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:11/15/2024

  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.

  Last week I went into kennestone hospital. Upon arrival i notified the desk nurse in the ** her nurses needed to step up a little. She called security on me. Today 11/15/2024 I went to the ** due to me being rear ended in a car accident. I sat in the floor at the help desk because I couldn't feely left leg. The nurses walked up and said "get up" I told her I couldn't feel my leg I can't get up I was in a bad car wreck. Her supervisor came over and started yelling at me and telling me I couldn't talk or anything that I needed to be quiet. After getting my vitals checked the nurse wheeling me to the waiting room hits my leg on a machine that hurt bad. I told him I wanted someone that I felt more comfortable with to assist me. The supervisor starts yelling we are not treating you we are done leave. She told me I was a racist. I never called anyone racist. While I crawled out of the hospital crying in pain they continued to yell and talk about me.

• Initial Complaint

  Date:11/02/2024

  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.

  On Nov 2nd 2024, I went to an urgent care that stated I need to take my son to the nearest ** due to the swelling in his face. I went ahead and did the online checkin for Kennestone hospital at 12:32. I arrived at the ** at 1:15pm and let the nurse know we were sent from urgent care. My childs vitals were taken and she advised us to wait in the other waiting room because I also had my 4 month old baby with me. ******** the nurse stated rooms were being cleaned and we will be taken back. We waited until 1:38p in the waiting room. I went to the desk and asked how much longer I was then told with a rude disposition that it is first come first serve. There was no one else in the waiting room. Other patients were going back before us as well. I then waited another 45 mins went back and asked what time did I check in I was told 1:38pm. I went back and waited another *********************************************************** front of the desk waiting area. There was a different nurse I asked how much longer she was rude as well and said its based on medical needs and all newborns go ahead. Which was okay. Then a doctor from the hospital comes out from the back and grabs his child from outside stating that the mom said she rolled her ankle outside. The child is also walking on this foot. The other child vitals were taken and she was immediately seen. The other nurse at the desk which was a person of color like myself intervened and stated to the nurse that she will flip the 2 empty beds in the back so my son will be seen while Candy does triage. Which she did and we were seen immediately. My child and I were discriminated against because I asked how long the wait was but also because of the color of our skin by nurse ******** and Candy. My son was not seen until 4pm because they decided to play favoritism and because I complained. This is not okay in a health facility. I am requesting time stamps from everyone that came in after my child to pursue legal action.

  Business Response

  Date: 11/11/2024

  Hello - this matter has been forwarded to the hospital Patient Relations Dept.  They have reached out.  see attachment.  

  So that these matters can be handled quickly, please forward patient complaints to ***************************************************************.  She is the Manager over Patient Relations.  Please remove my name as a point of contact for future complaints as I am not in that department.

   

  Thank you,

  *****

• Initial Complaint

  Date:09/12/2024

  Type:Product 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 boyfriend was in Kennestone Hospital from September 2 - 5, at which time I received little-to-no communication from any of the staff. In those four days, I had no clue as to what was going on, what tests they did, nothing. It was like pulling teeth to get any information whatsoever, or someone to return my many calls. When I finally did get to talk to someone, I couldn't even understand what he was saying - was it English? Not sure - didn't sound that way to me! In fact, none of the staff in that hospital spoke where we could understand what they were saying! Unbelievable! Do you know what it's like to be on pins and needles not knowing if your loved one is going to be o.k.? And, without even consulting me, they started to process his release papers before I knew what tests, if any, they had conducted.This whole experience was just so unnerving and unreal! I want it to be on record of what a totally unprofessional hospital this is. To not be able to communicate with anyone, or have to try to figure out the language barrier, completely unheard of!I would never, EVER return to this hospital! This is AMERICA, for God sake! AMERICA!

• Initial Complaint

  Date:09/03/2024

  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.

  **** 18th this year my disabled wife of 38 years took a ride to Kennestone Hospital in Marietta Ga.I helped load her into Metro unit in the AM that day and gave the first responders her cell phone, SS card, ******** card, her GA DL and her debit card in a small black velvet bag.Later that after noon I got a voice message from her on the 5000 line over there not her cell phone. She stated that "they want to take me somewhere and she was going to refuse to go".I never once received any communication from the Doctors or hospital.I called Metro and questioned them after the hospital couldn't locate her. They stated they couldn't tell me because of HIPPA bull s**t. Wrong thing to say when I'm well prepared when it comes to our POA all ways avail in my phone. The manager in the Wellstar patient porthole would not allow me to access the program when I'm the one who set it up for her. I was looking for my wife and wanted to see who discharged her and to where !For three and one half days I heard NOTHING !On Friday the 21st I get a call from a gal in ******, Ga 175 miles away at 610 PM requesting a copy of our POA. She sends me an email stating she was with ***************************** and was requesting the aforementioned. I told here "no for now". I eventually sent it via email after they let me talk to her. She told me that she was on a 72Hr observation. Well that turned into 250 + hours her coming back unannounced ! the following Friday via cab or something. I was not home and they had to break into my home and call a friend to watch her until I arrived home. I have still yet to received and calls for this crazy stunt. I never got and ID's returned ! just the cell phone.YOU CAN'T MAKE THIS STUFF UP PEOPLE !!Any bills that comes from anyone involved in this stunt will be ignored. 250 miles ? OMG !

