ComplaintsforThe Emory Clinic, Inc.

• Initial Complaint

  05/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Very simple request. I need my description of charges verbiage changed. My supplemental insurance wont file my claim without correct billing information. I submitted my bill to a "REVIEW TEAM" which can take a 30 to 45 day time period for an answer! This is unacceptable as it would take too long for my supplemental insurance deadline fillings. The worst part is the phone looping runaround I have experienced. I have the description of hospital visit printed from my mychart. The *** clearly states in several places the word "ADMITTED" to hospital care. My bill displays the abbreviation for "OBSERVATION" in regards to my hospital stay. I need this changed to reflect the truth and what I consented to the doctors; which was admittance to a hospital stay. I want the corrections made and posted to my mychart acct OR emailed to me. I need this completed ASAP to submit my claim in time. Thank you.

  Business response

  05/10/2024

  Hi ******************,

  We have received your complaint and your account is under review. Your account was submitted to have verbiage review for ADMITTED vs. OBSERVATION. Once the audit has been completed, someone from the customer service billing department will contact you.

   

  Customer response

  05/11/2024

   
  Complaint: 21693150
  
  I am rejecting this response because: This doesn't need a REVIEW it needs immediate correcting.  I have attached proof in writing of ADMITTANCE to the hospital. Please fix this issue immediately. 
  
  Sincerely,
  
  *****************************

  Business response

  05/13/2024

  Thank you for providing this information. It has been sent to the department that can assist in reviewing your account for correction. Someone from the department will be in contact with you. 

  Customer response

  05/13/2024

   
  Complaint: 21693150
  
  I am rejecting this response because:
  No specific time of resolution was given.  Immediately is expected.
  Sincerely,
  
  *****************************

• Initial Complaint

  04/27/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Prior to scheduled surgery in October 2023, and again, November 2023, I reached out to Emory to establish payment arrangements. I was literally "dressed down" on the phone by the representative I spoke with. I was advised there was no way to make payment arrangements, since the surgeries had not been performed. Fast-forward to December 2023, when all claims had been paid by Anthem, so I established a monthly payment plan of $150.17; the first payment was debited from my checking account December 5, 2023, and continued without interruption, the 5th of each month. April 19, 2024, I received an email that my payment plan had been cancelled. I called and spoke with an account representative who was unable to tell me why my payment plan was cancelled. He reestablished my monthly payment plan, and I thought the issue was resolved. I just received 3-separate notices from a collection agency stating Emory has asked them to collect the balance owed. Please explain to me why you've turned my account over to collections, when there has been no interruption in the monthly debit from my checking account.

  Business response

  04/30/2024

  We are pleased that you have chosen Emory Healthcare as the provider of your health care services. We pride ourselves on providing excellent medical care and customer service. Please accept our apology for any dissatisfaction. We have released your account from collections as it was placed in error due to a representative terminating the plan per notes she was working on it based off an insurance follow up. I have reached out to that representative to advise not to terminate the entire plan if an account needs to be worked. For the inconvenience we have adjusted your balance by 35% and have placed your account back on a payment plan. There is one account that was sent back for insurance follow up and once it is processed it will be added back to the payment plan. If you have any additional questions or concerns please reach out to customer service at ************. 

  Customer response

  04/30/2024

   
  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  01/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was scheduled for reconstructive breast surgery on July 25, 2023 at the Emory ***************** Prior to surgery I was called, texted, and sent a estimate and told this payment is due prior to services being rendered. I paid the $3105.02 estimate in full. By August all bills had been processed by my insurance company Anthem, per the statements from Anthem's processing my responsible payment was $523.65. The amount was decreased per Anthem because Emory did not obtain the necessary preapproval. "The doctor and facility are responsible for these amounts." I have been in contact with Emory since September requesting they send me a refund and if they are able to change the opinion of Anthem, rebill me. I have called them numerous times and only ever able to speak with a lower level billing associate. I also reached out to the patient advocate, *****************************, and only once I stated I would be pursuing small claims court did she respond. Her last response is now Emory is pursuing "medical necessity" with Anthem. Again they have sat on my money no interest or anything for 6 months. I want overpayment refunded and bill me if allowed.

  Business response

  01/18/2024

  We are pleased that you have chosen Emory Healthcare as the provider of your health care services. We pride ourselves on providing ********************** and customer service. Please accept our apology for any dissatisfaction. We have forwarded your complaint over to ***** for their review and she will be in contact with you. Thank you for allowing us the opportunity to investigate your concern we will be looking into the details.

