ComplaintsforMission Health

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Initial Complaint
06/03/2024
Complaint Type:
Customer Service Issues
Status:
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.
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
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
05/21/2024
Complaint Type:
Order Issues
Status:
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.
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
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
05/06/2024
Complaint Type:
Customer Service Issues
Status:
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.
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
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
04/08/2024
Complaint Type:
Service or Repair Issues
Status:
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.
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
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 response
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
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 response
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
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 response
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
02/20/2024
Complaint Type:
Service or Repair Issues
Status:
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.
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
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
12/05/2023
Complaint Type:
Product Issues
Status:
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.
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
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 response
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
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
Initial Complaint
09/22/2023
Complaint Type:
Billing Issues
Status:
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.
I visited the ** at Mission Hospital on 509 Biltmore Ave after a seizure and received some bloodwork and a CT scan. I paid up-front some part of a "bill" for a "credit" of $83.32. Later received several other bills for the various medical services (blood testing and CT scan) as well as one from "MH Mission Hospital LLP" for what look to be the remaining charges for my stay there. Curious to see if my credit above had been applied, I went looking through the bill and could not find any itemization of what had been paid previously, nor the credit, nor any details really. At the top of the bill, I was directed to call a number to receive an itemized bill, so I called that number and learned that I could either have it mailed to me or I could get it from their website by "searching in the financial services section for 'itemized bill'". I opted first to search their website only to find that such a page simply does not exist, there is literally no place to get an itemized bill on their website. I got on the phone with their support team and the woman I talked to confirmed she had had several similar calls and even tried helping someone find the page by searching for it with them while on the phone only to also find such a page doesn't exist. I opted to have my itemized bill mailed to me and what I received was an itemized list of charges, but had no details about what my insurance paid, nor what I had already paid, nor my "credit" of $83.32 so I have no way of knowing if that was even applied properly to my total bill, or if I just ended up paying it in my final bill of $268.11. This practice is SO shady as I am unable to see what I was charged, what I paid, what my insurance paid, and what was applied where. I assume such practices were adopted to force their customers into a "I'll just pay it" mentality because at this point I've wasted hours and don't want to go into collections trying to figure this out.
Business response
09/22/2023
We are in receipt of 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. A customer service representative from ********************** reached out to the patient on September 22,2023 to the phone number listed on this complaint and discussed the patients concerns. If the consumer needs further assistance please have them contact Mission Hospital directly. Thank you
Customer response
09/22/2023

I am rejecting this response because:
The resolution proposed was to send me a new itemized bill with all of the details of my payments and credits that I originally requested. While that will satisfy my personal request for itemization, it doesnt positively impact everyone else struggling with their terrible billing system. I will be happy to remove this complaint if I see that Mission Hospital can quickly and easily provide fully itemized billing statements including what has and has not been paid for by which parties (responsible party, insurance, secondary insurance, etc) along with the codes used to bill each insurance for each item as well as any credits that have been applied to said bill (if there are any).
Business response
09/27/2023
We are in receipt of the response filed by ************************* and have thoroughly reviewed this matter. Again, we would like to apologize for any confusion or inconvenience experienced by the patient. As mentioned in our previous response, a customer service representative from ********************** reached out to the patient on September 22, 2023 and discussed the patients concerns. At that time, the patient declined to go over their account in detail. However, it was agreed upon that documents with additional details regarding the patients account would be mailed to the patients address on file.The patient was provided a direct phone number where they can reach out to if they have further questions or concerns. Thank you
Initial Complaint
06/26/2023
Complaint Type:
Billing Issues
Status:
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.
I have requested itemized billing statements from 2019 through 2023 from HCA/Mission Healthcare, and I get told my accounts are no longer at those offices, yet they're able to see them when calling. I was able to request an itemized statement for my most recent visit (04/2023). We'll see if it actually comes. This has been on going since HCA took Mission over. I can see my total balance, they can see my total balance. But, no itemized statements. I want to see what they're billing my insurance for, and what I'm actually paying for. Every single visit with my PCP is a different balance owed. I can see the labs, and what those charges are. Never anything else. My appointments are generally the same every single visit to my PCP. Does not matter what insurance I've had, or what provider was seen. I can never get a clear answer, let alone see with my own eyes what they're billing for. Since HCA has taken over Mission, Ive been through 3 providers! They all leave to get away from HCA, which is really disheartening as Ive had AMAZING providers! HCA is known for "shady" billing practices, and running off employees. I cant get itemized bills, but I surely get the calls for unpaid balances. So much in fact, I have blocked the "800" numbers from which they call. Before HCA I would always call to pay balances, especially since they offered a 30% discount if paid in full, which I generally would do. Now my bills are higher, no discounts are offered for payment in full, and endless phone calls and letters threatening to send me.to collections. I pay the the lab fees, and I'll pay $5 to $20 on each account randomly. If THEY cant see or request itemized invoices, how are they able to even see those accounts at all? The providers are absolutely wonderful, but Im always anxious at visits, scares they're going to tell me they too are leaving HCA/Mission. 3 providers within 4 years. Thankfully they've been in the same office, transfer of care is easier. But, its still an absolute pain.
Business response
06/30/2023
We are in receipt of 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. On June 27, 2023, a customer service representative from ********************** attempted to contact the patient at the phone number listed on this complaint and left a message with a direct phone number so that the patient can reach them directly in order to discuss the patients concerns. If the patient needs further assistance please have them contact Mission Hospital directly. Thank you
Initial Complaint
05/22/2023
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On April 24, 2023, my boyfriend called the ambulance for Mission Hospital to take me to the Emergency Room (**). I had been throwing up and had severe stomach pain. After seeing the doctor, I was in the ** waiting room for 4 hours with an IV that dried up before being sent to an actual room. The doctor ordered some blood tests, urine test, EKG and ** scan. All tests except ** scan were finished before being moved to an actual hospital room. I was in the hospital room/bed for 2 hours. (A total of 6 hours at the hospital). The doctor went over my blood tests and said they looked good. Urine test came back very dark from dehydration because I wasn't permitted to drink any fluids even after the IV was dry. A new IV was given when inside the actual hospital room/bed. The ** scan was never done and I was sent home. I was given RX for anti-nausea medicine and basic pain medication. I was told to sip water often. After arriving home my severe stomach pain returned. I continued to feel worse and worse. The two RX did not help. My stomach started to distend drastically over the next fews days, I wasn't able to eat very much but I did my best to drink fluids. On April 28, 2023 I was so sick that I went to ****** Hospital's **. While there, they did a ** scan and found that I had an intestinal blockage and needed emergency surgery. My surgeon told me that I was lucky to have not waited any longer before going to their **. Mission Hospital should have been more thorough in caring for me. I wasn't treated like the sick patient that I was, therefore I do not feel I should be charged for the lack of care I received. I paid the co-payment while in the waiting room of $240.00. Then I was billed $1,336.04. My account number is ************. I had a very serious health emergency that could have been taken care of sooner had Mission helped me as they should have. The ** scan that a was ordered should have been followed through with.
Business response
05/26/2023
We are in receipt of the complaint filed by ***************************** and have thoroughly reviewed this matter. We apologize for any confusion or inconvenience experienced by the patient. Upon receipt of this complaint, we have requested a Quality of Care review be completed on this account. We appreciate the patients patience while this review is conducted and to allow time for a comprehensive review to take place. Once the review is complete, the patient would be contacted with the results. If the patient needs further assistance please have them contact Mission Health directly. Thank you
Customer response
05/27/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to my complaint, and realize that Mission needs to review their records to find that a ** scan was ordered by the doctor and then neglected to follow through with the procedure. Had the ** scan been performed as scheduled, the intestinal blockage would have been found. My pain and suffering was prolonged 5 days because of the hospitals negligence. I will not be contacting Mission directly.

