ComplaintsforHenderson Hospital

• Initial Complaint

  07/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Henderson hospital filed a lien against me for non payment when my health insurance company paid the hospital bill and it has been closed out since 2019. The company will not allow me to talk to their legal department nor fix the issue. Henderson hospital filed a lien against me when a zero balance is due. They told me I had to have attorney contact them to correct the situation.

  Business response

  07/22/2024

  **************************, 

  Thank you for your email and for allowing Henderson hospital to address your concerns. While we work diligently to complete your request an interim email and response was provided to you. 

  Please let me know if you have any additional questions.

  Thank you, 

  UHS Western Region CBO

  Customer response

  07/25/2024

   
  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

  07/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Henderson Hospital acknowledged and continously sent that they were owed $4,128 from me. I finally got amount together, and paid them in full on 5/22/23.I then get a bill for services received on 12/13/23. I never went to Henderson Hospital, nor any other facility in the *** Division of hospital and/or healthcare services. They placed an amount of $2,276.40 for 12/13/23 for services NEVER RENDERED, NOR RECEIVED BY ME, ***********************************.Henderson Hospital then started demanding money in the amount of $904.00. Henderson Hospital on documentation states being owed an amount of $4,128.00 from me, ***********************************. I fully honored the demanded amount. Henderson Hospital CANNOT THEN ALTER NOR CREATE FAKE CONTRACTS after my proper conduct of paying was accepted based on their original terms.They created a fake services dated 12/13/23 to try and get more money out of me.Finally based on THEIR previous balance was $10,320.00. They were paid a total of $7,564.40 by United Healthcare on 4/19/23 and 5/11/23 respectively, and then I paid a total of $4,128.00 on 5/22/23. That is a total paid to Henderson Hospital in the amount of $ *********. Yet, the billed amount is $10,320. An overpayment of over $1,372.40.

  Business response

  07/10/2024

  ************************, 

  Thank you for allowing us to respond to your concerns. I have attempted to reach out to you several times to review your account. Please reach out to our customer service department at ************ so that we can better assist you. 

  Thank you. 

  Customer response

  07/10/2024

   
  Complaint: 21920942
  
  I am rejecting this response because:

  This hospital has NOT attempted to contact me, as the last correspondence was from ****** and ******, a debt collection agency. Henderson Hospital has been paid in excess, and refuses to reimburse me the excess, and also made up fake services on 12/13/23 in the amount of $904 when I never had visited that hospital or any UHS facility in ** or any other state after 7/15/22.  I have no desire to engage over the phone as verbal is not solid. I again expect what I have stated in the first complaint to be fully executed in order to be satisfied that Henderson Hospital has remedied their gross misconduct and errors. 
  
  Sincerely,
  
  ***********************************

  Customer response

  08/12/2024

  Business had NO desire to solve problem they created. Rather than to apologize, and take corrective measures, they wanted to "talk about it". There was nothing to discuss, they could correct the wrongdoing or not....they chose to NOT!

• Initial Complaint

  06/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had surgery in November of 2023, and overpaid upon arrival at the hospital. My husband and I both called several times to inquire on when we can expect a refund. The first four times we called that had stated that we overpaid by ******* and now the total has gone down to something like *******, either way this is a significant amount of money to have overpaid. Since then, I had to go back for surgery May 2024 and was asked to pay ******* dollars more. We call weekly but never get any answers. We need help.

  Business response

  06/20/2024

  Dear *************, 

  Thank you for the email and allowing Henderson Hospital to address your concern. I do apologize for the delay in you receiving your refund, but it was issued today in the amount of $2,327.83 to the credit card we have on file. Please allow five to seven business days for the credit to reflect on the credit card depending on the credit card company. 

  Thank you again for allowing us to address your concern.

  *********************

  Customer Service Manager

   

   

• Initial Complaint

  01/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is the email I sent to **************** on Oct. 21, 2023. I am writing in regards to my daughter's appointment on August 3, 2023.At the time, my daughter was listed as a runaway with HPD. I am thankful she had her insurance card or information, but I did not consent to treatment. Had your hospital called me, I would have sent HPD or the detective I was working with to pick her up, as we were concerned she was involved in sexual trafficking. I spoke to ***** on 10/19/23 with customer service, and she informed me that there is a note stating that a "parent" was contacted, but no parent name or phone number was documented. I was informed that my insurance is pending payment, but the remaining balance is $300. Let this email serve as confirmation of a dispute over charges. This can and should be used as a learning opportunity for your ED ***** to be more vigilant with their screenings. Your ***** could have helped get my daughter home sooner.I work in healthcare, used to work in the pediatric emergency room, this is not the standard of care and speaking to a parent with documentation of who you spoke with is required to treat minors. Again, Henderson hospitals ***** could have helped me find my daughter.

  Business response

  01/09/2024

  Dear *************************, 

  Thank you for your email, we have reviewed the information provided and would like to further speak with you, Please reach out to our customer service department so that we may further assist you. 

  Thank you

  Customer response

  01/13/2024

   
  Complaint: 21093981
  
  I am rejecting this response because it wasn't a response. It asked me to call customer service.
  
  Sincerely,
  
  *********************

  Business response

  01/17/2024

  Dear *************************, 
  
  Due to HIPPA you will need to reach out to our customer service department so that we may further assist you. 
  
