Complaints

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

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Kadlec Medical Center has 3 locations, listed below.

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  Kadlec Medical Center

  888 Swift Blvd Richland, WA 99352-3514

• 

  Kadlec Medical Center

  875 Swift Blvd Richland, WA 99352-3592

• 

  Kadlec Medical Center

  3900 S Zintel Way Kennewick, WA 99337-5092

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:01/18/2023

  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.

  Kadlec Hospital is attempting to collect for a charge called "office/outpatient services". This charge is in addition to procedure and professional service charges. 1. ******** paid $147.03 of a $282.00 charge. 2. ******** refused $137.94, leaving me to pay. I called ******** and they refused payment as they do not recognize the charge. AARP did not recognize this and would refuse payment. 3. Calls to Accounting revealed that there are no DRG or ICD 9 codes for said additional charges. 4. I did not see a physician, I was seen by P.A. . he did not perform *********************....he did not listen to my heart. He did not ask about pain levels nor any reason for pain. He did nothing . I was seen for suspected ganglion cyst on left wrist....he refused to evacuate the contents and referred me to Ortho. To have this referred to ***** is a ridiculous waste of time for a physican. 5. I have had Neuro type pain on left hip extending to lower back and foot. The P.A. did not examine area, did not order any radiology. I was given a script for Nortriptyline 10 mgs 1 tab at H.S. there has been no follow-up for resolution or changes. 6. I have made multiple phone calls to hospital with no resolution. This has now been turned to collection. I have called the collection agency for assistance and they will make recommendation to write off. 7. I am a nurse ( 22years) and I am furious when I think that this fraud is being conducted. How many have paid this fee without question. I am being an advocate for others as well as myself. 8. Please review your data and check for similar complaints.

  Business Response

  Date: 01/26/2023

  Dear Resolution Specialist, 
  Patient Relations with Kadlec Regional Medical Center has received your letter dated January 18, 2023, regarding ID ********. Thank you for contacting us on the patient's behalf and providing us the opportunity to review the care and services we provide. 
  We have reviewed the 'Customer's Statement of the Problem' which detailed their concerns relating to care provided and associated charges as well as their experience when attempting to resolve this matter. We appreciate you including their contact information. I have reached out to them today and am awaiting their response. We have a process in place to review complaints and grievances which will be initiated. 
  We take the safety and security of protected health information very seriously and are unable to provide a detailed response. Patient Relations will partner with ********* Services and work directly with the patient and address the reported concerns which will include: 

  1. Review and explanation of charges
  a. Review of charges sent to collections
  2. Review and explanation of care provided, including:
  a. Referral
  b. Follow up after treatment plan initiated
  3. Previous contact with the hospital to attempt resolution

  Again, I thank you for forwarding these concerns. I look forward to working with the patient to resolve their concerns. 
  Sincerely, 

• Initial Complaint

  Date:12/09/2022

  Type:Product 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.

  We received a bill in July that showed a service that was not provided: "Surgery (maternity care and delivery)" in the amount of $1,512.00. We immediately called Kadlec to dispute the charge and requested a review of the billing. All other items listed on the bill appear accurate. We received several additional bills with the same charge appearing on the statement, and each time we reached out to Kadlec to find out what was going on with the review. We were told every time that the review still hadn't taken place, and that no monies were due until the final review was completed and a summary of the findings was provided to us. We then received a notice that this bill was sent to collections, at which point we called Kadlec yet again on December 5th, and yet again they told us that a final review was not completed and that we should receive a call within 72 hours. Kadlec has been completely unresponsive regarding the dispute of this charge and therefore no resolution has been reached. Our account is still in collections.

  Business Response

  Date: 01/10/2023

  Thank you for this communication. We spoke with our patients spouse and explained ************* billing and the date of service in question.  We advised that we had returned the account from the agency and set up a payment plan that they found acceptable.
  
  Our patients spouse expressed satisfaction with this resolution.
  
  Kadlec Regional Medical Center apologizes to our patient for any inconvenience in their resolution of this concern
  
  Sincerely,
  
  *********************
  Customer Experience Manager
  **********************/Providence Health and Services
  ************
  

  
  

  Customer Answer

  Date: 01/11/2023

   
  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:09/11/2022

  Type:Billing 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.

  On 7/1/2022 Kadlec Regional Medical Center sent me a bill of $317.71 covering 5 separate medical categories or activities. (See Exhibit A) These activities had dates of 8/10/2021, 2/26/2022-3/25/2022, 3/26/2022-4/25/2022, 3/31/2022 and 5/3/2022. The detailed account activity was incomplete and unintelligible and required a call to **************** to request more information. On 7/21/2022 I paid the bill based on the phone conversation. The last activity (5/3/2022) was with *****************************, MD and had a cost to me of $10.54 (which was included in the $317.71). The detailed information I requested was not sent to me until 7/31/2022. It came in the form of a bill for $335.20 with the original 5 categories plus an additional category of a 3/17/2022 charge for **************** of $17.49 (Exhibit B). On 8/31/2022 I received a bill for $17.49 that was marked Past Due. (Exhibit C) This bill included two service categories, one for Injections, Infusions, Chemotherapy, and drugs of which I owed $6.95. No traceable details, activities or explanations were included in this category.The second category in this bill was the same activity of Exhibit A with *****************************, MD of $10.54. I called Kadlec **************** and told them I had already paid for this service. I was told that the payment I had made went to pay other costs, and I still owed this money. I said that it was unethical to use money paid for one bill to use it on an undocumented bill and that I was not paying it. If there was more outstanding debt due, why was it not included in the 7/1/2022 bill? Or why was a new bill not issued? Further, it appears the first category charge was a bogus entry to make the numbers work out!I would call this type of business practice a bait and switch scheme coupled with sloppy financial practices! I want Kadlec to rescind the bill of 8/31/2022 of the amount $17.49.