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:05/20/2024

  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.

  I arrived to parkland in need of medical attention for a broken tooth which was causing me severe pain. After waiting for 4.5 hours to be seen by the doctor, I was patronized by the medical staff and was refused care. The only care offered was a suggestion by the doctor of telling me to put toothpaste on my broken tooth (example of the patronizing). After I asked him not to patronize me I asked if he was going to provide any actual medical care or if he was just refusing to. He stated that he did provide sufficient care by his suggestion of putting toothpaste on a broken tooth, at that point I realized that I was just wasting time and was not going to receive any actual medical attention. The following morning my dentist was able to get me in for an emergency extraction.

  Business Response

  Date: 05/24/2024

  We are in receipt of the complaint filed by ************************* and have thoroughly reviewed this matter. First and foremost, we would like to apologize that the patients experience was not elevated to meet our sole mission and values. We strive to provide excellent customer service to ALL patients. Based on our review of the patients concern we have sent the account to be reviewed as part of a Quality of Care. If the patient needs further assistance please have them contact Parkland Medical Center directly. Thank you

• Initial Complaint

  Date:04/17/2024

  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 put in icu as no beds, no.specisl care then moved me another place,m lower level, but charged icu prices.. i had a terrible blood transfusion, and your delay in care almost killed me, i had to have wariness brought in as dehydrated on transfusions and often waited hours for water, the trainee eho did my transfusion was new and was Goodland it,, she caused pain in both sites and seelling. Also the bill was fraudulently itemized and I am.not paying anything. You got the 18k from bcbs and then billed me for higher care I did not get and was dehydrated from lack of care, and very sick with waiting for doctors for hours Nd hours and attitude from some staff, some were great

  Business Response

  Date: 04/18/2024

  We are in receipt of the complaint filed by ******************* and have thoroughly reviewed this matter. Parkland Medical Center vision, mission, and core values are to heal our patients, care for every person, and improve the health of our entire region. First and foremost, we would like to apologize the patients experience was not elevated to meet our sole mission and values. We strive to provide excellent care and services to ALL patients who walk through our doors. Although, the patient feels this was not achieved, we appreciate the concern being brought to our attention so we can continue to enhance services provided to all. In an effort to assist the patient further, a customer service agent will be reaching out to the patient via a phone call. If the patient needs further assistance, please have them contact us directly. Thank you 

• Initial Complaint

  Date:11/28/2023

  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.

  Outpatient services Oct. 20, 2023. See attachment for details of charges and amounts paid by Medicare and my supplemental plan. These payments were processed Nov. 17, 2023. Parkland supposedly accepts Medicare assignment, but is trying to charge me an additional $10.42 over the Medicare payment, and the approved co-payment amount paid by my supplemental plan. I have tried to resolve this with the third party billing company used by Parkland without success today Nov. 27, 2023. This is the second year in a row that Parkland has tried to charge over what is allowed by Medicare. Last year's charge was eventually withdrawn after my report of fraud to Medicare.

  Business Response

  Date: 11/29/2023

  We are in receipt of the complaint filed by **** * ****** and have thoroughly reviewed this matter. Parkland Medical Center strives to provide excellent customer service and would first like to apologize for any confusion or inconvenience experienced by the patient. On November 28, 2023, the patient was contacted by a Patient Liaison Representative regarding their concerns. If the patient needs further assistance, please have them reach out to Parkland Medical Center. Thank you

  Customer Answer

  Date: 11/29/2023

  ***** ********** ***
  
  I do not accept the business's response as a resolution to my complaint because: the issue has not yet been completely resolved. I was eventually able to contact the hospital billing dept. directly. They apologized saying for some unknown reason, my secondary insurance had been removed from their records. They said they would rectify this and send the remaining charges to my secondary and contact me when this was complete. The following day, I rec'd a call from 'Marilyn' at Parkland's third part billing with basically the same information. She apologized for the error and for the rude response by one of their customer service reps. the previous day. I will not accept the business's response until they provide me with documentation they have rec'd payment from my secondary insurance and that this charge has been removed from my account.
  I sent you a copy of the wrong part of my bill. The doctor's bill that I sent was separated from the charge the hospital makes for the MD's use of their rooms. They bill this as 'Outpatient' charges. Very confusing! Both the business (Parkland) and their third party billing company are aware of the correct part of the bill that is the reason for my complaint here. If there are any questions, I can send the corrected bill.
  
  Sincerely,
  
  **** * ******

  Business Response

  Date: 12/04/2023

  We are in receipt of the response filed by **** * ****** and have thoroughly reviewed this matter. Parkland Medical Center strives to provide excellent customer service and would first like to apologize for any confusion or inconvenience experienced by the patient. Upon receiving this complaint, a thorough review took place and insurance was submitted for processing. This can take from 30-45 days for insurance to process and complete. As a result of this review, contact was made with the patient regarding their concerns. If the patient needs further assistance, please have them reach out to Parkland Medical Center directly. Thank you

• Initial Complaint

  Date:10/12/2023

  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.

