Business Profile

Clinic

Emory Healthcare SBO Billing.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Clinic.

Complaints

This profile includes complaints for Emory Healthcare SBO Billing.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

70 total complaints in the last 3 years.
28 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:08/16/2024
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.
* A hospital sent an order to Emory Hospital to have a procedure performed for me. Under their program all bills are to be paid by the * A hospital. I had a remaining bill before the procedure of $31.78 that I paid but the billing department continues to send me a bill with this amount showing owed. I have called the billing department and explained and provided information to show that I made payment for this amount but it continues to show on this bill. Also, there is an amount of $96.11 showing from the * A procedure that is the responsibility of the * A but, it cotinues to show on this bill month after month. I am receiving text messages almost daily from Emory billing department, paper bills monthly, and phone call messages about this continued harrasment over this bill. Optum, the company, handling the bill payment for the * A has sent me a notice telling me not to make any payments to Emory for the procedure. I am getting calls and notices from collection services attempting to collect a debt for Emory and I would like for all this to stop. Please help with this billing issue.
Business Response
Date: 11/07/2024
Hello Mr. ***************** behalf of Emory, I would like to apologize for the late response. I am truly sorry to hear about the issues you are having with the billing department. I have adjusted off the balances of $31.78 and $96.11. Please contact the billing office at ************ if you have any other concerns or questions. Thank you for choosing Emory.

Customer Answer
Date: 11/08/2024

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:06/17/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My wife went in for a fibroid removal on which we May 30, 2024.During the surgery the doctor put a huge hole in my wife bladder.They claim it was a mistake.This led to a series of infections.Shes been wearing a catheter every since which also has cause several infections.We never saw the fibroid they claim to have remove.We sign papers to see this and never saw it.When we ask they act very condescending about the entire situation.Even about how they put this huge hole in my wife bladder.They claim to have remove her crevic,******* and uterus tubes.My wife still has the catheter,an abscess thats huge thats sitting on the bladder.a UTI, fluid traveling through her vaginal canal instead of the urethra.And this hospital is saying guy name *** They only have 1 urology so she needs a new catheter and can go home,they told us to schedule an appointment for next month July to have it remove.This is what this doctor says to my wife while I wasnt at the hospital because I was headed into the states from work.This guy shouldve never been call a doctor.To tell someone with these issues that this is not life threatening and people are dying is mind blowing.How dare u compare an issue you all cause to someone else situation when she has these kinda infections! *************************** is one of the doctors that perform the surgery that cause this entire issue.*** dont know his last name was the so call doctor that tried blowing this issue off.
Business Response
Date: 11/08/2024
Hello Mr. ***** ******
Just reaching out to see if you were able to get the help and answers you needed on your wife behalf. Have you spoken to someone in the Patient Advocate department?
Initial Complaint
Date:05/10/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Very simple request. I need my description of charges verbiage changed. My supplemental insurance wont file my claim without correct billing information. I submitted my bill to a "REVIEW TEAM" which can take a 30 to 45 day time period for an answer! This is unacceptable as it would take too long for my supplemental insurance deadline fillings. The worst part is the phone looping runaround I have experienced. I have the description of hospital visit printed from my mychart. The *** clearly states in several places the word "ADMITTED" to hospital care. My bill displays the abbreviation for "OBSERVATION" in regards to my hospital stay. I need this changed to reflect the truth and what I consented to the doctors; which was admittance to a hospital stay. I want the corrections made and posted to my mychart acct OR emailed to me. I need this completed ASAP to submit my claim in time. Thank you.
Business Response
Date: 05/10/2024
Hi ******************,
We have received your complaint and your account is under review. Your account was submitted to have verbiage review for ADMITTED vs. OBSERVATION. Once the audit has been completed, someone from the customer service billing department will contact you.

Customer Answer
Date: 05/11/2024

Complaint: 21693150

I am rejecting this response because: This doesn't need a REVIEW it needs immediate correcting. I have attached proof in writing of ADMITTANCE to the hospital. Please fix this issue immediately.

Sincerely,

*****************************
Business Response
Date: 05/13/2024
Thank you for providing this information. It has been sent to the department that can assist in reviewing your account for correction. Someone from the department will be in contact with you.
Customer Answer
Date: 05/13/2024

Complaint: 21693150

I am rejecting this response because:
No specific time of resolution was given. Immediately is expected.
Sincerely,

