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Business Profile

Medical Plans

Wellstar Health System

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Medical Plans.

Complaints

This profile includes complaints for Wellstar Health System's headquarters and its corporate-owned locations. To view all corporate locations, see

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Wellstar Health System has 2 locations, listed below.

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    Customer Complaints Summary

    • 39 total complaints in the last 3 years.
    • 9 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:02/13/2023

      Type:Product Issues
      Status:
      Unresolved
      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.
      Got my annual physical done with ***********************. All the test codes sent by the doctor's ****** were incorrect resulting in me paying a $50 charge. Spoke multiple times to doctors ****** and nobody is willing to help or rectify the codes of the test. The worst practice I have ever dealt with in the past 12 years. Worst of all, while the discussions are going on, they have sent the bill to collections

      Business Response

      Date: 02/28/2023

      Thank you for contacting Wellstar Health System and we appreciate the opportunity to assist you.

      We have reviewed your concerns and for the labs for 7-9-22 that were sent to Quest, Routine dx was listed. Per Quest, *********** insurance assessed these charges to her deductible/coinsurance. *********** will need to contact her insurance for further clarification of her benefits. 

      If you have any questions please contact the billing department at *************.
      Thank you for choosing Wellstar Health System as your provider of choice. 
      Sincerely,

      Wellstar Customer Service 

      Customer Answer

      Date: 02/28/2023

       
      Complaint: 19399247

      I am rejecting this response because:
      The same tests were covered previous year. It all happened because of incorrect codes sent by doctors office
      Sincerely,

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

    • Initial Complaint

      Date:02/01/2023

      Type:Product Issues
      Status:
      Unanswered
      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.
      WellStar Health System issued a bill to my mom on 6/11/22, which had passed away at one of their facilities in Dec of 2021. I mailed them a check from one of mom's accounts. The bank wanted to close the account because she had passed, but agreed to keep the account open for 30 days to allow checks to clear. It took WellStar over 30 days to process the check. I did not hear from WellStar again until I received a bill dated 12/17/22 (which I did not receive until the week of Christmas. On 1/3/23 I called WellStar to ask why the balance had increased. Their agent ******** said, something to the effect, that since your mom is dead, someone from the **************** would need to get back with me. Instruction on what to do next would come in the mail. I have received nothing from this WellStar department. Then on 1/18/23 I receive a collections letter from a company collecting on behalf of WellStar.I did everything that the WellStar rep requested and was more than willing to do work with them. WellStar has not done one thing that their reps said they would do. In fact on 2/1/23 their rep said I should have made payment arrangements with WellStar to keep this out of collections. I told the rep that none of the other reps requested or even suggested such arrangements. The rep stated that WellStar would have reached out to me. I told the rep that I heard nothing from WellStar from the time they did not post the payment in a timely manner till the letter dated 12/17/22. When I called the WellStar rep on 1/3/23 she stated that she did not know what to do since the patient had passed and would pass this onto the ************ I even asked, is there anything I need to do at this time, and they said no, just wait for a letter to come in the mail. Imagine my surprise when it was from a collection agency.All of this happened because WellStar did not process a check in a timely manner. WellStar has taken no responsibility for their failures or miscommunications.

    • Initial Complaint

      Date:01/09/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      This person do not live with me she has caused physical harm to my family. The fact this hospital doesnt verify addresses with IDs is scary my address was to never be disclosed thanks for putting my family in more danger .

    • Initial Complaint

      Date:01/08/2023

      Type:Delivery Issues
      Status:
      Unanswered
      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.
      Wellstar continues to bill me for an emergency room visit that is a result of stolen identity. I have never done business with a Wellstar hospital or an affiliate. I have received the fourth bill today. I have spoken to six Wellstar agents, all of whom assure me the bill will be removed. At this point Wellstar has no identification information other than my name and address on the ****. The current bill is threatening collections..

