Complaints

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

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Emory Healthcare SBO Billing. has 11 locations, listed below.

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• 

  Emory Healthcare SBO Billing.

  2201 Henderson Mill Road 2nd Floor, Suite 230 Atlanta, GA 30345

• 

  Winship Cancer Institute

  1365 Clifton Rd NE Building C Atlanta, GA 30322-1013

• 

  Emory University Hospital

  1364 Clifton Rd NE # F414 Atlanta, GA 30322-1059

• 

  Emory University Orthopedics and Spine Hospital

  1455 Montreal Rd Tucker, GA 30084-8100

• 

  Emory St. Joseph's Hospital

  5665 Peachtree Dunwoody Rd Atlanta, GA 30342-1701

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:04/27/2023

  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.

  The staff is very rude and unprofessional. my mother has been in Emory for several weeks now., and 2 weeks ago she was moved from icu to a regular room. when i called the hospital to get ask the nurse how she was doing, i was told she was no longer there and they didn't know where she was.so that scared me not knowing where or what was going on with my mother. and yes i had her code that you need when calling . but come to find out she has been there the entire time ,but for 2 weeks i didn't know nothing about the whereabouts of my mother every time i call they say they couldn't tell me anything. we had already had issues with the rude staff listening to what her grand children wanted done, when i am her oldest child. Which it is my understanding the oldest child is the one they should lister to not the grand children. i wouldn't recommend emory hospital to anyone. the staff is VERY rude and lies about patients whereabouts so what good is the code they give you.

  Business Response

  Date: 04/28/2023

  It is  our pleasure to provide outstanding care to all patients and we follow the regulatory guidelines necessary.

• Initial Complaint

  Date:04/27/2023

  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.

  Nema ******** is the extremely unprofessional First when I arrived she walks up to the front desk and prints out the labels for all of my lab tests orders. It was a lot so I ask are all of those for me. She looks at me and doesnt say a word. She then tells me to walk to the back and have a seat. When she pulls out the needle to draw my blood I ask is that an 18 gauge needle and in a very monotone voice she says something and goes on to explain needle sizing. My masked was sliding down my face and she tellls me I need to keep it on which I didnt object but as I was attempting to speak to she keeps on talking like a prerecorded message not really listening to anything I have to say. I also was receiving a phone call to which I ignored and uttered under my voice robotic message to which she assumed was about her. As I was leaving she hands me a cup so I could provide a urine sample. I proceeded to leave and turned in the wrong direction she saidother way but then she also said use your brain. After I provided my sample I walk out and hear her talking about me to her coworker while another patient is in the room. I walked back to the room she was in and asked her was she talking about me to which she responded, I was talking to my coworker. I asked this question several times and she responded the same. I ask her for her name and she tells me its whatever you want it to be and walks away. I asked her coworker to speak with a supervisor and she directs me to sit in the waiting room. **** comes out again and began mocking me calling me by the name ******, Starkeisha. When I didnt respond to those names she makes another smart remark and walks away. I have never in my life witnessed this level of unprofessionalism within an organization. Also ***************************** is a complete liar and equally as rude. Tried it explain to her what happened and she sternly and rudely said they would not pursue further action. She didnt even bother to hear what I had to say.

  Business Response

  Date: 04/28/2023

  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 the correct department for their review. Thank you for allowing us the opportunity to investigate your concern we will be looking into the details of your concern.

• Initial Complaint

  Date:04/27/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  01/13/2023 I was seen at the hospital by *************************. I was billed ******* (Account #***********. My insurance paid *******. On 02/13/2023, I paid the remaining ******. Authorization Code D0AC86, Transaction Timestamp Feb 13 2023 12:08:50 PM MST. I received an email April 1 stating I still had an outstanding balance of 500. I reached ******* at Emory Hospital via ************ on April 3. She confirmed that there had only been 500 remaining, and that there had been a payment for that amount on Feb 13. However, she said it had to be sent for review because they could not determine that I made the payment. I also called a second time this month with the same outcome. This is April 27, and Emory still shows that I owe 500. They need to either post the amount I paid to the account, or refund it.

  Business Response

  Date: 05/05/2023

  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 the correct department for their review. I have placed this account on hold while it is being reviewed. Thank you for allowing ** the opportunity to investigate your concern we will be looking into the details of your concern.
  
