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:06/27/2024

  Type:Order Issues
  Status:

  UnresolvedMore 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.

  5/29-orthopedic ****************************** placed our 9 month old son in a full leg cast without completing X-rays on site. She said if he slipped out or took it off to bring him back into the office and she would recast him. On 6/4 my son starts to try and wiggle his cast off and we are concerned we cant see his toes. We call summit orthopedic in the morning, have an appointment for 12 with *******************. We arrive at the office to discover the scheduling office made a mistake and ******************* is not in the office. Her assistant tells me over the phone at the office to try and pull his cast off or go to the *** take him back to the Hackensack pediatric ER at 3:00 pm where the attending doctor *************** tells me he will need the hip cast and to be sedated and nobody sees him, takes his cast off, or provides any medication until ******************* arrives at almost 7 pm. They spend another hour repeatedly trying to start an IV and stabbing both arms, hands, and feet until finally using nasal sedation and complete his hip cast. I signed the consent for ketamine under duress because any attempt to ask questions about his care or other options were ignored or pushed back. They tell us we are not allowed to take our child home. 6/5-admitted to a room on the **** floor at 3 a.m. We got a skeletal scan as per DCPP and they do not X-ray the leg. Upon discharge We go to our pediatrician at 3:40. She examines *******, says he is healthy. 6/6: At 7:30 pm ***** and her supervisor ring our bell. They tell us that ******************* has now changed her diagnosis from a buckle fracture to a ************************* type II fracture. We explain nobody has given us this information. We again express that neither *************** nor ******************* completed an xray at Hackensack, even during the skeletal survey. We seek another pediatric orthopedics opinion the following day where X-rays reveal that our son actually has no fracture and the spica cast is removed.

  Business Response

  Date: 07/18/2024

  The grievance in question is something that would need to be investigated with our ***************************** first, as to have all aspects of the complaint covered. Once their investigation is complete, the ***************************** will reach out directly to the patient accordingly.

  Customer Answer

  Date: 07/19/2024

  
  Complaint: 21913713
  
  I am rejecting this response because:
  
  We spoke to patient experience when we were at the hospital and received no assistance. We asked several  nurses, interns, and resident and ultimately an attending to put us in contact with a member of patient experience in order to provide us with documentation of the protocol they were claiming to follow. No one met with us or produced any documents. I have left messages with them since discharge and have not heard back. Therefore, I do not feel confident in their ability to properly address the severity of the situation in which a 9 month old was improperly casted, sedated, and exposed to unneeded radiation throughout his entire body EXCEPT the leg in question. 
  
  Regards,
  
  *******************

  Business Response

  Date: 08/07/2024

  To whom it may concern,

  The Office of Patient Experience spoke with the consumer on July 29th, 2024, and a final letter closing the case was sent to the consumer on July 30th, 2024.  No further follow-up is needed at this time.

  
  Sincerely,

  Office of Patient Experience

  Hackensack University Medical Center

  Customer Answer

  Date: 08/09/2024

  
  Complaint: 21913713
  
  I am rejecting this response because:
  
  The patient experience representative informed me that ******************* stated she xrayed our son during his ER visit on 6/4 however she did not and hospital visit notes show this. 
  
  Regards,
  
  *******************

• Initial Complaint

  Date:03/15/2024

  Type:Customer Service 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.

  HUMC I am writing this as I sit waiting for my infusion with approximately fifteen other people waiting to go into the infusion suite for over one hour, and people keep coming. This is inexcusable. On top of health issues, having to wait hours for treatment is just not okay. Why is this allowed to continue? It is akin to airlines overselling seats, and making someone being forced to miss a flight because everyone showed up. It is not the fault of the infusion suite, it is the lack of having a good system in place. Please address this issue. It is insulting to the patients made to wait hours to get their treatment. And this is to get into the infusion suite, not including the time waiting for the medication from the pharmacy.Please confirm receipt of this email.Respectfully,******************************************* SAC LCADC CCS ******************************************* SAC LCADC CCS

  Business Response

  Date: 04/05/2024

  For this date of service, the patient stated that she was unhappy with the waiting time at the infusion center for her treatment, however in our ************************ are, we are not able to address those concerns. Therefore, the informaiton was forwarded over to the Patient Experience offices for a more thorough investigation and resolution.
  

• Initial Complaint

  Date:02/02/2024

  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 made payment arrangements with the hospital to pay off the balance I owed. During the initial conversation, ******* told me that the payment would be made to ************** Okay, no problem. However, if a payment is missed, the account will be returned to the hospital. I decided to pay the bill, so I called the hospital and was informed that my account # ********** has a zero balance. Low and behold, it turns out that I have a loan with ************** I was never informed or authorized the hospital to take out a loan. I was also informed that if the accounts come back to the hospital, it would be sent to collections!. How can account be sent for collections when I am calling you to pay the balance? I am outraged by this fraudulent business practice, and it is totally unacceptable.

