ComplaintsforMontefiore Medical Center

• Initial Complaint

  07/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Provides insurance information and continue being billed for services.

• Initial Complaint

  03/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Since November of '23, I have been trying to retrieve my medical records from Montefiore. I live in ****** now, but grew up in ********, so I was treated at ** hospitals for most of my life. The medical records I have been trying to retrieve have to due with a previous ****** diagnosis. I had 2 tumor removal surgeries (2004, 2005) along with various follow-**** MRIs, CT scans, ultrasounds, etc... When I reached out as a patient myself, I did not hear back. I started to reach out with the letterhead from the doctor whom I work for (at ************ Hospital), I finally started to hear back (January '24) . My medical history/background was kept from me as a child, in fact, I did not learn it was ****** until early 2020, when I confronted my mother. It was done to protect me, however, as a grown adult, now living in a different state, I feel as though it is imperative to my health to have these records on file. I've been asked by many physicians about my history of the ******, but have been a poor historian due to my lack of exposure to the information. A few months ago, I was looking through the few documents that I actually have available to me and noticed, at one point, the doctors thought the ****** had metastasized to my lungs, which now explains the breathing treatments I used to do as a child (I never knew the purpose of this prior). This made me realize the true importance of needing to get my records and I really did not think it would be this challenging. I have been in contact with the medical records department at Montefiore, and they are saying they are unable to locate my records- this is completely unacceptable. I understand that back in the day, things were kept on paper, but the whole point of a medical records department is to keep medical records of their previous patients secure. They are not claiming that they have been destroyed, just that they cannot find them.

  Customer response

  04/09/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Montefiore Medical Center regarding complaint ID ********.
  
  Sincerely,
  
  ******* ********
  

• Initial Complaint

  01/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On Jan 19th ****, my wife arrived at the emergency room of Montefiore center at **** **************. The first night we waited for a MRI scan until Jan 20th at 10am. Only to find out that they didn't sedated her for the scan, we waited again that night until 8pm for another scan. On Jan 21st. **** checked on her as a patient, the overnight nurse didn't check her sugar levels or monitor her after she had an acute stroke while in the care of the emergency room. It wasn't until 9am when a nurse came to check on her.

  Customer response

  02/16/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Montefiore Medical Center regarding complaint ID ********.
  
  Sincerely,
  
  *******************************
  

• Initial Complaint

  08/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I participated in a clinical trial study for cancer. I got paid $100 to participate but the hospital charged me $249.00. The Anchor Study tried to resolve the issue but got ignored, The attorney general contacted the hospital and though the hospital said things were resolved it was not.

  Customer response

  09/24/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Montefiore Medical Center regarding complaint ID ********.
  
  Sincerely,
  
  *************************
  

• Initial Complaint

  04/05/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  To whom it may concern, I *************************** came to ************************* hospital in the afternoon for the First time by ambulance on April 3 2023 with my daughter ******************** due to her having severe side pain. On first arrive my daughter was giving an ekg and then transfer to the back for urine. Once we told the nurse that my daughter wouldnt be able to produce urine at the moment she proceeded to walk away. I asked the nurse what would be the next step for my daughters receiving care ? would we still be able to continue care with or without the urine ? Where we waiting for a doctor? What would happen next? The nurse ignore my questionsand said wait . Thats was all. my daughter was in severe pain crying without any clue of what we were waiting for or what would happen next. After waiting some time in the pain, becoming more and more unbearable for my daughter, I than made a announcement to the area we were in asking if there was any nurse, supervisor or anyone I can speak to regarding my daughters care . No one answered me. I was blatantly ignored again. after dealing with the neglect, in proper assessment, having no pain management, no professional standards, and feeling disrespected and not care for any concerns i proceeded with my daughter to the front of the hospital to try to find help from customer service . The young lady at the front gave me a telephone number I can call to make a complaint A number to dial to speak to the Charge Nurse 3 times I called and was told she was unavailable and there was no one else I would speak with. My daughter was in so much pain still that a gentleman who was behind the customer service desk decided he would take it upon himself to try to find a wheelchair for my daughter. They seem to be no wheelchairs available, but he kept looking until he found one .once he did even took my daughter back outside down the ramp to the emergency department,so I can find someone to speak to . That gentleman in the blue suit went above and beyond just to help. Once returning to the ** department , and speaking with the the ** front desk I was told the charge nurse was now available to speak with me. I was now completely dissatisfied with the hospitals care I felt my child was neglected.There was no professional standards met. My concerns regarding her care was neglected with poor customer service. Once I spoke to 2 charge nurses, I explain my concerns, I pointed out to the charge nurses how unclean and unsanitary the hospital was. I even pointed out to show them stuff that was unsanitary, and I told them I did not believe in there care and felt my daughter will be neglected and ask for a immediate transferred to another hospital . I was than denied a transfer so I ask them to discharge her so I would take her somewhere else. I proceeded to call 911 for a ambulance to take my daughter to another hospital. in the process of trying to get the address for the hospital. The nurses didnt even know the cross streets ,barley new the hospital address. The whole experience was just horrible but my daughter was able to get to another hospital where she was taken care of immediately and properly. The whole experience has left me and my child traumatize,. The hospital has extreme, poor customer service skills . The ********************** was not up to professional standards, and we felt neglected without proper care.