  

  Customer Answer

  Date: 05/10/2023

  Please do not close this yet.  They have not resolved the matter.  They only responded that they are looking into it.

  Business Response

  Date: 05/12/2023

  Your account has been resolved.

  Customer Answer

  Date: 05/19/2023

   
  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.

  However, I will note that they removed all of the payment history and billing details in MyChart, and only left 2 letters sent in April & May saying my account was past due.  This is although I paid in February.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:04/22/2023

  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.

  Hello, I have been receiving bills from Emory Healthcare for months now for service dates and amounts my ******** supplement has already paid. These bills have been paid for several months, and Emory refuses to note that they have received the payments. I am very concerned that these are about to go to collections, as they have already sent other amounts to collections that I am in the process of disputing. I have attached the service dates and payment information from my ******** supplement. These details were provided by me and by the Aetna agent to Emory on 3/2/23. I just received another message from Emory stating that service claims were supposedly denied for service dates I and ***** have already provided proof of payment for. Here is the message I received from Emory: "from ******** W, sent April 20 at 12:46 PM ******** W Apr 20, 12:46 PM Good Afternoon,Your claims for dates of service 11/15 and 11/25/2022 were denied by your supplemental insurance carrier. The denial reason was service incurred after coverage terminated. Thank you"Here are the Aetna payments (also attached) for those same service dates and amounts: 11/15/22 billed $41.49 paid to provider on 12/13/22; payment cleared on 12/16/22 Echo draft/proof of payment: ********** 11/17/22 billed $42.20 twice; paid to provider $84.40 on 12/20 and 12/12; both payments cleared on 12/23/22; Echo draft/proof of payment: ********** 11/17/22 billed $63.78; paid to provider on 1/13/23; Echo draft/proof of payment: ********** 1/25/22 billed $35.49; paid to provided on 12/20/22; cleared on 12/23; Echo draft/proof of payment: ********** I was told on 3/2/23 by Emory billing representative, *****, that it would take approximately 30 days to clear from my bill. I have called back a few times to question why this has not been removed from my bill, and they said it's still pending review. I am respectfully asking for these charges to be removed from my bill immediately. Thank you, ***************************

  Business Response

  Date: 04/24/2023

  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 the correct department for their review. I have also place the accounts in question on hold during this time. Thank you for allowing us the opportunity to investigate your concern we will be looking into the details.

• Initial Complaint

  Date:03/29/2023

  Type:Service or Repair 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 saw ****************************************** on January 31, 2023. I mentioned to her prior to my appointment that I was experiencing bleeding for months. She came in and spoke with me about a diagnosis that she never checked me for. I mentioned to her that my former doctor suspected a certain health condition and she put it down as an automatic diagnosis on a prior visit. She didnt attempt to check if the suspected diagnosis was correct before diagnosing me with the condition. She prescribed me pills for the condition and the symptoms were still present. Also, I asked her to do an annual STD test and she told me I didnt need it. Thats not her decision to make. I reached out to her after a month of taken the prescribed medication and I asked for another option. Her nurse told me to keep a bleeding log. I responding telling her that Ill rather try another medication. I was told I should seek another doctor. After asking another question or two. I received a portal message saying I dont need to ask questions that can be asked in an office visit. I responded saying the portal is here for a reason and when I was in office none of the things mention in the portal message was mentioned when I had my last visit. I simply ask the doctor could she run test to weed out any other condition. I feel as though Dr. ******* has removed me as a patient because I requested to be checked for certain conditions. I was messaging with her nurse. She also didnt run a full STD panel on me, as I requested. But she sent me a letter in the mail not explaining why she has withdrawn herself from being my GYN. Knowing that I just scheduled an biopsy per her request. I feel its ridiculous to not run the proper tests, to neglect a patients symptoms, and to tell a patient that an annual STD is not needed regardless if a patient is sexually active. I explain that I like to be tested regularly/annually.

  Business Response

  Date: 03/30/2023

  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 of your concern.

