Business Profile

Clinic

Emory Healthcare SBO Billing.

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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.

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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:12/06/2023
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.
I'm omitting my full name, because I'm afraid of retaliation. I've been hospitalized at the Emory ******* hospital location several times throughout the years. I don't know where else to turn in regards to my complaint. I'm utterly sick to my stomach even typing this. The way that business operates is just horrible. I know nursing staff are praised because of their ability to take care of patients. Although this is the case, the whole support team should be praised, with that being said, I've seen, heard many of the nurses throughout the hospital speak down, disrespect and belittle not only patients but their support staff, people that work hard. I've heard them curse out cleaners and other workers in the hospital. They are under the impression that they are untouchable and that nothing will be done to them. I'm tired of hearing the disrespect and the lack of professionalism.n I reached out to patient advocacy but it seems like they are advocating for the nursing staff and not the patients. Mistake have been made and they sweep it under the rug. The wrong medications being hung on patients etc. I wish the upper management that regulates and gives guidance to the nursing staff would listen to the patients and understand that we are the ones that need care. The same nurse that I had an issue with greeted me when I returned to the hospital. I explained to the charge nurse I didn't want her as my nurse because of her ways and I didn't trust her. The whole night I laid in bed thinking what is she going to do to me, when I should have been concentrating on getting better.
Business Response
Date: 12/06/2023
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 to our risk department for their review and someone 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:11/14/2023
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Date of Transaction January 31, 2022. Account #*********. Emory/DeKalb Hillandale ************ (telephone # ************) has been telling me that they have escalated my issue up for payment, and that I will receive payment (now for over a year). I had a Bone Density test performed and this was either my 2nd or 3rd test performed. I never had to pay for the test as per my Medical Doctors instructions. Upon a visit with my doctor, I told her that ***** had sent my name to collection for a bill of $150 for the test. It was later discovered by the head nurse that my procedure had been coded incorrectly and was also later corrected by my doctor (per *****'s billing ****** I had paid $20 of the $150 prior to the correction made by my doctor, because I did not want my name to go to collection. I spoke to several people in the billing department who continues to tell me the payment/refund has been escalated up and will be sent out to me. It has been over more than a year and I still have not received my money back. I HAVE A COPY OF THE CHECK AND LOTS OF NOTES WHERE I SPOKE TO SEVERAL PEOPLE!!!
Business Response
Date: 11/22/2023
After review of the account, the $20 refund to the patient was keyed on 10/14/22, but was not processed due the account status at the time of processing. I have made the necessary updates and re-keyed the refund. Please allow ***** business days for receipt.
Customer Answer
Date: 11/24/2023

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:11/06/2023
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.
I have been trying to get in since Tuesday, 10/31/2023 My blood pressure is sky high! I have been to 2 Emergency Rooms under Emory and no one can or has helped me. They kept me on Tuesday, released me on Wednesday still with high blood pressure. Went to Northside Emergency on Friday, still high blood pressure they did tell me to follow up ASAP with primary! Today, still high pressure, primary Emory Shallowford Rd clinic told me to come, however, 8 mintutes away they called and said the nurse that was going to see me can't and now have to work the front desk! Now, it's 12:55 home, pressure is still high and I can't get any help! This is totally unacceptable on every level of care!!!!
Business Response
Date: 11/06/2023
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 forwarded your complaint to the correct department for their review. Thank you for allowing us the opportunity to investigate your concern we will be looking into the details.
Customer Answer
Date: 11/06/2023

Complaint: 20831602

I am rejecting this response because: Only because I am still sick, my pressure is still high and I still have not heard from Emory! I need some medical relief immediately!

