Complaints

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

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  CHI Memorial

  2525 Desales Ave Chattanooga, TN 37404-1161

  
• 

  CHI Memorial

  2051 Hamill Rd Hixson, TN 37343-4026

  
• 

  CHI Memorial

  6401 Mountain View Rd Ooltewah, TN 37363-6681

  

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:01/09/2025

  Type:Product 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 overpaid for services and a refund check was issued on or around October 31, 2023. I never received the check and have made four attempts to have it re-issued. Each time I call, I get the same "I've issued a stop payment on the check and to have it re-issued". I just want this check re-issued and sent to me. I am frustrated after calling 4 times, since November 14th, and getting the run-around.

  Business Response

  Date: 01/23/2025

  To Whom It May Concern:
  
  Thank you for bringing Ms. ****** ********’ concerns to our attention. Attached please find our response to same.
  
  We ask that the enclosed response not be posted to your website or any public media site as it may contain protected health information.
  
  If you have any questions regarding the response to Ms. ********’, please feel free to contact our office at ***** ********.

• 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.

  Last year I had **** network S and could not see my PCP of 10 years Dr **** ***** due to your refusal in the middle of the calendar year to keep taking my insurance. So I switched my marketplace plan to *** starting Jan 1, 2025 to once again be able to see **** *****. I called the company to verify that **** ***** is in network with my new plan. I arrive to my appointment and am told that my insurance is not accepted. Called my insurance company again again they verified that **** ***** is in network and I am covered to see him but Memorial still refuses to accept it. Can you please explain why CHI memorial is actively discriminating against self employed individuals like myself who purchase insurance through the marketplace? And explain to me why my insurance company says my plan is in network but you continue to refuse to accept it? Now I am apparently going to have to lose my PCP of 10 years **** ***** because of CHI memorials greed and discrimination. Your organization is disgraceful.

  Business Response

  Date: 01/21/2025

  To Mr. ***** and the BBB,

  We are incredibly disappointed to learn of your situation regarding *** insurance and one of our CHI Memorial Medical Group clinics. We strive to provide the highest quality care to every member of our community and consider it an honor to be your caregiver. We appreciate the trust you've placed in Dr. ***** and understand what the relationship means between a PCP and his patient. 

  We have taken time to carefully examine your complaint. We agree that it is unfortunate that **** chose to pursue another provider for their Network S option. At the time of their decision, we made every attempt to connect with all of our patients with Network S via letter, external marketing, and text communications to encourage them to seek other options that we remain in network with. It appears that you tried to do just that.

  Sadly, the *** Exchange product is not an insurance that CHI Memorial Medical Group participates in. We engaged our Region Director for Payer Strategy to verify with *** if the product you selected was in/out of network. The Director reported back this past week that *** incorrectly informed you that Dr. ***** is in network. In his response, he stated that he received an email from United on 1/16/25 saying they have corrected any exchange issues with CHI medical group providers, and to allow 24-48 hours for the problem to be corrected. Perhaps *** will work with you to select a new product that we are in network with since the error appears to be on their end. If so, please also verify with our office staff to ensure this mistake doesn't happen to you a second time.

  Again, we're incredibly sorry that this is happening to you and the many other members of our community who are impacted by these decisions. We are hopeful *** will be able to work with you so we can continue your patient relationship with Dr. *****. Thanks again for allowing us to be your provider of choice. 

  Sincerely yours,

  CHI Memorial Medical Group

  Customer Answer

  Date: 01/22/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  
  CHI Memorial continues to pass the blame to others when they are the ones who made the choice to not accept these plans and take care of their patients. I called *** again today and was once again told that Dr ***** is in network with my plan and they even have him listed as my PCP on the plan. They told me that he 100% IS in network with the plan but CHI memorial is making the choice to not honor the contact and accept it. I was told to submit a super bill if CHI still refuses to honor the plan because he is in network and they will cover the visit. Further they said that even if he wasn’t in network that I should still be able to use out of network benefits.

  Can you please explain to me why CHI Memorial is purposely excluding patients who are self employed and must purchase their insurance on the ************** marketplace? On your website it states that you exclude only marketplace plans for *****, *** and ****. As a self employed individual, my only option is to purchase my insurance though the marketplace. *** can not switch me to a different plan because there is apparently NO marketplace plan that CHI is willing to accept?? 
  

  CHi Memorial is failing its patients and choose corporate greed over accepting all insurance plans for self employed workers. 

