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          Business Profile

          Pediatric Rehabilitation

          Ivy Rehab for Kids

          This business is NOT BBB Accredited.

          Find BBB Accredited Businesses in Pediatric Rehabilitation.

          Complaints

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          Complaint Details

          Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.

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          Complaint Status
          Complaint Type

          • Initial Complaint

            04/16/2024

            Complaint Type:
            Service or Repair Issues
            Status:
            Answered
            I first contacted Ivy Rehab for Kids on August 3, 2023, located at *************************************************************************, for my son's (************************************, born 17 April 2023) medical records. I was initially denied access due to being a father. My child's mother was granted access immediately and was told that this is how all cases are handled. After providing court-ordered documentation of this request, I am still without access to my child's records, simply because I am a father and not the mother of my son. This entity utilizes my insurance by running my SSN but still withholds my son's records.

            Business response

            05/14/2024

            Response for case 21561892.

            I initially heard from ************** on 3/24/24 via email requesting access to his son's medical records. I requested official court order documents from both parents in order for me to submit to our legal team. ************** provided them to me via email on 3/29. I informed ************** on 4/14 that I was approved to provide him access through our online portal, which I set up on 4/15 and informed him of via email that day. ************** let me know later that day that he was able to log in to the portal but was having difficulties navigating the app to view his son's records. I have notified our legal team and patient experience team of this.

            Our legal team has reviewed the account and has found that we have provided ************** with all necessary information to obtain his son's medical records. Our patient experience team will be reaching out to assist ************** with navigating the portal if he is still unable to locate his son's medical records. We have not withheld medical records from either parent.

            Customer response

            05/15/2024

            Better Business Bureau:

            I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

            The primary issue was that the mother received immediate access to my sons records and I was excluded for 2 weeks. I do have access now, but that doesnt correct the delay in access to me that was given to his mother immediately. A correction in policy at their organization is the correct behavior. A father should have immediate access the same time as yhe mother. Gender should not dictate service received.


            Regards,

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




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          BBB Rating & Accreditation

          B+

          This business is not BBB Accredited

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          Reasons for BBB Rating

          Contact Information

          4413 Cox Road

          Glen Allen, VA 23060

          Customer Complaints Summary

          1 total complaints in the last 3 years.

          1 complaints closed in the last 12 months.

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