  Customer Answer

  Date: 03/30/2023

   
  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:03/24/2023

  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 had a doctors appointment at 10am I arrived around 9:30ish I let her know that I was early so she did the usual check me in and called to let them know that his 10am is here so I sat down waited for my appointment time I see more and more people checking in and waiting to be called so we waited I was already waiting 30 minutes before they arrived it was maybe 12 people arrived after me so start calling names so all the people around me were getting called back and stilll waiting patiently that went on until all the people around me were gone and imstilI'm waiting so I ask I her know again i went up there twice at this point im very upset because all the people around me were back alteady and some had left and im still here waiting to be calle this was the worst situations iv ever dealt with no one couldnt yell me anythimg for waiting do you know how it feels to not to have your name called for waiting 2 hours i am totally miserable with there service no one should have to go through this and this is fair to me not to hear your name callef after you checkef in 30 to 40 minutes early i really needed to see the Dr ***** i traveled so far to see her im disapointed hurt and all the above i complainting bevause i dont any else to go through what ive encounterd im so very unhappy with this place i would never want to go back here and the girls upfront was not helpful at all i reachef out to them several times i was not of any concern to them this was horrible this is the biggest complaint ive ever made very unprofessional to be such highly recommending they pass you own like your nothing i wached them there rude to certain people and they favor certain ****** very unethical they put up a good front neither one of them ever smile not once at a customer need a whole new set of employees someone whos going to treat customers with a smile now that would be the clinic i would to come in someone whos going to make you feel comfortable and cant wait to come back

  Business Response

  Date: 03/27/2023

  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. Can you provide the Doctor's name as well of date of service? 

  Customer Answer

  Date: 03/29/2023

   
  Complaint: 19848539
  
  I am rejecting this response because:
  ***************** appointment time was 9:45 am arrival 10:00 am to see the doctor on March 24 2023
  Sincerely,
  
  *******************

  Business Response

  Date: 03/31/2023

  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 of your concern.

• Initial Complaint

  Date:03/19/2023

  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.

  My insurance card says I am not required to pay a copay to my PCP so every time I visit my PCPs ofc, I do not pay a copay but the Emory ************** bills me for $15 which is what the copay would have been. My insurance company said I am not responsible for any copay at my PCP. I have spoken and written to that office several times and now they have turned it over to a collector so they can ruin my good credit that I have worked very hard to build. I have spoken to an attorney and am considering suing because this situation has gone on so long, it makes my blood pressure go up every time I see Emorys name. I am very distressed and it causes my chest and head to hurt. I paid it twice before to get them off my back but I refuse to continue paying a bill I do not owe. Emory is not that desperate for money. I am 73 yrs old and on blood pressure medication. They must stop doing this. I am poor. Every ***** counts and I cant pay out money I dont feel I owe. Please ask them to stop billing me for a copay my insurance says I am not responsible for. Thank you.

  Business Response

  Date: 03/27/2023

  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. I was able to review your account and based off the *** provided to us by your insurance company they are stating that you owe a copay for your visit. You can ask your insurance company for a copy of your *** as well as speak with them in regards to your benefits. We are sending a statment because your insurance company states that you owe. I have done a courtesy adjustment on the open charge. Thank you for allowing us the opportunity to investigate your concern.

• Initial Complaint

  Date:03/12/2023

  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 was seen as a patient for outpatient physical therapy services at Emory Decatur Hospital from June until September of 2022. Approximately 3/4 of those encounters were submitted to my insurance and I owed my $50 copay for each visit. I paid the amount due in a timely banner when my bills for those services arrived. The encounters from late August through September were never received by my insurance and Emory is trying to bill me for the full amount charged. There is no record of an EOB from those encounter dates through my insurer and I have been on the phone with Emory's billing department no less than 5 times to resolve the issue. The second to last time I called, I asked to speak to a manager and was told one would call me back the same day. She never did. The last time I called, the billing employee told me she spoke to a manager and ensured me the case was paused for supervisory review and would not go to collections. Today I received a letter from a collections agency regarding the amount that Emory says I owe for services they never submitted to my insurance. I am incredibly frustrated. I work in healthcare. My husband works for Emory Healthcare. This should never happen. All visits were with the same provider for the same services. They should all be able to be billed to my insurance, which did not change during the course of treatment. Now my credit is adversely affected because the billing department could not do its job correctly or follow up as promised. The physical therapy services I received were very helpful and the provider excellent but I will re-consider any further care with Emory because of this billing nightmare.

