Complaints

This profile includes complaints for Akron Children's Hospital's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Akron Children's Hospital

  1 Perkins Sq Akron, OH 44308-1063

• 

  Akron Children's Hospital

  2497 State Route 59 Portage Health Center Kent, OH 44240

• 

  Akron Children's Hospital

  5655 Hudson Dr Pediatric Urgent Care Hudson, OH 44236-4451

• 

  Akron Children's Hospital

  371 Cline Ave Pediatric Urgent Care Mansfield, OH 44907-1021

• 

  Akron Children's Hospital

  6076 Whipple Ave NW North Canton, OH 44720-7616

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:07/11/2025

  Type:Customer Service 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.

  Have been having issues with communication regarding my bill. I cannot afford the charges. I applied for financial assistance. I told them I didn't have access to certain paystubs, and I was assured a w2 would suffice. I was denied for not having the paystubs. I could not get another response from financial aid. Try to contact billing to make a settlement, and was given a canned response.
  Made a review on Google, and got a canned response to send an email to their customer service team. I sent an email and got no response.

  Business Response

  Date: 07/22/2025

  Hi - 

  Please see the attached response.  Thank you

  ******* ******, Manager 

  Akron Childrens Hospital

  Customer Answer

  Date: 07/22/2025

   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.

• Initial Complaint

  Date:06/28/2025

  Type:Service or Repair 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.

  Date of service - 1/20/25. Out-patient cardiology visit for a heart murmur was $3,380.14. It took me over 3 months for someone to tell me the correct reason why these charges are approximately four times higher than other places. Spoke to four different departments within ACH and got four different reasons.
  
  ACH should let the patient know upfront that they have facility fees. Other hospital systems do this - a simple letter would suffice. This is a courtesy to the patient and costs virtually nothing to them to do. Their attitude with this issue was one of factual information only - no compassion, no empathy, no attempt to make it right by willing to work with me by providing a discount or anything. Even with no discount, a genuine feeling of compassion or empathy, which they showed none of, would have gone a long way. After all, they are a hospital facility, supposedly in the business of caring. Very disappointed and I want to warn others of their charges and lack of empathy. I have since moved to an independent pediatric organization with much better caring, integrity, and transparency.

  Business Response

  Date: 07/09/2025

  Good Morning - 

  Please see the attached response.  Please let me know if you have any questions.  Thanks-

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

  Manager, Akron Children's Hospital

  Customer Answer

  Date: 07/16/2025

  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.

   

  I would like to briefly address the statement in ACH's response that, "All of our locations have signage that indicate the office is an outpatient location, meaning that there will be possibly be facility fees depending on the service(s) provided."  I did not see any signage at the office that I went to that stated that or anything that referenced the possibility of facility fees.  

• Initial Complaint

  Date:06/25/2025

  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.

  I have a special needs child with many mental health troubles, and I feel this hospital cares very little about her. This has gone on far too long, gave them benefit of the doubt when it's clearly not deserved. The now former psychiatrist was not addressing her needs, nor handling things with proper bedside manner.
  
  ADHD is never easy, and can take time to figure out, but this "doctor" brushes it all under the rug. Blaming it on behavioral problems that can be helped with proper medication changes, which he rarely addresses. Throwing all the blame on the parent, which today he put me down in multiple ways. I'm a grown woman, don't talk me or my child down.
  
  He was adamant on giving her medication, and now he's "not worried about the summer", my child has been suffering jumping around treatment to treatment. It takes time finding a good fit, not over night. All I ask is for some help, only to get belittled like I'm dumb.
  
  I have left this practice with no intention on ever returning. This hospital needs looked into, and hopefully soon. Especially in the mental health departments.

  Business Response

  Date: 07/24/2025

  Per the mother’s request, there will be no contact from the Billing Department at Akron Children’s. Additionally, due to the nature of her complaint, it was forwarded to the Patient Relations Department, which is the area responsible for responding to care issues. They have indicated that a message was received from the mother and it will be addressed through their usual process.

