Complaints

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

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• 

  PRISMA Health

  701 Grove Rd Greenville, SC 29605-4210

• 

  PRISMA Health

  PO Box 2129 Easley, SC 29641-2129

• 

  PRISMA Health

  200 Patewood Dr Ste A16 Greenville, SC 29615-3544

• 

  PRISMA Health

  200 Patewood Dr Greenville, SC 29615-3593

• 

  PRISMA Health

  175 Patewood Dr Greenville, SC 29615-3570

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:07/26/2024

  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.

  On February 14th 2024 I was scheduled for an ultrasound in which PRISMA (GREENVILLE MEMORIAL) informed me I would need to pay for it up front. I paid the $466.58 supposedly not covered by my insurance co. Received the EOB from my ins co. on 2/27/27 it showed an allowable provider discount of $487.00. In turn I have reached out they state they have not received an EOB stating it is a contractual agreed amount. I called AGAIN today 07/25/2024 spoke to Jennifer. She stated same thing, I told them the insurance company informed me they had once again, faxed it and emailed it on July 11th. and when I asked what she in billing dept of PRISMA HEALTH suggests I do to get this resolved once and for all, she stated that I should conference call them right back with my insurance company on the phone. I did that within ten minutes, of which I of course received someone new named Deshaunda (INCREDIBLY DEFENSIVE AND RUDE AND INCOMPETENT) and she stated they saw the contractual agreement and the $487 allowable amount. The call was terminated ( I BELIEVE SHE HUNG UP ON ME) before discussions were completed and when I immediately called back this time a new rep named SHARON (WORSE THAN DESHAUNDA AND YOU COULD NOT GIVE HER ANY FACTS WHATSOEVER BECAUSE SHE WAS DETERMINED SHE WAS RIGHT AND I WAS WRONG) gave the original statement of they do not have the allowable EOB on file. So here we are, July 11th I have wasted so much time which isn't even something I should have had to deal with in the first place, ending with no resolution, I am HUMBLY requesting someone with competence within this billing department contact me with a definitive answer to when this will be resolved. IT IS INCREDIBLE THE INCOMPETENCE LEVEL from this hospital system. Why would I have continued on this journey if they had not told me the steps to follow yet continuously am lead elsewhere.

• Initial Complaint

  Date:07/12/2024

  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 was double charged by the provider. In my previous appointments with the provider, we discussed how I would need to go on blood pressure medication in the future. In May, I noticed my blood pressure was high and I needed medication. I had a yearly physical scheduled for 5/24, but I was requested to come in that day (5/20). My doctor was unavailable, so I drove 45 minutes and saw the NP. She prescribed blood pressure medication. I was told to keep my yearly physical on 5/24 simply because I hadn't been in awhile. On 5/24, the doctor conducted the annual yearly physical. She inquired about the new medication. I was charged for my yearly physical AND an additional charge as if the blood pressure were a new problem. I paid to discuss my blood pressure on 5/20. In addition, my blood pressure has been a discussion for years. Therefore, I'm disputing the double charge. When I paid online, for the appointment on 5/20...it sent the money to 5/24. I have screenshots of the balances and how they changed before and after payment. I'm disputing the additional $190 balance on my account. With insurance, Prisma is requesting me to pay over $400 for prescribing blood pressure medication. I called Prisma Health to dispute the charges. I was told they would respond in 7 days. Nobody returned my call. I called again the following week and was told it was expediated. No call. I then turned to mychart. I have three messages on mychart. The first one was on 6/29. Mychart says to allow 48 hours. I still have no reply, but received a message that my bills were outstanding.

  Business Response

  Date: 07/25/2024

  Hello **** ********,

  I have sent your accounts to be reviewed for the appropriateness of all charges for your office visits on 5/20/24 and 5/24/24.  This review can take 5-7 business days to complete.  Someone from our office will contact you once the review is complete.

  Thank you for choosing Prisma Health,

  Warm regards,

  LaNae C****, Supervisor

  Prisma Health Customer Service

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

   

   

• Initial Complaint

  Date:06/28/2024

  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.

