Business Profile

Hospital

Bon Secours St. Francis Health System

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Hospital.

Complaints

This profile includes complaints for Bon Secours St. Francis Health System's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

60 total complaints in the last 3 years.
6 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:09/06/2023
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.
I was scheduled for an MRI on 8/28/23. Spoke with representative who informed me my portion of the $7,000 was $2,400, insurance would cover the rest. Paid my portion at the beginning of August, received call on 8/25/23 stating my insurance would not cover. I asked did they not know that prior to me paying, why was I just finding out the day before scheduled appt which is stressful considering I'm being checked for cancer and have already waited a month for the appt. Representative informed me that they would issue refund. Called on 9/1/23, nothing had been noted for refund, also told it would take 30 to 45 days. when I asked to speak to supervisor I was told non was available and hung up on. I have expressed the need for refund in order to see if I can have services done elsewhere..... called again on 9/5/23... again told refund had not been put in, asked to speak to supervisor and again was told non was available. I am in need of a refund for medical treatment, no one is available.... and that all she could do is try to expedite refund.....I think it is absolutely ridiculous to have to wait that long to get my money back, also ridiculous that representatives lie when you call.. they have no way to identify who you speak with other than a first name and can therefore lie to you, hang up on you without any consquences. I am not rich, we are not talking about a couple of hundred dollars, we are talking about $2400 that was taken out of my acct immediately..... why is it an act of congress..... no empathy to get a refund for a service that was not received? Honestly, I'm not sure that it had been put in for..... I need my refund immediately in order to receive medical care.
Business Response
Date: 09/13/2023
Hello,
We are still currently working with the appropriate teams to help get the information needed to resolve this patients concerns.
We are asking for an extension to allow more time to get validation as to the credit and when the refund will be released.
Thank you for your patience and understanding!
Kenny M.
Customer Answer
Date: 09/18/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. I don't think it is fair to have to continue waiting, no one has reached out to me to resolve. Their employees were rude, I have been told several times that refund would be put in for only to find ot had not. The money for MRI was debited immediately from my account. It should not take over 30 days to return when they are fully aware appt was canceled.
Regards,

***** **********
Business Response
Date: 09/25/2023
We have completed a review of your account ending in **** for the service that was cancelled and expedited your refund. $2,400.00 was applied back to your credit card on 9/20/23. Your bank card should have this credit within 2-3 days depending on your banking institution and their credit process. This brings your account to a zero balance.
Initial Complaint
Date:08/23/2023
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.
Mar 24, 2023 Surgery at Sfd Outpatient Surgery Center Hospital Services Provider: Breelyn * M****, DPM Patient: ****** * ******** Primary Payer: **** ***** **** ****** Account #************ Payments and Adjustments **** ***** **** ****** -$85,748.85 Patient Payment - Mar 24, 2023 -$2,379.90 Prompt Pay Discount - Apr 4, 2023 -$411.89 Default Self-Pay Refund Debit - Jul 12, 2023 ******$732.36******* This is the amount that I overpaid. I am supposed to have a refund. I have contacted via chat and phone multiple times and have gotten nowhere. Every time I contact I get a different answer of where my money is. I have screenshots of my chats for proof. The first time they said my refund will go back to my debit card, and that they tried twice. There was no issue taking the money from that same exact debit card the day of my surgery. But now when I get a refund, it's magically not working. Then they said they will send me a check in the mail. I waited over 45 days and still no check. Address still the same. Then they said they will apply it to my balance. I have no balance and I will never do business with this hospital system ever again. Overall, it has been 5 months since my surgery and I still do not have my refund of $732. If I do not get this money in a timely manner, I will have my attorney take this matter further.
Business Response
Date: 09/06/2023
Hello,
We have completed a review of your account ending in **** for date of service 03/24/2023. Our investigation revealed that your refund was not processed due to a system error. A check for the amount $732.36 was issued and is enroute to your home address. Please allow 7-10 days for receipt via the United States Postal Service.

Customer Answer
Date: 09/06/2023
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.

Regards,

****** ********
Initial Complaint
Date:06/28/2023
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.
On 6/21/2022 I went for a FREE by LAW women's wellness visit with Dr Ralph L********. I was coded for an office visit and sent a bill of 125$. I HAVE BEEN CALLING FOR A YEAR regarding this. Every call ( I have called 8 times) I am on hold for at least an hour. Various times my call was disconnected mid conversation only for NOBODY to call me back and spent several hours of my day trying to get someone on the phone and trying to get this resolved. Currently Bon secours has sent this bill to collections. A bill that I was never supposed to pay for because it was a yearly free women's wellness visit. I will not again use the services of mentioned doctor . I will try with everything I can to never use Bon Secours again The service is terrible. ONE YEAR to resolve this !!!! It's is outrageous. I have just spent 1 hour on hold and the person hung up and now back on hold for. Please resolve this ASAP. Guarantor number *********
Business Response
Date: 07/12/2023
We have completed a review of your account ending in **** for date of service 06/21/2022. Our Revenue Integrity team verified that all codes on your account were valid and appropriate for the service. We also understand that you spoke with one of our representatives who verified this information over the phone with you on 6/28/2023. The agency received payment in full, $59.39, which posted to your account on 7/10/23. Your account balance is now zero.
Customer Answer
Date: 07/12/2023
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.

