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Business Profile

Hospital

Hackensack Meridian Health

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Hackensack Meridian Health's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 28 total complaints in the last 3 years.
    • 13 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:03/07/2025

      Type:Billing Issues
      Status:
      Resolved
      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.
      Hackensack Meridian Health continues to bill us for my husband's doctor **** in the amount of $300.00 from 06/03/2024. Our insurance company has informed us that the only amount owed out of the $300.00 was $163.25; which was paid by ******** Insurance in January 2025. Hackensack Meridian continues to bill us for the $300.00. We've had numerous calls to Hackensack Meridian, to ******** Insurance and to Horizon BCBS. We have received the bill eight times.There was another amount that they billed on top of this bill in the amount of $340.04; from 01/16/25, which we paid in full on 2/26/25. Hackensack Meridian put that amount to the other bill from 06/03/24 in the amount of $300 and put the $40.04 toward the bill from 01/16/25 and now they are saying we will owe the $300.00 for that bill. Please help us get this resolved. We do not want this on our credit report, nor do we deserve to, as it is Hackensack Meridian's problem, but it is our problem as they continue to bill us. Thank you for your time and assistance.

      Business Response

      Date: 03/20/2025

      This complaint has been received. To ensure confidentiality, an Experience Advisor will communicate directly with the patient or the patients authorized representative and respond accordingly.

      Customer Answer

      Date: 03/24/2025


      Complaint: 23036157

      I am rejecting this response because: 

       

      **** called me this afternoon.

      She said she is taking care of our issues.

       

      Thank you for all of your assistance in this matter.





      Regards,

      ******* ****

      Customer Answer

      Date: 04/10/2025



      Better Business Bureau:

      We received the statement with a zero balance. This Complaint has been resolved to our satisfaction.

       

      Thank you so much for all of your assistance in this matter.



      Regards,

      ******* ****

    • Initial Complaint

      Date:01/31/2025

      Type:Facilities 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 was a patient at Hackensack Hospital in Hackensack NJ for 1 week. The hospital lost my bag containing my dentures, phone, coat, and clothes. I spoke with the nurses, and security and they were not able to locate my belongings. I am not able to eat solid food without my dentures, and without my telephone it took 3 days to get in touch with my sister to let her know I was hospitalized. I expect to be reimbursed for my belongings.

      Business Response

      Date: 02/18/2025

      This complaint has been received. To ensure confidentiality, an Experience Advisor will communicate directly with the patient or the patients authorized representative and respond accordingly.

    • Initial Complaint

      Date:11/19/2024

      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.
      11/29/23 went to Dr. ****** Doctor is in network. I paid copay at time of service. I received bill for $765 and on 4/6 paid $360. I got another bill. I thought it was a duplicate. 5/30/24 I received a collection notice. I called ***** @Hackensack 6/6/24 she asked for new **** and they said my doctor was out of network. I called my insurance they assured me he was in network. I refaxed an EOB, and my insurance refaxed an **** 7/2/24 ****** Hackensack supervisor spoke to insurance to reprocess claim. 9/20/24 spoke to ******, Jun, ****** and ******* On 10/1/24 spoke to ***** and was told the *** was received and review by the team. 2-3 weeks for determination. 10/9/24 spoke to *** and she said I still owed $500! Called today spoke to ******* I was told the insurance needed to send a new recoup **** Called my insurance and was told doctor was in network and Hackensack has the **** I refaxed ****

      Business Response

      Date: 12/03/2024

      This complaint has been received. To ensure confidentiality, an Experience Advisor will communicate directly with the patient or the patients authorized representative and respond accordingly.

    • Initial Complaint

      Date:09/04/2024

      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.
      ******* cu I was billed by quest for ******** **** nunber ********** I was not aware of these charges and I was mislead that everything would have been paid for.I was told by the front desk everything was cover.I need this resolve asap. or I will need to escalate this issue DAte 05/19/24 CPT Code *****

    • Initial Complaint

      Date:08/26/2024

      Type:Billing Issues
      Status:
      Unresolved
      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 5/20/2024 I saw one of my providers in Hackensack Meridian Health Group. I have ***** and ********. I received a bill from Hackensack on June 24, 2024 the balance on the bill $86.20,did not match my ******** EOB, $17.29. I have called Hackensack Meridian health eight times and sent two emails regarding this matter. I was told they would review it and it should take 2 weeks, now 2 months later they reached out and I was told to call ***** for coordination of benefits, which I did. I called Hackensack back then I was told I needed to call ******** coordination of benefits, which I did and they still have not fixed the issue. When you view the bill it makes no sense there are more credits then charges and still a balance higher than what I am obligated to pay. Hackensack Meridian is the ONLY provider that I have had any type of billing issue with. They show a balance of $86.20 while my ******** EOB shows a maximum out of pocket of $17.29. I am enclosing two bills I received from them, one lists ***** as primary the other lists ******** as primary but balance is same on both bills. I hope you can help with a resolution.

      Business Response

      Date: 09/17/2024

      This complaint has been received. To ensure confidentiality, an Experience Advisor will communicate directly with the patient or the patient’s authorized representative and respond accordingly.