  
  Sincerely,
  
  **** *****

  Business Response

  Date: 01/29/2025

  Mr. *****,

  Thank you again for your feedback and we're truly sorry that we're not in network with this product. Our Payor Strategy department has again reached out to *** to correct the issue. As of today, all but 8 of our providers have been removed from their records with the Exchange product. They expect the final 8 to be removed shortly. That should correct the communication mix-up as to whether CHI Memorial Medical Group accepts this product or not when subscribers call ***.

  Again, we're very sorry for the trouble and would love to continue caring for you and your family. We would encourage you to continue letting *** know that CHI Memorial is your provider of choice and to please consider adding your healthcare product to any future negotiations between *** and CHI Memorial.  

  Thanks again and sincerest apologies...

  CHI Memorial Medical Group

  Customer Answer

  Date: 02/01/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  
  The responsibility is on completely on CHI Memorial, not ***. Nothing was addressed about CHI not accepting any exchange plans from ************** for self employed individuals. *****, ******** and everyone else in the area do so I will be switching over to them and finding a new pcp.
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:12/19/2024

  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.

  Moved to TN in 2023 - working remote for same company and have same health care insurance. Dec 11, '23 had an appt to establish a new breast care provider, Ms. ******, CHI Memorial Breast Care Associates - Ooltewah. I was past due for my next breast MRI. I expressed to provider that since I was new to CHI, I would like to receive an estimated out of pocket. We both understood that MRIs are expensive but I know my health care covers this benefit. I was assured that I would receive this. The scheduling department called me a day or two after my appt to schedule the MRI on Jan 3, '24. I expressed again my request to receive an estimated out of pocket. I was assured I would receive that and there was sufficient time to get that for me. I called back the following week to see if this was ready and it wasn't. Again expressed my request. The day before my appt CHI rep calls me to go over the MRI requirements (no metal, etc...) and said we have not contacted your insurance but you will know your estimated out of pocket when you arrive at your appt. I was not told at the appt. When I received a bill later, my out of pocket was for $900. At my previous provider, **** *******, my out of pocket was about $200. I was shocked and after many phone calls that went in circles confirmed that the charges were correct. I expressed again about having requested an estimated out of pocket because if I had known it was this much I would have gone back to Ms. ****** to discuss other imaging centers to price them out. Please find attached letters I submitted to the dispute department of CHI requesting a refund of $700. I rec'd a call on Dec 6, '24 and finally l got to the bottom that I was to file a dispute with the actual center. I called the office manager, *****, whom I have spoken to before in the earlier calls and she said she would talk with her supervisor on how to do that as she didn't know. I called again on Dec 16 and left a message for *****. No response.

  Business Response

  Date: 12/19/2024

  I attempted to call Mrs. ****, but had to leave a VM with my office number for her to return my call. I have initiated an internal grievance process on her behalf which will begin a cascade of events bringing attention to her concerns so they are addressed appropriately. 

  Customer Answer

  Date: 12/26/2024

  
  Complaint: ********
  
  I am rejecting this response because: I talked with Mr. ******* on Dec 19 and he explained to me the next steps- that I should hear from upper management at CHI and the billing company they outsource too to talk further and hear a decision on my recommendation to resolve this in good faith.  I have not received any calls nor heard any further updates on those steps.  I called Mr. ******* today, Dec 26, and left a VM inquiring on the status.  So this is still pending to be resolved.
  
  Sincerely,
  
  ******** ****

  Business Response

  Date: 01/06/2025

  
  To Whom It May Concern:
  
  Thank you for bringing Ms. ******** ****’s concerns to our attention. Attached please find our response to the same.
  
  We ask that the enclosed response not be posted to your website or any public media site as it may contain protected health information.
  
  ** *** **** *** ********* ********* *** ******** ** *** ****** ****** **** **** ** ******* *** ****** ** ***** ************* ****** ** ***** **** ** ******** ** **** ************* ** *** ****** ******** ******* **** ********* ********* *** **** *** ******** *** *** ********* ** ******** *** *** ******** ********* *** ******** ******** ** ********* ** ********** *********** ******** ******* *** ******* *** ***** ** *** ******** ********* ** ********* ********* *** *** *********** ** ************* **** ****** *** **** ******* ** *** ********* ********** * ******** ****** ** ********* **** ********** *** *** *** ********* ******** *** *** ********* ** **** ** **** ******** ** *** ********* ******** *********** **** *** ******** *********** *** ********* ** ****** ** *** ******* * ************* ********* ** ******** **** ************* *** ****** *** ******* ** **** ******* *** ***** ********** ** ****** ******* ********** **** ** ******** *** ******* ** ********** ********** *** ************* ****** * ***** **** *** ****** ** ********* ** **** ******* *** ******** **** *** ******** *** **** ****** ** ********** **** ******** *** ************* ** ** **** ** ******* **** ******* ** *** **** *** ********* ** ******** ********* *** ******** ***** ****** **** **** ** ******* *** ******* ****** ** ***** ********* *** **** *********** ** ********* *********** ****** **** ** ** ************** ** ***** ****************************************************************************************

