $1,6xx.** ONLY for *** code *****. ($19xx.** total) It said providers charge. We NEV** seen or even spoke to a doctor, or got a room before leaving. I reached out to a few people I know that deal with codes and they said this code is NOT correct. (people being MDs) I reached out to my insurance, they told me to call the facilities billing department. I called facility and they WOULD NOT answer my question, not sure if there was a misunderstanding in the language barrier or not. They just kept telling me what the *** stated and that they "were not medically trained" so they couldn't advise. I WAS NOT asking for medical advice, I was asking about the code and it possibly being incorrect. I have gotten NO WH**E with this.

  Business Response

  Date: 01/02/2024

  After review of case, the only balance that is billed to the patient is the ** copay amount, which will not change if charges are reduced.  This case has been sent over to our clinical nurse auditing team for review of all charges and their accuracy.  Once this is completed, we will communicate with the patient, but the balance billing to the patient will not change.

• Initial Complaint

  Date:08/24/2023

  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 received services (tubes in ears) on 3/22/2023 and we provided insurance information at the location on the date of service (copy of health insurance card was taken). It was never submitted as a claim against our health insurance *********** Blue Shield of MI). We received our 1st statement in June saying we owed $4,532 for the services. Called soon after receiving that statement to make sure they had the correct insurance information to bill against, we also were given a website to send a copy of health insurance card to that they could verify health insurance information was accurate, so we did that as well. Then in July, received another statement, so called again and the customer service rep indicated that they were "working" on billing to insurance and an administrator had to approve the billing for some reason, also a ********** Blue Shield rep contacted Borgess directly to make sure the billing could be processed correctly. Another month goes by and it still hasn't been billed to BCBS and we receive yet another statement for the $4,532. Now I've tried to call several times and the number keeps disconnecting. It's as if this HOSPITAL is acting like it's a low level business running a scam....just bill the insurance! They would get their money if they would just put the claim into the insurance, I don't get it! Not sure what I can do at this point and I will be VERY upset if they submit this to collections when they are the ones not doing anything correctly.

• Initial Complaint

  Date:03/07/2023

  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.

  My fourteen year old son was brought in because he threatened to shoot up the school no juvenile detention centers so off to the er for mental illness makes me sit here sixty year old lady with cancer diabetes neuropathy high blood pressure giving a hard sofa in ten by ten room not able to eat properly take meds no refrigerator for medicines have three minors at home I need to take care of indefinitely here for no reason I live two minutes away I have cell phone on me twenty four seven I need to be home if something happens to me there will be big lawsuit

  Business Response

  Date: 03/09/2023

  We have given her a quiet room to use as a private bedroom. We have been giving her whatever she asks for. We realize she wants to go home, however, that leaves the hospital at risk if anything happens to the patient as he is a minor. We are trying diligently to find him placement but they are all full and he is on a waiting list at some places and some have declined to accept him.

• Initial Complaint

  Date:03/01/2023

  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.

  Borgess has collected several payments dating back to 2019 for invoices. Although they have received payments they send to collection agencies to collect again. I have all made duplicate payments for the same invoice. I have not received refunds. These have been added to my credit report and they are not accurate.

  Business Response

  Date: 03/02/2023

  According to our records, not all of the outstanding balances have been satisfied for 2019 and 2022.    There remains an outstanding collections balance of $188.16 with payments of $65.88 received.  We would kindly ask the customer to contact our customer service department at ************ and provide specific payment information (form of payment, amount, date, check number) in order for us to conduct a thorough research of possible missing payments.  

  Customer Answer

  Date: 03/08/2023

   
  Complaint: 19521264
  
  I am rejecting this response because: the ****** balance includes charges already paid and are not accurate based on the EOB.

  Copays were paid at time of service in the office and I am being charged another copay.  In addition the amount owed is not consistent with EOB from healthcare insurance.

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

  Business Response

  Date: 03/09/2023

  Concerns have been escalated to our customer service team to directly contact the complainant regarding her concerns and to request proof of payment if she feels there has been an oversight in posting payments to her account.  Phone number and email address was provided to customer service.

• Initial Complaint

  Date:01/30/2023

  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.

  This is a billing issue with Ascension ************************ I think. I have been trying to follow up on a double payment review for over 6 months. We made a payment using a flex spending account and it was not processed for two months because they would not take an electronic payment. So we called our flex spending to send a physical payment to the Borgess Medical Group at *******************************************. It took a while for the check to be sent and processed by Borgess. So in the mean time we were told we were going to collections. So we made the payment with our credit card to prevent further action. After about a month we called and told them about the double payment. They said they didn't see it and that we would have to email proof of payment to ******************************** We did that on 11/10/22, they didn't even start the 30 business day review until December 20th. So I called multiple times in January and was told that it would be completed as of January 20th. I called today 11/30/23 to get confirmation that the review was done. They then told me that they are not showing anything and transferred me to a ************ billing ***** They didn't have it either and referred me back to the physician billing **** at ************. Then called them and they now have a system update going on and told me to call back later. I also called the ***************** Advocate to get help at ************** and I get put on hold and wait over an hour and give up. I cannot even leave a message for a call back. It is super easy to make a payment to Borgess but not possible to fix a problem on their side to get reimbursed. I have been out that $529.00 for months and months waiting to get a solution. I am not sure how many people are in the same boat and they are overstating their books each year with peoples extra money that is not theirs. This is why we don't go to Borgess unless absolutely necessary.

  Business Response

  Date: 02/09/2023

  The payment from the patient's flex spending account was located and applied to the account.  As a result of this posting and the receipt of his personal payment, the account was overpaid and a refund was approved on 02.03.22.  He should receive that within ***** days.
  
  
  

• Initial Complaint

  Date:08/24/2022

  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 date that the incident occurred was Sunday August 21st at borgess hospital emergency room. The patient was my 15-year-old son, you my son (*****) was brought into the hospital at my request via ambulance due to his heart rate dropping to 30 beats per minute... The paramedics and first responders to my home were the utmost respectful had the best bedside manner I could possibly have ever experienced, the paramedics were very memorable especially (******)! So as we are in route headed towards the hospital down sprinkle road mind you I have been following the ambulance that loaded my child all the way from my home to the hospital drop off for the ambulance, while I was in the parking lot I was keeping an eye on the ambulance giving them time to do their paperwork and time to alert the inside of who they're bringing in because this ain't my first rodeo so I was giving them the time they needed until I seen them move my son into the hospital on the stretcher I then proceeded to enter emergency room. When I approached the window there was a black lady with dreads and a larger old white lady who talks ghetto(*******)!I said hi my name is ***** I am mom and my son ***** just arrived via ambulance..this woman blatantly said didn't nobody bring in no ***** there ain't no ***** in this hospital SO YOU MUST HAVE FOLLOWED THE WRONG AMBULANCE MISS ******* THE TRIAGE had me ****** by that point I stepped aside into the corridor and that is when my son's deadbeat Dead shows up and during the time that he's walking in this ********************* is walking towards me she wanted to tell me again that there ain't no *****, if you can imagine I'm losing my mind by then ******* had the audacity to turn around and point at the empty stretcher in front of her and say this was an old lady. The worst part was when I went out to make a phone call as I am trying to get in I'm being told there's a second visitor well I found out that it was my ex's girlfriend who happens to be a RN at Borgess

  Business Response

  Date: 08/31/2022

  Complainant was contacted by phone and shared details of experience. Concerns will be reviewed by administrators and findings will be shared with complainant.