Complaints

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

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• 

  Hackensack Meridian Health

  343 Thornall St Edison, NJ 08837-2206

• 

  Hackensack Meridian Health

  705b Anderson Ave Cliffside Park, NJ 07010

• 

  Hackensack Meridian Health

  98 James St Edison, NJ 08820

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:05/22/2024

  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 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 *****

• Initial Complaint

  Date:03/30/2024

  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.

  On March 29, 2024, Hackensack Meridian referred my account to a collection agency for a balance of $35 for services rendered on January 24, 2024. They never sent me a bill for this balance until March 29, 2024. The bill arrived in the mail on the same day as the threatening letter from the collection agency and it was backdated to February 24, 2024. Hackensack Meridian's practices are unethical and unreasonable.

  Business Response

  Date: 04/24/2024

  This complaint has been received. An Experience Advisor communicated with the patient directly and resolved the matter. 

• Initial Complaint

  Date:02/27/2024

  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 was billed directly instead of the bill being directed to my insurance. I called my insurance to make sure it wasn't expired and it wasn't. After calling multiple numbers and being redirected, I cannot get a hold of someone to help me with my billing ****************: aetna Grantor number: ***********

  Business Response

  Date: 03/06/2024

  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: 03/12/2024

  
  Complaint: 21354078
  
  I am rejecting this response because:

  
  I called in and they directed me to the brick location not ******* so I wasted time and haven't gotten any help yet.

  
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:02/06/2024

  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.

  Tried to set up and verify my payment options but was assisted by a very rude customer support agent named candiz/*******. Right from the start, she already had an attitude when she answered the called and upon hearing my accent which is a total discrimination. She then proceeded to be sarcastic when I asked her which account number should I give since I have three. She even dropped the call when I told her I can't understand the line since it was cutting. ****, she didn't call me back to help with the resolution. Called them back and the line was totally okay. She has this technique where she can make the line cut for her not to talk to customers. Customer support is not the job for her if she's bringing her bad day at work and discriminating people based on their accent.

  Business Response

  Date: 02/14/2024

  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:01/11/2024

  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.

  TOOK MY CHILD TO HACKENSACK MERIDIAN HOSPITAL, ALL WENT WELL. I RECEIVED MY BILL AND PAID. THEY KEEP SENDING ME SAME BILL OVER AND OVER. TODAY I CALLED TO ADVISE HMH THAT I PAID ON 11-24-23 CHECK CASHED ON 11-27-23 ON THE THE CHECK WAS WRITTEN ACC# AND PATIENT'S FULL NAME.FOR ME THIS IS A COMMON PRACTICE FOR THIS HACKENSACK MERIDIAN HOSPITAL. I HAVE EXPERIENCED THIS MANY TIMES AND THIS MUST STOP UNLESS THIS IS VIEWED AS A MEANS OF PROFIT. WELL, IT NOT CLEAN PRACTICE. IF YOU READ THIS, GO TO ENGLEWOOD HOSPITAL OR ********* HOLY NAME FRONT DESK TELLS YOU, YOUR INSURANCE IS ACCEPTED AND YOU ARE COVERED BUT THE DOCTOR IS OUT OF NETWORK. DON'T THEY KNOW? OH WELL, ITS THE PATIENT PROBLEM IN MY OPINION, YOU, MAY WANT TO GO ELSE WHERE

  Business Response

  Date: 01/22/2024

  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:11/17/2023

  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.

  This healthcare group, one of the largest in ********** is now playing a game of chicken with Aetna health insurance that is affecting existing patients. We we have been using them for many years, however, we were just turned away from an appointment, saying they no longer accept Aetna whole health plans. It seems like this just started two weeks ago, patients were not notified, and they seem to be using patients as pawns in an attempt to negotiate with ***** over this plan and is currently not accepting the plan without having notified existing patients. Healthcare access is being disrupted.

  Business Response

  Date: 12/05/2023

  To whom it concerns, 

  I am writing in response to the Better Business Bureau's notification to Hackensack Meridian Health of this complaint. In an effort to ensure patient confidentiality, we have acknowledged this with the complainant in writing on 12/4/2023 and will work directly with the patient/ her spouse to ensure resolution. 

  Please contact me at ************ if I can provide further clarification. 

  Thank you for bringing this to our attention. 

  Customer Answer

  Date: 12/14/2023

  
  Complaint: 20885196
  
  I am rejecting this response because:

  While they did contact me and give me a point person to talk to, They have not been able to bring this to a resolution. They did send me a letter letting me know that they no longer accept my insurance plan just as they said originally, however Aetna insists that they do and the providers are credentialed to use that plan so I am still stuck. 
  
  
  
  Regards,
  
  ***************************

  Business Response

  Date: 12/28/2023

  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:05/23/2023

  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.

  Greetings,
  I have ****** ****** insurance for health care. I had a physical in 2021 and never received a bill because I was told that the office was an ****** ****** participant. I returned again in November 2022 for an annual physical. The office receptionist took my health insurance and I assumed that everything ok.
  
  In early February 2023, I received a bill for $ 378.00 for the annual physical of November 2022. I have called the office with no response. I called the number on the bill to hear multiple times to call ****** ******. Upon calling ****** ******, I was informed that the doctor who conducted the physical is out of network. Somehow the bill went away when I looked at my account. Now I am being receiving the same bill again for the physical. I have attached the statements with the names of the individuals who I spoke to regarding this bill. Thank you.

  Business Response

  Date: 06/01/2023

  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: 06/06/2023

  [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,
  
  
  ***** ********