Complaints

This profile includes complaints for Parkview Regional Medical Center & Affiliates's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Parkview Regional Medical Center & Affiliates has 12 locations, listed below.

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  Parkview Regional Medical Center & Affiliates

  11109 Parkview Plaza Dr Entrance 1 Fort Wayne, IN 46845-1701

• 

  Parkview Home Health & Hospice

  1900 Carew St Fort Wayne, IN 46805-4765

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  Parkview Regional Medical Center & Affiliates

  3894 New Vision Dr. Fort Wayne, IN 46845

• 

  Parkview Hospital Randallia

  2200 Randallia Dr Fort Wayne, IN 46805-4638

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  Parkview Behavioral Health

  1720 Beacon St Fort Wayne, IN 46805-4749

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:06/12/2023

  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 received a bill for lab services on August 30, 2022. ********** Blue Shield is my primary insurance and ******* is my secondary insurance. After coordination of benefits ******* ****** that I owe nothing because the full amount that they allow was paid in full by the primary insurer. I spoke to a billing representative on May 16 with a ******* representative on the phone who verified that I owe nothing and the Parkview billing representative stated that the reason I was still receiving the billing is that it is showing I have a deductible on my ******* bill of $44.20 (which is the amount that they would have allowed for the bill and does apply to my ******* deductable). She said that the field has to be zeroed out or they would continue to bill me. I don't know what else to do at this point because I have contacted Parkview several times over this bill. I know I don't owe anything, and ******* has verified it, but it seems that Parkview would rather continue to bill me incorrectly than accept the fact that I owe nothing.

  Business Response

  Date: 06/15/2023

  Good morning and thank you for the opportunity to review this situation.
  
  In an effort to protect your personal health information, a detailed response has been prepared and is being sent to you.  If, after receiving and reviewing that document,you still have questions, please send an inquiry through MyChart Customer Service. 
  
  Thank you.

  Customer Answer

  Date: 06/16/2023

   I am rejecting this response because I am waiting for a response from a supervisor about the message that I received. I don't feel that this issue is going to be permanently corrected and I will continue to be billed incorrectly until further action is taken.
  
  
  

  Business Response

  Date: 06/16/2023

  Good afternoon.

  A detailed response was both mailed through the **** and was placed in your MyChart account.  We would ask that you review one of the copies of that detailed response before determining if your concerns have been addressed.  

  Thank you again for the opportunity to review this situation and provide a resolution to you.  

  Customer Answer

  Date: 06/19/2023

   I am rejecting this response because: I have requested that I be informed how I should proceed when I am billed incorrectly.  I sent documentation showing that the bill was paid in full by another insurer, and that the patient's responsibility was ****. I called with a ******* representative to verify that the billing was ****, I have even talked to a manager regarding this charge in the past. I have contacted them on several occasions and the representative stated if I received a bill "we would ask for ***** and that you contact us to look into it and apply any adjustments that might be needed." As if I didn't give them multiple opportunities. I read what was posted under messages and I don't see any indication about what I should do.I have absolutely no clue what they would consider valid proof if what I provided isn't enough. I would appreciate a response telling me what to do when I get incorrect billing.
  

  Business Response

  Date: 06/20/2023

  Good afternoon.

  A detailed response (with screen shots from the insurance explanation of benefits) was provided directly to the individual both on paper via US Mail and within MyChart - in an attempt to ensure that all personal health information was protected.  As the individual has escalated the situation a copy of the response is being provided at the BBB's request.  Identifying information and details about services provided from the insurance explanation of benefits have been removed to protect personal health information.  

  The response shared details about how the situation came to be in order to demonstrate that contradictory information was provided by insurance - and that led to the situation about which this concern was filed.  The response also shared that education has been provided to team members so that they would be more prepared if this insurance were to send this contradictory information on future correspondence. The response explained that while we strive for perfection - we would ask that the individual contact us if it was thought that a similar situation were to occur in the future.  This was an attempt to be fully transparent since the way this insurance company communicated how the claim was processed is unlike how other insurance companies communicate - and while we are rewriting procedures and educating coworkers, we wanted to be sure to empower the individual to reach out at any time with future concerns.  