Sincerely,

*******************************
Business Response
Date: 11/07/2023
The complaint was sent to the correct department. You may also contact patient relations directly at ************ if you have additional questions or concerns. We thank you again for allowing us the opportunity to respond to your concern.
Initial Complaint
Date:09/22/2023
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 paid the total amount owed for services received from Emory Healthcare on 8/23/2023. Despite numerous communications and the provision of a bank statement showing the payment, Emory Healthcare states that the amount I paid was never received. A detailed summary is provided below: August 23, 2023: I received healthcare services at Emory at **************************, ************************************************************************************************************. I attended my visit and paid the $30 co-pay via debit card before I left the office. The clerk failed to provide a receipt despite my request. August 24, 2023: The $30 co-payment to Emory for 8/23/2023 services clears my bank account. August 29, 2023: I receive Explanation of Benefits my health insurance provider stating I owed the provider a $30 co-pay for services received on August 23, 2023.September 2, 2023: I receive an automated email from Emory billing with invoice for 8/23/2023 services indicating $30 owed/due.September 2, ****: I sent a message to Emory Billing via the Emory Patient Portal (My Chart) in regards to the $30 bill for services received on August 23, 2023. I stated that the bill had been paid via debit card at the point of care on August 23, 2023. I attached a copy of my bank statement showing the payment cleared my bank on August 24, 2023.September 11, 2023: I received $30 bill from Emory via postal mail for the 8/23/2023 service.September 11, 2023: I called Emory billing and explained that the bill had been paid in full at point of care and that I sent a copy of the bank statement as proof of payment to Emory Billing through the Emory Patient Portal on 9/2/2023. I was told that [Emory Billing] was two months behind processing messages received through the [Emory Patient Portal]. The service agent told me to call the office where I paid the bill to resolve the discrepancy. I attempted to call the office but discovered that all phone numbers were now routed to the main Emory number and it was not possible to make a direct call to the office where I received the service. September 11, 2023: I reached out to the physician who provided the services via the Emory Patient Portal and apologized for having to contact him, explained the billing error, and asked if he could have someone from billing in his office contact me. He responded soon after and let me know that the billing agent was out of the office but would contact me later in the week. September 14, 2023: I received a call from the person that handles billing at Emory at Mountain *****************, were I received the service in question. I told her about the bill, that I had paid at point of care with my debit card, and that I had a bank statement showing the payment cleared. She said she couldnt find any record of payment. She suggested I send a message to Emory Billing via the Patient Portal and attach a copy of the bank statement. I told her I had already done this. She suggested I call Emory Billing to resolve the problem. I told her I had already done this and that Emory Billing had told me to call the office where I paid. She said she did not know why they told me to call her because she was unable to make any changes to billing at her location. September 15, 2023: I received a (second) return phone call from the person that handles billing at Emory at Mountain *****************, were I received the service in question. She said that I should return the invoice via postal mail to Emory Billing with a copy of my bank statement showing proof of payment and they would take care of it. September 18, 2023: I received a reply to my 9/2/2023 message to Emory Billing via the Emory Patient Portal. The response stated that my last payment had been on 4/24/2023. The response said nothing about the bank statement I had attached to the message that showed a $30 payment to Emory cleared my bank on 8/24/2023. September 18, 2023: I contacted my bank to obtain the terminal ID number, transaction number, and identification number of the $30 payment made to Emory on 8/23/****. September 19, 2023: I returned the invoice from Emory Billing for $30 via postal mail to Emory Billing with a copy of my bank statement showing proof of payment. I included the terminal ID number, transaction number, and identification number of the $30 payment made to Emory on 8/23/****.September 20, 2023: I responded to Emory Billing via the Emory Patient Portal. I repeated the information stating that I had paid the $30 at point of care and to please review the attached bank statement that clearly demonstrated a $30 payment to Emory cleared my bank account on 8/24/2023.
Business Response
Date: 09/22/2023
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 forwarded your complaint to the correct department for their review of the missing payment. Thank you for allowing us the opportunity to investigate your concern we will be looking into the details.
Customer Answer
Date: 09/22/2023

Complaint: 20637421

I am rejecting this response because it is not a resolution. The billing error has not been resolved. Emory's response only states that they will forward the issue to the appropriate department to look into it.

Sincerely,

*******************************
Business Response
Date: 09/25/2023
I do understand your concerns but it had to be sent over to a the department to handle as I am not able to handle the research on a missing payment. I have checked your account today and the payment has been posted. If you have any more questions or concerns or would like to speak about the account in detail please give us a call at ************.
Customer Answer
Date: 09/25/2023

Complaint: 20637421

I am rejecting this response because: Prior to making this complaint, I sent proof of payment to Emory Billing and Emory Billing opted to overlook and ignore this proof and continue to demand payment. When I receive written proof that the payment has been applied to my account and the amount owed has been resolved (either via postal mail, e-mail, or the patient portal), I will accept Emory's response and close this complaint.

