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:05/12/2025

  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.

  Park Royal Hospital was recently involved in a phishing incident. I called the number on their website, so I know I was a victim. I was a patient in 2017. The hospital is required by law to send a notification letter. When I called the call center, they said a letter was sent out April 9th. I have not received it. They said they would notify the hospital. I also called the hospital directly and left a message. No one returned my call. I feel like I am being stonewalled. I have a legal right to the notification letter. Thank you for your assistance.

  Business Response

  Date: 06/02/2025

  Good Afternoon *** ****, 

  I was in touch with our coporate office regarding your complaint. Our Chief Compliance Officer has indicated the vendor who responds to these complaints related to a breach in this case a Phishing attempt - did send you a letter on two occasions 4/8/25 and again on 4/30/25 to the address you indicated as follows: 

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

   

  Please let me know if you did not receive these letters, 

  **** Jensen 

  Customer Answer

  Date: 06/02/2025

   
  Complaint: 23309207
  
  I am rejecting this response because:

  I did not receive either notice. Both times you did not include my apt number,

  which is 1504. This time I expect you to expedite the notice, or I will

  take further action.
  
  Sincerely,
  
  ******** ****

  Business Response

  Date: 06/03/2025

  Dear Ms. ********************* address was not scanned into our forms that we use - while you did list it was not scanned over into our system. For that I aopolgize. I have reached out to our vendor and they will be submitting an updated letter with your complete address including apartment number shortly. I am sorry for the inconvenience. 

• Initial Complaint

  Date:06/21/2023

  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.

  My girlfriend was checked into this facility and stayed there over 24 hours while the nurses had her extra clothes and they did not check them into her inventory so that she could shower. There was no reason that they could provide for not giving her her clothing other then being lazy. My girlfriend could see them talking at the desk with her belongings just sitting in plain view and them talking to each other instead of inspecting her clothes and giving them to her. They also did not give her the ability to pump her breast as she is a nursing Mother for over 6 hours while she was in pain from not being able to pump. This facility is terrible and should be shut down.

  Business Response

  Date: 07/05/2023

  Our ***************** goes through belongings brought in with patients prior to them going up to the unit and patients are given right then and there what they are allowed to keep in their possession. Anything deemed unsafe or inappropriate by policy goes into storage until patients are discharged. If belongings are brought in after the admission process is complete, reception and unit staff have to go through and inventory what has been brought in, and that can be a longer process due to the additional responsibilities they have. Patients receive their clothing within 24 hours of it being dropped off. 

  Pumping is accommodated for all nursing mothers. If a pump is not brought in with them then we make efforts to have one brought in for them. Pumps have to be kept in the nurse's station for safety purposes when not in use. Additionally, we provide a refrigerator or cooler for the breast milk to stay in until it can be picked up. 

• Initial Complaint

  Date:10/19/2022

  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 am being charged almost $1300 for 3 psych evaluations. First of all, I didnt have 3 evaluations. Second of all, ****** at the front desk assured me that my insurance covered this bill 100%. I refused to even sign up until I knew I was covered and in network. Now Im getting a crazy bill! This is against the no surprises act and needs to be rectified. I am being charged for ******* mistake.

  Business Response

  Date: 11/09/2022

  Park Royal serves an incredibly important role in this community as a ***** Act Receiving Facility and is highly respected by community peers and patients alike. Not all patients perceptions are shared, and we are disappointed that we did not appeal to Ms. ******* understanding of care in this type of facility.  
  We note that Park Royal Hospital has a Patient Grievance process and that the patient did file a grievance; spoke with a Patient Advocate on matters unrelated to this complaint, and then rescinded the grievance.  Additionally, all patients are provided a Patient Handbook, which outlines care and treatment within this facility. Treatment planning includes Group Programs with an Active Schedule posted daily on each unit; treatment time runs between 08:00 and 15:30 daily with some units holding some later support groups such Narcotics or Alcoholic Anonymous programming. There is empirical evidence to support group programming as having significantly more positive outcomes but it does require active/willing participation.
  Some patients recognize a need to get help in a voluntary status, and others are brought to this facility by qualified law enforcement and or licensed healthcare providers who recognize an immediate threat to self or others and place a patient under the ***** Act in compliance with state statute.  We are morally, ethically and legally required to maintain patients under the ***** Act until there is no longer a perceived threat of harm to self or others. This is determined through a variety of health and psychological screens as well as interactions with multi-disciplinary staff, including Psychiatrists, **-C, ANRP and ****** Services.  
  When all agree that a patient is safe to discharge, that safety crisis plans are complete and family/collaterals are obtained. We discharge immediately. This holds true for both ***** Acted patients and also for voluntary patients. However, if a patient is voluntary, and a Psychiatrist has concerns for safety, we will convert to a ***** Act, so long as the statute is being applied effectively and legally.
  We hope that this explanation serves to provide **************** with a greater understanding of this facility and its operations. We wish her the best in Behavioral Health.
  Sincerely,
  *********************, ******, MBA, LSSBB                                                                                                                                                   Director of *************** / ******************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************** Park Royal Drive                                                                                                                                                                   ********************************

