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:02/24/2025

  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.

  This morning around 7:30 a.m. I was awakened by a phone call from The East Hawaii Health Clinic at ***?au.They said my appointment that was made in Nov.? of last year for March 11th 2025 @12:25 was cancelled because THEY make a "mistake" when they made it 2 months ago.The nurse practitioner (*****) who told me my now doctor wouldn't be available until the end of the year!Dr. ****** is on my insurance card, not some ***** I never heard of before today. I went through changing my medical records to this establishment so I could get referrals and now they have delayed cancer treatment by this out of the blue cancellation. By a nurse.

  Business Response

  Date: 03/11/2025

  We are very sorry that this patient had a negative experience with our clinic. The issues that led to the miscommunication with him and our reception staff have been corrected and will not result in the same mistake again. The provider the patient was scheduled with originally is not accepting new patients. This patient has since been scheduled with our other ************ provider and is receiving care. At any point prior to this new appointment, the patient was able to seek care with our ******************* line. Prior to the new appointment the patient was able to seek care at the practice he was established with, Hawaii Island Community Health Center in ******* 

  This issue has been resolved. 

  Customer Answer

  Date: 03/12/2025

   
  Complaint: 22927448
  
  I am rejecting this response because: Lies, they lied, lied to my home care provider. They gave me an appointment with ****** in March 3 months ago.

  That's WHY the insurance card was changed.  Then they wake me up one morning and cancel and say "end of the year", now it's "not taking new patients."

  This is not the first BAD experience I've had with this business. During covid in 22' I went in there in pain and left unseen.

  This place won't last it's reputation on the coconut wireless is more know than the BBB.

  These statements are untrue,

  " At any point prior to this new appointment, the patient was able to seek care with our ******************* line.

  Prior to the new appointment the patient was able to seek care at the practice he was established with, Hawaii Island Community Health Center in ******. "

  I JUST started to RE-establish at the ***** TODAY! And I went into the *********** and saw a PA who couldn't make a referral, and prolonging treatment on a cancer.

  After they cancelled my appointment I waited 3 months for, I was about to cut it myself and go to the *** I wouldn't recommend that place for pets.
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 04/09/2025

  We apologize again for the inconvenience this patient suffered due to a lack of training with the reception staff that originally made the incorrect appointment. That gap in training and understanding has been corrected and will not result in a similar mistake again. 

  Our records reflected that the patient was established Hawaii Community Health Center during the waiting period. Any difference between our records and the patient status would have been patient responsibility to provide correction. 

  The visit which the patient is referring to from 2022 has no recorded data and thus cannot be addressed. 

  As for delaying care due to an urgent care visit; specialist care is not covered by the patient's insurance when referred out of the urgent care. If the patient was experiencing an emergent condition which required immediate care they would have been recommended to present at the emergency department for evaluation. 

  The patient was scheduled for an establishing care visit with our available primary care provider on 3/13/25, which they did not show up for or cancel in a timely manner. 

  Our practice has done everything possible to address this patient's concerns. They are still welcome to call the clinic and reschedule their establishing care visit, or present to the urgent care for appropriate medical issues they need to be treated. 

   

  Customer Answer

  Date: 04/09/2025

   
  Complaint: 22927448
  
  I am rejecting this response because:

  The misinformation they assert. I was given an appointment to see Dr. ****** not some nurse PRACTITIONER ******** I ALREADY walked in to see urgent care prior, saw a NP and she said they can't refer to specialists. So I went through the process of transferring my records and changing my insurance card for Dr. ****** They gave me an appointment, only to comeback a couple months later and pull it out from under me.

  All their lame excuses blaming on training and others is sad.

   
  

  
  Sincerely,
  
  ***** *****