HealthHub Patient Engagement Solutions

absolute garbage service . was in the hospital with the wife , having a baby , we were there for an extended period of time and couldn't get a single person to come out and get the tv working .
very unprofessional and Extremely unreliable .

Extreleyy poor service excuse was covid moved my bedbound mother 3 times to try to get a TV which works still no TV no answers only excuse was covid!!
My Mother was admitted sat April 25 I ordered and paid for TV in the first room 396 *** Hospital *** the TV did not work We had her moved to another room-395 the TV did not work there. I called numerous times finally call center submitted a ticket #*** on April 26 I requested to be notified and provided my contact # I heard nothing I called on April 27 and was told to wait for a phone call once a ticket was submitted call center could not do anything Today April 29 I requested she be moved again to see if we could get the TV working I connected with the company and had the service moved again to no avail. I again submitted a ticket even though I had not heard back from the first one. The excuse each and every time I called was due to covid they had no tech on site and there was nothing else they could do. The final suggestion after paying for 4 days of TV with no service was to have the hospital staff call the company and check to see where there was a room with a working TV by having the company check the vacant bed sites. This is simply not realistic to ask Health care workers to take time from their day to do this especially when there is no direct phone number it takes aprox 5 mins to get to a person when you call in if you are not put in a que waiting for an available person. My Mother is bedbound dealing with major illness basically palliative and simply needs some connection to the outside world and a distraction to keep her mind off of her pain and health condition Due to covid she is unable to have any visitors. This added a huge amount of frustration and despair to both myself and more importantly my Mother When I requested to speak with a supervisor there were none available I asked for the name of the CEO or someone in charge I was told that was not something they were able to provide

My Father is in ***l in Palliative Care. The TV worked for 10 minutes and then stopped. (I was lucky enough to get my refund) We have had a tech come in everyday and they have sent a request to have the unit replaced. It may not seem like a big deal to most but the poor man is dying and it's the only thing that will keep him occupied and in bed. If he was tech savvy we would have an ipad for him but he wouldn't be able to use it. I have talked to numerous people at tech support who have said they have passed the message onto upper management and the district manager. I also emailed and left a voicemail for the district manager myself and so far no reply.
Not impressed I will be speaking to the Ombudsman in the hospital.

Horrendous. My husband had his room moved. He is paralized down one side, and has no real speech. He enjoys his tv. I tried calling, to have service moved to new room. Was on hold over 20 minutes. Left a message, and now, almost 24 hours later, I still have not had anyone contact me. I have tried calling a total of 6 times, and on hold for well over an hour in total. I had to pay for service in his new room, just so he could have a working tv. This company, knows nothing about customer service. I have now had to pay over $300.00 for TV. And, the fact that they won't back date your refund. I think they don't answer on purpose.

It is impossible to reach this company to establish a billing arrangement. I have been online for two days trying to find a way to reach them from Ottawa for services provided to my Dad in his retirement home. On top of the very poor customer service, the local TV cable provider gave me a price that was less than half the cost they charge. They don't deserve our payment.

They were not able to deliver the service I ordered on Nov 2,2019. I was told by Customer Service, that this company that is to deliver bedside entertainment to Hospitalized Patients, that I would have to talk to the Nurse. Really? Like I need to bother the Nurse with the fact that the service that was charged on my Credit Card was fraudulent? Fraudulent as they did not deliver the service and still posted a charge to my credit card.The Customer Service was the worst I've ever experienced. Zero Compassion from a company that caters to Hospitalized Patients and their Caregivers.Like this added stress is needed?

I have no issues with the technical service provided. With an unexpected discharge of my sister, I tried to cancel the remaining service (which the website explicitly says I can do), but the only way to make that request is by calling a phone line - no chat, no email. I waited 22 minutes and hung up. If I can order the services online, I should also be able to cancel them.

Should not legally be able to charge for a service they cannot supply .I have been in and out of the hospital in Milton 4 weeks of the last 9. Same every time..tv freezes up, turns off and on at will. Service in house is terrible waited 3 day, calling 2 or 3 times a day promised someone would be by .. left my room to go home for weekend with the tv still not working and nobody ever coming to look at it. 1 star rating is way too much

TV Service is not working
On Thursday October 3, 2019 the TV at *** 7th Floor ***, Room *** Bed 3 malfunctioned such that it was not usable. I called the Service Department immediately. No Technican arrived. On October 4 I callthe Service Department 3 times asked for a Supervisor to call me - non call, no Technican arrived, on October 5, 2019 I again called the Service Deparment, was assured the complaint was escalatd but no Technican arrived

Worst customer service I have ever encountered in a company. Equipment is old and doesn't work. Takes forever to get it serviced. On hold a minimum of 30 mins to talk to someone and when you do, they are horrible. No customer service skills. Supervisors don't call back. CSRs are rude when they aren't being apathetic or condescending. Highway robbery the prices they charge and then when their equipment doesn't work, their refund policy is ridiculous. It is a crime that our healthcare system is allowing this company to expand offerings in hospitals. We should not be allowing this.

