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:04/21/2025

  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.

  Private gym accident (fault of my own) in Dec 2022. The insurance policy I had at the time did not cover ** visits. I contacted the hospital and advised I would need to pay out of pocket. Bills came in 2023 from healthcare affiliates totally pertaining to the ** visit. The ** visit was 4 hours in length. I saw a physician assistant only--no MD. I received an x-ray that showed no fractures and there was no other radiology. I received a pain pill that gave me nausea and fainting when I was discharged and went home. I paid everything I was billed for in 2023 that entailed 3 checks of over $500 each. Three years later, I get a new bill declaring a balance of $1715.20. I mailed copies of the checks to the hospital showing I paid everything I was billed for. If they did not have a centralized billing group at that time, not my fault and not my problem! List of charges outstanding showed over $200 for Salon Pas Licudine patches?! They are double billing me repeatedly and this is nothing but harassment. It needs to stop. I do not owe anymore and my responsibility is zero. Also, when I mailed everything certified mail, it was ignored as most of my emails were! I do not want anything to do with this hospital again and would choose urgent care going forward. This is based on un-organization of their billing group as well as sheer greed!

  Business Response

  Date: 05/21/2025

  Good morning,

   

  Despite the patient's insurance not covering ER visits and the patient paying other providers, we have adjusted the balance to zero due to the length of time to bill the patient because her insurance did not process the bill. I hope this will satisfy the patient's concerns. The balance is now $0

  Sincerly,

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

   

  Also ***** ***** is no longer with UHS, Please address future correspondence to ***************************************

   

  Customer Answer

  Date: 05/21/2025

   
  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.
  
  Sincerely,
  
  *** ********

• Initial Complaint

  Date:03/17/2025

  Type:Order Issues
  Status:

  UnresolvedMore 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 12/12/24, I presented to Henderson Hosp. (Gallaria location) for outpatient surgery. ******** paid the 80% it owed and I paid the 20% I owed. ******** denied payment of $110.00 for two *********, because they do not pay for oral medication given to a patient in outpatient surgery. I am disputing this charge with Henderson Hospital and have requested a complete medication audit. The audit should include 1) the name and title of ******* ordered it, 2) where in the hospital and the time was it ordered, 3) what was the documented indication for this medication, 4) what time the medication was administered and the documented effect on the patient, 5) a copy of the chart where this information is documented, and 6) the basis for the $110.00 charge when the retail value is $1.98.Also, when I presented to Pre-surgical testing, I signed a paper concerning medications not covered by insurance. Please provide a copy of my signed document. Thank you.***** ******** ************ ************************

  Customer Answer

  Date: 03/23/2025

  On March 21, 2025, I received a message from "****".  He left a phone # to call back.  The phone # was not a direct line.  Trying to reach him required waiting and pressing multiple  **********prompts.  I did not get through.  He asked for the Henderson File number.  ****, you couldn't find that with my name, address and date of service -   double checked with the amount ******** paid, the amount I paid and the remaining unpaid $110.00 for two *********?  Just a thought. Henderson Acc't # **********
  

• Initial Complaint

  Date:03/12/2025

  Type:Customer Service 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.

  03/11/2025 I was taken by ambulance after a scooter accident in which I hit my eye and head. My backpack and jacket and face covered in blood. The paramedic had to insert needle 3 times because I kept telling her my arm hurt and was scraped and she grabbed it anyways roughly. 3 times needle inserted. Bruised and swollen the next day and could barely move my arms. I was not given anything to try to clean it off and the dried blood pulled at my forehead and eye soo badly and was bruised and swollen the next day. I have two large gashes in my forehead. I had a beanie on during the er visit because I heard some people complaining. I was told to get out of the wheel chair. Then sat and dosed off. Heard people calling my name. Had a hard time telling what direction and I had trouble seeing and walking. Dozed off again and heard someone complainbm I dropped ****** gauze but I didn't see where it was. After about 3 hours I realized I was surrounded by people who were contagious sick and sick of complaining about my bleeding. I realized I was right by the door. I couldn't remember why I was waiting anyways so figured I'd leave since everybody around me kept complaining. I know next time if I am bleeding or struggling to walk NOT to go to the emergency room unless I have my own gauze, wheelchair, and preferably can think straight. I was only 2.7 miles away from home. Took about an hour on my scooter. Finally got home and passed out. When I woke up I remembered they never gave me the results from my scan. Requested those and waiting. Considering how much insurance pays for a visit I'm not sure why injured and contagious are seated in the same room like cattle nor why there was no wheelchairs for me or why I was shamed into leaving because I was bleeding. I thought that's why you went to the hospital? One of the cuts on my eye is still bleeding a day and a half later. The anxiety of going to another doctor is way too high to want to risk going through ant of this again.