• Initial Complaint

  11/28/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  **********************, a physical and occupational therapy practice, located at ****************************************** uses Montefiore Medical Center Billing located at ********************************************* ************** to bill their patients. I have been a patient with Motion Sports Medicine for over 6 years! My insurance coverage completely covers my visits. I have no out of pocket costs. And by federal law they are not allowed to bill me for anything with the type of insurance coverage I hold. I have received 4 bills from Montefiore. The account number on the bill is: **************. The bill is for 2 different dates of service - May 24, 2022 & June 3, 2022 and they are billing me for $15.96 for each date. Total bill - $31.92. I have spoken to both Motion Sports Medicine and Montefiore each time I have received a bill. My last conversation with Montefiore was on Tues. Oct. 25, 2022 with *** in the billing ***** I was assured by her that Montefiore would resubmit the claim. I just received another bill printed on Nov. 17, 2022 stating that this was my final notice and your bill may be sent to collections if a payment is not made. Im asking the Better Business Bureau to help me with this bill which I should never have received in the first place! The incompetence of this billing **** is staggering! And I do not want my credit ruined because of their incompetence!

• Initial Complaint

  11/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I was a long-time patient of Montefiore hospital clinics. I have been getting my eye care at Henkind Eye Institute for years. I am a senior who used Emblem Health VIP insurance for a visit. I tried to get help from my insurance Emblem Health VIP, but they said they could not do anything because they were not at the doctor's visit. They can only process what the billing **** puts into the system regardless of whether I was told something else by the doctor or clinic.2 months later, I am receiving a bill for a copay for $50 for service date 11/12/2021, stating by the doctor for a facility copay.I have tried numerous times via telephone to tell them I was told there were no copays on that day, and I was told the doctor was not there, but I could have my eyes tested since he needed this information and since I am not seeing a doctor, there is NO CO PAYMENT for 11/12/21. This practice is unfair and unprofessional and takes advantage of me because I am a senior. If I am asking what is my copay for a visit, there should not be any confusion about giving me that information at the front desk. I am disputing this $50 copay for the facility because I was told on the day I went that I did not have any copay for this test, and the doctor was not there. I have paused going to the eye clinic because this has happened more than one time where they are telling me one piece of information at the front admission/front desk and then doing something different on the billing side to get more money later from their patients. There is a lack of transparency. I am almost 90 years old. No one at any age should have to be in the dark about simple copayments that the front office or clinic is responsible for telling the patient beforehand or when asked. Patients usually pay their copay payments at the front office. Some clinics only see you when you pay your portion of your copays before you see a doctor. Thank you,*******************************

  Customer response

  12/09/2022

  Better Business Bureau:
  
  At this time, I have not been contacted by Montefiore Medical Center regarding complaint ID ********.
  
  Sincerely,
  
  *******************************
  

• Initial Complaint

  08/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Montifero Hospital Nursing Home is using ********** *** to constantly call my cell phone leaving unwanted voicemails daily sometime 3 times a day regarding their Facility Updates re Covid and other information. These calls are unwanted, I never requested them, tried to block them and the calls still come in blocked form but it still allows them to leave me these unwanted voicemails that I have to delete. I need for these calls to stop. I have had no success in trying to contact them to stop the calls on my own as this Nursing Home is totally unresponsive when I try to end the calls and even see why I'm getting them. So, if robo calls can't get off this list myself. Please have Montifero Hospital Nursing Home cease and desist. The number that appears on these calls is ************, ********** ***.

  Customer response

  09/09/2022

  Better Business Bureau:
  
  At this time, I have not been contacted by Montefiore Medical Center regarding complaint ID ********.
  
  Sincerely,
  
  *************************
  

• Initial Complaint

  05/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I had a doctor's visit at Montefiore Henkind Eye Institute on 7/6/2021 to ask if I was a candidate for cataract surgery at 88 years old. Doctor and surgeon ******************* said I was and I should think about doing it before waiting until I am in my 90s. One of the concerns that I made VERY clear to the doctor was for the hospital to inquire if my insurance Emblem Health VIP would cover the surgery and if there was an out-of-pocket patient responsibility. I made it VERY clear that I want to know this before I do the surgery to see if I want to do it this year or next year, depending on the expenses I incur. This surgery did not require me to do it in the next 2 weeks.*********************** said that her surgical coordinator, ***************************** would follow up with the surgery and tell me if I would have any out-of-pocket costs that the patient is responsible for before the surgery. In the meantime, the doctor scheduled the 1st cataract surgery for one eye on 7/21/2021.The last surgery I had at Montefiore was on 10/3/2017 with a different doctor; that surgical coordinator checked my insurance for coverage and let me know in advance of my out-of-pocket costs. I brought a check with me on the day of the surgery. For the cataract surgeries, I never received any follow-up call about insurance coverage, and if there were any out-of-pocket costs, I should expect. I had my daughter follow up with Montefiore. She reached out to the surgical coordinator and was told to reach out to the billing department. She was told the procedure was covered by Emblem and that they did not inform them if there were any out-of-pocket expenses. My daughter called more than once to confirm if there were fees that my mother would have to pay for the surgery. They said no. Five 5 months AFTER having both surgeries on each eye. Montefiore then sends a **** as of 12/14/2021 for $475 each eye, totaling $950. It is unethical billing practice and deception.

• Initial Complaint

  02/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  12-02-2021 I went to cricket store to upgrade my phone they made me pay my phone **** before I upgraded it $****** then $220.00 to upgrade my phone then 12-26-2021 they charged me another ****** for my phone **** I went into the store to refund me or credit on my next **** the manager pulled the 2 transactions showing I payed then told me to my face that I didn't my response was it was right f****** there it shows I payed it there's 2 recipes 2 different transactions he then told me to get the he'll out of his store and not to come back cause I swore and I was trying to be nice until he kept calling me liar I asked for the recipes before I left he ripped them up infant of me

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