*****************************
Initial Complaint
Date:04/27/2024
Type:Sales and Advertising 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.
Prior to scheduled surgery in October 2023, and again, November 2023, I reached out to Emory to establish payment arrangements. I was literally "dressed down" on the phone by the representative I spoke with. I was advised there was no way to make payment arrangements, since the surgeries had not been performed. Fast-forward to December 2023, when all claims had been paid by Anthem, so I established a monthly payment plan of $150.17; the first payment was debited from my checking account December 5, 2023, and continued without interruption, the 5th of each month. April 19, 2024, I received an email that my payment plan had been cancelled. I called and spoke with an account representative who was unable to tell me why my payment plan was cancelled. He reestablished my monthly payment plan, and I thought the issue was resolved. I just received 3-separate notices from a collection agency stating Emory has asked them to collect the balance owed. Please explain to me why you've turned my account over to collections, when there has been no interruption in the monthly debit from my checking account.
Business Response
Date: 04/30/2024
We are pleased that you have chosen Emory Healthcare as the provider of your health care services. We pride ourselves on providing excellent medical care and customer service. Please accept our apology for any dissatisfaction. We have released your account from collections as it was placed in error due to a representative terminating the plan per notes she was working on it based off an insurance follow up. I have reached out to that representative to advise not to terminate the entire plan if an account needs to be worked. For the inconvenience we have adjusted your balance by 35% and have placed your account back on a payment plan. There is one account that was sent back for insurance follow up and once it is processed it will be added back to the payment plan. If you have any additional questions or concerns please reach out to customer service at ************.
Customer Answer
Date: 04/30/2024

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:04/23/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On April 22, 2024 I had a annual appointment at 1pm with **************************** to see NP *************************. I have hypertension. On that day it was 220/100. I told the front desk that. They gave me a blank look. I ask if I was being seen to bring it down. They said no. The Doctor or NP wasn't called. I left and drove myself to Emory Hillandale Hospital for treatment. I could had a major STROKE or HEART ATTACK. Let me say this, that this is my 3rd visit to this clinic with these people. They are rude, unprofessional, uncaring, incompetents' and I believe unqualified. It seems they just peddling Drugs and not truly caring for the Seniors. They want our ******** payments without any sincere and genuine Medical treatment or services.
Business Response
Date: 11/08/2024
Hello Mr. **** *****,
Just wanted to follow up with you to see if you were able to voice your concerns with our Patient Advocate department.

Customer Answer
Date: 11/08/2024

Complaint: 21615737
I am rejecting this response because: Although I have contacted Client support at the Hospital and have not received not even a phone call back. All I am getting is a run around between Hillandale Hospital and Emory. Classic cover up by uncompassionate human beings.

Sincerely,

**** *****
Business Response
Date: 11/11/2024
This complaint is not a billing complaint. This was sent over to the Patient Relations team to review and here's the response back from that team.

Pt arrived to ********** for appt but decided on his own to go to ** to receive IV and meds- Staff tried to get him to stay at the office to receive care there , but pt refused.

Pt was in ********** only 5-6 minutes before he decided to leave. Staff were very concerned for his health and wanted the ***** to see him but he left the office after only 5-6 minutes there. The staff encouraged him to stay and wanted to triage him- He refused and left the *** office and went to the **.
Initial Complaint
Date:03/29/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was originally charged 3 times for the same test, and at first Emory was denying that even though it was listed 3 times on the summary.. finally, they zeroed out my bill to supposedly straighten it out which took a couple months, however, while I had no access and only a zero showing, my bill was passed to collections.. I called and explained they had my bill zeroed out and they said they would take care of it. Then my bill finally reappears, still showing it's in collections, and now it's somehow larger than the original bill, but with the repeat charges now removed. I have been emailing them for 2 months for a full explanation on the bill without response. They also should have never placed me into collections until this was settled. I made a couple of partial payments to avoid that in the first place but they obviously don't care. To make all of this even worse, I went there to the ** in the first place due to severe chest pains and after over 8 hours I was never seen by a doctor and ended up leaving. They took blood and did a test, but not once did anyone talk to and I have yet to know what was wrong with me to this day. They still charge me though for services not finished of course. I asked for detailed bill explanation to justify my charges, but they ignore me.
Business Response
Date: 11/07/2024
Hello *** *********,
On behalf of Emory, I apologize for the late response. We do value your concerns and truly wish your experience was better with the billing department. I do show your account balance is zero. Please let us know if you still have concerns. Thank you for choosing Emory.

Customer Answer
Date: 11/12/2024

Complaint: 21503056

I am rejecting this response because:
The only reason the account balance is zero is because I gave up and didn't want to hurt my credit. You need to review the emails and you'll see I never received proper explanation of charges, nor did I ever receive proper treatment.

