Business Profile

Hospital

PRISMA Health

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Complaints

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

Customer Complaints Summary

71 total complaints in the last 3 years.
26 complaints closed in the last 12 months.

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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:03/24/2025
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.
Date of service = 9/03/2024 for my ******** Annual Physical. I have been receiving letters & MyChart messages about $62.63 that Prisma says I owe. I have been trying to get this resolved via calls to Prisma billing and MyChart messages since Dec. 2024. Bottom line - I DO NOT owe Prisma any money, due to having ******** Primary & ****** ********** **** *. Prisma erred when filing the initial charges to *** (they omitted a $43 charge for code ***** which is an approved *** code for a physical) and then instead of AMENDING the filing, they resubmitted all of the charges, which *** denied thinking it was a duplicate. THIS WAS A PRISMA ERROR! The other $19.63 was an overpayment to Prisma from *** due to a *** adjustment. This amount is owed by PRISMA to ***, not by me ***** *). I have a spreadsheet documenting all of the calls/messages and with whom I contacted. It appears the billing people work in a silo. The last rep I spoke to told me they CANNOT see any MyChart messages! I want Prisma to own up to their mistake, fix it with *** & ***, ZERO OUT my bill and STOP the harassment.
Business Response
Date: 04/02/2025
Hello **** *******
As of today, the balance on account number ************ for date of service 9/3/2024 is $0.00. Your most recent statement dated 3/25/25 shows a debit in the amount of $19.63. This reconciliation was completed on 3/27/25. ******** denied *** **** ***** ($43.00). Your payment of this balance was posted on 3/27/25. I will request a refund of this payment as ******** did not leave this $43 as patient responsibility.
Please accept our apologies for any frustration that this may have caused.
Warm regards,
LaNae C***** Supervisor, SBO Customer Service
Prisma Health
***** ********
Business Response
Date: 04/07/2025
Hello **** *******
Our records show that a refund in the amount of $43.00 was processed on 4/2/2025 to ******** card ending in ****. Depending on your financial institution, this can take up to 30 days to be reflected in your account.
If you have any questions or concerns, we are available to assist at the number below.
Warm regards,
LaNae C****, Supervisor, SBO Customer Service
Prisma Health
***** ********

Customer Answer
Date: 04/07/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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:01/06/2025
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 an appointment on November 20th, 2024 for a LEEP procedure. After insurance, I owed $102 for this procedure. When I checked in, I paid $50 towards the bill with plans to pay the rest in the next week. When I was in the medical room, the doctor came in and said she no longer recommended the procedure at this time but I asked that we go through with it anyways. Shortly after, she accused me of potentially being pregnant but she gave me a pregnancy test and it was negative. She said if I’m pregnant I can’t have this procedure. I told her I don’t think it’s possible I’m pregnant because we’re certain my partner is infertile. She refused to do the procedure and cancelled my appointment. They would not refund my $50 and claimed they were holding it until billing went through. Weeks go by and I still did not receive a refund. I’ve reached out to the facility three times now and have spoken to Ashley. They changed my cancelled appointment into something else and are charging me over $200. This facility will not help me or call me back. They cancelled my appointment and are continuing to charge me.
Business Response
Date: 01/22/2025
Good day **** ******
After reviewing the charges for 11/20/2024, it shows that there is an office visit charge of $238.00 that was denied by your insurance company as a non-covered charge and left to patient responsibility. Please contact your insurance company for further information on non-covered charges.
If you would like a detailed billed, you may contact Customer Service at *************
Please allow time for research, 5-7 days, on the $50 payment that you made on 11/20/2024 that has not been applied to the balance.
Warm regards,
LaNae C***** Customer Service Supervisor
Customer Answer
Date: 01/22/2025
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.

That in office visit was an appointment Dr. Drake cancelled. The original appointment was in fact covered by my insurance and I only owed $102 which I was fine with paying for the scheduled procedure. After going to the facility, the doctor cancelled my appointment, did not give me a procedure and I left. Now I’m being billed for $218 for “seeing the doctor” for what exactly if the appointment was cancelled. No one at my insurance, prisma billing, prisma advocacy, or the Easley office seems to be able to answer that question. This bill needs to be removed for services not rendered.

Regards,

******** *****
Initial Complaint
Date:12/31/2024
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.
They wouldn’t take my insurance. I had my shoe off. I needed my foot to be seen. I paid $149 on my Bank of America Visa card sat in the waiting room for five minutes. They never took my vitals. The doctor stood in the doorway and glanced at my foot and said we cannot help you here go to the emergency room I feel I should’ve got my $149 back because they didn’t do anything except for tell me to go to the emergency room
Business Response
Date: 01/17/2025
Hello *** ******
We need more information from you in order to assist you. What date of service are you receiving a bill for? If you can attach an image of the statement that will help us in assisting you. If you visited a Prisma Urgent Care location, we have a different billing system and cannot see your visits or payments. However, if this is the case, we can reach out to a contact at Prisma Urgent Care on your behalf.

