Complaints

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

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  Mission Health

  509 Biltmore Ave Asheville, NC 28801-4601

  
• 

  Mission Health

  420 Biltmore Ave Asheville, NC 28801

  
• 

  Mission Health

  125 Hospital Dr Spruce Pine, NC 28777-3035

  
• 

  Mission Health

  190 Hospital Drive Burnsville, NC 28714

  
• 

  Mission Health

  32 Apex Cir Asheville, NC 28803-0477

  

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: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 visited the ** at Mission Hospital on 509 Biltmore Ave after a seizure and received some bloodwork and a CT scan. I paid up-front some part of a "bill" for a "credit" of $83.32. Later received several other bills for the various medical services (blood testing and CT scan) as well as one from "MH Mission Hospital LLP" for what look to be the remaining charges for my stay there. Curious to see if my credit above had been applied, I went looking through the bill and could not find any itemization of what had been paid previously, nor the credit, nor any details really. At the top of the bill, I was directed to call a number to receive an itemized bill, so I called that number and learned that I could either have it mailed to me or I could get it from their website by "searching in the financial services section for 'itemized bill'". I opted first to search their website only to find that such a page simply does not exist, there is literally no place to get an itemized bill on their website. I got on the phone with their support team and the woman I talked to confirmed she had had several similar calls and even tried helping someone find the page by searching for it with them while on the phone only to also find such a page doesn't exist. I opted to have my itemized bill mailed to me and what I received was an itemized list of charges, but had no details about what my insurance paid, nor what I had already paid, nor my "credit" of $83.32 so I have no way of knowing if that was even applied properly to my total bill, or if I just ended up paying it in my final bill of $268.11. This practice is SO shady as I am unable to see what I was charged, what I paid, what my insurance paid, and what was applied where. I assume such practices were adopted to force their customers into a "I'll just pay it" mentality because at this point I've wasted hours and don't want to go into collections trying to figure this out.

  Business Response

  Date: 09/22/2023

  We are in receipt of the complaint filed by ************************* and have thoroughly reviewed this matter. Mission Hospital strives to provide excellent customer service and would first like to apologize for any confusion or inconvenience experienced by the patient. A customer service representative from ********************** reached out to the patient on September 22,2023 to the phone number listed on this complaint and discussed the patients concerns. If the consumer needs further assistance please have them contact Mission Hospital directly. Thank you

  Customer Answer

  Date: 09/22/2023

   
  I am rejecting this response because:
  The resolution proposed was to send me a new itemized bill with all of the details of my payments and credits that I originally requested. While that will satisfy my personal request for itemization, it doesnt positively impact everyone else struggling with their terrible billing system. I will be happy to remove this complaint if I see that Mission Hospital can quickly and easily provide fully itemized billing statements including what has and has not been paid for by which parties (responsible party, insurance, secondary insurance, etc) along with the codes used to bill each insurance for each item as well as any credits that have been applied to said bill (if there are any). 

  Business Response

  Date: 09/27/2023

  We are in receipt of the response filed by ************************* and have thoroughly reviewed this matter. Again, we would like to apologize for any confusion or inconvenience experienced by the patient. As mentioned in our previous response, a customer service representative from ********************** reached out to the patient on September 22, 2023 and discussed the patients concerns. At that time, the patient declined to go over their account in detail. However, it was agreed upon that documents with additional details regarding the patients account would be mailed to the patients address on file.The patient was provided a direct phone number where they can reach out to if they have further questions or concerns. Thank you

