Complaints

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

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  MUSC Health

  1315 Roberts St Camden, SC 29020-3737

• 

  MUSC Health

  PO Box 7003 Camden, SC 29021-7003

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:06/11/2024

  Type:Billing Issues
  Status:

  ResolvedMore 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 received a bill from Medical University of South Carolina Health, but I never visited there and don’t even live in the state. It must be identity theft, a mistake, or a scam.

  Business Response

  Date: 06/11/2024

  I have discussed this case with *** ******* and it was determined that this is an accurate bill for pathology services.  She has been directed to contact MUSC Heatlh billing to ensure insurance information is applied to account.  The case is considered closed from our perspective.

  Thanks

  Jennifer M*****, MSN, RN, NE-BC
  Director of Quality Outcomes, Risk Management, and Patient Safety
  MUSC Health- Midlands Division
  803-256-5891

  Customer Answer

  Date: 06/11/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *** *******

• Initial Complaint

  Date:04/24/2023

  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.

  Subject: Incorrect billing by MUSC Billing Dept. (Charleston, SC) resulting in denied Medicare and Humana claims. Guarantor# ******* Date of Service: 11/14/22-11/15/22 Acct. #********* Inpatient Admission Date of Service: 11/18/22 Acct. #********** Out-patient Date of Service: 01/03/22 Acct. #********* Cardiac Rehab

  Business Response

  Date: 05/05/2023

  The patient has been contacted and the patient gave permission for the account to be discussed with his spouse. The account was discussed in detail with his spouse for the visits in questions. A plan/decision has been made on the visits in question. 

  Customer Answer

  Date: 05/05/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  Claims for date of service 11/14/22 (acct# *********) and date of service 1/3/23 (acct# *********) have been resolved, but the claim for date of service 11/18/22 (acct #**********) is still in question. I was advised that this claim  will be corrected and re-billed, but due to my past experience with the MUSC billing department, I cannot yet say that complaint: ******** has been completely resolved.
  Sincerely,
  
  ******* **********

  Business Response

  Date: 05/22/2023

  As noted in account notes in record, the billing department has discussed all of these accounts in length with patient and wife.  The account balance has been waived.  This concern is considered closed as there is nothing further to be done for these accounts.

• Initial Complaint

  Date:04/19/2023

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  Day of Surgery: November 10, 2021 Account number: ************ Service at the hospital was just fine. The problem with MUSC is their Billing Department and the outside agency (MUSC Contracted Billing) that they use. After the surgery in December 2022 or January 2023 we had made arrangements over the phone with MUSC representative to make a monthly payment of $135 a month. This is a Verbal Contract that was agreed upon by both parties, since I send the check each month and they accept the payment each month. April of last year (2022) they said that we had missed our payment, that was untrue and my wife sent a copy of the check that they had cashed and the issue was resolved in a couple of weeks. This year in February (2023) they made the exact same claim that we had not made February's payment. Again, my wife sent them a copy of the check, but this time it was almost a month and a half later that they resolve the missing payment. During the dispute about the missing payment my wife paid the March payment. They withdrew it from our checking account, but refused to give us credit on our account until the February issue was straightened out. In my view this was criminal and since we send the payments to Atlanta, GA then the crime crosses state lines. I called the agency (MUSC Contracted Billing) and informed them if they did not resolve this issue that day that I would have to contact the FBI since it crossed state lines and then file a complaint against them with the Better Business Bureau. After contacting the Agency, I called MUSC Kershaw to talk with their Billing Department. Their Representative said that they would open a case on it, but I should send the complaint and copy of the check for the missing February payment to Mark S********. My wife did so that evening and we heard nothing from him, nor anything from the agency. My wife called the agency yesterday April 18, 2023 and they said that both payments for February and March were credited to my account, but that we were no longer under our $135 a month payment plan and that we would get a final notice bill with payment due immediately or we would be sent to collection. During this whole ordeal, the agency had been telling us that they would send our account to collection if we did not catch up on our payments, even though it was their accounting error. This morning April 19, 2023 I called MUSC Kershaw to find out why my payment plan had been removed and we were going to be sent a final notice bill. The Representative put us on hold several times, but came back the final time and said that she would open a case into it and they would get back with us. She could not tell me anything about why the payment plan was gone and she affirmed that we would be sent a final notice bill. I asked the Representative if I could speak to a supervisor, but she said no, that one could call me in 2 days. I told here that I did not want to be sent to collection and my credit messed up, and if this happened that I would have to sue them since they broke a Verbal Contract. I kept asking to speak with a supervisor or manager and eventually she hung up on me. My wife had all the documentation showing what has gone on. If you need these documents, please feel free to contact me either by phone or by email. If they would have left the payment plan in place their would be no need in contacting you, but what they have done now is illegal.

  Business Response

  Date: 05/02/2023

  Mark S********, MUSC Midlands Market Director of Revenue Cycle called and spoke with Dan C******* from the Columbia  office of the BBB regarding this complaint.  He also called NPAS our vendor partner and confirmed all payments have been credited to the account.  The patient’s wife called NPAS this morning and paid the remaining balance in full.  The account is now at a -zero- balance.