  Customer Answer

  Date: 11/10/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  you just responded with another patients personal information to me. I am not ***************** and have no idea who that is. That is extremely unprofessional and a violation of their personal information being released to me! I cannot believe you responded to me with someone elses information! Now Im worried about my own personal information being released to someone else. That is wildly inappropriate to not properly read my complaint and address it with information that doesnt pertain to me at all! Im going to try and find this person to let them know youve divulged information to me.

  
  Sincerely,
  
  *****************************

  Business Response

  Date: 11/10/2022

  Dear ************************, 

   

  Please accept my sincere apology for sending you an incorrect response to your complaint. The information that was inadvertantly/mistakenly presented to you is generic in nature with regards to schedules for programming and how pateints are either voluntary or under state statute for ***** Act. Your personal information is protected, and has not been made public using the BBB platform. Your matter of complaint has been addressed as follows: 

  RE: Case ID ********
  
  Good Afternoon Park Royal Hospital received this BBB complaint dated 10.19.22 on 10.25.22 and are making a response as follows:
  The billing the patient has received is not from Park Royal Hospital. It is from HNI our ************************** A copy of this letter has been forwarded to them to provide additional insight. Our staff members at the front desk will/may ask cursory questions about insurances, but never respond that something is 100% covered. That is the responsibility of our ***************************** to determine. In terms of number of patient/provider interactions medical records indicate the patient was seen on 8.16.22 and 8.23.22 by the above referenced provider organizations *************************** 

   

  Customer Answer

  Date: 11/10/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  I was 100% told that by the front desk. If I was only seen for two psych evaluations, why am I being charged for 3? What is going on with the billing department at HNI? They have been extremely unhelpful. Thank you for clarification that there was only 2 evals because *** refuses to acknowledge this. They also said they would resubmit my claim after I provided them with my insurance claims address, which I did and they still have not resubmitted and are threatening collections. This whole experience has been a nightmare.

  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:09/07/2022

  Type:Product 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 stayed at Park Royal Hospital for 6 days at the end of July. The hospital claims to offer world-class mental health treatment in a secure inpatient environment. Park Royal takes advantage of the ******* ***** act by claiming people can check in voluntarily and leave at their own discretion. Once anyone requested to leave, they would immediately ***** act them to keep them longer. They try to keep the beds full at all times, and will not let you leave until they find someone to take your place. They claim to treat mental health issues by making patients complete 3 group therapies a day. After 2 pm everyday, patients are left to do absolutely nothing but sit in their own thoughts, watch tv, or sleep. Going into the hospital I hoped to receive treatment and I was very disappointed by the staff and doctors. I left feeling worse than I did coming in because they had isolated me to my own thoughts and would not even let us complete puzzles, color, or even read. No matter what you say or do, they will not discharge patients until they need someone to take their bed. The company runs on keeping patients as long as possible, because each day your there means the money money they will collect from your insurance. People checking in voluntarily should not expect to be able to leave voluntarily. While involuntary patients are kept as long as possible. The company does the least possible to save money and the patients suffer the consequences.

  Business Response

  Date: 09/01/2022

  Hello BBB, the complaint filed by customer is not for ************************ LLC but for Park Royal Hospital.  This is not our complaint. The consumer may contact ************************ LLC at ************. Thanks
  
  

  Business Response

  Date: 10/14/2022

  Please see attached.