  We’re being billed for a lab test that had to be repeated because it was done incorrectly. They are billing us for both tests even though they messed up the initial test. I have called them dozens of times to fix this and tell them I’m happy to pay my bill once they resolve the issue. They tell me they will escalate it and a supervisor will call. No one ever calls. Then I get a notice that they’re going to send me to collections so I call again. They tell me there’s a note on the account and it won’t go to collections, and the supervisor will call. No one ever calls, but they repeatedly send me to collections and the cycle has repeated itself several times now. They won’t even give me the supervisors full name, will not transfer me to them nor give me an email to reach out to them. I have no way to resolve this complaint and they tell me the same thing every time I call. I don’t know how to correct my bill and don’t want to pay for something I shouldn’t have to!

  Business Response

  Date: 07/09/2024

  Hello *** *******

  We have received this communication via the BBB portal.  The lab charge disputed for your daughter from 2/1/2024 along with the original test done on 1/11/2024 has been sent to our Patient Advocacy department for review.  This department reviews and makes decisions on these types of cases.  Please allow 7-10 days for a review and decision regarding adjusting the charge for 2/1/2024.

  Thank you for choosing Prisma Health!

  Warm regards,

  LaNae C****

  Supervisor, SBO Customer Service

   

  Customer Answer

  Date: 07/10/2024

  [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, as long as it is followed through on. 
  
  Regards,
   ******* ******

• Initial Complaint

  Date:06/10/2024

  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.

  My PCP, Dr. ******** inadvertently, coded a follow-up diabetic appointment as an "annual wellness" for a August 15, 2023 appointment. My BCBS insurance only allowed for one annual insurance covered appointment per year. Therefore, my ***** appointment claim with **** ********** on October 30, 2023 was denied. I have been extremely patient with the corrections needed by Prisma Health, as outlined in the context of this email. My OBGYN provider has forwarded my delinquent account to collections due to Prisma's failure to make timely corrections and failure to re-file appointment on August 15, 2023 with BCBS. I have received contact by **** ********** on multiple occasions, stating that BCBS continues to decline payment for the annual ***** *annual appointment that took place on October 30, 2023. I have contacted BCBS who continues to report that Prisma has not re-filed for appointment on August 15, 2023. As of June 6, 2024, Prisma has not made coding correction for the appointment with my PCP that took place on August 15, 2023 nor has Prisma's coding department re-filed appointment with BCBS. As noted in detail, you can see that I have been attempting to inquire about the status of this concern for over six months with no resolve. I have exhausted all attempts to resolve the concerns/issues. I look forward to speaking with a Prisma Representative who can ensure that these concerns and actions are resolved immediately.

• Initial Complaint

  Date:06/07/2024

  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.

  Diligently attempted to resolve improper billing issue with Prisma at clinic level & through billing review, extreme frustration. Spoke w/ billing supervisor LaNae. Despite endless review, LaNae agreed to expedite new review but failed to follow through each (2) times. Dispute stems from a misbilled annual physical and related labs (refer similar ******** *** **********. Prisma requires “meet the doc” visit to establish as a patient. Initial visit 03/11/24, preventative physical exam scheduled 03/15/24. At 03/11/24 visit, ** ***** provided basic ** ****, requested cancel 03/15 visit, stated would change 03/11 visit to and performed "light" physical. I informed concerns physical must match up with preventative lab tests to not incur costs otherwise covered 100% by insurance. Lab tests scheduled next day, 03/12/24. On 03/13/24, assistant called, lab discussion requested by Dr, appointment 03/15/24 reinstated. In that meeting, preventative services coding concerns reinforced. Dr. understood, claimed corrections made in computer to document annual physical & date. Later learned Prisma forwarded billing to insurance same date, 03/15/24, unclear if before or after Dr's amended changes. This could partially account for the billing errors by Prisma. Despite obvious error based on their own documentation, they have refused/failed to correct issue. Extreme disfunction exists between clinic and billing offices. Billed for $196.52 in lab services because Prisma failed to designate properly as preventative/ 100% covered services. Also received $40 in office visit co-pay, $20 for each visit (03/11 & 03/15). Since one of the co-pays should have been designated preventative (annual physical) services. I relied upon Dr. ****** representations and authority that she would rectify annual physical designation. Any non-preventative lab tests performed were not authorized by patient. Prisma needs to rectify their error by correct rebill or waive all but $20 co-pay for one visit.