Warm regards,
LaNae C****
Customer Service Supervisor
************
Initial Complaint
Date:11/15/2024
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 am filing this complaint for two reasons, both are regarding my account (billing). First - I saw my PCP on July 29, 2024 due to back pain. He performed a physical - and only a physical. He did not perform any "diagnostic" tests. However, the office billed my insurance for "diagnostic" testing. I have tried resolving this by reaching out to the Billing Office, and also by requesting a supervisor. I was also directed to contact my insurance provider. The staff in the Billing Office were of no help. In fact, I felt as if they did not read the messages in MyChart carefully and I had to repeat myself over and over. I asked for a supervisor, and have yet to hear from one. However, I was told that a supervisor contacted me. I find this very hard to believe as I have not received any voicemails or MyChart messages from any supervisor. When I reported back that I had not heard from a supervisor, it was recommended that I call. When I tried to call, I was not allowed to speak to a supervisor even after explaining that they were expecting my call. Second - I have yet to receive a billing statement for my office visit on September 19, 2024. I do not pay based on what is listed in MyChart, I want a statement, and I am quite sure that is my right. A billing statement details the visit more than the "billing account details" that is in MyChart. It has been very frustrating when reaching out to the Billing Department, whether via phone or MyChart. As a patient, I feel I am being denied proper information to pay my portion of service visits. Also, I believe that the visit on July 29, 2024 was improperly coded which is why my insurance would not cover the charge. My PCP did no more during that visit than he did on September 19, 2024. The insurance company is not a reliable resource as they are NOT part of the hospital system. They were not at visit on July 29, 2024. Of course they are going to "side" with the doctor's office, they do not want to have to pay for the claim.
Business Response
Date: 12/03/2024
Good day Ms. Bright,
I have sent an email to ************************* with your November statement. This statement has the September 19th date of service on it. Documentation shows that you gave verbal consent for osteopathic manipulative therapy during your visit on July 29th, which is the $89.00 charge for procedure code 98926. If you would like a copy, you may request medical records via MyChart or any of the other methods listed on Prisma' website. The link is below:
If you would like to speak with a Customer Service Specialist or be transferred to a supervisor, please contact our office at *************

Customer Answer
Date: 12/04/2024
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.

[To assist us in bringing this matter to a close, Please let us know below why you are rejecting the offer made by the business.]

I have not received any email. I did not give consent. I have no idea what you are talking about. This is the first I have heard of this so called consent. I have asked several times that a supervisor contact me. I am not allowed to speak with one when I call customer service. Why can no one pick up a phone and call me?

Regards,

***** * ******
Initial Complaint
Date:11/13/2024
Type:Billing Issues
Status:
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.
The billowing issue has not been resolved despite numerous calls and emails to Prisma. I am concerned the company is not processing my claims correctly causing me to have a bill for two steadman Hawkins visits. The company needs to process the claims a they have done in years past. These bills will affect my credit due to their mistake. I am requesting a one time waiver of copays for the steadman Hawkins visits at issue.
Initial Complaint
Date:09/13/2024
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.
******* ****** *** ******* ***** Mauldin SC 29662 Mobile ************ **** ** ***** ******** I am a patient. I have two concerns. I am writing regarding the claim dated May 6, 2024 with Dr. Jospeh A******* with Prisma Steadman Hawkins. The claim was billed for $104.00. I have Bcbs primary and golden rule secondary. My secondary did not pay the claim in full. I have spoken with Lanae C*** a billing supervisor and both of my insurance companies about this. I am concerned it was coded incorrectly on the date of service which is causing me to have a balance. I am unclear why Golden Rule did not pay this claim in full as BCBS did not deny the claim. Because I have a secondary and primary insurance, I have never been required to pay out of pocket. I ask that the office review the codes imputed to make sure it is correct . Also I have a concern about date of service is April 8, 2024. My primary insurance blue cross blue shield federal paid $70.73. I am unclear why I have a patient responsibility. Blue cross blue shield allowed this claim and Golden Rule should pay the remaining portion as my secondary. I have had Golden Rule insurance since 2007 and Blue cross blue shield federal since 2009. I have never had a patient responsibility for x-rays. What blue cross does not pay golden rule covers. I maintain this X-ray should have been coupled with the office visit with the same provider who ordered the X-ray. The X-ray was performed in the doctor’s office. In the past the X-ray and office visit were coupled and not separated and the X-ray was in fact paid in full. I think the office processed this incorrectly. Please also check on this. Thank you ******* ******
Business Response
Date: 09/19/2024
Hello *** *******
We will continue to work with you, our internal departments, BCBS, and UHC to research the claims with outstanding balances. I am confident that we can come to a resolution.
Thank you for choosing Prisma Health!
Warm regards,
LaNae C****, Supervisor, SBO Customer Service
***** ********

Customer Answer
Date: 09/19/2024
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 never heard back from steadman Hawkins about whether they crossed the visits correctly.