Regards,

******* ***
Initial Complaint
Date:06/16/2023
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.
I had a balance of $389.07 for services received at the *** ******* ****** ****** on 3/22/21. I mailed the total payment to ********** ****** ******* ** *** ******, *********** ***** ********** on April 3, 2022. Phone number ************. A few weeks later the envelope was returned with my check inside with a sticker on the envelope that said” return to sender PO Box closed.” I went directly to my local *** ******* ****** ****** in *********** *** *** ********** ***** ***** **** *********** ** **********. Phone number ************ to pay my bill. I was able to pay $389.07 on May 4, 2023 and received a receipt showing it was paid in full. The receipt number is ********. This amount cleared my bank on May 7, 2023. I received another bill from the *** ******* ****** ****** ** *** ******* *********** **** ********** in the amount of $389.07 on June 7, 2023. The letter stated that they haven’t received my payment and they would be turning me over to a collection agency. The letter had the same PO number as the one they returned in the mail time saying that PO Box is closed. I went to my local *** ******* ****** ****** in Greenville. SC to discuss this problem and couldn’t get any help. I was told that they don’t show that balance on my account and that all I can do is call the phone number on the bill. I called the *** ******* ****** ****** in Cincinnati, Ohio and was told they have no record that my bill was paid.I had to wait on hold for 45 minutes The man on the phone told me I would have to go to my bank and get a copy of the back statement that shows it was paid and send them a copy of my bank statement to an email address he gave me. This is nonsense!This is a huge mess and it’s not my fault. The billing system of *** ******* ****** ****** is broken and not run correctly. The stress I’ve had to endure for many months to get this taken care of is unacceptable and I am still having to deal with this even though I paid my bill. Please help resolve this. Thank you
Business Response
Date: 06/30/2023
We have completed a review of your account ending in **** for date of service 03/22/2021. Our investigation revealed that your payment of $389.07 was posted to another account in error. Your payment has been applied correctly and the account now has a zero balance. We also understand that you spoke to one of our representatives on 6/29/23, who updated you on the findings and initiated your request to have an itemized bill sent to your home address.
Initial Complaint
Date:06/16/2023
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.
Received treatment in July 2022. There was some question about the amount to be covered by my insurance, but this got resolved and I paid my responsibility ($16.21) to Bon Secours on November 1, 2022. I called the billing department on November 8, and they confirmed receipt of payment. However, they continued to bill me for this amount. Each time I got a bill, I called, they said they were looking into why I was still being billed. When I called on December 1, Ashley (Bon Secours Billing Department) said the account had been frozen so that it would not go to a collection agency. On December 23, 2022 and January 5, 2023, I got bills labeled "FINAL NOTICE" and threatening to send it to a collection agency. Both times I called the billing department, and both times they confirmed that the bill had been paid and the account frozen, and it would not be sent to a collection agency. On June 6, 2023, I received a letter from The *** *****, Inc., a collection agency, demanding payment of this $16.21.
Business Response
Date: 06/20/2023
As discussed with our representative on 6/19/23, we have completed a review of your account ending in **** for date of service 07/18/2022. Our investigation revealed that a final adjustment had not been applied to your account resulting in the account being placed with an agency for payment collection. We did reach out to the agency to recall your account into our inventory. The adjustments have been applied to your account and your balance is now zero. The agency is sending you a letter to confirm proper steps have been taken to ensure your credit report is not negatively affected.
Customer Answer
Date: 06/20/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.

During the time I have attempted to resolve this issue, there have been many occasions in which Bon Secours told me that they were going to do something, and then failed to do it. I have seen that they have removed the charge from my account, a good first step. When I have received the promised letter from the collection agency, I will be happy to consider this matter resolved, but until then, I would be grateful if you would keep this complaint open. Thank you.