• Initial Complaint

  Date:03/03/2025

  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.

  They sent 13k bill to collections for a visit that never happened. I've disputed and never received anything other than a bill they sent before. How is a bill that anyone can type up proof? Every time ive been there for services I've had to sign a bunch of documents at the time of intake or discharge showing I understand whoes responsibilities are whoes. If I was seen for that supposed visit, where's those documents with my signature? Where's my pic of ID and insurance card (not just copies from other visits either, but a copy from that day? Why are they not sending proof just keep saying it's legit with no other recourse? Not ok. This is my life they are messing with. If I was there then why didn't they use my insurance or bill it in a timely fashion? I have ******** and they didn't even bill them first? Why?

• Initial Complaint

  Date:01/06/2025

  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.

  To Whom It May Concern,I am writing to formally lodge a complaint regarding the care I received at Henderson Hospital. I visited the hospital after experiencing a persistent headache for five days. Despite two doctors agreeing that further testing was necessary and the medical notes indicating findings on my imaging, I am being discharged without a proper diagnosis or any meaningful follow-up care.The hospital is attempting to attribute my ongoing headache to a medication that I was not even taking when my symptoms began. This conclusion appears unfounded and dismissive of both the documented findings and my continued symptoms.Throughout this process, I have made several attempts to contact risk management, leaving multiple voicemails, and I was denied access to a patient advocate. I feel as though I am being hastily discharged without proper consideration of my condition or a clear plan to address my ongoing symptoms.Furthermore, the neurologist I spoke with was highly unprofessional. He dismissed my concerns, refused to discuss my care further, and abruptly left the room, slamming the door. This behavior was deeply unsettling and unacceptable.I am concerned that I am being sent home without a proper resolution and that my condition may worsen, forcing me to return to the hospital. As a patient, I have the right to thorough, respectful, and adequate care, and I believe that Henderson Hospital has failed to provide this.I request a prompt investigation into this matter and a clear plan for appropriate follow-up care to ensure my health and safety.

  Business Response

  Date: 01/17/2025

  Dear ******* ******, 

  Thank you for the taking the time to express your concerns, please also additional time to complete a through investigation.

  Henderson Hospital. 

   

   

   

• Initial Complaint

  Date:12/12/2024

  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.

  Unfortunately Henderson Hospital case management team doesn't know what they're doing. They told me that after my 97 year-old mother broke her leg and had surgery that she doesn't qualify with her insurance for rehabilitation only for skilled nursing. I found out a few days later from the insurance company that that was a blatant lie that ***** in case management along with **** who supported her told me and just outright lied through their teeth. My mothers insurance does take rehab rehabilitation but now that she came home she's not able to go to rehab rehabilitation unless she's coming directly from the hospital they said. So they gave me erroneous and bogus information and lied through their teeth several times about what my insurance or her insurance actually would cover so they put me between a rock and a hard stone !So the fact is if I wasn't lied to blatantly by the case management team I would not be in the position I am right now and my mother would not be suffering as much as she is either. So now I'm forced to put her back in the hospital so she can go out to a rehab rehabilitation center thanks to the inefficiency of Henderson Hospital BAD ***************

  Business Response

  Date: 12/17/2024

  Thank you for the email, please allow us time to review and investigate in order to provide you a response. 
  
  Henderson Hospital
  
  

  Customer Answer

  Date: 12/31/2024

  I was never send any type of correspondence or information to confirm that I wanted to either continue or anything about this complaint. I did not want to close it without any type of finality. Henderson Hospital called me up to get some information and thats the only thing I ever heard about this. The BBB never sent me anything for confirmation so please continue this or open it up again or I guess Ill have to file another complaint and complain. Also about the BBB not doing their job as Well.