I purchased the 30 day Internet package. I was not informed up front of the 2 device limit. This should be clearly specified in the beginning.
I was an inpatient in June 30 and purchased the internet package for 30 days. There was no mention of the two device limit. I went over the two device limit as my son visited me on July 19 and 27, 2019 and brought his tablet. I helped him to log in with his device and was able to. Now I tried logging into my laptop. Did not allow me saying "Maximum logins achieved" I called the 1800 number and there was no walkthru of the situation. I tried a few times. When my son left, I only had my phone connected to the internet. However, I tried logging in with my laptop and it did not allow me to connect. As most of my activities are surrounded with laptop use, I felt that I am unable to obtain the service I was owed. I called the 1800 number and there was no answer. The message indicated that my cue on the customer service call will be received in 5 minutes. 10 minutes have passed and still no answer. Not very happy with communication of the internet package with 2 device limit. And not very happy with customer service leaving me no resolution after correcting myself with two devices and still no access to internet with my laptop.

Tv goes to blue screen in middle of shows
On the 8th or 9th of June 2019.I ordered a TV. *** hospital 2nd floor room *** and it goes to a blue screen or turns off on own. I missed the end of three movies. The nurses told me to write here. For instance Watched family feud and got blue screen so no idea who won. Really sucks when this is the only excitement or entertainment available. Not happy with that interruptions at all.

When my sister was in
*** Oshawa, I called to inquire about the daily television rate. At
that time, I explained to the representative', that I would not be ordering at this
time but wanted information, as my sister would be transferring to ***
care at another facility, within days. The Salesperson representing the above said
company, assured me that I would be able to transfer the TV to my sister's location
after the move. I specifically asked if we rented a television for the month and my
sister was transferred from the hospital to *** Oshawa, would the service
be transferrable. I was assured that it would not be a problem, and that ***
was part of the 'Hospitality Network'. I was to simply call them when she was
being moved, and that is what I did. On their advertisement, located above EVERY
bed in the hospital, their MOTTO reads, 'In Tune, In Touch & Informed'. I was
told to call and put the service on hold when she was being moved, then to restart it
when she arrived at ***. However, when she arrived at *** (May
15/19), I was told that there was no way to restart the television because they did
not have a hook-up for it. ***. When I contacted the company to complain, I was told
that a company representative would be calling me to discuss the matter. I finally
received a call yesterday, May 20/19. The company offered to refund me, $60.00,
as opposed to the initial offering of $30.12. I explained that this was not about the
money.

A request was made to cancel our mother's TV in November 2018. Co. continued to take payment after our complaints each month that service was stopped
We notified the manager at *** in Walkerton to discontinue our mothers TV in Nov. 2018. The service was stopped but the payments continued to be taken from ***'s bank account. Each month we have told the manager and each time were told that they contacted Hospitality Network. We finally on April 15th stopped payment at the bank. May 7th we received a cheque for $38.70 from Health Hub Patient Engagement Soluctions Inc. in SK. We asked at the office why we would get this cheque for our mother, upon searching your site we see the company goes under several other names. When our mother started this service we were told that ***(owner of ***) only uses this company for TV service. We wanted to use our local company but not allowed in the building. Now this. We are very unsatisfied with the way this company deals with their customers. Thank you

TV not working and repair technician not showing up. Will not refund money.
My mom was transferred to a new room at *** in Winnipeg and I had the TV service transferred to her new room. I discovered the old tube TV would not power on so I called to get a service ticket. 5 days have passed and a repair technician has not been by to even look at the TV. I have called daily and was told that there was nothing they could do other than escalate the ticket because they contract repair to another company. I asked multiple times to talk to a supervisor only to be told that they would call me the next day and nobody will call. Today I gave up and called to ask for a full refund that I had pay for the cost for a 30 day rental. I was then told that 15 days had passed and there is no refund after 15 days. I contacted the *** Hospital only to find out the hospital can't do anything and they have been getting multiple complaints about the poor TV service on old tube TV's and terrible customer service from the Hospitality Network Healthhub. At this point I believe I will not be contacted by a supervisor and they will not send anyone to do a repair. I would like a full refund of my payment.

