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

  120 Riverview St Franklin, NC 28734-2612

  
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  Mission Health

  68 Sweeten Creek Rd Asheville, NC 28803-2318

  
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  Mission Health

  428 Biltmore Ave Asheville, NC 28801-4502

  
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  Mission Health

  430 Rankin Dr Marion, NC 28752-6568

  

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:09/29/2022

  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 received multiple bills from **************************** that have not applied my primary health insurance. I had Cigna as secondary and ********** as my primary. I have called numerous times to follow-up and have been told that my BCBS insurance would be applied and new bill would be sent. The bills that I continue to receive do not reflect my primary insurance. Details and dates below:HCA Bills MCA364411 - Statement date: 4/01/2022; Service date: 12/15/2021; Amount: $1774.00 ********** Services Labor Epidural for Planned Vaginal Delivery; Billed to Cigna, not to BCBS Called HCA on 4/11/2022 with BCBS details; was told **** was sent to BCBS at that time and new bill would be sent in ***** days MCA364465 Statement date: 8/17/2022; Service date: 12/16/2021; Amount: $2064.00 ********** Services Emergency conditions, Anes for Cesarean delivery; Billed to Cigna, not to BCBS Received another bill for same account# with the same amount statement date 9/20/2022 Letters from Mission ******************** ************ - Dates of Service 12/21/2021 12/21/2021; Date of letter 3/31/2022 Called Mission 4/11/2022 with BCBS details, was told that **** was sent to BCBS at that time ************ 12/15/2021 12/18/2021; Date of letter 1/13/2022 Called Mission 1/21/2022 with BCBS details, was told that **** was sent to BCBS at that time Received another letter for same account# with same message on 4/14/22 Called Mission again on 4/19/2022 with BCBS details, was again told that **** was sent to BCBS at that time ************ 9/28/2021 9/28/2021; Date of letter 8/29/2022 I contacted Mission Health on 9/12/2022 through their website as well and received no response.

  Business Response

  Date: 10/03/2022

  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. Mission Hospital strives to provide excellent customer service and would first like to apologize for any confusion or inconvenience experienced by the patient. The account in question with Mission Hospital ending in ***** and the date of service of 12/15/2021 to 12/18/2021 is reflecting a $0.00 balance at this time. It appears that this account was billed to ********** Blue Shield as the primary and Cigna as the secondary. The other account in question with Mission Hospital ending in ***** and the date of service of 09/28/2021 has been sent for review and we have added the patients insurance, ********** Blue Shield to be billed as the primary and Cigna as the secondary. We have requested that it be billed. Please allow the appropriate time for this to process. If the patient needs further assistance please have them contact Mission Hospital directly. Thank you.

   

  Thank You,

   

  CSO Compliance

  Customer Answer

  Date: 10/03/2022

   
  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,
  
  *****************************

  Customer Answer

  Date: 01/03/2023

   
  I am rejecting this response because:Complaint filed with BBB on 9/30/2022. HCA responded on 10/3/2022 that they would resolve the error and would submit the claim to the correct insurance ************* I have continued to receive bills since then that have not been submitted to the correct insurance. HCA Bills MCA364411 - Statement date: 4/01/2022; Service date: 12/15/2021; Amount: $1774.00 ********** Services Labor Epidural for Planned Vaginal Delivery; Billed to Cigna, not to BCBS Called HCA on 4/11/2022 with BCBS details; was told **** was sent to BCBS at that time and new bill would be sent in ***** days MCA364465 Statement date: 8/17/2022; Service date: 12/16/2021; Amount: $2064.00 ********** Services Emergency conditions, Anes for Cesarean delivery; Billed to Cigna, not to BCBS Received another bill for same account# with the same amount statement date 9/20/2022 Received another bill for same account# with the same amount statement date 10/26/2022 Received another bill for same account# with the same amount statement date 12/14/2022 Letters from Mission Account #s & Details ************ - Dates of Service 12/21/2021 12/21/2021; Date of letter 3/31/2022 Called Mission 4/11/2022 with BCBS details, was told that **** was sent to BCBS at that time ************ 12/15/2021 12/18/2021; Date of letter 1/13/2022 Called Mission 1/21/2022 with BCBS details, was told that **** was sent to BCBS at that time Received another letter for same account# with same message on 4/14/22 Called Mission 4/19/2022 with BCBS details, was again told that **** was sent to BCBS at that time ************ 9/28/2021 9/28/2021; Date of letter 8/29/2022
  
