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Business Profile

Health and Wellness

Northwest Medical Center

This business is NOT BBB Accredited.

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Complaints

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

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Northwest Medical Center has 5 locations, listed below.

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    Customer Complaints Summary

    • 28 total complaints in the last 3 years.
    • 13 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/08/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Northwest Healthcare Systems emergency room improperly billed me as self pay when I was an insured patient on September 2, 2022. This year I found out their physicians contractor Truepartners filed bankruptcy and sold my account to collections agency Wakefield and Associates without my knowledge, I have not recieved any communication from either about this bill. Both NW hospital and the current physicians contractor deny responsibility but every contractor under Northwest is their responsibility, the bill was generated incorrectly by this hospital and disseminated to the physicians billing department, and the radiology department.

      Business Response

      Date: 08/12/2024

      Our office handles all billing related issues for Northwest Healthcare.  I have reached out to Ms. Cartell-Hamilton via her email address to better assist her with her concerns.  

       

      Sincerely,

      Carol Lilly

      Director Accounts Receivable Support

      Shared Services 

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

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

    • Initial Complaint

      Date:08/02/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      Please be advised.... I went to this clinic because I had extremely high blood pressure and did not have a primary care doctor because I was new in town. I was seen by a doctor promptly - in less than 10 minutes because I was there early and no one else was there. I was there for less than to minutes - they read my blood pressure and then suggested I needed an echocardiogram test. They hooked me up to the machine and the test did not reveal anything. After that, they told me to go to the emergency room since they could not do anything for me, like write a script for HP meds so I left and did so. I was in there all of about 15 minutes. I received a bill for over $600 which my insurance company refused to pay. I later called - after about three tried I made it to someone who said they would have my case looked at again to see if any adjustments could be made. After about two weeks, I received a call saying everything was done properly and I would be responsible for bill. My insurance would not pay for reasons unclear, but I would be left responsible for this bill.

    • Initial Complaint

      Date:07/31/2024

      Type:Customer Service Issues
      Status:
      Answered
      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.
      In ICU 3:00 pm after surgery at 7:30am. No overnight beds available so one sandwich at 12:00pm after 12 hour fast. Family stuck in waiting room not allowed to visit. Staph courageously caring and preaching patience. Management obviously overbooked surgery for money. My third try at a Northwest hospital. Every one ended in some sort of screwup like this. Someone has to do something about the management of thus horrible Tucson hospital.

      Business Response

      Date: 08/13/2024

       

      Our office has tried a few times to reach out to Mr. Gessner regarding his complaint via phone and Mr. Gessner has not returned either of these phone call attempts. Mr. Gessner can contact the Quality Coordinator at the facility by calling  (520) 742-9000.  Mr. Gessner can reach out to our Billing Office AR Support Director at (479) 494-3743 to discuss any billing concerns. 

      Thank you

      Carol Lilly

      Director AR Support 

      Shared Services Fort Smith - extended business office of Northwest Healthcare - Tucson 

    • Initial Complaint

      Date:06/12/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      This visit was my first visit on May 6th 2024. Most of my appointment was with a medical student. I waited 45 mins on the waiting room for the doctor who never check my vitals just say and talked with. This was supposed to be a wellness exam. The experience reminded me of a college clinic. I was asked questions based on my intake form. I expressed stress and anxiety and asked could the office fax my MetLife paperwork for a schedule accommodation to shortening my hours. This took a whole week for them to respond. No one answers the portal when I asked for them to send it and when I left messages no one called me back. In short it took them up until June 5th to complete it according to what MetLife needed. In that timeframe I was asked via email to complete a survey which I did. Because of my survey that banned me as a patient and only allowed my MetLife work accommodation form until 6/12. I have documents which I’ll attach in closing. I never received my accommodation request due to them taking so long to complete and them banning me as a patient.

      The coding for my appointment used was for a new patient and the costs of the remainder of the appointment was billed to me. This is a way to get more money for the appointment. I talked to my health care company and they said the mid-code to get more money. The appointment was for a wellness exam. When I asked them to edit/correct the coding they refused very rudely. The office manager was verbally abusive and condescending. I had to hang up due to my mental health and the stress of being talked to inappropriately. This is not ok. This is a medical facility where people come to get medical help. This is against the medical oath. The doctors name is Michael Lokake. He’s just as responsible as the staff he’s hired as they represent him. He should be answering his own online portal and filling out documents himself.

