Complaints

This profile includes complaints for HealthHub Patient Engagement Solutions Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  HealthHub Patient Engagement Solutions Inc.

  1600 – 2002 Victoria Avenue Regina, SK S4P 0R7

• 

  HealthHub Patient Engagement Solutions Inc.

  2002 Victoria Ave Suite 1212 Regina, SK S4P 0R7

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:26/03/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Jan 28/25 I received ticket #****** to have TV fixed at ***** ******* ********* ********* *** *** ** ****** **** *** as it was not working for 80 yr old man. Ticket was closed without notification on March 7/25 when I phoned them at *************** TV was not fixed. I got a new ticket #****** on Mar 11/25. Phoned Health Hub Solutions on Mar 20/25, was told TV would be fixed Mar 25/25. Below is a copy of my email from Health Hub on Mar 11/25.
  
  Ticket #****** – We have received your ticket!  March 11, 2025 12:21 PM
  From:
  Help Hub
  To: Howard and Pat
  Hello,
  
  Thank you for contacting HealthHub Patient Engagement Solutions. We have received your service request and are sorry to hear you are having issues with our service. Ticket #****** has been created, and we will email you once the issue has been resolved. Thank you for your patience.
  
  IMPORTANT: This is an automated message. Please do not reply.
  
  Sincerely,
  HealthHub Patient Engagement Solutions
  
  ***** ** ***** ** ** *** ******* ** ***** *****************************************************************************************************************
  
  I called again this morning, Mar 26/25 and was told file is closed as TV needs to be repaired. Lady at Health Hub said she is sending info again to see if TV can be fixed. I hope that by calling Health Hub today perhaps this situation will be resolved but I am not sure it will be as it has been awhile since Jan. 28/25. Any help to resolve this TV not working is much appreciated. ***** **** *** ****** *** ******** ****************

• Initial Complaint

  Date:21/10/2024

  Type:Service or Repair 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.

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because this company gave me the run around for over 3 weeks only then to come up with the excuse that they don't own the TV's and therefore can't service them. They should of known this right from the start, instead the told me numerous times they would send a technician. Again, I never asked for a refund, they just went ahead and processed one to get rid of me. Why do they advertise TV services in a hospital if they can't service the equipment. There was never a solution offered to change out of TV etrminal. **** ** ** ******** **** 
  
  
  
  Sincerely,
  
  
  
  ******* ******** could move rooms, I guess she thought we were at the **** *******. I then got fed up and email ***** **** the CEO. He said he would look into it. He then told me a technician would be at the hospital on Wednesday October 9th, and also suggested I put in for a refund? Why would I want a refund fob the service I desperately wanted for my mom? October 9th came and went and no technician showed up to fix my mom's TV! ***** **** did not let me know this, when I followed up with him he said he would look into it and I have yet to get an answer from him on why a technician had not shown up and when I would receive a resolution. I received a call from ****** ****** again telling me she issued me a refund, I told her I don't want a refund, I want a TV for my mom. She said she would get back to me and I have yet to hear from her This company advertises that patients in the hospital are often bored and lonely and TV service would be beneficial. Still waiting for a resolution.

  Business Response

  Date: 18/11/2024

  Good Afternoon, 

  We are truly sorry for the inconvenience you have experienced during your loved one's stay. As per the email we sent to you on October 10th, a full refund was issued (total $*****). 
  HealthHub Solutions doesn't own the TVs at the ******** ******** Hospital and as such, we do not service them. As a courtesy, we had worked with the hospital to replace the terminal, but the patient had been discharged already. 
  Again, we apologize for the inconvenience. 

  The HealthHub Team 

  
  

• Initial Complaint

  Date:10/07/2024

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  TV services were obtained by Healthhub Hospital, we have been asking since Oct 2023 for invoices as we are First Nations and will obtain partial tax credit.
  **** ****** **** ****** **** ***** *** ******* **** ** ******** *** ** ***** *** ** ***** *** ** ***** *** ** ***** *** * ***** *** ** ***** *** ** ***** ****** **** ****** **** **** *** ** ***** *** ** ****** 
  To date we have not received any invoices even though we have called multiple times.

