Business Profile

Hospital

Atrium Health

Complaints

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

Customer Complaints Summary

159 total complaints in the last 3 years.
38 complaints closed in the last 12 months.

If you've experienced an issue

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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:05/17/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I went to Atrium in ************* NC and did not receive any services instead what I got in the emergency department from the *** was a statement , I bet if I were able to help you right now I would be given a golden star and I would be the bestes person ever I understand that you are sick but there is nothing we can do unless this continues for a month or longer what is it do you want me to do and repated the question several times until I finally anwered and said not a G **** thing and as I was leaving I was ask for payment sorry I owe them not a dime they did not check my temp they did not even look down my throat the only thing I received was someone down talking me I will never recommend anyone to go to that facility ever drs are not drs in there anymore . There facility was dirty and rude never again.
Business Response
Date: 05/20/2025
BBB of ***********************

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

Matthews, ********

May 19, 2025

To whom it may concern:

I am writing in response to the email you sent regarding Atrium Health on 5/19/2025. We appreciate your willingness to take the time to communicate your concerns on behalf of SHEILA SMITH BBB Case #********.

Atrium Health is dedicated to providing our patients with excellent healthcare and being mindful of the cost of care. We appreciate the opportunity to investigate and resolve these concerns. You will be notified upon the resolution of this case.

In the meantime, please do not hesitate to contact me with any questions.

Sincerely,

Customer Care
***********************************************************************
************
Initial Complaint
Date:05/14/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On Oct 31, 2024 my provider sent orders for a *** to Atrium Health Carolinas *************** On Jan 04, 2025 I went in to have this ***. I made the decision to pay $200.00 as an upfront payment (this wasn't required of me). I received a notification after insurance was filed stating the service wasn't covered as I don't have that benefit under my plan. This was never mentioned to me. I was never provided a good faith estimate. I have been told this would be my responsibility and this is suppose to go to collections in the next few weeks. The following is what I have done to try and resolve this issue but no resolution, I have been told I have to pay the balance. I have contacted my insurance Aetna, tried to appeal the denial but it was upheld. I spoke with Atrium customer service, sent several mychart messages to Atrium customer service with no response. I also have now received a bill from Charlotte Radiology for the specialist who read the *** and that company also told me it would be my responsibility. I spoke of the No Surprise Billing Act but mentioning it hasn't helped. I would like for these bills to be adjusted as I was never made aware my benefits would not cover my procedures or I would have went elsewhere. I also believe I should be refunded the $200.00 I paid upfront since these charges should be written off due to negligence on the hospital side and not informed their patient (me).
Business Response
Date: 05/14/2025
Acknowledgement letter attached. CM
Initial Complaint
Date:05/01/2025
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.
I was added as personal guarantor to an unknown individual/patient to me. I have called Atrium Health Billing and spoke with a lady named ***** @ ************ twice, and explained the situation and she stated she escalated my issue but has not been resolved. I have also called their centralized billing customer service area with no results. I also spoke with ******** - office manager at ********** Family Physicians - @ ************, who stated she will try to get it fixed. I have filed a ***** complaint with the US ***** of Health and Human Svcs > office for civil rights, due to concerns of my medical and personal information being shared with that unknown individual/patient. I currently have a $172.00 bill outstanding with that unknown individual listed as the patient and me as guarantor. I am requesting my name to be deleted as guarantor off that $172 bill, as I have no idea who this patient is.
Business Response
Date: 05/06/2025
Letter attached. CM
Customer Answer
Date: 05/06/2025

I am rejecting this response because:
No resolution has been provided by Atrium. My personal information mightve been shared with an unknown individual going against ***** and other medical regulations aside from the fact that I still show as guarantor on someone elses medical bill.
Business Response
Date: 05/29/2025
Our ****************** has taken care of their portion of the complaint. Privacy has opened their own case and it is currently under investigation. I sent them an email asking for an update. Thanks, and have a great day!
Customer Answer
Date: 05/29/2025

