Complaints

This profile includes complaints for Scripps Health's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Scripps Health

  10140 Campus Point Dr San Diego, CA 92121-1520

  
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  Scripps Health

  4077 5th Ave San Diego, CA 92103-2105

  
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  Scripps Health

  555 Broadway San Diego, CA 91910

  
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  Scripps Health

  4440 Wightman St #200 San Diego, CA 92105

  
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  Scripps Health

  10820 N Torrey Pines Rd La Jolla, CA 92037

  

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:09/15/2022

  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 am being charged $356 for an appointment I did not make or have, and neither ******** or my supplemental insurer will pay for because my Well Woman exam (covered by ********) has been billed as a Preventative exam by Scripps Health which is not covered. There was no type of preventative actions or new problem(s) discussed during my exam.On 3.8.2022 I was told by the doctor's ****** I had to come in for my WW annual exam in order to have an Rx renewed. There was absolutely no indication that this annual exam would be anything else than what is covered by ********. (See Appointment log attached)Most importantly, I was told by the doctor during my exam on May 19, 2022 it was covered by ********. Noting this was my first Well Woman visit as a ******** patient, my doctor explained during the exam ******** allows a WW exam every 2 years, so I was okay for this exam but if I have an exam next year, it will not be covered. It is clear the doctor was giving me the appropriate ********-covered exam, otherwise there would have been NO reason for her to bring the only every 2 year allowance to my attention.The normal procedures for a WW visit were done - breast exam, pelvic exam, a reminder to make an appointment for a mammogram, and Rx renewal. The doctor sent a referral to a specialist for a urological problem which is NOT a new problem, discussed during my March 2021 exam, attached. After receiving my first bill in June, I spoke with a ******** representative who agreed the exam met the criteria for a WW covered exam. I called the Scripps billing ****** June 15th (hung up after 20 min. on hold) and then again June 21st. The representative told me the bill would be sent back for review and to allow for ****** days for a reply.On August 15th, I received a letter from Scripps Health ***************** Services which states in part, The documentation for this date of service supports a preventative exam was performed. I continue to be billed $356.00.

  

  Business Response

  Date: 09/16/2022

  Dear ****************,

  Scripps apologizes for your experience. Someone from ******** Services will contact you within the next (2) business days and review your billing concerns.

  Sincerely,

  *********************, Director of Risk and Patient Relations for Scripps Foundation

  Customer Answer

  Date: 09/19/2022

  
  Better Business Bureau:
  
  I received a prompt response (phone call) from a Scripps Health billing supervisor in reference to complaint ID ********.  I sincerely appreciate this representative had already reviewed the complaint, spoken with her manager, and had a solution for the issue before we spoke.  She spent a considerable amount of time explaining the confusing rules of ******** and was very friendly, professional and considerate. 

  Scripps Health has addressed my complaint and I consider this complaint resolved.
  
  Regards,
  
  ***************************
  
   

  
  

• Initial Complaint

  Date:09/14/2022

  Type:Order 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.

  ********************************************* of Scripps Clinic reported me to the *** for a driver reexamination and cited confusion, disorientation, and memory loss as the basis for her request. Her libelous and disparaging comments were not based on facts and were without merit.She did not conduct any confusion or memory tests on me and her damaging and hypothesized allegations were not supported by facts. They were more fantasy than facts. It appears that ******************** type cast me as a confused and disoriented dotard who suffers from memory loss. None of this is true, and efforts to have these statements about me removed have not met with success.Subsequently, two other Scripps Clinic physcians, who knew me well, wrote that at no time during my visits to them, did they see any evidence of confusion, disorientation or memory loss. One physician stated that I was "cognitively cogent." Another physician ran a memory test on me, and I correctly answered 30 of the 30 questions.I requested that ******************** withdraw the *** request for driver reexamination, and she refused. Scripps upper management rubber stamped ************************ request to the *** and also would not cancel it. Attempts to remedy my dissatisfaction have been futile.Scripps Clinic *************** wrote me a letter in which they claimed they made a careful review of my situation, but would not cancel the request to the *** for driver reexamination. The letter was "boiler plate" and devoid of any substance.

  

  Business Response

  Date: 09/15/2022

  Dear ****************,

  Scripps apologizes for your experience. We take all patient complaints seriously and did have your concerns reviewed. We notified you of our review results with a letter sent to you on 8/31/2022 and e-mail communication on 9/7/2022. Please follow up with the *** Department regarding your concerns.