  Customer Answer

  Date: 01/15/2025

  
  Complaint: ********
  
  I am rejecting this response because: CHI mentions in their letter that they needed 7 days and it is past that time and I have not heard anything from them.  Please note that in the note that CHI submitted to BBB, they mention a Mr. *****, who I do not know who that is but appears that they may have mixed up two complaints?  Additionally, the date of service mentioned in their note says Sept 5, 2024 but my date of service Jan 3, 3024.  So, I am still waiting for resolution.
  
  Sincerely,
  
  ******** ****

  Business Response

  Date: 01/17/2025

  To Whom It May Concern:
  
  Thank you for bringing Ms. ******* ****’s concerns to our attention. Attached please find our response to same.
  
  We ask that the enclosed response not be posted to your website or any public media site as it may contain protected health information.
  
  If you have any questions regarding the response to Ms. ****, please feel free to contact our office at ***** ********.
  

  Customer Answer

  Date: 01/21/2025

  
  Complaint: ********
  
  I am rejecting this response because: Thank you for this response from CHI.  There are some glaring issues with their response. 
  I don’t appreciate that this issue is trying to be twisted onto me and my insurance.  I don’t appreciate how CHI is treating me for this past year of passing me off and running me in circles.  It is completely unacceptable and definitely doesn’t follow their statement of “meeting the needs of their patients” nor receiving the “assistance they [patient] require”. 
  First, CHI has not indicated if they did indeed contact my insurance company prior to my appointment.  I called my insurance today and they confirmed that they do not have record of CHI contacting my insurance prior to my appointment.  The only contact they received was on January 13, 2025 (yes a year later) to inquire on MRI.  I don’t have another MRI scheduled with CHI so this could only mean they were calling in about the MRI in 2024 in regard to this complaint. 
  Secondly, as stated in CHI’s letter, they have a contractual agreement with my insurance company.  Therefore, CHI has access to the agreed contractual rates with my insurance company and could have provided an estimated out of pocket OR could have provided what they would have charged my insurance company so I could have applied the 80/20 benefit to determine what my estimated out of pocket would be.  My insurance confirmed this point as well.  CHI didn’t need to contact my insurance as CHI has access to those rates to do that but if they wanted to there was time prior to the appointment to make that call to my insurance toward the end of December as those benefits and rates are in place to take effect in January.  CHI’s letter seems to allude to insufficient time to provide the estimate.  This is not a problem as points stated above.
  Third, in regards to the several sentences basically regarding the EOB.  I am not questioning that and that is not part of the problem/issue here.  The entire problem is that I requested an estimated out of pocket and CHI never contacted my insurance prior to the appointment nor communicated the notes in this response to my complaint letter nor provided the estimated out of pocket amount to me so I could make an informed decision.  The letter seems to allude for me to know my benefits.  I do and I have stated that in my letters in this complaint submission.  The whole point is on that I never received an estimated out of pocket as requested at least twice and assured by CHI staff that I would receive this.
  Clearly CHI had the means to be able to provide the estimated out of pocket and withheld that information.  CHI needs to take responsibility and acknowledge their mistakes in not fulfilling my request for an estimated out of pocket to make an informed decision.  In good faith effort to resolve, CHI should accept my suggested resolution because if I had the information I could have made an informed decision and thus gone to another imaging center and paid $700 less.
  
  Sincerely,
  
  ******** ****

• Initial Complaint

  Date:11/14/2024

  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.