• Initial Complaint

  Date:06/26/2023

  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 requested itemized billing statements from 2019 through 2023 from HCA/Mission Healthcare, and I get told my accounts are no longer at those offices, yet they're able to see them when calling. I was able to request an itemized statement for my most recent visit (04/2023). We'll see if it actually comes. This has been on going since HCA took Mission over. I can see my total balance, they can see my total balance. But, no itemized statements. I want to see what they're billing my insurance for, and what I'm actually paying for. Every single visit with my PCP is a different balance owed. I can see the labs, and what those charges are. Never anything else. My appointments are generally the same every single visit to my PCP. Does not matter what insurance I've had, or what provider was seen. I can never get a clear answer, let alone see with my own eyes what they're billing for. Since HCA has taken over Mission, Ive been through 3 providers! They all leave to get away from HCA, which is really disheartening as Ive had AMAZING providers! HCA is known for "shady" billing practices, and running off employees. I cant get itemized bills, but I surely get the calls for unpaid balances. So much in fact, I have blocked the "800" numbers from which they call. Before HCA I would always call to pay balances, especially since they offered a 30% discount if paid in full, which I generally would do. Now my bills are higher, no discounts are offered for payment in full, and endless phone calls and letters threatening to send me.to collections. I pay the the lab fees, and I'll pay $5 to $20 on each account randomly. If THEY cant see or request itemized invoices, how are they able to even see those accounts at all? The providers are absolutely wonderful, but Im always anxious at visits, scares they're going to tell me they too are leaving HCA/Mission. 3 providers within 4 years. Thankfully they've been in the same office, transfer of care is easier. But, its still an absolute pain.

  Business Response

  Date: 06/30/2023

  We are in receipt of the complaint filed by *********************** and have thoroughly reviewed this matter. Mission Hospital strives to provide excellent customer service and would first like to apologize for any confusion or inconvenience experienced by the patient. On June 27, 2023, a customer service representative from ********************** attempted to contact the patient at the phone number listed on this complaint and left a message with a direct phone number so that the patient can reach them directly in order to discuss the patients concerns. If the patient needs further assistance please have them contact Mission Hospital directly. Thank you

• Initial Complaint

  Date:05/22/2023

  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 April 24, 2023, my boyfriend called the ambulance for Mission Hospital to take me to the Emergency Room (**). I had been throwing up and had severe stomach pain. After seeing the doctor, I was in the ** waiting room for 4 hours with an IV that dried up before being sent to an actual room. The doctor ordered some blood tests, urine test, EKG and ** scan. All tests except ** scan were finished before being moved to an actual hospital room. I was in the hospital room/bed for 2 hours. (A total of 6 hours at the hospital). The doctor went over my blood tests and said they looked good. Urine test came back very dark from dehydration because I wasn't permitted to drink any fluids even after the IV was dry. A new IV was given when inside the actual hospital room/bed. The ** scan was never done and I was sent home. I was given RX for anti-nausea medicine and basic pain medication. I was told to sip water often. After arriving home my severe stomach pain returned. I continued to feel worse and worse. The two RX did not help. My stomach started to distend drastically over the next fews days, I wasn't able to eat very much but I did my best to drink fluids. On April 28, 2023 I was so sick that I went to ****** Hospital's **. While there, they did a ** scan and found that I had an intestinal blockage and needed emergency surgery. My surgeon told me that I was lucky to have not waited any longer before going to their **. Mission Hospital should have been more thorough in caring for me. I wasn't treated like the sick patient that I was, therefore I do not feel I should be charged for the lack of care I received. I paid the co-payment while in the waiting room of $240.00. Then I was billed $1,336.04. My account number is ************. I had a very serious health emergency that could have been taken care of sooner had Mission helped me as they should have. The ** scan that a was ordered should have been followed through with.

  Business Response

  Date: 05/26/2023

  We are in receipt of the complaint filed by ***************************** and have thoroughly reviewed this matter. We apologize for any confusion or inconvenience experienced by the patient. Upon receipt of this complaint, we have requested a Quality of Care review be completed on this account. We appreciate the patients patience while this review is conducted and to allow time for a comprehensive review to take place. Once the review is complete, the patient would be contacted with the results. If the patient needs further assistance please have them contact Mission Health directly. Thank you

  Customer Answer

  Date: 05/27/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and realize that Mission needs to review their records to find that a ** scan was ordered by the doctor and then neglected to follow through with the procedure.  Had the ** scan been performed as scheduled, the intestinal blockage would have been found.  My pain and suffering was prolonged 5 days because of the hospitals negligence.  I will not be contacting Mission directly.

