Business Profile

Health Care

Ballad Health

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Complaints

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

Customer Complaints Summary

50 total complaints in the last 3 years.
11 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:02/11/2025
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.
Had an emergency room appointment for my child and set up a payment plan with the billing department. Despite this, after a month passed, they did not charge my card on file. After calling and speaking with a representative, I was told they did not have a manager in this department to escalate the issue. Which sounds absolutely and ridiculously made up. Despite seeking a resolution with Ballad, they sent the account to collections despite good faith efforts made to keep the account current and poor business practices by refusing to honor and keep previously arranged payment agreements.
Business Response
Date: 02/12/2025
This concern has been investigated and is being worked on by Ballad Health to get it resolved to a favorable resolution as quickly as possible and I called the Patient and let her know the claim is being investigated. Ballad Health takes all complaints seriously and works directly with the patient to reach a satisfactory resolution that is within compliance of the Health Insurance Portability and Accountability Act and provider contracts. The patient may contact us at 423-431-1700 or 1-877-281-5665 and speak with a financial specialist if there are any further questions. The account is being investigated and Ballad Health is diligently working to ensure that the patient’s account is processed correctly. Ballad Health will continue to update the patient on the progress of his accounts review until the issue is we have reached the best possible resolution on this account.
Initial Complaint
Date:01/22/2025
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.
Well visit checkup in April 2024, my insurance pays 100% of these visits if billed correctly. I have called ballad billing every month since may 2024 everytime I receive a bill. My insurance company has contacted them to assist in billing correctly to fix matter four times. My wife and daughter have the same insurance and Dr and went on same day as me and no problem Bill paid in full, I have tried to get the representative at ballad to look into this to fix billing issue every month with no interest ever given from them either time I have asked for help. I asked to speak to supervisor last two times I have called with representative working around it both times to act like no one is available. I just want the bill for $120 to be fixed and paid by my insurance company it is not fair for me to have to pay this just because someone will not help fix it. Guarantor # 65938
Business Response
Date: 02/05/2025
This concern has been investigated and has been worked on by Ballad Health to get it
resolved to a favorable resolution as quickly as possible and I called the
Patient and let him know the claim has been fixed. Ballad Health takes
all complaints seriously and works directly with the patient to reach a
satisfactory resolution that is within compliance of the Health Insurance
Portability and Accountability Act and provider contracts. The patient may
contact us at 423-431-1700 or 1-877-281-5665 and speak with a financial
specialist if there are any further questions. The account is being
investigated and Ballad Health is diligently working to ensure that the
patient’s account is processed correctly. Ballad Health will continue to update
the patient on the progress of his accounts review until the issue is we have
reached the best possible resolution on this account.
Customer Answer
Date: 02/06/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 22841129, and find that this resolution is satisfactory to me.
Ballad called to inform me that the $120 balance has been written off and I told them that I can accept that as the resolution.

Sincerely,

***** *******
Initial Complaint
Date:12/20/2024
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 08/28/24 I went to my primary Dr for some pain in my side. She wanted to rule out ovary issues and scheduled an ultra sound on 08/29/24 at the Holston Valley Medical Center Account # 2205305573. Upon arrival to my appointment the registrar called me up to go over the EOB. She said my portion of the cost would be $645. I told her that was wrong and showed her my insurance app which quoted my cost being $230. She asked if someone called me prior from Holston Medical to discuss my portion, I said no. She said they should have. I told her I did not agree with the $645 out of pocket cost and would need to reschedule the appointment. She asked me to give her a minute at which point she walked away. She came back and said I was given permission to bill you for the $645 if you would like to keep your appointment, that will give you time to contact your insurance and have this amount adjusted. I agree to proceed. Several weeks go by and I get a bill in the amount of $1,965.00. I immediately called my insurance who put me on a 3 way call with Ballad. They said the $645 was a one time offer if paid in full at the time of service. This was never mentioned to me at the registrar or I would have cancelled the appointment. When explaining this to Ballad I was basically told "prove" she said you could pay later this amount. How am I supposed to prove a conversation. She was rude and hung up on both myself and my insurance company. United Health told me I needed to file a complaint and take this to court. This is my first attempt to resolve this and give Ballad an opportunity to make this right.
Business Response
Date: 12/20/2024
This concern has been investigated and is being worked on by Ballad Health to get it resolved to a favorable resolution as quickly as possible. We are sending the encounter for a review through the Pre-access department and placing the encounter on hold while it is being reviewed. We will reach back out to the patient when the review is complete with an update. Ballad Health takes all complaints seriously and works directly with the patient to reach a satisfactory resolution that is within compliance with the Health Insurance Portability and Accountability Act and provider contracts. The patient may contact us at 423-431-1700 or 1-877-281-5665 and speak with a financial specialist if there are any further questions. The account is being investigated and Ballad Health is diligently working to ensure that the patient’s account is processed correctly. Ballad Health will continue to update the patient on the progress of his accounts review until the issue is we have reached the best possible resolution on this account.
Customer Answer
Date: 01/30/2025