  Sincerely,

  *********************, Director of Risk and Patient Relations for Scripps Foundation

  Customer Answer

  Date: 09/15/2022

   The Scripps Clinic response to my complaint is unsatisfactory. Scripps Clinic is asking me to follow up with the **** who did not originate the complaint. Scripps is passing the buck and denying the responsibility for making the complaint.

  

  Business Response

  Date: 09/15/2022

  Re complaint #******** Scripps maintains that they have completed a review regarding patient request and will not reconsider our position in this matter.

  Sincerely,

  *********************, Director of Risk and Patient Relations

  Customer Answer

  Date: 09/16/2022

   Totally wrong decision on the part of Scripps Clinic. They are a terrible organization to do business with.

• Initial Complaint

  Date:09/12/2022

  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.

  I was seen today by ********************** at Scripps *********** Oceanside. Worst doctor visit of my life. I was seen at this clinic last week, given chest x-rays, heart and brain scans, blood tests, etc., was diagnosed with pneumonia and prescribed a 5-day course of antibiotics. Today, 1 week later, I still felt terrible, so I returned. Unfortunately I got **********************. I was given a chest x-ray (no other labs or tests). ********************** asked me why I was there, as my new chest x-ray showed I still have pneumonia in my left lung. I said because I feel worse and thought I should feel better after completing antibiotics. He said that I should be feeling better, that I was a strange patient and what did I want him to do? I said I dont know. He asked if I had any breathing treatments, I said no. He asked if I was allergic to Leviquin, and I said no. Then he said that if he prescribed more antibiotics I risked getting C-Diff, and I was pushing him to do a scan. I said I absolutely wasnt pushing him to do anything, and a scan was the last thing I wanted. He rolled his eyes, shook his head and sat there looking dumbfounded. I left the exam room and asked to see another doctor, that ********************** was accusing me of pushing him to do a scan, which wasnt true. He overheard me, denied it and locked himself in an office. No other doctors would see me. I was told to go to another facility.

  

  Business Response

  Date: 09/13/2022

  Dear ******************,

  Scripps apologizes for your experience at our **C located at our ********* Clinic. I'll have the ** Manager reach out to you to review your concerns.

  We take these complaints very seriously and will be following up with Administration and the provider.

  Please feel free to reach out to me if you have any further concerns. My cell number is ************.

  Sincerely,

  *********************, Director of Risk and Patient Relations for Scripps Foundation 

• Initial Complaint

  Date:09/08/2022

  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.

  Issue happed on 9/8/2022 at Scripps Medical Center ********* I went to see a cardiologist because I have been feeling a pain on my chest, and **************************************** did not treated me well, she was rude and giving me an attitude. I went to seek for help not to be mistreated.She told me that I was "very insistent" to ************** (My PCP) to send me with a cardiologist for my chest pain,Dr ******, saw me for no more than 4 minutes, she didn't even checked on me and she told me that I was Completely fine.Now they will charge me the full amount for office visit, even they mistreated me, giving me attitude, and she didn't even listen what i was feeling, I Request to Scripps not to charge me for the office visit of less than 4 min, is not fare, and also to evaluate their Dr. ***** 2 Dr. i mentioned should not be seeing patients.I will not go back ever to Scripps, not my family and i wont recommend you guys ever again.

  

  Business Response

  Date: 09/09/2022

  Dear ******************,

  I apologize for your experience at our ********* Clinic cardiology department. As a customer service gesture, I'll have the *************************** waive your charges for the visit with *************** 

  We take your complaint very seriously and will follow up with the cardiology department to review the providers behavior.

  Sincerely,

  *********************, Director of Risk and Patient Relations for Scripps Foundation

  Customer Answer

  Date: 09/09/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *********************************
  
   
  

  Customer Answer

  Date: 11/28/2022

  This complain is regarding Complaint *********** that "********************** Director of Risk and Patient Relations for Scripps Foundation" Formally accepted to wave the charges and has NOT happen. I called Scripps to see what happened with this charge and they told me if i dont pay i will be sent to collection. Message to *****, Please send me your Email or Cell phone to speak about this case to wave the charges. This is my account number: ********** and Grantor ID: *******. ***** if you wave the charges send me a confirmation number or a case number please. Complaint *********** is as follows. Issue happed on 9/8/2022 at Scripps Medical Center ********* I went to see a cardiologist because I have been feeling a pain on my chest, and **************************************** did not treated me well, she was rude and giving me an attitude. I went to seek for help not to be mistreated. She told me that I was "very insistent" to ************** (My PCP) to send me with a cardiologist for my chest pain, Dr ******* saw me for no more than 4 minutes, she didn't even checked on me and she told me that I was Completely fine. Now they will charge me the full amount for office visit, even they mistreated me, giving me attitude, and she didn't even listen what i was feeling, I Request to Scripps not to charge me for the office visit of less than 4 min, is not fare, and also to evaluate their Dr. ***** 2 Dr. I mentioned should not be seeing patients. I will not go back ever to Scripps, not my family and I wont recommend you guys ever again.

