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Complaint Details
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Initial Complaint
04/15/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
October 30,2023 I visited east over ob for a Pap smear and pelvic exam, ******** covered procedures. I am 75 so a ******** patient. I was billed a ***** an uncovered preventative care visit in addition to the covered pelvic and pap. It was never my intent to receive a preventative care visit. I get a ******** wellness check up from my internist also an atrium physician which is covered by ********. I only remember receiving a pap and ****** and discussing their frequency with my physician. But they have a weight. And blood pressure. I dont know it these were gleamed from my atrium records or if possibly I was weighed and ** was taken and I dont remember and didnt associate it with then documenting a service I neither needed nor wanted.I have tried to discuss this issue with them but am only informed in writing that they have verified coding. I have also filed an appeal with ********. Not that ******** did not approve but that atrium issued a charge in error. I was not given an advanced beneficiary notification but one is not required for non covered services, only encouraged.The patient is helpless in this situation. They dont know what will be billed until the bill is issued and the tendency at atrium is to up code if at all possible. I know of two other judgments where they coded incorrectly and were sued by government. Settlements in both cases were against .I am at least trying to warn other patients that this can happen to them with little recourse I am entering the amount charged below but have not paid. Because it is uncovered there is no ******** approved amount only the full charge. Again a loophole taken advantage ofBusiness response
04/15/2024
Better Business Bureau of *****************
*************************** 300
********, ********
Apr 15, 2024Consumer: ***** *******************************
Case # 21576237
To whom it may ************I am responding to your email sent to Atrium Health on 4/15/2024. We are investigating your concerns and will contact you on or before 5/15/2024.
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
04/15/2024
I am rejecting this response becauseit does not give any indication what their investigation will show. And the rest of the message is their standard verbiage I read in all the complaints.
I will await the results of their investigation.
but please note the patient has no control over what service is provided or billed. I only wanted pap and pelvic and made that clear and they knew I had a primary care physician and wellness checkBusiness response
05/06/2024
Resolution letter attached. A leader spoke to the patient on 4/18/24 in agreement to adjust the bill.Initial Complaint
04/15/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
On October 4, 2023, my daughter was admitted for a routine tonsillectomy at the outpatient surgery facility at Atrium Health Union (provider strongly encouraged us to use facility -- hard to say no to the person performing the surgery). My complaints of Atrium are across two categories:1) PRICE GAUGING: Besides the fact that I have no way of confirming the validity of certain charges based on the descriptions provided AFTER the surgery (e.g., $1,193 charged for "Coblation suction integrate saline/port"), the charges for important but basic services are absolutely egregious and bordering on criminal. For example:- Anesthesia (67 min): A per minute charge to simply administer the anesthesia (NOT the cost of the anesthesiologist - paid separately) at $102 / min or ~$6k / hour, for a whopping $6,884 - Operating room (57 min): $6,718.75 for just 30 minutes ($223 / min!) and then $134 / min for every minute thereafter for a whopping $10,350 billed! Again, this is JUST to have access to the OR (surgical supplies and devices charged separately). The cost of the actual surgeon doing the real work was well <10% of this cost (and again, paid separately). - Recovery room (96 min): Charged by the minute at $1,620 / hour, $27 / min! Yes, over $1,600 for every hour for the patient to lie in an uncomfortable bed and have a nurse check on them maybe 2x during the stay.- Pathology: Lab testing of tonsils, which we did not order and for which there is no research suggesting is necessary (in fact, most medical publications suggest it's clearly unnecessary and more often for hospitals to make money), cost $402 each. That's right, $402 charged for the left tonsil and a separate $402 charged for the right TRANSPARENCY: If I was given any indication that Atrium would bill these insane amounts, I would have gone elsewhere. To say that you can't predict costs is also just lying. You know how much you charge per minute for the OR, recovery room, etc. for this routine surgeryBusiness response
04/16/2024
Better Business Bureau of *****************
*************************** 300
********, ********
Apr 16, 2024Consumer: ***** *****************************
Case #21571860r
To whom it may ************I am responding to your email sent to Atrium Health on 4/16/2024. We are investigating your concerns and will contact you on or before 5/16/2024.