   

  I hope the above information is sufficient to answer all questions. Thank you for the opportunity to respond to these concerns.

• Initial Complaint

  Date:06/19/2025

  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.

  I am filing this complaint regarding a medical debt that was improperly sent to collections without proper notification or opportunity to resolve the issue directly.
  
  On June 18, we were contacted by Recovery Ohio, a debt collection agency based in Stow, Ohio, informing us that we owed $360 for a medical bill from Akron Children’s Hospital. This came as a complete shock.
  
  My son has been seen by the same pediatric practice for over seven years. Throughout that time—until the practice was acquired by Akron Children’s Hospital—we consistently received timely billing statements and paid them without issue. After the transition, that changed.
  
  I did receive an itemized bill by email on December 2, 2024, which I promptly replied to, stating that the charges were being actively disputed with my insurance provider. Due to the holidays and lack of response from the insurance company, the matter fell off my radar. However, at no time did I receive any follow-up phone calls or mailed notices from the hospital indicating that the balance remained unpaid or that it would be sent to collections.
  
  When I contacted Akron Children’s billing office after hearing from the collector, they claimed they made four phone calls and sent four letters. However, when I asked for documentation showing this, they refused to provide any proof. The only communication I have from them after they billed me is the original December 2 email.
  
  I was never given the opportunity to resolve this balance directly and would have done so immediately had I been contacted. I have never had a debt go to collections in my life, and this incident has caused undue stress and harm to my credit reputation—despite my good faith effort to address the charges.

  Business Response

  Date: 06/25/2025

  Good Morning - 

  Please see the attached letter as the response to the complaint.  Please advise if anything additional is needed.  Thank you - 

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

  Manager,Customer Service and Self-Pay

  Akron Children's Hospital

  Customer Answer

  Date: 06/26/2025

   I am rejecting this response because Akron Children's Hospital did not notify us of the bills despite having ample opportunity to do so. 
  
  1. I have asked Akron Childrens and they have been unable to provide proof that the statements were actually mailed to me. I did not receive them at my address. When I worked at a non-profit, we were able to provide receipts of letters sent to our donors. If we were capable of doing this, it is unconscionable that Akron Children's cannot do the same despite submitting this bill to collections and soiling my good name. 
  
  2.  I have checked my phone records and have not received any phone calls as stated. My wife checked her phone records and did receive two phone calls from Akron Children's on 12/20/24 and 1/10/25 at ************, however the voicemail that was left gave no details about why they were calling. We have been receiving phone calls recently from health providers to let us know about online resources that are available to us and assumed it was one of those. If they had stated it was about a payment we would have called them.
  
  3. Akron states that they loaded the invoices to my MyChart, however, I do not have MyChart access despite having requested it at the office. 
  
  4. My son has been to the doctor several times since these invoices were supposedly due, including after they were sent to collections, but no one at any point mentioned that we had a balance. If they truly wanted to contact me regarding payment, they had several opportunities when I was standing in their office.
  
  Additionally, my claim is supported by the fact that my son has been a patient at Pediatric Consultants (now Akron Children's West Ashland) for 6 years and we have never missed a payment or had any issues. It was only when Akron bought them out that their billing practices changed and caused this issue. My claim is also supported by the good credit that my wife and I have. We have never had a debt sent to collections in our lives and are sick to our stomachs that this has happened. 
  
  I have informed Akron that I am more than happy to pay them promptly now that I actually know about the debt. They only need to recall it from the collection agency. 
  
  
  

  Business Response

  Date: 07/01/2025

  Hi - 

  The response is attached.  Thank you.

   

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

  Manager, Self-Pay and Customer Service

  Akron Children's Hospital

   

• Initial Complaint

  Date:04/22/2025

  Type:Product 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.

