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:02/16/2025

  Type:Billing 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.

  On 1/6/25 I was admitted for surgery and told I would have to pay a total of $5,054.99 which was what my copay would be after the insurance kicked in. Now my insurance tells me all I needed to pay as copay is $3,991.53, that the insurance covered all the rest due the hospital. I paid the $5,05499 with two different credit cards, my personal card was charged $958.99 Reference # ******** and my company medical debit card was charged $4,096.00 Reference #*********. I want my personal credit card refunded to it for $958.99 and any other they can credit to the other card but its my personal credit card payment that I insist getting the refund for the overcharge.

  Business Response

  Date: 02/21/2025

  
  Thank you for bringing this to our attention. We do not have record of previous communications regarding this matter. However, we have looked into the matter and would be happy provide guidance about how to get this payment issue resolved. Your concerns have been logged and investigated. Please contact the customer service department at **************. The email for customer service is **************************************** Thank you.
  

  Customer Answer

  Date: 02/21/2025

  I called their customer service department and the lady agreed that I am due refund but said she had to send the case to their refund department, she took my cell number and said she would call when the refund was done, I want to keep this case opened until I recieve the refund by check or credit to my credit cards, I told her I need the one credited to my personal credit card of 958 ect. and the remaineder to the other debit card that has my companys insurance funds, thank you, ***** *****

  Customer Answer

  Date: 02/26/2025

  This complaint should not be closed, the Hospital said they were looking in to it and would get back to me, I have not heard from them and they owe me over $1000 PLEASE DO NOT CLOSE THIS AS NOTHING HAS BEEN RESOLVED, THE CUSTOMER SERVICE *** SAID I WAS DUE TO THE MONEY BUT THAT IT WAS UP TO THEIR REFUND **** AND I WOULD HEAR IN A FEW DAYS , IT HAS BEEN 5 DAYS NOW AND i HAVE HEARD NOTHING

• Initial Complaint

  Date:09/11/2023

  Type:Customer Service 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.

  Good evening, I'm ****** ***** and I wanted to notify you all about the horrible customer service at the ******************************************* located at ***************************************************************************************. The service is very VERY slow and inconsistent at this hospital in the midst of emergencies. New management didn't change customer service. Even though it has new managers, the customer service still *****. The administrative staff are very rude and the vibe is totally off in there. The front desk staff get very snippy if you ask questions or run into any problems with you assistance you request. You have to wait in the lobby too long for a nurse or doctor to see you and if it's crowded, they blow you off while other employees just stand around. I think that these offices need to conduct a serious and thorough investigation into the business practices of this location. The employees' interpersonal skills need to be evaluated and rectified immediately. Many patients in the community. The issues at this location regarding the customer service have been an ongoing problem. Please advise and let me know if you have any questions or concerns regarding this matter. Thank you, ****** *****

  Business Response

  Date: 09/19/2023

  Hello - Northwest is unable to determine Which ****** ***** this is in  our Electronic Medical Record system.  Could you please send the date of birth and any other information so we may research?

  Also, **** ******** is no longer at Northwest so will you please send any future correspondence to me at ************************************************************************************;
  

  Thank you, 
  

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

  Customer Answer

  Date: 09/21/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:12/26/2022

  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.

  My estranged wife is currently a patient in your psychiatric department. This is, in part, because she attempted to set fire to our home with our children in it in an admitted attempt to harm me. For this reason, there is an active protective order against her on behalf of myself and our children. Since she has been a patient there, I have, on multiple occasions, received phone calls from multiple members of hospital staff harassing me and attempting to bully me into rescinding the protective order. I have received such phone calls from a hospital social worker and multiple nurses from the hospital. In addition, I have received multiple phone calls from the hospital contacting me on my estranged wife's behalf. I not only consider this further harassment, but also a direct violation of the protective order. There has been some pretense of contacting me in order to obtain my estranged wife's insurance information; I am aware, however, that this information has already been provided to the hospital and my estranged wife is also able to provide this information personally. Your hospital social worker went as far as to threaten to release my estranged wife without a treatment plan in place if I did not speak with her, provide her with information, assist her, and assist my estranged wife. The social worker even went as far as to ask me to violate the protective order and speak to my estranged wife in order to make the social worker's job easier. Despite her insistence otherwise, she does have friends nearby to assist her post-hospitalization. I request that you assign her someone who can help come up with a treatment plan.I demand that all communications on my wife's behalf to my children and myself cease. The only communication I want from the hospital is the discharge and treatment information that will allow me to keep my children safe. I am no longer willing to communicate with any member of the hospital regarding any other issue regarding this.

  Business Response

  Date: 01/05/2023

  Hello - thank you for contacting us. What is the patient's name so we can appropriately research? We do not currently have a patient with that last name or on December 25 when you received the case.

  Customer Answer

  Date: 01/07/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  The Patient's name was ***********************. There were several incidences of contact, the last being on 23 December.

  Business Response

  Date: 01/11/2023

  Thank you for the forwarding this to Northwest Hospital. We have reviewed this case and our communication was appropriate with ****************.

  Customer Answer

  Date: 01/12/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Terrible. Just the worst. Telling someone to violate a protective order over the phone is just the worst.

• Initial Complaint

  Date:12/16/2022

  Type:Billing 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 surgery on 12/15/2022 went upstairs to my room the nurses nor doctors listened to me and my concerns today is 12/16/2022 im still here ist 4:10 p.m my daughters called up here and mother in law to talk to someone about my pain and health because i was complaining and nothing was being done about my concern again they do not listen i am allergic to seafood and shellfish fish ousters **********, repaeated this to them numerous times bout my tray cannot be contaimanted cant be on the same floor the dietary people can not touch it any of them food items and then touch my food or my throat will close i have it real bad and will have tk be stuck with epi pen asap i have heart problems, adrenal insuffiency, fill light heated chest pains thats radiating down my left arm. They also told my daughter they can talk to her cause im alert never heard of that before shes my emergency contact person. No sign on door stating i have bad allergies.. they gave me steriods where is do my endrocologist doctor took me off i talked to her at 10:30 am to inform her that they gave me some medicine it wasnt what i use to take it was stronger thats when i started to feel weird . Let the nirse know ****** mr ****** informed to tell them contact there endrocologist no one listened its 4:19 still havent heard anything dont like the fact that someone is gettign smart with my child while shes checking on her mother. Just everyone have attitudes all i asked was to stay another nignt to watch me did not wanna get sent home and then have to go to another hospital when i have been cut open had surgery and at the hospital 2 weeks before my papwrs and aggreement with my surgeon was 2 days do to my heart problems and adrenal insuffiency things changed on 12/15 just wish they couldve did it at saint ***** never had a problem with the hospital at all .. this one is the worst just feel very irritated

  Business Response

  Date: 01/17/2023

  Thank you for sending this to Northwest Hospital. We have reviewed this case in detail. Due to patient confidentiality, please have the patient contact Northwest Hospital Guest Relations directly at ************.