Complaints

• Initial Complaint

  05/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had surgery at Memorial Regional 12/28/24 and incurred bills from that. Then I got sick 3/17/24 and went to Memorial Regional's ER. Both bills were combined at that time. I tried calling their billing office many, many times as well as sent emails and messages trying to set up a monthly payment agreement, but could never get a response. I have sent in payments that I could afford during this time but Bon Secours has sent my bill to a collections agency without ever talking to me once about it. "collection agency AMCOL directly at ************. For any further query you may please contact us at ************, Monday through Friday from 8:00 am to 5:00 pm." The complaint that I want to register is that it is impossible to reach anyone at Bon Secours about setting up a payment plan. I don't want a collection agency on my credit rating and I am very angry about the entire situation. Payments I've made: 12/28/23 - $100.00, 1/18/24 - $40.00, 2/20/24 - $50.00, 3/8/24 - $100.00, 4/18/24 - $75.00. None of these payments are showing on the statement that they send me.

  Business response

  05/10/2024

  Hello, 

  We have attempted to reach out to the patient numerous times without success. We ask the BBB to inform the patient to contact our office @ ************.  

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

  Operations Support Analyst 

  Customer response

  05/10/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  A woman by the name of ******* has tried to call me several times this week and I have returned her call every time. Each time she called I was not able to speak on the phone at that exact time. I call her back each time at **********************.

  She never returned my call on the same day that I left a message.

  I have called the number given by Bon Secours to the BBB and again, no one ever picks up. I just sit on hold for 20 minutes.

  I did receive the following message through My Chart: 

  e from Ramnath G, sent May 7 at 11:18 PM
  Ramnath GMay 7, 11:18 PM
  Hello,
  
  Thanks for writing MyChart, So sorry that we are replying you late, We have reviewed your account properly and found that, we have created a payment plan on your account fo r$***** per month on visits 12/28/2024 and 03/17/2024 your due date will June 2021 and total balance outstanding is $391.22.
  
  Thank you,
  Cutomer Service.

  I accept that as an agreement to pay $75.00/month to Bon Secours until my debt is paid off.

  
  Regards,
  
  ***********************************
  
  
  
  

  
  

• Initial Complaint

  11/16/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I received care at Bon Secours Memorial Regional Medical Center ER on 5/11/23. On 6/2/23 on the portal it said I owed $176.13. I paid it on 6/2/23. On 6/7/23 I received an *** from Anthem showing they paid the $176.13. I called billing for BSMRMC. They requested the *** to be faxed to them. I did this on 6/9/23. I was told I would get my refund in 14 days. No refund. Then they said ***** days. No refund. Then I was told they put an escalation on my refund so give it 2 more weeks. No refund. On 9/12/23 I talked to an advocacy specialist. She said check was being mailed . No refund. I talked to her again on 9/26/23. She said my refund was mailed on 9/25/23. Give it 2 weeks. No refund. On 10/16//23 I called again. They said, no, the refund check is being mailed on 10/28/23. Give it 2 weeks. Today is 11/16/23. No refund. I called BSMRMC billing again today. The advocacy specialist no longer answers my calls or calls me back. An agent in the regular billing department hung up on me. I called back and spoke to another agent. She told me there is no evidence my refund has been mailed. She said there is no check number for her to even be able to trace. She said they have sent a message to the refund department and to call back Monday. I have filed a grievance against BSMRMC with Anthem twice. I received a letter from Anthem on 9/28/23 that they had spoken to the BSMRMC billing office and that they were told my check was mailed on 9/21/23. Between calling Anthem and the ****************** of BSMRMC I have made 18 inquiries regarding my refund plus faxed the needed info. I have a record of dates and agents spoken to. I am being given the run around. If I owed them this money I would be in collections by now.

  Business response

  11/30/2023

  We have completed a review of your account ending in **** for date of service 05/11/2023.  Our investigation revealed that your refund was approved on 11/17/22. Check number ****** in the amount of $176.13 was issued and mailed to your address. 

  Customer response

  11/30/2023

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: ************************************************************.