  Billing Practices -
  
  In December 2024, we received a vague letter stating that a division of Akron Children's Hospital was changing billing practices and to refer to my insurance coverage. Since we have a strong plan, we assumed any changes from the previous $15 copay would be minor or would not impact us at all.
  
  In March 2025, my child informed me that they had an unpaid balance of over $500 on their MyChart account. We contacted our insurance company, which told us that Akron Children’s was billing as though my child had undergone an “on-site treatment like a procedure," rather than routine appointments with their provider — language the rep described as bordering on a "money grab." We were surprised that each of their visits was now $80. I immediately arranged for them to see a new provider outside of the ACH system. We paid the bill in full, which by then totaled over $600. On April 19, 2025, I called ACH and was directed to Jennifer in billing. She asked me to email my concerns, which I did that same day. She then followed up, saying she would speak with her manager on Monday, April 21. I have not received a response from the manager. Based on what we were told by our insurer, we are deeply concerned that this practice may reflect a broader shift in how ACHs are billing services, and it is not being transparently communicated to families.
  
  The attached pictures show our charges before and after the new year for reference.

  Business Response

  Date: 05/01/2025

  Good Afternoon - 

  Please see the attached as the response to this complaint.  Please advise if any additional information is needed.

  Thank you - 

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

  Manager, Akron Children's Hospital

• Initial Complaint

  Date:08/17/2024

  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 have two special needs children that undergo services at Akron Childrens Hospital. We initially paid out of pocket for medical expenses before obtaining secondary insurance that retroactively paid the hospital for my children's services. We now have a $550 surplus in our account which should be refunded back to us. However, upon multiple calls to the hospital they are refusing to pay us the $550 as they say they will not until all visits are paid for via insurance. With our two special needs children, this will never occur as they have appointments with multiple doctors each month. When this was pointed out to the hospital, they stated that they would put in a request to have our $550 refund paid back to us. This was four weeks ago and still we have heard nothing. This is an unfair and unethical business practice of refusing to provide refunds for services that have been paid for twice (first by myself, second by my insurance).

  Business Response

  Date: 08/26/2024

  Good Morning - 

  Please see the attached response.  Thank you.

   

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

  Akron Childrens. Hospital

  Customer Answer

  Date: 08/26/2024

   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.

  Thank you.

• Initial Complaint

  Date:06/24/2024

  Type:Sales and Advertising 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 daughter was referred to your cardio clinic for post covid care. She had several work ups done at the Cleveland Clinic but they did not have a pediatric post covid clinic. I went the the office had testing done and came to the same conclusion as out previous doctors. All of her covid bills were being covered by the government as part of the relief package. I called eleven times to have the coding corrected, my doctor even called them to code it correctly to be paid. They failed to fix the coding even though I provided the information needed. My credit is being negatively impacted and I cannot get anywhere calling.

  Business Response

  Date: 07/02/2024

  Good Morning - 

  Please see the attached response to the complaint.  Thank you.

• Initial Complaint

  Date:04/18/2024

  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.

  Hello,
  
  Thank you for taking the time to listen to my concerns. Our family has been going to your Tallmadge office for 15 + years and specifically seeing *** ****** as my two kids primary care Doctor.
  
  To start out, it is very hard to reach anyone by phone and you are often left on hold or in a queue, for lengthy periods of time when trying to schedule any appointments or ask the office questions. (Typical is 40+ minutes)
  
  Yesterday my daughter, had a migraine in the morning. Her school asked if she had ever been seen by a Dr. in relation to this issue. I told them we had and they suggested getting a note that from her Dr. stating they were aware that she experiences migraines and is prescribed a prescription for them.
  
  So I proceeded to call the Tallmadge Akron Children's Office. I was informed that *** ****** refused to write such a note, which I find strange considering the number of prescriptions/ refills she has written our daughter and the multiple visits they have had to discuss her migraines, with the last one being on February 22nd.
  
