Complaints

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.

• Initial Complaint

  Date:12/11/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  On 5/26/2023 I took my child to the Children's Hospital of Georgia Emergency Department. I received a bill in the mail and delayed payment, because it looked suspicious, until I could verify it was not a scam. On 10/27/2023 I paid $479.60 via a phone call. When I submitted the bill to my child's co-parent for their cost share, he noted that my medical insurance was not applied. I have spent countless hours on the phone with the billing department and was finally able to get them to bill my health insurance. On 4/26/2024 ****** ******** processed the visit to the emergency room. My cost share for the visit was determined to be $0. I have spent countless hours on the phone, attempting to get reimbursed and I am exhausted and frustrated. To this date, I have not received the $479.60. Please help.

  Business Response

  Date: 12/19/2024

  12/19/24  - Spoke to ****** ******* *********** ** **** ** ********** Billing. He confirmed they have the $479.60 credit in their system and are in process of issuing refund check. They have been in communication with the guarantor and will follow-up asap with check information to Ms. ********. He is expediting this process.

  Customer Answer

  Date: 12/21/2024

  
  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.

  If I do not receive the reimbursement, which has been promised to me at every call I have made over the last several months, I will contact the BBB again.
  

  Thank you for taking the time to assist me. I appreciate your effort and consideration on my behalf.

  
  Respectfully,
  
  ******* ********

• Initial Complaint

  Date:11/26/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 visited the ER at AU Medical centers on 8/2/2024 and was released a few hours later. During registration, they were given my ID and insurance card. The first billing statement I got was dated 9/11/2024. The billing account code is *************. This statement showed the charges were $2716.52 and I owed a balance of $1059.44 and I received credits in the amount of $1657.08. These credits are listed as "Insurance Payments/Adjustments and Other Adjustments" with no detail as to what type of adjustments these are. I checked my insurance and never could find an EOB where this bill was filed with the insurance. So, I called the customer service number and spoke with a rep who indicated the insurance had not been filed because they did not have that information on file. My wife watched them scan in my ID and insurance card in the ER. So after getting my insurance information again, they were going to file the insurance. My insurance paid $942.59 and I assumed when I deducted that from the balance owed that would leave me owing AU $116.85. Then I got a second statement dated 11/7/2024 showing I now owed $428.62 and of course I called once again about this. I get told by the rep that the first bill has credits for not having insurance so it was a self paying credit. Not once on either bill does it tell me what any of the adjustments are for and it never states a self paying credit. This is misleading and manipulating to patients and somebody there needs to find out why I was billed wrong to begin with. This is their error, and I feel I should only have to pay the $116.85 balance that would have been left from the first bill after the insurance paid their portion.

  Business Response

  Date: 12/02/2024

  We have responded to this patient to resolve the concern.

  Thank you!

  C. H*** ***** **

  Manager, Patient Advocate Services

  Wellstar MCG Health

  Customer Answer

  Date: 12/05/2024

  
  Complaint* ********
  I am rejecting this response because: I was left a message stating they have received the complaint and are working on it, and I appreciate that they are looking into it, but nothing has actually been resolved as of today. Because of this, I can't say I am satisfied with the response.
  
  Sincerely,
  
  ******* ******

  Customer Answer

  Date: 12/07/2024

  Has now been resolved, the complaint can be closed

• Initial Complaint

  Date:08/06/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 a patient on ******************* and I have been requesting an itemized bill with medical coding for insurance purposes for over 45 days. My insurance have received a claim from them for over $200,000.00 and in order for them to process the bill I need to send an itemized bill of the charges. I have called the billing department, finance department, scheduling department etc and I’m always receiving the “run around “ or being transferred to several other departments. It’s so frustrating because I cannot receive my short term disability and the insurance will not pay. My insurance has also contacted them via fax and phone call, but no success. I have been told that it can take up to 18 mths to receive the requested Bill. Then another employee said it was sent high priority to the address on file, which is the correct address on July 17th so, it’s August and I’m still calling for a bill. How did they come up with the claim amount that was sent to my insurance if there isn’t an itemized bill available? All I’m requesting is a bill. Why is this so difficult? I know my rights under HIPPA and I have the right to request my bill after 30 days. This is causing such frustration for me. Please, please assist or point me in the correct direction.

  Business Response

  Date: 08/06/2024

  Good afternoon.  I have reviewed the account and printed and mailed itemized and abstract (dx coding) to the patient per address noted in our system  *** ***** **  ********* * **  *****

  Customer Answer

  Date: 08/06/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  I have been told that this information was sent several times and has never received it. Their response give no date or verification of address sent, or name/department, reference number or anything. This is a mediocre response and until I receive the information, my concerns will remain the same. 

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

  Business Response

  Date: 08/07/2024

  The requested information has gone out in today's mail to *** ***** ***  ********** **  ***** .  Please allow time for the mail activity.  You may call me directly for follow-up at ************   

  Rodney B******

  Customer Answer

  Date: 08/09/2024

  Still waiting on the itemized bill from Augusta University. I will update when I actually receive the bill.

• Initial Complaint

  Date:05/26/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 am filing the complaint against Augusta University Hospital for incorrect billing. I have been a patient since 2018. Throughout the years I have created a payment plan with them, only to find out that actually, there were two accounts under my name. Twice in the past five years, they have sent the end of your balance to collections, even though many times I have requested them to send me an exact listing of each time I make a payment where it goes debit and credit on the account this March was the final straw when they sent me $1000 request for an appointment in 2019! I have diligently called to clarify billing, adjustment, payments, and new charges about every other week from March to October of each year. Even their billing agents are unable to understand it all themselves. I believe since two times they have sent final tally’s to collections that I should not have to pay a bill that they forgot to somehow charge, for it is the same charge as the ones they sent to collections already. Please help

  Business Response

  Date: 05/30/2023

  We have elevated the complaint to the manager of Customer Services, ******* *************, to review the account and respond to the patient.  Ms. ************* may be reached at ************.  We will consider this matter closed.  Thank you.