    • Initial Complaint

      Date:12/28/2022

      Type:Product Issues
      Status:
      Answered
      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 billed three times now for the same visit. The first time around, after the actual visit, I received a letter from the VA stating that my claim had been accepted. I later received a bill from Wellstar for the same visit, but with a higher amount than their website had claimed the visit cost. Not only had the VA already sent payment, but Wellstar billing had ignored this payment and sent me a bill with a higher amount. I went through steps to have the claim sent to the VA as my insurer myself (the first time was filled out by the receptionist) and called someone online to be certain my claim was being properly sent. I have once again received a bill for the same amount from Wellstar after the VA sent me a second letter stating my claim had been accepted for the initial amount I was quoted. I have been charged 3 times now for the same visit, which the VA as my insurer has sent payment for on the first 2 occasions. The patient portal from Wellstar shows that I have $0 due and that the status of the visit in question is closed and yet I am still receiving bills from Wellstar for the same visit, 3 months later now.

      Business Response

      Date: 01/04/2023

      Thank you for contacting Wellstar Health System and we appreciate the opportunity to assist you.

      We tried to contact you ******************** and reached your voicemail. A voicemail was left to return our call if you had any questions pertaining to your account. After our review, ******************* account is closed and  should not receive anymore bills for Date of service 9/12/2022. Your insurance was also only billed once and only made one payment. 

      Thank you for choosing Wellstar Health System as your provider of choice. 
      Sincerely,
      ******************

    • Initial Complaint

      Date:11/03/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 called many times trying to get my bill resolved. The only thing I needed from Wellstar was contact ****** and give them a reason for my additional stay in the hospital and on another claim. Wellstar needed to get with ****** because I had emergency surgery. ****** wanted more information from Wellstar on my claim because the initial submission was denied.Wellstar, I guess, chose not to handle the claim, instead kept sending me a bill for over $50,000.Wellstar need to handle

      Business Response

      Date: 12/06/2022

      Thank you for contacting Wellstar Health System and we appreciate the opportunity to assist you.

      We are actively working on your BBB inquiry and will contact you once we are completed.  If you have any questions please contact the billing department at ************.

      Thank you for choosing Wellstar Health System as your provider of choice. 
      Sincerely,
      ******************

    • Initial Complaint

      Date:10/25/2022

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 came to the ** on 10/25/2022. I got there at 5:00. I went because I was having kidney pains and bad dizzy spells. Upon arrival they asked my last name and requested I sit down. I sat for over 30 minutes before being signed in. Its 6 hours later and I was informed a room was being cleaned for me. I previously informed them the dizzy spells were making me feel as if my head was being pulled down however I sat for hours in a waiting area full of people with the flu. All the people that came when I originally came in I no longer saw. I was just sitting for hours with no medicine for pain. No idea of whats going on and no answers. This is very unprofessional. Wellstar is becoming worse than the community hospital *****. I may as well just go to ***** at least I know I will have answers. Last time I was here I got no answers and its looking like the similar situation. No sanitation is being done. People are coughing and vomiting every where like a scene out of a money.this is ridiculous. I havent saw not one person wipe anything down. Just telling people to wear and a mask and they have the flu. One woman called my name and walked off so fast. I try to catched her and she was on the other side playing with another employee. These people act as if they dont care about anyone.

    • Initial Complaint

      Date:10/19/2022

      Type:Billing Issues
      Status:
      Resolved
      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.
      Treatment at WellStar *************************** was provided February 1 through 4, 2022; Guarantor #*******. ******** were made in the amount of $43,726.00 to my insurance provider with incorrect billing codes. An initial payment of $30,950,43 was made by my insurance provider.Based on the incorrect billing codes, an invoice was issued to me in the amount of $12,775.57.WellStar was contacted on 7/22/2022 do discuss the matter with BlueCross BlueShield (BCBS) looped into the call. WellStar acknowledged the error and said corrected billing would be issued.On August 15 we received a reminder invoice in incorrect amount of $12,775.57. A call was made again to WellStar, looping in BCBS, on August 15. WellStar advised re-billing was in process.On September 14 we were rebilled again in the incorrect amount of $12,775.57. A call was made again to WellStar, looping in BCBS, on September 14. ****** from BCBS spoke with ***** in WellStar Billing. BCBS was assured billing would be made with proper codes.On October 19 we received the same incorrect invoice for $12,775.57 - now with the threat of sending to collections. I am filing this report with BBB along with engaging an attorney to have this incompetence and harassment addressed. Your assistance is greatly appreciated.