Complaint: 22711678

Complaint: 22711678

I am rejecting this response because Ballad Health offered a bill reduction of $1,000 if payment was made on the spot during the call on Friday January 17th, leaving me no time to contact my legal advisor. However, this still amounts to over $400 more than the original quoted amount of $600 on the day of service.
While I appreciate ********** efforts and acknowledge that this situation was not her decision, it feels unethical on behalf of Ballad Health to present one cost on the day of service and then demand a significantly higher amount afterward. This practice puts patients in an unfair and stressful position, and I respectfully request that Ballad Health escalate this to someone in a position to make a better offer.
Thank you for your understanding.

Sincerely,

***** ******

Sincerely,

***** ******
Business Response
Date: 02/26/2025
Thank you for taking the time to reach out to Ballad Health to explain your concerns. We appreciate your cooperation with our team. We have conducted a full investigation in accordance with our billing practices to resolve this matter fairly.
We appreciate your attention to this matter and have made efforts to communicate our resolution to you. However, we have encountered some challenges in connecting, having left three messages without a response. If you could please reach out to Customer Service at 888-288-5174, they will be happy to assist you further. Thank you for your understanding.
Ballad Health remains committed to providing quality care to its patients. We thank you for sharing your concerns with us, as this feedback provides us an opportunity to evaluate areas for continuous improvement.
Initial Complaint
Date:11/22/2024
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 use Ballad Health as a medical provider and the billing department is not billing my Workers Compensation claims to Travlers of Nashville. They are sending these bills to Medicare and CHAMPVA. These government agencies should not be paying bills that should be sent to Travelers of Nashville. I was hurt on the job in 1987 and have been going to this same Ballad Health clinic ever since the Takoma Medical sold out to Ballad Health. I have contacted them many many times and they say that they are billing my visits to Workers Compensation. I asked them why is Medicare and CHAMPVA sending me statements that they have paid on these visits. No one knows. I cannot get an answer from them as to why. I asked if they were getting paid from all these agencies plus Travlers of Nashville. They said no. I asked why are you saying you are billing this to Travlers but yet Medicare is paying on these bills. Something is very wrong here. I tell them each time I go there it is Workers Compensation. I only go to Dr ******* ****** for my injury. I go to other doctors for other health problems. I don’t like the Government being taken advantage of. I have contacted everyone several times but nothing gets changed.
Business Response
Date: 11/22/2024
This concern has been investigated and is being worked on by Ballad Health to get it resolved to a favorable resolution as quickly as possible and I left a voicemail with the Patient and will follow up with patient. Ballad Health takes all complaints seriously and works directly with the patient to reach a satisfactory resolution that is within compliance of the Health Insurance Portability and Accountability Act and provider contracts. The patient may contact us at 423-431-1700 or 1-877-281-5665 and speak with a financial specialist if there are any further questions. The account is being investigated and Ballad Health is diligently working to ensure that the patient’s account is processed correctly. Ballad Health will continue to update the patient on the progress of his accounts review until the issue is we have reached the best possible resolution on this account.