  Received bill from CHI on 5/14/24 for amount that my HRA already paid. I called that day and spoke to someone who assured me that my account would be noted and the matter would be resolved. I received another bill on 6/17/24 for the same amount. I spoke to multiple people (multiple calls) and was told that I owed the money. The last person I spoke to agreed that they received the amount in question and the matter would be resolved. I received another bill on 10/21/24 and went through the same process of speaking to multiple people who insisted that I owed the money. Again, the last person I spoke to said they saw the issue on their end and it would be fixed. I asked to speak to a supervisor, but was told that they would have one call me back. I never received a call back. I received a text on 11/3/24 directing me to logon to their site and make payments. Each of the prior times I spoke to them, I was asked if it was ok to contact me on my cell phone. I explicitly told them no each time, yet they still texted me. I called 11/13/24 and asked to speak to a supervisor after being told I still have a balance. I was told all supervisors were unavailable and someone would call me back in 48 hours. I don't know if this is a case of incompetence/lack of training, or some kind or unethical billing practices.

  Business Response

  Date: 12/06/2024

  To Whom It May Concern:
  
  Thank you for bringing Mr. ******* ****** ********’ concerns to our attention. ******* is responding on behalf of CHI Memorial. ******* manages revenue cycle operations for CHI Memorial, including billing and account services.  Attached please find our response to same.
  
  We ask that the enclosed response not be posted to your website or any public media site as it may contain protected health information.
  
  If you have any questions regarding the response to Mr. ********, please feel free to contact our office at ***** ********.

  Customer Answer

  Date: 12/06/2024

  
  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:10/15/2024

  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 was caught in the CHI Memorial dispute with **** S plan & given misinformation twice by Memorial regarding my coverage. I was notified by **** that my plan would not include CHI Memorial starting July 1, so I called Memorial to cancel my July 19th mammogram at the **** ***** ****** ****** ****** on June 10th. At this time, I was told I should not cancel but should call back in 1 week before my appointment to find out what the decisions were made. Encouraged that I might be able to keep my care at Memorial, I agreed. In the meantime, I made an appoint at *********** ******* for the same day in case it did not work out. As instructed, I called the **** ***** ****** ****** ****** on 7/10/24 to cancel my appointment and let them know why. At this time, I was encouraged to keep my appoint and was assured that I could continue to use Memorial CHI through December 2024, and they would accept my **** payment with no change to me. I ask if I should speak with an insurance specialist to confirm this, but was met with insistence that it was not necessary and that I was covered. Now 4 months later after my insurance covered $0 of a mammo screen that would normally be 100% covered by the Affordable Care Act, I am being billed by Memorial for full out of pocket payment for my mammo. I called Memorial's billing service and was met with a service rep in Texas that had no idea what I was talking about and said there was nothing he could do, but would submit a claim. I have since received another bill. I did my due diligence & felt I had myself financially covered. I would like to have this bill removed from my account due to the misinformation provided to me directly by Memorial staff. As a side note, at Memorial’s request to patients, my husband battled his employer to offer a new **** option that covers Memorial, and just learned that he won this battle. Unfortunately, we no longer feel we can trust Memorial to have integrity and treat us fairly if this is not resolved.

  Business Response

  Date: 10/28/2024

  To Whom It May Concern:
  
  Thank you for bringing Ms. ****** ****’s concerns to our attention. Attached, please find our response to the same.
  
  We ask that the enclosed response not be posted to your website or any public media site as it may contain protected health information.
  
  If you have any questions regarding the response to Ms. ****, please feel free to contact our office at ***** ********.

• Initial Complaint

  Date:05/28/2024

  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.

  On February 19, 2024 I received a bill for a doctor's visit. The bill represented the portion not covered by my insurance ************. The bill was from ***********, the authorized vendor for CHI Memorial. I paid the bill in full, as shown by the receipt generated by *********** dated February 19, 2023 and the screenshot of payment by bank's credit card statement. CHI Memorial wrongly claims the bill is past due and is threatening to send the bill to credit collection. The bill has been paid in full and CHI Memorial should cease and desist in sending false "payment due" notices.

  Business Response

  Date: 06/11/2024

  Good Afternoon,

  CHI Medical Group used an online payment portal by the name of *** ** ****** as a vendor to accept online payments from patients towards their bills.  On or about February 19, 2024 there was a cyber attack that occurred to the parent company ****** ********** which controlled *** ** ******.  During a three day periord patients were able to still make payments online through *** ** ****** however *** ** ****** was stating no payments were being taken due to the cyber attack and still to this day state that they do not have record of any patient payments being taken over the course of the three day period.  As an organization, CHI Medical Group has institued a process for the patients that were affected to request a proof of payment form from the patients bank or credit card company showing the payment.  Once the payment is provided we are then adjusting of the payment amount as an administrative adjustment so that the patients do not continue to receive statements or possibly roll to a collection agency.   I have ensured that the patient's balance for the date of service has been adjusted off ensuring that the current balance on the account is zero. While *** ** ****** has received the funds from the patient, CHI Medical Group as of date has not received the funds.  

