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:11/05/2023

  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 was scheduled for a single balloon endoscopy, to cauterize active bleeding,as an inpatient customer at ********************************************* in Camden. The test was to be performed at 11:15 am on Friday 11/3/2023. I was taken down to the OR area at 1 pm and made to lay on a ****** until 225 pm. At that time I ASKED what the delay was about in my procedure. Then,and only then, was I told they did not have the proper equipment to to perform my single balloon endoscopy. ***********************, second in command to ***********************(who was unreachable), is the person who told me they were trying to get the part from ********* Hospital which was unattainable. This lack of preparedness and proper protocol in knowing what is in inventory AT LEAST the day before is shameful and dangerous. I was not allowed to eat from 6pm and not allowed to drink from midnight Thursday evening. After they finally confessed their incompetence NO ONE offered me a glass of water or a morsel of food. I have never seen such a bunch of inept, incapable, inhuman people in all my life. Their lack of professionalism is only surpassed by their disregard for people in general. They left me with zero guidance as what to do next and hurriedly sent me back to my room. This is how they solved THEIR problem.

  Business Response

  Date: 11/15/2023

  Please allow this email to acknowledge communication received from the Better Business Bureau dated, November 5, 2023, regarding a complainants concern. The information you have provided is very important to us, and we appreciate the opportunity to provide you with a response. Please be assured that this matter will be shared with the complainant, and we are actively working to provide you with a response as soon as possible. Should you have any questions during this time, please do not hesitate to contact me.

   

  Again, thank you for taking the time to inform us of your concerns.

• Initial Complaint

  Date:08/11/2023

  Type:Product 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.

  On 6/30/2023 I was scheduled for surgery.. I paid $965.71 by check for the fee at the time of admission. The surgery was cancelled by the doctor a few hours later. The nurse instructed us to go back to the admin office to get our check back. The girl said I just have to process it in the computer and you will get your money refunded. After a few weeks I saw the money was withdrawn on 7/5/2023 by Cooper and as of 8/9/2023 no refunded has ever been processed. I have called 3 times asking for my money back and have been given the run around. I was initially told it takes 4-6 weeks and Ill get a paper check back. Never happened. Then I was told that it was refunded and they have to see that I cashed it. I never got it. Then after requesting to speak with a supervisor who only said her name was ******* she told me the same things above. All lies. I called and spoke to the Customer relations person who was very understanding and she referred me to ****** *** but she didnt call me it was another lady who stated the same nonsense. She claimed nothing happened that I was never issued a refund and that it was magically processed yesterday and she stated that it takes 6/8 weeks so again with this. I asked her had I not called I would have not gotten my money back and she said that is correct. I will never get my money back and no one cares. They all say the same thing. (Well it has to be approved. It was approved. You got the check, the check went out on the 30th. It could take a year before we issue a refund. You have to wait 4-8 weeks. We dont know.) All of this was told to me and not one person takes any responsibility for giving me my money back. I want them to refund my money now and should not have to be told that I will not receive it and that it could be up to a year before this happens. This is totally unacceptable and I want my money returned immediately and will drive to Camden to pick up the check.

  Business Response

  Date: 08/22/2023

  Please allow this email to acknowledge our completed review of the communication received from the Better Business Bureau dated, August 11, 2023, regarding a complainants concern (ID ********. We will connect with the complainant and work to address her billing concern. We will provide you with the outcome of our follow up at the conclusion of our review.

  Thank you for taking the time to inform us of this concern. We appreciate having the opportunity to address the complainants concern.

  Customer Answer

  Date: 08/22/2023

  
  Complaint: 20455159
  
  I am rejecting this response because:
  I have repeatedly spoke with them with no resolve.  They have not produced my refund and as promised previously by ******* that she would call me with my refund status.  As of today. no refund has been issued.  They have kept my money since June.  I require a full refund within 15 days.  This email response says nothing.  It is not acceptable.  
  
  Regards,
  
  *****************************

  Customer Answer

  Date: 09/05/2023

  I only received on previous request for information that I responded back to you.  You never responded to me. 
  
  Cooper did contact me and issued me my refund check so this case is resolved per my request.  You can close the case as satisfactory resolved
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:02/23/2023

  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.

  Cooper Hospital has been very unprofessional. They restricted me from seeing my fiance while he just went through a 10 hour spinal cord surgery. First they restricted all visitors for him. Well then I was there 2 times after that. I guess they forgot they had that restriction in place. So the third time, the 2nd day after his surgery they said I couldn't see him. So now it went from no visitors at all to he can have visitors now, just I am restricted from visiting. And the reason why I am you ask. Well that I have no clue. First they were telling family members they found something illegal after I was there. Which is a total lie. I found out today that I am being restricted because of a "questionable incident when I was visiting and it looked like I may have been trying to go in the bathroom with him." Now I can for sure guarantee u that is not what went on. I simply made sure he was ok after I heard him yell from in the bathroom. I was never trying to go in the bathroom with him. And to solve all of this there was a big camera on wheels positioned at the foot of his bed recording everything. I have begged and please with so many ppl to just view the camera footage. It is so cruel that Cooper is doing this. I feel like this isall a game to them or some sick joke being played on me. Me and my fiance are very close and always together. Him being there alone is VRY DETRIMENTAL TO his recovery. And not to mention non has *** said anything to me about anything I did wrong. Also if they thought I was a threat why did they not make me leave the night it happened? That night with the bathroom, I was there until about **** pm even though visiting hours are only until 9. So what I don't get is how can they now all of a sudden after I have been there twice say , " whoops my bad we shouldn't of let u see him. And I have called every patient relations number just to get transferred to the next person al the way through five people and end up a the first person I talked to.

  Business Response

  Date: 03/10/2023

  I am writing to follow-up on complaint ID ******** received from the Better Business Bureau Serving ********** (BBB) dated, February 24, 2023. In order to review the matter fully, we reached out to the complainant and her fianc (the patient), as well as Security and Nursing leadership. After an internal investigation, the restriction was deemed appropriate and consistent with corporate policy. We were unsuccessful in connecting with the complainant, but left our contact information for her.  We did speak with the patient who stated he understood why the restriction was placed. We provided the patient with our contact information so that he may reach out for future assistance. The patient has since been discharged.

  Thank you for offering us the opportunity to provide you with our follow up.

• Initial Complaint

  Date:08/09/2022

  Type:Product 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 had a test done and there was something noted on one of the test results. I emailed the dr. I got one response.I sent him a follow up email because I needed help to follow up on his instructions. So far the doctor has not contacted me.This complain is about the ** department in Mt ******, *********************, the physician involved at the ** department and the fact your pt representative department is so overwhelmed it is hard to reach them to get assistance in pt related issues.I know Cooper wants to be this big complete community health center, but I don't understand why people there do not follow thru to help pts get the care they need.I have had several great experiences. I don't understand what is going now.

  Business Response

  Date: 09/14/2022

  Please accept this correspondence to acknowledge communication received from the Better Business Bureau dated August 30, 2022, regarding a consumer concern. The information you have provided is very important to us, and we appreciate the opportunity to provide you with a response. Please be assured that this matter has been shared with the consumer and we are actively working to provide you with a response as soon as possible. Should you have any questions during this time, please do not hesitate to contact me.

   

  Again, thank you for taking the time to inform us of your concerns.

   

  Customer Answer

  Date: 09/14/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***********************