  

  Business Response

  Date: 01/05/2023

  We are in receipt of the complaint filed by ***************************** and have thoroughly reviewed this matter. We again would like to apologize for any confusion or inconvenience experienced by the patient. The account in question with Mission Hospital ending in ***** and the date of service of 12/15/2021 to 12/18/2021 is reflecting a $0.00 balance at this time.The account in question with Mission Hospital ending in ***** and the date of service of 12/21/2021 is reflecting a $0.00 balance at this time. The account in question with Mission Hospital ending in ***** and the date of service of 09/28/2021 is pending review by insurance. Please allow the appropriate time for this to be processed. At this time, we do not show that any correspondence has been sent from Mission Hospital regarding these accounts since the previous response to the patients complaint. As for the other accounts mentioned in the complaint, those accounts are not with Mission Hospital, and Mission Hospital is unable to provide any information pertaining to those accounts. We would advise the patient to follow up using the contact information provided on those statements. If the patient needs further assistance please have them contact Mission Hospital directly. Thank you. 

• Initial Complaint

  Date:09/12/2022

  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 am writing in regards to a refusal of treatment by Mission MyCare Now in ********* ** on 8/19/2022 shortly before 5:30 PM. My son, ******, had a fish hook lodge into his finger and would not come out. Knowing an urgent care would be our best bet based on our plans ** expenses, we drove to MyCare Now. We noticed they closed at 6pm and I checked the time and we had arrived about 5:25pm. Walking in I was greeted by the front secretary who stated, sorry we are at capacity and directed us to the hospital. I turned and looked into the parking lot and noticed 2-3 cars and again saw the office hours with them closing in 30 mins on a Friday. My son in tears and freaking out because he took this as it cant be removed. I explained to her we could not afford the ** costs and while it needed removed this was not an ** visit event. She was unwavering with an 11 year old in pain and tears as she refused us. I was livid and left without saying a word and drove my son to Mountain Lakes Medical Center in *******, ** who had removed the hook within 15 minutes of our arrival. I did not visit the Mission ** at Angel Medical based on the unprofessional treatment we had just received. I do not blame the front secretary as I believe she was only doing what she was told to due by the doctors on staff. We received great treatment at Mountain Lakes Medical, however, due to ** costs and the refusal of treatment by Mission MyCare now, we were left with a $1,005.93 bill instead of an ** copay. I will absolutely pay anything to get my son the care he needs but knowing they could have easily treated him is extremely upsetting. It is my opinions these actions are selfish, immoral, unethical, and reprehensible. I tried my best to let this go and sat on it and became more upset the more I thought about it. In my opinion, Mission Hospital should be responsible for the difference in the charges for myself and for what the visit cost my insurance plan vs what the urgent care visit would have

  Business Response

  Date: 09/12/2022

  We are in receipt of the complaint filed by *********************** and have thoroughly reviewed this matter. Mission My Care Now strives to provide excellent customer service and would first like to apologize for any confusion or inconvenience experienced by the patient. At this time, we are not able to locate an account with the information provided. If the complainant wishes to provide additional information such as the account number, we would be happy to review the matter further. Thank you. 

  Customer Answer

  Date: 09/12/2022

   
  Complaint: 18012773
  
  I am rejecting this response because:

  This issue is telling me they did not even read the complaint. We walked in and were refused service. How would I have an account number? 

  I have visited in the past myself, ************************* **** DOB 11/27/1982. ****** ***************** would have been the patient with a birthdate of 1/21/2011. 

  This entire issue is Mission refused to even see my child and have apparently even refused to understand or read the complaint. 