   

  Customer Answer

  Date: 06/13/2024

  
  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,
  
  ******* *****

  Customer Answer

  Date: 06/14/2024

  Have you heard from the company?   Yes
  
  Are you satisfied with the company's efforts to resolve this matter?   Yes
  
  
  
  Comments: CHI should make a greater effort to communicate with
  their customers. After calling multiple times, submitting evidence of
  payment and requesting an explanation for the bill, I received no response.
  The news of a cyber attack in the BBB response was the first time I learned
  of this context. It would have been helpful to know this. Good
  communication with customers goes a long way to establishing positive
  interactions.

• Initial Complaint

  Date:04/11/2024

  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.

  Not giving me credit for the bill that was paid. Sent copies of statement twice to Atlanta. Twice to Dallas, Texas. Still didn't get credit. Was turned over to collection. Faxed copy of statement to collection agency. Talked to collection agency on the phone and they can see where it's been paid. When I talk to them on the phone they can't understand why I'm not getting credited. They say they're turning over to review board but then the start calling me again. I just want to get this resolved.

  Business Response

  Date: 04/29/2024

  To Whom It May Concern:
  
  Thank you for bringing Mr. ***** *****’ concerns to our attention. Attached please find our response to same.
  
  We ask that the enclosed response not be posted to your website or any public media site as it may contain protected health information.
  
  If you have any questions regarding the response to Mr. *****, please feel free to contact our office at ***** ********.

• Initial Complaint

  Date:11/06/2023

  Type:Product 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.

  Had a medical procedure done Oct 2022. Received a statement for $1153.71 June 27 or 28, 2023. I paid $1153.71 July 7, 2023. I then received an EOB from ***** Insurance showing I had overpaid $59.92. I called CHI Memorial billing Dept 7-31-2023 and requested my refund. I was told by ******* on 8-11-2023 my refund was in process and would take 30 days to receive my refund. On 9/28 I talked to ***** in customer service and was told check had been mailed Aug 17th. On 10/9 I talked to ****** and was told check was mailed 10/2. On 10/12 I talked to ***** and requested a Supervisor. ****** ***** told me to wait til Oct 25th and call back. I then called ***** Ins and spoke with ********, an account mgr. ******** made several attempts to get resolved and asked for Supervisor’s but was not put thru. ******** called 10/18 and was told check had never been issued let alone mailed. On Wed 10/18 I spoke with ******* **********, Mgr over customer service and was told she would call me Fri. 10/19. No call received. On Mon 10/23 received call from ******* that another check would be issued on Thursday 10/26 and over sent overnite. Check has not been received as of 11/4. On Mon 10/30 spoke with ***** and was told lost check would be cancelled and another one issued and give it 14 days. I paid my outstanding balance within 5 days and over paid $59.92 which CHI Memorial will not refund. I am filing a complaint on CHI Memorial for not returning what is rightfully mine and past due. I should also be paid interest on money that was due in July.

  Customer Answer

  Date: 11/23/2023

  
  Complaint: ********
  
  I am rejecting this response because:  it has taken 4 mos since  I was originally told a refund took 30 days to complete. I have been told several times once a second check was issued it would be “overnited” to me. Now I am told a check was issued Nov 15, but to allow several days for it to reach me.  Overnite means tomorrow, not 10 or 15 days from now. This is Nov 23rd and I still don’t have my refund but I do have another statement from them that I owe  $67 by Dec 1st or pay late fees. They expect to be paid but my refund is not that important!  
  

  
  Sincerely,
  
  ***** *******

  Customer Answer

  Date: 11/27/2023

  I do not accept this response regarding my complaint.  I have been told several times the check was in the mail, but it never comes. If a check was issued Nov 15th, when was it mailed and how was it mailed?  I was told more than once a check would be overnited to me. This is now November 27th and I still don’t have my money. It doesn’t take 12 days for a piece of mail to get to Ooltewah, TN from Dallas TX.  
  
  I got another invoice from CHI Memorial stating I owed $67 by Dec 1st or pay late charges but I can’t get my refund due 5 months ago. 

  Customer Answer

  Date: 12/06/2023

  I received the refund check today. The issue is resolved. 