[To assist us in bringing this matter to a close, Please let us know below why you are rejecting the offer made by the business.]

Regards,

***** ******
Initial Complaint
Date:08/26/2024
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.
ON May 15, 2024, I underwent a colonoscopy. During the procedure, they took two sets of samples. The second set was not filed with a modifer, therefore my insurance company has denied the charges. I have called MULTIPLE times for resolution and have gotten nowhere. On July 18, 2024, I underwent arthroscopic knee surgery. I was originally slated to also have a plasma rich platelet injection during the procedure. I declined this procedure since it was not covered by my insurance, and the procedure was not performed. I am still be billed for this after several phone calls.
Business Response
Date: 09/12/2024
Hello *** ******
Your colonoscopy from 5/15/2024 and arthroscopy from 7/18/24 claims were sent to be reviewed today. Please allow 7-10 business days for the reviews to be completed.
Thank you for choosing Prisma Health!
Warm regards,
LaNae C***** Supervisor
SBO Customer Service
(**** ********

Customer Answer
Date: 09/12/2024
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 have patiently waited for months for resolution in this matter. My last phone call was 3-4 weeks ago, and this was to be passed to a supervisor at that point. What is the holdup? These are SIMPLE billing errors on your part. They should be resolved IMMEDIATELY. I am tired of the "forwarding to a supervisor", etc. This has been told to me more than once.

[To assist us in bringing this matter to a close, Please let us know below why you are rejecting the offer made by the business.]

Regards,

**** *****
Customer Answer
Date: 09/16/2024
I am now receiving past due notice see attached
Initial Complaint
Date:08/23/2024
Type:Service or Repair 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.
On 01/02/2020 I received a letter from Gastroenterology Consultants advising “I am advising you to undergo a repeat colonoscopy in 3 year(s).” On 01/24/2024 I followed the advise of Gastroenterology Consultants and had the colonoscopy repeated. Billing for the procedure was broken into four insurance claims. 1) Prisma Health (PH) Greer Memorial HO 2) Internal Medicine AS 3) Pathology Associates 4) Department of Anesthesiology Insurance for 1), 2) & 3) were promptly processed and paid by my insurance company. Claim 4) was denied. The reason given was “The policy allows a routine colonoscopy once every 10 years.” Upon investigation, claims 1), 2) & 3) were “coded” as “Diagnostic” and claim 4) was coded as “Routine”. I have no idea what “coded” means nor do I have any records from the event with the words “coded” other than a note from the insurance company. However, the day I was preprocessed for the procedure, insurance coverage was determined and approved. I have over ten (10) documented letters, emails and calls trying to resolve this issue. To date, very little to no progress has been made. It appears that all my requests have been ignored and no review of the “coding” has been performed. Prisma Health University Medical Group Department of Anesthesia will get paid by my insurance company when they resolve their “coding” issues. This is becoming very stressful for me and I wish to resolve per all my contracted service providers. I feel Prisma Health University Medical Group Department of Anesthesia is breaking the contract by not coding, communicating or dedicating resources to resolve the extremely stressfull issues they have created.
Business Response
Date: 09/03/2024
Hello *** **********
I have reviewed your complaint and attachments. The statement in the amount of $3,135.00 from the Department of Anesthesia is handled by Prisma Health University Medical Group. This is a separate entity from Prisma Health and have their own billing system. They are also responsible for the coding of their claims. Unfortunately, we cannot help you in this department. You will need to contact Prisma Health University Medical Group at ***** *********
I apologize for any confusion or inconvenience that this has caused.
Sincerely,

LaNae C***** Supervisor
SBO Customer Service
***** ********

Customer Answer
Date: 09/05/2024
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.

When I was admitted for this procedure, I signed a contract that covered Prisma and it's contractors. Now Prisma is taking the position that the dispute is with one of their contractors and, therefore I should be handled through them.
How can three (3) of the four (4) invoices for the procedure be "coded" correctly for insurance to pay and the fourth, from a third party Prisma contractor, be coded incorrectly? Could this be by design to collect a higher fee for the service?
he Problem is this Prisma contractor is accusing me of not paying the bill. I pay legitimate invoices according to contracted services. In addition, this maize of mystery procedure coding, legal relationships and who to call for assistance is not my Problem. Prisma needs to take ownership for its services, whether internal or outsourced. This invoice for the department of anethessia comes on Prisma letterhead paper. Prisma does not have an option to pick and chose on this. It needs to take ownership of the Problem they created!
Regards,

****** *********
Business Response
Date: 09/18/2024
Hello *** **********
We have reached out to the Department of Anesthesiology to work towards a resolution of the coding question related to your colonoscopy in January. Please allow time for review, 7-14 days.
Sincerely,
LaNae C****, Supervisor
Prisma Health, SBO Customer Service
***** ********
Customer Answer
Date: 09/19/2024
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.