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
04/16/2024
While I appreciate that they have responded, no resolution has been provided. Instead, they have simply given themselves 30 days to provide an actual resolution. Until I receive a satisfactory response, I consider the correspondence "open" and therefore not resolved.Business response
05/23/2024
May 23, 2024
Better Business Bureau of Southern Piedmont
*************************** 300
Matthews, NC 28105
Consumer: AVERY *****
Case #: 21571860
To whom it may concern:
I am writing in response to the email you sent to Atrium Health on 4/16/2024. We appreciate your willingness to take the time to communicate your concerns on behalf of AVERY ***** BBB Case # 21571860
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 April 29, 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: ************
Initial Complaint
04/11/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
**** of ************ 03/29/2024 Agreed with the Provider: *****************************, MD, to repeat the lab test " 17-Hydroxypregnenolone - ***** (***)" since the test performed in December came higher than expected. The retest is called "Hema/Oncology Infusion".1st Without our agreement ALL the lab tests performed in December at the Atrium Health Lab (Pineville Hospital).2nd Despite the fact that the Levine's Children's Hospital and the Atrium Health Lab are from the same group and the tests with the same *** (Current Procedural Terminology), the Levine's Hospital charges up to 20x higher.Back in December, the bill sent to Cigna by the Atrium Health Lab was $964.55 and as an example the lab test 17-Hydroxypregnenolone - ***** (***) was billed $328.75 and the Androstenedione - ***** (***) $51.25, now in March, the bill sent to Cigna by Levine's Children's Hospital was $5,595.55 and for the lab tests ***** (***), instead of $328.75 was $451.20 and the ***** (***) instead of $51.25, Levine charged $460.60!!!!The bill from December I paid in full, but the one from Levine's I am not gonna pay until I have a detailed explanation of:1st why ALL the Tests repeated and the agreement was just one, 2nd Why the Levine hospital and not the Atrium Lab and 3rd the most important, the reason of the significant discrepancy on the amounts charged, since the *** are the same!Business response
04/16/2024
Better Business Bureau of Southern Piedmont
******************************************** 300
********, ** 28205
Apr 16, 2024Consumer: *******************************
Case 21559583
To whom it may *************************** to your email sent to Atrium Health on 4/12/2024. We are investigating your concerns and will contact you on or before 5/12/2024.
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 ** 28232
Phone: ************
Initial Complaint
04/04/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On 1.24.24, I went to my regular OBGYN for hormone testing. While there, I had blood drawn at which time I realized someone I'd filed a cease and desist against in May of 2022 worked in the lab. I asked that she not be in the room while I was getting my labs and subsequently asked that she have no access to my or my family's records. stability of the medical assistant. They told me not to leave and that this would be taken care of. I was given an email for the privacy department where I spoke with ************ eventually. I was notified on the morning of 2.2 that an audit was being run to see if the ee had inappropriately accessed my records. On 2.8.24 a Sheriff showed up at my residence with a no contact order from employee - who I have had no contact with. He recalled that he was told the story by her of my visit and let her know that nothing criminal had occurred and all she could really do was a. no contact order. I was notified by the ****** that it was against all rules for them to even mention they saw someone at the doctor's ****** or hospital, let alone access records. This employee told a complete stranger the story of me being at the Doctor's ******. I then spoke with ************ in privacy at Atrium on 2.9.24 and was notified that the employees employment had been terminated that morning as she had accessed my file THREE times with no cause. This is CONCERNING. I specifically said to the Office that this employee was unstable and at risk of accessing myself and my family's records and I wanted her off any of my charts IMMEDIATELY. They were alerted immediately of my concern and a request was made that she NEVER enter my records and a request to see if she had already was made. I have been irreversibly harmed by this dangerous, illegal and callous act of illegally viewing my medical records. What she has seen, we can never take back or know immediately who this information has been spread to and in what way. I am devastated.Business response
04/16/2024
Resolution letter attached. CMCustomer response
04/16/2024
I am rejecting this response because: It is grossly inaccurate and makes light of a serious situation.Initial Complaint
03/28/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I was hospitalized due to having low TSH levels. My primary ******* ************** ran test and informed me that I have hyperthyroidism and advised me that he sent over a referral to an endocrinology office near me. After a numerous of times of calling in regarding an appointment and getting the run around, I then requested for my referral to be transferred to an endocrinology office in South Park. I have called a numerous of times to have an appointment scheduled as my symptoms are worsening to no avail. Every time I call Im told that a message will be submitted over to whoever and that I will receive a phone call the following day. I have a child that I have to be here for and I cant express this enough. I feel that I am not being heard or properly taken care of by Atrium as it has been almost a month since my doctor has referred me to endocrology.Business response
03/28/2024
Better Business Bureau of Southern Piedmont
******************************************** 300
********, ** 28205
Mar 28, 2024Consumer: ******************************************
Case #********
To whom it may *************************** to your email sent to Atrium Health on 3/28/2024. We are investigating your concerns and will contact you on or before 4/28/24.
