Complaints

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

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  HCA Florida West Hospital

  8383 N Davis Hwy Pensacola, FL 32514-6039

• 

  HCA Florida West Hospital

  9400 US-98 W Pensacola, FL 32506

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:05/05/2025

  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.

  I went to an Urgent Care on Hwy 98 and Blue angel parkway in September or August 2023. I left before receiving any care. I was then billed for care. HCA was performing an audit and come to find out I was charged a 295 fee for no insurance, I had insurance. They refused to give me an itemized bill for the services because the said that the bill had had gone to collection and closed out, I they are under audit and I have not received any information or letters from them regard this audit, Now, they are giving me the run around. I have never received bills or notices of going to collections, They just never sent me anything regarding being billed and I have insurance, I I want records of the what is going on. I want this billed to be closed, They say I owe them money but are refusing to send me bills or explanation of what I owe, This is fraudulent as I have never received bills regarding any collections notices or bills that I owe them money even when lived less than two three miles away from urgent care, I want the bills to stop and any collections on my record removed, and the bills the doctors names that billed me, under the law I am entitled to entitled to what I am being billed for and they are not giving me any information. I want a phone or contact information to who can take care of this because when I CALL ************ OPTIONS 7 for billing the refused to send me an itemized list of what I am being billed for and I never received any communication about a bill. I have tried calling risk management but no one has called me back. I WANT THIS OFF OF ACCOUNT.

• Initial Complaint

  Date:10/07/2024

  Type:Billing 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.

  I went to HCA Florida West Hospital emergency room back in July. I received a bill sometime in August I believe and I asked for financial assistance. I was lied to by 4 different phone representatives. 2 told me to wait 3-4 days for it to show up to my email, check spam just in case. Another told me that it's online and I can pull the form from there. The final one told me that it's mailed to me 30 days from the time I asked for assistance. That was on August 26th and was told that I should have it by September 26th. All lies. The last bill sent to me said it would go to collections. They can send it to collections, they are still NOT getting $1800+. I have another $500+ from that visit that I also cannot afford that I need help on. I have bills from a second emergency room visit I'm trying to pay and waiting on a decision from that hospital on what they will assist with. North Okaloosa Medical had the forms sent to me in 3 days. No lies. HCA has made no effort to help me at all and are threatening collections. Send it to collections...I don't have it to give. I'm not trying to not pay for the services given to me, but I have very little to give for what they are asking. I have NUMEROUS hospital bills or clinic bills I'm trying to catch up and pay off...threatening me with collections when you've made no effort to help me is not very professional.

  Business Response

  Date: 10/21/2024

  I called Ms. ******, left her a message to return my call. In reviewing her account Financial Assistance Forms, were mailed, 08/28/24. Unsure as why they weren't received. I mailed Financial Assistance Forms to Ms. ****** today.

  Thanks, Kathy

  Customer Answer

  Date: 10/30/2024

  I did receive the financial assistance in the mail.  I will fill it out and have it back to HCA by the end of the current week. I am satisfied with their response. 
  

• Initial Complaint

  Date:08/20/2024

  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.

  West Florida Hospital is extremely unprofessional ... Have been sitting for hours with no help came here with pain level past a 10 haven't received any care blood work was misplaced and all you hear is the nurses discussing patients information. Which is something that shouldn't be going .

  Business Response

  Date: 09/05/2024

  The patient's complaint was sent to the ED Director, Tiffany ********, she was aware of the patient's concerns, and they were addressed during the patients visit. 

• Initial Complaint

  Date:06/03/2024

  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.

  7/3/2023: I was hospitalized overnight at West Florida Hospital in Pensacola, FL.
  
  West Florida Hospital's billing people submitted my bill to Medicare and to ******* BlueCross BlueShield *"*******). Medicare paid its part, and ******* paid $1,600.
  
  I received a bill from "HCA Florida West Hospital" on April 9, 2024 in the amount of $1,600. My daughter and I called (844) 974-3800 and spoke with "Ashley G." She told us she works for ********* the billing service for West Florida Hospital. She said that Medicare paid but that ******* didn't respond. Later in the conversation which was being recorded by ********* Ashley G stated that Blue Cross denied the claim. She refused to provide us with an EOB from *******. She said that the only way to keep me from being turned over to collections was to start a payment plan. So I told her I would start a payment plan to keep them from turning me over to collections. She said I did not have to start the plan that day and that they would bill me.
  