  I am so tired of dealing with billing errors by Parkland Medical Center in Derry NH. I am 100% covered for post operative cancer related [PT services due to damage/side effects done by surgery and subsequent treatment], by both Medicare and my Ancillary plan through Banker's Life. 100%. No changes have been made to my plans. Parkland repeatedly does not bill correctly, bills out of sequence, does not use the correct billing # and then sends me a bill and eventually sends me to collection when I point out the error and refuse to pay what I do not owe. I write them. I call them. I provide extensive details about their mistakes. Nothing changes. Mistake after mistake. I received yet another erroneous bill today. I am so disgusted by these constant mistakes which eventually get solved once I intervene and refuse to pay the erroneous charges, but I should NOT be doing their job. I am beyond sick of it. Account ************. Date of service 6/7/23 through 6/30/23. HELP.

  Business Response

  Date: 10/20/2023

  We are in receipt of the complaint filed by **** ********* and have thoroughly reviewed this matter. Parkland Medical Center strives to provide excellent customer service and would first like to apologize for any confusion or inconvenience experienced by the patient. Based on a thorough review, the patient’s concerns were addressed. If the patient needs further assistance please have them contact Parkland Medical Center directly. Thank you

• Initial Complaint

  Date:01/24/2023

  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 was billed $280 on 07/10/22 at the hospital. The $280 was never applied to my account. Each time I responded to a bill by Parkland I was told it would be corrected. On 11/29/22 I was told to ignore the final bill and it would be resolved within 30 days. On 01/13/23 I received a bill from a debt collector stating that Parkland had closed my case to them. I contacted the debt collector on 01/13 and was told this would be corrected. I spoke with them again on 01/20 and was told to submit all of the previously submitted paperwork. On 01/23 I received a notice from the debt collector that my claim was denied and I owe the $280.

  Business Response

  Date: 02/01/2023

  Our director of the Patient Access Department has reached out to the patient to inform them an adjustment of $280 has been made to their account. A voice message was left for the patient. If the patient has any questions or follow-up, please call ###-###-####. Thank you.

  Customer Answer

  Date: 02/06/2023

  
  Complaint: ********
  
  I do not accept the business's response as a resolution to my complaint because: I was not contacted by Parkland as they stated (stated they left a voicemail but did not).  I have tried to contact Lee T*****  at ###-###-####.  No answer.  I have left voicemails on 02/01, 02/02, and 02/06 with no response.  There is no indication that the $280 has been applied.  The debt collection agency still has an open case for this amount.
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 02/16/2023

  The Patient Access Manager spoke with the patient on Feb. 8 to explain what happened with the payment. Since then the funds were transferred back to the patient’s account with a $0 balance, and the Patient Access Manager spoke again with the patient to let him know this had been completed. A copy of the receipt was also mailed to the patient showing the $0 balance, and a letter sent to the credit report agency was included, which informs them of the error, the current $0 balance, and a request to make sure this does not reflect on the patient’s credit report. Thanks.

  Customer Answer

  Date: 02/22/2023

  
  Complaint: ********
  
  I do not accept the business's response as a resolution to my complaint because: I still have not received any documentation to show that the credit was applied to my account and the Debt Collector was notified and will no longer be pursuing the amount.  I spoke with Parkland and was told that documentation would be sent.  None has been received.
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 03/06/2023

  The following letter and communication below was emailed by Lee T******, Director of Patient Access to the patient on February 27, 2023 outlining the resolution and confirmation of a $0 account balance.

  Please find attached the receipt and letter sent to Medicredit regarding account ***********. I mailed a copy to you the day we talked however I have been informed that you have not received it. Please accept my apologies for any inconvenience this may have caused. - Lee T******, Director of Patient Access.

  Customer Answer

  Date: 03/08/2023

  
  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:07/18/2022

  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 to the Parkland Medical Imaging location in Salem NH for an Xray. (My Dr. is located upstairs from their center) Because I hadn't reached my deductible, I was charged for the Xray and paid those charges without complaint. However, a couple of months after payment of the Xray, I received a "Hospital Charge" of approximately $780. Upon my complaint it was later reduced to approximately $350, and I finally resolved the payment issue for $215. However, this price gauging is completely unacceptable. I was in the office for approximately, I paid for the cost of the Xray (approximately $200) which seems completely fair and appropriate. However, the additional $780 charge is beyond exorbitant, and I consider it price-gauging.

  Business Response

  Date: 07/21/2022

  Thank you for your feedback and apologies for any confusion regarding your bill. Our director of Patient Access (Lucas) indicated that he has since spoken with you on July 18, 2022, and clarified confusion between billing for the radiologist bill and a charge for the X-ray. After further review, the charges on the account are correct and billing is appropriate. If there are any additional questions, please contact our director of Patient Access at 603-421-2282. Thank you.

  Customer Answer

  Date: 07/21/2022

  
  Complaint: 17581304
  
  I do not accept the business's response as a resolution to my complaint because these charges are exhorbitant. 
  
  Sincerely,
  
  ****** *********

  Business Response

  Date: 07/28/2022

  Hi Rachael,

  I hope this email finds you well. We are reaching out regarding complaint #17581304 as a response from our organization was previously provided indicating the patient had spoken with our director of Patient Access, Lucas L****** (who is on this email). Lucas spoke with the patient explaining the charges on the account are correct and billing is appropriate. Lucas also gave the patient his phone # to call him back, but he has not received a call. At this point, I wanted to connect you with Lucas as we have provided a response and information to the patient. If there’s anything Lucas can further assist with to help resolve this, please let him know.

  Lucas L******* director of Patient Access – 603.421.2282

  Thank you,

  Ryan