HealthHub Patient Engagement Solutions

On Jan 17 we paid to rent tv for patient in *** Hospital. There was no tv service. No technician came as promised. No refund given.
On the 17th of January, 2019 we went to visit our nephew in the *** Hospital. After visiting, my wife and I decided that we would rent a TV for him as he was unable to get out of bed. After returning home, we went on Hospitality Network website (these are the people that provide TV Rentals in the hospital) and ordered TV for several days. Several hours later our niece advised us that the TV was not working. I then called the Hospitality Network and talked to a lady who told me that she reset the TV and that it should work. However, later that evening we discovered that it was still not working. I called the Hospitality Network again and was told that a technician would be sent to fix the problem by 3:00 pm the next day. We discovered that one other person in the same room had his TV rental paid for but after several days has still been unable to use his TV. Last evening, we visited again and were told no one had shown up and the TV still was not working. I then phoned the Hospital Network ***. The answer I received was that we will give you a refund. To date we still have not received a refund on the credit card used.

The company charged for a tv service that was not provided and was not necessary for a hospital room where tv was provided for free.
The company advertises and charges for a tv service at the *** hospital when the service is not required. My cousin was admitted to hospital with a life threatening condition so I turned the tv on. There was a screen which stated that the tv service needed to be rented. I purchased the service for three days at a cost of $45 only to find out from the nurse that the tv service in that room is free. At this time, the service was not activated. I immediately contacted the provider to request a refund for a service that was not required. The company told me that they could not provide a refund.

The service would not work at *** Hospital .tech informing us the TV was new not been programmed. called they kept hanging up never reimbursed
Purchase Date Oct 31st
Order Number ***
No service due to new tv after tech came to check
Tech said call to get refund
Every time I called was cut off before finalizing anything.
Last time we called the wait time increased dramticallyz.
Long enough wait time that I could fill out this form after finding it on line.

Not honouring promised services in date said to do.
September 08, 2018, purchase date Sept. 08, 2018, $14.07 for three days with wanting to go for a month.

In the evening of August 3, 2018 a call was made to activate TV service for 3 days, the salesperson pitched for telephone service as well for which we agreed and honestly, all we wanted is to get the transaction done and move our concentration to our sick family member. Other families of patients and hospital staff asked if they tried to sale the phone service as well and indicated that the phone service is not required as local calls are free from this hospital. We immediately called back to discuss and the salesperson person indicated no refund was to be granted and that the phone service is not free. We physically tried other non activated phones in other rooms and sure enough they worked. We called back and tried to reach administrative departments, billing and inquiries however, all phone options given were saying "extension not available". Only one option was working and that was back to the sales department.
We spoke to a gentleman named *** and explained our situation. He adamant that the phones could not have been working with them activating, that the hospital staff has no clue and not aware of the services provided and how things work. He said he was able to prove that the phone only works when activated on their end. We asked to speak to a manager and he provided me with a number that takes me through the same process as before with extensions not available. ***
***. Unwilling to resolve issues or discuss, even after I said I tried other phones and they were working, the salesperson kept insisting that it was impossible. Called 3 different phone numbers with the same results, no manager or complaints department could be reached or talked to.

Had surgery at City Hospital in Saskatoon on June 11. Agreed to purchase tv service the afternoon of June 12 until June 14 when discharged. Had no service at all on June 13. Was told other patients were having trouble as well. Asked the nurse if she could help me & she had no luck. Plus, that isn't their job! Phoned Hospitality Network after returning home. Had to wait 15 minutes on hold. Was then told I should have contacted them when it wasn't working. Explained that I was not feeling well enough to sit on hold for that length of time. Was told they would only reimburse me for the cost of a 1/4 of a day. We paid $38.00. Excepted that as it was better than nothing. Will never use this company's service again or recommend it to anyone.

One month service was ordered in Pediatric Unit of *** and TV was never serviceable. Cancelled service. Refund refused. Forced to pay month.
Numerous calls made to rectify, each time a visit by a technician was promised. Technician visit never happened. Arranged for alternate entertainment for our 12 year old son and called to cancel the service. Was advised that a technician would visit and we would be reimbursed for the days without service but would have to pay for the remainder of the month even if we cancel the service.