  

  Business Response

  Date: 11/28/2022

  Dear BBB,

  Regarding the concern submitted by *********************************, Scripps had received a notice from the BBB on 9-9-2022, indicating that the incident was closed as resolved. 

  I'll have our ******** Services Manager follow up with ********************** to confirm that the ********* cardiology visit was waived as a customer service gesture.

  Please let me know if you have any additional questions.

  Sincerely,

  *********************, Director of Risk & Patient Relations for Scripps Foundation 

  Customer Answer

  Date: 12/04/2022

  I accepted previous response because I believed in what ********************* said that she will wave the charges, but it didnt happened, Scripps sent me a bill for almost $400 for this mistreatment, that is the reason I opened a new case. So I hope this time you can help us to wave the charges. Thank you.

• Initial Complaint

  Date:08/06/2022

  Type:Product 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 April, I damaged the frames of my glasses. I went to the Optical Shop at Scripps Clinic (I had bought them there) to see if they could be repaired. I was advised to have my eyes diagnosed to see if I needed a new prescription. This led to a chain of events that leads to my complaint. I have experienced the following:1.An outlay to the Optical Shop of more than $1,000;2.A very quick and incorrect diagnosis from the opthamologist at Scripps;3.A failure by the lab to correctly follow the prescription of the opthamologist;4.A re-diagnosis by the opthamologist, leading to a revised but still wrong prescription;5,Upon advice of the optician, twice sent home with incorrect lenses to see if I could adjust to them;Finally, I returned to the Optical Shop and requested either a total refund or new lenses matching those of my broken glasses. It was explained to me the latter course was not possible without a new diagnosis from Opthamology, which I declined due to the experience that I had had. They agreed to a refund but said that it wasn't possible to return 20% of what I had paid, but they would see that the remaining amount of over $800 would be taken care of and they would see to that. A week or two later, I received a **** in that amount from the Scripps **************** i called the Optical Shop and ultimately they told me just ignore the **** and the amount was credited to our account although we would receive nothing in writing to confirm that.It is approaching mid-August and I am still wearing my old glasses. However, I have had a new diagnosis from a different opthamologist at a different institution. I made no mention of my Scripps experience to the opthamologist but was told that my prescription did not differ from that in my broken glasses.The experience has been costly, time-consuming, frustrating and fruitless.

  

  Business Response

  Date: 08/08/2022

  Dear ****************,

  Scripps apologizes for your experience. I will have the Business Office manager contact you and review waiving your remaining out of pocket expenses. I will also have the manager of the ophthalmology department reach out to you and review your concerns for process improvement.

  Should you not receive a call by Thursday, please feel free to call me at ************.

  Sincerely,

  *********************, Director of Patient Relations for Scripps Foundation

   

• Initial Complaint

  Date:08/03/2022

  Type:Product 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.

  Upon a recent 5 day hospital stay at Scripps *********, I was subject to a significant number of oversights / failures by the nursing staff.While some of these failures are deemed to be more of a nuisance for patient mental health and rest, the most egregious are the lack of of patient vitals monitoring and decisions by a non Doctor to terminate a procedure without consult.Having being diagnosed with Guillain Barre / ****** ****** Syndrome, a 5 day course of **** ( intravenous Immunoglobulin ) was prescribed in an ICU setting due to the possible adverse risks associated with such treatment, one of which can be cardia arrest.1) The heart monitor placed on me was inoperative for at least 4 of the 5 days during my stay, either due to a battery depletion or a disconnected wire, both conditions which should have triggered a response from medical personnel under the assumption of monitoring. to the extent that I removed my heart monitor to elicit a response none was taken by medical staff.2) Upon receiving my last treatment of ****, it became apparent that the IV line had stopped flowing due to it in the line. The acting supervisor without consulting with any physician decided to stop the **** even though such treatment was not depleted completely , stating " that it was almost empty ", Being that such treatment is calculated in grams per patient weight, it is unclear if the added IG is / was of significance. It was not a decision that should have been made by a non M.D. individual,3) Upon requesting assistance from the nurses station to use the restroom, such request was ignored 4 times in 20 minutes, necessitating a call to my wife so that she would call on a hard line to receive assistance. Overall it took over 25 minutes to receive assistance.4) My urine collector was allowed to overflow, as staff did not empty as required 5) Constant alarms in room triggering with staff taking a minimum of 15 minutes to attend and in one case did not respond

  

  Business Response

  Date: 08/08/2022

  Dear Mr. ********************************* apologizes for your experiences at Scrips ********* hospital.