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.
Initial Complaint
Date:04/17/2025
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.
Im an on going patient with a terminal illness so charges can be greater than for most. When a mistake is made through billing code errors the incident automatically goes to their review team for further scrutiny once its processed through insurance and denied. Everyone seems to get 30 days to process at either end of the spectrum between provider and insurance so two months is usually the going rate before patients begin to see their actual payout on claims, this of course is when there are no issues. If it gets denied, same thing occurs making it 4 months or later depending on how long their review team takes to correct the issue. I havent paid for charges accrued for the first 2 months of the year due to errors in coding yet Im already being charged for March and now soon will be April which I refuse to pay on at this point. What this does however is cause issues with any other physicians I may need to see due to copays expected when by now I should have already reached my max payout for the year and this happens every year. Ive neither the time nor the patience for such negligence as Im always told that they have so many more patients in which to deal with which make me believe Im not the only one dealing with this issue even though most people just pay a bill when they see it. My suggestion is you keep track of every visit and charge as theyre created and received by your insurance then compare them to what you see when finally charged. My only concern is they have the audacity to turn unpaid charges over to collection after 4 months. This is totally unacceptable and terminally ill patients should not have to deal with such stress although it seems as if they dont really care as long as they get the money they expect in the end. In closing Id just like to say that all Im trying to do is handle my responsibility by paying my bills on time and they dont seem to care even though its all about the money. Very poor billing operation in my opinion.
Business Response
Date: 04/17/2025
Acknowledgement letter attached. CM
Initial Complaint
Date:04/13/2025
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 blood work done at an Atrium Health Facility at the advice of my doctor. Date of service was 6/10/24. Atrium Health is charging me $923 for simple blood work. Blood work I have done a hundred times in my life and several times since then and have paid no more than $20. I was informed by my insurance provider that the Atrium Health applied the incorrect coding for blood work. I have talked to more than a half dozen individuals at the Atrium Health *************** and explained what my insurance provide told me but they refuse to change the coding or reduce the amount. They threatened to send me to collections and ruin my credit, so I had no choice but to pay this obscene amount.
Business Response
Date: 04/14/2025
Acknowledgement letter attached. CM
Customer Answer
Date: 04/14/2025

I am rejecting this response because: Because this was just an acknowledgement letter that they received the complaint. No action or compromise was offered.

Business Response
Date: 05/02/2025
This has been addressed and closed. The complainant's bill has been reduced from $923 to $39.25. He was contacted on 4/23 and advised of this, and was also told to allow up to 45 days for the new bill to be issued. Thanks, and have a great day!
Initial Complaint
Date:04/09/2025
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 got a phone call from my daughter from school at 3:10 pm 4/8. She was crying. She stated that the athletic director told her she seen a note in her atrium record from an urgent care visit on Sunday 4/6 and she was not allowed to play in todays game.On Thursday, 4/3, my daughter was cleated in warm *** before her game. So by Sunday my daughter seen bruising. I text our private PT person and ask her what she thought was best to do. She asked me if I would like to be seen that day. But suggested to just go have an x-ray to rule anything bad out. Since my daughter had a catastrophic injury almost a year ago to same foot. So we went to an atrium urgent care. The ** there was great. He said **** looked great and he didnt see anything fractured or broken. Radiologist came back and also said the same thing. He told us just to rest, keep icing, and take anti-inflammatory if needed. He also wrote a note to be out of PE and sports if it was ********* when I got that phone call today and she was crying on the phone I was really confused. She did not turn the note in because she wasnt in terrible pain. But was just a little sore, the athletic trainer at our high school access her records and seen a note from the doctor. She is an employee of atrium. There was no need for this to become what it has become. My daughter missed a game because of an atrium HIPAA violation. I have spoke to the atrium urgent care that we were seen in on Sunday, Ive also spoke to the compliance department at atrium. All employees thus far cannot believe that this happened and everyone that Ive spoken to at atrium said it is illegal for what she did and it is grounds for termination. The lady I spoke with in the compliance department today told me that she would escalate this and it would be investigated tomorrow. But my blood pressure is still boiling over this, to know that an athletic trainer that works for the school can easily access her personal information.
Business Response
Date: 04/10/2025
BBB of ***********************

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

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

Apr 10, 2025

To whom it may concern:

I am writing in response to the email you sent regarding Atrium Health on 4/9/2025. We appreciate your willingness to take the time to communicate your concerns on behalf of KARMIN BACHNIK BBB Case #********.

Atrium Health is dedicated to providing our patients with excellent healthcare and being mindful of the cost of care. We appreciate the opportunity to investigate and resolve these concerns. You will be notified upon the resolution of this case.

In the meantime, please do not hesitate to contact me with any questions.

Sincerely,

Customer Care
***********************************************************************
************
Customer Answer
Date: 04/10/2025

I am rejecting this response because:
Its doesnt give anything other than they will review. No true answers. Very generic and basic first spot.
Business Response
Date: 04/25/2025
This was investigated and closed. The complainant was notified.
Initial Complaint
Date:04/07/2025
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.
Account number- *********** for Date of service 11/11/24. Billing party Atrium used the following incorrect information resulting in insurance denial. 1. Wrong name 2. Wrong Date of birth. My husbandsName and DOB were used for the claim This has resulted in claim denial and hours lost on the phone with atrium to resolve this issue. This issue can only be corrected by atrium. Refilling the claim with the PROPER patient information. Would like an explanation of how patient information was swapped/incorrectly entered. Questionable Patient information integrity As I am a 34 yr female. My husband is a 38 yr. male. Please stop sending letters for payment or pending insurance until Atrium has corrected their mistake.
Business Response
Date: 04/10/2025
Apr 10, 2025

Better Business Bureau of Southern Piedmont

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

Matthews, NC 28105

Consumer: LAUREN BURNS

Case #********.