  
  Thank you. 

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

• Initial Complaint

  Date:05/22/2023

  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.

  On February 1st I got an ultrasound as I was told that I have extra dense breast tissue and this was needed in addition to the mammogram. Later I was contacted by Mission and told, "we're sorry but there the scan was poor quality and you'll need to come in for another ultrasound. This was a mistake on the tech's part and you will not be billed for a second ultrasound." We discussed billing and I was reassured that there was no way I would be billed TWICE for a MISTAKE MADE ON THEIR END. I came in again & I was billed AGAIN by Mission & also billed again by the radiologist. I requested an itemized bill. I spoke with various billing representatives who sent my case to a nebulous department for review. I then received a letter saying, "we have reviewed the charges and they are correct." They are NOT correct. There is no HUMAN in the "review department" who I can connect with. If the $528.74 that I overpaid is not refunded in 30 days, & the charges for the second ultrasound through radiology is not dropped, I will send all records the ** Attny ************* of ******** Affairs.

  Business Response

  Date: 05/26/2023

  We are in receipt of the complaint filed by *********************** and have thoroughly reviewed this matter. We apologize for any confusion or inconvenience experienced by the patient. Upon receipt of this complaint, we have requested an audit be completed on the patients accounts.We appreciate the patients patience while this review is conducted and to allow time for a comprehensive review to take place. Once the review is complete, the patient would be contacted by mail with the results. If the patient needs further assistance please have them contact Mission Health directly.Thank you  

  Customer Answer

  Date: 08/01/2023

   
  I am rejecting this response because:

  In January I received a mammogram and ultrasound at Mission Breast Center. I was later called and told that the radiologist had made a mistake in the ultrasound and that I would need to come in for a second one. I was REASSURED that I would not be charged for an additional ultrasound since the mistake was theirs. I came in for the ultrasound. Then they called me AGAIN and said I needed to come in for a 3rd ultrasound due to an unclear reading. Once again, I was reassured that I would not be billed for anything more than the original mammogram and the original ultrasound. I have paid for the mammaogram and the first ultrasound. Mission has billed me for THREE ultrasounds. I have spent hours on the phone trying to correct this. I filed a complaint with the BBB and Mission refunded me for the SECOND ultrasound. And now they are billing me for the THIRD ultrasound. If this bill is not corrected / deleted by the first of September, I will send all documentation to the ** Attorney General and file charges through them.

  Billing Adjustment

  
  

  Business Response

  Date: 08/04/2023

  We are in receipt of the complaint filed by *********************** and have thoroughly reviewed this matter. Mission Health strives to provide excellent customer service and would first like to apologize for any confusion or inconvenience experienced by the patient. A customer service representative from ******************** will be reaching out to the patient to explain in detail the outcome of the review conducted on the patients account. If the patient needs further assistance, please have them contact Mission Health directly.Thank you

• Initial Complaint

  Date:05/17/2023

  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.

  about my mother's experience at Mission Hospital's **: I am a former department head at ****************. ****** of ********* During my career I spent over 30 years in the hospital environment and am well acquainted with what is required to operate a hospital. My mother (87 years old) who suffers from stage IV cancer experienced a colon blockage, as a consequence I took her to Mission Hospitals emergency room this past Saturday. What I witnessed as a healthcare professional was shocking the ** was filthy, disorganized and understaffed. It was clear that the staff in attendance were overworked, frustrated and some were fatigued to the point that they werent able to track what was happening. My mothers 11 hour experience was unnecessarily traumatizing. For most of the time she was writhing in pain; sitting exacerbated her discomfort, yet no effort was made to make her more comfortable. I had to improvise something on which she could slightly recline using hospital blankets. Many requests to allow her to lay down were ignored. To be clear the staff were doing their best under deeply under-resourced chaotic conditions. Others waiting for care were in the same unfortunate situation as my mother. For example, a military veteran in his 70s with fluid in his lungs left the ** in frustration after he had been waiting 9 hours. Another woman had been left on a stretcher outside the imaging facility in severe pain for hours. Sadly Western *************** most important critical healthcare destination has become emblematic of everything that is wrong with our healthcare system. Our experience at Mission is in alignment with other criticisms and concerns I have heard directly in the post HCA takeover apocalypse. HCA, it is well apparent that you care nothing for people in need of medical attention nor do you care about your employees. I am reporting you to the BBB and to my state and federal representatives. Sincerely, *********************************