  On February 22nd, I called and made our daughter an appointment to be seen for a sick visit. While she was there she brought up the fact that she was still getting migraines. On top of the migraine medicine previously prescribed, ** ****** suggested vitamins that might help. ***** has been taking those prescribed vitamins since her visit, approx. six weeks. ** ****** told her to take them for three months and if they did not seem to help she would write a referral. That day, she left with a note for school saying she was seen for a sick visit. NO other paperwork was given to ***** regarding her visit, what they had discussed or a referral.
  
  When I spoke with the office staff yesterday they kept insisting that our daughter already had the referral even though it was never provided to her. I spoke with ** ****** myself regarding my daughters migraines at my sons appointment on February 28th. She told me the same thing, she was instructed to take the vitamins for three months. After three months she said our daughter could make a return appointment to see her or message her on "My Chart".
  
  The office staff that spoke to myself and my husband were rude and kept denying what our daughter was told during her visit. I understand she is 18 now and considered an adult, but she goes to school full time and is involved with sports directly after school. It is hard for a high school student to find time to make a phone call or visit to her Doctor's office. Not to mention, that this was not an issue on February 22nd when I called to make my 18 year old an appointment, nor was it an issue when I spoke with *** ****** face to face on February 28th. This office never gave me a hard time when scheduling appointments, picking up shot records or asking questions before until yesterday.
  
  We are asking that a letter is sent to her highschool confirming that *** ****** is aware that our daughter suffers from migraines. We are also requesting the referral that was supposedly given to her is put in her "My Chart" account or sent to her email ASAP. We need to get something scheduled with a Neurologist.
  
  Our family is upset with the outcome from our office calls on April 10th and the lack of professionalism from the Tallmadge office. I have left our contact information below and we appreciate your time.

  Business Response

  Date: 04/25/2024

  Dear ******:
  
  On behalf of Akron Children’s Pediatrics, I apologize for the frustrations you have had regarding care for *****. We strive to make every patient experience a positive one, and we want to learn from the times we fall short. We apologize for the long hold time that you experienced. We are working with our Telecom department to add additional options on our phone system to hopefully reduce hold times for our families. 
  
  Due to *****’s age, we are legally unable to share medical information with anyone without a release of information signed by *****. Our Tallmadge Supervisor, ********, reached out directly to ***** who indicated nothing else was needed at this time.   
  
  Thank you for being a loyal Akron Children’s Pediatrics patient family.
  
  *** *******, MSSA
  ACHP Operations Manager, Central Region
  Phone:  ************
  ***************************
  

  Customer Answer

  Date: 04/25/2024

   I am rejecting this response because:
  
  
  I made multiple call to Akron Children’s to between October 2023 until the date of my complaint, ***** was 18 during those calls and no one ever said they wouldn’t speak to me. It’s interesting to me that suddenly we are treated differently. 

  ***** did receive an email message from your office. She is currently at her local high school from 7:30 am until 3:00 pm then directly goes to softball practice and games. Is your office available to speak with her at 7 pm or on weekends so she can get the referral she has been waiting over 30 plus days for because she experiences migraines??

  Please provide us with a time that will work for our 18 year old student to contact your office that does not conflict with her schedule.

• Initial Complaint

  Date:01/04/2024

  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 October 17th my 5 year old daughter had an echo done on her heart. Prior to the procedure, we called for an es***ate on price. They would not provide a price only a huge range that was not acceptable, if I recall over a 1000-1500 dollar range. We had the procedure that was required by my daughter’s dentist to get her teeth fixed. When we received the bill it was massive, when we called for explanation or help, we’re not provided any. They just kept saying the bill is what the bill is. When we asked for the es***ated they provided they did not give us any and said they’d provide a recorded call, they did not. When we asked to have to bill lowered they refused. We even spoke to them about setting up a payment plan, when we gave the amount we could pay per month they said no and they would send us to collections. We offered 100 dollars per month. This is unacceptable to me and we should not have to pay things blindly without being given an accurate es***ate prior to the procedure. Just told us they don’t do that unless we request to pay out of pocket and not use insurance, poor customer/patient service, no explanations and no help.

