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:12/31/2023

  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.

  Date 10/28/2023 On October 28th i went to Gundersen general to go to the clinic, I went inside to the clinic the door was closed with a sign saying the clinic was in the *** I went to the ** and there was a sign saying clinic. I was greeted by a person behind the counter so I said I'm here for the clinic, they said ok. I went in the back spoke to a Doctor " I was there for a swollen lip not an emergency" He gave me Prednisone and Pepsid. When I called the hospital today they said they changed it to a ** visit while I was there. I was never informed of that nor would I have agreed to that! It is my choice to go to a clinic or a *** I chose clinic. I am very aware of my co-payment Clinic $35 ** $250 I was charged $250 for a clinic visit! Thank you, ***********************

  Business Response

  Date: 01/02/2024

  Hi *****,
  
  We are so sorry to hear this. Thank you for reaching out and giving us an opportunity to improve. Gundersen Health System is committed to providing patients with high quality care. For that reason, the concerns you have raised are important to us and will be promptly elevated for review. We will email you about your concerns.
  
  Respectfully,
  
  Patient Experience
  ***********************************************************
  *************

• Initial Complaint

  Date:09/14/2023

  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.

  I had a wellness exam at Gunderson Health in *******, **. Wellness exams are covered at 100% by my insurance provider. A nurse went thru all of my prescriptions and they were renewed. I had no conversation with the doctor about my existing medication or any medical issues. The billing department informed me that they had to use a diagnostic code for hypertension for clicking an existing prescription!! They would not change the coding. This is criminal!! Talk about upbilling. The billing department gave me a song and dance about the signs in the office about billing if there were other issues discussed. I think DISCUSSED would be the issue! I will be looking for a new provider!

  Business Response

  Date: 09/14/2023

  Hi ****** - We're so sorry to hear this. If you would like to speak to someone, one of our ************ Representatives would welcome the opportunity to talk with you. You can reach them by calling ************** or emailing them at ************************************************************ Thank you for reaching out and giving us an opportunity to improve.

  Customer Answer

  Date: 09/14/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  
  Regards,
  
  *******************

  Business Response

  Date: 09/14/2023

  Hi ******- We're so sorry to hear this. If you would like to speak to someone,one of our ************ Representatives would welcome the opportunity to talk with you. You can reach them by calling ************** or emailing them at ***************************************************************** you for reaching out and giving us an opportunity to improve.

• Initial Complaint

  Date:08/07/2023

  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.

  yes they said i booked an appointment but i never did. it was a fake up appointment to collect money.

  Business Response

  Date: 08/07/2023

  Hi ****- We're so sorry to hear this. If you would like to speak to someone, one of our ************ Representatives would welcome the opportunity to talk with you. You can reach them by calling ************** or emailing them at ***************************************************************** you for reaching out and giving us an opportunity to improve.

  Customer Answer

  Date: 08/13/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I refuse to accept the response until they show proof of cancellation and an apology because I cancelled it a while back and I am disabled and they are trying to take advantage of me being frm another country and disabled so i need proof of that appointment being cancelled and an apology for the trouble and scare
  
  Regards,
  
  *********************

• Initial Complaint

  Date:07/18/2023

  Type:Billing 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.

  On July 7th my husband, ******************************* was hospitalized at Gunderson Hospital on the 3rd floor room ****. He was scheduled for surgery that day. I was in the room with other family members, the nursing staff was in the room preparing to transport ****** to pre-op, it was approximately 1:00 p.m. Several of us including myself seen my husband's cell phone on his tray table, I went to grab it and the staff (not sure which one) stated that after surgery he would be moved to a different room on the 6th floor, and they would collect all his personal belongings and take it to the new room. I left the cell phone on the tray table and went down with my husband to pre-op. Once he was out of surgery/recovery he was taken to a room on the 6th floor (pulmonary, may have been room ****, not sure). Once we reconvened in his new room, I noticed his personal items were in a bag however, the cell phone was missing. After checking with family members to verify that someone else did not pick it up, I reported it to the 3rd and 6th floor nurse's stations. I also went to security several times. I also reported it to an ***** Patient *********** number ************. It has been several weeks since the phone is missing, numerous personnel has looked for it, the last being **** on today's date 7/18/23. **** informed me that Gunderson would not cover the cost of the phone, although requested, she would not provide me with a report or a written disposition to my claim from Gunderson. Since it has been several weeks, and the phone has not turned up, the only other possibility is that it was stolen. My husband remains in the hospital, this phone was the only way the family could communicate with him. I filed a Police report and if this cannot be resolved with Gunderson Hospital, I will be filing a suit in small claims court. I also was not provided any additional resources or personnel that could address this issue further in recovering the cost of the phone.

  Business Response

  Date: 08/01/2023

  We're so sorry to hear this. If you would like to speak to someone, one of our ************ Representatives would welcome the opportunity to talk with you. You can reach them by calling ************** or emailing them at ************************************************************ Thank you for reaching out and giving us an opportunity to improve.