  Business Response

  Date: 05/17/2023

  We are in receipt of the complaint filed by ***************************** and have thoroughly reviewed this matter.  We apologize for any confusion or inconvenience experienced by the complainant. Unfortunately, we are unable to locate an account with the information provided. Please provide additional identifying information for the complainants account. Some items that *** be of assistance are account numbers, address statements are being sent to, and the name of the individual listed on the account or statements. If the complainant needs assistance identifying this information please have them contact Mission Health directly. Thank you

  Customer Answer

  Date: 05/18/2023

   
  I am rejecting this response because:
  Mission Health could not find the record. My fault. My mother's name is *******************************. The ** admission records are in her name. Please forward this to Mission Hospital, thank you

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

  Business Response

  Date: 05/19/2023

  We are in receipt of the response filed by ***************************** and have thoroughly reviewed this matter. We apologize for any confusion or inconvenience experienced by the complainant. We are currently working diligently to research the complainants concern. We are requesting additional time to investigate and reach an acceptable resolution. Thank you 

• Initial Complaint

  Date:05/02/2023

  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 claim for a xray (Account #************* ordered by my son's doctor. The doctor is for a specialist appointment with an in-network gastrologist. My son received an x-ray during this visit in the same building (not at a hospital) and we are receiving bills for X-rays asking us to pay over $200. At no point did anyone make us aware that the x-ray wasn't included with the visit as it would be at 95% of doctor offices. We consented to the xray but do not and did not consent to the separate billing nor would we have consented. Due to Mission's extremely high outpatient costs for X-rays or imaging we always ask for an order to take to a facility of our choice.....WE ALWAYS DO THIS. Not properly informing us verbally and in writing is beyond unethical and we will not bear the cost of the unauthorized procedure. I have filed this complaint in the past and it was closed while Mission needed more time to find more info and that was 3 months ago. I have reached out to BBB and to Mission Hospital on multiple occasions and neither one have reached back out after I was promised if I was not contacted by Mission within one month it would be reopened. Thank you for your time. The amount billed to insurance is $378.93 and costing me over $220. This bill belongs to Mission and the physician who ordered the x-ray.

  Business Response

  Date: 05/05/2023

  We are in receipt of the complaint filed by *********************** and have thoroughly reviewed this matter. Mission Hospital strives to provide excellent customer service and would first like to apologize for any confusion or inconvenience experienced by the complainant. As mentioned in the previous complaint submitted on February 8, 2023, the consent form signed upon admission consents to the treatment that *** be performed during an outpatient episode of care, such as services the complainant is mentioning. A copy of the consent form was requested and will be sent to the address on file. The balance was determined by the patients insurance and was applied to the patients deductible. If the complainant needs further assistance please have them contact Mission Health directly. Thank you.

  Customer Answer

  Date: 05/05/2023

   
  I am rejecting this response because:

   

  Consent form was not sign by me or my wife. It's sad Mission has forged these records and then continues to ***** patients on prices. For example, ************** Medical for outpatient xray with my insurance costs $50. Mission believes it is appropriate to charge $280. The amount owed is solely based on the amount charged by the facility which mission continues to overdue. I owe the percentage of that. I also find it odd that after repeated attempts to contact mission no one can return a phone call regarding the matter and its takes a BBB complaint to even get a response. My family was lied to and deceived in this matter and its sad families are taken advantage of so easily and Mission sees no issue with the way they conduct business. 