  I will have someone from Scripps ********* hospital administration contact you and review your concerns.

  Sincerely,

  *********************, Director of Patient Relations for Scripps Foundation 

• Initial Complaint

  Date:07/23/2022

  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.

  As a long term member of Scripps Health, it's become impossible to get urgent care from their office in ************. On several occassions, no doctors or PAs were available for an appointment from the same day to 3 or 4 days later. Instead they recommend going to their walk in clinic in *********. This is not acceptable for a health provider, in that a patient can't be seen withing a day of two of a serious ailment. They could but don't offer to find an appointment with another of their health providers in any of their other offices. On the most recent occasion they said they'd try to find an appointment within a day or two and would call back within 2 hours. But they never called back. In summary, Scripps Health (at this location at least) is failing to provide very basic health services that are reasonable to expect, coupled with terrible communications.

  

  Business Response

  Date: 07/25/2022

  Dear **************, 

  We apologize for your experience at our Coastal office in ************.

  I'm going to have the office manager reach out to you to review any other issues you may have.

  You can always contact me at ************ and I'd be happy to assist.

  Sincerely,

  *********************, Director of Patient Relations for Scripps Foundation 

• Initial Complaint

  Date:07/20/2022

  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.

  I have been a patient at Scripps for more than 30;years. I have never been late for an appointment. Today I ran into traffic. My appointment was for 11:00. I arrived at clinic at 11:03, there was no handicap parking spaces I had to go to the 3rd level. I arrived at MDs office at 11:08 and was checked in at 11:10. The MD refused to see me. I was ******************************************* I waited 15 minutes for him and did not complain. I have had several surgeries due to arthritis and it is difficult for me to get around. I also live 40 minutes away. My hand is very painful. I went to their business office and they sent a supervisor to talk to the MD. She came back and said MD was booked, I could wait in their waiting room but there was no guarantee I would be seen. I cannot believe this MD refused to see me.! Also i waited 15 minutes for someone to even come out to tell me he wouldnt see me. This is terrible patient care!

  

  Business Response

  Date: 07/21/2022

  Dear ******************,

  Scripps apologizes for your experience. I'll have the orthopedic department manager contact you and review your concerns.

  If you have any further questions please feel free to call me at ************.

  Sincerely,

  *********************, Director of Patient Relations for **** 

   

• Initial Complaint

  Date:07/19/2022

  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.

  I went to see my primary care doctor on 11/24/21. I informed her that it was time to remove my IUD that was placed by an ***** at Scripps in 2017. She referred me to the ***** office and a few days later a coordinator called me to schedule an appointment. When she called to schedule an appointment, she said I had to do a telehealth appointment first. I asked her why when I was already familiar with the IUDs and I received my paps screening at my appointment that was on 11/24. She said it was required and scheduled me for a telehealth appointment for 1/20/22. On the day of my appointment, the doctor kept me waiting for 40 minutes and when she get on the video appointment, my whole appointment was a total of 5 minutes. She asked me if I had any questions and I told her I didn't since I had already been through this procedure twice before. I then got a **** in the mail for $232.48 after insurance. The total before insurance was $303.35. I called the billing department to ask why my 5-minute appointment that was completely unnecessary was so much and they told me that appointment was required because I was a "new patient". I explained to them that I was not a new patient because I had been to the doctor on 11/24/21 and the same doctor placed my previous two IUDs. The last time I saw her was in Jan 2017. They said because I hadn't been seen in 3 years I was treated as "New". I then explained that my IUD was good for 5 years and I was in good health, I had no reason to go back within 3 years. I then disputed the **** and got a notice in July 2022 that I still owed $232.48.I researched the *** code I was billed to find out the average price for that service in-network with insurance was $180. I then called their estimate line and asked for the cash price which was $180. The cash price is not listed on their website and the only way to know what it is is to call. They have told me I'm locked into that price and to dispute it with my insurance.

  

  Business Response

  Date: 07/19/2022

  Thank you for submitting your concern via the BBB. Due to patient privacy, we acknowledge receiving this notice, but will communicate directly with the patient to discuss. 

  Customer Answer

  Date: 07/20/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *******************************