• Initial Complaint

  01/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Back on 11/28/2023 I applied for Financial Assistance for Surgery I had on 10/27/2023 and the ridiculous amount charged was outragerous. I'm barely making ends meet and these clowns are asking me to pay and additional $783.24 which makes no sense at all. Today, 1/5/24 I called to get an update since I haven't been contacted and it has been well over 30 days. I was told that a Charity **** had been open and that they were waiting on information from me. What information am I supposee to magically know what infomation is need. Will this information needed fall out the sky it makes no sense how these ppl operate....SMH...Ridiculous at this point they are worse than ****************************.

  Business response

  01/08/2024

  Thank you for choosing Emory. Per notes on your account, you spoke a rep by the name of ******, who emailed you on 12-2-23 the documents you would need to send in. Per note,  she stayed on the phone with you and you advised her you did received the email with the information you are needing to submit. To complete your application please send over the following documents:

  Last 3 months of banking statements
  Tax return or non-filing tax form,
  1 month of pay stubs
  SSI award letter if receiving benefits
  Wage inquiry form from unemployment office if unemployed.
  
  This information should be faxed to the charity care fax @ ************ or emailed to ******************************************************************************.

  You can also find the application online at ********************************************************************************************.

   

  Customer response

  01/08/2024

   
  Complaint: 21103635
  
  I am rejecting this response because:
  I sent the requested information when I applied. Im not going to keeping wasting ink as if you clowns pay for my ink this was sent when I applied. Please locate the check stubs and stop playing games. You are too old for these games act like a business and stop playing games. Im not in the mood 
  
  Sincerely,
  
  *****************************

  Business response

  01/08/2024

  We do not have any financial documents on file for you. Your application has been closed until the all of the requested financial documents are sent in. Thank you for choosing Emory.

  Customer response

  01/08/2024

   
  Complaint: 21103635
  
  I am rejecting this response because:
  Do not contact me again for payment because I have my check stubs and paperwork I sent as requested to do so. 
  I dont send banking information to anyone this was just requested thats how my BOA account got closed they couldnt find out who committed fraud on my account so H*** NO bank account information is a negative not happening. I sent my check stubs no one will get the chance to s**** up another bank account for me. 
  Sincerely,
  
  *****************************

• Initial Complaint

  12/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I'm omitting my full name, because I'm afraid of retaliation. I've been hospitalized at the Emory ******* hospital location several times throughout the years. I don't know where else to turn in regards to my complaint. I'm utterly sick to my stomach even typing this. The way that business operates is just horrible. I know nursing staff are praised because of their ability to take care of patients. Although this is the case, the whole support team should be praised, with that being said, I've seen, heard many of the nurses throughout the hospital speak down, disrespect and belittle not only patients but their support staff, people that work hard. I've heard them curse out cleaners and other workers in the hospital. They are under the impression that they are untouchable and that nothing will be done to them. I'm tired of hearing the disrespect and the lack of professionalism.n I reached out to patient advocacy but it seems like they are advocating for the nursing staff and not the patients. Mistake have been made and they sweep it under the rug. The wrong medications being hung on patients etc. I wish the upper management that regulates and gives guidance to the nursing staff would listen to the patients and understand that we are the ones that need care. The same nurse that I had an issue with greeted me when I returned to the hospital. I explained to the charge nurse I didn't want her as my nurse because of her ways and I didn't trust her. The whole night I laid in bed thinking what is she going to do to me, when I should have been concentrating on getting better.

  Business response

  12/06/2023

  We are pleased that you have chosen Emory Healthcare as the provider of your health care services. We pride ourselves on providing ********************** and customer service. Please accept our apology for any dissatisfaction. We have forwarded your complaint to our risk department for their review and someone will be in contact with you. Thank you for allowing us the opportunity to investigate your concern we will be looking into the details.

• Initial Complaint

  11/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been trying to get in since Tuesday, 10/31/2023 My blood pressure is sky high! I have been to 2 Emergency Rooms under Emory and no one can or has helped me. They kept me on Tuesday, released me on Wednesday still with high blood pressure. Went to Northside Emergency on Friday, still high blood pressure they did tell me to follow up ASAP with primary! Today, still high pressure, primary Emory Shallowford Rd clinic told me to come, however, 8 mintutes away they called and said the nurse that was going to see me can't and now have to work the front desk! Now, it's 12:55 home, pressure is still high and I can't get any help! This is totally unacceptable on every level of care!!!!

