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Business Profile

Hospital

Presbyterian / St. Luke's Medical Center

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 4 total complaints in the last 3 years.
  • 2 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:01/05/2025

    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 had 2 medical insurance, Cigna (through work) and **************. The work insurance paid their portion of $12,127.28 to Presbyterian/ St. ******, but ******** did not pay their portion $3,700.00 on time, stating they did not get paid from the insurance company yet. I started to make $50 monthly payments totaling $850 so I didn't go to collections. I received a statement from ************** that the remaining balance was finally paid off last year Feb. 9th. I faxed and emailed the information to the hospital billing office. To this day, they have not responded. I have been asking for my $850 back since ******** received their payment, I called them on 12/16.24 and was informed they closed the account and wrote it off as bad debt. I am seeking to get my $850 back as I have overpaid them and they aren't trying to give me my money back. Please let me know what all you'll need from me to show proof of payment or any other documents.Thank you for your time. ******* *******

    Business Response

    Date: 01/13/2025

    We are in receipt of the complaint filed by ******* ******* and have thoroughly reviewed this matter. Presbyterian/********** Medical Center strives to provide excellent customer service and would first like to apologize for any confusion or inconvenience experienced by the patient. We are currently working diligently to research their concern.We are requesting additional time to fully research this matter to reach an acceptable resolution. Thank you

  • Initial Complaint

    Date:12/24/2024

    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.
    I went in for bleeding during pregnancy and was denied any intervention to stop the bleeding but was given multiple doses of narcotics then repeatedly told my only option was to terminate the pregnancy and after adamantly refusing this was given multiple unknown meds and then was told that I was in active labor and this resulted in my twins being born at 20 weeks causing their death, then all reports from the hospital are absolutely the opposite of what actually happened

    Business Response

    Date: 12/27/2024

    We are in receipt of the complaint filed by ******* ****** and have thoroughly reviewed this matter. We appreciate the concern being brought to our attention so that we can investigate and review. A request has been submitted to address the patient's concerns through a Quality of Care review. We request that the patient allow time for a comprehensive review to take place. Once the review is complete, the patient would be contacted either by mail or by phone.
    If the patient needs further assistance please have them contact HCA HealthONE Presbyterian St. ****** directly. Thank you

  • Initial Complaint

    Date:09/15/2023

    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.
    On 01/17/2022, I was involved in a motorcycle accident. I was transported from the scene of the accident, via ambulance. During transport in the ambulance, I informed the paramedic that I would like to be transported to a Veterans Affairs medical center to receive treatment as I am a combat veteran and only have medical care through the VA. The paramedic advised me that the VA does not take medical transports, but that I was free to leave on my own accord to go to the VA once we arrived at the hospital. Upon arrival at St Lukes, I was met by a police officer to provide a statement regarding the accident. I provided a statement and the police officer let me know I was free to leave to go seek treatment at the VA. The medical staff at St Lukes encouraged me to stay there and get checked in to seek treatment. I refused and explained to them I only have medical coverage through the VA so I would be transporting myself there to seek treatment. They then said I would have to sign a form stating that I was leaving against medical advice, which I signed and immediately left without ever being seen by any medical staff whatsoever at St Lukes and without receiving one bit of medical treatment there. I went to the VA and received all medical treatment at that hospital and have paid those bills and the ambulance bill for my initial transport. A few months ago, I was advised that I was sent to a collections company by St. Lukes for the amount of $810.17. I never received any treatment and specifically signed a document that St Lukes presented refusing any and all medical treatment from them. Any fees billed to me by St. Lukes are completely fraudulent, let alone over $800 to have me sign a form to say I was refusing to be seen and leaving against medical advice. Now I am having creditors call me to collect on this fraudulent charge. I would like this fraudulent charge dismissed and my credit report corrected as I never received any treatment at all from this facility.

    Business Response

    Date: 09/22/2023

    We are in receipt of the complaint filed by ********************* and have thoroughly reviewed this matter. Presbyterian / St. Luke's Medical Center strives to provide excellent customer service and would first like to apologize for any confusion or inconvenience experienced by the patient. A customer service representative from ********************** / St. **************************************************************** reached out to the patient on September 21, 2023 to the phone number listed on this complaint. A message was left requesting a call back from the patient. If the consumer needs further assistance please have them contact Presbyterian / St. Lukes Medical Center directly. Thank you

  • Initial Complaint

    Date:02/03/2023

    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 proceedure was 5/12/21. My insurance and ******** paid, and I was not to be charged. I received a bill from ******************************** on 10/18/21 in the amount of $2,524.76. I contacted my insurance and they said that the charge was denied and that I can not be billed for a denied charge. P/SL billing department was notified and they said they would take care of the matter. Since then I have been receiving bills from Medicredit and NPAS Solutions (collection agencies), my insurance has filed 2 grievances with ********. I have contacted P/SL Board members and Health One. My credit score has gone down 42 points. I have not received any correspondence from P/SL or Health One.

    Business Response

    Date: 02/07/2023

    We are in receipt of the complaint filed by ***************************** and have thoroughly reviewed this matter.  Presbyterian/St.Lukes strives to provide excellent customer service and would first like to apologize for any confusion or inconvenience experienced by the patient. On 02/06/2023, the patient was contacted by a customer service representative regarding their concerns. The patient was provided with a direct phone number for any further questions. If the patient needs further assistance, please have them reach out to Presbyterian/St. Lukes directly.

    Customer Answer

    Date: 02/15/2023

    Made on 2/4/24 re: Presbyterian/St ****** Medical Center

    Unsatisfactory response from P/SL They do not take responsibility for the initial charge - which has destroyed my credit score.

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

    Business Response

    Date: 02/23/2023

    We are in receipt of the complaint filed by ***************************** and have thoroughly reviewed this matter. Presbyterian/St. ****** strives to provide excellent customer service and would again like to apologize for any confusion or inconvenience experienced by the patient. Our records indicate that the account was not eligible for credit reporting. Per review of the account notes, this was further explained on the call that took place on 02/06/2023. If the patient needs further assistance, please have them reach out to Presbyterian/St. ****** directly.

Presbyterian / St. Luke's Medical Center is NOT a BBB Accredited Business.

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