• Initial Complaint

  Date:05/06/2024

  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 have two separate refund requests: a) I was involved in a car accident on Feb 26, 2024. I presented to a Prisma facility and received treatment. Several weeks later, the adverse driver’s insurance company submitted a payment to Prisma for the services in the amount of $3015.02. This was an overpayment due to medical insurance coverage and other credits. I am requesting a refund of this amount. b) I currently have no outstanding balance with Prisma. Overpayments in the amount of $577.05 left unapplied to any account exist, and I am requesting a refund of this amount. I messaged your billing department regarding these matters on or about Mar 28, 2024. I also called on or about Apr 12, 2024, but was only told to wait a few more weeks to see if a refund would be “automatically processed.” I have received no follow up contact to date.

  Business Response

  Date: 05/16/2024

  Good day *** ******

  We are in receipt of your BBB complaint.  Also received was your attachment that payment in the amount of $2,542.00 was mailed to ** ******* ***** ********.  However, we would also need the address that the check was mailed to and the check number.  If you have the information readily available, please forward that information.  In the meantime, we will reach out to ***** **** to obtain the needed information.

  We apologize for any inconvenience that this has caused.  Thank you for choosing Prisma Health.

   

  Warm regards,

  LaNae C****

  Supervisor-Customer Service

  Customer Answer

  Date: 05/17/2024

  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 do not possess the address. The previous attachment shows all checks as cashed by Prisma. 
  
  ********  
  Adams Stone

  Customer Answer

  Date: 05/21/2024

  I contacted ***** **** and they provided me the address to which all 3 checks were mailed:

  
  

  ** *** ******  ******** ** *****

  
  

  Additionally, while they couldn’t provide me with the check numbers, they provided me with the payment reference numbers which is also printed on the checks:

  ********* ********** ********** 

  Business Response

  Date: 06/05/2024

  Hello *** ******

  Do you have the claim adjuster's direct phone number and/or email?  The check number is required for Prisma Health to be able to trace the payment.  Please provide this information if you have it so we may reach out to the adjuster directly.  Thank you.

   

  Customer Answer

  Date: 06/06/2024

  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.]
  

  Hi, 

  Since this claim has been closed, no adjuster’s information is available. I have provided ***** ****** contact information. Please note I have previously provided the amounts, dates, and reference numbers for the check. 
  

  Sincerely,

  ***** *****

• Initial Complaint

  Date:04/24/2024

  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.

  Pre paid surgery 3/1/24 Surgery 3/11/24 Insurance paid and credited causing refund due me $1791.00 3/27Prisma health said they resolved the refund ; sent an email w instructions on how I wanted my refund send. Never received an email. Have called multiple times and get many different process and answers for how my refund will be processed. All contradictory to the previous calls. I have escalated it multiple times to supervisors and am told it’s “on the way”. Nothing has happened. No refund.

  Business Response

  Date: 05/06/2024

  resolved 4.26.2024

• Initial Complaint

  Date:04/17/2024

  Type:Service or Repair 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 hate to even have to file this complaint but...my son was in the hospital this past weekend. He was discharged Saturday April 13th. His grandmother and I had a conversation with a social worker. I needed to get her name for my records. I called and left 2 messages with a phone number that is supposed to be the pediatric nurse's station. No return call. Then I called again and left a message with the social work department...no return call. I am simply needing the name of the night time social worker for the pediatrics floor. She was a middle aged African-American woman. The grandmother of my child tried to submit unsigned paperwork from a judge and I have to document everything. I am simply needing the name of the person that paperwork was submitted to.

