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:01/10/2025

  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.

  I have a medical debt from a collection agency on my credit. I never once received a phone call or a piece of mail from where I had a surgery I was under the assumption that they filed my insurance and they did not. And they will not answer the phone. I’ve had the same insurance for 10 years. There is no way they had my number or address. I don’t know what to do.

  Business Response

  Date: 01/31/2025

  We have
  completed our review of the account in question dated October 13,
  2022.   Despite multiple attempts, we could not obtain and verify the
  correct address, phone number and insurance information for this account. 
  However, once the account was processed by our centralized billing department,
  the correct address was obtained, which is the same current address noted by
  the person lodging this complaint.  Statements were sent to this address
  on 11/28/2022, 12/26/2022, 2/9/2023, and 3/9/2023 with a final notice being
  sent on 4/6/2023.   Our centralized billing department did not
  receive any response from any of the statements sent to this address.  There
  was no response that gave us information about insurance coverage or any
  dispute or request for clarification.   Our process was followed and
  the account was turned over to collections on 4/28/2023.   The only
  phone call our billing department received was from the spouse on 4/26/2024,
  but information could not be given to the spouse because the billing department
  did not have authorization to speak to the spouse about the account.  
  
  Our process was followed and while we do not like
  turning any account over to collections, we did not see any other option.  
  

  Business Response

  Date: 02/03/2025

  Also to add is that anything on Mr. _______________ credit report should be retracted.  

• Initial Complaint

  Date:06/13/2024

  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 1/1/24 I went to tennova hospital because i was in excruciating pain. i had to be wheel chaired in because i couldn't walk from the pain. after be checked in i sat in the waiting room for over an hour. after sitting there moaning and screaming from the pain i was finally called back to have my blood pressure checked and temp. this took less than 5 minutes and was then told to wait out in the waiting room. another hour passed and still screaming in pain, i never saw a doctor and decided to leave. no one ever came to check or see if there was anything they could do. months late they send me a bill for **** for the 5minutes to check blood pressure and temp. i called and said i don't feel this was right. was told they would pass my concern to appropriate person. few months later i get a bill again. i called again and was put on hold while the lady i was talking to went to talk to someone about it. she came back to the phone and pretty much told me triage said to bad i had to pay it. i said this wasn't right! told her i would pay it but i'm filing a complaint with the BBB. the lady said fine and hung up. i still don't believe i shouldhave to pay $*** for no service. i just paid *** and will pay what i can next month.

  Business Response

  Date: 06/26/2024

  This patient checked into our Emergency Department at 02:04 AM and was triaged at 02:34 AM and at 03:07 he was called back to see the physician, however he chose to leave before the physician had an opportunity to access his medical condition.. He was here less that 1 hour.  There were 4 other patients that checked in at the same time he did and they all were seen within 1 hour of arrival. This patient was billed for services rendered correctly. Please be assured that timely quality care, patient safety and compassionate service are our highest priorities at North Knoxville Medical Center.

   

  Sincerely,

  Teresa ****** Patient Advocate

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

  Customer Answer

  Date: 06/26/2024

   
  
  Complaint: 2*******
  
  
  
  I am rejecting this response because: I was there more than 1 hr. I don't know how you can say I was seen at a certain time and when I left. I sat there for more than an hour after my temp and blood pressure was taken, being in extreme pain didn't seem to matter to anyone either.. was even told that all beds were taken and it would be awhile before I would be seen by anyone. I still don't believe anyone should be charged that much just to have temp and blood pressure taken. that is ludicrous. I know you will never agree with me and you will always think you are right and that's your choice, but I strongly believe you are wrong in this case. I will pay your ludicrous bill but trust me I will NEVER recommend your services. I will never come back to this place, I would rather drive the extra miles and go downtown. I've always heard bad things about tennova and now you have proven them correct!!! so since you feel you are correct in your services just send me the bill for the balance and i will pay the dam bill!!! just hope no one else gets treated the way I was!!!!!!!!!
  
  
  
  Sincerely,
  
  
  
  William ********

  Business Response

  Date: 06/28/2024

  We stand by our Medical Record and what we have already submitted in response to this gentlemen's complaint.

• Initial Complaint

  Date:06/07/2024

  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.

  on monday 6/3/2024 i went to have a chest xray done at tennavo north , because i had fallen a few days earlier, i have tried many times(6) to get some one to call me back with information on the results, nobody has yet to call back. could you please check on this. and call back *** *** ****

  Business Response

  Date: 06/12/2024

  The Director of Risk Management called M** ***** on
  Monday, June 10, 2024 to further discuss his concerns.  Afterward on the
  same day, the Director of Risk Management discussed M** *****’s concerns with
  the Office Manager who was able to facilitate getting the x-ray results to Mr.
  ***** by approximately 2:30 PM that afternoon.  We apologize for any
  frustration experienced by M** ***** while he waited for his results.  We are
  grateful M** ***** brought this to our attention so this issue could be
  resolved.  We are committed to meeting the expectations of those we
  serve by providing excellent care and services.  