  Thank you

• Initial Complaint

  09/12/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I was hospitalized and cared for. Never received a bill or phone call and the account was sent to collections for ******

• Initial Complaint

  08/21/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Today, August 18th I tried to visit my husband at Henderson Hospital and found out he's no longer in his room. He was released last night without informing me, his wife. They lied about calling me about it. I never received a call from them. The staff stole the beautiful vase and flowers I placed in my husband's room the night before. They did several tests on him and we never received any results. None was communicated to us. The other day when I was visiting my husband I heard the nurse yelling at him. People who work here at Henderson Hospital have no compassion, no empathy, and they don't care about the patient's well being.

  Business response

  09/29/2023

  I have spoken to ********************************. I have informed her we will address her concerns through our internal processes and provide her with a written response.

• Initial Complaint

  07/24/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Visited one of Henderson Hospitals ER facilites on 04/03/2023 for acute abdominal and ovary pain. Multiple tests were run that I was not notified of and received no explanation for (including a blood and urine pregnancy test with charges totaling over $1,000 just for two pregnancy tests). In addition, doctors and staff dismissed my symptoms as being just hungover or drunk even though I told them at admission that I had not been drinking. The male doctor treating me asked if there was a possibility of pregnancy but before allowing me time to answer, mockingly answered with who am I kidding, of course theres a chance you are. Not only is this assuming sexual orientation & sexual activity but it created an extremely embarrassing & uncomfortable environment. I was released after about 4 hours with no definitive diagnosis and still received a bill of $11,551.60. I did receive a CT ***************** but was charged the price of an MRI.

  Business response

  08/17/2023

  I have spoken to our former patient and reviewed her concerns. I informed her that we will address her concerns through our internal process.

• Initial Complaint

  05/08/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 2/16/23, I underwent cancer surgery at Henderson Hospital. This complaint concerns the billing and medical records departments, only. Billing - I received an erroneous bill for oral & topical medications. I did not take any oral medications or use any topical medications. On 4/10/23, I contacted the billing **** to request an itemized bill of the specific oral and topical medications. On 4/11/23, I contacted billing again. The Rep said I could request a medication audit. I had already requested my chart from the medical records **** and intended to review it myself, first. I am an RN and have more confidence in my ability to review the medications actually administered than in the ability of the billing depart that created the erroneous charges.Medical Records - On 4/12/23, I contacted medical records to obtain a copy of my entire chart, including records of all medications administered, all nurses and anesthesia documentation, and pre-admission documents that had I signed. One such document addressed medications not covered by insurance, as I recall. The medical records clerk told me if I came to the hospital, she would print the records while I waited. I drove to the hospital. The clerk printed out documents that were not responsive to my request as noted above. The clerk now told me I had to fill out a written request and would receive the records in **** days. About a week later, I received records, again that were not responsive to my request as noted above. To resolve this matter, I request that Henderson Hospital:1) Place my hospital bill on hold while this matter is addressed. 2)Conduct a medication audit.3)Forward a hospital bill with a ZERO balance.4)Forward a copy of my hospital chart including all medications administered, all ******************* notes/documentation, & pre-admission documents that I had signed.

  Business response

  05/19/2023

  Review of the patient's concerns have been completed. Patient's billing and medical records concerns were addressed according to our complaint process. Patient's concerns have been addressed directly with the *********************** and with the hospital's medical records department leadership. Each department leader will contact patient directly. to address concerns.

  Customer response

  05/22/2023

   
  Complaint: 20029463
  
  I am rejecting this response because: the response merely states that other departments will contact me concerning my complaint.  The substance of my complaint has not be addressed.  The complaint is unresolved.
  
  Sincerely,
  
  ***************************

  Business response

  05/31/2023

  I spoke to patient today to review her concerns. Patient stated that someone called and spoke to her regarding her bill, and she received a zero balance. I also informed her that a medical records representative called her and addressed her concerns with her medical records. I informed her that we are unable to provide specific details through this site as this is a public site and we will address her concerns and provide her with a written response. She was satisfied with the recommendations. 

  Customer response

  06/02/2023

   
  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

  06/02/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Henderson Hospital over charged me on my Co-Pay for sugury. I over paid them $571. However, it's been 45 days and they have not reinbursed me. I have contacted them several times and they continue to say "it's in processing". I would like BBB to investigate "Henderson Hospital" for holding money owed to patients. In addition, I want an an official compant filed for this business. Thank you!!

  Business response

  08/26/2022

  Business Response /* (1000, 5, 2022/06/17) */ Good Afternoon, I have reviewed the account and customer complaint listed above. I first would like to apologize for any inconvenience this may have caused. We submitted your refund request, it will be credited back to the card used in 5-7 business days. If you have any further questions please contact customer service at ************. Thank you Consumer Response /* (2000, 9, 2022/06/22) */ (The consumer indicated he/she ACCEPTED the response from the business.) They claim they have sent my refund. However, it has taken more than 60 days to receive my refund. My complaint has been resloved. "HOWEVER, THIS COMOPLAINT WILL BE REISSUED IF MY REFUND HAS NOT POSTED IN MY ACCOUNT IN 7 BUSINESS DAYS". THANK YOU!!

*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. ↩