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 ** 28232
Phone: ************
Initial Complaint
03/26/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I visited the Atrium Health ************ One Health *********** at **************** in ************, North Carolina. The ******* ************************** ran unauthorized tests. She was not authorized to run a flu test. She ran it and billed me for it. And Atrium Health will not remove the charge from my bill. This is fraud. I need help as Atrium nor the specific urgent care facility will respond. They cannot take advantage of me. I have paid for the portion of my visit which was not fraud. The amount I am disputing is $225.49. I already paid them $151.01 for the office visit. I'm 33 years old and I have never disputed or not paid a medical bill in my entire life.Business response
03/26/2024
Better Business Bureau of Southern Piedmont
******************************************** 300
********, ** 28205
Mar 26, 2024Consumer: *********************
Case #********
To whom it may *************************** to your email sent to Atrium Health on 3/26/2024. We are investigating your concerns and will contact you on or before 4/26/2024.
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 ** 28232
Phone: ************
Customer response
03/27/2024
I am rejecting this response because: I submitted my initial complaint to Atrium health in December. It has been 4 months already. Atrium has continued to escalate this and now I'm at a Level 2 non-payment. I receive weekly calls from Atrium billing asking me to pay the bill because they refuse to resolve this issue. I cannot wait until late April for a response. I need a response quicker. Your billing team is harassing me. The bill should be frozen or something while you investigate this issue of test fraud by your doctor. I have spent countless hours on this issue to no avail and I need resolutionCustomer response
05/01/2024
I am rejecting this response because:
I need to re-open Complaint ID #******** for **********************. BBB closed the complaint because Atrium said they would respond by April 26th. They have not reached out or contacted me and today it is April 29th.Business response
05/23/2024
May 23, 2024
Better Business Bureau of Southern Piedmont
*************************** 300
Matthews, NC 28105
Consumer: KELLY ****
Case #: 21482765
To whom it may concern:
I am writing in response to the email you sent to Atrium Health on 3/26/2024. We appreciate your willingness to take the time to communicate your concerns on behalf of **********;**** BBB Case 21482765.
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, 13 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: ************
Initial Complaint
03/22/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
On July 26th 2023 I had a colonoscopy at the Atrium on Bylth Blvd. My insurance at the time United Healthcare paid the contracted rate of $8446.41 and I was left owing a copay of $300. The hospital is trying to charge me $2741.96 and keeps sending me bills even though they received a letter from United Healthcare stating that they may not bill me (according to the participation agreement) for any charges above the patients responsibility. I have been trying since January of this year to get this problem resolved to no avail. United Healthcare has sent them the *** that clearly states my responsibility of $300 several times. The account is now in level 2 balance billing stage and I am still being sent bills. The claim number is EA37245403 and my account with ********************** is *********. The last communication with Atrium and United Healthcare was today 3/21/2024.Business response
03/25/2024
Better Business Bureau of Southern Piedmont
******************************************** 300
********, ** 28205
Mar 25, 2024Consumer: *******************************
Case #********
To whom it may *************************** to your email sent to Atrium Health on 3/24/2024. We are investigating your concerns and will contact you on or before 4/24/24.