• Initial Complaint

  Date:09/23/2024

  Type:Billing Issues
  Status:

  UnresolvedMore 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 at Henderson Hospital in June **************************** the throat. It is a "standard procedure " which ******** or ************** pays a flat rate for.************* finally got the bill covered but PlusFour doesn't understand this. ************* said the bill shouldn't have been separated out where part went to ******** and the other to *************. If the Henderson Hospital did more CT scans than necessary for my visit then I shouldn't be charged as I reported to the ******************************. I asked ************* to take this from ************ The internet has two addresses for ************ so I am going to try the second one. I put jn writing to ************* to take this from PlusFour and since I am indigent by law they are not supposed to be allowed to deny me. This implicated Henderson Hospital aa well for improper billing and abusing me because I am indigent. ______^This has also been sent to you for ************

  Customer Answer

  Date: 09/23/2024

  I was told by the Henderson Hospital staff that since it was COVID-19 (June 2020) and *************** was overloaded and this was a "standard procedure " that was guaranteed coverage by *************** since I am indigent that it was going to "save *************** some trouble during COVID-19 and take tax write offs on all indigent people coming in with this sort of thing. 

  They may have both taken the "COVID-19 required tax write off " and billed me. So this would mean that when ************* got this covered by suing *************** they were double billing and got paid twice. 

  Reported to ****************************** since it involves Henderson Hospital failing to report my legal guardian was abusing me as well as ******** fraud 

  Business Response

  Date: 09/27/2024

  Dear Ms. ************************* you for allowing Henderson Hospital to address your concerns. We did attempt to contact to discuss your concerns in detail. Please reach out to our **************** at ************ so we can discuss your account in more detail. 

  Thank you,
  

  Henderson Hospital

   

  Customer Answer

  Date: 09/30/2024

  I already contacted Henderson Hospital about this back in 2020 and I an still being billed fraudulent. 

  I was there for an object lodged in the throat so when ************* forced *************** to cover the bill the whole Hospital visit was covered so they need to tell PlusFour the bill should not have been split out and cancel what PlusFour has.

  *************** pay ** a flat rate and is not allowed to split out the bill. 

   

   

  Customer Answer

  Date: 09/30/2024

   
  Complaint: 22315601
  
  I am rejecting this response because:

  I already contacted Henderson Hospital about this back in 2020 and I an still being billed fraudulent. 
  
  I was there for an object lodged in the throat so when ************* forced *************** to cover the bill the whole Hospital visit was covered so they need to tell PlusFour the bill should not have been split out and cancel what PlusFour has.
  
  *************** pay ** a flat rate and is not allowed to split out the bill. 
  
  Sincerely,
  
  ****** ************

  Customer Answer

  Date: 09/30/2024

  I know I can take them to court for "padding the bill" with unnecessary scans because I told them as soon as I got there that *************** was how I was going to pay so they should have known better than to pad the bill either unnecessary scans. 

   

  They are not allowed to separate it out.

   

  That's patient abuse as well as improper billing. 

  Customer Answer

  Date: 09/30/2024

  I've been o. Social Security Disability since 2010 (I  spent 4 days in ******** with an IV in me) and then when I came out of Western State Hospital in ************************************************ my uterus FYI 

  So Henderson Hospital knew I was indigent when I showed them my ******** A card and that *************** was obligated to cover it (the ambulance bill was covered)

   

  This scan was done at Henderson Hospital.  It was for an object lodged in the throat which is a standard procedure. 

   

  Customer Answer

  Date: 09/30/2024

  I made the ***************************************** the throat 

  Customer Answer

  Date: 10/02/2024

  I have contacted Henderson Hospital about this bill.

  Here is my proof. 

  it looks like I will be taking them and PlusFour collection agency to court 

  Customer Answer

  Date: 10/03/2024

  I seng this to PlusFour. 

  If they don't accept it today then it is acting illegally and I have to take then to court (even if Sen ************* says to do this)

   

   

  Customer Answer

  Date: 10/03/2024

  I seng this to PlusFour. 

  If they don't accept it today then it is acting illegally and I have to take then to court (even if Sen ************* says to do this)

   

   

  Customer Answer

  Date: 10/04/2024

  You should ask the doctor directly.  He told me directly that he was going to take a tax write off because *************** is overloaded and it's going to be covered so not  to send the bill.

   

  Also ask if HE was the one who ordered the second scan. 

  He might tell you he didn't. 

• Initial Complaint

  Date:09/13/2024

  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.