      Business Response

      Date: 10/25/2022

      On 10/25/22 a call was placed to Mr *********************************. The phone only rang and no option to leave a voicemail. 

      The acct has been placed on hold, while our Wellstar A/R team is working with BCBS to correct the coding. The acct will not go into collections while the acct is hold. Please allow ***** days for this process as it could take some time for the rebilling with the insurance. According to BCBS the claim was routed to home plan and the coding is unable to be seen by the representatives.  Wellstar is awaiting on a response from BCBS with more information so that we are able to rebill the claim correctly. 

      If you have any questions please contact the billing department at ************.

      Thank you for choosing Wellstar as part of your healthcare team. 

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

      Customer Answer

      Date: 10/25/2022

       
      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.

      I reserve the right to amend the original complaint should WellStar not correct their billing within the time frame their response indicates.

      Sincerely,

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

    • Initial Complaint

      Date:10/13/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 August 22, 2022, I applied for Wellstar Financial Assistance Case#******. I was previously approved but the assistance expired. I submitted everything requested to make a complete application bank statements, proof of income, application etc. A month later on September 29, ***************************************************************************************************************************************** income to the patient. However, I do not receiving any contributions from anyone or any in kind assistance. I emailed and uploaded a letter explaining this on September 29, 2022 the same day that I received the request. I called customer service numerous times at ************ only to be advised these people work from home and there is no way to reach them but they advised multiple escalations were sent to a supervisor who I have yet to hear from. The following month I get the same request again although I provided the explanation which was confirmed received on September 30, 2022. This is such a shame what they are doing when they have everything they need but for some reason are stalling my application and not contacting me.

      Business Response

      Date: 10/25/2022

      *************** was contacted by Wellstar customer service representative on 10/25/22 and a voicemail was left to contact us back in regard to her BBB inquiry. She was also contacted on 10/14/22 with an update on her account. Her FAP was approved and applied to the 2 accounts in question.

      If you have any other concerns please contact the billing department at  **************

      Thank you for choosing Wellstar to be part of your healthcare team. 

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

    • Initial Complaint

      Date:10/11/2022

      Type:Customer Service Issues
      Status:
      Answered
      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 April 13, 2022 I took my son to the ** at 3AM due to sever swelling of his face (eyes, nose, and mouth). We were admitted with no issues at Wellstar Paulding. Upon arrival his vitals were checked and and he was given one dose of nausea medication. We then waited 3 hours to be seen by a physician as we were told the first *** to come in was at 6AM. During this time no additional tests were done and no additional care was give outside of a nurse peeking into the room. When the physician arrived he basically told us it was conjunctivitis of the eyes and discharged us. While I understand emergency room visits are not generally spectacular. the fact that there was no doctor on call for three hours was a little concerning. Nonetheless my son was fine so I was not going to complain too much. I completely understood that I would be billed for my time in the **. My son took medication and I expected to pay the markup we experience on medication at a hospital. However, when I received a bill for $1,698.10 I had a hard time understanding how the service I was provided equated to that amount. My wife and I took the time to call the billing line and ask for clarification on the definition of what was billed: HC ** Service Level III. The representative was not able to provide an answer as to what designated a service level III and that is just what the ** coded the service as. I should have access to understand what each item on my bill is and why it was coded that way. It was suggested We reach out to the ** to ask why it was coded that way but how were they going to remember why the coded something a specific way a month earlier. We asked for a reevaluation and were told that it would be **** days and that we would receive confirmation of a decision. We never received anything and now we have been sent a notice from a collection agency. I understand I do owe the hospital something, but I do not feel it is the amount billed based on the service level.

      Business Response

      Date: 10/19/2022

      I have reached out to ******************* in regard to his concerns for his son. I explained the review process and let him know that he will receive a response from a patient advocate and once the review process has been completed. He had no other questions or concerns at that time of our conversation. 

      Thank you for choosing Wellstar to be apart of your healthcare team 

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

    Wellstar Health System is NOT a BBB Accredited Business.

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