ComplaintsforHackensack Meridian Health

Hospital

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Initial Complaint
07/27/2024
Complaint Type:
Sales and Advertising Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Frequently, we have been getting automated calls early in the morning from HMH reminding us about different health items, many of which don't apply to us!Please remove our number, ************, from your automated calling list!
Business response
08/08/2024
This complaint has been received. To ensure confidentiality, an Experience Advisor will communicate directly with the patient or the patients authorized representative and respond accordingly.
Customer response
08/09/2024
[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
07/16/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I paid Hackensack Meridian Health Medical Group ******************* located in ************, ** the sum of $110.94 in payment of my bill under Account no. *********. I was advised that I had been billed incorrectly and would be due a refund of $91.87. I was told that my refund was approved on April 17, 2024 and should receive my refund within 8-12 weeks. It has been 12 weeks since my refund was approved and when I called them on July 17, 2024 I was told my refund was just approved an it would take another 8-12 for my refund to be received, for a total of 24 weeks since I made the overpayment. Every time I call I get a different story.
Business response
07/23/2024
This complaint has been received. To ensure confidentiality, an Experience Advisor will communicate directly with the patient or the patients authorized representative and respond accordingly.
Customer response
07/26/2024

Complaint: 21997896

I am rejecting this response because:
I have received a phone call Hackensack Meridian but as of this date I have not received my refund. I am told I should have by August 9. When I get it I will let you know.

Regards,

*********************************
Customer response
08/12/2024

Better Business Bureau:

FYI I finally received my refund from Hackensack Meridian.

Regards,

*********************************
Initial Complaint
07/12/2024
Complaint Type:
Billing Issues
Status:
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.
I was charged for radiology instead of it being billed to my health insurance. ******************* number *********
Business response
07/22/2024
This complaint has been received. To ensure confidentiality, an Experience Advisor will communicate directly with the patient or the patients authorized representative and respond accordingly.
Initial Complaint
07/10/2024
Complaint Type:
Product Issues
Status:
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.
I received a bill from Hackensack Meridian for services rendered on July 10th and 11th 2023. They did not submit to my insurance correctly so they billed me the full amount which was paid by me by me in September of 2023. My insurance paid the bill after it was finally submitted correctly to the insurance. I have called 4 times to get a refund for the overpayment and each time they tell me it will take 10 weeks to process. My first call was in January of 2024. I still have not received my money back!
Business response
07/17/2024
This complaint has been received. To ensure confidentiality, an Experience Advisor will communicate directly with the patient or the patients authorized representative and respond accordingly.
Initial Complaint
05/22/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I had correctional Jaw surgery on August 25th 2023. Before having the procedure, my surgeons billing department stated that I had to pay ***** out of pocket since they could not bill my insurance after the procedure was done. In February 2024, I called the hospital billing department regarding a bill I had received in the mail. They mentioned that I did not have a balance in my account but that I did have an overpayment of ***** (what I paid out of pocket). The person I spoke to on the phone mentioned I would have my refund in 4-10 weeks. I have not received my refund and have contacted the billing department numerous times to try to get this resolved. They mentioned the 4-10 weeks is an approximation that they have to say to patients and that it is not necessarily accurate. After 2 months of contacting them for follow **** they mentioned it would take 4-10 weeks to have my refund approved and then another 8 to have it released to my account. Every single agent that I have spoken with has given me a different story or contradicted what a previous agent had said. I just want my money back.
Business response
05/30/2024
This complaint has been received. To ensure confidentiality, an Experience Advisor will communicate directly with the patient or the patients authorized representative and respond accordingly.
Customer response
06/06/2024
[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,

Genesis *****
Initial Complaint
03/30/2024
Complaint Type:
Billing Issues
Status:
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.
On March 29, 2024, Hackensack Meridian referred my account to a collection agency for a balance of $35 for services rendered on January 24, 2024. They never sent me a bill for this balance until March 29, 2024. The bill arrived in the mail on the same day as the threatening letter from the collection agency and it was backdated to February 24, 2024. Hackensack Meridian's practices are unethical and unreasonable.
Business response
04/24/2024
This complaint has been received. An Experience Advisor communicated with the patient directly and resolved the matter.
Initial Complaint
02/27/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I was billed directly instead of the bill being directed to my insurance. I called my insurance to make sure it wasn't expired and it wasn't. After calling multiple numbers and being redirected, I cannot get a hold of someone to help me with my billing ****************: aetna Grantor number: ***********
Business response
03/06/2024
This complaint has been received. To ensure confidentiality, an Experience Advisor will communicate directly with the patient or the patients authorized representative and respond accordingly.
Customer response
03/12/2024

Complaint: 21354078

I am rejecting this response because:

I called in and they directed me to the brick location not ******* so I wasted time and haven't gotten any help yet.