  I received the check for $176.13 on 11/28/23. The check was written one day after this complaint was filed  I feel that the only reason the check was written was because of this complaint but I wanted my refund which I obtained so this complaint is resolved 

  Regards,
  
  ***************************
  
  
  

  
  

• Initial Complaint

  08/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband had a routine physical with **************************** of Bon Secours in June 2023. ************** insisted on having a follow-up visit to review his lab work, which was scheduled for June 15, 2023. At his appointment time, my husband called in to the virtual visit and was then put on hold for two hours. When ************** did finally join the call, she told him everything looked good and she'd see him next year. The actual conversation with ************** took less than five minutes, and gave no information of substance. My husband had already been able to review his labs through the patient portal and only accepted the follow-up visit because ************** indicated it was necessary. We subsequently received a bill for this visit in the amount of $106.38. We do not understand why ************** and Bon Secours think it's OK to charge this amount - or anything, really - for this visit. It was completely unnecessary, unproductive and seems to be a shamless money grab from the practice. The amount billed to our insurance was a total of $638. Our responsiblity was determined to be $106.38 - for a five-minute phone call, after the doctor was two hours late to the appointment. It's unacceptable that Bon Secours conducts business this way. We have called multiple times to try to have this rectified and were told the charges were resubmitted, but a "coding review" determined we were accurately billed. ************** did the same thing at his 2022 annual visit and my husband expressed his frustration with the unnecessary visit at that time, too. This practice of ************** and Bon Secours to insist on superfluous follow-up visits seems unethical and, as previously stated, a shameless money grab. We would appreciate any review from the BBB into this practice and our specific circumstances. The account number is ************ and the guarantor number is *********. Patient name is *************************. The $106.38 has not yet been paid, but we've been billed.

  Business response

  09/12/2023

  Morning,

  We are currently still working on obtaining the information to be able to validate and prepare an appropriate response to the patients concerns.

  We would like to ask for an extension as we obtain this information for a proper and accurate response.

  Thank You,

  ************** 

  Customer response

  09/12/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action does not resolve my complaint. The business has requested more time to review. I am OK with that, provided they do reply within an appropriate time. Please keep my issue open until the business replies. 
  
  Regards,
  
  *************************
  
  
  
  
  

  Business response

  09/13/2023

  Good Morning,

  We have completed a review of your account ending in **** for date of *********/15/2023.  Our Revenue Integrity team determined that the type of visit billed was valid and appropriate based on the physician orders. Our records show that you spoke with our **************** Team and this information was confirmed. Your account was paid in full on 9/8/23. 

  Thank You,

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

• Initial Complaint

  03/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I visited a Bon Secours outpatient facility on November 16,2021. The day prior to my visit, I received a call from Bon Secours and was provided an estimate of $1,958 for the treatment. This was close to the charge of $1,619.37 for the same treatment I received the previous year (November 13, 2020). After the 2021 visit, EOB from the insurance company showed a charge of $4,935,51, with an allowable charge of $141.45 and my responsibility was $28.29, which I paid. I assumed an error had been made on the charge to insurance, since it was so much higher than the estimate. A year later (December 23, 2022), I received another EOB from the insurance company again showing the charge of $4,935.51, this time showing an allowable charge of $3,642.41 with my responsibility now $728.48. I received an invoice from Bon Secours for $627.07 (includes adjustments for amounts paid the previous year). I contacted Bon Secours on January 9, 2023 to ask why the charge was so much higher than the estimate, the identical 2020 treatment, and the Health Bluebook fair estimate of $1,050.00. I was told the issue would be forwarded to a higher level staff and the response would take about a month. I called again on January 31, 2023 and no determination had been made. I called again on February 21, 2023 and received instructions to file a written dispute via email which I did the following day with the expectation that I would hear something within 2 weeks. On March 3, 2023, I received a late notice and called again to ask why the bill was not put on hold, since I had filed a dispute. I asked to speak to a supervisor and was told I would be contacted within 48 hours. Again, no one has contacted me. One of the Bons Secours Patient Rights is "Provide the patient with timely and accurate answers to questions concerning hospital charges..." . It has been two months since my first contact and I have had no response from Bon Secours. The account number is *********.