  Business Response

  Date: 15/07/2024

  Hello,
  The requested receipts have been emailed to the customer on July 15th, 2024.

  
  Please let us know if there are any other questions/concerns.

  Thank you,
  ***** *****

  Executive Director, Operations

• Initial Complaint

  Date:06/06/2024

  Type:Service or Repair 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.

  On May 22 I ordered HealthHub's TV service online for my father who is a memory care (dementia)patient complicated by isolation on *** at the ********* ******** in ************ **.
  
  On May 27th the nursing staff of *** informed me the TV is not working and has never worked for him. I filed a service request on the same day through their website and received no update from the company.
  
  Today, June 6th, I called the customer service line to inquire about my service request as there had been no follow up and the TV was still not working. HealthHub had a record of the service request and informed me that the ticket stated a refund would likely be needed. The customer representative also informed me that the TV had not been in service since April.
  
  They stated I would be eligible for a refund but not the full amount of ******, because I did not report the issue until May 27 (5 days after purchase). I stated that was not acceptable as the TV had not worked since time of purchasing the service and their own records indicate that the TV was never going to work as it had been out of service since April. This observation fell on deaf ears and the rep continued to state that I was only eligible for refund reflecting 10 days of service(**** *** *******) and not the full 15 days. Again, I stated this was ridiculous as their company allowed me to purchase a service that was never going to work and that it was terrible customer service. Especially in the context of trying to help a confused & isolated patient pass the time. * ** ******* ** ** **** ******* **** ** ******* **** * ******* **** ******* ** *********** *** ****** *** *** ************ *** ******* ******* *** ** ********* ************* **** * ******* **** ***** *** ******* ****** *** ******* *************

  Business Response

  Date: 25/06/2024

  Hello,

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

  Please know that there was a full refund issued to this customer and an email sent to that effect on June 17, 2024. The refunds can take up to 2 weeks from the date of processing. We have also sent a follow up message today, June 25th to the customer to ensure there are no outstanding questions.

  Thank you,

  ***** *****

  Senior Manager, Operations Strategy

• Initial Complaint

  Date:23/10/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Order# **********
  2023-10-20 Friday
  16:52 I ordered and paid for TV service for 4 days, in my brother's hospital room in Oshawa.
  18:12 despite numerous attempts, the TV service would not activate. I called support, spoke with an agent, and was told a ticket was issued. The agent told me an online technician would text me once the problem was resolved. I waited, but received no updates for the remainder of the evening.
  
  2023-10-21 Saturday
  09:25 I called support, for an update, but the business was closed until 10:30.
  10:30 I called support, and waited 6m54s before a second agent picked up my call. She told me tech support had investigated but couldn't fix the problem remotely, and that they had messaged (internally) at 20:00 last night that they would send someone to the hospital to investigate. I didn't receive that message, so I asked her when it would be fixed. The phone agent said she didn't have access to tech support's schedule, but someone would go into the hospital room for sure, to fix the problem. I asked again, would it be hours? days?, but she didn't know. I asked for tech support to message me, to let me know what to expect. She said she'd send them a message.
  15:06 I hadn't received any contact from tech support, and it was now about 22 hours since my order was placed. I called again, reaching a third agent. I pressured him, asking why there was no reply or ETA as of yet? He said "BECAUSE IT'S A WEEKEND, THERE ISN'T ANY TECH.". I was astounded, to have been strung along for this amount of time. I told the agent to cancel and refund my order, and that I'd be raising a formal complaint. I also asked him to escalate my call but there was no-one to take it.
  17:22 I searched for contact info on the website, but there is none. I found it on BBB.org, and emailed my complaint.
  
  2023-10-23 Monday
  13:25 I decided to post this complaint, because HealthHub Solutions has not responded to my email complaint.

