Business Profile
Hospital
Roper St. Francis HealthcareThis business is NOT BBB Accredited.
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Complaints
This profile includes complaints for Roper St. Francis Healthcare's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 24 total complaints in the last 3 years.
- 5 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:02/20/2025
Type:Billing IssuesStatus:UnresolvedMore 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.
4/9/024 charged $1,517, Roper St Francis shows my portion due $176.00 Humana Claim 820241070415055 Shows patient responsibility $0.00; At the time I questioned this and it was sent back to billing. I again questioned this on 23 Sept 2024 when it was again sent back to billing. I have sent certified letters to the CEO about this. It remains unresolved. Roper St Francis doe not apply my payments to the specific bill I'm paying. Per billing, they post any payment to the oldest bill which in my opinion makes for an accounting nightmare. They'll never see what bill is in question by doing this. Makes one wonder just how much money they've made in situations like this.Business Response
Date: 02/26/2025
Good Afternoon,
I removed the PHI from the subject line - GUAR ID *********, MRN *********
I spoke to this patient. The patient previously declined our payment plan options as it was beyond her financial means, and the account has now been sent to collections. The patient is requesting, as one-time courtesy, to pull the account back, and she has agreed to include it in her current payment plan.
I informed her that pulling the account back is not guaranteed, as it has appropriately aged into collections. Additionally, I clarified that our first-level collections does not report to credit agencies. The patient can reach out to the first-level collections team to establish a flexible payment plan. She acknowledged this and expressed a preference to maintain a single payment plan, even if it results in a higher amount, in accordance with our guidelines.
Thank You,
Mianeh R***, CRCR | SMART | she/her
SHIELD Team | CSRIICustomer Answer
Date: 02/26/2025
I am rejecting this response because:
I do not know who this person is. Further, they have not contacted me. It has always been me contacting Roper. Humana claim shows I Have no balance due for the specific account. Therefore is should not have been sent to collections.
why did this person not pull the bill with the associated Humana Claim.
I have sent copies of the bill as well as the claim from Humana to Mr DeLeon, CEO Roper Hospital, 3600 Calhoun St, Charleston SC.
I do not know how to upload it for BBB.
Sincerely,
Debrah MInitial Complaint
Date:09/10/2024
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.
4/2/23: I had a telemedicine visit with Dr G***** of Roper Hospital for a sinus infection. The service provided was Dr G***** was excellent. I provided my Medicare information. I was told that Roper St Francis Healthcare (RSFH) would bill Medicare. 8/2/24: Received an email from RSFH for a bill of $106.60 which was the first communication from RSFH since the initial visit on 4/2/23 which was 16 moths earlier. 8/10/24: Received a bill prepared on 7/31/24 from RSFH in the **** mail which indicated that there was NO insurance payment. The original amount was for $164.00 and that there was an adjustment for $57.40 leaving a new balance of $106.60. 8/15/24: Researched Medicare records and determined that Medicare had not been billed by RSFH at any time. 8/22/24: Contacted RSFH at provided Billing Phone Number ( 888-472-0043 ) and was told there was NO record of RSFH billing Medicare. The billing representative stated that RSFH would send the bill to Medicare and that there would be no more **** mailed bills or emails that had an amount due until Medicare processed the bill. 9/3/24: Received an email from RSFH for a bill with an amount due of $106.60 . 9/9/24: Received a bill prepared 9/1/24 from RSFH in the **** mail for $106.60 which indicated that there was NO insurance payment. 9/10/24: Researched Medicare records and determined that Medicare had not been billed by RSFH at any time. Research also revealed that Health care providers have a maximum of one calendar year from the date of service to submit a bill to Medicare. If the claim is not received by the Medicare contractor within this timeframe, Medicare will deny the claim. I am requesting that RSFH indicate that since RSFH did not bill Medicare within one calendar year, that the bill is adjusted to ZERO for amount due and that I do not have any Amount Due. Further I want assurance that RSFH will not report any amount due to any credit agency or have a debt collection service try to collect this amount.Business Response
Date: 09/10/2024
Patient Name: ***** ********
Account Number: ************
System:Epic
Date(s) of Service: 4/2/2023
Facility: Roper
Services Provided: PB
Caller overall Concern: Patient filed billing complaint
Updates: See below
4/2/2023 Patient was seen by Dr. Patrick G*****
4/2/2023 Self Pay Discount added
7/31/2024 Hospital Account status changed from Closed to Billed
8/2/2024 Notification date changed to level 1
8/5/2024 patient called Customer Service to have insurance billed
9/3/2024 Self Pay follow up level changed from level 1 to level 2.
9/10/2024 BBB filed
9/10/2024 Balance written off due to untimely billing to the patient and insurance.
