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:08/27/2024

  Type:Customer Service 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 the 21st of June I had an operation for installing a pacemaker in my chest. At the beginning of that operation experience I was wheeled into the operation theater and then I saw a man with a full ***** covered partly with a face mask. I asked him if he was the doctor and he replied with a Sinister tone of voice that he was Boy nurse. Then he moved over to the other side of the ****** and began to prepare my breast for the operation. Using a paddle sponge he cleansed around my left breast all except the ******. I had my eyes closed so I did not see what he was doing or what he was using but it felt like he was using strips of rags that he slowly purposefully dragged haltingly over the ****** of my breast. I felt as though I was in a horror film theater and was feeling very unsafe and sexually assaulted. I was not asked for my permission to be treated in this manner and I did not give my permission for being treated in this manner. I have made communication efforts with two women in the hospital who have the title of patient advocate after their name. But I have not been abvocated for. The first ***** promised me an appointment to go in and talk with someone about my claim but that has not happened. I have not been offered an appointment, an appointment has not been set for me. From the information I have received from the letter that they sent to me it appears that as a patient I have not been protected and I'm still not being protected but the sexual offender and predator is being protected. They have not indicated that this person has been removed from their job and so the indication to me is that this person is allowed to continue in their medical occupation and is not being held accountable for what he did to me making me feel very unsafe and sexually violated. I do not understand why the women I have so far spoken with are choosing to protect this sexual predator who assaulted me.

  

  Business Response

  Date: 08/28/2024

  Hello, 
  Crestwood Medical Center recently mailed a letter to your home address detailing the steps we have taken to address your concerns. We want to reassure you that your complaint was carefully reviewed and thoroughly investigated. T**** you for giving us the opportunity to address this matter.

  Customer Answer

  Date: 09/01/2024

   
  Complaint: 22202644
  
  I am rejecting this response because:
   I was sexually assaulted by a man while he was prepping my chest for surgery and when I was strapped to a surgical ****** and with an IV in my arm. So I was literally a captive and in a state of trauma,due to my heart condition of *******************, which was the reason I was in surgery, for the implantation of a pacemaker. In the act of prepping my left breast the man sadistically began to play with my breast in a way that horrified me and made me realize I was under the care of a very unsafe person and in an unsafe environment. Nothing had been done to prevent this egregious act from occurring. Nothing had been done to insure that only safe and honest staff would be prepping me for surgery.
  
  
  The letter that was sent to me from the hospital resolved nothing. It said that an investigation was done. This would be a sham of an investigation as it was internal only, and the staff members they claim to have interviewed would naturally have had a conflict of interest. Aside from that there were no other staff members close by so this man was allowed to assault me totally unobserved. Also this letter stated,Federal law prohibits any disclosure of details regarding performance improvement activities. And the person who sent this letter does not say this law applies to the patient who became a victim. In my next phone message with this person I had asked her for the exact number of the law she had referred to, as I wanted to read that law for myself. She responded with a phone call and told me the name of the law, which is 42 pages long. I read the whole ************************************************************************* any way against a patient being informed of anything. I called again and asked again for the exact number because I want to read exactly what she is referring to and she stated, It is in there. Either she has not read this law or she is outright lying. In any case to tell me It is in there is not advocating for me at all. So this form of advocacy is a sham.
  
  
  I went into surgery trusting that I would be protected from sexual predators, but I was not protected. Now, my claim is being used as entertainment by the patient representative, who is clearly not representing me, but instead is covering for the sexual predator, due to the conflict of interest held by the patient representative. The treatment I am receiving as a result of my claim is reprehensible. So, no, the response to my claim is clearly unacceptable. An appropriate response would at least include the exact number of the law as she understands it to be.
  Sincerely,
  
  *** ********

• Initial Complaint

  Date:07/16/2024

  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.

  I went to the Crestwood *********** for strep throat, the billing took approx. 5 months to reach us, which I paid immediately the day it arrived, which I have attached a copy of the canceled check from my financial institution, Redstone Federal Credit Union. They have continued to harass me and I have made phone calls, sent by mail copies of the cancelled check and emailed their billing department. Now, they have a debt collector involved. This needs to stop. I will never go to another Crestwood facility for anything. When I moved to **********, I was warned about Crestwood, now I fully understand. I will be notifying my physicians that I will not be subjected to this form of abuse. I have or had a perfect credit rating and now they have robbed me of it.

  

  Business Response

  Date: 08/19/2024

  At Crestwood Medical Center, we strive to provide the highest level of service and we appreciate your feedback. We would like to assure you that we are committed to resolving this issue to your satisfaction.

  
  We are working with our internal teams to address this complaint appropriately.  Once we have more information, we will work diligently to resolve the matter as quickly as possible. Our goal is to ensure that you are fully satisfied with our response and the resolution provided.

  
  Thank you for giving us the opportunity to make this right. We value your business and hope to continue serving you in the future.

  Customer Answer

  Date: 08/19/2024

   
  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.  I will wait for Crestwood business office to locate and reallocate the payments to the correct department accounts and refund the over payment.   Thank you for the communication. 
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:04/08/2024

  Type:Customer Service 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.

