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:10/11/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  My mother, ********************************* is a patient of *********** Hospital, *** ****** ******, Room *******Philadelphia, PA *****. On Monday, October 2, 2023, she (******) reported the nurses, Patient Relations, and the Social Worker, ****************** (refuses to provide her last name) that her phone was stolen. Apparently, the ******************* Patient Relations and the ******************* filed a report and informed me they were to conduct an investigation. One week later, neither my Mom nor have I been a prized as to the status of those investigations. The cell phone which was an ****** ** *** ***256GB valuing approximately $450 was reportedly stolen but thanks to me, the account holder, it has insurance. I paid the deductible amounting to $249 plus tax for a replacement phone to be sent after the claim was approved. This hospital room lacked the patient option to secure their own personal and valuable possessions. Phone was searched but not located within my Moms room. Hospital is negligent through not providing any type of mechanism to secure belongings and staff stolen this patients personal cell phone. social worker stated Penn has refused to pay for any amount due to this stolen phone which occurred on their premises. Looking for full investigation, apology and reimbursement. My Mom has to file a report to ************ Police since Penn Medicine es so filling to do so.

• Initial Complaint

  Date:06/06/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  It took 2 and half months to schedule appointment with Dr. **** ******* Dept. of Orthopaedic Surgery. I was told to call back next month because they could not see his schedule for the next month. I called back and it took another month to see the doctor. I work at *** so I wanted to schedule appt. there not at Penn Medicine Washington Square. I was told that is why I needed to wait because the doctor dosn't work a lot at ***. I showed up to my appointment today and was told the Dr was not here he was at Penn Medicine Washington Square. Penn Medicine screwed up my appointment and I wasn't able to see the Dr. I have had knee pain for 2 and half months waiting for my Dr appointment that never occurred and I was still forced to pay $17 for parking. As if my time and pain were not enough, not you want money? Please reimburse me $17 and recommend another Dr from another hospital.

• Initial Complaint

  Date:10/06/2022

  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.

  Penn Medicine billed me on the 1st of the month, not the actual service dates for therapy. They charged my insurance as a "collab" when my primary doctor wasn't involved in the therapy. My insurance has mental health benefits, however Penn Medicine charged me by the minute for "collab" services. I am requesting that Penn Medicine retrack their fraudulent claims and resubmit them with the proper dates of service as a behavioral health visit. These charges disappeared for a year, and now they're back with Penn Medicine in-house collection agency called, ******** ***********. A year ago ******** *********** contacted to pay the past due amount and offer a special "50% off COVID" discount if I paid the bill on the phone. I questioned Penn Medicine how their collection agency was able to reduce the amount due by 50% and they had no answer. Please have Penn Medicine correct the claims and billing and I pay my mental health copay to them.

  Business Response

  Date: 11/15/2022

  November 3, 2022 
  

  Dear *** *******, 
  

  Thank you for contacting us regarding the concerns identified by *** *****. 
  

  A review of our records indicates that these concerns were previously brought to our attention by the office of the Pennsylvania Attorney General and have been addressed. For your convenience, I have enclosed a copy of our prior response. 
  Thank you again for the opportunity to review this matter. 
  

  Sincerely, 
  Lizann B. 
  Director, Patient Financial Services