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:01/27/2025

  Type:Order 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 went to the ** at Johns Creek after an accident on February 6, 2024. They kept me overnight for observation and I received great care by the staff there. The financial office is where I am disappointed. My car had rolled back and knocked me down and ran over both of my legs. My auto insurance had $5000 coverage and my bill has ended up being roughly $7000-$8000. I was calling the office and giving updates every week or two since my insurance company was dragging their feet. Every time I'd call they never knew what I was talking about from one time to the next. Nobody was bothering to update the record it seemed. I kept trying to explain that ***************** said the claim would be paid but it was a slow process. Emory turned me over to collections literally the week they received the Harford check. When I called Northside I was told that was done in error and that they would pull it back. No apologies, just wanted to know how I planned to pay the balance which was roughly $1800 at the time. I set it up to pay $100 a month and have made 8 auto-payments. I still owe $1650 as of this morning. I paid $400 and they billed me $408 for something new. I paid another $100 and today got a new bill that says past due for $100.96 for something else that has been added to my total balance due. It's been a year and I don't think they should just keep billing new charges after the fact. They hit my **** every month for the $100 agreed upon. So I don't see how I can have anything past due. It's like making a deal with the devil. It's not like I'm trying to not pay, but I can't afford to keep this up indefinitely.

  

  Business Response

  Date: 01/31/2025

  Thank you for sharing your concerns with us through the Better Business Bureau. We deeply apologize for the frustration the billing process has caused you. We completely understand how confusing and overwhelming multiple bills can be.
  To clarify, when services are provided at the hospital, you may receive separate bills for different aspects of your care, such as charges from physicians or radiologists. After reviewing your account, we found that two distinct visits led to additional statements being generated.

  In our attempt to assist you, an automated process mistakenly moved your account to collections. We want to assure you this was an error, and weve manually removed it from our internal collection team. Please rest assured, this will not affect your credit score.

  
  Wed love to work with you to resolve this issue. If you're open to it, wed be happy to arrange a call with one of our financial counselors to discuss potential options to ease the financial burden and clarify any further questions you may have. Please let us know if you'd like to proceed, and we'll make sure you're assisted promptly.

  
  Thank you for your patience and understanding as we work to address your concerns.

  Customer Answer

  Date: 01/31/2025

   
  Complaint: 22864518
  
  I am rejecting this response because: It's really not helpful. I close the case and you'll have somebody call me? No resolution at all. I feel screwed by the system. What's to keep you from adding more and more to the bill? It's been almost a year. Also, you could have accepted what was paid by insurance to start with. It's totally unfair, some pay nothing and some pay everything. 
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:03/07/2024

  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.

  Hearing aids were lost while staying at the hospital. Charge nurse *** was aware that they were being left, location and confirmed they were listed on personal items at admission. I have called patient relations with no answer or returned phone call. Patient advocate ************************************** has be in contact with ***************************** in patient relation via email. I was told she would be in contact and has NOT. This dates back to February 6th, 2024. I have emailed an invoice of proof of purchase as requested by *******.

  

  Business Response

  Date: 03/08/2024

  Thank you for the opportunity to address Mr. ******** concerns about his mothers lost hearing aids. 

  We are familiar with this case and are grateful to ****************** for following up, as we had not heard back after our contact with *************************** on Feb. 16, where we informed her what needed to be done to replace the hearing aids.
  At the time of their disappearance, we conducted a quick investigation with the floor where ****************** had been staying and confirmed that the hearing aids were present upon arrival to the floor. Staff recalled seeing the hearing aids throughout the beginning of her stay, noted especially by the speech therapist who worked with her throughout her admission. On Feb. 6, ****************** was to receive a procedure and her nurse assisted her with removing her hearing aids for safekeeping prior to being transported to the procedure area. Unfortunately, upon her return, the hearing aids were missing and efforts to locate them in the laundry and waste bins proved unsuccessful. Given that our staff were the ones who had last been responsible for the hearing aids, Emory Johns Creek Hospital was comfortable with assuming responsibility for their replacement. This was communicated to the son at the time they were noted absent through our advocate, ******************, who advised him that we needed a receipt in order to reimburse for the lost hearing aids.