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 ** 28232
Phone: ************
Customer response
03/30/2024
I am rejecting this response because: I will wait until you have closed my case to close this complaint case.Initial Complaint
03/21/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I spoke with the office manager at the ********************** in ******** regarding this matter and was told it was handled. Last week I received a call from a collection agency regarding the bills. The ** told the collection agency "they don't get in the middle of custody matters". This is NOT a custody matter. A middle aged man brought 2 kids into this center of multiple occasions, signed a consent to treat form, provided his wife's insurance and their home address, THEN provided my name as the financial guarantor. I have never received a billing statement as they went to their home, the insurance is not in my name, I was not present nor did I consent to treatment, and there is no legal document stating that I am financially responsible for the 2 he brought in. Again, I spoke with the office manager and she assured me that since ***************** signed the consent to treat, etc that the bills would be switched to his name; MONTHS LATER - they were not. I am now being harassed by a collection agency. I've requested documentation as I will be contacting a lawyer if this is not resolved by the end of 3.31.2024. I will pursue damages for my time and effort, lost wages, and undue stress. I am disgusted at how the ** lied to me on multiple occasions and knew that I was not receiving any notices to reach out sooner about this. Every statement and collection notice has gone to ***********************, not me. The collection agency only has my phone number from their research, and again, I have received nothing to address this sooner. I will ensure that this dangerous policy of allowing anyone to give a name as financial guarantor never happens to anyone! Atrium Health should be ashamed of their actions, lies, and policy.Business response
03/22/2024
Mar 22, 2024
Better Business Bureau of Southern Piedmont
******************************************** 300
********, ** 28105
Consumer: **********;****
Case #: 21462515
To whom it may concern:
I am writing in response to the email you sent to Atrium Health on 3/21/2024. We appreciate your willingness to take the time to communicate your concerns on behalf of **********;**** BBB Case #21462515
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 Mar 22, 2024.
For additional questions or concerns, please reference my contact information below.
Sincerely,
***************************
Patient Experience Consultant
Atrium Health
P.O. Box 32861
Charlotte, ** 28232
Phone: ************
Initial Complaint
03/21/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On 03/20/2024 I called to schedule a dermatology appointment and was refused because I didn't have a referral. I had already seen an urgent care physician not associated with Atrium and he's the one who told me to see dermatology for a rash on my hand that hydrocortisone isn't clearing up. My insurance doesn't require a referral so I should be able to use my insurance the way my insurance provider intended. Atrium is intentionally putting roadblocks to care in place. It's pretty sad an insurance company is more compassionate than a hospital. I've attached a screen shot of my explanation of benefits to corroborate my claim.Business response
03/21/2024
Better Business Bureau of Southern Piedmont
************************************************
********, ** 28205
Mar 21, 2024Consumer: **** *************************
Case #21462263
To whom it may *************************** to your email sent to Atrium Health on 3/21/2024. We are investigating your concerns and will contact you on or before April 21, 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 ** 28232
Phone: ************
Customer response
03/21/2024
I am rejecting this response because: the business did not respond to the issue. Is it a hospital policy or not? If it isn't then why is the Atrium Dermatology in ************, ** telling people they can't make appointments. The issue needs to be addressed here. Not some personal communications. Make this information public if your policy is to road block care then admit that and make it public. If you won't because you know it looks bad then be ashamed as well.Business response
03/28/2024
Mar 28, 2024
Better Business Bureau of Southern Piedmont
******************************************** 300
********, ** 28105
Consumer: CODY *******
Case #********
To whom it may concern:
I am writing in response to the email you sent to Atrium Health on 3/21/2024. We appreciate your willingness to take the time to communicate your concerns on behalf of *********;******* BBB Case #********
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 Mar 26, 2024.
For additional questions or concerns, please reference my contact information below.
Sincerely,
***************************
Patient Experience Consultant
Atrium Health
P.O. Box 32861
Charlotte, ** 28232
Phone: ************
Initial Complaint
03/12/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I was charged for a respiratory therapist to check my own bipap machine that I brought from home while in the hospital. They only came in my room and asked if I needed anything and never checked or touched my machine. They billed me $2400.00 for this so called service. I disputed the charge and they denied it. Thats a crazy amount for doing absolutely nothingBusiness response
03/13/2024
Better Business Bureau of Southern Piedmont
************************************************
********, ** 28205
Mar 13, 2024Consumer: *************************
Case # 21418576
To whom it may *************************** to your email sent to Atrium Health on 3/12/2024. We are investigating your concerns and will contact you on or before 4/12/24.
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 ** 28232
Phone: ************
Customer response
03/13/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to my complaint, and find that the timeline for their resolution is satisfactory to me.
Thank you. *****
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Customer Complaints Summary
177 total complaints in the last 3 years.
58 complaints closed in the last 12 months.