Per Prisma's response, I am awaiting the results of the Prisma Department of Anethesiology correction of their error and resumittion of claim to **** ***** **** ****** of South Carolina for payment.
Please note: Most recent Prisma response has not advanced resolution of the complaint, however, it does acknowledge that my actions are appropriate to resolve the errors AND Prisma Department of Anethesiology is due payment for their serivces through my **** ***** **** ****** of South Carolina insurance provider.

Regards,

****** *********
Initial Complaint
Date:08/05/2024
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 received a $46 Hospital Services bill on 4/10/24 for "Vascular Abdominal Aorta Visit at Baptist Easley Vascular Lab". The test was scheduled for screening due to family history. I'm unemployed, waiting on SSDI approval. My insurance deductible has been met. I scheduled the test expecting it to be filed with insurance with zero cost. Hospital Serviced filed it as a "package price" without submitting to insurance. A half dozen contacts since April for an explanation why without any luck. Have been told an analyst would look at it and get back with me. So far this hasn't happened, just keep getting late notifications warning I'll be turned over to collections.
Business Response
Date: 09/04/2024
Hello *** ********
I have reviewed your BBB complaint and forwarded account number ************ to the proper department for review for an explanation of the charge of $46.00. Please allow 7-10 days for review.
Sincerely,
LaNae C****, Supervisor
SBO Customer Service
************
Initial Complaint
Date:08/02/2024
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.
An overpayment of $299.00 was made on May 5th 2024. I initiated conversations over the phone a day or so later and was assured that a refund would be issued. After not seeing the refund for almost 2 months, I then had a three-way call with Prisma, *****, and my *** account rep. The refund was found and Prisma claimed they would initiate the refund immediately. This was on June 29th. I have since had numerous emails back and forth with Stephanie M****** with Prisma and I have continued receiving the run around about the refund "processing", but have yet to see it. Stephanie sent me an "invoice" showing that the refund was "issued" on July 17th. It is now August 2nd and the refund has STILL yet to go into my account. I emailed Stephanie on July 31st asking for clarity as to why this is occurring and why the refund hasn't posted and I'm now being ignored and have not received a response. As of this morning(August 2nd, 2024), I have initiated a stop payment with my bank and filed a dispute. *Email chain will be attached.
Business Response
Date: 09/04/2024
Hello *** ***********
I have reviewed the complaint filed with the BBB. Unfortunately, we are unable to assist within the SBO Customer Service Department of Prisma Health. We do not accept or post payments made to ********** ****** ****. ********** and Prisma Health are utlize different systems. The last payment I see from you in our system is dated May 3, 2024 for $168.48.

Please contact ********** ** ************* for assistance..
Sincerely,

LaNae C****, Supervisor
Prisma Health, SBO Customer Service
***** ********
Customer Answer
Date: 09/05/2024
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.

The statement provided is completely untrue. Please review the attached for further details. It contains an email record stating that they not only found that the payment posted, but that they also initiated refund payment, which was never received. The other attachment includes a detailed breakdown of the invoice showing that payment was received. As I continued communications with Prisma, they have continued to make excuses claiming that I may have changed bank accounts and that's why the refund wasn't received. I've used the same account for nearly 20 years. When the refund wasn't received and I reiterated this to them, they claim they then sent out a paper check in the mail and that this would be received in 5 to 10 business days. This check was also not received. We are now over a month since they made that claim about the paper check. This is completely unacceptable. In addition to all of these concerns, the point of contact in the email, Stephanie M******, also ceased responding when I continued to reach out to her multiple times. Her last email was on July 19th of 2024. I have since reached out to her twice and my attempts have been ignored. This can also be viewed in the attachment i provided of the email communications.
Please reach out to me if further details are needed.

Regards,

******* **********
Business Response
Date: 09/18/2024
Hello *** ***********
We have reached out to the contact at ********** to assist in resolving this issue with your refund and the funds that have not shown in your HSA account to date. Please allow time for research and for the refund to be issued, 7-14 days.
Sincerely,
LaNae C****, Supervisor
Prisma Health, SBO Customer Service
***** ********

Customer Answer
Date: 09/18/2024

Better Business Bureau,

A check has arrived in the mail containing the refund. Despite the closure to this situation, I will continue to voice my concern that this organization is operating to rip people off. It wasn't until after I submitted proof to their lie that a resolution finally occurred. I strongly urge a class action lawsuit to take place to investigate how often this is taking place and how many people they are impacting negatively. Previous BBB complaints are the proof needed to realize this is happening far too often.

Regards,

******* **********

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