ComplaintsforCooper University Hospital

• Initial Complaint

  04/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Cooper *********** in *********** ** charges an emergency room ** pay and not an urgent care ** pay. This is very shady and cannot be allowed. This is not a hospital or emergency room by any means, it is a small urgent care office.

  Business response

  05/15/2024

  I am writing to follow-up on Complaint ID ******** received from the Better Business Bureau Serving ********** (BBB) dated, April 13, 2024.  We have reviewed and investigated the complainants concerns and would like to provide the results of our review.  The feedback that we received is very important to us and we appreciate the opportunity to provide a response. Patient Relations attempted to contact the complainant by telephone to personally address her concerns and were unsuccessful. We subsequently sent the complainant an email thanking and requesting that she contact us at her convenience to discuss her concerns.  We appreciate the opportunity to address the complainants concerns and look forward to serving them in the future. 

  Customer response

  05/15/2024

  
  Complaint: 21572141
  
  I am rejecting this response because:
  
  I have requested a refund for the co-pay I should not have had to pay for the bad experience that I had and the fact that the doctor did nothing to help me and what I came in for. I will continue to reject your response until I am refunded $100 from Cooper. 
  
  Regards,
  
  ***********************

  Business response

  05/28/2024

  I am writing to provide follow-up to Complaint ID ******** received from the Better Business Bureau Serving ********** (BBB) dated, May 15, 2024 which contained additional concerns expressed by the Complaint.  We have reviewed and investigated the complainants concerns and determined the care and billing provided was appropriate. Patient Relations attempted to contact the complainant by telephone to personally address their concerns and were unsuccessful. We subsequently sent the complainant an email thanking and requesting that they contact us to discuss their concerns.  The feedback that we received is very important to us and we appreciate the opportunity to provide a response and appreciate the opportunity to address the complainants concerns and look forward to serving them in the future. 

  Customer response

  05/28/2024

  
  Complaint: 21572141
  
  I am rejecting this response because: I am asking to be refunded for the ** pay i was wrongfully charged when no treatment occurred. They are refusing.
  
  
  
  Regards,
  
  ***********************

• Initial Complaint

  04/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 02/24/24 I was admitted to Cooper Hospital for an abscess in my colon caused by diverticulitis. I was placed in a room for two days with five other patients. What Cooper Hospital calls an EXAU Express Admit Unit. This room as designed, per Cooper Hospital's newsletter to hold incoming patients for no longer than 90 minutes. I was in this room with no privacy, no TV, and minimal ventilation while the doctors discussed my case loud enough for everyone in the room to hear. I insisted on checking myself out after two and a half days of them trying to get me to commit to surgery. Then the bill came. They billed ******** $ ******** for just the room and board - described on their bill as "Semi Private (Two Beds) General. In addition they billed ******** $ ****** for "physical therapy" which I never had. They withheld my daily prescriptions by not allowing my spouse to bring them in and told me all medications had to go through their pharmacy. While waiting for them to give me my needed medication, I had a full blown anxiety attack. The place was filthy. The bathroom door lock was broken. I was walked in on several times. During my stay a contractor came into the room put up a ladder and started removing ceiling tiles and running a cable through the ceiling while patients were lying there. The nurses are all per diem. One actually commented "so I hear you re here for kidney stones". I sent a survey back to Cooper Hospital. Then someone called me and after I told her about my experience and the privacy issue, she told me she would have a "hospital administrator" call me. To this day no one has called me. The total bill for two days was *********. They are attempting to collect ******** from me after my insurance payments, It is not going to happen until (a) the bill is adjusted for the services and room I actually received and (b) I get a personal apology from Cooper Hospital in writing. This was an absolute travesty and a disgrace.

  Business response

  04/18/2024

  Please allow this email to acknowledge communication received from the Better Business Bureau dated, April 5, 2024  regarding a complainants concern. The information you have provided is very important to us, and we appreciate the opportunity to provide you with a response. Please be assured that this matter will be shared with the complainant, and we are actively working to provide you with a response as soon as possible. Should you have any questions during this time, please do not hesitate to contact me.

