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Business Profile

Health and Wellness

Mohawk Valley Health Systems - St. Luke's Campus

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Health and Wellness.

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 0 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:07/21/2023

    Type:Service or Repair 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.
    On May 2, 2023 I was scheduled to have procedure done with my ob/gyn Dr.******. I arrived at ******** and was preped for my procedure with no issues. Dr.***** came in to introduce himself and ask a few questions, then I was off to complete my procedure. Upon waking up after my IUD removal and reinsert procedure, I discovered my front right tooth was loose. The first day I thought to give it a extra day because I know I was under anesthesia and it does effect your whole body. The next day, My tooth was still loose, so I called ******** and spoke to a nurse on the ambulance unit by the name of ******** who spoke to her nurse manager *****. I waited 2 days to hear back from Someone regarding my concern and got no response. I called a gain on day 4 after my surgery and spoke to nurse ******** again, who stated she passed my information to her nurse manager once again. I did not speak to ***** but I did receive a call from Dr.*****. I expressed my concerns to Dr.***** and he said sometimes your teeth get loose after anesthesia. Never an apology nor a resolution to fix my tooth. I went to my dentist and was told.the tooth was broken and would need to be pulled out. The only option to fix my tooth would be an implant. Due to the tooth being cracked. Dr.***** was informed of this information and still offered no apologies nor a resolution to fixing my tooth.

    Business Response

    Date: 07/26/2023

    The hospital is doing an internal review of this date of service and has reached out to the patient to advise we are looking into this matter and will reach out again once the review is completed.

  • Initial Complaint

    Date:02/19/2023

    Type:Customer Service 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 was discharged after complaining about an issue I had with a nurse and with communicating with my primary doctor. I wanted to see if we could switch something or address several concerns I had but they decided to just kick me to the curb. Even if this doesn't help me reach a resolution, at least others can come here and see this to make sure it doesn't happen to them.

    Business Response

    Date: 03/09/2023

    Please be advised that I am forwarding this complaint to our Risk Management department for review and response. I cannot assist with clinical issues. Please contact patient advocate Donna J****** for further information.  Her email address is **************************** Thank you. Kimberly A**** MVHS 

    Customer Answer

    Date: 03/09/2023

    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 because I have found another primary care provider and my complaint has been sent to the correct department so hopefully someone else doesn't experience what I did when a patient at the Seneca Turnpike clinic. 

    Regards, 

    ***** ******

  • Initial Complaint

    Date:10/26/2022

    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.
    About a year ago, I went for an annual woman's exam that was supposed to be covered 100% by my insurance. The doctor included an extra procedure code that my insurance does not cover 100%. After many hours of phone conversations with my insurance copy and different persons at MVHS (billing office--at least two-three different people in that department alone, attending nurse and office manager), they still refuse to adjust the codes so that the procedure would be a covered charge. So I am left to pay out of pocket the balance of what should have been a covered expense.

    Business Response

    Date: 01/10/2023

    Good afternoon, In response to your letter dated 12/28/2022, patient is responsible for $37.69 that her insurance left as her deductible on the covered labs only. Patient is not being billed for the 2 labs her doctor ordered but her insurance didn't cover. 

    Customer Answer

    Date: 01/11/2023

    I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
    This is not even part of the complaint.  My complaint is in regards to the three codes (per my insurance company) that the doctor included as part of the exam that the insurance said were not covered as part of the annual women's exam.  My women's exam is supposed to be a covered expense at 100%.  For some reason the doctor entered codes that were not a covered expense from my insurance company.   The doctor's office is in network and therefore needs to honor the financial agreement of covered expenses with the insurance company.  

    Regards, 

    ***** ****
     

Mohawk Valley Health Systems - St. Luke's Campus is NOT a BBB Accredited Business.

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