Regards,

***********************
Initial Complaint
02/06/2024
Complaint Type:
Customer Service Issues
Status:
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.
Tried to set up and verify my payment options but was assisted by a very rude customer support agent named candiz/*******. Right from the start, she already had an attitude when she answered the called and upon hearing my accent which is a total discrimination. She then proceeded to be sarcastic when I asked her which account number should I give since I have three. She even dropped the call when I told her I can't understand the line since it was cutting. ****, she didn't call me back to help with the resolution. Called them back and the line was totally okay. She has this technique where she can make the line cut for her not to talk to customers. Customer support is not the job for her if she's bringing her bad day at work and discriminating people based on their accent.
Business response
02/14/2024
This complaint has been received. To ensure confidentiality, an Experience Advisor will communicate directly with the patient or the patients authorized representative and respond accordingly.
Initial Complaint
01/11/2024
Complaint Type:
Billing Issues
Status:
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.
TOOK MY CHILD TO HACKENSACK MERIDIAN HOSPITAL, ALL WENT WELL. I RECEIVED MY BILL AND PAID. THEY KEEP SENDING ME SAME BILL OVER AND OVER. TODAY I CALLED TO ADVISE HMH THAT I PAID ON 11-24-23 CHECK CASHED ON 11-27-23 ON THE THE CHECK WAS WRITTEN ACC# AND PATIENT'S FULL NAME.FOR ME THIS IS A COMMON PRACTICE FOR THIS HACKENSACK MERIDIAN HOSPITAL. I HAVE EXPERIENCED THIS MANY TIMES AND THIS MUST STOP UNLESS THIS IS VIEWED AS A MEANS OF PROFIT. WELL, IT NOT CLEAN PRACTICE. IF YOU READ THIS, GO TO ENGLEWOOD HOSPITAL OR ********* HOLY NAME FRONT DESK TELLS YOU, YOUR INSURANCE IS ACCEPTED AND YOU ARE COVERED BUT THE DOCTOR IS OUT OF NETWORK. DON'T THEY KNOW? OH WELL, ITS THE PATIENT PROBLEM IN MY OPINION, YOU, MAY WANT TO GO ELSE WHERE
Business response
01/22/2024
This complaint has been received. To ensure confidentiality, an Experience Advisor will communicate directly with the patient or the patients authorized representative and respond accordingly.
Initial Complaint
11/17/2023
Complaint Type:
Customer Service Issues
Status:
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.
This healthcare group, one of the largest in ********** is now playing a game of chicken with Aetna health insurance that is affecting existing patients. We we have been using them for many years, however, we were just turned away from an appointment, saying they no longer accept Aetna whole health plans. It seems like this just started two weeks ago, patients were not notified, and they seem to be using patients as pawns in an attempt to negotiate with ***** over this plan and is currently not accepting the plan without having notified existing patients. Healthcare access is being disrupted.
Business response
12/05/2023
To whom it concerns,
I am writing in response to the Better Business Bureau's notification to Hackensack Meridian Health of this complaint. In an effort to ensure patient confidentiality, we have acknowledged this with the complainant in writing on 12/4/2023 and will work directly with the patient/ her spouse to ensure resolution.
Please contact me at ************ if I can provide further clarification.
Thank you for bringing this to our attention.
Customer response
12/14/2023

Complaint: 20885196

I am rejecting this response because:
While they did contact me and give me a point person to talk to, They have not been able to bring this to a resolution. They did send me a letter letting me know that they no longer accept my insurance plan just as they said originally, however Aetna insists that they do and the providers are credentialed to use that plan so I am still stuck.

Regards,

***************************
Business response
12/28/2023
This complaint has been received. To ensure confidentiality, an Experience Advisor will communicate directly with the patient or the patients authorized representative and respond accordingly.

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