• Initial Complaint

  11/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was scheduled for a single balloon endoscopy, to cauterize active bleeding,as an inpatient customer at ********************************************* in Camden. The test was to be performed at 11:15 am on Friday 11/3/2023. I was taken down to the OR area at 1 pm and made to lay on a ****** until 225 pm. At that time I ASKED what the delay was about in my procedure. Then,and only then, was I told they did not have the proper equipment to to perform my single balloon endoscopy. ***********************, second in command to ***********************(who was unreachable), is the person who told me they were trying to get the part from ********* Hospital which was unattainable. This lack of preparedness and proper protocol in knowing what is in inventory AT LEAST the day before is shameful and dangerous. I was not allowed to eat from 6pm and not allowed to drink from midnight Thursday evening. After they finally confessed their incompetence NO ONE offered me a glass of water or a morsel of food. I have never seen such a bunch of inept, incapable, inhuman people in all my life. Their lack of professionalism is only surpassed by their disregard for people in general. They left me with zero guidance as what to do next and hurriedly sent me back to my room. This is how they solved THEIR problem.

  Business response

  11/15/2023

  Please allow this email to acknowledge communication received from the Better Business Bureau dated, November 5, 2023, regarding a complainants concern. The information you have provided is very important to us, and we appreciate the opportunity to provide you with a response. Please be assured that this matter will be shared with the complainant, and we are actively working to provide you with a response as soon as possible. Should you have any questions during this time, please do not hesitate to contact me.

   

  Again, thank you for taking the time to inform us of your concerns.

• Initial Complaint

  08/11/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 6/30/2023 I was scheduled for surgery.. I paid $965.71 by check for the fee at the time of admission. The surgery was cancelled by the doctor a few hours later. The nurse instructed us to go back to the admin office to get our check back. The girl said I just have to process it in the computer and you will get your money refunded. After a few weeks I saw the money was withdrawn on 7/5/2023 by Cooper and as of 8/9/2023 no refunded has ever been processed. I have called 3 times asking for my money back and have been given the run around. I was initially told it takes 4-6 weeks and Ill get a paper check back. Never happened. Then I was told that it was refunded and they have to see that I cashed it. I never got it. Then after requesting to speak with a supervisor who only said her name was ******* she told me the same things above. All lies. I called and spoke to the Customer relations person who was very understanding and she referred me to ****** *** but she didnt call me it was another lady who stated the same nonsense. She claimed nothing happened that I was never issued a refund and that it was magically processed yesterday and she stated that it takes 6/8 weeks so again with this. I asked her had I not called I would have not gotten my money back and she said that is correct. I will never get my money back and no one cares. They all say the same thing. (Well it has to be approved. It was approved. You got the check, the check went out on the 30th. It could take a year before we issue a refund. You have to wait 4-8 weeks. We dont know.) All of this was told to me and not one person takes any responsibility for giving me my money back. I want them to refund my money now and should not have to be told that I will not receive it and that it could be up to a year before this happens. This is totally unacceptable and I want my money returned immediately and will drive to Camden to pick up the check.

  Business response

  08/22/2023

  Please allow this email to acknowledge our completed review of the communication received from the Better Business Bureau dated, August 11, 2023, regarding a complainants concern (ID ********. We will connect with the complainant and work to address her billing concern. We will provide you with the outcome of our follow up at the conclusion of our review.

  Thank you for taking the time to inform us of this concern. We appreciate having the opportunity to address the complainants concern.

  Customer response

  08/22/2023

  
  Complaint: 20455159
  
  I am rejecting this response because:
  I have repeatedly spoke with them with no resolve.  They have not produced my refund and as promised previously by ******* that she would call me with my refund status.  As of today. no refund has been issued.  They have kept my money since June.  I require a full refund within 15 days.  This email response says nothing.  It is not acceptable.  
  
  Regards,
  
  *****************************

  Customer response

  09/05/2023

  I only received on previous request for information that I responded back to you.  You never responded to me. 
  
  Cooper did contact me and issued me my refund check so this case is resolved per my request.  You can close the case as satisfactory resolved
  
  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.
  