  My father, ***** *******, was hospitalized here in late August, and died on August 27th, 2024. While he was in the hospital, the physicians did not contact his family, with the exception of one, in particular, Dr. ****** Most critically, on the night of Friday, August 23rd, 2024, I spoke to the nurse for room 2214 and stressed the urgency of speaking to a physician (who have no problem billing people). *******, the nurse for bed 2214, said she would pass the message on, but urged me to call the next morning, during physician rounds, in order to assure a phone call. The nurses admitted that it was often difficult to prod a physician into calling family members to apprise them of a prognosis or relay clinical information. I called on August 24th, several times, as instructed and conveyed my urgency. I live in **********, *******, and wanted to assess if travel was necessary. My brother, who lives in Henderson, and was a secondary contact, also did not receive any information through my father's stay, despite requests to speak to a physician. None of the rounding physicians, nor his hospitalist who rounded on the morning of August 24th, called me back. I was ill-informed (or not informed at all) about my father's condition and the only information I could ****** was from the nurses, who were unable to provide much in the way of a clinical prognosis. My father died two days later. I was able to speak to one doctor after he was transferred to ***, but by then, he had lost all brain activity. I don't know who the doctor is who rounded on August 24th, but I have complaints in with the state and am seeking an attorney. Dr. ********* *******

  Business Response

  Date: 09/17/2024

  Ms. *******, 

  My condolences for your loss.  Thank you for allowing Henderson Hospital to respond to your concerns. As you did voice your concerns through various avenues a letter was mailed to you on September 3, 2024, addressing your concerns.

  Sincerely, 

  Henderson Hospital.

   

   

   

• Initial Complaint

  Date:07/15/2024

  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.

  Henderson hospital filed a lien against me for non payment when my health insurance company paid the hospital bill and it has been closed out since 2019. The company will not allow me to talk to their legal department nor fix the issue. Henderson hospital filed a lien against me when a zero balance is due. They told me I had to have attorney contact them to correct the situation.

  Business Response

  Date: 07/22/2024

  **************************, 

  Thank you for your email and for allowing Henderson hospital to address your concerns. While we work diligently to complete your request an interim email and response was provided to you. 

  Please let me know if you have any additional questions.

  Thank you, 

  UHS Western Region CBO

  Customer Answer

  Date: 07/25/2024

   
  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.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:07/01/2024

  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.

  Henderson Hospital acknowledged and continously sent that they were owed $4,128 from me. I finally got amount together, and paid them in full on 5/22/23.I then get a bill for services received on 12/13/23. I never went to Henderson Hospital, nor any other facility in the *** Division of hospital and/or healthcare services. They placed an amount of $2,276.40 for 12/13/23 for services NEVER RENDERED, NOR RECEIVED BY ME, ***********************************.Henderson Hospital then started demanding money in the amount of $904.00. Henderson Hospital on documentation states being owed an amount of $4,128.00 from me, ***********************************. I fully honored the demanded amount. Henderson Hospital CANNOT THEN ALTER NOR CREATE FAKE CONTRACTS after my proper conduct of paying was accepted based on their original terms.They created a fake services dated 12/13/23 to try and get more money out of me.Finally based on THEIR previous balance was $10,320.00. They were paid a total of $7,564.40 by United Healthcare on 4/19/23 and 5/11/23 respectively, and then I paid a total of $4,128.00 on 5/22/23. That is a total paid to Henderson Hospital in the amount of $ *********. Yet, the billed amount is $10,320. An overpayment of over $1,372.40.

  Business Response

  Date: 07/10/2024

  ************************, 

  Thank you for allowing us to respond to your concerns. I have attempted to reach out to you several times to review your account. Please reach out to our customer service department at ************ so that we can better assist you. 

  Thank you. 

  Customer Answer

  Date: 07/10/2024

   
  Complaint: 21920942
  
  I am rejecting this response because:

  This hospital has NOT attempted to contact me, as the last correspondence was from ****** and ******, a debt collection agency. Henderson Hospital has been paid in excess, and refuses to reimburse me the excess, and also made up fake services on 12/13/23 in the amount of $904 when I never had visited that hospital or any UHS facility in ** or any other state after 7/15/22.  I have no desire to engage over the phone as verbal is not solid. I again expect what I have stated in the first complaint to be fully executed in order to be satisfied that Henderson Hospital has remedied their gross misconduct and errors. 
  
  Sincerely,
  
  ***********************************

  Customer Answer

  Date: 08/12/2024

  Business had NO desire to solve problem they created. Rather than to apologize, and take corrective measures, they wanted to "talk about it". There was nothing to discuss, they could correct the wrongdoing or not....they chose to NOT!