ComplaintsforAtrium Health

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Initial Complaint
06/21/2024
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.
My son visited Atrium Health Provide ** on May 20. He spent over 3 hours just waiting to get some ultrasound that was requested by the urgent care. The ** room is charging for level 5 high severity and threat treatment. This was patently not how they treated him, since it was a lot of waiting around for imaging. On top of that they have charged twice for the same ultrasound service. Upon calling about bill, the atrium health just ignored what we were saying.
Business response
06/24/2024
Better Business Bureau of *****************

*************************** 300

********, ** 28205

Jun 24, 2024

Consumer: *****************************

Case #********

To whom it may ************
I am responding to your email sent to Atrium Health on 6/21/2024. We are investigating your concerns and will contact you on or before July 24, 2024.

Atrium Health is dedicated to providing our patients with excellent healthcare and being mindful of the cost of care. Please know that your feedback is important to us, and we appreciate the opportunity to investigate and resolve these concerns.

Atrium Health wants to continue to be your hospital of choice, and I apologize we did not meet your expectations.

Sincerely,

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

Sr. Patient Experience Consultant

Atrium Health

P.O. Box 32861

Charlotte NC 28232

Phone: ************
Initial Complaint
05/30/2024
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.
I would like to understand why Atrium Health would have my Mother on a large dose of Abilify (15 mg) when she has had significant issues with her diabetes and it is a known issue with this medication.The psychiatric department of Atrium seems to be a revolving door of doctors, which limits continuity of care, and there seems to be a lack of coordination amongst doctors within the same healthcare system. For instance, why didnt my Mothers primary care doctor identify that she was on a medication that could be affecting her diabetes and work with her psychiatric doctor to either move her to an alternative medicine or taper her off of the medication?We had similar issues in 2014 when her primary care doctor took her off of Gabapentin cold turkey, and she experienced significant withdrawal symptoms which led to her being hospitalized. She was not hospitalized because she has a chemical imbalance - it was because her body was dependent on Gabapentin and it was stopped cold turkey.Last, I am disappointed that my mothers psychiatric doctors have ignored my requests to taper her off of some of these psychiatric medications. Instead, they are increasing them. Over the past ***** months she has developed retinal toxicity which is likely linked to these excess medications she is taking.These psychiatric medications create dependency, and come with significant side effects. When you stop taking them, you experience withdrawal symptoms that mimic the exact symptoms you took them for in the first place. Her medications should have been slowly tapered down and adjusted since she was released from the hospital in 2015. She should not be taking 2400 mg of gabapentin for over a decade when her symptoms have clearly improved. She is having problems with memory, concentration, and cannot make decisions and have normal feelings because her brain is doped up on excess psychiatric drugs.Please call me so we can discuss this further.
Business response
06/03/2024
Better Business Bureau of *****************

*************************** 300

********, ********

Jun 03, 2024

Consumer: ***********************

Case 21783058

To whom it may ************
I am responding to your email sent to Atrium Health on 5/31/2024. We are investigating your concerns and will contact you on or before 6/30/2024.

Atrium Health is dedicated to providing our patients with excellent healthcare and being mindful of the cost of care. Please know that your feedback is important to us, and we appreciate the opportunity to investigate and resolve these concerns.

Atrium Health wants to continue to be your hospital of choice, and I apologize we did not meet your expectations.

Sincerely,

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

Sr. Patient Experience Consultant

Atrium Health

P.O. Box 32861

Charlotte NC 28232

Phone: ************
Initial Complaint
05/29/2024
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.
My wife, *****************************, woke up one morning with a swollen face, she was suffering no other symptoms, such as pain. I took her to the ** and was met by Dr. ************************** During the visit which did not exceed 5 minutes, he looked at her and determined it was a tooth infection, offered anti biotics which we declined as we decided to visit our dentist instead. No Xray was taken, no ** reading, just a question and an answer. Later I was sent a bill for ******* dollars.When I inquired about a detailed bill, all I was provided was a severe tooth infection. The doctor submitted the paperwork to my insurance Anthem BCBS as dental which was declined as Er does not cover dental. As a patient we initially went there thinking it was an allergy attack since my wife had suffered that previously and had to get a shot.We were not aware of a tooth infection due to lack of any kind of pain. I asked the hospital to recode the claim to the insurance so that it can be covered since we did not know the cause, and they refused. The issue I have is that the bill should not be anywhere near that amount since we were there for 5 minutes, and no services were conducted. I am now being billed and no one is willing to take an action. Please help
Business response
06/03/2024
Better Business Bureau of *****************

