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Business Profile

Hospital

Palomar Medical Center

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Palomar Medical Center's headquarters and its corporate-owned locations. To view all corporate locations, see

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Palomar Medical Center has 4 locations, listed below.

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    Customer Complaints Summary

    • 9 total complaints in the last 3 years.
    • 4 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/12/2025

      Type:Billing Issues
      Status:
      Answered
      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 June 17, 2025, I had an appointment scheduled at Palomar Health alongside my daughter, ******** ********, who was also scheduled for an annual exam that day. When we arrived, we were informed that Palomar Healths computer system was down across the facility, which caused significant delays, confusion, and an inability to access patient records.We waited for over 40 minutes to be seen. I checked in and completed all required paperwork, but due to the system outage and resulting time constraints, only one of the two appointments was honoredmy daughters. I was not seen by a doctor, and I received no consultation, evaluation, or treatment. The only action taken was a refill of my hormone medication, which was processed without any direct medical interaction because I am established patient of Doctor ****.Despite not receiving any medical care, I was later sent a bill for $412. My account number is *****************. This is a charge for services that were never provided.I request the following:1.Immediately remove the $412 charge and update my account to show a $0 ***************** written confirmation that the invoice has been voided.3.Confirm that no collections activity will take place regarding this erroneous bill.I completed all required check-in steps and waited for my appointment, but Palomars system outage in June prevented them from delivering care. I was not seen by a doctor, and no services were provided to me. Billing for unrendered services is both unethical and potentially fraudulent. I am simply asking for the charge to be removed.Complaint filed by:Name: ****** ******** Charge Amount: $412 Account #: ***************** Contact Info: *****************

      Business Response

      Date: 06/18/2025

      Hello Ms. Myronova - 

      It appears that we have received two identical communications from you via the BBB.  We have responded to the other one, but if your concern has not been resolved, please reach out to us directly either via email ************************************** or phone *************).  Thank you.

    • Initial Complaint

      Date:06/12/2025

      Type:Billing Issues
      Status:
      Answered
      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 June 17, 2025, I had an appointment scheduled at Palomar Health alongside my daughter, ******** ********, who was also scheduled for an annual exam that day. When we arrived, we were informed that Palomar Healths computer system was down across the facility, which caused significant delays, confusion, and an inability to access patient records.We waited for over 40 minutes to be seen. I checked in and completed all required paperwork, but due to the system outage and resulting time constraints, only one of the two appointments was honoredmy daughters. I was not seen by a doctor, and I received no consultation, evaluation, or treatment. The only action taken was a refill of my hormone medication, which was processed without any direct medical interaction and refill because I am established patient by Doctor ****.Despite not receiving any medical care, I was later sent a bill for $412. My account number is *****************. This is a charge for services that were never received I request the following:1.Immediately remove the $412 charge and update my account to show a $0 ***************** written confirmation that the invoice has been voided.3.Confirm that no collections activity will take place regarding this erroneous bill.I completed all required check-in steps and waited for my appointment, but Palomars system outage in June prevented them from delivering care. I was not seen by a doctor, and no services were provided to me. Billing for unrendered services is both unethical and potentially fraudulent. I am simply asking for the charge to be removed Name: ****** ******** Charge Amount: $412 Account #: *****************

      Business Response

      Date: 06/13/2025

      Hello - 

      We apologize for you experience with Palomar Health Medical Group (PHMG).  During the spring of 2024, there was an outage across the system, and it did take some time to get things up and running again safely and securely.

      We appreciate you letting us know about the issue and will pass your contact information along to our billing department today; we expect you should be hearing from them within seven business days.

      Thank you and please do not hesitate to reach out to us directly ************************************** if you should have any further issues.

    • Initial Complaint

      Date:02/18/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      The people there treated me poorly, and were horrible to me when I had to get my surgery done.

      Business Response

      Date: 04/17/2025

      We apologize for our delayed response, as well as for your experience.  We would welcome the opportunity to connect with you.  If you would like to, please reach out to us via either email (***********************************************************************************************************************************************) or phone *************) and let us know the best way to reach you directly.  Thank you.

    • Initial Complaint

      Date:11/12/2024

      Type:Customer Service Issues
      Status:
      Answered
      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.
      ******* ********* (license #********** She has been extremely bigoted, antagonistic, cruel, racist and mocking to multiple members of the chronic pain community on TikTok. She has violated HIPAA on multiple occasions by searching these users medical charts through whatever authorization she has as a nurse at your hospital and posts everything she finds on social media. she just doxxed my husband on TikTok where millions of people could see. He is a federal law-enforcement officer who frequently works undercover. She has now greatly jeopardized his safety. She did knowingly and with malice aforethought post this information with the intent to threaten, intimidate, and cause harm to me and my husband. This woman is a menace and Palomar is aware of her behavior and has done nothing. This behavior represents just well run the facility is.

      Business Response

      Date: 04/17/2025

      Thank you for bringing this to our attention.  We began actively looking into this matter since initially being made aware of it.  Please understand we are unable to share specifics regarding the investigation.

    • Initial Complaint

      Date:01/23/2024

      Type:Order Issues
      Status:
      Answered
      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 visited my doctor, and told I needed a flu shot, I was told by doctor and nurse, ******** covered the cost. Comes to find out this is done through the pharmacy drug plan, but not doctors office. The doctor and nurse is suposed to know what is covered, and what isn't. I;ve asked several times to provide me witht eh form I signed accepting financial responsibility. I've made several attempts to rectify, including providing copies of bill. This facility refuses to tak my calls, and I was told by the facility the manager would get back to me, but hasn't. I'm also being charged for visits cliaming I went over allowed time, extra charge for normal visits.

