ComplaintsforWhite Rock Medical Center

• Initial Complaint

  05/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On 11/6/23 I came in for testing and end up getting stents due to blocked arteries. Paid $1,329.00 before they would check me in. They wanted $2,658.00 but told them I can only pay half of it. After reviewing my EOB and verified with my insurance, I did not have to pay anything to the facility for my part. Called White Rock for refund and were told that they miss coded my claim and will need to refile with my insurance. That was fine since miss coding happen all the time. Checked my insurance again and found out they got additional payment on 1/4/24 for the refiled, my part owed to the facility is still zero so they owe me a refund of $1,329.00. Been trying to call them with my insurance advocates help but they do not pick up their phones or return messages. When I did get a hold of them, they give me a run around. One of the insurance advocate was able to talked them on 2/20/24, and was told that they are in the process of refunding me and it would *********** to 8 weeks for the refund. Part of February, March and April passes and I still have not receive the refund. Called again several times but had to leave messages because no one picked up. No one respond back to my messages requesting a call back. Was able to talk to their accounting on 5/15 but she put me on hold and then came back and said she would need to call me back after she talk to her manager. She said her manager was on the other line and not sure when she would be off for her to ask so she will need to call me back. As of today, I have not receive a call back or the refund.

• Initial Complaint

  03/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I went to the ** on 12/7/23. I paid $2500 with a credit card before leaving. After review of my insurance EOB, I called my insurance company. They told me I should have been charged $460.39. They offered to contact the hospital. They later called me and said the hospital agreed; I was due a refund and they would take care of that. After some time and no refund, I have left several phone messages and email messages with the business office of the hospital with no response. The one time I actually had someone answer the phone, she said the person I needed to speak with was not there and would call me the next day. She did not. It is almost 3 months now and they have $2039.61 of my money still. I am very unhappy about their non-response.

  Customer response

  03/04/2024

  I forgot to include my account number with **********************.  It is 98009.  

• Initial Complaint

  02/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I used their emergency services for which they billed me. I've been making payments, but they have never sent me a statement, originally or before or after making payments. What they say is the balance makes no sense, but no one answers the phone or returns voice mail. My payments seem to be going into a black hole, or someone's pocket, with no acknowledgement of receipt. I want them to give me an accounting.

• Initial Complaint

  01/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Me and my husband rushed my daughter, ************************* into White Rock Medical Center emergency room department because it was the closest hospital in the area on 12-29-23.****** was experiencing chest pain, heart racing, palpitations, weakness and severe vomiting. At 5:30pm Triage nurse began to ask ****** questions in a rude and condescending tone. ****** nurse then proceeded to say Well, this looks and smells like anxiety and ****** was sent back into ** waiting room. ****** was so weak and vomiting, I sat her down on ** floor, because there was no seating available. 6:00pm ****** was taken back for chest x-ray, then sent back into ** waiting room where she continued with severe vomiting and was so weak she sat on floor.6:15pm Triage nurse called ****** back, but by the time I managed to get ****** up and on her feet and walk over to triage nurse - they had skipped her and moved onto other patients. When I inquired and told triage nurse you called my daughter, *************************. Triage nurse said they did not call her. I heard her call my daughters name, but was ignored and I had to ask for emesis bags and some water, since vending machine was completely out of water. Meanwhile my husband asked ****** nurse, Is there a bed that my daughter could lay down, instead of the dirty waiting room floor? Triage nurse said there are NO hospital beds available anywhere in the hospital, believe me I wishMy daughter was made to wait until 8:10pm - ****************, ** tech drew ***** samples and saw ****** was in distress and gave her a warm blanket. ****** waited and laid on the dirty, cold ** floor until 8:59pm, ****************, Wheeled ****** into Room 2 of the ** department and was able to lay down on a decent bed, instead of the floor.9:30pm ****************, RN assessed and administered medication for some relief.10:40pm ************ From imaging took ****** for a CT scan abdomen/pelvis.11:30pm ****** was admitted into Room 262 for critically low potassium level of 2.7 that is life threatening and required URGENT medical attention, that was not initially given by Triage nurse.On our way to admitting ****** into Room 262- I observed several clean hospital beds available- contrary to what my husband was told by Triage nurse, that there was absolutely NO hospital beds available.11:30pm ****************, RN showed compassion and immediately administered medication to hydrate, get ****** comfortable and alleviate symptoms. Carine monitored ****** throughout the night.7:20am **************, RN day nurse took over caregiving and was kind and attentive.10:15am **************, social worker came in with summary of hospital services and charges thus far and proceeded to lecture about ****** avoiding repeated ** visits and costs.I told her - ****** has been suffering with symptoms for over a week already in order to avoid coming to emergency room because she is UNINSURED, lives alone and struggling financially And this is the first time she has ever been seen in this hospital. I did not care for that approach and requested financial assistance form, which she never provided.12:00pm **************** evaluated and discharged ******.****** was charged for:CPT code *****- level 5, ** department visit with high level of medical decision making $3,040.00 CPT code ***** -CT scan of abdomen/pelvis with contrast $7,920.00 CPT code G0378 hospital observation, per hour for total of $1,760.00 CPT code ***** HCG qualitative urine- pregnancy test $367.00 CPT code ***** routine ECG with at least 12 leads with tracing $700.00 These are examples, to name a few of the exorbitant charges from White Rock Medical Center. ****** was not treated at a high level of importance, although they have signs posted in ** waiting room that specifies - Notify triage nurse immediately if you are experiencing chest pain, which we did, but was not acted upon.I also informed nurse that my daughter is gay, is currently on her menses and has NEV** had sexual relations with a male, but they proceeded doing pregnancy test anyway- which is unnecessary charge.****** was degraded and extremely humiliated by the Triage nurse.Triage nurses are supposed to evaluate, identify, determine and escalate priority cases and alleviate suffering- clearly this was not done.Meanwhile ****** has applied for financial assistance to curtail the hospital charges.Your assistance in this matter is greatly appreciated.

• Initial Complaint

  07/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I just spent a week 6-17 at the Medical Center room 405. The rooms are very visitor unfriendly and small and not very much room for any visitor. Because of this my wife had to sit on the bed the one and only time that she came to visit because of this. I guess they are putting a bunch of small rooms in to make more money because they use to be very large. I like to go to this hospital cuz it is only five minutes from my house so my visitors did not have to drive very far but this is LAST time I will use this hospital for that reason. If you want to take care of your patients and family you need to have rooms big enough for visitors. Like I said never again will I use this hospital again!

• Initial Complaint

  06/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was billed for service provided on 12/02/21. This bill was paid and cleared by my bank on February 15, 2022. I received a letter from a collection agency on June 6, 2022. Even though they cashed my check, their billing department had no record of the account being paid. A billing department of any business shouldn't operate with such shoddy billing practices and record keeping. I spent most of an afternoon attempting to resolve their problem,

  Business response

  08/08/2022

  Business Response /* (1000, 5, 2022/06/22) */ White Rock Medical Center Business Office has worked with the patient and the complaint issue has been resolved Consumer Response /* (3000, 7, 2022/06/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have not received any communication from them indicating that they have resolved the issue!!!

*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. ↩