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

  Business Response

  Date: 09/15/2022

  We are in receipt of the complaint filed by *********************** and have thoroughly reviewed this matter. Mission Hospitals vision, mission, and core values are to heal our patients, care for every person, and improve the health of our entire region. First and foremost, we would like to apologize the patients experience was not elevated to meet our sole mission and values. We strive to provide excellent care and services to ALL patients who walk through our doors. Although, the patient feels this was not achieved, we appreciate the concern being brought to our attention so we can continue to enhance services provided to all. At this time, we have communicated this experience to the Care Now location stated in the complaint and ask the patient allow the appropriate time for review. Thank You. 

  Customer Answer

  Date: 09/30/2022

   
  Complaint: 18012773
  
  I am rejecting this response because:

  I have reached out to Mission and left messages and still haven't heard anything from them. 

  Also, attached are the EOBs that were received due to failure to see or treat. Had they seen my son as they should have, it would have cost us $10. These bills total over $1000. 
  

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

  Business Response

  Date: 10/03/2022

  We are in receipt of the complaint filed by *********************** and have thoroughly reviewed this matter. As stated in a previous response, Mission Hospital strives to provide patient care as a top priority and would first like to apologize for any confusion or inconvenience experienced by the patient. A representative from Mission Hospital reached out to the complainant to discuss the concerns stated in the complaint and successful contact was made. If the complainant needs further assistance please have them contact Mission Hospital directly. Thank you. 

  Customer Answer

  Date: 03/29/2023

   
  I am rejecting this response because:

  Mission My Care Now (****** was the representative), contacted me back in late October and admitted the doctor was as fault and instructed his receptionist to turn any patients away and state they were full. There was a promise to make it right which I assumed was them taking care of the $1000 bill they cost me due to their actions yet I am still receiving bills and they will not respond to calls or certified mail. 

  
  
  

  Business Response

  Date: 03/31/2023

  We are in receipt of the complaint filed by *********************** and have thoroughly reviewed this matter. As stated in a previous response,Mission My Care Now strives to provide patient care as a top priority and would first like to apologize for any confusion or inconvenience experienced by the patient. On September 30, 2022, a representative from Mission My Care Now spoke to the complainant regarding their concern and the complainant was advised why the patient was unable to be seen. The representative did not advise that the balance referenced by the complainant would be taken care of by Mission My Care Now.  If the complainant needs further assistance, please have them contact Mission My Care Now directly. Thank you.   

• Initial Complaint

  Date:09/08/2022

  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 Sept 7 2022 we received a bill from Medicredit saying we owe $50.00 from August 11, 2022. We were not in town then. Also, the office has our insurance information. They have been charging us for a hospital visit.My daughter has been seeing a doctor for Scholosis. She has not been given a room or a bed but I have paid two bills $401.00 for hospital visits and two bills $41.37 for doctor part. Then today I get past due on what the copay was for. This is not correct. How can they charge for hospital visit and a co pay?

  Business Response

  Date: 09/09/2022

  We are in receipt of the complaint filed by ************************* and have thoroughly reviewed this matter. Mission Childrens Specialists strives to provide excellent customer service and would first like to apologize for any confusion or inconvenience experienced by the patient. The statement attached by the complainant references a $50.00 balance billed by Medicredit. The nature of this charge is regarding a co-payment from a date of service on 04/07/2022. We have requested that an itemized statement be mailed to the address listed on file for further clarification. In regards to any questions for additional balance the complainant may have questions about, please have them provide additional information including account numbers in order to review this matter further. If the complainant needs further assistance please have them contact Mission Childrens Specialists directly. Thank You.

• Initial Complaint

  Date:07/29/2022

  Type:Order 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.

  Mission Hospital asked for payment up front because they did not think my insurance would cover the surgery I needed. They filed the insurance, and it did cover it. They were paid months amonths ago. They admit that they owe me an $11,900, but I have gotten no response when I've asked for a timetable. I've called numerous times and always told that it is pending. Surgery was in January and they were paid by April. Today is July 28th.

  Business Response

  Date: 08/01/2022

  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.  We are currently working to resolve the patients concern. We are requesting additional time to fully research this matter to reach an acceptable resolution. Thank you.