  Business response

  11/06/2023

  We are pleased that you have chosen Emory Healthcare as the provider of your health care services. We pride ourselves on providing excellent medical care and customer service. Please accept our apology for any dissatisfaction. We have forwarded your complaint to the correct department for their review. Thank you for allowing us the opportunity to investigate your concern we will be looking into the details.

  Customer response

  11/06/2023

   
  Complaint: 20831602
  
  I am rejecting this response because: Only because I am still sick, my pressure is still high and I still have not heard from Emory!  I need some medical relief immediately!

  
  Sincerely,
  
  *******************************

  Business response

  11/07/2023

  The complaint was sent to the correct department. You may also contact patient relations directly at  ************ if you have additional questions or concerns. We thank you again for allowing us the opportunity to respond to your concern.

• Initial Complaint

  09/22/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I paid the total amount owed for services received from Emory Healthcare on 8/23/2023. Despite numerous communications and the provision of a bank statement showing the payment, Emory Healthcare states that the amount I paid was never received. A detailed summary is provided below: August 23, 2023: I received healthcare services at Emory at **************************, ************************************************************************************************************. I attended my visit and paid the $30 co-pay via debit card before I left the office. The clerk failed to provide a receipt despite my request. August 24, 2023: The $30 co-payment to Emory for 8/23/2023 services clears my bank account. August 29, 2023: I receive Explanation of Benefits my health insurance provider stating I owed the provider a $30 co-pay for services received on August 23, 2023.September 2, 2023: I receive an automated email from Emory billing with invoice for 8/23/2023 services indicating $30 owed/due.September 2, ****: I sent a message to Emory Billing via the Emory Patient Portal (My Chart) in regards to the $30 bill for services received on August 23, 2023. I stated that the bill had been paid via debit card at the point of care on August 23, 2023. I attached a copy of my bank statement showing the payment cleared my bank on August 24, 2023.September 11, 2023: I received $30 bill from Emory via postal mail for the 8/23/2023 service.September 11, 2023: I called Emory billing and explained that the bill had been paid in full at point of care and that I sent a copy of the bank statement as proof of payment to Emory Billing through the Emory Patient Portal on 9/2/2023. I was told that [Emory Billing] was two months behind processing messages received through the [Emory Patient Portal]. The service agent told me to call the office where I paid the bill to resolve the discrepancy. I attempted to call the office but discovered that all phone numbers were now routed to the main Emory number and it was not possible to make a direct call to the office where I received the service. September 11, 2023: I reached out to the physician who provided the services via the Emory Patient Portal and apologized for having to contact him, explained the billing error, and asked if he could have someone from billing in his office contact me. He responded soon after and let me know that the billing agent was out of the office but would contact me later in the week. September 14, 2023: I received a call from the person that handles billing at Emory at Mountain *****************, were I received the service in question. I told her about the bill, that I had paid at point of care with my debit card, and that I had a bank statement showing the payment cleared. She said she couldnt find any record of payment. She suggested I send a message to Emory Billing via the Patient Portal and attach a copy of the bank statement. I told her I had already done this. She suggested I call Emory Billing to resolve the problem. I told her I had already done this and that Emory Billing had told me to call the office where I paid. She said she did not know why they told me to call her because she was unable to make any changes to billing at her location. September 15, 2023: I received a (second) return phone call from the person that handles billing at Emory at Mountain *****************, were I received the service in question. She said that I should return the invoice via postal mail to Emory Billing with a copy of my bank statement showing proof of payment and they would take care of it. September 18, 2023: I received a reply to my 9/2/2023 message to Emory Billing via the Emory Patient Portal. The response stated that my last payment had been on 4/24/2023. The response said nothing about the bank statement I had attached to the message that showed a $30 payment to Emory cleared my bank on 8/24/2023. September 18, 2023: I contacted my bank to obtain the terminal ID number, transaction number, and identification number of the $30 payment made to Emory on 8/23/****. September 19, 2023: I returned the invoice from Emory Billing for $30 via postal mail to Emory Billing with a copy of my bank statement showing proof of payment. I included the terminal ID number, transaction number, and identification number of the $30 payment made to Emory on 8/23/****.September 20, 2023: I responded to Emory Billing via the Emory Patient Portal. I repeated the information stating that I had paid the $30 at point of care and to please review the attached bank statement that clearly demonstrated a $30 payment to Emory cleared my bank account on 8/24/2023.

  Business response

  09/22/2023

  We are pleased that you have chosen Emory Healthcare as the provider of your health care services. We pride ourselves on providing excellent medical care and customer service. Please accept our apology for any dissatisfaction. We have forwarded your complaint to the correct department for their review of the missing payment. Thank you for allowing us the opportunity to investigate your concern we will be looking into the details.