  Even though mission has clearly doctored a signature, I will pay the bill at a *** of $5 per month. Thank you for your time. 

   

   

  
  

  Business Response

  Date: 05/08/2023

  We are in receipt of the response filed by *********************** and have thoroughly reviewed this matter. Mission Hospital strives to provide excellent customer service and would again like to apologize for any confusion or inconvenience experienced by the complainant. Mission Hospital maintains high levels of professionalism and follows rigorous policies and procedures to ensure compliance with applicable federal and state laws. As such, Mission Hospital vehemently denies any allegations of inaccuracies or unlawful practices regarding the complainants concern. As mentioned previously, the balance was determined by the patients insurance and was applied to the patients deductible.The complainant can reference their insurances Explanation of Benefits regarding their responsibility. If the complainant needs further assistance please have them contact Mission Hospital directly. Thank you.

• Initial Complaint

  Date:03/21/2023

  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.

  In January 2022 my wife received care and in October was first contact from the hospital on billing as they said it was going to collections. We had worked out a payment plan to prevent this but found out yesterday this happened anyways in which they are wanting 3x the amount agreed upon. I have yet to receive a statement from the hospital still on this and now have to settle in full vs paying as agreed upon. They had did the same for a bill that was not even ran on insurance in October which I was able to resolve but the larger bill I am being told it must be settled.

  Business Response

  Date: 03/23/2023

  We are in receipt of the complaint filed by *********************** and have thoroughly reviewed this matter. Mission Hospital strives to provide excellent customer service and would first like to apologize for any confusion or inconvenience experienced by the patient. Upon reviewing the account, on October 19, 2022 a payment plan was set up for $65.13 via credit card to be automatically deducted by the 17th of each month. When a payment plan is set up a confirmation email is sent to the email provided during the initial setup in order to confirm the payment arrangement made. This email usually ends up in a junk or spam folder, therefore, patients are advised to look for this email within these folders. However, if the patient does not validate and/or confirm the payment arrangement within this email, the arrangement is suspended after the first payment is posted. This first payment took place on November 18,2022. After this date, no further contact was made regarding this account. Due to the payment arrangement not being validated the account continued towards the next stage of collections. If the patient needs further assistance please have them contact the Mission Health directly. Thank you

  Customer Answer

  Date: 03/24/2023

   
  I am rejecting this response because:

  As of this date I have not received communication from Mission health regarding a statement or failure of payment.  The only statement received was where it was sent to a debt collector.  When speaking with the Agent on October 19th I voiced this same issue that we did not receive anything and was calling because my wife had a call about it.  Since my wife had numerous procedures from that facility and all were setup I was not tracking to verify all of them went through.  

  As stated the issue is no further communication was sent from mission health in regards to this account by phone or email to prevent where it is at now.  I am not disputing the amount but the lack of processes in place before sending a bill to a debt collector without the client ever receiving a statement or itemized list.  If the business had a process in place, after the payment in November went through, that it was not completed this entire situation would not have occurred.  At this point its creating a hardship which I thought was previously handled.

  As its the ownership of a consumer to handle paying the bill its the business who should have processes in place to communicate lack of payments before sending to collections.

  
  

• Initial Complaint

  Date:02/08/2023

  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.