  Business Response

  Date: 03/13/2023

  The claim for the September dates of service was initially billed in error to the incorrect payer id, and after review and communication from the patient, the billing was subsequently corrected. A statement for total charges should not have gone out to the patient and we apologize for the inconvenience, the account status has been updated back to insurance pending. Per the ********** portal, a payment has been approved and is forthcoming for payment of these services.

• Initial Complaint

  Date:03/09/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On both 6/26/2022 and 7/30/2022 I went in to Emory Decatur hospital following a slip and fall incident. I've called numerous times since (every 30 days) to recieve billing and have been told they've adopted a new system and it's not finalized to my insurance bucket yet. It's supposedly pending but the doctors personal billing was sent to my email, minus both ER fees. I have my ID/ MR and Physician numbers but no bill and was forced to give my insurance, before leaving with a very vocalized case. I've checked the link and it's not posted after now 9 months. I've completed therapy and waiting on this to finalize my case and get back to my life before the fall. What's the hold up? I'm writing dch and hrfe as well as telling my insurance company to refuse billing. I'm sure they've gotten and paid it but you refuse to tell the patients.

  Business Response

  Date: 03/21/2023

  Both accounts referenced in the letter have been paid by the insurance company and are now at a zero balance. Patient may contact our ***************** Services team at ************ to obtain an itemized bill.

  Customer Answer

  Date: 03/22/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to compaint ID ********, and find that this resolution is satisfactory to me. We have resolved this matter after 7-8 months wait for the bill, due to their systems updating. I'm told that it will be more timely in the future. The staff was helpful.

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

• Initial Complaint

  Date:03/08/2023

  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.

  On February 1, 2023 I received two bills dated October 10, 2022 (account ********* & **********) for guarantor #****** that are not correct. I never saw ********************************* who is listed as the provider. I have also never seen ***************************** who is now listed as a provider on my account.I sent a message on February 1st to ask about the charges on the patient portal as I was concerned that another patients data and bill was added to my record. I noticed my insurance was already charged for a portion of this bill. As of March 7, 2023 I have still not received a reply to this inquiry.I also called the billing department on February 6th to inquire about this issue and spoke with ********************************. Based on our phone conversation, it appeared that she also saw the issue that another patients data and bill was added to my account. She told me and emailed me that someone from compliance/risk management would follow up with me to resolve my account.As of March 7, 2023 it does not appear that my account has been completely resolved and I have yet to hear from anyone from Emory Healthcare that could address my concerns. I am continuing to receive a weekly email and text about this bill and have now received notice that this bill is past due. I dont want to pay this bill because I believe that paying it may cause additional confusion that this bill was sent to the correct patient. If this bill was legitimate, I would have no problem paying it. A concern I have now is that Emory Healthcare will send my account to collections would impact my credit.

  Business Response

  Date: 03/09/2023

  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 charges. Thank you for allowing us the opportunity to investigate your concern we will be looking into the details of your concern.
  
  

  Customer Answer

  Date: 03/09/2023

   
  Complaint: 19551893
  
  I am rejecting this response because it does not address my concern. The fact that this canned response thanked me for choosing Emory Healthcare in a complaint where I was charged for a different patient's visit continues to show Emory Healthcare's lack of care to this issue. I first raised this concern on February 1, 2023 and I have not received any update regarding an actual resolution. I'm concerned my account will be sent to collections since I'm now receiving communications that this disputed bill is past due.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 03/10/2023

  Your account has been reviewed and the charges have been removed. We apologize for any inconvenience that this has caused. 

  Customer Answer

  Date: 03/10/2023

   
  Complaint: 19551893
  
  I am rejecting this response because this doesn't resolve the following issues:

  1. Ensuring my insurance that was billed for a service I never received is refunded. When I contacted Aetna about this issue, they advised that the healthcare provider should contact ************ to fix this issue. 

  2. Getting my patient data corrected to remove another patient's medical data. This is my biggest concern and I view this as a safety threat if I needed emergency medical care with incorrect data on my record. I would like to be able to view the patient data Emory Healthcare has for me.

  3. I also need to ensure there is no account numbers or biographic data for another patient on my patient record that could cause this issue to occur again.
  

  I do appreciate that the bill itself has been removed from my record.

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