Sincerely,

****** *********
Business Response
Date: 11/12/2024
I am sorry to hear this. I will have someone from the Patient Advocate team to reach out to you. Also, a detail statement has been sent to you through MyChart.
Initial Complaint
Date:01/17/2024
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 was scheduled for reconstructive breast surgery on July 25, 2023 at the Emory ***************** Prior to surgery I was called, texted, and sent a estimate and told this payment is due prior to services being rendered. I paid the $3105.02 estimate in full. By August all bills had been processed by my insurance company Anthem, per the statements from Anthem's processing my responsible payment was $523.65. The amount was decreased per Anthem because Emory did not obtain the necessary preapproval. "The doctor and facility are responsible for these amounts." I have been in contact with Emory since September requesting they send me a refund and if they are able to change the opinion of Anthem, rebill me. I have called them numerous times and only ever able to speak with a lower level billing associate. I also reached out to the patient advocate, *****************************, and only once I stated I would be pursuing small claims court did she respond. Her last response is now Emory is pursuing "medical necessity" with Anthem. Again they have sat on my money no interest or anything for 6 months. I want overpayment refunded and bill me if allowed.
Business Response
Date: 01/18/2024
We are pleased that you have chosen Emory Healthcare as the provider of your health care services. We pride ourselves on providing ********************** and customer service. Please accept our apology for any dissatisfaction. We have forwarded your complaint over to ***** for their review and she will be in contact with you. Thank you for allowing us the opportunity to investigate your concern we will be looking into the details.
Initial Complaint
Date:01/08/2024
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.
Back on 11/28/2023 I applied for Financial Assistance for Surgery I had on 10/27/2023 and the ridiculous amount charged was outragerous. I'm barely making ends meet and these clowns are asking me to pay and additional $783.24 which makes no sense at all. Today, 1/5/24 I called to get an update since I haven't been contacted and it has been well over 30 days. I was told that a Charity **** had been open and that they were waiting on information from me. What information am I supposee to magically know what infomation is need. Will this information needed fall out the sky it makes no sense how these ppl operate....SMH...Ridiculous at this point they are worse than ****************************.
Business Response
Date: 01/08/2024
Thank you for choosing Emory. Per notes on your account, you spoke a rep by the name of ******, who emailed you on 12-2-23 the documents you would need to send in. Per note, she stayed on the phone with you and you advised her you did received the email with the information you are needing to submit. To complete your application please send over the following documents:
Last 3 months of banking statements
Tax return or non-filing tax form,
1 month of pay stubs
SSI award letter if receiving benefits
Wage inquiry form from unemployment office if unemployed.

This information should be faxed to the charity care fax @ ************ or emailed to ******************************************************************************.
You can also find the application online at ********************************************************************************************.

Customer Answer
Date: 01/08/2024

Complaint: 21103635

I am rejecting this response because:
I sent the requested information when I applied. Im not going to keeping wasting ink as if you clowns pay for my ink this was sent when I applied. Please locate the check stubs and stop playing games. You are too old for these games act like a business and stop playing games. Im not in the mood

Sincerely,

*****************************
Business Response
Date: 01/08/2024
We do not have any financial documents on file for you. Your application has been closed until the all of the requested financial documents are sent in. Thank you for choosing Emory.
Customer Answer
Date: 01/08/2024

Complaint: 21103635

I am rejecting this response because:
Do not contact me again for payment because I have my check stubs and paperwork I sent as requested to do so.
I dont send banking information to anyone this was just requested thats how my BOA account got closed they couldnt find out who committed fraud on my account so H*** NO bank account information is a negative not happening. I sent my check stubs no one will get the chance to s**** up another bank account for me.
Sincerely,

*****************************
Initial Complaint
Date:12/28/2023
Type:Customer Service 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 to the emergency department and received a bill. I payed the bill and have not received an itemized statement. I have been working to try to get this statement for 6 months.
Business Response
Date: 11/07/2024
Hi Ms. ***************** behalf of Emory, I would like to apologize for the late response. Did you ever receive your itemized statement? If not, please advise me the timeframe you need one for.
Initial Complaint
Date:12/27/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On August 1st 2023 I was an inpatient in the *** unit of Emory University Hospital midtown! I had been there for several days when on the afternoon of August 1st alarms and bells were going off and nurses were running around back and forth in absolute chaos! A few minutes later my nurse came into my room pushing a desk chair asking me if I could get myself into the chair I said yes and proceeded to do so she reached over and handed me my messenger bag in my cell phone when I asked what about the rest of my belongings her response was that there was a fire and we were being evacuated that no one would be in the building and my belongings would be fine! I was then pushed out to the side of linden avenue where we sat for 45 minutes to an hour before being wheeled across the street to the lobby of the windship building where I sat until almost 1:00 am while they figured out what they were going to do with us and finally found a room for me! Once I was in my new room my nurse proceeded to go back to my old room in the *** to retrieve the rest of my belongings about 10 minutes later she returned to inform me that the room had been completely cleaned and all of my belongings were gone! I asked to speak with a member of security staff immediately no one responded until almost 10:00 a.m. the following morning and police report was also filed with the ******* PD and from there I began dealing with the patient relations department at Emory I provided all the information they asked of me and I've done so in a timely manner for over the past 2 months I've not been able to receive as much as a return phone call after leaving messages and more messages with multiple people and on multiple voicemails and no one returns my calls! At this point I'm at the end of my patience and to prepare to release the cell phone videos that I have of the absolute chaos that ensued when there was obviously no evacuation plan for the *** in case of fire at Emory University Hospital midtown!
Business Response
Date: 12/28/2023
Hello **************,
Thank you for choosing Emory for your care. We do apologize for this mishap and have forward this grievance over to the Patient Relations team. Someone from that department will be reaching out to you to discuss the next steps of action. Again, I am truly sorry for the lost of your personal items.

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Emory Healthcare SBO Billing. is NOT a BBB Accredited Business.