Business Profile
Hospital
MUSC HealthThis business is NOT BBB Accredited.
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Complaints
This profile includes complaints for MUSC Health's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 63 total complaints in the last 3 years.
- 22 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:04/02/2025
Type:Billing IssuesStatus: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 went to new family practitioner who ordered a battery of blood tests that were submitted to Medicare and my supplemental insurance. The date of service was 11/15/2024. The claim was denied and I submitted an appeal to CMS. I have attached a copy of the appeal result with this complaint. The practice/laboratory has persisted in continuing to try and collect for the services and even offering a 50% discount for these inflated retail priced lab tests which I am not responsible for. I have sent them a copy of the attached letter and CMS has also which they have chosen to ignore and have continued to attempt to collect from me.Business Response
Date: 04/09/2025
A resolution has been made, and a response has been sent to the patient.Customer Answer
Date: 04/09/2025
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:12/23/2024
Type:Billing IssuesStatus: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.
My daughter was seen at their location in Orangeburg while we were traveling out of state. My husband took her and paid our co-pay of $40. After receiving a statement from them, the charge amount was not on their, like it was on the EOB from the insurance company, and it did not reflect the $40 co-pay that we paid. Only now after attempting to work with MUSC and now a debt collector that they turned our account over to, I was told that it was a "facility fee" and that the $40 went to that and not the charges to be seen by the provider. Is this legit? Do they do things differently in SC? Both MUSC and the debt collector that they hired were unwilling to address my concerns and only repeated what they said before (talked in circles) or told me that I would have to contact the other to get this resolved (pointing fingers). I work hard for my money and I only want credit for what I paid and then I'll pay the balance I owe and nothing more. Where or how can I get a resolution?Business Response
Date: 12/30/2024
A phone call was made with a voicemail left. A resolution has been made regarding account concerns.Initial Complaint
Date:11/05/2024
Type:Billing IssuesStatus: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 been reaching out to MUSC every week for almost 6 months asking them to complete a fairly simple action. They 1) refuse to do their work 2) continue to bill me 3) will NOT provide a call back as requested SO MANY times. Background: my son had a parasite that required lab testing. Insurance denied the labs due to the diagnosis was unclear. Insurance has said they will accept the charge if the diagnosis was updated. The diagnosis was updated in August by Coastal Pediatrics. I have called COUNTLESS times to ask that it be updated and resubmitted. Coastal pediatrics has also tried. The fact that I have spent so many hours begging and pleading for MUSC to take steps on this change and you have failed and refused to take any productive action is not only ridiculous but unethical. I have gone above and beyond to resolve this matter with no reasonable effort or response from MUSC. I will NOT be paying charge from 2/29/24 until it is properly sent through insurance. Additionally, they are taking funds that are for other bills and applying them to this bill which is not authorized or appropriate. When I have been able to get someone to remove that payment application, then someone else goes back in and reapplies.Business Response
Date: 11/11/2024
I have contacted patient regarding billing concerns.Initial Complaint
Date:11/05/2024
Type:Billing IssuesStatus: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.
Took my two boys to MUSC after hours on hwy 17 north on Sunday afternoon June 30, 2024. I have United Healthcare insurance. We have an “urgent care” copay of $50 and an “ER” copay of $500. Regular office visit copay is $35. MUSC billed me for “hospital services” office visits of $1,460 for 1 child and $882 for the other child. After hours is urgent care, not ER and not outpatient ER. UHC is saying that MUSC is billing it this way, not UHC saying that after hours is ER. Both myself and my insurance rep have called UHC and MUSC several times. MUSC cannot/has not provided any proof as to why it is being billed as outpatient hospital services and not urgent care. Even if it was considered ER then my copay of $500 would apply. They also charged a “clinic visit” and an emergency services office visit. They are double charging and incorrectly coding services. They also charged me my office visit copay of $35 AT THE TIME OF SERVICES. They are charging “outpatient office visit” fees PLUS “physician hospital services” PLUS Clinic charges. They also charged $776 for RSV/Flu/Covid and strep rapid testing. I paid the full balance of 1 child’s charges before I realized how I was being billed. I have not paid the other kids balances. Online it states that MUSC after hours is urgent care NOT ER so I should not be billed as outpatient hospital services.Customer Answer
Date: 11/05/2024