  Business Response

  Date: 04/29/2024

  Good day,

  I located the social worker's name in the patient's chart.  I called Ms. Charmaine B***** at ***** ******** and gave the name of the social worker to her.
  

  Ms. B***** said that was all that was needed.

   

  LaNae C*****
  

  Supervisor-SBO Customer Service, Prisma Health

   

   

  Customer Answer

  Date: 04/30/2024

  [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:04/10/2024

  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.

  Date of service: 11/17/2023 Appointment scheduled for a yearly Physical. Wanted to get it in before end of year as this is 100% covered by my insurance. Normal Physical visit, questions asked and answered. Received Bill for $280.70 as a Office Visit (not what was scheduled) Called 2 times and nothing was taken care of (I requested rebilling of this) and then went in person to speak with office billing manager who said he would look into this and call me back. Never received a call back, this is terrible service and I will not be returning to this office for further care as I can only imagine what further care is like. 4/10/24: Received call from Collections ****** *** ****** wanting payment...What...after I was told they would put a hold and look into this. This is ABSOULUTY RIDICULOUS! All I did was schedule an appointment for a physical and THEY billed incorrectly and now I am in collections. I have/had perfect credit. I will look for an attorney at this point. Someone needs to step up to stop this recklessness of Prisma Health. If at anytime my Physical was being changed to an Office Visit I would have said no and left, There was no discussion of this with me and feel like there was a switch a roo done. I feel scamed. I called office right after I got off phone with collections and they answered after I was on hold for 20 minutes and transferred me right back to ****** *** ****** Collections. I need help in speaking with someone from Prisma...I am getting the run around. I have a Guarantor Number ********** 

  Business Response

  Date: 05/01/2024

  Hello,

  $280.70 was written off of the account for date of service of 11/7/2023 on 4/29/2024 as there was no discussion that the physical was being changed to an office visit.  This account went to ****** *** ****** on 4/5/2024.  You should not see this account on your credit report as ****** *** ****** does not report before 30 days as passed.

  We apologize for any inconvenience.  I can be reached at ***** ******** if you have any questions or concerns.

  Warm regards,

  LaNae C****

  Supervisor, SBO-Prisma Health

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

   

   

   

  Customer Answer

  Date: 05/02/2024

  [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:04/10/2024

  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 have contacted Prisma C/S on 3 different occasions and requested call backs on all calls. C/S explained that it will be 72 hours before a supervisor will return the call. My last call was on 4/4/24 and still to date no call back. Noone can explain to me how my bill is $30, $65 and $95. I have made payments using the same account number on their billing platform and nothing is being credited to my account. Now I have received a call and notice from a collection agency requesting $65.00. Per talking with Stacy and BJ on 4/4/24 they have confirmed notes on their Teams platform that there is a request to have a supervisor or manager return my call. I will not call C/S again, due to my request is being 100% ignored. Also, my banking intuition has confirmed payments being made using my bank account and I sent the information onto the their billing address. A C/S stated on the 2nd call, that they do not see any correspondence being mailed in on my account. The correspondence was mailed approximately mid-March.

  Business Response

  Date: 05/08/2024

  Good afternoon *** *****************

  Your BBB complaint has been reviewed.  I spoke with you today over the phone about the 11/2/2023 DOS.  Per the EOB, the patient responsibility was a $100 copay.  Your payments of $10 and $25 on 12/30/23 and 2/5/2024 were applied towards that copay.  Other payments were returned to your financial institution due to account could not be located and NSF fees were applied to your account.  Your payment of $60 on 4/22/2024 was applied towards those NSF fees.  Those fees were adjusted this morning and the $60 payment distributed to DOS 11/2/2023.  The current remaining due is $5. 
  

  Payment may be made at: 

  I apologize for any inconvenience or frustration that was  caused.

  Warm regards,

  LaNae C****

  Supervisor-SBO Customer Service