*************************** 300

********, ********

Jun 03, 2024

Consumer: *****************************

Case 21774981

To whom it may ************
I am responding to your email sent to Atrium Health on 5/30/2024. We are investigating your concerns and will contact you on or before 6/31/2024

Atrium Health is dedicated to providing our patients with excellent healthcare and being mindful of the cost of care. Please know that your feedback is important to us, and we appreciate the opportunity to investigate and resolve these concerns.

Atrium Health wants to continue to be your hospital of choice, and I apologize we did not meet your expectations.

Sincerely,

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

Sr. Patient Experience Consultant

Atrium Health

P.O. Box 32861

Charlotte NC 28232

Phone: ************
Customer response
06/04/2024

I am rejecting this response because: at it says is that they will look into it. Furthermore, they sent me an explanation of benefits claiming the charges were for facility fees and a high risk medication which we never received or accepted

Business response
06/04/2024
acknowledgement letter attached. CM
Initial Complaint
05/15/2024
Complaint Type:
Sales and Advertising 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 received a bill on 3/7/24. I called and set up a payment plan on 3/8/24 and received a confirmation email about the payment plan that day. I received a letter on 5/10.24 that I had been turned over to a collection agent (even though payments had been made). When I called today, 5/13/24, to ask why I was turned over to a collection agent, ******* stated they had no record of a payment plan even though I had an email confirmation and payments had been taken out of my checking account. Baptist representative was not helpful and would not correct my status even though I had an email with the payment plan and payments had been made.
Business response
05/15/2024
Dear BBB,
Please contact Atrium Health Wake Forest of Charlotte. Patient has no billing on the ************* system.
Thank you,
Customer Service

Customer response
05/15/2024
I am rejecting this response because:

I understand I have no balance with Atrium Health ******************* because I immediately payed the bill off after receiving the letter from the collection agency the other day. This does not change the fact that a payment plan was set up and a confirmation email was sent to me stated the payment plan was in place and started with an automatic draft each month. The response from Atrium Health Wake Forest Baptist also does not explain why the automatic draft for payment plan was stopped without my authorization and without Atrium Health Wake Forest Baptist informing me the cancellation of payments. Lastly, Atrium Health ******************* has not informed me the steps they will take in insuring that my credit score will not be effective from them turning me over to a collection agency and making sure their mistakes in this situation will never happen to me or anyone else again.
Business response
05/17/2024
Better Business Bureau of *****************

*************************** 300

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

May 17, 2024

Consumer: ***************** *******

Case #********

To whom it may ************
I am responding to your email sent to Atrium Health on 5/16/2024. We are investigating your concerns and will contact you on or before 6/16/24.

Atrium Health is dedicated to providing our patients with excellent healthcare and being mindful of the cost of care. Please know that your feedback is important to us, and we appreciate the opportunity to investigate and resolve these concerns.

Atrium Health wants to continue to be your hospital of choice, and I apologize we did not meet your expectations.