  Business Response

  Date: 26/10/2023

  
  We at Healthhub Patient Engagement solutions apologize for any
  inconvenience our customer has experienced. 
  

  Our Bilingual Customer Experience Specialist spoke with the customer on October 7,
  2023. After reviewing the information provided, we have determined the
  issue was due to onsite equipment failure. Our technician stopped by on October 7, 2023 and repaired the connection and we issued a refund.
  
  At Healthhub, we value all feedback from our customers as it
  provides us with information to help us to continuously improve our customer
  service and the customer experience at the bedside. With the above actions taken, we trust the customer will consider the
  issue resolved. 
   
  Please advise if there is any additional information you wish to obtain. 
  
  Thank you

• Initial Complaint

  Date:22/08/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Healthhub rents televisions to hospital patients. I took out a 20 day rental for a TV, at the ******** ******** Hospital for my cousin (room ****, Bed 1). The rental began Monday August 7 and is scheduled to end, September 2. Monday August 14, the TV ceased functioning. I contacted Healthhub to alert the service provider. A ticket was opened, #******. I was told by the agent that the technician would come to the hospital on Wednesday the 16th, to service the TV. No technician came to service the TV on the 16th. Since then, I have called each day to try and get support for this television, to no avail. Today, I asked that this be escalated to the service manager. The first agent I spoke to said the person's name was ********. The agent undertook to add a note to the file to call me. She said I could expect a return before noon, EST (agents are in PEI). At 3:00, I still had not heard from ********. I called yet again. The agent said she could not put me through to her directly. I find that odd. I have been patient but now it is time to seek redress elsewhere and I am turning to you.

  Business Response

  Date: 23/08/2023

  Hello,

  We at Healthhub
  Patient Engagement solutions apologize for any inconvenience our customer has
  experienced. After reviewing the information provided, we have determined the issue was
  related to onsite equipment failure. Our technician attended on Wednesday Aug 23, 2023 and repaired the
  issue. 

  With the above actions taken, we trust the
  customer will consider the issue resolved.

  If there are any other issues or any concerns, please reach out to
  [email protected] and we will investigate it promptly.

• Initial Complaint

  Date:09/03/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  

  Correction, Health Hub was contacted on March 1st, not the 9th as stated.  I was issued ticket#****** on March 1st for the issue of the TV not working.

  8 days later, TV was still not operational , and I spoke with Health Hub on the 9th of March. 

  My mom was moved to another room and another issue with the TV!  Stuck on the marquee screen.  Spoke with Health Hub March 14 and was issued another service ticket.  Today, marks 16 days that my mom has been in hospital without a working TV.  Horrible.  And shame on Health Hub Patient Engagement Solutions for non-existent service for our elderly.  Most elderly patients cannot properly operate a device like a laptop or cell phone and are forced to suffer with poorly managed technical support from this company.
  

  
  ****** *

  Business Response

  Date: 15/03/2023

  To begin, we at
  HealthHub Patient Engagement Solutions apologize for the inconvenience our
  customer experienced. 

  We spoke with the
  customer on March 9, 2023 and after reviewing the information
  provided, we have determined the issue was related to onsite equipment
  failure.  Our tech stopped by on March 9th, 2023 and repaired the issue.

  
  We thank
  the customer for providing their feedback as feedback like this assists us in
  improving our customer service and the customer experience at the bedside.
  
  Please advise if there
  is any additional information you wish to obtain.

  Business Response

  Date: 31/03/2023

  ******,
  

  we are terrible sorry for the delay there was in getting a technician out in a
  timely manner. There was an outage at another site which prevented the tech to
  attend at the date initially provided to you. We have processed a refund for
  the services, and we apologize that our service for the frustrating experience.  Your comments allow us the opportunity to do
  better. 