Thank you.
*****************************
Initial Complaint
05/22/2023
Complaint Type:
Billing Issues
Status:
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.
On February 1st I got an ultrasound as I was told that I have extra dense breast tissue and this was needed in addition to the mammogram. Later I was contacted by Mission and told, "we're sorry but there the scan was poor quality and you'll need to come in for another ultrasound. This was a mistake on the tech's part and you will not be billed for a second ultrasound." We discussed billing and I was reassured that there was no way I would be billed TWICE for a MISTAKE MADE ON THEIR END. I came in again & I was billed AGAIN by Mission & also billed again by the radiologist. I requested an itemized bill. I spoke with various billing representatives who sent my case to a nebulous department for review. I then received a letter saying, "we have reviewed the charges and they are correct." They are NOT correct. There is no HUMAN in the "review department" who I can connect with. If the $528.74 that I overpaid is not refunded in 30 days, & the charges for the second ultrasound through radiology is not dropped, I will send all records the ** Attny ************* of ******** Affairs.
Business response
05/26/2023
We are in receipt of the complaint filed by *********************** and have thoroughly reviewed this matter. We apologize for any confusion or inconvenience experienced by the patient. Upon receipt of this complaint, we have requested an audit be completed on the patients accounts.We appreciate the patients patience while this review is conducted and to allow time for a comprehensive review to take place. Once the review is complete, the patient would be contacted by mail with the results. If the patient needs further assistance please have them contact Mission Health directly.Thank you
Customer response
08/01/2023

I am rejecting this response because:
In January I received a mammogram and ultrasound at Mission Breast Center. I was later called and told that the radiologist had made a mistake in the ultrasound and that I would need to come in for a second one. I was REASSURED that I would not be charged for an additional ultrasound since the mistake was theirs. I came in for the ultrasound. Then they called me AGAIN and said I needed to come in for a 3rd ultrasound due to an unclear reading. Once again, I was reassured that I would not be billed for anything more than the original mammogram and the original ultrasound. I have paid for the mammaogram and the first ultrasound. Mission has billed me for THREE ultrasounds. I have spent hours on the phone trying to correct this. I filed a complaint with the BBB and Mission refunded me for the SECOND ultrasound. And now they are billing me for the THIRD ultrasound. If this bill is not corrected / deleted by the first of September, I will send all documentation to the ** Attorney General and file charges through them.
Billing Adjustment

Business response
08/04/2023
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. A customer service representative from ******************** will be reaching out to the patient to explain in detail the outcome of the review conducted on the patients account. If the patient needs further assistance, please have them contact Mission Health directly.Thank you

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