      Customer Answer

      Date: 09/18/2024



      Complaint: ********



      I am rejecting this response because:

      A representative from Hackensack Meridian Patient Experience reached out to me on September 13th to review my complaint.  I explained my concerns. Even though it’s not the correct amount, I let her know that I paid the bill in full. I paid because I was now being contacted by a debt collector. I was told she was reaching out to a billing specialist and would get back to me.  

      I reached out to the Patient Experience representative on September 18th to follow up as I had not received any communication since her initial call.  The representative reviewed billing specialists notes that I was to contact Medicare and MSP Contractor. I advised her that nobody had communicated this to me and I have already called both my insurance companies and don’t know who MSP Contracting is.  

      The representative spoke of escalating this, I feel this should have already been escalated.  I have been bounced around since June with no answers, reluctantly paid a balance that is $68.91 higher then it should be because they sent it to a debt collector.  I feel this should have been resolved by now. There is an EOB that states my max out of pocket is $17.29.  Hackensack Meridian is the only provider I have had a problem with.  I have done all I can to get this resolved.  I ask that I be reimbursed the $68.91 that was overpaid and incorrectly billed immediately.  







      Regards,



      ********* ******** 

    • Initial Complaint

      Date:07/27/2024

      Type:Sales and Advertising Issues
      Status:
      Resolved
      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.
      Frequently, we have been getting automated calls early in the morning from HMH reminding us about different health items, many of which don't apply to us!Please remove our number, ************, from your automated calling list!

      Business Response

      Date: 08/08/2024

      This complaint has been received. To ensure confidentiality, an Experience Advisor will communicate directly with the patient or the patients authorized representative and respond accordingly.

      Customer Answer

      Date: 08/09/2024

      [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,

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

    • Initial Complaint

      Date:07/16/2024

      Type:Billing Issues
      Status:
      Resolved
      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 paid Hackensack Meridian Health Medical Group ******************* located in ************, ** the sum of $110.94 in payment of my bill under Account no. *********. I was advised that I had been billed incorrectly and would be due a refund of $91.87. I was told that my refund was approved on April 17, 2024 and should receive my refund within 8-12 weeks. It has been 12 weeks since my refund was approved and when I called them on July 17, 2024 I was told my refund was just approved an it would take another 8-12 for my refund to be received, for a total of 24 weeks since I made the overpayment. Every time I call I get a different story.

      Business Response

      Date: 07/23/2024

      This complaint has been received. To ensure confidentiality, an Experience Advisor will communicate directly with the patient or the patients authorized representative and respond accordingly.

      Customer Answer

      Date: 07/26/2024


      Complaint: 21997896

      I am rejecting this response because:
      I have received a phone call Hackensack Meridian but as of this date I have not received my refund.  I am told I should have by August 9.  When I get it I will let you know.


      Regards,

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

      Customer Answer

      Date: 08/12/2024



      Better Business Bureau:

      FYI I finally received my refund from Hackensack Meridian.  



      Regards,

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

    • Initial Complaint

      Date:07/12/2024

      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 was charged for radiology instead of it being billed to my health insurance. ******************* number *********

      Business Response

      Date: 07/22/2024

      This complaint has been received. To ensure confidentiality, an Experience Advisor will communicate directly with the patient or the patients authorized representative and respond accordingly.

    • Initial Complaint

      Date:07/10/2024

      Type:Product 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 received a bill from Hackensack Meridian for services rendered on July 10th and 11th 2023. They did not submit to my insurance correctly so they billed me the full amount which was paid by me by me in September of 2023. My insurance paid the bill after it was finally submitted correctly to the insurance. I have called 4 times to get a refund for the overpayment and each time they tell me it will take 10 weeks to process. My first call was in January of 2024. I still have not received my money back!

      Business Response

      Date: 07/17/2024

      This complaint has been received. To ensure confidentiality, an Experience Advisor will communicate directly with the patient or the patients authorized representative and respond accordingly.

    • Initial Complaint

      Date:05/22/2024

      Type:Product Issues
      Status:
      Resolved
      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 correctional Jaw surgery on August 25th 2023. Before having the procedure, my surgeons billing department stated that I had to pay ***** out of pocket since they could not bill my insurance after the procedure was done. In February 2024, I called the hospital billing department regarding a bill I had received in the mail. They mentioned that I did not have a balance in my account but that I did have an overpayment of ***** (what I paid out of pocket). The person I spoke to on the phone mentioned I would have my refund in 4-10 weeks. I have not received my refund and have contacted the billing department numerous times to try to get this resolved. They mentioned the 4-10 weeks is an approximation that they have to say to patients and that it is not necessarily accurate. After 2 months of contacting them for follow **** they mentioned it would take 4-10 weeks to have my refund approved and then another 8 to have it released to my account. Every single agent that I have spoken with has given me a different story or contradicted what a previous agent had said. I just want my money back.

      Business Response

      Date: 05/30/2024

      This complaint has been received. To ensure confidentiality, an Experience Advisor will communicate directly with the patient or the patients authorized representative and respond accordingly.

      Customer Answer

      Date: 06/06/2024

      [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,

      Genesis *****

    Hackensack Meridian Health is NOT a BBB Accredited Business.

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