• Initial Complaint

  Date:03/11/2024

  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.

  I was wrongly acquited and accused of being mentally ill by staff at th mental hospital dpartement in Kennestone Wellstar Hospital, and I overheard one of th nurses say under their breath that I am here involuntarily and that I am a bad person Th staff has mental issues not us, were we are th clients we should be assessed fairly and treated like human beings

• Initial Complaint

  Date:11/15/2023

  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.

  To Whom it may concern,This letter is to inform you that I recently received a copy of my credit report that your company publishes and after reviewing it I found a number of items on the report that are inaccurate. The accounts in question are listed below. Please send me copies of the documents that you have in your files as of this date that you used to verify the accuracy of the accounts listed below.KENNESTONE HOSPITAL ACCT #: *********** BAL. $574.00 Under the Fair Credit Reporting Act, 15 U.S.C. ****g I have the right to demand that you disclose to me all of the documents that you have recorded and retained in your file at the time of this request concerning the accounts that you are reporting in my credit report. Please dont respond to my request by saying that these accounts have been verified. Send me copies of the documents that you have in your files that were used to verify them. If you do not have any documentation in your files to verify the accuracy of these disputed accounts then please delete them immediately as required under Section 611(a)(5)(A)(i). By publishing these inaccurate and unverified items on my credit report and distributing them to 3rd parties you are damaging my reputation and credit worthiness.

• Initial Complaint

  Date:07/14/2023

  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 am on a payment plan from surgery in October 2022. Recently when I have an appointment with my doctor and pay the copay, Wellstar redirects the payment to the balance on my payment plan and then bills me for the copay. Although when I go to the doctor and pay the copay I get a receipt that says I paid the copay, then I am billed for it again. Next appointment I paid through MyChart when I was prompted to pre-pay my co-pay and again the copay was applied to the payment plan. The billing department says I should have told the receptionist taking my payment to apply it to my copay, but that is exactly what i was doing. My receipt and the payment history on my chart has the indication of paying the copay. I have asked that billing apply the payments properly and remove the notice for me to pay the copay again, but they are not correcting the issue. As i have a serious health issue and needed to see my doctor monthly and now each 3 months this will continue unless it is resolved. I have the payment plan set up and the payments are auto drafted each month so there is no reason to redirect my copay payments. Please help me get the $45 payment from the June 8th payment and $30 payment from the July 13th payment applied to my copay, and have the second billing removed. [attached Payments - copay and pre payments for appointments shown] Attached rebilling, payment plan paid on time, Convo with Billing

• Initial Complaint

  Date:05/22/2023

  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 have been paying off my hospital bills to Kennestone for years and have automatic payment set up for it monthly. They send it to collections without even notifying me or trying to help me resolve the issue that I had no clue about. Apparently they weren't dispersing the money evenly to each bill so thats why it went into collections.

  Business Response

  Date: 07/17/2023

  Kennestone was not in receipt of the initial compliant because it was addressed to a point of contact that is no longer with the hospital.  We are actively investigating this matter.

• Initial Complaint

  Date:03/16/2023

  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.

  Hey Kennestone Hospital is reporting false information and I do not owe them the amount they claim i owe. I don't know why they are reporting this debt on my credit report as this is a violation of my privacy. They do not have a contract with my signature that shows I owe them. I would like these accounts ***********, ***********, *********** deleted from my credit report from experian, transunion, and equifax. This is hurting me from being approved for a home loan as I am a single mother with 5 kids. Please help.

• Initial Complaint

  Date:02/22/2023

  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 ************************** Advantage Plan(PPO) says my copay for Imaging is $20 unless in a hospital. If in a hospital, then it's $100. At both the Wellstar Vinings and Wellstar **************** centers they required me to agree to a $100 copay to preregister for my appointment. Calling them and explaining my insurance copay was $20, not $100, only got me told that they understood my insurance, I was wrong, & I should call my insurance company, not them. Repeated calls uncovered that these stand alone imaging facilities are billed through their Hospital ******************* Either they are trying to deceive me and my insurance company just to get $100 rather than $20 for their service OR they are irresponsible and incompetent in their training of their billing employees. One of their helpdesk billing employees who I finally got to was sure it was the latter. She said that she had to learn by her own research that bills like mine should be $20 not $100. She stated they had expressed training concerns to management before. When I asked to be transferred to a complaint department I was on hold for 40-45minutes and was hearing other conversations on the line and never had anyone answer. I have waited for over an hour on their scheduling line. All of these experiences point to systemic sloppy, inattentive, management. That is of serious concern when it is in a major healthcare organization. I moved my original appointment from Vinings to Cherokee because I was not told that my insurance required a 5day pre-approval window by the original Wellstar scheduler who had my insurance information. Just another example of sloppy, inattentiveness in a major healthcare organization. Or perhaps, an organization so focused on cost ******************** that customers, quality, safety, etc. become only secondary concerns.