  In the meantime, my daughter and I called ******* and spoke with Gabby. Gabby told us that ******* had paid the $1,600 bill to West Florida Hospital with payment number 0021521219. Gabby placed us on hold and called Parallon and spoke with "Ashley G." Gabby said that "Ashley G." would have their "Provider Services Department" contact ******* and that Ashley G. refused to transfer Gabby to that department.
  
  My daughter wrote a letter to HCA Florida West Hospital on 4/29/24 and enclosed the Durable Power of Attorney form documenting that she has my durable POA. She set out the background of the situation. My daughter told them that they needed to work with ******* to set the record straight and that they should not turn me over to collections. On May 31, 2024, a collections agency called my daughter.
  
  I have uploaded the hospital statement as well as the ******* EOB showing that they paid the $1,600. I want West Florida Hospital to correct this and stop collections.

  Business Response

  Date: 06/03/2024

  I have contacted our billing office, to review for a miss-applied insurance payment. Once I receive a response back from them, I will provide an update. Thanks

• Initial Complaint

  Date:03/04/2024

  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.

  The ER had patient insurance info at time of service. Hospital Billing Dept. is negligent in submitting the Hospital Services Claim for payment.

  Business Response

  Date: 03/18/2024

  Insurance information was obtained at time of service, but did not provide insurance policy number. This is not on patient's credit report. The account has recently been sent back to Blue Cross for processing.

   

• Initial Complaint

  Date:08/11/2023

  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 Not liable for this Debt with Florida Hospital, I do not have a Contract with National Recovery Agen / Florida Hospital. They did not provide me with original Contract that I requested.

  Business Response

  Date: 08/11/2023

   

  We do have an account with an outstanding balance. What was the original request?

  Thanks, Kathy

  Business Response

  Date: 08/14/2023

  We do not show anything on your credit report, from West Florida Hospital.  

• Initial Complaint

  Date:08/04/2023

  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 visited the HCA Florida West stand-alone emergency room in Myrtle Grove on Hwy 98 last night. All staff but the doctor were very polite and understanding. I have chronic conditions and know my body, and came in because I was in consistent 8/10 pain with a complete inability to move my head from the position it was in because my neck is stiff and completely stuck (sudden onset). The doctor barely spoke to me, did not have me fill out registration or consent forms until AFTER everything happened and I was being discharged, and would not allow me to leave unless I signed them. The doctor gave me medicines I did not consent to, ran 1 test, told me it was regular muscle pain and to take Tylenol. I have a musculoskeletal condition- I know regular muscle pain, as I have it constantly. The doctor implied that I was being dramatic and that this was not worthy of seeing a doctor for.

  Business Response

  Date: 08/04/2023

  Good Afternoon,

  I'm in patient accounting, and deal with patient complaints regarding billing.  Since, this is a complaint against the physician, I'm forwarding to our Emergency Room Director to review, and respond.

  Thanks, Kathy

• Initial Complaint

  Date:08/22/2022

  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.

  They lost all my belongings while I was at the hospital. They offered me a compensation but it does not even cover my I phone I am in need of some kind of help. I am a veteran and I did not expect this kind of service.

  Business Response

  Date: 09/09/2022

  The facility originally offered reimbursement in the amount equivalent to the phone that was lost and the individual had agreed to this amount. Additional clothing was purchased and a tactical bag was provided to the individual as well.
  
  
  
  The individual then called the facility several weeks later requesting reimbursement in excess of what was originally offered and agreed upon. The facility is unable to fulfill this additional request.
  

  Customer Answer

  Date: 09/09/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  
  Maria at this facility has from the beginning chastised me. I told them they lost all my most valuable documents and information. They left my valuables unattended in their nursing station. I had a I phone 12 and valuables that could not be replaced. The negligence of this facility needs some kind of justice. I'm a veteran of this country and this hospital treated me like I was a substandard person. What I was subjected to was a here you are and take this and leave. I still have not recovered from this due to my PTSD. So kind of justice would be nice. Sincerely. Lynn ******