  Business response

  03/22/2023

  Good Afternoon,

  We have completed a review of your account ending in **** for date of service 11/16/2021.  Our investigation revealed that your insurance company originally made payment on your account on 11/26/2021,leaving you with an out-of-pocket responsibility of $28.29 that you paid the following December. Your insurance company, within their rights to do so, then retracted that payment and reprocessed the claim on 12/29/2022. This left you with a higher out-of-pocket responsibility, which is the balance you are being billed for currently. Our records show on 3/16/2023, one of our representatives reached out to discuss cost details and sent you an itemized bill.  

  ************** 

  Customer response

  03/28/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The response does not explain why the charge was so much higher than the estimate.  Also, I still have not received the referenced itemized bill that I requested on 3/16/23 when I spoke with customer service agent. 

  
  Regards,
  
  *************************
  
  
  
  

  
  

• Initial Complaint

  02/09/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I am filing a complaint due to a billing error on the companys behalf that I have been unable to get resolved. I immediately knew that it was an error when I received a bill due to the fact that I have two insurances so therefore Ive never been left with a bill to pay. When I contacted the company I was told that there was an error with the billing codes when the claim was submitted and that they had to fix the error and I was also told to contact my insurance company which I did and they confirmed what the rep had told me. They stated that Bon Secours would need to fix the billing codes and resubmit the claim. I then called back to Bon Secours to let them know I had spoken with the insurance company and what they had said. I then gave it some time and the issue was never resolved. I received another bill. I called again and spoke with a rep, whom once again told me it would be resolved. It was never resolved. I called a third time and requested to speak to a supervisor, the rep told me the account had a zero balance and that she would send me a statement stating that. I never received that statement and here I am today receiving another bill. I just keep getting the run around. I have been dealing with this since last year. There is no reason this should not have been resolved by now. Everyone reads the notes every time I call and they all agreed that I should not have a bill so I really dont know why its so hard to fix the issue. I am just beyond appalled this should never happen to patients.

  Business response

  02/13/2023

  Our investigation revealed that your primary insurance payer had paid, and the appropriate contractual adjustment was applied. Your secondary payer had also paid but the contractual adjustment for some reason was not applied at the time the remit was posted.  After verification with the leadership, the adjustment was appropriately applied and zerod out the balance on the account.  Therefore you have no monetary responsibility for this account.  An itemized bill has also been generated to show the payments and the adjustments and to show you now have a zero balance.  

  Customer response

  02/14/2023

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: ************************************************************.
  
  Regards,
  
  *****************************
  
  
  
  

• Initial Complaint

  02/01/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Service date 7/18/2022 - account number ***********. Balance on total bill was close to $3000.00. I paid $1200.00 which was posted correctly, I then paid $1830.00 on 9/26/22 which was cashed and I also provided the copy of front/back of canceled check. They are stating that I still owe $1663.50 on the account. I ask registration when I go in and they say there is no balance on the account, I have called 4 times with no supervisor return call. **************** can't tell where the check is and can't explain details about the balance. I was told that a new system had been put in place which had issues.

  Business response

  02/08/2023

  Good Morning, Thank you for bringing this to our attention.  I have reviewed the complaint and have reached out to specific leadership to bring this to there attention and have requested that they expedite this investigation in hopes we can get a resolution quickly.  I will send  and update once I hear back from that team.  ************** 

  Business response

  02/21/2023

  After our investigation, we were able to locate the payment of $1830.00 you had made on 9/26/2022.  After working with the Cash Posting and **************** Team, the payment was posted onto your account and your balance is now zero.  Weve also been made aware that one of our Supervisors from **************** did speak to you on 2/20/23 to confirm these transactions so that you would be aware of the results of our findings.  

• Initial Complaint

  01/23/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Account number: *********** paid $50 cash ************* at MRM REGISTRATION on 11/21/22, but my insurance covered that service in full, so there should have been a refund to me of approximately $44. Instead, I'm being billed $110.93. When I reached out to their billing department (12/07/22) regarding this, I was told (12/27/22), "We have received your payment of $50 on account ***********. Currently your account is pending with the insurance. Once your insurance has processed the claim we will update your account accordingly. If you still need assistance, please call **************** at **************". As you can see from the attached photos, my insurance has clearly made their payment(s). I have sent 2 messages (1/07/23 and 1/15/23) to their billing department since the payments show received/posted by them, and they've yet to respond or send me a revised bill.

