Complaints

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• Initial Complaint

  Date:09/17/2024

  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.

  Star medical has mishandled my healthcare and put in the wrong consults 5 times.I am a disabled veteran with health issues and my primary care has been star medical. Ive been seen several times and have put in requests for referrals but none have been put into the system. Star medical said that they sent records requests but have recieved no response from Naval medical center. I went to the m do so center and they gave me proof that my records were delivered to star medical however start medical lost them. When I went back to star medical with the proof the CEO started yelling at me and threatened to call the cops. They refuse to give me my medical records. Because of their mistakes I am 3 months behind in my healthcare and because they messed up my medical I have to find a new primary care physician and start all over again. Also the last doctor I saw laughed at me and told me that at my age I might as well give up on having a baby because I am too old and she did not put in my consults for a sperm analysis which my wifes doctor needed in a timely manner.

  Business Response

  Date: 09/20/2024

  As pertaining to the complaint Mr. ******** *******, at this time we will not be issuing an apology regarding his complaint for the below reasons.
  
  Patient came into the office very civil on 9/16/2024 around 3 PM and spoke with the CEO and *** regarding his referrals and was advised that we are still pending medical records from outside clinic to process send referrals. after discussing the issues and concerns that he had regarding his referrals and records he left to obtain some records we are needing for referrals.  Patient then proceeded to come back on 9/16/2024 approximately 4:09 PM and was brought back into the office to speak with the CEO and ***.  Patient did bring back a piece of paper that was printed that showed something was delivered on September 9.  Patient stated that it was signed for.  Patient was told that there was no signature noted on the printed paper that he gave us.  Patient was advised that we could not say it was delivered or not as it did not show a name of who may have signed for it.  Patient was advised that there are multiple units surrounding this with the same address in different suite numbers.  During this time patient became very rude and aggressive with a female staff member and was taken to the CEO office. *** did go to the front and check the medical records bin and make sure that it had not be delivered (which it had not been). During this time the patient then became aggressive and speaking foul language to the CEO and making Foul gestures such as flipping off CEO.  Patient was then asked to leave as we were not going to tolerate aggressive behavior and foul language.  As patient was being walked out, he continued as noted above and was advised that if he could not leave peacefully the cops will be called.  Patient then proceeded to call back and speak to member of the front desk and continued with his foul language and discriminating someone based on sexual orientation using words such as but not limited to a discrimination term for gay and telling the front desk that do acts Would  not allow for the terminology that he used to be written in this response.
  
  We understand that we as humans can become frustrated when situations are presented to us, and we were more than willing to get to the bottom of it.  However, we will not be spoken to in the way he spoke to multiple staff members on the date above, nor will we tolerate or allow aggressive behaviors to any staff member in our office or discrimination based off sexual orientation.
  As for his medical records from our office he has never been denied his medical record.  On the said phone call above is when he asked for his records to be sent to his house.  Records will be sent within the 30-day timeframe for all records to be processed along with a discharge letter as he will no longer be allowed in our office due to the above.