  Customer response

  09/22/2023

   
  Complaint: 20637421
  
  I am rejecting this response because it is not a resolution. The billing error has not been resolved. Emory's response only states that they will forward the issue to the appropriate department to look into it. 
  
  Sincerely,
  
  *******************************

  Business response

  09/25/2023

  I do understand your concerns but it had to be sent over to a the department to handle as I am not able to handle the research on a missing payment. I have checked your account today and the payment has been posted. If you have any more questions or concerns or would like to speak about the account in detail please give us a call at ************. 

  Customer response

  09/25/2023

   
  Complaint: 20637421
  
  I am rejecting this response because: Prior to making this complaint, I sent proof of payment to Emory Billing and Emory Billing opted to overlook and ignore this proof and continue to demand payment. When I receive written proof that the payment has been applied to my account and the amount owed has been resolved (either via postal mail, e-mail, or the patient portal), I will accept Emory's response and close this complaint. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  09/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I went into my scheduled appointment on today and was highly annoyed by the amount of personal information they ask you at the front desk for other patients to hear your answers. So the front desk girl just found humor in it. After waiting over an hour the medical assistant girl came to get me. I was very short with her told her I was annoyed and would not be returning even though I loved my doctor. She asked to do my weight I said no as I say Everytime followed by it would just depress me. She then sits down and continues her probing questions to get info about why I was annoyed. She also asked if I wanted the office manager like several times I said no. I told her I was agitated bc I stopped taking anxiety meds cold ******. She continued to talk about how good it is to have good customer service. I said it sure is bc me and my mom were talking about a guy who was triggered and killed a girl at a restaurant bc of his mental state. So she took vitals kept talking, ask med questions for about 25 minutes alone in room with me. She leaves out the room calls 911,and said I threaten to stab her to death. First when officers arrived he said the receptionist said it then he said it was the MA, but she apologized and she she felt as if I was being weird bc I did want my weight taken and I was annoyed. My doctor was in disbelief, I was in disbelief because I was totally humiliated. I never threatened anyone, was loud , smelled of drugs or alcohol. Wasnt pacing or fidgeting, never once said I wanted to harm or kill anyone or myself. Was so friendly to this lady. Originally the officer said it was the ppl at the front but I was like I waited up there an whole hour and yall just getting here plus I was allowed to walk in the back with her alone in a shut room no violence towards her for 30 minutes and she called non mental health trained officers to come out. I am humiliated. I been seeing my doctor over five years and he was even in disbelief. I have replayed it in my head.

  Business response

  09/18/2023

  We are pleased that you have chosen Emory Healthcare as the provider of your health care services. We pride ourselves on providing excellent medical care and customer service. Please accept our apology for any dissatisfaction. We have forwarded your complaint to the correct department for their review. Thank you for allowing us the opportunity to investigate your concern we will be looking into the details.

  Customer response

  09/18/2023

   
  Complaint: 20600231
  
  I am rejecting this response because:This company nor law enforcement has given me a reason as to why law enforcement was called to their offices. On top of that I had to pay for rushed services by  ************** and endure this humiliating experience. I am now having to wait months before I can become an established patient elsewhere. So no this copy and paste response does not satisfy my complaint. 
  
  Sincerely,
  
  ***********************

  Business response

  09/18/2023

  It was sent over to the correct department so they can be in contact with you. You may also contact patient relations directly at  ************ if you have additional questions or concerns. We thank you again for allowing us the opportunity to respond to your concern.

  Customer response

  09/18/2023

   
  Complaint: 20600231
  
  I am rejecting this response because:I  already contacted that agency. When you all get more details please share the details. Again this copy and paste response does not satisfy my complaint.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  08/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This complaint in regards to the business financial office at Emory University for the Emory Clinic and *******************************. We have applied and send in with confirmation a financial aid application over 6 times. We always receive a confirmation on our end. However, we never received correspondence from Emory. We even were given a direct contact phone number. After 2-3 calls stopped returning calls. We have been sent to collections even though the multiple times mailing, emailing, fax, and calling in. We reached out to a 3rd party Program that helps you with financial aid. They agreed to try on our behalf. They also received no response from mailing, emailing, faxing, and calling. At this time, they are not able to reach anyone in regards to our case. We were informed there are more than 20 cases having this issue.