Initial Complaint
Date:10/13/2024
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.
I've been having problems with Ballad Health. Sometimes I contacted Ballad Health through their online submission service because I got tired to make a phone call. This time, actually, it started since July 2024. I received a letter from a collection company. It mentioned I owe to Ballad Health, $29.98, the service was provided on 4/17/2024. I called the collection company and explained that Ballad Health didn't file a CHAMPVA Supplement Insurance plan administered by ****** * ******** Since then I didn't hear anything until this week. * ****** ******* ****** * ******** There is any claim on the day. I'm really upset. Why do they keep harassing me?
Business Response
Date: 10/16/2024
This concern has been investigated and is being worked on by Ballad Health to get it resolved to a favorable resolution as quickly as possible and I left a voicemail with the Patient and will follow up with patient. Ballad Health takes all complaints seriously and works directly with the patient to reach a satisfactory resolution that is within compliance of the Health Insurance Portability and Accountability Act and provider contracts. The patient may contact us at 423-431-1700 or 1-877-281-5665 and speak with a financial specialist if there are any further questions. The account is being investigated and Ballad Health is diligently working to ensure that the patient’s account is processed correctly. Ballad Health will continue to update the patient on the progress of his accounts review until the issue is we have reached the best possible resolution on this account.
Customer Answer
Date: 10/28/2024
It was my bad. I mixed up the date of service.
Initial Complaint
Date:09/26/2024
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.
I received services at a Ballad Health Urgent Care facility in Piney Flats in January. I never received a bill for services rendered. Then 9 months later I get a call from a debt collector. After inquiring from the debt collector, it was determined that Ballad Health had used an old address - one that I have not used in 7 years. Despite the fact that I have utilized other Ballad facilities and received bills from their facilities, and have updated my address on multiple occasions, Ballad Health chose to send a bill for less than $200 to a debt collector! They never contacted me by phone or email, even though I have given all of this information on more than one occasion. Instead they went straight to a debt collector, treating me as though I am some sort of criminal. I paid the bill, but I am very concerned about how this will affect my credit even though I am not at fault.
Business Response
Date: 09/26/2024
This concern has been investigated and is being worked on by Ballad Health to get it resolved to a favorable resolution as quickly as possible and I called the Patient and let her know the claim is being investigated. Ballad Health takes all complaints seriously and works directly with the patient to reach a satisfactory resolution that is within compliance of the Health Insurance Portability and Accountability Act and provider contracts. The patient may contact us at 423-431-1700 or 1-877-281-5665 and speak with a financial specialist if there are any further questions. The account is being investigated and Ballad Health is diligently working to ensure that the patient’s account is processed correctly. Ballad Health will continue to update the patient on the progress of his accounts review until the issue is we have reached the best possible resolution on this account.
Customer Answer
Date: 09/26/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 22342782, and find that this resolution is satisfactory to me.

