Complaints

This profile includes complaints for Mission Health's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Mission Health

  509 Biltmore Ave Asheville, NC 28801-4601

  
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  Mission Health

  420 Biltmore Ave Asheville, NC 28801

  
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  Mission Health

  125 Hospital Dr Spruce Pine, NC 28777-3035

  
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  Mission Health

  190 Hospital Drive Burnsville, NC 28714

  
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  Mission Health

  32 Apex Cir Asheville, NC 28803-0477

  

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:04/11/2025

  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.

  We are filing a complaint against Mission Hospital Systems in Asheville, **************, owned by ***, regarding the billing practices for our son's ******************** sessions. Our son was referred by his pediatrician to the ***** **** Center at Mission Children's Specialists for outpatient ********************, which we expected to be billed as specialist visits with a $60 copay, consistent with our previous experiences at other facilities. Initially, there was confusion with the insurance card on file, but even after updating it, we began receiving exorbitant bills. Despite spending 30 to 50 hours on the phone with various representatives and following their advice to resend the referral from our pediatrician, the issue remained unresolved. We were incorrectly charged $117 per 15-minute increment for outpatient hospital visits instead of the intended 55-minute specialist visits. Attempts to navigate the appeals process were futile, as it was dismissed under the false premise that we sought bill forgiveness, rather than correct billing to insurance. Communication with Mission Children's has been frustratingly circular, with calls redirected between the local provider and the central billing office, leaving us unable to reach anyone capable of resolving the billing discrepancies. We seek assistance from the Better Business Bureau to address these billing errors and ensure proper billing for the specialist care our son received.

  Business Response

  Date: 04/17/2025

  We are in receipt of the complaint filed by ***** ********* and have thoroughly reviewed this matter. Mission Health strives to provide excellent customer service and would first like to apologize for any confusion or inconvenience experienced by the complainant. We are currently working diligently to research the complainants concern. We are requesting additional time to fully research this matter to reach an acceptable resolution. Thank you.

• Initial Complaint

  Date:02/08/2025

  Type:Product 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 had a mammogram at Mission Breast Center on Tuesday 2/4. On Wednesday 2/5 I received an email from Mission Breast Center stating that I need additional testing and that Mission sent a report to my physician. On Thursday 2/6 my doctor told me she never received the report. She spent all day trying to get Mission to send it to no avail. On Friday 2/7? No report. I might have cancer and dont have the report or any way to obtain it.

  Business Response

  Date: 02/13/2025

  We are in receipt of the complaint filed by ********* A ****** and have thoroughly reviewed this matter. We apologize for any confusion or inconvenience experienced by the patient. We are currently working diligently to research the patients concern. We are requesting additional time to fully research this matter to reach an acceptable resolution. Thank you.

• Initial Complaint

  Date:08/08/2024

  Type:Service or Repair 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 8/5/24 I went to Mission Mcdowell hospital to be seen for severe right arm swelling. I went to my care now McDowell located inside the hospital. I was seen by a physician who thought I may have a blood clot.The physician ordered an ultrasound and I questioned the cost due to self pay and was told it would only cost $125-150 which I agreed could pay. I was taken to the registration department inside the hospital to get the ultrasound done. It was at the this time I was denied the ultrasound and care. My wife was told by employee ******************* that I had to pay $400 down. When explained to him what I was quoted he stated that he had to have $400. The employee after telling him I could not pay that much and my wife informing him that he was impending my treatment and pointing out that I was being treated by the urgent care and per HCA rural health program they could not deny treatments. The employee clearly stated that "yes he could deny the test". He further then told my wife if I wanted the test I needed to go be seen in ** and they could do the test there. He stated I would get 2 bills one from *********** and the ** and thought it was funny. The test could have been done thru urgent care as it's the same company same building however the employee had no compassion, no health care knowledge, was rude and denied me service-doing exact opposite of the hca hospitals regulations. They are a non profit hospital and while I attempted to pay what I could at that moment they denied it and I was forced to go to the ** to have the test done. In the ** the physician did not perform any qualified exam, did not physical touch or examining my arm. She simply walked in looked at me ordered an xray and ultrasound and left the room. She returned when the results came back. Stated I did not have a blood clot or broken bone and I was free to go home. She gave me a sling and sent me on my way without any diagnosis or treatments. I had to go outside HCA healthcare to get treatments.

  Business Response

  Date: 08/12/2024

  We are in receipt of the complaint filed by *********************** and we have thoroughly reviewed this matter. First and foremost, we would like to apologize the patients experience was not elevated to meet our sole mission and values. We strive to provide excellent customer service to ALL patients.Upon receiving this complaint we have proceeded to file a Quality of Care concern for appropriate review. We request that the patient allow time for a comprehensive review to take place. Once the review is complete, the patient would be contacted either by mail or by phone.
  If the patient needs further assistance please have them contact Mission Hospital McDowell directly. Thank you

• Initial Complaint

  Date:07/28/2024

  Type:Service or Repair 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.