      Business Response

      Date: 06/27/2024

      Thank you for letting us know about this issue, and we apologize for not meeting your expectations.  We will share this with Palomar Health Medical Group, the organization that runs our physician offices.

    • Initial Complaint

      Date:12/09/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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'd like to file a formal complaint against one of the nurses. My mom, *********************************, was hospitalized in from November 15 to November 20 in room 478. I understand I should not include sensitive information here, so I will keep it brief. She was suffering from a stomach problem, which caused her to vomit often. As such, she was dry heaving and coughing a ******** of those evenings, one of the nurses continued to come into her room and complain about how she must have covid since she keeps coughing. She entered and gave her a covid test THREE different times, each time coming out negative, but she insisted that she had covid and continued to keep bothering her. She should have known that as my mom was having stomach and throat damage, she would be coughing, but rather than that, she kept persisting and was overall very hostile towards us and my mom. While she was not able to get her name, we are Filipino and my mom was able to recognize that the nurse was Filipino as well. My mom has been treated here multiple times over the past few years and we have always been extremely satisfied with her care, except for this one example. I would have written this earlier, but I have spent the last weeks focused on her recovery and care. My mom was on death's door, in the most agonizing pain imaginable, and this nurse took it upon herself to insist on her own diagnoses and continue to bother my mom. That is all the information I know of the situation at this time, but if you need more from us let me know. I am not sure I even know what I want to come from this, I just know that it would pain me to see anyone else's mother treated in the same way.

      Business Response

      Date: 06/27/2024

      First and most importantly thank you for taking the time to let us know about this, and we appreciate your significant patience in awaiting our response.  This is dismaying to hear, and it is important to us that we follow up in more detail we would welcome the opportunity to connect with you directly, and we sincerely hope your mother is doing well now.

    • Initial Complaint

      Date:03/13/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 son was brought to Palomar Hospital ER on 3/13/23. The ambulance was called because he was overdosing in controlled substance. 30 min after arriving to ER he was being escorted out by security for causing a ruckus. His mental status was still altered (affected by substance he ingested), he was confused and could not even walk straight, yet the ** threw him out instead of helping him. Had they properly assessed him and not made assumptions, they would have learned that this is a suicidal kid and this was his attempt. No care provided by medical professionals. Unacceptable. Deplorable. Inhumane.

      Business Response

      Date: 06/27/2024

      Thank you for bringing this to our attention.  Please be assured this is not the type of experience we ever want someone to have at Palomar Health, and we are so sorry we did not meet your expectations (or our own, quite frankly).  We would welcome the opportunity to follow up with you directly and ideally to resolve this issue with you.  Please also accept our genuine best wishes for your sons continued good health and wellness in all areas.

    • Initial Complaint

      Date:02/25/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      2/26/2023 my 86 year old family member with dementia and multiple medical problems was taken via ambulance to Palomar ER for acute chest pain and shortness of breath. Palomar ET did not allow 1 family member be present bedside with the patient for any part of the intake, assessment, testing, treatment or discharge. Palomar failed to get consent from the patients DPOA as the patient has dementia and has limited cognitive abilities . Palomar ER fails to work with the family with the patient together as a unit in the patient care process and discharge planning. Palomar is in violation of standard of practice in involving the family in the patient care process, separating loved ones and keeping those with dementia alone and unattended.

      Business Response

      Date: 06/27/2024

      This is dismaying to hear, as our goal is always to keep family members involved and present with our patients any time that is possible.  We would welcome the opportunity to follow up with you directly and ideally to resolve this issue with you.

    • Initial Complaint

      Date:02/23/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 came to the hospital 2/23/23 at 5am. I observed the security kick a man out who was simply waiting for his ride. I observed one of the nurses ask a lady who was in a wheelchair to get up and walk, the atmosphere is sad. The workers are so robotic with no compassion. Its all about pushing people through the system forgetting that their people. There was a young lady sitting in the waiting room, crying out in pain for over an hour. They took her back for several different things and then brought her back out to the waiting room. I literally wish I could help her, clearly she was hurting. Registration came to her to get her financial info and that to me just seems heartless. Where is this world heading to. Nothing in you mission statement was observed in your staff. They are walking around without a heart and compassion for people. I don't care how long you've been doing your job or how much you've seen or been through, its the staffs job to care for the patients with kindness, dignity, compassion and respect, as they say, treat them as you would your own. If staff actually cared for the patients with love, this place would be different. I always recommend a different hospital and today was a big reminder why. This hospital isn't top notch by any means. I can't express it enough. I work at a Brain Injury Rehab Center, and I never want to send any of my patients to this hospital. Get better please. If the staff don't desire to care for people with kindness and compassion. Get rid of them. People NEED compassion. I can't stress this enough. Simply being kind goes a long way. It seems like covid turned everyone cold and its disgusting to observe. Do better please. Im speaking about the new hospital, I see they have the old one with the Grand Ave address.

      Business Response

      Date: 06/27/2024

      First and most importantly thank you for letting us know about your experience.  We agree completely about the need for compassion and kindness, especially when people are seeking healthcare.  Please know we are consistently working with our teams, including security, nursing, physicians, and registration to take the best possible care of our patients.  Although the feedback you shared is difficult to read, we thank you for sharing it hearing from the community we serve helps us to meet our goals of continuous improvement.

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