9/10/2024 BBB complete.Customer Answer
Date: 09/10/2024
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:01/27/2024
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.
Roper hospital charge me 400 dollars for calling and making appointment. They sent me a bill.Business Response
Date: 01/30/2024
In response to Ms. ********' complaint "Roper hospital charge me 400 dollars for calling and making appointment. They sent me a bill".
RSFH Patient Financial Services investigated her account history. Attached please find charges from her Drs' visit on 3/25/21. There is no record of her contacting us previously regarding this matter. Please have Ms. ******** contact our Customer Services department at 888-472-0043 for further assistance.
Initial Complaint
Date:01/01/2024
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.
My son had a hospital visit on 8/26/23 23. The ER Dr. Bill, Payments MD/Broad River Physicians, is going to send me to collections for nonpayment when I have contacted them approximately eight times with my supplemental accident insurance company. Called them again yesterday and asked if they submitted claim to my insurance and they have not. I have given them all the information that I have on the insurance company including address, policy number, phone number, etc. to submit this claim. Instead, they left me on hold for over two hours yesterday, and then just hung up on me twice making it impossible for me to resolve this claim. I am trying to get this bill paid through my insurance company, but they are refusing to do so and threatening to send me to collections. When I asked to speak to a supervisor, they left me on hold for hours, and then just hung up. Every time I call, they put me on hold and then just hang up. Apparently, they would just rather send people to collections, than try to help them.Business Response
Date: 01/05/2024
I am unable to research this issue without the patient name and DOB. Please reach out to the BBB and allow them to send that information to me privately.
Gretchen R***, Manager of Patient Experience
Customer Answer
Date: 01/08/2024
They are requesting the name and date of birth on the account. The name is **** *******. DOB is ******** Thank you so much!Business Response
Date: 01/08/2024
Looking into this, our billing agency has never sent anything to collections on our end. The patient had radiology and labs done so the documentation related to collections may be coming from there as they are third party billers. Please provide a copy of the documentation related to the collections and I will try and redirect the questions and concerns. Thank you.Customer Answer
Date: 01/09/2024
They have not sent me to collections yet. They are threatening to send me to collections without submitting my claim to ******** ******* ********* company who is my accident insurance company. I have called them at least seven times, giving them the information, and they refuse to submit it to my insurance company for some reason. When I asked to speak to a supervisor, they put me on hold for an hour and then hang me up. They will not help me resolve this. That is my complaint.Initial Complaint
Date:01/25/2023
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 received care in Feb of 2021. A dispute with the insurance company took about 1.5 years till July of 2022. During that time my account was sent to creditors and had to be stopped until the dispute was complete. Once the dispute was complete and the insurance company paid their part my account was never updated cause the money wasn't credited my account. Since they didn't update my account a new statement was never generated and my debt was once again sent to a credit agency this time now for $11,000. When I called to resolve there was no record of money paid, they "lost the money". I then had to go about getting them the check numbers and dates they cashed the check from the insurance company which apparently keeps much better records. This was on January 4th. Roper said they would review and contact me in 72 hours. Today 1/25/23 I called and the balance still wasn't adjusted and was still in review even though they "found the money" on 1/4/23. According to my insurance company I owe $1,000 not $11,000 and now that I've taken care of their accounting problems that obviously their computer software cant handle I feel now as if I should bill them for my services. This hospital has no way of timely escalation of simple matters and I am now to wait 72 more hours. All of the above should be found in my accounts notes and the recorded conversations.Business Response
Date: 02/07/2023
We will update when the payment clears, please see the attached summary.Initial Complaint
Date:11/04/2022
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.
11/6/2012 I went to the ER with chest pains. I had 3 pulmanary embolisms. Over the next 4 months, I had to submit my information in a detailed email several times because they kept billing the wrong insurance company. It is almost a year later and I just received a bill for $785.00. I called and asked why I am just receiving this bill now and I was told that I had signed up for a payment plan - WHICH I NEVER DID. I asked them when and where I had signed up for a payment plan- they could not tell me. I asked them how many payments I had made so far- I had made zero. I have been put out to collections by them before because they told me I had signed up for electronic billing - WHICH I NEVER HAD. It seems whenever there is a billing problem they somehow make it your fault because "you signed up" for some program that you never did. These are only the minor problems, their bill is totally wrong. I never saw a cardiologis ($2661.00), I did not request a private room ($2107), was never placed in an observation room ($1392) and I did not receive preventative care ($73). I went from the emergency room to a hospital room. I was charged over $3000 for use of the emergency room and over $2000 for one night in a hospital room. (They did charge me almost $6000 for a CT scan and almost $5000 for my labs which I feel is excessive). I called the billing department and was told that my case would be sent to a supervisor. I expect to receive a letter in the mail stating that my case has been transfered to a collection agency so I will be responsible for the entire amount. This is their motis operandi. I will pay whatever I ACTUALLY owe but Roper really needs to get their billing department in order. I sincerely hope they do not ding my credit report!Initial Complaint
Date:09/22/2022
Type:Billing IssuesStatus:UnansweredMore 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.