  In January 2024 I had a 4 level Anterior Cervical Diskectomy and Fusion (****) at Crestwood Hospital in Huntsville, *******.Four specific **** post surgical life threatening complications developed post **** while in recovery at Crestwood Medical Center: 1) Aspiration Pneumonia Left Lung 2) Large 400 ml neck hematoma at **** incision 3) Double hemothorax on front/back of right lung and 4). Pneumothorax right lung collapse.Soon after my ****, a hematoma developed, possibly from a bleed and/or as a swelling reaction. As a result, it appears that the hematoma blocked the ******* ***** drain tube that was placed in my neck near the incision site, then the fluids backed up inside of me to form a large 400 ml hematoma in the right side of my neck near the **** incision site when Crestwood medical staff failed to recognize and react to the lack of fluids in the ******* ***** drain tube for 4 days after surgery even when my family members repeatedly alerted medical staff at Crestwood about the drain malfunction.The 400 ml hematoma that built up when the ******* ***** drain failed exploded on 3 February 2023, my lung appears to have been punctured during attempts to intubate me for emergency surgery to remove the large 400 ml neck hematoma and establish a respiratory airway. While not explicitly stated in my medical records there are several notes in my medical records as well as phone calls from Huntsville Hospital on 5 February 2024 to my family when Crestwood transferred me Huntsville Hospital after they had damaged me so badly support this position.My previously expanding neck hematoma extended inferiorly through my thoracic inlet, which resulted in extrapleural hematoma and two associated hemothoraces on the front and back of my lung. The neck hematoma, two hemothoraces and the punctured lung resulted in the pneumothorax collapse of my right lung.I had to be transferred to Huntsville Hospital because Crestwood could not repair all the damage they did to me.

  

  Business Response

  Date: 04/09/2024

  Hello, Ms. *********,

  We have received your complaint. Crestwood takes all feedback seriously, and we are investigating the incident. Our goal is is to ensure all patients have a positive experience at our hospital, and we will respond once the investigation is complete.

  Thank you,

  Crestwood Medical Center

   

   

   

  Customer Answer

  Date: 04/10/2024

   
  Complaint: 21539995
  
  I am rejecting this response because:
  
  This needs to stay open until Crestwood Medical Center responds.
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 04/11/2024

  **********************,

  My name is *************************, and I am the Director of Patient Experience at Crestwood Medical Center. Please contact me at ************ or ***************************************************************** to discuss. 

  Thank you.

   
  

   

   

  Customer Answer

  Date: 04/11/2024

   
  Complaint: 21539995
  
  I am rejecting this response because:
  
  I already contacted ***** at Crestwood two weeks ago and she was "too busy".
  
  I even placed a review on ****** review over a week ago and not a single response from Crestwood. Crestwood has responded to everyone else's review on ****** review...but not mine...why is that?
  
  Please indicate your response right here on BBB. You have the medical records in house at Crestwood, all you have to do is look me ** in your records and you will plainly see as I can see (and felt) the near death experience I suffered in Crestwood's "care" after a routine ACDF. It should never have happened if Crestwood was providing the reasonable "Duty of Care" expected of any hospital.
  
  Should there be no response here on BBB by 20 April 2024, this will escalate.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:01/03/2024

  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.

  After reviewing my medical records from a complaint that I filed. I see that I was falsely accused by the nursing assistant and nurse of throwing a call light and being rude. This is a cover up because I contacted **************** about my being assaulted while in the hospital. The Nursing assistant put her finger in my face because i told her I would sit on the side of the bed for an orthostatic blood pressure. When I asked her to leave my room, she refused and she told me she was coming back in my room because she was the only tech there for the day. How would I know that if she did not tell me. In the report that ***** wrote she said that I was rude to her and threw a call light. I am appalled that Crestwood would stand behind a nursing assistant assaulting a patient. If they interviewed the other staff, they would not have received a report of my being rude. What was written in that report was a defamation of character after being assaulted. I feel that all of the money that was paid by my insurance company should be refunded. The nursing assistant should not be working for a hospital with people who are cannot defend themselves. This nursing assistant can really hurt someone. Crestwood is the worst hospital that I have ever been in. I pretty much used my insurance to get mistreated. I see below, that I could be contacted by the news media. I will gladly speak to the news media, especially if I can keep this from happening to another patient. This nursing assistant is going to hurt someone one day.

  

  Business Response

  Date: 01/15/2024

  Thank you for taking the time to leave us feedback and we are disappointed that your experience was not positive. If you would like to discuss further, please call our Patient Advocate at ************.

• Initial Complaint

  Date:12/21/2023

  Type:Customer Service 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 Tuesday December 19th 2023 I went to Crestwood medical center after I was poisoned and was denied medical treatment I was given a misdiagnoses and was prescribed medication I didn't need and after that was discharged from the hospital after I was denied medical treatment

  

  Business Response

  Date: 12/21/2023

  We are disappointed to hear of your experience and would like to talk with you further to gather more information to help us in our work to improve. Please call our Patient Advocate at your earliest convenience - ************. Thank you.