  My mother was brought in for shoulder surgery. She tested positive for methamphetamine coming in and now they are treating her way differently. They won't let her see anyone her kids or grandkids they are purposely making all of her meals late and I want something done about it please.

  Business Response

  Date: 07/30/2024

  We are in receipt of the complaint filed by ************************* and have thoroughly reviewed this matter. First and foremost, we would like to apologize the patients experience was not elevated to meet our sole mission and values. We strive to provide excellent care and services to ALL patients who walk through our doors.A customer service representative from ********************************************* has reached out to the complainant to discuss in detail their concerns.
  
  If the consumer needs further assistance please have them contact Mission Hospital. Thank you.

• Initial Complaint

  Date:06/03/2024

  Type:Customer Service 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.

  March 06, 2024 After calling 911 myself numerous of times because I was hallucinating a deputy sheriff arrived at my house then I was transported to Mission Hospital by EMS during a very intense delusional manic mental health breakdown after consuming an edible gummy. I felt like everyone was out to get me trying to kill me. Shorty after arriving at the hospital I felt like I was taken to a fake hospital with fake doctor's so I walked out and around in the main entrance to check myself in. At some point I tried to leave again because I felt unsafe at which point I allegedly assaulted a staff member which I have no recollection of I was then placed under IVC.I was sedated and strapped to a bed for 12 hours Records indicate the time I was strapped to the bed for 12 hours, with restraints extremely tight cutting off circulation. When I asked staff to loosen them my request was denied I also asked for a pillow and staff replied why should we do anything for you after the way you have treated us again my request was denied. Most if not all of the time I was restrained was undocumented. According to doctors statements made in my records. My fiance who was there in the ** asking about me received no information nor let him come back to see me. I was taken off IVC even though I was listed as a extremely high risk without any further treatment plan in place and released to the custody of Asheville ***************** for assault that I do not recall happening

  Business Response

  Date: 06/04/2024

  We are in receipt of the complaint filed by ************************************* and have thoroughly reviewed this matter. First and foremost, we would like to apologize that the patients experience was not elevated to meet our sole mission and values. We strive to provide excellent customer service to ALL patients.Based on the patients concern we have sent the account to be reviewed as part of a Quality of Care. If the patient needs further assistance please have them contact Mission Hospital directly. Thank you

• Initial Complaint

  Date:05/21/2024

  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 have through my employer an indemnity insurance I paid into during 2023. On thanksgiving night 2023 my gallbladder became massively inflamed and needed two surgeries to remove. I also had a massive infection and was hospitalized 4 days. My insurance company requires an itemized bill for payment and I have been unable to obtain that form (I believe its called OB-40?). I have called-they promise to provide, it never arrived. I asked the practice manager for my primary care physician to intercede she has several times as well. The clock is going to expire very soon, and I will lose out on compensation I paid for. The insurance will not accept any other documents I have given them. I WILL seek legal redress and go to the press (Mission Hospital can not tolerate any more bad press) if I lose out on the reimbursement. I had to take reduced pay on disability and need this reimbursement. How hard SHOULD IT BE to get an itemized bill??

  Business Response

  Date: 05/22/2024

  We are in receipt of the complaint filed by ********************* and have thoroughly reviewed this matter. First and foremost, we would like to apologize that the patients experience was not elevated to meet our sole mission and values. We strive to provide excellent customer service to ALL patients. Upon receipt of the patients complaint, on May 22, 2024, we have sent the documents requested to the address on file. If the patient needs further assistance please have them contact Mission Health directly. Thank you

• Initial Complaint

  Date:05/06/2024

  Type:Customer Service 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.

  START WITH NURSING I HAVE A REALTIVE WHO U PRESS THE BUTTON IT TAKES 18 min to respond then when u go to desk after waiting EVERYONE HAS A ATTITUDE (falls EMPTY IVS FOR 20 minutes in pain waiting an hour to receive help cause everyone is sitting at desk and playing on there phones..WHAT IF THERE WAS A FALL AND HAVING TO WAIT IM ONLY SENDIND THIS CAUSE I BEEN ON FLOOR 5 500 ********** everyday AND IVE BEEN A RESIDENT ON NC FOR DECADES AND I REMEMBER WHEN MISSION PRIDED IT SELF ON PUNCTIONALITY PERFORMANCE N MOST IMPORTANTLY CATE FOR THERE RESIDENCE SORRY HAD TO SEND COMPLAINT BUT EVERYONE ATTITUDES MAKE U WALK ON EGG SHELLS

  Business Response

  Date: 05/08/2024

  We are in receipt of the complaint filed by ******************************* and will thoroughly reviewed this matter. Mission Health vision, mission, and core values are to heal our patients, care for every person, and improve the health of our entire region.First and foremost, we would like to apologize the experience was not elevated to meet our sole mission and values. In an effort to better understand Mr. ********* concern, a voicemail message was left on the phone number provided on the BBB complaint.We strive to provide excellent care and services to ALL patients who walk through our doors. We look forward to hearing back from ******************** so we may assist further. Thank You.
  