To whom it may concern:

I am writing in response to the email you sent to Atrium Health on 4/7/2025. We appreciate your willingness to take the time to communicate your concerns on behalf of LAUREN BURNS BBB Case #********.

We have completed our investigation of the concerns regarding the recent experience at Atrium Health. The complaint has been addressed with the complainant and resolved as of 4/10/2025.

For additional questions or concerns, please reference my contact information below.

Sincerely,

Customer Care
***********************************************************************
************
Customer Answer
Date: 04/11/2025

I am rejecting this response because:
The response give did NOT address the 2 issues addressed in the complaint.

-Was the Name on the claim refiled with the correct patient name, and my husbands name removed. My husband was NOT the patient.

-Was the Date of Birth on the claim refiled with the correct patient Date of Birth, and my husbands Date of Birth removed. My husband was NOT the patient.
Response provided.
We have conducted a thorough review of the account balance associated with your visit and determined that either a change has been made or we have had to forward your account to another area for review.

Business Response
Date: 04/15/2025
Apr 10, 2025

Better Business Bureau of Southern Piedmont

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

Matthews, NC 28105

Consumer: LAUREN BURNS

Case #********.

To whom it may concern:

I am writing in response to the email you sent to Atrium Health on 4/7/2025. We appreciate your willingness to take the time to communicate your concerns on behalf of LAUREN BURNS BBB Case #********.

We have completed our investigation of the concerns regarding the recent experience at Atrium Health. The complaint has been addressed with the complainant and resolved as of 4/10/2025.

For additional questions or concerns, please reference my contact information below.

Sincerely,

Customer Care
***********************************************************************
************
Initial Complaint
Date:04/04/2025
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.
My PRIMARY INS is ******** they pay 80% MY SECONDARY INS is TRICARE they pay the remaining 20%- I Have NO other 3rd party insurance. I have received no less than 40 calls and 10 letters that the previous stated 3 facts solve all issues. Please do your job and submit correctly.
Business Response
Date: 04/07/2025
Acknowledgement letter attached. CM
Customer Answer
Date: 04/07/2025

I am rejecting this response because:
The response was an email auto reply that provided no resolution and designed to trick people into having their case closed.

Business Response
Date: 04/15/2025
Please see attached business response.
Initial Complaint
Date:04/04/2025
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.
Had stitches taken out , a week later my ring finger on left hand swelled up. I went back, they gave each other a look. A week later, i lost ability to walk , numerous swollen joints, they didn't listen to me and pretty much called me crazy . Their negligence literally ruined my life. I can no longer work , can't walk down stairs,
Business Response
Date: 04/07/2025
Acknowledgement letter attached. CM
Initial Complaint
Date:03/19/2025
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 Just moved from *******, ** to ***************, **. I had my physical exam done through Atrium. Usually physical exam doesn't cost you anything and Insurance covers the physical exam, later Atrium charged my ******. I inquired about this amount and they told me that it was first patient visit and I wasn't aware of this charge and nobody told me that it will cost me.Physical exam is covered by Insurance and I shouldn't be paying this amount.
Business Response
Date: 03/20/2025
BBB of ***********************

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

Matthews, NC 28105

Mar 20, 2025

To whom it may concern:

I am writing in response to the email you sent regarding Atrium Health on 3/20/2025. We appreciate your willingness to take the time to communicate your concerns on behalf of SHERAZ SYED BBB Case #********.

Atrium Health is dedicated to providing our patients with excellent healthcare and being mindful of the cost of care. We appreciate the opportunity to investigate and resolve these concerns. You will be notified upon the resolution of this case.

In the meantime, please do not hesitate to contact me with any questions.

Sincerely,

Customer Care
***********************************************************************
************
Customer Answer
Date: 03/22/2025

I am rejecting this response because: They are still investigating.

Business Response
Date: 04/07/2025
Resolution letter attached. CM
Customer Answer
Date: 04/07/2025

I am rejecting this response because: The business didn't provide any satisfactory response. They sent me the bill without my approval. I went there only for physical. I asked question to the ** regarding my health and ** charged me for asking question. The ** should have told that it won't be covered under physical exam so I could have make another appointment with **.

Thanks,
****** ****
**************

Business Response
Date: 04/15/2025
Please see attached.
Customer Answer
Date: 04/15/2025

I am rejecting this response because: The complaint has not addressed and has not resolved.

Business Response
Date: 04/15/2025
Please see attached business response.
Customer Answer
Date: 04/15/2025

I am rejecting this response because: it is not resolved so business needs to adjust the billing.

Business Response
Date: 04/23/2025
****** **** disagrees with the outcome of the resolution. However, the investigation has been completed and the resolution stands.

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