MUSC is deliberately not informing patients that certain locations involve a “facility fee.” I called to schedule an appt with my ob gyn at the Daniel Island location for some problems I was having. There were no appts available until January 2025 at that location so I asked for appts at another location. They told me they had an appt at the cannon street location and I said that will work. It was not until the day before the appt that somebody called me to confirm the appt and let me know it would fall under my “specialist” copay because of the cannon street location. I was confused and aggravated but I did not want to wait any more get for another appt time. As a result of my visit it was determined that i should have a transvaginal ultrasound. When I checked out the lady scheduled my appt for the cannon street location. A couple of hours later I received an estimate for $1,800 for the ultrasound. I called MUSC to find out why it is so high and they said that it is applied to my deductible. I asked for a detailed estimate and they said they could not provide a detailed estimate with a breakdown of the charges or tell me why the cost was so high. I canceled the appt and looked on the UHC app to see if there was any place else to get the ultrasound done cheaper. I found out that it would only be $350 to have it done at imaging specialists so I messaged the doctor to get an order sent over to imaging specialists. When I called MUSC to talk to them about my sons billing issues I mentioned the astronomical costs of the ultrasound at MuSC and she told me it’s because of the facility fee of $1,750 at the canon street location and only $50 for the actual ultrasound. She told me that they are not suppose to tell patients that there is a facility fee. She told me that so I could get the ultrasound done at another MUSc location for much cheaper - something that nobody else bothered to tell me. Even when scheduling they did not offer any other locations.Business Response
Date: 11/11/2024
The patient mother has been contacted and a discussion has been made with billing concerns.Initial Complaint
Date:10/28/2024
Type:Billing IssuesStatus: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’ve been going to musc for over a year. To try to find out y I’ve been having muscle weakness. Too no reveal. All they do is send you to another doctor that has nothing to do with muscles! Like sending me to Megan mc manus & all she is is a partner working under dr Martin Burke. She did nothing at all it took 5 minutes for her to say dr burk said to do this. But charged 400.00. Did I needed to see a muscular doctor. Sent me to Dr James Bethea. Went to see him. First thing he done was x rays. Of my hands ,elbows, knees. Why? You can’t see muscles on a X ray! Than comes inn the room & says I’m not ready for surgery. I told him I was hear for week muscles. Not joint pain. Why am I being charged for visits that have nothing to do with my problems?like dr varma sending me to dr Burke for lower back pain I was there for 10 minutes & dr Burke said I was sent to the wrong doctor I needed to go see dr Bethea. But was charged for dr varma mess up.i would like my $870.99 bill not counting dr Bethea bill to be cleared because they made the mistake not me. & like to be seen by a muscular doctor. Not a muscular Surgeon. All musc does is run you from doctor to doctor to charge your insurance company & patience money. That’s all they care about is the money!Business Response
Date: 10/31/2024
The patient has been contacted and their concerns have been addressed.Customer Answer
Date: 11/01/2024
Complaint: ********
I am rejecting this response because:
Sincerely,
***** *******Customer Answer
Date: 11/01/2024
Yes, they did call me and give me a runaround saying they were waiting on somebody else to clarify why I was charged for all these medical bills when they were supposed to be looking for one and looking for something else so no it has not been taken care of I’m waiting on them stillBusiness Response
Date: 11/11/2024
I have forward this request to the correct department.Customer Answer
Date: 11/12/2024
Complaint: ********
I am rejecting this response because:
Sincerely, because you will never hear from them. This is a blow off message from them. All they care about is over charging people. & don’t care about the people they are supposed to be caring for. All about the money!!seeing doctors for 5 minutes & did nothing not even listen to you & charge 100’s than send you to another doctor friend of there’s to do the same thing!!!!
***** *******Business Response
Date: 11/12/2024
I have contacted the patient regarding this billing issue.Initial Complaint
Date:08/20/2024
Type:Billing IssuesStatus: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 am having issues with my bill. My account number is #*******. I had a PET scan on June 24, 2024 and an office visit on July 1, 2024. These both are to be self-pay. On June 18th I sent a message to billing that it was to be self-pay. At check in, I told them it was to be self-pay and paid the self-pay deposit. When I got the bill, it was shown that it was submitted to insurance. I need insurance to be credited and a proper bill to be sent showing self-pay so I can pay my bill. I have called numerous times and it has supposedly been escalated but I still have had no response from MUSC. I need a correct bill so I can pay it. I will not pay an improper bills. These tests are required for my job and my company will reimburse me as long as they are self- pay and not go though insurance. This is why I need a proper itemized bill showing self-pay. I would like a proper bill showing self pay. Thank you, ******* ******** **** **** *** ** Isle of Palms, SC 2945###-###-####Business Response
Date: 08/29/2024
I have contacted the patient and billing concerns have been resolved.Business Response
Date: 08/29/2024
I have contacted the patient and billing concerns have been resolved.Initial Complaint
Date:08/19/2024
Type:Billing IssuesStatus: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.