  Customer Answer

  Date: 05/04/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID *********
  
  
  
  
  Sincerely,
  
  
  
  ****** *********

• Initial Complaint

  Date:22/02/2023

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  
  
  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,
  
  
  
  **** *****d that they don't refund
  
  I went to their website www.ConnecteMonLit.ca to fill out the refund form only to find out that my IP address is blocked.
  
  Could someone please help me. I would like to be refunded the amount of $45.71 for those 3 days that my son is no longer in the hospital.
  Thank you for your time.
  **** *****

  Business Response

  Date: 22/02/2023

  Hello ****,

  To begin, we at
  HealthHub Patient Engagement Solutions apologize for the inconvenience you experienced. 

  Our Customer Experience Specialist reviewed the
  complaint and spoke with the customer on February  22nd, 2023 and we hope the customer will consider the issue resolved. We thank
  the customer for providing their feedback as feedback like this assists us in
  improving our customer service and the customer experience at the bedside.
  
  Please advise if there
  is any additional information you wish to obtain.

  Thank you.

  Business Response

  Date: 01/03/2023

  Hello ****,

  Our apologies, it does take 7-10 business days for a refund to be processed and show up on your statement, depending on your the financial institution. We hope the brief phone call explaining everything with our team member today was helpful and we can confirm that the refund was processed on February 23rd, 2023.

  Thank you.

• Initial Complaint

  Date:05/12/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore 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.

  We were at *** hospital since November 22nd. On the 24th we paid for the tv for room 5031 for my brother ****************. Yesterday, since we paid for 9 days, we asked if we can get 2 free days. We did not anticipate staying longer than 3 days, so we never ordered the package. We kept being told surgery would be tomorrow. Anyway, I requested 2 free days and the woman on the phone talked to me like I was a 5 year old about how I needed to purchase the package. I spent way way more money than the package price for 5 days, so I told her the company is not losing money on me not purchasing the package price. So after taking 9 days of payment for extremely slow service, they rudely refused a free 2 days. Come on people, this is a hospital where people are bedridden, lonely, and dying! Have some compassion and make the service faster and the reps more respectful. My brother is special needs and tv is the only thing that helps him to feel okay. We can't afford this service.
  

  Business Response

  Date: 23/12/2022

  Business Response /* (1000, 5, 2022/12/06) */
  Hello ********,
  
  To begin, we at HealthHub Patient Engagement Solutions apologize for the inconvenience our customer experienced.
  
  Our Customer Experience Specialist reviewed the complaint and phoned the customer on Dec 06, 2022 and have processed a refund for the service.
  
  At this time, with the above actions, we hope the customer will consider the issue resolved. We thank the customer for providing their feedback as feedback like this assists us in improving our customer service and the customer experience at the bedside.
  

• Initial Complaint

  Date:14/11/2022

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  I was in ********** hospital from the 2nd of October to the 18th of Oct. I wanted to watch sports but not having a credit card, my son-in-law ********** paid for one week. Not knowing when I would come home, I rented for another week but I was in the hospital for two more days but only watch TV one day and left.
  
  Except for sports the channels were not good, like Gilligan's Island, 3 French stations, also 3 children's program also one I couldn't understand, couldn't get a movie the screen was black.
  
  I phoned the the business health hub patient engagement solution. I complained to them saying why should I pay for one more week when I watch one day and left to come home Oct. 18th. The answer was they were not gonna give me a refund.
  
  It was fine that I pay for the first week but not the second week. Of course I had to pay ********** $86.00. Is it fair that the company can charge so much for so little programs?
  
  I hope you will look into the way they do business and to hopefully get my $86.00 for the second week. They are taking advantage of people especially seniors.

  Business Response

  Date: 21/12/2022

  Business Response /* (1000, 18, 2022/12/21) */
  We at Health Hub, are sincerely sorry for any inconvenience our customer has experienced. Our Bilingual Customer Experience Specialist has emailed the customer on Dec 21st, 2022 with a resolution. We hope the customer will consider the issue resolved. We thank the customer for providing their feedback as feedback like this assists us in improving our customer service and the customer experience at the bedside.