  Business Response

  Date: 01/10/2024

  Hi - 

  Please see the attached letter in response to the complaint.  Thanks - 

   

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

  Akron Children's Hospital

  Business Response

  Date: 01/11/2024

  [BBB transcription via attachment]

   

  Below is the response to the concerns raised by *** ******** with respect to billing questions referenced in BBB complaint ID ********.  
  
  The patient, *******, was seen on 10/17/2023 by Akron Children’s to have a test performed in cardiology.  The facility charge for this test is $3,062.00.  The claim was submitted to their insurance carrier, Aetna, who processed it and applied $2,633.32 to their deductible.  Aetna paid $0. Mr. ******** has paid $100.01 currently.  Since we are in-network with Aetna, we are not required to provide an es***ate of services under the No Surprises Act.  We have, however, always provided an es***ate upon request for services scheduled in advance.
  
  On 10/16/2023, Financial Counseling was contacted by Mrs. ********, who requested an es***ate.  The counselor verbally provided an es***ate for the service, reflecting a financial responsibility of $3,3003.98 for the facility portion of the service.  The es***ate was based on the insurance information available at the ***e and was more than the actual financial responsibility of $2553.31.  Financial Counseling does not record their calls, so we cannot provide a recording of the conversation, but the call was documented in the account notes and the es***ate can be viewed in our system.
  
  On 1/4/2024, Mrs. ******** contacted Customer Service to request a discount.  We do not discount bills unless the family qualifies for financial assistance under our Financial Assistance Policy.  She also wanted to discuss payment options.   At this point, our standard policy allows for payment plans up to 18 months.  Payment plans must also have a minimum monthly payment amount of $25.00.  Given the current amount due, the payment plan of 18 months would equate to $140.74.  She had indicated that this was not acceptable.  
  
  We are willing to adjust the account balance to $1,800 to enable a payment plan of $100 per month for 18 months. We will also contact the family to set up the payment plan by taking the first payment.
  
  I hope the above information is sufficient to answer all questions.  Thank you for the opportunity to respond to these concerns.
  

  
  

• Initial Complaint

  Date:08/22/2023

  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.

  My daughter had x-rays taken at Akron Children’s Hospital for a toe fracture. We had our own crutches and borrowed a friend’s boot to protect her toe from further injury. At a follow up visit a few weeks later I asked how much the hospital’s boot would cost because I could purchase one online for around $100. I was advised to call the Akron Children hospital billing department. Upon calling the billing department, they were unable to help me and said they should’ve been able to tell me the cost of the boot at the facility. I then asked how much I should expect to be billed for the services. The person helping me said she would call me back with a total price. She never called me back. I received a bill and asked to be put on a payment plan, during the conversation, the person helping me said my payment plan would pay my bill in full and there would be no further charges. Three weeks later, I received another bill, asking me to pay an additional amount. I spoke with an advocate about the situation, and she said she would look into it and call me back and not to pay the second bill until I hear back from her. I still have not heard back. I don’t want my account to go to collections but I don’t think I should have to pay the second bill, i’m still not certain of what the cost of the boot is. How can medical services be all smoke and mirrors when it comes to being transparent about pricing? No one ever knows what they’re paying until after the fact. one thing I did learn is that if I call the financial person at the hospital, they can give me a price breakdown prior to billing. I have never tried that so I don’t know how true it is.

  Business Response

  Date: 08/31/2023

  Good Morning - 

  Attached please find our response.  Please advise if anything additional is needed.  Thank you.

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

   

  Customer Answer

  Date: 09/03/2023

   I am rejecting this response because:
  
  
  I believe the lack of responsiveness from Akron Children’s Hospital at the start of the billing process delayed the entire process. The miscommunication when I agreed to the payment plan made it worse because I was told that was everything I owed. My auto payments will continue until that amount is paid in full. No more.