Sincerely,

******* ********
Initial Complaint
Date:08/02/2024
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 fell down some cement stairs and knocked myself out by hitting the cement block wall. Went in the ER and got imaging. Didn’t see a doctor for over 3 hours, after the NP stitched my head with 12 staples. He stayed in the room for less than 5 minutes and interrupted me while I was answering what had happened. They then charged me for a level 5 ER visit. If it was so dire as a level 5 then why didn’t take so long to see a doctor?
Business Response
Date: 08/02/2024
This concern has been investigated and is being worked on by Ballad Health to get it resolved to a favorable resolution as quickly as possible and I left a voicemail with the Patient and will follow up with patient. Ballad Health takes all complaints seriously and works directly with the patient to reach a satisfactory resolution that is within compliance of the Health Insurance Portability and Accountability Act and provider contracts. The patient may contact us at 423-431-1700 or 1-877-281-5665 and speak with a financial specialist if there are any further questions. The account is being investigated and Ballad Health is diligently working to ensure that the patient’s account is processed correctly. Ballad Health will continue to update the patient on the progress of his accounts review until the issue is we have reached the best possible resolution on this account.
Customer Answer
Date: 08/03/2024
I did receive a voicemail from ******* and called back. I left a message because I couldn’t be transferred directly to her extension for some reason.
Initial Complaint
Date:07/25/2024
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.
In February of 2024, I had a burst appendix which required emergency surgery at the Ballad Facility in Bristol, TN. Ballad has been extremely difficult to deal with from a billing perspective. They billed my insurance on numerous items. Some of those items were appealed and the appeals were successful, but Ballad continues to bill me as though the insurance company did not pay anything. I was also charged for things I never asked for such as a private room for several nights at $2000 per night. I would not have asked for that had I been asked. In addition, Ballad is billing me for items that the individual providers are also billing me for. So I am being double billed for many items. To make that worse, some of those items, after appeals to the insurance company have been paid and the individual providers who are billing me reflect the change. Many of the appealed items took place after February so Ballad doesn't reflect the changes. I have attempted to contact someone rational in their accounting department about all of this, but the only person I could reach had zero interest in resolving any of this. I am not paying a dime until their billing is corrected because that would be acknowledging a debt that isn't correct. Now, they've turned it over to a collection agency instead of simply talking with me about the problem and attempting to resolve it. I am left with no options but to seek legal representation in this matter. I believe that Ballad's billing practices are, at least inefficient and unfair, but probably also unethical and likely illegal.
Business Response
Date: 07/31/2024
Ballad Health is committed to addressing all complaints thoroughly and collaborates directly with patients to achieve satisfactory resolutions in accordance with the Health Insurance Portability and Accountability Act and our provider contracts. We have conducted an investigation into the concerns raised and have reached a resolution. We have communicated with the patient regarding this matter and have submitted the encounter for review. We will provide updates once the review process is complete. Additionally, Ballad Health will continue to monitor the patient's account to ensure proper processing. We are dedicated to keeping the patient informed about any developments in the account review.
Initial Complaint
Date:06/26/2024
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.
Medical care is over priced and the estimated was quoted to be $1,845.00. I paid $500.00 the day of surgery, expecting to pay the remainder of $1,325.00 over the next year. I was then charged a total of $3,125.89. This is almost double. I am on a payment plan and have paid a total of $1,534.00. HOWEVER, I STILL OWE $1,591.89. I have asked Ballad Health for help in reducing this medical bill and they will not reduce or explain the extra charges. I was told that the pregnancy test cost $67.00 (I am 54 years old and do not have a menstrual cycle).
Business Response
Date: 06/27/2024
Ballad Health takes all complaints seriously and works directly with the patient to reach a satisfactory resolution that is within compliance of the Health Insurance Portability and Accountability Act and provider contracts. The patient may contact us at 423-431-1700 or 1-877-281-5665 and speak with a financial specialist if there are any further questions. The account is being investigated and Ballad Health is diligently working to ensure that the patient’s account is processed correctly. This concern has been investigated and has been completed by Ballad Health and the patient has been provided the resoltion to their concern.
Customer Answer
Date: 06/27/2024

Complaint: 21900756

I am rejecting this response because:

Sincerely,

**** *****
Initial Complaint
Date:01/24/2024
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.
In 2020 ballad health turned a bill of mine (that I had no idea I owed because I had not received a statement) over to Wakefield and associates. When I found the item on my credit report I called Wakefield and associates and paid the bill in full. At this point I thought everything was taken care of and done. Now CBC is contacting me trying to collect for the same bill. I called Wakefield and spoke to Latasha on 1/23/24. She advised me the bill was paid on 1/29/23. I spoke with ballad and they advised me that Wakefield did not use the money I gave them to clear that debt, they never received the payment and that is why they sent it to a new collection company. They also advised me that it was my responsibility to contact Wakefield and get this resolved. I paid this 3 years ago and it is not my responsibility to make sure the company they hired paid them the money I paid since ballad would not let me pay them directly
Business Response
Date: 01/26/2024
This concern has been investigated and is being worked on by Ballad Health to get it resolved to a favorable resolution as quickly as possible and attempts have been made to reach the patient to further explain. Ballad Health takes all complaints seriously and works directly with the patient to reach a satisfactory resolution that is within compliance of the Health Insurance Portability and Accountability Act and provider contracts. The patient may contact us at 423-431-1700 or 1-877-281-5665 and speak with a financial specialist if there are any further questions. The account is being investigated and Ballad Health is diligently working to ensure that the patient’s account is processed correctly. Ballad Health will continue to update the patient on the progress of his accounts review until the issue is we have reached the best possible resolution on this account.

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Ballad Health is NOT a BBB Accredited Business.