We were billed over $1000 for pink eye treatment for an ER visit. I believe the bill went down to $82.77 so I paid it online with my HSA on July 8. I have gotten emails pretty much every day from this company telling me I need to pay my bill. I have got a bill in the mail about every week saying it’s going to go into collections. I have emailed, I have called and I have sent back the bill stating that I have already paid it in July with the HSA and I keep getting repeated emails and bills saying it’s going into collections?!?!Business Response
Date: 08/20/2024
Contact has been made with a resolution to complaint.Customer Answer
Date: 08/20/2024
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:08/08/2024
Type:Billing IssuesStatus: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 was scheduled for cardiac ablation @ MUSC on 9/6/22 by my cardiologist in Savannah. He had already attempted the procedure but was unsuccessful. He personally contacted Dr. P****, cardiologist @ MUSC for a higher level of care due to my abnormal and rare cardiac issue. I saw Dr. P**** in Okatie, SC in July, 2022 & gave the office my ID and insurance card. The lady at the front desk said "they would obtain prior authorization for procedure to be done at MUSC with my insurance (Healthgram) and they would call me with the scheduled date". The procedure was scheduled through Dr. P****s office on 9/6/22. When I arrived at Rutledge Tower on 9/6/22 for the ablation I WAS NEVER ASKED for my insurance card. No one informed me that the procedure was denied by my insurance. MUSC did not get approval prior to service. MUSC proceeded with the ablation without an approval. I was not notified by MUSC of my liability if the procedure was not covered by my insurance, I received a letter from Healthgram dated 9/7/22 denying coverage. Healthgram notified MUSC denying authorization. I returned home on 9/7/22 from MUSC and didn't get this in my mail until 9/8/22. My husband has set up a payment plan with MUSC but I strongly feel that this is MUSC's responsibility since THEY proceeded without prior approval. How could an institution that gave me exemplary care with distinguished doctors and nurses overlook an issue like this? Aren't there systems in place to ensure that prior authorizations are done before procedures are carried out? From the moment we walked in the building to being discharged, everyone gave their utmost and I had excellent care. I wouldn't want to go anywhere else after experiencing the high level of care I received at MUSC. The reason I did not file a complaint sooner is due to the fact that MUSC kept telling me that "they were looking into it". Therefore, *** was notified but they wanted me to contact the state insurance comissioner who was unhelpful. .Business Response
Date: 08/08/2024
I have contacted patient regarding billing concerns.Customer Answer
Date: 08/08/2024
Complaint: ********
I am rejecting this response because: No one from MUSC has contacted me.
Sincerely,
*** **** *****Business Response
Date: 08/16/2024
I have attempted to contact the patient on 8/8/24 and 8/16/24 and left message on her voicemail. I have also sent an email providing my contact information.Business Response
Date: 08/16/2024
I have attempted to contact the patient on 8/8/24 and 8/16/24 and left message on her voicemail. I have also sent an email providing my contact information.Initial Complaint
Date:07/12/2024
Type:Billing IssuesStatus: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 spoken to customer service several times regarding billing my secondary insurance for all my visits. Twice I was assured that they would send in the claim. ******* has advised that several visits were not received. Now I have a collections and time is running out for those claims to be processed by *******. I have run out of options for getting these claims filed and my money reimbursed. Visits that should be billed to ******* 10/14/22, 10/24/22, 1/3/23, 1/23/23, 2/27/23, 3/6/23Business Response
Date: 07/18/2024
I have contacted the patient and billing concerns have been resolved.Initial Complaint
Date:07/08/2024
Type:Billing IssuesStatus: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.
In Feb 2024, the Fetter Health Clinic called informing me that I was overdue for a mammogram and requested I set an appt. I declined, explaining that as my disabled son's sole caregiver I do not have any funds for health care. The lady said she would complete a particular form that would make the service free of charge to me, to which I accepted the offer and set an appt. I verified twice before the appt date that there would not be a charge for the mammogram. When I arrived to the appt (which was the MUSC mobile unit in the Fetter parking lot) and checked in, I again confirmed that the service was free of charge. Before leaving, I thanked the technician for the free service and she said they are glad to help people who otherwise would not be able to maintain their health care. A week later or so, I received the results. And a few days later, I received a bill for $1150. I immediately called the billing dept and explained the issue. A few days later, I went to the Fetter Clinic on Varnfield Dr. in Summerville to address the issue. After they stopped returning my calls inquiring of the status, I returned to Fetter on three occasions to try to resolve the issue. I spoke to Patricia Limehouse who assured me she was working on the problem and that this mistake had happened to others as well. I was told that the doctor simply needed to key in the correct code. Then I was told that the head of operations was working on it. Then I was told that they were able to find in the computer which person scheduled my appt and her notation that the service was indeed free of charge; they said they contacted her about the issue and are waiting on her to submit the proper form to correct the mistake. For 6 months, I have continuously received mail, calls, texts, and emails claiming I owe a medical bill. Now I am receiving numerous calls and mail from a collection agency. This is not my bill and Fetter needs to resolve this without any further delays.Business Response
Date: 07/10/2024
The patient has been contacted with a voicemail left. The patient has also been notified via online portal on the next steps to take regarding her complaint.
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