Roper posted my payment to a wrong internal account and openly admitted to it but refused to correct the problem internally and showed that I had a $2500 balance. They immediately sent me to collections and said that they can't help me because I am in collections. My insurance carrier ordered Roper to refund me the money that went into the wrong account so that I can pay that to collections. They never sent the check and Roper refuses to speak with me. I am getting harassing calls from collections.Initial Complaint
Date:09/20/2022
Type:Billing IssuesStatus:UnansweredMore 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 in contact with my insurance company and the Roper Perinatal Center since June 2021 about errors in the way some of my visits were coded. I'd been seen at the center starting in January 2021 and was seen regularly through May 2021. When reviewing my out of pocket expenses vs my insurance payouts, I found some of the dates of service were covered by insurance at the 70/30 rate instead of the 80/20 and not counted toward my Out of pocket maximums. BlueCross BlueShield said that those dates (highlighted in yellow) were coded as "general diagnosis" which is not fully covered. All of the others had a "specific diagnosis" (aka not "general" as per BCBS). BCBS said I needed to contact the provider to adjust the billing code to a specific diagnosis. I've been trying to get this resolved for over 11 months and spoken numerous times with the provider staff and several people in the billing department. Billing individuals telling me that they can't make the changes. The provider saying they don't make the changes, billing needs to do that. As you'll see, there are 8 visits that have the "general diagnosis" codes that need to be updated. I am out over $2,000 due to these errors and I just want to know how we can go about getting this fixed so I can try to recoup this from insurance.Initial Complaint
Date:06/07/2022
Type:Billing IssuesStatus:UnansweredMore 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 a Durolane Injection by Dr. ******* back on December 6, 2021. I was told by the PA about the Durolane and that my insurance (Medicare and UHC) would cover the cost entirely. Account Number XXXXXXXXXXX Starting in January and until now I have been receiving a bill for $ 401.76 for this service. I have been in touch with everyone from your billing, to the doctor's office, Medicare and UHC about why this is happening. UHC initially told me that the Durolane was sent to them as a pharmacy code, which I do not have, but that they do cover the Durolane injection 100%. They asked that it be rebilled to UHC. I am an elderly widow on a fixed income and if I had known it was going to cost me over $ 400.00 I would not have had the procedure done. Over the past 5 months your emails and letters are harassing and threatening. As of May, UHC informed me that this billed had been paid, but I still am receiving threatening letters and emails that the bill is being sent to collections. LISTEN CLOSELY.... THAT BILL HAS BEEN PAID! YOUR BILLING DEPARTMENT IS GARBAGE... AND I AM TIRED OF BEING THREATENED. PLEASE CORRECT YOUR RECORDS IMMEDIATELY OR I WILL PROCEED WITH LEGAL ACTION. Again, I am an elderly widow on a fixed income and if I had known it was going to cost me over $ 400.00 I would not have had the procedure done.Initial Complaint
Date:06/03/2022
Type:Billing IssuesStatus:UnansweredMore 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 a CT HRT W/O DYE W/CA TEST scheduled by my doctor at this hospital. At the time of booking the procedure I was told that I could prepay for the procedure in full at a discounted rate. I did this. The prepayment specialist stated that this covered the entire procedure. I asked specifically if I would receive any additional bills and she stated "No." Payment was made and my credit card was charged $152.50. Prepayment ID# XXXXXXXXXX dated 2/2/22. To my surprise, I received a bill on 3/1/22 for $90. I called on 3/2/22 to inquire as to why and spoke to several agents and ultimately ended up with a Manager-******* ******** who stated that there was an error made and that she placed a request to fix the problem and that it would be resolved by 3/8/22 at the latest, additionally if it was not, she would call. No calls, no bills until 5/31/22. A bill arrived stating a balance of $90. I chatted with customer service rep Armando T. who advised that the bill was valid after researching the issue and that I was charged for the provider of service. I talked to multiple representatives and an escalation specialist. The escalation specialist advised that the prepayment specialist is required to provide a form stating that additional bills may occur from the provider. This was not given. I prepaid over the phone. No forms were provided via email or postal mail. At the time of booking the service I was told with absolute certainty that the prepayment was inclusive of all imaging services and that no bill would be generated. ***** ************* of Billing Escalation Department stated that I signed a form at the time of service stating that I may be billed separately. I asked for a copy of that form because I do not believe I signed one. She stated that they didn't have it. I requested the balance be zeroed, she said no. ************ placed account on hold per email between ***** ** and *****
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