Complaints

This profile includes complaints for Childrens Hospital Of Wisconsin's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Childrens Hospital Of Wisconsin

  9000 W. Wisconsin Avenue Wauwatosa, WI 53226

• 

  Childrens Hospital Of Wisconsin

  PO Box 1997 C650B Milwaukee, WI 53201

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:08/12/2024

  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.

  For the attached EOB for the October 2023 visit I was billed and paid the full amount of this visit for $478.00. In May 2024 my health insurance finally paid this visit in full however I was still not reimbursed for the double payment. I called the billing office on 8/12/2024 and was informed I couldn't receive this refund and the billing center representative did not have access to double payments and would have someone call me back in 3-5 business days. It is bad enough that you have had my money since October 2023, my insurance money since May 2024 and you refuse to refund my money in this double payment. Please process the refund on *********'s account.

  Business Response

  Date: 09/16/2024

  Hello-

  Thank you for your correspondence.  I wanted to acknowledge that we received the complaint and have forwarded it to our patient accounts department for review.  The complaint indicates that a HIPAA form was provided.  Could you please send a copy to me?  

  Thank you, 

  *********************;

  Customer Answer

  Date: 09/17/2024

  Please close the above case as I have resolved this with the business.

   

  Thanks for your help.

   

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

  
  

• Initial Complaint

  Date:05/13/2024

  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 daughter was seen in Feb. at the ******, ** location. I told the front desk to please not bill our insurance. They did not.I received a bill and call 4/17 and talked to *******. I asked if they did submit it through insurance how much would it be.She looked into it and said it would be a $60.00 co-pay for her visit.I asked her to please submit it through our insurance.I received a new bill from Children's and it was for MORE than the original, non insured bill, and I called and spoke with ************** on 5/6/2024. She said ******* was wrong and misquoted me and should have looked into an expected charges amount for the visit. ****** was unable to help, didn't get a supervisor and provided zero reasoning nor help.I have waited a week now and have not heard from the supervisor that ****** promised would contact me. Children's Hospital customer care representatives need to have correct information before speaking to patients about bills. Now *******'s incorrect information will cost me hundreds.I have attached the bill from the first visit, with my notes and the bill from after ******* submitted to my insurance and how it went up in price. After ******* failed to give correct information, I am stuck with a *************** higher than what I was promised. *****

• Initial Complaint

  Date:11/11/2022

  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 brought my 17 year old daughter ************************* to the Childrens Hospital (*********) emergency room on Thursday, October 6, 2022. She was experiencing symptoms that represented potential sepsis, and since she had recently had a root canal performed on September 20th, my immediate concern was to have her tested for sepsis. I requested a blood draw from the attending doctors to rule it out. However, none of the staff attending to her would agree to the draw and instead wanted to do more expensive tests- an xray and EKG for starters. I found both to be unnecessary as neither test would have been able to diagnose what we were there for. After telling the doctors that we would start with the blood draw, they refused. After realizing that they were only intent on convincing us to do as many unnecessary tests as possible, I discharged my daughter without a diagnosis of the symptoms she was experiencing. I am requesting a full credit for all services charged since there was deliberate failure of cooperation without good cause on behalf of their actions, which was not only negligent but alarming. They displayed an utter lack of concern over doing a basic, routine test to provide us with answers regarding ******* health.

  Business Response

  Date: 11/23/2022

  Childrens Hospital of Wisconsin received the complaint referenced above from the BBB.  We are reviewing the complaint and will respond to you.  In the meantime, if you have any questions or need anything, please let me know. 

  Regards,

  **********; 

  Business Response

  Date: 11/29/2022

  ID ********

  Hello- Children's Hospital's HIPAA privacy officer reviewed the "Signed HIPAA form" that accompanied the complaint and raised two concerns: 

  1. the language is confusing in that it appears to allow the business (I assume this means Children's Hospital) to release information to the business (Children's Hospital) instead of to the BBB: 

  "I authorize the business to use and disclose to the business protected health information related to the BBB complaint I have
  filed to the extent necessary to assist in the resolution of my complaint."

  2.  there doesn't appear to be a signature in the version that we received, a name is simply typed in: 

  "I, ********************* consent (required)"

  In order to ensure that we are releasing protected health information in compliance with 45 CFR 164.508(c), we need a signed, HIPAA compliant authorization form.  If you would like to use our form, we can send it to you.  Please let us know the next steps in this process.  Thank you for your consideration of this matter. 

  Regards, 

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

  Assistant General Counsel 

   

  Customer Answer

  Date: 11/29/2022

  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.
  
  The business can email me any required documentation they need, or upload the forms to this complaint. 
  
  Regards,
  
  *********************

  Business Response

  Date: 11/30/2022

  Hello- Can you please send me the customer's email address? 
  Thank you,
  *********************

  Customer Answer

  Date: 12/01/2022

  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.
  
  Email address is ******************** 
  
  Regards,
  
  *********************

  Business Response

  Date: 12/01/2022

  Hello,

  I was unable to send a message to you through this system yesterday so i sent Can you please forward a copy of the attahced form to the customer? 

  thank you,

  **********;

  Customer Answer

  Date: 12/02/2022

  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.
  