  Business response

  01/24/2023

  Good morning - Thank you for this information.  I have reviewed the case and have reached out to other teams for some verification on the account number in question but would like to clarify something that *** be a bit confusing in the meantime.
  

  The account number ********* is actually your one-time Guarantor Number thats assigned to all patients that visit our facilities and each visit is logged under this Guarantor Number and is also assigned an account number for those specific visits
  

  The account number *********** you reference is for your service date of 11/21/22.  We did receive payment of $50 and it was posted on 11/21/22 when you checked in. You state you have received information that your insurance company has paid, however we have not received that information as of yet.  We did get a denial for this date of service but at the request of your insurance company, we did provide information they claim they didnt have, and we rebilled/appealed this claim on or around 12/1/2022 and have not received a response back yet from your insurance on that appeal. (This is what I have reached out to the other teams for as to try and obtain any possible update). 
  

  The bill youre receiving for $110.93 is actually for your service date of 11/30/2022, account number ***********.  Your insurance was billed for that claim, and they did pay their portion and left you the $110.93 as your responsibility.  This balance does show up as due by you under that Guarantor number ********* as any open balance would where that guarantor is responsible for paying.
  

  So again, right now,were still waiting on a response from your insurance carrier on account *********** and your current balance you owe on account *********** for service date 11/30/22 is the $110.93.
  

  Sorry for any confusion and we hope to be able to provide an update on the appeal as soon as we hear back from your insurance carrier.  

  Customer response

  01/24/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  We both can agree that I paid $50 on 11/22. I have attached the *** from my insurance showing that for that visit, I owed $5.34. That should have left a credit/refund of $44.66. Since you didn't credit/refund me, one would assume you applied it to the $110.93 for the 11/30 visit. Which you are currently trying to bill me for. The *** I've attached for that visit (11/30) doesn't include any payment that I've made nor does the *** for 11/22. Where did you apply that payment? 
  
  Regards,
  
  ***********************
  
  
  
  
  

  Business response

  02/24/2023

  Good Friday Afternoon,

   

  Im writing in response to a BBB complaint received in our office.  I went in to respond in the portal but it stated that the case was closed due to no response.  Unfortunately, this case, we had to depend on the processing and response time of the patients insurance company that denied his claim and required us to appeal it.

   

  We did appeal it a couple weeks ago and did finally get the payment due on the account.  So I would like to send our response to the complaint and I will do it by attaching a letter weve drafted to the patient with the findings and the resolution from our investigation. 

   

  If you could review the response, relay this information to the patient and let us know what the final outcome is, I would greatly appreciate it.  Please respond by this email or a message back through the BBB portal to myself. 

   

  Thanks,

   

  *********************, CRCR Operations Support Analyst C: ************ | F: ************

• Initial Complaint

  01/23/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I received a Credit Alert on my account and found out that BonSours sent one of my accounts to collections. The amount was for MRI related charge from 9/22/21. The BonSours My Chart required me to make a Co-Payment of $400.00 which I made on 9/18/2021. Several months later I would start getting bills related to the **** I attempted to explain to BonSours (see message on 11/14/21) that the money was sitting on my account on the Physicians side. After a few more months, I was alerted by my ************************* that my credit score went from 840 to 690 do to a collection item from BonSours sent for collection to a company called ***********************. I have in good faith tried on numerous times to resolve this issue with ******** billing department. I contacted ****** at Bonsours billing and request a supervisor call back. She did note the accounts shows I called in on May 2nd, 2022 requesting a balance offset and credit reporting correction. She also stated that on 1/19/2023 the account states it is being escalated to leadership for credit. I am respectfully asking my credit report be cleaned, the account be removed from collections and ******** work with me directly to resolve the issue. I pay my bills, and had excellent credit in the past. It appears the MyChart Portal does not allocate CO Payments correctly. I in good faith with take care of whatever balance there may be after the Credit Balance is received from the physician side.