Regards,

******** ***********
Initial Complaint
Date:05/31/2023
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.
Guarantor number is ********* Just received a final notice bill for $4,572.14 for a bill I already paid for in April. I called on 4/12/23 and asked if there was an available discount if my bill was paid in full. The representative offered a 15% discount if paid in full. I proceeded to pay the discounted amount of $3,886.32 over the phone and the transaction posted to my credit card that day. The confirmation # provided by the representative was ******. I've since received additional bills for the full amount of $4,572.14 with a final notice indicating my account would be referred to a collection agency if not paid by 6/21/23. I've repeatedly called to attempt to resolve this issue, but the representatives tell me this has been sent to their cash posting department for resolution and could take up to 30 days. I called again yesterday and waited on hold for 1 hour for the representative to inform me that only 1 line item was sent to cash posting, and it could take an additional 30 days. I don't have 30 days. I want a resolution ASAP since I paid in full already. This is completely unacceptable!
Business Response
Date: 06/05/2023
We have completed a review of all accounts mentioned in your complaint. The payment made on 4/12/23 in the amount of $4,572.14 was not appropriately applied to your account. We located the monies and applied the full amount to your accounts. We also applied a prompt pay discount, as agreed upon, resulting in a zero balance on accounts ending in ****, ****, and ****. We apologize for the delay and inconvenience this issue caused.
Customer Answer
Date: 06/06/2023
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.

Regards,

******** ******
Initial Complaint
Date:05/30/2023
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.
My daughter had surgery scheduled for 4/3/21. After waiting almost a year for the surgery they cancelled it with discrimination. Prior to the surgery I made a deposit of $250. Even though they cancelled they surgery, they have yet to give me back my money. Two months later and I still have not received my refund. I have spoken with the billing department several times yet still have NOT received my refund. I want it back immediately.
Business Response
Date: 06/02/2023
We have completed a review of your account ending in **** for date of service 04/03/2023. Our investigation confirmed that your $250.00 payment was posted to the account and the scheduled surgery was cancelled. The processing of your refund was expedited and a check for $250.00 was mailed on 5/25/2023. Please allow 7-10 business days for receipt via the US Postal Service.
Initial Complaint
Date:05/12/2023
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.
****** * ****** 2.******* Bon Secours account# ************ Guarantor # ********* I scheduled an ultrasound with Bon Secours Greenville South Carolina with a lady via phone on 3.27.23. She told me I’d get a 20% discount if I paid the estimated amount owed after insurance that day so I paid $331.45 on 3.37.23 reference # ****** To BSMH. **** ***** paid their part of the bill after the ultrasound. Now Bon Secours says I owe $414.31. 414.31x20% = $331.45 which I paid on 3.27.23. Another reference# provided to me is ********** The 30th day is 5.16.23 and I’m concerned they’re going to send it to collections to affect my credit when I’ve already paid. I’ve called the billing line and messaged them over 20 times. They’ve indicated it’s been sent to the cash posting team. My request for supervisor call back and supervisor message has been ignored. Can you please help me?
Customer Answer
Date: 05/16/2023
My account is now showing a $0 balance. I appreciate your assistance in this matter. The complaint I opened has been resolved.
Initial Complaint
Date:04/10/2023
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.
I had my second rotator cuff surgery on 11/1/22. My surgery was covered by my initial health care insurance company. I have 2 accidental insurance policies which I filed in November with them. I have been trying to get St. Francis to send them the necessary form UB-04 in order for them to file my claim. I have contacted them every month after 30 days to follow-up with and nothing. Its may not be a large amount to them but it is to me(3750.00) but with having to pay the first surgery back in May, I need it.I am at my wits end with this hospital all I get is the run around and I don't no what else to do.I am at there mercy to do there job but 5 months later I am no better then I was when I filed the initial claim in November 2022.
Business Response
Date: 04/17/2023
We have completed a review of your account ending in **** for date of service 11/01/2022. Your request to have the UB-04 faxed to ********* Life and ***** was received. The matter was escalated, and the document was faxed to both companies on 4/13/2023.
Customer Answer
Date: 04/18/2023
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.

Regards,

***** ******
Initial Complaint
Date:03/27/2023
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.
I called Bon Secours for an appointment on Dec. 7th for a bone density scan appointment scheduled for Dec. 15, 2022. I was told if I paid for my co-payment before appointment, I would receive a 20% discount. I paid the co-payment of $83.02 with my visa card. I later discovered that my insurance covers the full amount of the bone density scan. I called the billing department a few days after the appointment and explained. They took my information and said they would get back to me. They never did. I called 3-4 times and I'm told that it's already been information has been submitted, It would take 30 to 45 days for a refund. They see that my insurance is covering the full amount and I need to be patient. It is 3 months later and I still did not receive my refund.
Business Response
Date: 03/28/2023
We have completed a review of your account ending in **** for date of service 12/21/2022. Our investigation revealed that your payment of $83.02 was posted on a pending encounter for date of service 12/7/2022, the original scheduled date of your scan. We did see that your scan was rescheduled or performed 12/21/2022, however your $83.02 payment was not moved over to the account for the new date of service. I did confirm that the Refund has been approved and a check will be issued next Thursday, April 6th for the amount of $83.02. They do ask that you give 7-10 business days from that date to receive the check through the U.S. Postal Service.

Customer Answer
Date: 04/17/2023
I received my check today. Thank you so much for your assistance. I appreciate your help.
Sincerely, ***** ***

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Bon Secours St. Francis Health System is NOT a BBB Accredited Business.