  I will complete and upload form. 
  
  Regards,
  
  *********************

  Business Response

  Date: 12/19/2022

  December 16, 2022
  VIA email: ***********************************************************
  Ms. *************************
  Better Business Bureau
  RE: ID ********
  Dear ********************:
  Please allow this letter to serve as Childrens Hospital of Wisconsins (Childrens) response to the
  complaint referenced above. The customer states she is dissatisfied with the care her child received at
  Childrens on October 6, 2022 and is requesting a full credit for those services.
  The customer brought her *********** child to the Childrens ******************** and Trauma
  Center (****) with complaints of acute onset back pain, fever and tachycardia concerning for abscess,
  fracture, discitis, or other serious pathology. The **** provider discussed with the customer the broad
  differential of serious pathologies, potentially with devastating complications if left untreated and
  recommended laboratory and imaging workups to rule out serious pathologies. The customer was
  adamant that she wanted no further treatment or workup and was only interested in a blood culture
  because she was concerned about sepsis. Despite being advised of the possible consequences of leaving
  the potential diagnoses untreated, the customer and patient left the **** against medical advice.
  The **** providers treatment recommendations were appropriate and explained to the customer at
  the time of the **** visit. Following the customers request to only do a blood draw for sepsis was not
  safe or appropriate care.
  We apologize that the customers expectations were not met during the **** visit. Childrens billed
  correctly for the services the child received and will not be making any adjustments to the customers
  bill.
  We thank you for this opportunity to review the customers complaint and to respond. Should you have
  any questions or need anything further, I am available at **************.
  Sincerely,
  
  *************************
  Risk Management Support Coordinator
  Childrens Hospital and ************** ****

  Customer Answer

  Date: 12/21/2022

  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.
  
  NO actual service was provided! I'm not paying for something we did not receive. That is called theft. 

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

  Business Response

  Date: 12/23/2022

  The billing team at Children's Wisconsin reviewed the charges for the emergency department visit on October 6, 2022.  The patient was charged a level 1 ER charge, which is an appropriate charge, as she was seen and assessed by a physician.  The medical record notes support the charge.  We are sorry that the customer is dissatisfied but we are unable to waive the bill. 

  Sincerely, 

  *********************;

  Customer Answer

  Date: 12/27/2022

  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.
  
  If an assessment was made, what was the diagnosis? None was provided. 
  
  Regards,
  
  *********************

  Business Response

  Date: 12/28/2022

  The record reflects the following: "Evaluation is consistent with a diagnosis of 1. Acute midline low back pain without sciatica".  I hope this addresses your question. 

  Sincerely, 

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

  Customer Answer

  Date: 12/30/2022

  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.
  

  We did NOT come in for back pain to be assessed. This has been falsely reported on her medical record. We came in for diagnosis of potential sepsis. There was no diagnosis for our reason for coming in, therefore, we will not be paying the charge. 
  
  Regards,
  
  *********************

  Business Response

  Date: 12/30/2022

  The customer brought her *********** child to the Childrens ******************** and Trauma
  Center (****) with complaints of acute onset back pain, fever and tachycardia concerning for abscess,
  fracture, discitis, or other serious pathology. The **** provider discussed with the customer *********
  differential of serious pathologies, potentially with devastating complications if left untreated and
  recommended laboratory and imaging workups to rule out serious pathologies. The customer was
  adamant that she wanted no further treatment or workup and was only interested in a blood culture
  because she was concerned about sepsis. Despite being advised of the possible consequences of leaving
  the potential diagnoses untreated, the customer and patient left the **** against medical advice.
  The **** providers treatment recommendations were appropriate and explained to the customer at
  the time of the **** visit. Following the customers request to only do a blood draw for sepsis was not
  safe or appropriate care.
  We apologize that the customers expectations were not met during the **** visit. Childrens billed
  correctly for the services the child received and will not be making any adjustments to the customers
  bill.

  Customer Answer

  Date: 01/05/2023

  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 am not paying for a service I did not come in for. Doctors were upset that I did not allow them to do unnecessary expensive tests,  which is why the **************** were not provided. If someone comes in for a broken finger, you don't send them for a full body MRI. We came in for bloodwork to determine if sepsis was present. We were not there for back pain, as your response notated. You have illegally billed for negligent services that did not address our reason for being there.
  
  Regards,
  
  *********************

  Business Response

  Date: 01/10/2023

  We apologize that the customers expectations were not met during the **** visit. Childrens billed
  correctly for the services the child received and will not be making any adjustments to the customers
  bill.

  Customer Answer

  Date: 01/11/2023

  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.
  
  Payment for services not rendered will not be paid. The entire bill is fraudulent and the visit was medically negligent. 
  
  Regards,
  
  *********************

  Business Response

  Date: 01/13/2023

  We apologize that the customers expectations were not met during the **** visit.  However, the bill is not fraudulent and the care was not negligent. Please see Childrens previous responses. Children's will not be making any adjustments to the customers
  bill.
  

  Regards, 

  *********************;