• Initial Complaint

  Date:11/01/2023

  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 went in for a diagnostic mammogram due to breast pain. I was asked if I wanted to do a 3D option and was given information stating that it would not be more than $70. I was told this would be if insurance didn’t cover the service or if they did cover but at a higher price than the $70. I had the imaging done in 3D for ONE side. My insurance did process the claim and the 3D imaging was well over the discussed price. I was lied to about the price and now I’m being harassed for the additional cost that I didn’t agree to. They said I have the option to dispute this with documentation. However, I have to provide the documentation myself. The issue lies in that the breast center in Ooltewah is now closed permanently. I can not get any of my imaging or copies of what forms I did sign. Legally they have to keep this information for 7 years but they don’t seem to have a clue as to where my documents and imaging are. I want copies of everything signed that day and imaging. I also want them to discount to the agreed upon amount and I will be happy to pay them.

• Initial Complaint

  Date:10/25/2023

  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 rear-ended about a year ago it was the girl's fault and her insurance paid me my neck was hurting so I went to the hospital to get X-rays I got all the bills in the insurance adjuster called me and I sent him the bills and this was over a three to four month period I didn't get any more bills in I sent him those I paid them and it's a year later and I'm still getting bills from these people the insurance claim has been closed and I don't know why I'm getting bills a year later that I hadn't gotten the first five to six months.

  Business Response

  Date: 11/21/2023

  Please see attached response. 

  This letter is being sent to you in response to the complaint you filed with the Better Business Bureau, Case
  #********.
  CHI Memorial Chattanooga is in receipt of your communication dated November 9, 2023, related to the
  balance your account. ******* ****** ********* is the Vendor Billing Department for CHI Memorial. We
  appreciate the opportunity to respond. We have thoroughly reviewed your account, and below are our
  findings:
  Our records indicate you received services on 11/7/2022. No insurance information was provided. Total
  charges for the services received were $7,408.00. An adjustment was applied to your account in the amount
  of $5,681.94. Patient payments in the amount of $1,400.00 have been received and applied. It appears that
  a payment in the amount of $326.06 was attempted, however per our records, payment was declined. Due
  to the declined payment, the amount of $326.06 remains due. We have attached an itemized statement and
  transaction history letter for your convenience.
  We hope we have addressed your concerns to your satisfaction. If you have any questions or concerns,
  please feel free to contact us at **************
  
  Please contact us at ***** ******** ** ***** *********************** for more information about
  financial assistance.
  

  Customer Answer

  Date: 11/26/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* *****

  I have already paid these people over $2000. The case for the girl has hit me as over. Her insurance has already paid and closed the case. And now i'm getting built nine to ten months later. I'm gonna go to *** **** **** and get the insurance ladies number so I can get a copy of all the checks I've already paid them. See you all contacted them and they said 300 something and now here's another one for 985 and I already paid 3 separate bills the 1st time around. I even ask CHI the final time I paid if that was the end before the insurance closed the case and they said it was finished.

  Customer Answer

  Date: 12/05/2023

  Here's one of the final bills I did pay look at the date12/23/22and that was a final notice I shouldn't be getting more bills 9-10 months later

  Business Response

  Date: 12/15/2023

  Please see attached response. 

  This letter is being sent to you in response to the complaint you filed with the Better Business Bureau
  (BBB), Case #********.
  
  CHI Memorial Chattanooga is in receipt of your rebuttal communications with the BBB. ******* ****** ********* is the Vendor Billing Department for CHI Memorial. We appreciate the opportunity to respond.
  We have thoroughly reviewed your account, and below are our findings:
  
  Our records indicate you received services on 11/7/2022. No insurance information was provided. Total
  charges for the services received were $7,408.00. An adjustment was applied to your account in the
  amount of $5,681.94. Patient payments in the amount of $1,400.00 have been received and applied. It
  appears that a payment in the amount of $326.06 was attempted, however per our records, payment was
  declined. Due to the declined payment, the amount of $326.06 remains due. We previously attached an
  itemized statement and transaction history letter for your convenience.
  
  In review of the attachments you recently uploaded, these bills are from ancillary providers, such as the
  clinician that provided services and the radiology company. It is standard practice in the medical industry
  for ancillary service providers (i.e. physicians, anesthesiologist, pathologist, ambulatory transport, etc.) to
  contract with the hospital to provide their services. Simultaneous with this contractual relationship is
  separate billing from these individual service providers. As such CHI Memorial Chattanooga is not
  responsible for the billing of these providers. Please contact their office directly, with any questions.
  
  If you have any questions or concerns, please feel free to contact us at *************. Please contact us at
  ***** ******** ** ***** *********************** for more information about financial assistance.