Sincerely,

*******************************
Initial Complaint
Date:09/15/2023
Type:Service or Repair Issues
Status:
UnresolvedMore 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 into my scheduled appointment on today and was highly annoyed by the amount of personal information they ask you at the front desk for other patients to hear your answers. So the front desk girl just found humor in it. After waiting over an hour the medical assistant girl came to get me. I was very short with her told her I was annoyed and would not be returning even though I loved my doctor. She asked to do my weight I said no as I say Everytime followed by it would just depress me. She then sits down and continues her probing questions to get info about why I was annoyed. She also asked if I wanted the office manager like several times I said no. I told her I was agitated bc I stopped taking anxiety meds cold ******. She continued to talk about how good it is to have good customer service. I said it sure is bc me and my mom were talking about a guy who was triggered and killed a girl at a restaurant bc of his mental state. So she took vitals kept talking, ask med questions for about 25 minutes alone in room with me. She leaves out the room calls 911,and said I threaten to stab her to death. First when officers arrived he said the receptionist said it then he said it was the MA, but she apologized and she she felt as if I was being weird bc I did want my weight taken and I was annoyed. My doctor was in disbelief, I was in disbelief because I was totally humiliated. I never threatened anyone, was loud , smelled of drugs or alcohol. Wasnt pacing or fidgeting, never once said I wanted to harm or kill anyone or myself. Was so friendly to this lady. Originally the officer said it was the ppl at the front but I was like I waited up there an whole hour and yall just getting here plus I was allowed to walk in the back with her alone in a shut room no violence towards her for 30 minutes and she called non mental health trained officers to come out. I am humiliated. I been seeing my doctor over five years and he was even in disbelief. I have replayed it in my head.
Business Response
Date: 09/18/2023
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 forwarded your complaint to the correct department for their review. Thank you for allowing us the opportunity to investigate your concern we will be looking into the details.
Customer Answer
Date: 09/18/2023

Complaint: 20600231

I am rejecting this response because:This company nor law enforcement has given me a reason as to why law enforcement was called to their offices. On top of that I had to pay for rushed services by ************** and endure this humiliating experience. I am now having to wait months before I can become an established patient elsewhere. So no this copy and paste response does not satisfy my complaint.

Sincerely,

***********************
Business Response
Date: 09/18/2023
It was sent over to the correct department so they can be in contact with you. You may also contact patient relations directly at ************ if you have additional questions or concerns. We thank you again for allowing us the opportunity to respond to your concern.
Customer Answer
Date: 09/18/2023

Complaint: 20600231

I am rejecting this response because:I already contacted that agency. When you all get more details please share the details. Again this copy and paste response does not satisfy my complaint.

Sincerely,

***********************
Initial Complaint
Date:08/16/2023
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.
We visited Emory Midtown after a cancer diagnosis considering the proton therapy as a treatment plan. I scheduled the appointment and knew as a specialist we would have to pay a specialist co-pay. It was a horrible experience to say the least and treatment was done elsewhere. The bills started arriving - each provider billing separately exhorbitantly an additional hospital bill and a laryngoscopy that was never done. I have called, written, disputed and I am now forced here and filing with AG as this is extremely deceptive.
Business Response
Date: 08/18/2023
Hello,
We reviewed the account and the test was done. The patient can request the Medical records with the results of the test. However, as a value to the patient, I will close the account and the balance will be zero. Thanks
Initial Complaint
Date:08/16/2023
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.
This complaint in regards to the business financial office at Emory University for the Emory Clinic and *******************************. We have applied and send in with confirmation a financial aid application over 6 times. We always receive a confirmation on our end. However, we never received correspondence from Emory. We even were given a direct contact phone number. After 2-3 calls stopped returning calls. We have been sent to collections even though the multiple times mailing, emailing, fax, and calling in. We reached out to a 3rd party Program that helps you with financial aid. They agreed to try on our behalf. They also received no response from mailing, emailing, faxing, and calling. At this time, they are not able to reach anyone in regards to our case. We were informed there are more than 20 cases having this issue.
Business Response
Date: 08/16/2023
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 forwarded your complaint to the charity department for their review. Below I am placing the correct contact information for the charity care department in hopes that you were sending it to the correct department.
Email: ******************************************************************************
Fax: ************
Financial Counselor for *******: *****************************, ************
I could not pull up a patient by the name of ********************* so when sending in the application and calling the financial counselor please have the patient's account number, date of birth and correct spelling of the name.
Thank you for allowing us the opportunity to investigate your concern we will be looking into the details of your concern.

Customer Answer
Date: 08/22/2023

Complaint: 20478215

I am rejecting this response because:
This is the same contact information we have always been giving. They do not respond and they do not answer phone calls. Again, I have stated, a 3rd party is assisting now that we have been having such issues and they also continue to receive this contact information with no one returning messages/calls. They have over 23 cases of patients of Emory who cannot get with financial aid. I have been submitting on behalf of my husband (**********************************, patient) for over a year. I have been trying to get Emory to confirm the latest application since May. I have left messages, sent portal messages, called. NO ONE returns a call and if I get someone in the financial aid department they can't see an application and cannot tell me if one was received even though I have confirmation always on my side. I will not be satisfied until Dollar For Dollar 3rd party is contacting and this is resolved. ************* and email: ************************ They work mostly by email and cannot always answers incoming calls. I have more attachments to show but cannot upload them all as I've hit the limit.
Sincerely,