  In regards to account ************ for service on 11/29/22. This bill is for a specialist *********** with an in-network gastrologist. My son received an x-ray during this visit in the same building (not at a hospital) and we are receiving bills for X-rays asking us to pay over $200. At no point did anyone make us aware that the x-ray wasn't included with the visit as it would be at 95% of doctor ******s. We consented to the xray but do not and did not consent to the separate billing. Had we been properly informed we would have asked for the order and taken the order to ************** Medical where an xray could be performed for only $50.My second problem is, I can go to Mission ********** in ************ and the x-ray is included in the visit. At mission ortho the x-ray is included in the visit. Or, I can go to ************** Medical Center and pay $50 out of pocket. How is it legal Mission to require over $200 for an x-ray and never inform the payment of separate billing. This immediately needs to be rebilled and billed as part of the doctor ****** visit. We will and do refuse to pay anything outside of that visit and we place the responsibility for the bill on the Mission *************. This type of billing non-transparent billing practices should be illegal. This was to be a simple gastro visit for my son and at no point did we agree to an x-ray as an outpatient service nor should it be with it being housed in the same ******. For a doctor's *********** with insurance we are left with nearly $400 in bills with this including an $80 co-pay for the ****** visit.

  Business Response

  Date: 02/14/2023

  We are in receipt of the complaint filed by *********************** and have thoroughly reviewed this matter. Mission Hospital strives to provide excellent customer service and would first like to apologize for any confusion or inconvenience experienced by the complainant. The consent form signed upon admission consents to the treatment that *** be performed during an outpatient episode of care, such as services the complainant is mentioning. Due to the complainant stating no further contact by the business, please provide additional clarification on the matter. If the complainant wishes for the Cease and Desist to be upheld; our offices are legally unable to send any documents or communication. At this time would the complainant like the previously mentioned ***** and Desist to stay in place? If the complainant has questions or concerns about the balance, please have them reach out to their insurance company and/or have them contact Mission Hospital directly. Thank you.

  Customer Answer

  Date: 02/15/2023

   
  I am rejecting this response because:

  The letter stated to quit contacting my wife who is not responsible for my son's medical bills as I am the primary insurance holder for ******. You are more than welcome to contact ***********************. My wife ****** is to never be contacted by your harassing ****************** again. 

  There is no consent signed and if there is it has been forged. Our medical history shows we do not have these procedures done at Mission due to the exponentially high cost. I visited your Ortho offices who referred me for an mri on my neck and I took the order and traveled to TN due to the *** costs a fraction of Mission's costs. We have consented once to Mission's outpatient imaging and that was back in 2015 when charged $300 for an xray and we never have again. 

   

  I will agree to pay a small portion of this bill or Mission can accept $5 a month. Under no certain terms were we informed or ever agreed to these charges. 

  
  

  Business Response

  Date: 02/17/2023

  We are in receipt of the response filed by *********************** and have thoroughly reviewed this matter. Mission strives to provide excellent customer service and once again, we apologize for any confusion or inconvenience experienced by the complainant. With this in mind, we are currently working diligently with our client in reviewing and obtaining documentation for whom signed for services to research the complainants concern. We are requesting additional time to fully research this matter to reach an acceptable resolution. Thank you.

  Customer Answer

  Date: 02/21/2023

  I would need to see the papers as well to compare signatures. Furthermore, I would also want to know if the document was presented to my wife in a way that deceived her as she was filling out stacks of papers in the lobby of the office. Please explain to me how a patient is sent for imaging and before being sent it is not explained verbally that the imaging would be charged as out patient services to allow the patient to determine what their cost would be before the imaging was done. This is a massive failure on HCAs part and I shutter to think how often this is done to other families. My offer still stands, I will gladly pay a more reasonable figure or Mission can accept 5 a mon. It seems we are being stuck with the portion that the facility never receives payment on because those without insurance do not pay their bills so HCA charges and bills for unnecessary tests to punish those who do. We always try to pay what we owe, but being mislead by hospital staff is unacceptable in addition to the outrageous outpatient costs for a simple xray. I have paid the doctors office 160 already for two visits and HCA is wanting another **************************************************** the first place. To pay 80 for a single visit and then another 250 from a family living check to check is ridiculous. This is addition to the 90 miles traveled each time each way. At this point, my offer still stands but if HCA isn't willing to accept that I don't know what to tell them. I would also want to collect infomation of costs to send HCA for billing harassment and correcting their clerical errors and issues from them denying service to my 11 yr old when injured. 

