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:12/25/2024

  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.

  Dear BBB Representative,I am writing to file a formal complaint regarding the treatment I received at [Hospital Name] on [date of incident]. The situation involves the behavior of hospital staff, the handling of my [relationship, e.g., spouse, parent, friend], and the mismanagement of the circumstances surrounding our arrival at the facility.On 12/25/24, EMS transported my son, ******* to *************************** University hospital after the ambulance driver informed me that they were contracted to take him to the nearest hospital, even though the ***************** was closer. The driver cited a possible heart attack as the reason for this decision, which turned out to be untrue. This misrepresentation caused confusion and distress.Upon arrival, the staff at *************************** University Hospital were rude and unprofessional. As well as the EMS *.****** worker threatening me. They escalated the situation unnecessarily, behaving in a threatening manner and attempting to have me removed from the hospital by force. This was especially concerning given the emotional and medical urgency of the circumstances. As I followed EMS, they drove under speed limit, and stopped at every red light, not considering that my son was in danger. I believe this treatment was unjustified and in violation of basic patient rights and standards of care. I am requesting an investigation into the behavior of the staff and the protocols followed by the hospital regarding emergency transports and interactions with patients and family members.Please let me know how the BBB will proceed with addressing this matter. I have also considered filing a grievance with Loma Linda University Hospital directly and escalating this issue to other appropriate entities.I have full video of the drive to hospital, and how I was talked to by EMS worker and hospital staff, who insisted I delete video Thank you for your time and assistance. I look forward to hearing back from you regarding this matter.Sincerely,C/O, *******

• Initial Complaint

  Date:12/31/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 roughly November of 2022 I had a fall that resulted in a dislocated clavicle. I was seen at Loma Linda University Medical Center's campus in, I believe, ********, **. I was there maybe 1-2 hours, and during that time I had my vitals taken, an X ray, given and sat in a chair in a hallway. I spoke to a nurse for a few minutes and a doctor for a few minutes after that and was informed of the dislocation and asked to followup as an outpatient to an orthopedics doctor and discharged with a cloth sling.To preface, I am an MD trained in internal medicine, and 70+% of my training was inpatient medicine at a University medical center (*********). So, I'm quite familiar with the work that was done, the associated costs, etc.Ultimately, ***** billed as follows:- Total: $2,850.56 --- $1,527 for the ** visit ******** ************** $57.56 for the sling --- $1,266 for the diagnostic radiology - Insurance covered: -$2,118.92 - My responsibility: $731.64 ($270.48 coinsurance, $461.16 deductible)The values are outright ludicrous. A shoulder X ray would cost about $60 on average nationally. Vitals and discussion are time. A nurse might make $60/hr and a physician $150/hr. And, the radiologist might have also billed about $100-200 for the read. The sling would have probably been $10 on Amazon, but this is the least of the exploitations.Anyway, phone discussions have been fruitless when they call, their collections agent told me they cannot bargain, and I've had several unanswered emails via the online portal over the last two weeks when trying to resolve this matter. I've offered them $100 which would reflect my coinsurance had they charged reasonably to end this, and they've not responded. This is my last step before taking them to small claims court.Thank you!

  Business Response

  Date: 01/31/2024

  We are truly sorry to hear about your experience. One of the most important considerations at Loma Linda University Health is the experience of our patients and their families. Your feedback is important as we continue to improve our processes and the care we provide. Due to patient privacy, we are unable to use email or this forum for patient communications (i.e., scheduling, billing questions, health concerns, etc.).

   

  If you would like to continue the conversation, the patient needs to contact our Patient Relations team by calling **************.

  Customer Answer

  Date: 01/31/2024

   I am rejecting this response because:
  
  Id like a more complete response than the above  boilerplate response. Theyve ignored many of my prior contacts and my attempts at negotiating fair payment. By choosing to accept, the issue closes per the accept resolution option, if Im understanding it correctly. Therefore Im rejecting the response. I made a very fair offer to them; it is part of the record here and they didnt even address itagain.  Id like  to resolve the issue with the continued moderation of the BBB if possible since theyve proven to be unreliable and irresponsible.