  Business response

  02/08/2023

  Good Morning....I believe after reviewing the account there is a resolution but I'm confirming that with the leadership of that team and will have a answer, should be today.  ************** 

  Business response

  02/09/2023

  Our investigation revealed they were able to locate your missing payment.  Once located, they made all the necessary postings and adjustments to satisfy the accounts brought up in your complaint.  We also contacted the collection agency and was able to pull your account back from collections.  They agency stated they have corrected your credit report and will also be sending you a letter.  I was also informed that you spoke to one of our leaders who broke down all the details with you and provided information to assist you in what resources you can use to make your payments in the future.    

  Customer response

  02/09/2023

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I have checked my credit report and confirmed the necessary corrections have been made and my credit score restored. 

  I respectfully ask the BBB to delete any HIPPA attached to the Compliant ********.

  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: ************************************************************.

  The BBB process was a pivotal resource to getting my personal data, and credit restored and I am gratefully appreciated to the services of BBB.  

  
  Regards,
  
  *********************************
  
  
  

  
  

• Initial Complaint

  01/16/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I visited Bon Secours Memorial Regional Medical Center on August 24, 2022. Upon checking in I paid a co-pay of $333.96 via HSA card. On September 3 I got a bill for $1,451.40. When I called to inquire about it, I was told theyd made an error and listed me as self-paid so my insurance wasnt billed. I provided my insurance information again (as I had already when I checked in). On October 19 I received another bill for the amount of $333.96. The same amount I had already paid. I again contacted customer service (CS) and was told they had no record of that payment. I was given an email to send proof of payment, which I did that same day, October 19. On October 28 I called CS again and it was confirmed they had received my proof of ************ was posted on October 24. I was told it would be up to 30 days for their system to process the payment and the balance due to be cleared from MyChart (patient portal). On November 28 I called again and the rep. said it was 30 business days & asked that I give it another week. I waited the full 30 business days, plus a few, before calling again on December 14. During that call, I requested my case be escalated. The rep. I spoke with confirmed it was escalated & said **** business days. I called on January 10 for a status update, as my patient portal still shows a balance due. The rep. said she would escalate again & I would receive a supervisor callback. No one has called & the $333.96 still shows on my patient portal. I paid the balance in-full on August 24, before services were even received. It is now nearly 5 months later. I have spent hours on hold & getting the run-around. CS claims their system is slow, but its unacceptable that a balance still shows on my account because of the incompetence and/or negligence of Bon Secours billing & customer service departments. Again, this is after they also neglected to bill my insurance in the first place. My Bon Secours account # is ***********

  Business response

  01/19/2023

  Our investigation revealed that the payment of $333.96 had been received in our system but was in fact not posted to your account.  After locating the payment and reaching out to our leadership in that area, your payment was retrieved and posted to your account on 01/18/2023 and brought your account balance to zero.    

  Customer response

  01/20/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined I am displeased. Bon Secours screwed up twice - once by neglecting to bill my insurance and then by not posting the payment to my account. I have spent months trying to get this resolved only for them to respond with an oops, yeah you did pay we just didnt post it. Id like to be refunded the amount paid as a show of good will from the hospital and as compensation for the time and energy Ive put toward resolving their mistakes.
  

   
  Regards,
  
  *************************
  
  
  
  

  
  

• Initial Complaint

  01/04/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Over the last 90 days I have spoken with several customer service reps, 2 of them very understanding and advise me the request of my "paper Itemized Bill" was being fulfilled as we spoke. I shared with all of them I do not know how to use My Chart and I request no emails due to the small print. To date, I have not received statements on account numbers *********** and ***********. I've made very small payments to avoid accounts from going to the collection agencies. Last bills received mentions accounts going to collections. My attempt to pay one of the bills on their site 12/30/22 would not allow me to make a payment indicating my DOB did not match the account number which is clearly an error on the behalf of the company, therefore, I was able to only make one payment. Other payments were made through bill pay with my bank. Receiving the paper statements would allow me to reach out to the insurance company because my nutritionist stated my insurance would take care 100 percent of the billing and I made all my co-payments on the dates physical therapy was received. Thank you in advance.

  Business response

  01/09/2023

  Thank you for bringing this to our attention.  We will look into the concerns listed and someone from our team will reach out to the patient to discuss these with him and try come to a resolution or an understanding of where thing stand.

*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. ↩