  *************************** contacted our office on Feb. 16 to inquire about replacing the hearing aids. She was advised of the same instructions, and I sent her an email so she could reply with the receipt information. That information was never received, and in reviewing the complaint, my name is misspelled and I am concerned the information she sent went to an invalid email address. This likely contributed to the frustration and delay.

  In summary, we have been in contact with ****************** this morning via email with instructions to resubmit the receipt for the replacement hearing aids, which we have received. We are submitting the reimbursement request to our CFO and accounts payable team to issue a check. This typically can take anywhere from 3-4 weeks to navigate the approval and payment cycles. We appreciate the opportunity to resolve this issue for the Flowers family. 
  

  
  

  Customer Answer

  Date: 03/08/2024

   
  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

  Date:11/02/2023

  Type:Order 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.

  On 10-11-2023 i have an outpatient surgery perform at Emory Johns Creek. I paid $4000 to them as I was told this will be my co-pay. For the past three weeks i have made more than 20 calls to them. I even have a supervisor from johns Creek 3 way with me. All we are getting is a voice mail recording saying the office is closed. pl call back the next day. The problem i have is Emory did not file my surgery my insurance and they have 0 record of i have already met my out of pocket maximum for this year. Meanwhile* every doctor * ***** biopsy* lab test i go to requires me to pay . It is really annoying that I have paid way more than my maximum and still incurring more expenses?

  

  Business Response

  Date: 11/10/2023

  Emory has filed the insurance for the surgery as of 11/8/2023.  The claim was accepted on 11/9/2023 electronically by the insurance company, and is now awaiting the insurance to process the claim accordingly. Once the claim is processed, Emory will adjust any remaining balances as a courtesy.  

• Initial Complaint

  Date:04/25/2023

  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 continue to receive billing statements for $178.19 from Emory Healthcare (Emory) for services performed by *************************, MD. ****************** is an Emory radiologist at Emory Johns Creek Hospital, specializing in breast imaging, and is an in-network/preferred provider for my BCBS insurance.It is my understanding that, under the *************** Act (***), mammograms are generally covered as a preventive service for women over the age of 40 who have private insurance. The *** requires that preventive services, including mammograms, be covered by insurance plans and providers without cost-sharing, which means that patients should not have to pay any co-payments, deductibles, or coinsurance for the service. The cost of the doctor to interpret a mammogram is also considered to be preventive care and should be covered without cost-sharing under the ***, which is the service that I believe was provided by ****************** and should also be covered as a preventive service without any cost-sharing for me, the patient.Although my insurance provider, BCBS, is a separate program that provides health insurance coverage to federal employees, it and Emory are still required to comply with the *** requirements related to preventive care.BCBS has confirmed for me that I am not responsible for the payment of the charges related to the preventive mammogram I have also called twice to explain the above to the Emory billing department but Emory continues to send me billing statements. If this is a matter that should be addressed between BCBS and Emory, rather than with the patient who is not responsible for cost-sharing for the preventive service, and Emory should contact BCBS to resolve the problem.

  

  Business Response

  Date: 05/09/2023

  
  Thank you for this opportunity to address the consumers concerns. Individual health insurance coverage is required to cover specified preventive services without a copayment, coinsurance, deductible, or other cost sharing, including preventive care and screenings for women as provided for in comprehensive guidelines supported by HRSA for this purpose.  Our review of the billing and insurance in this case found that the hospital bill charges reflect the date of service 3/3/23, which is in compliance with guidelines. Professional charges (Radiology reading of the mammogram) are billed on the date of service for which the reading is performed. In this case, the reading was done on 3/5/23.   ********** Blue Shield applies a deductible or co-insurance if the reading is not the same date of service as the mammogram.  It is standard that Radiology readings occur following the date of the imaging.    ************** billing practice seems to be an issue with BCBS specifically.   Because this is a larger payer issue with BCBS which could require extended time to reconcile, **** agrees to waive the remaining balance on the account as a courtesy to the consumer.  We appreciate you bringing this issue to our attention so we can address it with BCBS for all members.  

   

  Sincerely, 

  **************************** PMH-CNS, BC, Risk Manager

  Emory Johns Creek Hospital