My father has been in the hospital for 3 months. I ordered TV services Mar 28 and had them for a month no problem, after the month service expired I renewed again on April 28 for another month. The network shut down TV services on May 2nd and didn't inform the patients. I called in on May 8th to Hospitality Network and to find out the issue and requested a refund for no service. I questioned why refunds aren't given when no service is provided and was told you had to request the refund, makes no sense to me! Waited until May 15th and still no refund, called back and sat on hold for over 30 mins to be told the request had to be forwarded to a supervisor. They called me back to tell me they would refund only $108.22! I questioned this as I paid the full month fee for 4 days of service!! There is a no refund policy and my father was also moved to a long term care home on the 14th. What a joke. This company preys on the sick and old and their families that order tv service for them. You can't email them and spend forever on the phone to be told no refund. By the way I still have to wait another 5-7 days for my refund, fingers crossed it actually happens

I am shocked to see this business has such a high rating. You can book online but you have to stay on hold to make any changes. I was on hold for over 15 mins tho it said my wait was less than 5. I asked to discontinue service as mom was unexpectedly discharged from hospital to hospice as she is terminal . I was told non refundable. I asked to speak to manager. Was put on hold. Same person came back and gave me the same song and dance of it being non refundable. I told them to stop and I would be reporting them. I went through the booking process and no where is it visible.or noticeable that this is non refundable. This is taking advantage of the sick and dying.

This is one of the worst companies to deal with. You call in to complain and are on hold for an average of 30-40 minutes every time even though it says avg wait time of less than 5 minutes. My dad was in hospital and we paid for the month $120 to have the t.v. The whole time the t.v. never worked consistently, complained many times, they finally send a guy and he says he will be right back and he never came back. Such customer service is unacceptable, especially when this is a monopoly, you have no other options in the hospital. How this company gets a A+ is joke.

I paid for phone services in my Grandmothers hospital room April 5-8 2018. They phone never worked. When I attempted to reach them wait times were over 30 minutes, when I am at work I simply cannot wait that long. I finally reached them April 8 after waiting for 33 minutes. Because I did not complain before April 8, they would not refund the money paid.

mon frere est hospitalise .nous avons paye pour 7 jours il a eu 1heure de tv .Quelque 2 jours apres avons paye une autre fois pour 3 4 jours par carte de credit Resultat 1 hre de tv .D autres patients on le meme service.Honteux de profiter des gens sans defense allites et n ayant que la tv pour oublier leur etat 18 % de satisfaction..Qui bougera.CHARLOTTE C QUEBEC CANADA

my brother is hospitalized. we paid for 7 days he had 1 hour of tv. Some 2 days after we paid another time for 3 4 days by credit card Result 1 hre de tv .D other patients one the same service.Honteux to take advantage of people without defense allites and having only the tv to forget their state 18% of satisfaction..Who will move.CHARLOTTE C QUEBEC CANADA