      Business Response

      Date: 06/12/2024

      Good morning

       

      This patient was discharged from our clinic due to her behavior with staff on 5/17/2024.  She was demanding that the provider change his coding and dx and detour from the service that was provided.  Although she needed FMLA paperwork filled out for the dx that he coded for.  The patient accused Dr. Lokale of just taking her money as well as cursing out our site supervisor when she was trying to explain why coding and dx could not be removed from her chart. 

      Patient ended her call with "don't make me mad, you don't want me to come down there" then disconnected the call

      Customer Answer

      Date: 06/12/2024

      This is the behavior I’m referring to. I do not say anything like this. Just in the response it’s abrasive and unprofessional once again. If they’re not guilty why are they so upset. It’s making more and more uncomfortable. 

    • Initial Complaint

      Date:05/23/2024

      Type:Billing Issues
      Status:
      Answered
      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 was seen in the hospital ER 2/17/24. The hospitals billing originally tried to bill me twice for the same visit per PASI. They also tried to bill my insurance for two days (extended stay) when I checked in that day I confirmed my insurance was valid they didn’t bill the correct insurance I called and called and got nowhere. I verified the insurance was wrong and advised its insurance fraud to bill two days if I was only there’d for one. Well a few hours. The visit portion was finally resolved and I have been dealing with the physician portion of the billing. American physicians partners filed bankruptcy so my account was sent to Progressive which operates as RCm1 they didn’t have correct information I provided them with what I provided hospital. They said the claim was rejected in sept but I called my insurance at the time did a three way call a claim was never filed or rejected or denied . I asked the hospital, the billing with corp and the 3rd party billing someone to pull the account to bill it properly no one can help me. I spoke to their collections, their billing’s, their directors, ER manager, the accounting asked for who has contacts with their agencies they outsource. No one had anything. I worked in accounting we had direct contacts numbers and emails to pull accounts back if there were issues. Everyone said it’s not my problem. Nothing they can do. How is that legal ? I need the billing to be corrected if denied since I’ve done everything on my part for over a year and got no help from anyone it needs to be written off

      Business Response

      Date: 06/03/2024

      Hello.  I am responding to BBB complaint ID#21754180 in regards to Ms. Longoria's complaints that she has shared regarding her experience with the ER Physicians billing.   Our office only handles the billing for the facility, Oro Valley Hospital and the billing for the ER Physicians is seperate.  I understand that the patient is having difficulties receiving a responce from the ER Physicians billing office. In order to assit, I am able to provide the below contacts of which have taken over for American Physician Partners as that office has closed from my understanding.  Ms. Longoria needs to reach out to one of the below individuals for further assistance with the ER Physicians bill. 

       

      Lauren Loeb
      Senior Counsel, Litigation
      R1 RCM Inc.
      800 W Fulton Market, 9th Floor | Chicago, IL 60607
      M: 770-354-5191| [email protected] | ********************


      David Posner
      [email protected]
      Kilpatrick Townsend & Stockton LLP
      The Grace Building |   1114 Avenue of the Americas |   New York,   NY   10036-7703
      T 212 775 8764 | M 914 772 6837 | F 212 658 9523


      Kelly Moynihan
      [email protected]
      Kilpatrick Townsend & Stockton LLP
      The Grace Building |   1114 Avenue of the Americas |   New York,   NY   10036-7703
      T 212 775 8759 | M 929 281 5613 | F 646 304 2024

       

      Sincerely, 

      Carol Lilly

      Director Ar Support

      SSC Fort Smith - extended Business Office of Oro Valley Hospital. 

       

    • Initial Complaint

      Date:05/15/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 been wrongfully billed for an office visit on 12-23-2021. The Houghton Road Location is where I visit. I have $0.00 co-pay thru my Insurance carrier (Aetna) for office visits. The Dr. I was scheduled with was not available and I was given a different person (P.A.) This location was going thru MANY P.A.'S at this time. I have sent MULTIPLE LETTERS to their billing office located in Maine, have placed multiple phone calls and cannot get this corrected. They have a real billing issue as seen in other complaints on this site. They have now (05-12-2024) sent this invoice to "Collections" I have a 850 credit rating rating, pay ALL my legitimate bills on time and am 80 years old. It's not about the lousy $35.00, Its the fact that as hard as one may try they cannot get an issue resolved with these people.