• Initial Complaint

  Date:04/08/2024

  Type:Service or Repair 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.

  REF: Cardio IQ ADVANCED Lipid Panel w/ Inflammation.On Feb 22, 2024, and Feb 26, 2024 at Mission Imaging 360 Hospital ************************************ - Ph# ************ Ordered by ******************************** responded to above location on February 22nd, to take the blood test, AKA Lip (a), referenced above. Soon after, my doctor's ****** called me (******) stating that they had given me the wrong blood test. On Feb 26th, I again responded to Mission Lab and was retested for the appropriate and originally ordered blood test. Several weeks later, my doctor's ****** called me asking if I had heard anything about my results since they had not. I responded to the Mission Lab in ***** since they would not answer the phone and I told the greeter my concern. The greeter went to the lab and relayed back to me that the test was shipped out to a different location because it was a more in-depth blood test. I have not heard anything from Mission since, regarding any related info much less the results. Nor has my doctor. After waiting several more weeks (not days as it should have been), I attempted to call the specific Mission center again, and no one ever answered the phone, and there was no recording option to leave a message. The employee that took my 2nd blood test informed me that they do not answer the phone directly to their ****** but did not state why or offer any other contact info.No one from mission after my inquiries has had the decency and professionalism to notify me of any developments even after they knew ***************** and me were asking for any kind of explanation regarding this incredible delay (one month and a half and counting). Having said all this, I want to emphasize that the actual workers/employees at the facility in ***** were courteous and professional. This blood test result coincides with a Calcium CT Scan I took a month ago and we are waiting for these results to follow-up with a cardiologist. I have a very high calcium score and this extreme delay and lack of communications is stressful and totally unnecessary. Thanks!

  Business Response

  Date: 04/11/2024

  We are in receipt of the complaint filed by *************************** and have thoroughly reviewed this matter. Mission Hopitals vision, mission, and core values are to heal our patients, care for every person, and improve the health of our entire region. First and foremost, we would like to apologize the patients experience was not elevated to meet our sole mission and values. We strive to provide excellent care and services to ALL patients who walk through our doors. Although, the patient feels this was not achieved, we appreciate the concern being brought to our attention so we can continue to **************** provided to all. At this time, we have communicated this experience to Mission Hospital stated in the complaint and ask the patient allow the appropriate time for review. Thank You. 

  Customer Answer

  Date: 04/11/2024

  
  I am rejecting this response because:

  Firstly, Mission responded to the BBB that I should be patient while they look into this matter. This is no response/reason to close my complaint,  therefore,  I'm simply complying with their request and will gladly give them the time. Secondly, they responded to ***************** saying they had faxed results twice, however, the fax number was confirmed as correct. Thirdly and more concerning, they stated the following to the doctors employee; that I "wrote a very disgruntled letter to the lab supervisor at MH lab regarding not receiving lab results back to the pts chart. MH Lab is advising that they did fax those results to the office on two separate occasions. Confirmed the fax# with the caller."  The "very disgruntled letter" comment gives the impression of an unwillingness by Mission to investigate this matter and show some accountability. I simply want an explanation as to 1) why I was tested twice for the originally requested blood test? 2) ************ charged twice for said tests, an error made by Mission? 3) What took so long and why no updates or contacts explaining delay. 4) Finally,  why is it common knowledge that you cannot reach anyone in that office by phone, which has no option for leaving a message?

  I am a well-educated individual with military and law enforcement experience,  and am well aware of the fact that this Lip (a) test is more in debt and requires more time, but perhaps not more than 45 days. This is where an explanation would have and will help. These are simple,  straightforward questions that Mission should answer quickly.  Then I will gladly consider this complaint closed. Thank you!

  
  

  Business Response

  Date: 04/12/2024

  We are in receipt of the response filed by *************************** and have thoroughly reviewed this matter.  We apologize for any confusion or inconvenience experienced by the patient.  A customer service representative will be reaching out to the patient to provide a direct line contact so that we can communicate the outcome of the review once completed. If the patient needs further assistance, please have them contact our office directly. Thank you. 
  
  

  Customer Answer

  Date: 04/12/2024

   
  I am rejecting this response because:

  Based on my experience with their lack of transparency and willingness to communicate anything to me about this fiasco, I will await this mentioned contact  before I decide to fully accept their latest comment, which automatically closes this complaint. I will gladly close it after that, of course,  depending on what is explained.  I  am also hoping to hear about possible retaliation at this facility should I decide to go back there.  Thanks!