  Regards,
  
  *****************************

• Initial Complaint

  02/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Cooper Hospital has been very unprofessional. They restricted me from seeing my fiance while he just went through a 10 hour spinal cord surgery. First they restricted all visitors for him. Well then I was there 2 times after that. I guess they forgot they had that restriction in place. So the third time, the 2nd day after his surgery they said I couldn't see him. So now it went from no visitors at all to he can have visitors now, just I am restricted from visiting. And the reason why I am you ask. Well that I have no clue. First they were telling family members they found something illegal after I was there. Which is a total lie. I found out today that I am being restricted because of a "questionable incident when I was visiting and it looked like I may have been trying to go in the bathroom with him." Now I can for sure guarantee u that is not what went on. I simply made sure he was ok after I heard him yell from in the bathroom. I was never trying to go in the bathroom with him. And to solve all of this there was a big camera on wheels positioned at the foot of his bed recording everything. I have begged and please with so many ppl to just view the camera footage. It is so cruel that Cooper is doing this. I feel like this isall a game to them or some sick joke being played on me. Me and my fiance are very close and always together. Him being there alone is VRY DETRIMENTAL TO his recovery. And not to mention non has *** said anything to me about anything I did wrong. Also if they thought I was a threat why did they not make me leave the night it happened? That night with the bathroom, I was there until about **** pm even though visiting hours are only until 9. So what I don't get is how can they now all of a sudden after I have been there twice say , " whoops my bad we shouldn't of let u see him. And I have called every patient relations number just to get transferred to the next person al the way through five people and end up a the first person I talked to.

  Business response

  03/10/2023

  I am writing to follow-up on complaint ID ******** received from the Better Business Bureau Serving ********** (BBB) dated, February 24, 2023. In order to review the matter fully, we reached out to the complainant and her fianc (the patient), as well as Security and Nursing leadership. After an internal investigation, the restriction was deemed appropriate and consistent with corporate policy. We were unsuccessful in connecting with the complainant, but left our contact information for her.  We did speak with the patient who stated he understood why the restriction was placed. We provided the patient with our contact information so that he may reach out for future assistance. The patient has since been discharged.

  Thank you for offering us the opportunity to provide you with our follow up.

• Initial Complaint

  08/09/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I had a test done and there was something noted on one of the test results. I emailed the dr. I got one response.I sent him a follow up email because I needed help to follow up on his instructions. So far the doctor has not contacted me.This complain is about the ** department in Mt ******, *********************, the physician involved at the ** department and the fact your pt representative department is so overwhelmed it is hard to reach them to get assistance in pt related issues.I know Cooper wants to be this big complete community health center, but I don't understand why people there do not follow thru to help pts get the care they need.I have had several great experiences. I don't understand what is going now.

  Business response

  09/14/2022

  Please accept this correspondence to acknowledge communication received from the Better Business Bureau dated August 30, 2022, regarding a consumer concern. The information you have provided is very important to us, and we appreciate the opportunity to provide you with a response. Please be assured that this matter has been shared with the consumer and we are actively working to provide you with a response as soon as possible. Should you have any questions during this time, please do not hesitate to contact me.

   

  Again, thank you for taking the time to inform us of your concerns.

   

  Customer response

  09/14/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  ***********************

• Initial Complaint

  08/04/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  This is not a one incident issue. My son was transferred to their NICU in May with seizures. During that time the treatment was terrible mostly due to constant miscommunicating. An example would be them telling us my toddler would be allowed to come during the visit which was incorrect. My 20 month old ended up sitting outside in the rain. We shouldn't have gone back after that but my son was having episodes in Late May. That was a terrible experience as well. I was traumatized by our neurologist accusing me of lying while informing me my son had a stroke in utero. I wasn't aware, we had only had hears theories and clearly didn't understand if they told us in different terms. I didn't want to go back again but my son needs his meds so we returned in late June where I'm out of work and couldn't afford parking so while I was there their reps said they couldn't do vouchers. So we left and when we got home, a nurse offered them to us so we could return to that hospital as we were going to wait to go to the ******** location that didn't charge for parking. Que, that visit in July. No one knows what I am talking about. No one in the whole building is willing to help so now me and my 2 month old are sitting in the waiting room with my car stuck in their lot. We are only able to leave when I beg parking security who gives me an attitude and informs me "well parking isn't free"... I know that that's why I wanted to go to a different building. And that brings me to today, where after my now 3 month old's test, I go to Patient Relations as a rep arranged for us to get parking and food as an apology for prior visits. They have no clue what I'm talking about but at least this time they covered us for parking so we could get home. We will never return here. They have caused me so much mental distress and I frankly can not trust them with caring for my child as their communication system is going to get someone killed one day if it hasn't already and that won't be my son.

  Business response

  09/29/2022

  Please allow this email to acknowledge communication from the Better Business Bureau dated August 25, 2022. The consumer expressed communication and parking concerns.  Our Patient ******************** contacted the consumer to acknowledge receipt of her concern and secure additional information in that regard. We investigated the consumers concerns and provided her with feedback which met her expectations, and there were no further concerns at this time.   The consumer will contact Patient Relations with any future needs.

   

  Thank you for the opportunity to provide you with our follow-up

  Customer response

  09/29/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  **************************************

*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. ↩