  Business Response

  Date: 02/23/2024

  We have reached out and spoke with **************** on 2/23/24. 

  We confirmed with **************** that she did have an agreed ************* Payment Plan.

  We also advised **************** that her account was never in Risk of going to collections as she had paid the balance.

  We are sending **************** a letter today to confirm that her account is not in collections and the balance is zero.

  This issue is resolved.

  Customer Answer

  Date: 02/24/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:01/28/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 son was in emergency room and he was careless.2 hours and he not got medication after arrived I ask the nurse that was the worst nurse ever for medication and she said she couldnt insert the iv in my son and and waiting for doctor ***** that is taking care of another patient but time passed and still no care and I went back to her and still nothing thanks good that another staff was hearing the conversation and she offered help but still is like she doesnt want the other person help she said I dont think you can help but chila it sounds like that she said she can try.it is sad because she not ask for help she just let *** son suffer.thanks chila you an ***** she put the IV line in one and she when for the med.she was so professional.i know if i have to way for the other nurse taking care of him u have to way that she going home and sleep.she came back to the room to take blood I dont know why in short time if chila already did it.she never connected the iv back and leave the iv line exposed because not put any cap.i work in *** hospital and they never leave the iv exposed for any infection.i have go look for her because my son is feeling pain again but she said is not ***** and she not when to put the fluid back.after awhile she came to put fluid but my son ask for med and she said nothing yet and I ask her for the blood she leaves in the table she said is xtra and still she leave it there .my son is in pain because he get to the hospital for opioid withdrawal and he said he going to leave the hospital and telling he rather day his wants to take the iv out and I have to hold him I call for help but not body came u have to go to look for help telling her my son claim he wants to die and he is agitated.she and the doctor when there she ask me to leave the room ,she do not ask my son if I can stay she tell me in bad manners get out she also say they can not heard the lights and of course they never do because I have been there twice and the lights going for ever not body hear because is not sound is just another light.doctor say she going to give pain med but when the nurse came back was Tylenol the said they can not give nothing else because my son is opioid user and they can not give something stronger.my son said he going to leave and the unprofessional nurse tell him ok you want to leave.not problems .she knows the patient is hopeless and the most easy way to not deal with him ok I going to look for yours papers. My son started telling her bad things like you dont care and another bad word and he got out of bed and I tell him you can not leave like that he claim Tylenol no going to help and doctor said thats all .they call security and ask for someone higher that can help but the nurse was telling me I dont have the right to talk because he is adult and he wants to leave and I said he wants to leave because the pain and she still doesnt want I talk very disrespectful.ok the say they can not get no body and my son leave the hospital without any paperwork.she was working on it and he doesnt wants to wait.he was feeling very bad.thanks ***** always ***** in the way

• Initial Complaint

  Date:09/14/2022

  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.

  My Fiance was a patient at Hacksack ****************. She died there August 4th. During this painful time, the hospital staff removed and lost (stole) her engagement ring. During her last days on the earth she asked where her ring was every day and they could not provide answers. The nurse who removed the ring in the *** admitted to removing the ring. She also stated she found the ring taped to fiances body. So during transport someone in the hospital staff, be it a nurse or doctor, removed her engagement ring and decided to just tape it randomly to her body instead of following protocol of bagging it, labeling it, bringing it to security to be stored. The Icu nurse admitted to removing the ring and placing it at a nearby computer terminal located in the room. She also did not follow the bag/label/secure protocol. The security officer who took the report did so on a random used piece of paper he had with him, not an official report form. The hospital has not or will not provide me a copy of the report. Since then I have been told the hospital's risk management team is discussing the issue. It has been over a month and half since the report was made and my fiance passed away in their hospital asking for her ring, one of the few things that brought her peace of mind and comfort during her battle with her illness. If she had survived, our wedding date was set for August 28th and she would have had to have her wedding without it.I would also note that several months prior the hospital also lost(stole) her phone when she was unconscious and hooked up to a breathing machine. A phone which contained memories lost forever now. They avoided responsibility by saying anything could have happened to the phone without proof, but this time their staff has admitted fault and they are still not taking responsibility or making things right. I would hate to think they employ staff who take advantage of extremely ill or dying patients because they think no one will notice or care.

  Business Response

  Date: 10/24/2022

  This matter has been resolved directly with the customer who filed the complaint, **************************