Sincerely,

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

Sr. Patient Experience Consultant

Atrium Health

P.O. Box 32861

Charlotte NC 28232

Phone: ************
Initial Complaint
05/06/2024
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.
On 12/21/21 I had a surgical procedure at Atrium Health ************. I was told after the procedure to call and set up a payment plan. When I went to do so after my surgery, I was asked my DOB several times and placed on hold. I was then told I needed to be transferred to another department without explanation. When the phone was answered at transfer, I was greeted with "Please provide the decedents name and date of birth". I had been marked as deceased and sent to DCM who handle billing for deceased individuals. After several days of calling, and requesting to speak with a supervisor, which I was never given the opportunity to do, I was told this was corrected, and I have been making payments on this account since. It has been two years. I recently received a message saying there was a change in my billing, and when I called to speak with the Atrium billing department, I was again put on hold several times and when they came on, I asked if they still had me listed as deceased and was told yes. I have several different accounts listed with them and have been calling for days trying to get records, speak with someone, and figure out how this mix up occurred and has not been corrected. I haven't been given requested information on what accounts are listed as having me deceased. I would like help getting this resolved, corrected, and credited.
Business response
05/08/2024
letter attached. CM
Initial Complaint
05/04/2024
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 been told by people in Atrium health that as long as I am putting money down each month they wont send my bill to collections. I have been paying every month $25+ a month. They have now sent it to collections. I have a paper trail of payments too. They said I can send my bills to access one. I have already done they and now owe them over $5,000
Business response
05/06/2024
Letter attached. CM
Initial Complaint
05/03/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On February 26, 2024 I was sent over to the labor and delivery portion of Atrium Cabarrus by my OBGYN to receive a Rhogam shot because he did not have one in office. He had called over and asked the floor nurse if she could administer one and was told that she could, just to come over really quickly and should be out in a few minutes. From my understanding, it was only to take a moment to administer and I was not to be admitted to the hospital for any reason. When I received the bill, I saw the itemized statement showed that they had not only charged for medication but also a fee for administration (which I am not disputing), but they also filed to my insurance and have requested partial payment from me for a room fee of over $1000. I have tried to contact them numerous times and have finally received correspondence back that they are not going to take the room fee off, but are now calling it outpatient hospital visit. I was never informed that I would be paying for anything other than an injection and was only there because my OBGYN does not have the medication in his office. I did not receive any other hospital services. Furthermore, the fact that they have now changed the description from room fee to outpatient visit would indicate that something was miscoded to begin with which should indeed change the fees. I have not paid the bill as of yet because I do not feel that this is an accurate depiction of what occurred and do not feel responsible to pay for something that was either miscoded or misrepresented as to what I would be charged for.
Business response
05/06/2024
Better Business Bureau of *****************

*************************** 300

********, ********

May 06, 2024

Consumer: **********************************

Case # 21663111

To whom it may ************
I am responding to your email sent to Atrium Health on 5/6/2024. We are investigating your concerns and will contact you on or before 6/6/2024.

Atrium Health is dedicated to providing our patients with excellent healthcare and being mindful of the cost of care. Please know that your feedback is important to us, and we appreciate the opportunity to investigate and resolve these concerns.

Atrium Health wants to continue to be your hospital of choice, and I apologize we did not meet your expectations.

Sincerely,

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

Sr. Patient Experience Consultant

Atrium Health

P.O. Box 32861

Charlotte NC 28232

Phone: ************

Customer response
05/07/2024

I am rejecting this response because:
I received a phone call the same day this response was submitted 5/6/2024 stating that the charges for labor/delivery outpatient services was being removed and I would receive an updated bill to reflect that. As soon as I receive an updated statement I will remove my complaint from BBB and/or accept it as satisfactory. I am only responding with a non-acceptance until I have confirmation of what I was told over the phone because it said I have 5 days to respond to this correspondence. Thank you for taking another look at this charge and understanding the discrepancies. Sincerely, ***************************
Business response
05/10/2024
May 08, 2024

Better Business Bureau of Southern Piedmont

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

Matthews, NC 28105

Consumer: LAURIN *******

Case #: 21663111

To whom it may concern:

I am writing in response to the email you sent to Atrium Health on 5/6/2024. We appreciate your willingness to take the time to communicate your concerns on behalf of LAURIN ******* BBB Case #21663111

We have completed our investigation of the concerns regarding the recent experience at Atrium Health. The complaint has been addressed with the complainant and resolved as of May 08, 2024.

For additional questions or concerns, please reference my contact information below.

Sincerely,

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

Patient Experience Consultant

Atrium Health

P.O. Box 32861

Charlotte, NC 28232

Phone: ************
Customer response
05/10/2024

I am rejecting this response because:
I have not received an updated bill. This breakdown on the ***************** shows that I still owe the same amount as when the room fee/outpatient services were applied. However, the breakdown now shows that those fees were removed, but the total owed is the same. The total of $498 is more than the amount charged for the Rhogam shot and administration of the shot, and not even considering how much my insurance paid on those services. I did agree in phone conversation to accept the dispute once the room fee/outpatient fees were removed; however, the bill is still not reflecting that. So, stating that we have come to an agreement is somewhat incorrect as Atrium is requesting more money than is owed for the services administered.
Business response
05/21/2024
Case has been closed. CM
Customer response
05/23/2024

Better Business Bureau:

I have received a letter from the provider stating that the charge had been removed and was accidentally charged. I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.