Mom's TV is dead, they keep saying a tech will be there between 4 and 7 PM. We've called every day for a week and they make the same empty promise.
***

My mother-in-law is in the *** hospital in Winnipeg. Hospitality Services provides TV and phone services for patient's rooms. Her TV has had no power for over a week, we've called EVERY DAY to have it repaired, they keep saying a technician will be there "sometime between 4 and 7 pm tomorrow". The tech never comes. We've asked politely, angrily, begged, threatened legal action....all to no effect. The tech never comes. She is trapped in a bed or wheelchair all day with nothing to entertain her except books and magazines. We visit every night after work until visiting hours are over.

Bought internet for 30 days at *** Hospital *** in ON Canada on March 21,2019
Internet did not work....never used....Paid $45.14 by ***.
Called and cancelled internet.Promissed Refund within 5 days.
Refund not received upto April 10,2019.
File a complaint why my refund not received after 5 days as promised.

Paid in advance for 30 d TV service, service never worked, promised refund of $207 never given.
On March 28 2019 I paid $207 (in advance) as required for 1 month of TV service by Hospitality Network for my elderly hospitalized father at the *** hospital in *** NB. The TV service never worked.

Over the next 7 days I confirmed service never worked (blue screen) and I called the 1800 support number provided and got routed to a PEI call centre. I called this at least 3 times over a week period to try to get a fix, was promised each time that a TV technician would fix.

Service never worked, local TV rep who is onsite I spoke to confirmed TV broken.

Called 1800 number again and insisted I get to talk to a manager, as I wanted a REFUND for the now weeks worth of service and a refund in total until the TV technician showed up and resolved the service. A manager for "Health Hub Patient Engagement" named *** called me on 2 April 2019 and said he was a regional manager (Based in Saint John, NB) and agreed that a refund would be given, but would take 3-5 days.

Eagles also told me they do not even have technicians in the province of NB so fixing the TV would take up to several weeks.

It is now April 9 (7 days now) and the promised refund has not been processed to my *** AND the TV still does not work.

I called and left a message with Mr. and texted him, no reply.

this company is a separate entity with *** Hospital in *** Ontario. their patient business supplies TV and phone to all patients, however when you purchase it there is no service you phone the number on their card and it is very difficult to contact them especially on weekends BUT there take your payment at all costs. My 86 year old Mom has been there for 3 months and is illiterate she is in a room of her own. When I finally called them they would only reimburse me from the day THEY answered. I then asked to speak to supervise and had to wait for a call back from him, he said he understood and would reimburse for the five days and an extra day***. their phone is also included with this price BUT not good, you always hear an echo. We now have refused to get tv for my mom cause it is frustrating.

My 79 year old father was admitted to hospital Oct 21st,2018 Once he was on the ward I decided to hook up his television for him (Oct 26th). My father doesn't use alot of technology so we thought we would hook the tv up for him so he had something to do to pass the time ***
I paid for this for 2 days ($30.60/day) and once we knew he was going to be in the hospital for a few days I decided to pay the weekly rate($86.70).
Because we didn't know when he was going to be discharged and he was being assessed week by week, I kept paying the weekly rate. I paid the weekly rate of $86.90 from Oct 28-Dec 1,2018. This had already added up to $434.50. I would have paid the monthly rate had I known he was going to be in hospital that long.
So when it was time to renew again Dec 2, I decided to pay the monthly rate of $229.50 because we were under the impression he would be in there for awhile and this was a more "affordable?" rate for a longer stay.
On Dec 3rd, we found out from the hospital that my father was going to be discharge to a geriatric rehab unit the morning of Dec 4.
I was aware of the 3 hour cancellation policy but because this was a rare situation I thought I would call and explain being it hadn't even been 24hours yet. I called hospitality network on Dec 3 (after we heard from the hospital) to explain our situation. Finally at 5pm on Dec 3rd, I talked to a female customer service rep and I explained what took place and how we weren't expecting my father to be transferred. She was somewhat empathetic and said she would have her manager contact me. I received a call the next day with no message and when I tried to call back a number of times no one answered. I was told to call back on Dec 4th to let them know what time my father was transferred to the other facility. I did this but was unable to reach anyone.
If a week had gone by already I wouldn't be as upset because at least my father would have used some of the service for this renewal.
My mother finally called a few weeks later and was able to talk to someone and they basically told her she was out of luck.

***
I would really appreciate a refund from this company. I was trying to purchase the more "affordable?" rate because paying almost $500 a month for a television service is ridiculous!