    • Initial Complaint

      Date:03/20/2024

      Type:Billing Issues
      Status:
      Answered
      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.
      Billed incorrectly for services on 8/29/23 at NWH on Old Vail Rd. BCBS says I am covered for accidentally injury, med coding is incorrect, bill is not my debt, billing put a hold on my acct to investigate my contest, said they would call me back. Never called, sent bill to debt collection! I've called NW billing, patient advocate, finance counselor, medical records. I can't get anyone to call back and help me. I filled a complaint against NWH with my insurance company. BBB pls help, I am a senior, no debt, pay my bills on time, credit score of 826.

    • Initial Complaint

      Date:03/17/2024

      Type:Billing Issues
      Status:
      Answered
      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.
      This complaint is lodged against Northwest Medical Center for failing to receive prior authorization, failing to notify me as the patient, billing me as self-pay (when all other procedures I had before and after this all year were billed to my insurance), and then after I paid it not realizing what was happening, failing to reimburse me for charges they should not have billed me for in the first place. On May 12, 2023, I went to Northwest Hospital for a procedure. At check-in, they told me my share was $633.59, so I paid it. Fast forward to August - after being out of town for a month, I returned to a pile of bills, including a number of medical bills, all of which I paid, just assuming it was my share of costs minus insurance. Those bills included an addition $848.52 for the procedure in question. By early fall, when I realized that my payments exceeded my $6900 deductible and out of pocket costs, I contacted my insurance company to compare the claims with my payments, and realized that a number of payments were missing entirely. First, I tried to rectify the situation with Northwest Medical Center; a patient advocate realized I was billed as self-pay and that it was a mistake. At no time did NWHC notify me of self-pay, nor did I sign anything consenting. I was hoping NWHC would realize this was a simple clerical issue, make a change, and credit me for the charge, but they did not. Instead, they insisted I was wrong, so I filed a claim with my insurance company. In February I got a call from the Ambetter representative working on my behalf, Malakai Corvus, stating that despite all their pursuits, NWHC was unresponsive to them, and that this violates their contract with the insurance company. NWHC owes me $1,482.11, and that is significantly above my deductible. I am asking for the BBB to help me resolve this issue. I'm a self-employed business owner. My out-of-pocket costs are close to $13,000 before insurance covers anything. That's why this matters.

      Business Response

      Date: 03/20/2024

      Hello,

      We apologize for the delay in response. 

      After review of the account it was determined there was a registration error on our part. It has been confirmed this is in the works of being fixed and a refund was requested to have your payment originally paid, returned back to you. 

      If you have any additional questions or concerns please contact our Billing office at 1-844-847-3831 Mon - Fri 7:00am - 5:00pm MST 

    • Initial Complaint

      Date:01/27/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      visiting the emergency room at Northwest Hospital in Tucson for a post surgical problem that my wife is having. The staff are fighting between emergency room and laboratory staff, emergency room, physicians assistant is telling us that the lab technicians are hanging up on her and not cooperating and this is leading to labs not getting done or perhaps, lost, unclear. In any case, we are three hours into the visit and the CT scan. My wife needed urgently is still not done because they are waiting for the labs that the staff are fighting over. Incompetence. It does sound as though the problem lies with the hospitals laboratory services

      Business Response

      Date: 01/29/2024

      Hello I truly apologize for the unprofessional experience you and your wife are having. I would like to have this issue investigated for you. Can you please call our Business office at 1-844-847-3831 to provide your wifes name and account information to have this rectified for you?

    • Initial Complaint

      Date:08/13/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 step Mother’s care has been terrible. She came in for a ruptured appendix, the ER dr didn’t care about her pain. She had a great surgeon but the nursing care has been aweful at times. They are supposed to be walking her, and haven’t been doing so, the nurse guilted her for inability to hold bowels, which is something that should be listed in her chart. The ax I. The room is freezing and we’re told they could adjust temp but the thermostat is broken. We asked for a nurse one evening and two hours no one came before I left, so unsure how long it took to get one. This is a terrible way to treat the elderly and vulnerable! I’m in shock how bd it has been. I hope it improves befóre her discharge and doesn’t continue with other patients.

      Business Response

      Date: 08/14/2023

      Hello,

       

      I am truly sorry to hear the experience your stepmother had at our facility was not exceptional. I have sent this complaint to our Facility Leadership in charge of the Emergency Room staff. However without the patients information or dates they were admitted, we can not research to identify the employee's who were on duty assisting that day and appropriately address the issue.

       

      If you could please provide the patients name and the dates they were seen we can address this concern appropriately. 

    Northwest Medical Center is NOT a BBB Accredited Business.

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