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Business Profile

Health and Wellness

Cedar Park Regional Medical Center

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 6 total complaints in the last 3 years.
  • 2 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:12/03/2024

    Type:Customer Service 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.
    I was admitted to Cedar Park Regional Medical Center Emergency due to severe abdominal pain and was diagnosed with a kidney stone. Initially, I was treated with ********************** (15 mg) for pain relief, but because my pain persisted, the doctor administered **************** (4 mg). I immediately began vomiting after receiving the morphine. The doctor informed me that some people are sensitive to narcotics, so she switched me to ************** and prescribed Hydrocodone-************* tablets.Despite taking the prescribed medications, I continued vomiting. The doctor advised me to wait and return to the hospital as part of the same visit if the symptoms persisted. She also prescribed ******* for pain relief. After taking the *******, I vomited again, prompting my return to the hospital later that evening.Upon my return, I was treated by a different doctor *** acknowledged that narcotics could cause issues for some individuals. The doctor administered ********************** (15 mg) again, which resolved my symptoms, and I was discharged.I received two separate bills: one for the August 29th visit and another for the August 30th visit. After contacting the billing department, I was told to wait for my insurance to process the claim. When I followed up, I was informed that the claim for the August 30th visit had been rejected, citing vomiting as a symptom of my kidney stone. This is inaccurate, as vomiting only occurred after narcotics were administered, and I had no vomiting before the treatment began.The decision to deny my claim seems to have been made without a proper review of my medical records. The doctor had clearly indicated that the follow-up visit was part of the same treatment plan.I reached out to billing department again and was connected with a hospital representative, *** assured me he would look into the issue and follow up. However, after several weeks and numerous attempts to contact him, I have not received any response.

    Business Response

    Date: 12/16/2024

    BBB:

    The original complaint was never received by our organization. We will respond after we have had an opportunity to review.

    Thank you,

    Cedar Park Regional Medical Center

  • Initial Complaint

    Date:02/06/2024

    Type:Billing 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.
    My son had an ER visit on 8/8/2023 the bill was $200 I made the payment on 11/09/2023- I have the bank statement as proof it cleared 1/10. I called on 12/15 @1:53 pm when I received a final notice bill. CS rep advised they had received my payment I owed nothing. Again received a final notice on 1/8 called again spoke with ******* who stated that my account was paid and submitted it to the supervisor for an adjustment to show it was received. Here we are in February and I got a notice from collections. This is predatory.

    Business Response

    Date: 02/13/2024

    Dear Better Business Bureau:

    Cedar Park Regional Medical Center is committed to providing quality care for every patient who comes to our hospital. Patients have the right to express concerns and receive 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 matter. However, we can share what we do to investigate and resolve any concerns that are raised.

    If a patient expresses a concern, this is documented and investigated by hospital administration. Follow-up is conducted with the patient to work toward resolution.

    Thank you,
    Cedar Park Regional Medical Center

    Customer Answer

    Date: 02/13/2024

    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. They called and stated they have corrected the issue.

    Regards,

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

  • Initial Complaint

    Date:11/21/2023

    Type:Product 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 scheduled to receive surgery on 9/6/2023 and was contacted by Cedar Park Regional Hospital that my patient responsibility was $1219.91. This amount was paid in full on 9/1/2023 prior to surgery. I received the surgery on 9/6/2023 and was later informed by my insurance company that the charges were not authorized and the claim was denied. The hospital altered the submission and my insurance company paid their portion and I was informed via Explanation of Benefits that the patient responsibility was $747.14. I have contacted the hospital three times to ask about a refund of the overpayment and have been told that they are working with the insurance company to get the denied charges to be paid. I have talked with my insurance company and they have denied a portion of the claim due to no preauthorization and deemed not medically necessary according to the medical records. I have communicated this information to the hospital. They continue to claim they are working with insurance prior to returning my overpayment despite being told by my insurance company that this charge is not a patient responsibility.

    Business Response

    Date: 11/29/2023

    Cedar Park Regional Medical Center is committed to providing quality care for every patient who comes to our facility. Patients have the right to express concerns and receive 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 matter. However, we can share what we do to investigate and resolve any concerns that are raised.

    If a patient expresses a concern,this is documented and investigated. Follow-up is conducted with the patient to work toward resolution.

    We appreciate our patients and work diligently to provide them with a positive experience.

    Respectfully,
    Cedar Park Regional Medical Center

    Customer Answer

    Date: 11/30/2023

    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.

    Regards,

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

  • Initial Complaint

    Date:01/09/2023

    Type:Product 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.
    Today January 7, 2023 my husband took me to the emergency room. I was having chest pain and stomach pain. After paying the $150.00 insurance fee i received an exray and EKG. They took my blood and gave me medication for nausea and ibuprofen for pain. I looked down and, the wrist band was not my information. It was not checked when my blood work was taken and had to be redone. I became anxious. I felt panic and worry. Not just for me, but for the young child whos name band i wore. The confidence i had for ARC is now shattered. The close proximity of the hospital is no longer a bonus factor. I want a complete refund on what my husband paid today. I also want a refund on the bill i know is coming our way. I hope the young child is okay.

    Business Response

    Date: 01/16/2023

    Cedar Park Regional Medical Center is committed to providing quality care for every patient who comes to our hospital. Patients have the right to express concerns and receive 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 matter. However, we can share what we do to investigate and resolve any concerns that are raised.


    If a patient expresses a concern, this is documented and investigated by hospital administration. Follow-up is conducted with the patient to work toward resolution.


    Thank you,
    Cedar Park Regional Medical Center

  • Initial Complaint

    Date:08/10/2022

    Type:Billing 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.
    I was admitted to the Emergency Room at Cedar Park Regional Medical Center and received care on 4/16/22. I received a statement for almost $2k shortly after, but it only said total due with no explanation for the charges or if my insurance covered any amount of the care. I have made several requests for an itemized bill and I continue to receive total due bills with no itemization, the latest of which claims my account is now past due. I am hoping to receive some assistance in getting an itemized bill of the charges as soon as possible.

    Business Response

    Date: 08/19/2022

    Better Business Bureau:

    Cedar Park Regional Medical Center is committed to providing quality care for every patient who comes to our facility. Patients have the right to express concerns and receive 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 matter. However, we can share what we do to investigate and resolve any concerns that are raised.

    We work with our patients and their insurance provider to confirm all claims are processed properly, and we make staff available to help patients understand any charges or questions related to their visit. If a patient expresses a concern,this is documented and investigated. Follow-up is conducted with the patient to work toward resolution.

    We appreciate our patients and work diligently to provide them with a positive experience.

    Respectfully,
    Cedar Park Regional Medical Center

Cedar Park Regional Medical Center is NOT a BBB Accredited Business.

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