• Initial Complaint

  Date:08/04/2023

  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’m not liable for this debt with North Knoxville
  Medical Center. I do not have a contract with Paragon Revenue Group they did not provide me with the original contract as I requested.

  Business Response

  Date: 08/09/2023

  Patient Advocate has attempted to reach this patient several times by phone and he does not answer and he has no voicemail. A letter will go out to the patient explaining why hisTennova North accounts have been transferred to Paragon Collection Agency. I have attached the letter. 

• Initial Complaint

  Date:06/21/2023

  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.

  Hospital was very dirty, I had to throw the bloody towels on the floor instructions from a nurse. Bathroom filthy. No one came in to room for over 2 hours. No explanation of what was going on. Most horrible experience ever. My husband had to run into hall and yell for someone to come in because I was choking on my own blood. The blanket was covered with what looked like dog hair. The nurse said they were busy although when I went to the bathroom so many empty beds. I just don’t understand. Awful! I hope and pray that I never have to go there again. I took pictures because I didn’t want people to think I was lying. The Doctor was a traveling doctor, very scary to be in this situation. The nurse handed me a pill I asked what it was she said she didn’t know but would look.

  Business Response

  Date: 06/28/2023

  On 06/22/2023 Patient Advocate called Ms* **** and apologized for her experience and assured her that her concerns would be investigated by the appropriate leadership of the hospital. The Emergency Department Director received the complaint and identified the personnel and spoke with the entire department on maintaining cleanliness in our work space. A follow up letter was sent to Ms **** *n 07/28/2023. (see attachment). The grievance has been closed.

• Initial Complaint

  Date:09/19/2022

  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 wife visited OBGYN Leonard B., MD at Tennova North Knoxville Medical Center as a new self-pay patient on 7/22/22. We scheduled the appointment several days in advance. We were told the doctor's visit would be $150 which we paid in office at the start of the visit. During the visit, a nurse ordered a urine test and the doctor ordered a basic blood test to determine her blood type and didn't tell us what the cost would be. Within a few weeks, the doctor's office charged us $39 extra for the doctor's visit on top of $23 for the urine test and blood test. I understand the cost of the blood and urine test, but there was no explanation for the $39 extra office fee beyond what we were told in good faith when we scheduled the appointment and paid at the office. Over a month later Tennova North Knoxville Medical Center sent us an additional absurd bill of over $1,000 "marked own" to $230 as a self-pay patient for the blood type test. The cost of a simple blood type test ranges between $15 and $50 (I paid $20 for a similar test at another clinic as a self-pay patient). Even online, MD Save specifically lists it as only $19 for their clinic. This cost is extremely inflated and is included on top of the extra fees the doctor's office already overcharged. I tried contacting multiple people and departments at the doctor's office and hospital to find out why we were overcharged and why they violated the No Surprises Act by not informing my wife of the cost ahead of time before ordering the blood test when they knew she was self-pay patient, and this was an appointment scheduled in advance. No one was able to help us or give us any explanation for this absurd overcharges. I filed a complaint against the hospital with the federal government for violating the No Surprises Act since there was no one willing or able to take accountability for overcharging my wife.

  Business Response

  Date: 10/18/2022

  Business Response /* (1000, 7, 2022/10/04) */
  We are currently working on a response and should have this soon. Thank you.
  
  
  Business Response /* (4000, 10, 2022/10/10) */
  North Knoxville Medical Center is committed to providing quality care for every patient who comes to our hospital. Patients have the right to express concerns and expect resolution in a timely manner.
  
  Out of respect for the privacy of our patients and our responsibility under federal patient privacy laws, we are not able to publicly comment on any individual patient matters such as that you have forwarded to us. However, we can share what we do to investigate and resolve any concerns that are raised.
  
  We take all concerns very seriously. Our hospital has a formal process for reviewing and resolving grievances in accordance with national guidelines set by The Joint Commission and Centers for Medicare and Medicaid.
  
  Concerns are documented and fully investigated by administration. Follow up is conducted with any individuals or departments where concerns were raised, and medical issues are reviewed by clinicians. The patient is mailed a letter documenting their concern and the findings of our Investigation.
  
  We appreciate our patients and want them to have a good experience with our hospital, from arrival through discharge.