We were over charged for 4 weeks, when it should have been much much lower at a monthly rate.
My mother has been at the *** Hospital under the *** wing since the beginning of January. On the 20th of January we started renting the television service from the Hospitality Network. ***. Not knowing how long she would be in the hospital we decided to start with 7 days of television at a grand total after taxes of 102.83 all purchased over the company's web site. We continued with this for another two weeks. We would let the subscription run out and then renew over the internet, still listed at $13/day or $273/month. Hoping she would be discharged we opted for another weeks rental vs. monthly, when I tried to renew online I discovered that I would have to call the Hospitality Network to renew because the current rental had not expired. So I called and extend it for another 7 days, spoke to a sales person who extended it for another 7 days at a total of $102.83. At this point we had spent a total of $411.32 for 4 weeks of service.
When it came time to renew the subscription again on Feb 21st I called, this time biting the bullet and asking to subscribe for a month. At this point I was informed by the sales person that they had made a mistake with our billing for the last 4 purchases and that a month's subscriptions should only be costing us $77.12/month and daily around $3.00. The sales person fully admitted over the phone that the error was the fault of the company and that even the last person I spoke to should have caught it right away. He explained that the listed price on the website of $273.00/month would not show the proper price of $77.12 until I proceeded to the check out page. He then told me he would refund us back the difference from $102.83 as though we had purchased a month's subscription at $77.12. I saw a refund on my credit card right away for $25.71. We spoke more and he informed me that he personally could not do anything about the other 3 weeks but would forward it to head office so they could process a refund as it was the fault of the company for the inaccurate listing on the website.
I waited almost a month to hear back, in the meantime the subscription came up for renewal again. So on March 9th I called and renewed again for the same price of $77.12/month. I then asked the sales person to look into why I had not received or heard anything from the head office. He informed me that my account had been flagged and didn't know why it had not been dealt with. He then told me he would have it escalated and that to expect a call the following week. On March 14th I received a call at 6:55pm from the head office. The person on the phone apologized that it had taken two weeks to get back to me. I then corrected her that I had been waiting longer than that. She then got defensive on the phone and proceeded to tell me that in fact it had been my fault for choosing to pay daily and that if I had picked the monthly subscription this would not have happened. I told her that the correct price of $77.12 it not listed anywhere on the website until you go to check out. I then asked her about the difference in the daily pricing where she then told me that the $13.00/day is the correct pricing. I told her that the other two employees had told me it should be posted at $3.00/day. She then again got more defensive and told me that it is the correct price and that they will not do anything if I purchase daily. Frustrated with the way I was being talked to, I asked about the refund for the previous purchases. I was then told the only refund I would get is the $25.71 from the transaction I had on Feb 21st. I made it clear that I completely disagreed

My dad is a senior who has been admitted to 3 different hospitals in London Ontario in the last 8 months. We have paid over $300 to Hospitality Network for TV service for about 6 weeks of TV in hospital rooms. I will first say the people I have encountered for Hospitality Network have been excellent and friendly. It is the policies I am unhappy with. At one hospital you can order on-line but must guess how long your stay will be and you must keep re-purchasing as your stay extends. No refunds. At another hospital you cannot pay online but when you do pay you get TV until discharge date - no guessing involved and you don't have to worry about the no refund policy. At another hospital you can pay by the week or month as patients are generally there longer. This is nice but you cannot pay on-line and no refunds. So frustrating and annoying at a time when loved ones are sick. It should be fee for service used - no guessing when your loved one will get healthy and be discharged.

My mother resides at the *** Retirement Home in *** Ontario. She is receiving cable and telephone services there from *** but these are administrated and billed to her (thru me as I have POA) by the Hospitality Network. She received both services in Mar of 2017 but a couple of weeks apart thus the billing date for each is different. Her monthly bill should only be 103.94. The bill breakdown is as follows: Cable - 49.99 + tax and Telephone - 41.99 + tax. This is billed to me by Hospitality Network. The account number is ***. The bills I have received range from 130.00 - 180.00+ monthly but no-one from the Hospitality Network Customer Rep section can explain to me why the bill keeps increasing. I was even told today 13 Oct that they cannot put me in touch with a supervisor or manager for a higher level of resolution. Was also involved in a 3 way phone conversation today with Hosp Network Customer Rep and *** Customer service Rep. *** could see the incorrect billing but the hospitality network rep was insistent in saying their bill was correct. In July of this year, I even contacted the head office in Regina Saskatchewan and was told this would be fixed as the Manager also saw it was incorrect. To date nothing has been done except for the Hospitality Network Customer Rep informing me that the account is in the rears. All payments have been made monthly with nothing being in the rears. *** account number is *** but because it is administrated by the Hospitality Network, I do not even have a security PIN for the account.

I am appalled at the cost for cable service at my mothers long term care facility! Apparently these facilities are charged at a commercial rate and pay three times the cost of residential. Not sure why seniors are being subject to the extra financial burden? A lot of which are on a fixed income. These people are not visiting these facilities, they are in fact their homes. I just received notice of a cable increase from $70.44 a month to $73.83 a month. Somethin g has to be done!

I had the pleasure of being helped by a woman named Niki P. who was intelligent, considerate, kind and extremely helpful. She understood what I needed and worked quickly and efficiently to solve things for me. I was highly satisfied and impressed. Thank you.

Although the tv equipment is antiquated, as is the *** Hospital, Connie the representative technical person was more than wonderful and helpful. She improvised her way through and got the service going beautifully and even checked back a couple of days later to see if all wall was well!