  Customer Answer

  Date: 08/02/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed 
  I have talked with the patient care specialists. They looked for the phone, checked security etc. They would not give me any one higher up to speak with. I don't even know if a formal complaint was written up. Everyone I spoke with was using post it notes to take my information. I did ask for a formal report, but was told they could not send it to me. As I stated in my complaint, I reached for the phone to take it with, but the nurse told me that they would transfer his personal items, so I left it. At that point Gunderson assumed responsibility that his personal belongings would get to his room on the 6th floor. It is my position that Gunderson should compensate us for the phone. It had all his contact information. It was the only means of communicating with him. If gunderson is unwilling to rectify this situation and make us whole, my next step is small claims court. I am hoping this can be settled without going thay far. My husbandnis still at boscobel hospital, this whole thing with his illness has been extremely hard, we almost lost him. Not having his phone hampers the ability for his family to reach him or for him to follow them on ********* Any assistance to resolve this issue is appreciated.

  Regards,
  
  ***************************

• Initial Complaint

  Date:03/24/2023

  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.

  I have uploaded a document with the details of the complaint. I would also like a copy of the protocol for what is to occur when labs are completed on the weekends

  Customer Answer

  Date: 04/03/2023

  The ***************************** called while I was at work.  I at the end of my lunch hour and told them that.  As I stated in my complaint, I have told them many time what my work hour are and they still call during work.  I only have a 30 minute lunch which is barely enough time to eat.  I also do not have paperwork with me.  In that short time they basically told me they would have to agree to disagree and are still refusing to make any adjustments or take any responsibility for not contacting me regarding the lab results and the need for a different prescription.  I also informed them that I have not received a copy of their protocol for lab results completed on the weekends and need for a change of medication.

  Customer Answer

  Date: 04/04/2023

  The ***************************** called while I was at work.  I at the end of my lunch hour and told them that.  As I stated in my complaint, I have told them many time what my work hour are and they still call during work.  I only have a 30 minute lunch which is barely enough time to eat.  I also do not have paperwork with me.  In that short time they basically told me they would have to agree to disagree and are still refusing to make any adjustments or take any responsibility for not contacting me regarding the lab results and the need for a different prescription.  I also informed them that I have not received a copy of their protocol for lab results completed on the weekends and need for a change of medication.

  
  

• Initial Complaint

  Date:01/13/2023

  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.

  My initial consultation was on November 1, 2022. I saw *****, a specialist in plastic surgery at Gundersen Clinic as I have deep wrinkles around my mouth. They had a special going on for 25% off service and we decided a laser, Halo Fractional would be of some help, that is what I thought I was doing. On November 10th I went back to have ************* look and where he said I signed a contract but I dont remember and thought I was signing a waiver.I never got any paperwork saying what procedure I was having, the cost of the procedures, but was given papers saying pay it forward. I called the office telling them I had overpaid by $500.00. The office gal called back a few days later and said as per contract I bought another laser from *************************** called and told me I signed a contract for that service, there would be no refund of the $500.00. I thought maybe I just didnt understand that day and told him ok, But, I never got a contract or paperwork saying what I was getting and asked him what he would be doing January 3 and he said laser and it would be quite some time for healing and to not be in the sun, as I had told him I would be going to *******. I called his office late December and told them I thought I should reschedule as I was going to AZ and would call and reschedule when I got back His office called back a few days later, left a message saying I needed to reschedule 21 days ahead as per contract so I was just out, no refund!I want a refund from *************, I saw him no more than 2 minutes in person where he said I signed this contract. He was so condescending, I think because I am a senior person.Enclosed is the only paperwork I received. I should have been given a copy of this said contract, a description of the services I was buying

• Initial Complaint

  Date:10/28/2022

  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.

  Guarantor bill-************ ******************* 9.18.2002 I was told by Gundersen today that they placed my name under two different guarantor numbers - dental and personal- my personal being ************ - I was NEVER told I had two different Guarantor numbers and have been making payments on what I know now is the dental account. I recieved a letter that I've attached to this email, very recently in October stating the personal account balance was due 11/2/2022 or my account would be placed in collections. I contacted Gundersen for clarification on these two separate accounts today and recieved clarification on them listing 2 different Guarantor numbers for 'billing' purposes, and I stated I would like to have both accounts placed on payment plans- Gundersen billing responded stating the account had already been sent to collections and to contact '************'- they didn't even give me until the due date listed on their own correspondence to pay, or even reply...this is completely unacceptable and I plan to file a complaint with every resource available to me. I'm a recently turned 20 year old college student and this type of error could be detrimental to my credit.Gundersen sent me the recent bill on October 13th, then sent that bill to collections on October 17th..the due date on this letter stated November 2nd.I reached out to their financial department and they stated that they can send my bill to collections at 'any time' !

  Business Response

  Date: 11/18/2022

  see attached

  Customer Answer

  Date: 11/18/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  
  Regards,
  
  *******************