Thank you for your help.
***************************
Initial Complaint
05/01/2024
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.
On April 16, 2024, Tuesday, I had an accident and injured myself. I live in *****, **, but I was spending a short term stay in Charlotte, **. My pain was so high that I decided to call a well known *********** in Charlotte called Atrium Health. I called in the afternoon, around 2pm, and told them I needed to do an MRI, the agent said that they didn't do MRI's on the *********** and that I had to go to the Emergency Room, and gave me the phone number to the Atrium Health Emergency Room. I called them and asked if they had MRI, because I injured my knee and specifically said that an **Ray wouldn't find anything, they said that I could just walk in.I walked in at 5pm, and explained what happened and said I needed an MRI. They said ok and that I had to get checked by a nurse first. They checked my blood pressure and made me wait 2 hours for an **Ray, which I said I didn't need, but they said it was the procedure to do it before doing an MRI. After the **Ray, they took me to a room full of people, which I had to bag for ice and anti-inflammatory, and they gave me 2 pills. 2 hours after no one showed up, and I complained, until a Physician Assistant called *******************************, PA came and said he was waiting for the Orthopedic Doctor to come and talk to me, so he could request an MRI, since ******************************* PA is not a doctor. 2 hours later, at 1130pm he came and said that the Doctor couldn't see me, because he had to leave and he wouldn't request an MRI because that's not an emergency. They made me wait for 7 hours, to NOT DO ANYTHING. I didn't talk to ONE SINGLE DOCTOR. and they billed me $3,357 + $427 which after my insurance I'm supposed to pay $708.10 + $75.37, issued by Doctor ************************ Here are the issues:- I never saw a ************* lied to me saying I could get an MRI at the emergency room - They made me wait 7 hours for nothing - I left with the exact same pain I got there - They only "gave" me crutches I'm not paying for a service I didn't receive.
Business response
05/06/2024
Letter attached. CM
Customer response
05/06/2024

I am rejecting this response because they didn't solve anything yet. The response is just stating that they are investigating what happened and gave me 30 days to respond.

Business response
05/06/2024
Resolution letter attached. Please note that the facilities have been working on the case before I sent the initial letter. CM
Initial Complaint
04/23/2024
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.
After visiting the *** my accident status was sold to a 3rd party without my explicit permission. KNOWTION Health out of **********, **
Business response
05/06/2024
Letter attached. CM
Initial Complaint
04/17/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
This is the 2nd time that Atrium Health the ****************************** has changed my appointment without my consent first. I understand that the doctor is a human just as we are and things have to be moved around. However, you do not just change someones appointment without first obtaining their consent. This latest circumstance, which was yesterday. I had an appointment scheduled for 04/17 at 1:00pm. The scheduler called me as I was walking in their building for another appointment that day. And leaves me a voicemail stating they had to move my appointment to 1:30pm. Did not ask me or confirm if this would work for ME. Just told me that they moved it. The fact that it is only 30 minutes is not the issue. And personally I do not care how short of time that it is. Just as they are someones employee, so am I! I schedule time off work to attend my medical appointments. My time matters! When you take PTO you cannot alter someones time as that changes their PTO and could affect my attendance of being back on time changing my appointment to a later time. The professional manner would have been to ask, give me a choice and if I needed to change all together I could have. Again this is the 2nd time this has happened. And this issue should really be addressed. As this is peoples time and work. When I asked the scheduler why my appointment was changed. She stated another patient had transportation issues. So why does my appointment have to be moved for another patient?? Does this office participate in special treatment. That is not a reasonable excuse to adjust my appointment time when you do not know the ramifications on my end as well. Myself and another patient have nothing to do with each other. And quite frankly I did not need to be made aware of this patients circumstances. Next I am going to the ******************* to report the practice.
Business response
04/18/2024
Letter attached. cm
Customer response
04/22/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to my complaint, and I look forward to the resolution on or by 05/17 as outlined in their correspondence.

Thank you.

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