  Please accept our sincerest apologies for the frustration this has caused you.

  Sincerly,

  Jennifer M*****, MSN, RN, NE-BC

  Director of Quality, Risk Management and Patient Safety

  Customer Answer

  Date: 05/03/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. The fact is that MUSC broke the law by terminating my verbal contract with them for the allotted amount per month. A representative for MUSC did contact me and apologized for what has taken place. There still has been no answer to why i had been taken off the payment plan. The representative with MUSC agreed with me that this legally binding verbal contract had been broken. I was able to pay the amount in full, but if i did not they were going to send me to collections which they had no right to do. These are very bad business practices and what they have done is illegal as well. This company needs to be held accountable for these misdeeds. 
  
  Sincerely,
  
  ******* *********

• Initial Complaint

  Date:09/22/2022

  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.

  I had been paying on an agreement bill with KERSHAW Health. Now, that MUSC has taken over, they insist that I was delinquent on my payment for August's. They will not honor the agreement because MUSC does not have a $60 payment plan. Next, when I tried to pay for the month of September, the toll free number has changed. The young lady I spoke to about this said MUSC does not have a number like that. Also, called Melani in accounts receivable at KERSHAW health and she confirmed that I did make a payment on August 3. Apparently some money is being mismanaged at the hospital. I asked MUSC for my payments from 2019 - present. If they can't find my payments, then something is wrong. KERSHAW Health sent what they had and as of this date, I have received nothing. I also explained to them that due to COVID-19, I am now unemployed. One representative said that she would send me info as to how to apply for hardship. Never received anything. A representative called last week requesting the same as signing a new agreement of 124.00 per month. I explained to her again and she said she would give me a phone number to call for hardship. If anybody had COVID; they would understand how difficult this is for me. I asked them to send me how my payments were allocated . To this date have not received anything. I can't even set up any lab work at MUSC unless I make a payment. I'm not really understanding this for a nonprofit hospital. BBB please help me resolve this issue. Billing has become a mess since MUSC took over

  Business Response

  Date: 10/13/2022

  Business Response /* (1000, 5, 2022/09/27) */ Contact Name and Title: Mark S******** Contact Phone: *********** Contact Email: ********@musc.edu The hospital has requested proof of payment from Ms. **** ******** to help identify where the payments have been directed. To date Ms. ******** has not responded. In addition, the 3rd party company trying to resolve the mis-directed credit card payments is reaching out to Ms. ******** for proof of payment to resolve the issue. Consumer Response /* (3000, 8, 2022/10/03) */ I did send information back to them. The only reason why it took a minute is because there was no return address on the envelop and I was not too sure where or who the paperwork was from. I have forwarded back to them in hopes I can get some relief from them financially in order to carry on with my life. I am a covid survivor and having problem understanding the whole procedure. It is okay if you cannot make them help. However, I would not like the case to be closed until they respond to me . Thank you so much for all you do **** *. ********

• Initial Complaint

  Date:06/22/2022

  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.

  I have spent the past two months of my live for which time I will never get back trying to get this resolved with all avenues at MUSC and with ****** (MarketPlace-Not Medicare) Insurance but have not been able to get any help with these issues. 1. I recieved a bill from MUSC for an outpatient tele-health virtual visit on 4/14/2022 with Dr. Gwyneth M*****. This appointment NEVER occurred and Dr. G M***** is not one of my MUSC doctors. 2 Also, MUSC is billing for a $10 CoPay for another visit, despite numerous exactly the same e-visits with the same doctor (Lawerence C*******) which should be a $0 co-pay. 3. MUSC appears to be filing double claims (2 office visits) per claim for 1 office visit. I have raised the concern with ****** on numerous occasions for further investigation, but have not investigated this further seemingly not caring about possible fraudulent insurance claims.

  Business Response

  Date: 06/29/2022

  Business Response /* (1000, 5, 2022/06/24) */ Thank you for bringing forward your concerns about your visit to MUSC Health. Because of privacy concerns, we cannot discuss any healthcare concerns online without appropriate verifications of account ownership. Please call our Customer Service Department at XXX-XXX-XXXX or XXX-XXX-XXXX Monday through Friday, 8 a.m. to 4:30 p.m., or send us a secure message 24/7 by accessing MyChart. Consumer Response /* (3000, 7, 2022/06/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have contacted them via my account on multiple occasions over the past 2 months on the secure portal and called customer service and they do not answer the phone and have not rectified the billing error via the portal messages system and complaints also placed. To verify my account, the last 4 digits of my SSM are ****. I am n not paying a bill for an appointment that was not with any of my doctors nor was the appointment held. The appointment was not scheduled as this is not my Dr. and the bill just appeared on the billing section of my account on the portal. Business Response /* (4000, 9, 2022/06/28) */ Ms. ******, Thank you for your reply. We are sorry that you are having concerns over your visit with us, and we are happy to assist you with those concerns through our billing office. Please call our Customer Service Department at XXX-XXX-XXXX or XXX-XXX-XXXX Monday through Friday, 8 a.m. to 4:30 p.m., or send us a secure message 24/7 by accessing MyChart.