  The response also indicated that the account in question has been adjusted and has a zero balance.  

  Thank you for the opportunity to clarify the response.  

  Customer Answer

  Date: 06/21/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I have accepted the response after speaking to the sender of the letter. After reading the original message in my account I felt that the sender was blaming myself for not sending the correct documentation or not having made enough attempts to contact them to resolve the matter. I felt like it was basically a letter to her supervisors trying to explain why it was too confusing for them to correct after I made multiple attempts to have it corrected. I wasn't even sure that she realized that it was an incorrect charge. I have since received a message stating that I was billed in error and she apologized. I would like to thank everyone at the Better Business Bureau. I believe that if I hadn't contacted you, I would continue to be billed incorrectly until I was finally forced to take legal action.

  
  

  Thank you.

• Initial Complaint

  Date:11/28/2022

  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.

  I accidently paid the above medical bill in full instead of settting up payments.. I live on a fixed income off of social security and can not afford to have this amount taken out in full from my account. My daughter called on 10/24 and spoke with a customer service rep who told her it was not a problem and that they would send a check back to me and then I could set up payments.. A month went by and never heard anything Daughter called 11/23 and was told by the supervisor that the rep never told her that and because the check already cleared they would not refund me anything.. told her that if I had paid by credit card they would refund the money but not by check. This is not what the first rep said at all and I feel I was told wrong just to stall. Horrible service when my daughter called and supervisor was basically rude and refused to help.

  Business Response

  Date: 02/03/2023

  Good Morning,

  Here is the response from our Patient Accounting leadership:

  Thank you for reaching out to share your concerns. 
  
  There have been instances when our patients might be making an online payment and click on the wrong box (to pay something in full rather than a partial payment) or they might type in the wrong payment amount ($1000 instead of $100 as an example).  They immediately contact us and we have a workflow to correct the situation for them.  This situation is different, as a check was written and then mailed in, and it fell outside of the exceptions built into current workflows. 
  
  Please accept our apologies for the responses you received from our team members differing from one another.  Weve educated coworkers about how this situation should have been handled. 
  
  A refund check is being prepared that will print in the next batch on 2-10.  Please know that team members are available - to all of our patients - to assist with monthly payment plans or to discuss the availability of Financial Assistance. 
  
  Again, thank you for giving us the opportunity to review this and take next steps toward resolution. 

   

  Thank you for reaching out,

  Sincerely, 

  *********************************

  Manager of Patient Advocacy & Service Excellence

• 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.

  I had to go in person to ask the provider to send in my prescription because it never was sent to my pharmacy in the first place. I have called numerous times, no one ever answers. I called the pharmacist and she even tried reaching out to the walk in clinic on east state twice. She said the same thing about no one answering her calls.its been over a week that I visited the ** and can not believe I still havent been able to treat my infection due to their lack of professionalism of calling in my medication. I have messaged them twice using my epic chart and they only leave me on read. Very disappointed.

  Business Response

  Date: 09/15/2022

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

  Thank you for sharing your concerns regarding your experience with Parkview Physicians Group.  Your feedback is very important to us.  It helps us to address and correct issues which may exist within our system.  Since our goal is to improve patient care and provide our patients with excellent service, we want you to know it is very important to us that we review and investigate matters such as yours.

  
  A follow-up letter will be sent upon completion of the review; you may expect this within 30 days. In the meantime, if you have any additional questions, please feel free to call the *************************** directly at ************. I did also leave you a voicemail so we can discuss your concerns further. 

  
  Sincerely,
  
  *************************
  Patient Advocate
  Parkview Physicians Group

  Customer Answer

  Date: 09/15/2022

   I am rejecting this response because:
    I would like to know why I wasnt able to have my treatment.