  
  

  Business Response

  Date: 04/17/2024

  We are in receipt of the response filed by *************************** and have thoroughly reviewed this matter. Mission Hospital strives to provide excellent customer service and would first like to apologize for any confusion or inconvenience experienced by the patient. A customer service representative from ********************************************* has reached out to the patient to provide a direct line so that we can communicate the outcome of the review once completed. If the patient needs further assistance, please have them contact Mission Hospital directly. Thank you.

  Customer Answer

  Date: 04/17/2024

   
  I am rejecting this response because:

  Please close this case but with the following comment included: On Tuesday,  April 16, 2024, ******* from Mission contacted me by phone.  She was unable to explain the reason for the  extraordinary delay  as I requested.  She also assured me that ******** (or any supplemental insurance) was not billed twice because of their mistake. ******* was in *****,  and was not aware of any of the specifics and thought she had called me before or spoken to me before when in fact she did not.  In short, I got the impression there was no concern whatsoever and the phone call was to check the contact made box. The "do not answer phone" issue was brushed aside. I also expressed my concern of retaliation by this particular location not because they will "come get me," but because they may be resistant or disturbed by us visiting their location in the future. Nothing was fixed! Thanks!

  
  

• Initial Complaint

  Date:02/20/2024

  Type:Service or Repair 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.

  Last year I visited with chest pain. We waited over 8 hours in the *** Someone came out before I was even seen to talk about payment options. The said if I pay upfront I can save money. I did not have heath ********* at the time so I asked MANY questions about cost. The said "no this is it"... They eventually saw me in a room with curtains separating me from several others, gave me aspirin and an IV then sent me home. Later I received an ELEVEN THOUSAND dollar bill. We are still paying this down now and it has been a horrible impact on my life. We have been trying to have a baby and buy our fist house but, Mission has stole every bit of our money. It is time for HCA to step aside and let someone else run Mission so the same doesn't happen to other families.

  Business Response

  Date: 02/23/2024

  We received the complaint filed by *************************** and have thoroughly reviewed this matter. Mission Hospital strives to provide excellent customer service and would first like to apologize for any confusion or inconvenience experienced by the patient. Mission Hospital contacted the patient via phone on February 21, 2024, to discuss the patient's concerns. If the patient needs further assistance, please have them contact Mission Hospital directly. Thank you

• Initial Complaint

  Date:12/05/2023

  Type:Product 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 had an MRI Arthrogram at Mission Imaging on 9/27/2023. I was offered a small discount on the two bills for paying my estimated cost with insurance at the time of service. I paid $477.22 to mission hospital and $474.70 to mission imaging. On 10/16/2023 I received my estimate of benefits from *********** Both claims had a provider billing error and therefore the amount I had paid were not counted towards a deductible and my allowed amount was $0. I called the providers and was unable to get it resolved. One did not seem to know what I was talking about when I referred to the diagnostic error code.I, along with my insurance, have tried calling a dozen or so times, with no resolution other than they would put it in the notes. During this time, I also received a bill for ~$300 from mission health. When I called to inquire, they said they had no record of sending me a bill. Today (12/4) I tried calling mission imaging again. They said they had no record of service for that date, but a completely different date in November, which is false. When I call, the automated system gives me the correct service date. The second representative had the correct date. I get different answers regarding the status of the claim each time I call. ******** at mission health was helpful today. I did request a refund of the expenses I paid at the time of service from both providers, since the amount I owe is no longer accurate and was given a timeframe of 15- 20 days.Additionally, the patient billing portals do not work.

  Business Response

  Date: 12/07/2023

  We are in receipt of the complaint filed by ***************** and have thoroughly reviewed this matter. Mission Health strives to provide excellent customer service and would first like to apologize for any confusion or inconvenience experienced by the patient. The accounts in question are currently being reviewed in regards to the patients concerns. We kindly request the patient to allow time so that a thorough review can take place. We appreciate the patients patience while this is completed. If the patient needs further assistance please have them contact Mission Health directly. Thank you

  Customer Answer

  Date: 12/08/2023

   
  I am rejecting this response because: They say both that they have thoroughly reviewed the complaint and that they need time to thoroughly review the complaint. I will be satisfied once I hear from Mission and the issue is resolved.
  

  Business Response

  Date: 12/11/2023

  We are in receipt of the response filed by ***************** and have thoroughly reviewed this matter. Again, Mission Health strives to provide excellent customer service and would first like to apologize for any confusion or inconvenience experienced by the patient. On December 8, 2023 a customer service representative from ******************** reached out to the patient to address their concerns and left a voice message for the patient to return the call. If the patient needs further assistance please have them contact Mission Health directly. Thank you