*********************
on behalf of patient: **********************************
Business Response
Date: 08/22/2023
I sent this information over to our charity care department and they advised that they have been in contact with *************** in regards to the patient being over the income limits. You may contact our office directly at ************ if you have additional questions. We thank you again for allowing us the opportunity to respond to your concern.
Initial Complaint
Date:08/08/2023
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 have several problems with Emory Healthcare. The latest was that I was called recently about a bill that they sent to a collection agency for services of **** 2022. When they called and told me I told them I never received a bill. The response was "Yes, but we know you received an Explanation of Benefits from your insurance company." 1st of all you don't know that and secondly who pays for a bill they never received? Since Emory has taken over the billing of DeKalb Medical it's been a total nightmare for me. For Example I was charged for radiation treatment that I NEVER received! In addition the lab bills are 4 times the price of what they were when DeKalb Medical was doing the billing. A basic *** test went from $69 before insurance to $259 for the exact same test! It's just outright excessive gouging! I have never had basic lab bills in my life that totaled thousands. I have filed complaints with the **************** and still waiting for an outcome in regards to the 2021 bills. I'm not sure how to file a complaint for the 2022 bill. How can I file a complaint about being in collections for a bill I never received AND when I stated this to Emory they didn't deny it!! They know I never received a bill. Also in 2021 I had to have breast reconstruction surgery due to cancer. My insurance stated they would pay. Three days before surgery Emory called me on the phone and stated they did not feel comfortable with my insurance and that there were no line item adjustments and if I wanted the surgery I would have to pay them $21,000 up front! $21,000 for an simple outpatient surgery. Thank goodness I have a great surgeon who found a better route. Emory needs to do better and I will fight my delinquent medical bills! Who pays for a bill they never received? Who pays for lab work that is 400% markup than previously and I was never told that Emory would jack up their fees? Please help!
Business Response
Date: 08/10/2023
After review of the June 2022 charges, Emory was notified by the insurance company that the patient owed $289.10, due to exhausted benefits for the date of service, they made no payment on these services. Our records show that two statements went out to the address that is located on this complaint and are attached as reference. The account followed the protocol for any outstanding balance due.

We also show two outstanding accounts from 2021:
June 2021: ***************** made no payment and assigned $442.35 as patient responsibility. This account followed the protocol for any outstanding balance.
June 2021: ***************** made a payment of $160.00 and assigned $1205.54 as patient responsibility due to exhausted benefits for date of service. This account followed the protocol for outstanding balance due.

According to the notes, patient was offered a 35% discount on the balances and declined offer.

Customer Answer
Date: 08/14/2023
In regards to the 2021 billing #1. I was charged for radiation treatment which I was not receiving radiation treatment. Did not have any radiation done in 2021. In addition I was charged twice for this!. Also for the brief moment that Emory disclosed some of their charges online it was not the amount that I was charged which is wrong. Emory is excessively gouging their patients bills.
Business Response
Date: 08/22/2023
The account will be referred to our charge auditing department to review the charges to address patient's statement that treatment billed was not received.
Initial Complaint
Date:08/07/2023
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.
since December 2021 I have consistently been missed billed by the Emory billing department. They have consistently put incorrect codes on bills to send to my insurance company. I too like many other complaints have made numerous phone calls and been told numerous times things are under review. In March 2023 I paid my deductible and a $40 charge for some thing I had no idea was not covered by my insurance and was not told about. I made a phone call to be sure I was paid off and was told yes I owed nothing. Not more than a week or two later I received a cop, phone call from a collection agency, saying I owed $92. I am mediately called ***** billing nobody could tell me what the $92 was for. Now my yearly physical exam has been rejected by ******** and my supplemental insurance because of miss coding. For someone elses information I have contacted patient relations. Hopefully they can help but I am trying to contact them at the moment and ** getting no response.
Business Response
Date: 08/08/2023
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. Your account was forwarded to the office and they have agreed to adjust off the charges that were not covered by insurance as a courtesy.Thank you for allowing us the opportunity to investigate your concern we will be looking into the details of your concern.
Initial Complaint
Date:07/26/2023
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.
Mid 2022, my doctor set up a simple consultation to see an oncologist at Emory. I cancelled the appointment. I never saw a single doctor at Emory. A couple of weeks later I began receiving unsolicited requests for donations to the Emory *******************************. I have requested they remove me from the mailing list, they have not. I get this garbage once a month and its triggering the daylights out of me. I was a patient somewhere else, struggling to get well, I am not an opportunity to get money for their facility!! I never provided my mailing address, never authorized them to beg for money from a cancer patient. It is beyond insulting to ask me for money when I was fighting for my life. Please please please please please please get these jackals off my heels! I dread getting my mail, it brings up so much pain from my past!!!
Business Response
Date: 07/28/2023
Emory would like to extend our sincerest apology to you in regards to this matter. We have reach out to our marketing team to have your information removed from our system. You will not be receiving any more unsolicited request for donations.

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