  Business response

  08/16/2023

  We are pleased that you have chosen Emory Healthcare as the provider of your health care services. We pride ourselves on providing excellent medical care and customer service. Please accept our apology for any dissatisfaction. We have forwarded your complaint to the charity department for their review. Below I am placing the correct contact information for the charity care department in hopes that you were sending it to the correct department.

  Email: ****************************************************************************** 

  Fax: ************

  Financial Counselor for *******: *****************************, ************

  I could not pull up a patient by the name of ********************* so when sending in the application and calling the financial counselor please have the patient's account number, date of birth and correct spelling of the name. 

   Thank you for allowing us the opportunity to investigate your concern we will be looking into the details of your concern.

   

   

  Customer response

  08/22/2023

   
  Complaint: 20478215
  
  I am rejecting this response because:
  This is the same contact information we have always been giving. They do not respond and they do not answer phone calls. Again, I have stated, a 3rd party is assisting now that we have been having such issues and they also continue to receive this contact information with no one returning messages/calls. They have over 23 cases of patients of Emory who cannot get with financial aid. I have been submitting on behalf of my husband (**********************************, patient) for over a year. I have been trying to get Emory to confirm the latest application since May. I have left messages, sent portal messages, called. NO ONE returns a call and if I get someone in the financial aid department they can't see an application and cannot tell me if one was received even though I have confirmation always on my side. I will not be satisfied until Dollar For Dollar 3rd party is contacting and this is resolved. ************* and email: ************************ They work mostly by email and cannot always answers incoming calls. I have more attachments to show but cannot upload them all as I've hit the limit. 
  Sincerely,
  
  *********************

  on behalf of patient: **********************************

  Business response

  08/22/2023

  I sent this information over to our charity care department and they advised that they have been in contact with *************** in regards to the patient being over the income limits. You may contact our office directly at ************ if you have additional questions. We thank you again for allowing us the opportunity to respond to your concern.

• Initial Complaint

  08/08/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have several problems with Emory Healthcare. The latest was that I was called recently about a bill that they sent to a collection agency for services of **** 2022. When they called and told me I told them I never received a bill. The response was "Yes, but we know you received an Explanation of Benefits from your insurance company." 1st of all you don't know that and secondly who pays for a bill they never received? Since Emory has taken over the billing of DeKalb Medical it's been a total nightmare for me. For Example I was charged for radiation treatment that I NEVER received! In addition the lab bills are 4 times the price of what they were when DeKalb Medical was doing the billing. A basic *** test went from $69 before insurance to $259 for the exact same test! It's just outright excessive gouging! I have never had basic lab bills in my life that totaled thousands. I have filed complaints with the **************** and still waiting for an outcome in regards to the 2021 bills. I'm not sure how to file a complaint for the 2022 bill. How can I file a complaint about being in collections for a bill I never received AND when I stated this to Emory they didn't deny it!! They know I never received a bill. Also in 2021 I had to have breast reconstruction surgery due to cancer. My insurance stated they would pay. Three days before surgery Emory called me on the phone and stated they did not feel comfortable with my insurance and that there were no line item adjustments and if I wanted the surgery I would have to pay them $21,000 up front! $21,000 for an simple outpatient surgery. Thank goodness I have a great surgeon who found a better route. Emory needs to do better and I will fight my delinquent medical bills! Who pays for a bill they never received? Who pays for lab work that is 400% markup than previously and I was never told that Emory would jack up their fees? Please help!

  Business response

  08/10/2023

  After review of the June 2022 charges, Emory was notified by the insurance company that the patient owed $289.10, due to exhausted benefits for the date of service, they made no payment on these services. Our records show that two statements went out to the address that is located on this complaint and are attached as reference. The account followed the protocol for any outstanding balance due. 

   

  We also show two outstanding accounts from 2021:

  June 2021: ***************** made no payment and assigned $442.35 as patient responsibility. This account followed the protocol for any outstanding balance.

  June 2021: ***************** made a payment of $160.00 and assigned $1205.54 as patient responsibility due to exhausted benefits for date of service. This account followed the protocol for outstanding balance due.

   

  According to the notes, patient was offered a 35% discount on the balances and declined offer.

   

  Customer response

  08/14/2023

  In regards to the 2021 billing #1. I was charged for radiation treatment which I was not receiving radiation treatment.  Did not have any radiation done in 2021.  In addition I was charged twice for this!.  Also for the brief moment that Emory disclosed some of their charges online it was not the amount that I was charged which is wrong.  Emory is excessively gouging their patients bills. 

  Business response

  08/22/2023

  The account will be referred to our charge auditing department to review the charges to address patient's statement that treatment billed was not received.  

*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. ↩