   

   

  
  

• Initial Complaint

  Date:02/06/2023

  Type:Sales and Advertising 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 at Mission ******* in ******, ** on 02/03/2023 for chest pain. An EKG was done and after talking with the Nurse Practitioner, he informed me that other tests needed to be done that would require me going to the *** He stated that he called up to the ** to inform them that I was coming. I was brought to the ** by a nurse. Upon arrival, I was checked in and my vitals were taken in the waiting room that was full of people. While getting my vitals taken, a RN comes out asking me what I am being seen for in the waiting room. I let her know I was sent up here by the physician at ************ Meanwhile I am called for a chest x-ray and brought back to the waiting room. About 30 minutes later, 2 lab techs came into the waiting room and **** my blood. Absolutely no privacy. After getting my blood drawn, I had to sit in that chair afterward because I tend to pass out after giving blood. The lady working the front desk told me to get up out of the chair. The girl who **** my blood explained to her that I might pass out if I stand up. And she replied well I need that chair to check someones blood pressure so please move. Luckily I didn't pass out. After waiting almost 2 hours, I asked the same front desk lady how much longer it would be as several patients that came in after me had already been seen and discharged. She replied that "other people have been waiting 3 hours. We go by the severity of the case." I guess chest pain isn't severe to them?? I then explained to her that I didn't plan on coming here to the ** and *********** sent me up here and she replied with "nobody is forcing you to stay, you can leave whenever." I step outside to call my mom and explain to her what's going on. By the time I got back into the waiting room I had a nurse handing me my discharge paperwork. I never got brought to an exam room, nobody reviewed my labs or x-ray report, nobody even explained to me why I was having chest pain.

  Business Response

  Date: 02/09/2023

  We are in receipt of the complaint filed by *********************** and have thoroughly reviewed this matter. Mission Hospital McDowell strives to provide excellent customer service and would first like to apologize for any confusion or inconvenience experienced by the patient. On 02/07/2023, we entered a quality of care on behalf of the patient for review. Please allow the appropriate time to conduct a review. If the patient requires any further assistance, please have them contact Mission Hospital McDowell directly. Thank you.

  Customer Answer

  Date: 02/09/2023

   
  I don't want to accept anything until I can be assured that I will not have to pay for the ** visit. In their response to me, they were conducting a review and I'm not sure how long that will take. They also said for me to contact Mission Hospital McDowell directly for further assistance which I did the following day on 2/3/23 and I have yet to get a response back. Which is why I reached out to BBB.
  
  

  Business Response

  Date: 02/13/2023

  We are in receipt of the complaint filed by *********************** and have thoroughly reviewed this matter. Mission Hospital McDowell strives to provide excellent customer service and would again like to apologize for any confusion or inconvenience experienced by the patient. As stated in the previous response,we entered a quality of care on behalf of the patient for review. Please allow the appropriate time to conduct a review. If the patient requires any further assistance, please have them contact Mission Hospital McDowell directly. Thank you.

• Initial Complaint

  Date:01/04/2023

  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 had a heart cath on October 4, 2022 performed by ********************* at Mission Hospital in Ashesville **. He determined at that time that they could do no further surgery to help me. When I sought a second opinion upon arriving in *******, the cardiologist here said he thinks there is a possibility that surgery would help with my constant angina. We have attempted to get the disc of the heart cath since Dec 23 only to receive roadblocks and ********** from number to number. this is NOT a cold but a serious heart issue and Mission Hospital will not get a simple disk to me. This delay could cause antoher heart attack, or worse, a fatality.

  Business Response

  Date: 01/06/2023

  We are in receipt of the complaint filed by *********************** and have thoroughly reviewed this matter. Mission Hospital strives to provide excellent customer service and would first like to apologize for any confusion or inconvenience experienced by the patient. On 01/06/2023 a representative from Mission Hospital contacted the patient regarding their concern and a resolution was met. If the patient needs further assistance please reach out to Mission Hospital directly. Thank you.

  Customer Answer

  Date: 01/06/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you.