• Initial Complaint

  Date:05/22/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Hi, I went to Augusta University Medical Center on ********* emergency room. I gave the lady my ******** card for the emergency visit. She made a copy of my card information and had me to fill out paperwork. A week later they sent me a bill for $814.00. I have been calling this hospital non stop because they won’t fix their issue. I called ****** and spoke with a representative explaining to her of what was going on, she called the hospital/ billing department while I was on the phone. She gave the lady all my information and stated that I was covered for the emergency visit. The lady from the hospital said it was showing that I was paying out of my pocket in their system. I never told anyone that it was a pay out of pocket when I have ********. They only sent one bill to ****** in the amount of $261.00 and ****** denied it because they had the wrong code on it. I called the hospital back to let them know what the representative said from ******. I asked the lady from the hospital why wasn’t the bill for $814.00 was sent to ******. Every person I have spoken to at the hospital doesn’t know why. Today they told me that it was a notes in their system for me to call ************** about the $814.00 bill. This hospital is a joke! Everything that’s going on doesn’t make any sense. I called the ************** and spoke with someone and they said they don’t see that bill for $814.00 and that I have a $0.00 balance. The hospital have a lot of bad reviews about billing issues. I wished I would’ve read the reviews before I went to that hospital. I just want this problem fixed ASAP! I don’t want anything going on my credit about their wrong doing. Thank you!

  Business Response

  Date: 05/30/2023

  We have elevated this case for review to our Manager of Customer Services, ******* ************* for follow up with the patient.  Ms. ************* may be reached at ************.  We will consider this complaint closed.  Thank you.

  Customer Answer

  Date: 06/02/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* ******

  Customer Answer

  Date: 06/12/2023

  I rejected the response because I’m still receiving bills from the Augusta University Hospital. Someone called me from the hospital about the situation. I was told to ignore the bills because they was going to file claims with ******. I do have the guy name that called me, he also gave me his direct number and email. I want to make sure everything is straightened out before I close this claim. I don’t want to be responsible for any bills that is covered by ********. I don’t want any bills going to collection in my name. I hope this can get resolved as quickly as possible, thanks.

  Business Response

  Date: 06/12/2023

  We have contacted this complainant with the name and contact information of one of our financial counselors, who has already followed up.  It sounds like the issue is hinging with the insurance company, and out of our immediate control.  I would encourage the complaintant to follow up with that contact person, and we are considering this BBB complaint closed at this time.  Thank you.

  Customer Answer

  Date: 06/12/2023

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

• Initial Complaint

  Date:05/19/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  ********** billing was sent all at once ( including doctors visits occurring over the course of multiple months) as a final notice to pay the bills total amount. Received a call within the same week that part of the bill was sent to collections. Bill was not available through the patient portal prior to receiving the bill in the mail. When talking with the customer service/ billing group on the phone the employee said they understood that the practice was unfair but stated ‘ that’s just how we do it here and we cannot do anything to help’. This practice has happened throughout *** *** ********* billing and is not a fair business practice. If a patient is allowed 90 days to pay a bill it should be from the contact point when the bill becomes payable and not the visit date. 0/5 for this place. We don’t even want to avoid paying our bill but having the option to pay before being sent to a collections agency would be nice. Avoid at all cost.

  Business Response

  Date: 05/30/2023

  We have elevated the issue to the Manager of Customer Services, ******* ************** to follow up with the patient.  Ms. ************* may be reached at ************ if there are any follow up questions.  We will consider this complaint closed.  Thank you.

• Initial Complaint

  Date:11/15/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 have been going back and forth over a ****** doctor's appointment from ********************. I do not have insurance, and paid the $338 in full day of visit (have shown them the receipt numerous times). I also received a $40+ bill for **** about a month or so later, which I also paid in full. Then in July they started sending bills saying I owe $335. I sent copies of receipts and called almost once a month from July to October. In October, I finally spoke with someone who heard me out and even she could not understand what they were trying to bill me for. The math on the statements just did not add up. I emailed her directly my receipts and she helped me get it reconciled, ******** I got a statement saying I owed $0, finally! Well, today... I get a bill saying I owe $61 because now they are trying to say $335 was initially owed for **** and I only paid $117. Good grief! This was a simple ************************, nothing special, not an emergency, just a regular new patient visit. This has been the worst experience with a doctor's office I have ever had.

  Business Response

  Date: 12/13/2022

  Business Response /* (1000, 5, 2022/11/17) */ We have elevated the concern to one of our accounting folks who will be reaching out to the patient to get the issue resolved. Thank you for bringing the issue to our attention. Consumer Response /* (3000, 7, 2022/11/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am waiting to be contacted at this time. Thank you. Business Response /* (4000, 9, 2022/11/21) */ This is the response from our accounting department: I tried several times to contact Mrs. ******** from the number you have listed below, she did not answer, and her voice mail is full. I will try her again today. I do have her spouse number as her next of kin at ************. If she does not answer today, I will try calling him. If all fails, I will send an email. However, because of ***, I would like to speak with her and go over her account to let her know what was researched and provide her with the results.