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

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:07/21/2023
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I received a bill for $133 in December 2022. I sent Atrium a check for the full amount but they said they did not receive the payment and threatened to send it to collections so I paid it again on February 11, 2023 via credit card. I then called my bank to trace the original check that was sent in December and learned that the check was cashed by someone at Atrium. I have made several calls and even submitted inquiries online have not gotten a response other than saying I have a zero balance on my account. ********************** owes me $133.00 for the check that was cashed on 12/9/22 as this was not credited to my account.
Business Response
Date: 07/21/2023
Better Business Bureau of Southern Piedmont

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

********, ** 28205

Jul 21, 2023

Consumer: **************************************

Case # 20353492

To whom it may ************
*************** to your email sent to Atrium Health on 7/21/2023. We are investigating your concerns and will contact you on or before August 21, 2023.

Atrium Health is dedicated to providing our patients with excellent healthcare and being mindful of the cost of care. Please know that your feedback is important to us, and we appreciate the opportunity to investigate and resolve these concerns.

Atrium Health wants to continue to be your hospital of choice, and I apologize we did not meet your expectations.

Sincerely,

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

Sr. Patient Experience Consultant

Atrium Health

P.O. Box 32861

Charlotte ** 28232

Phone: ************

Customer Answer
Date: 07/21/2023

I am rejecting this response because: The billing department responded to the 2nd message that I submitted in their portal. The response was the same as before that I do not show a balance on my account. The reason I do not show a balance on my account is because they owe me. The check that I paid on December 12, 2022 was cashed, but not applied to my account I have sent them a copy of, the paycheck and all the other evidence they need but they continue to respond the same way that I do not have a balance on my account. They need to explain what happened to the check that was cashed on December 9 whose account did those funds get applied to? if they apply those funds to my account they will see that my account has been over paid by that exact amount. I have been calling, emailing, and sending messages via the portal since December of last year regarding this issue so I will not close. This complaint until the issue is resolved and the $133 that I paid in December 2022 is returned.

Business Response
Date: 08/04/2023
Patient was notified by AHPA that research is being done to locate missing payment and to allow **** days for a response.
Customer Answer
Date: 08/05/2023

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. Furthermore, the business has acknowledged the overpayment and returned the $133 dollars to my account.

Thank you.
Initial Complaint
Date:07/14/2023
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have just received another bill for $2,704.49 regarding an iron infusion stating my account is going to collections. I had previously worked with a Atriums Patient Advocate and was instructed to let the appeal process take place. I have done that to no avail. I do not believe I owe this bill. Please note that we had reached our insurance deductible and out-of-pocket maximum several months prior to the incidents referenced below.Simply put, I was told that my infusions (August 29, 2022, September 7 & 12, 2022) had received Prior Authorization. I even went so far as to call the physicians office the afternoon prior to my appointment to confirm the PA had been received and was told by a nurse, I was good to go. This is documented in Visit Notes attached to a Telephone Visit for ************************ on August 26. 2022. I know it is procedure for nurses to confirm with patients prior to infusions any potential charges that *** be due prior to beginning infusions. This did not happen. I reached out via chat on December 8, 2022 and I was told that there was a prior authorization approving the treatments. I asked for documentation of that prior authorization confirming approval of the treatments and have yet to receive it. On December 9, 2022 I was referred to a patient advocate/financial navigator who has assisted me in the Appeal Process, but I am still convinced that this is not my responsibility.I understand that insurance is a shared responsibility; and that Dr. *********** team at Levine should obtain prior authorization and/or alert me prior to treatment if there is any issue with the Prior Authorization and this did not happen. I also understand that Prior Authorization doesnt mean that they will pay for the treatment. Historically when a Prior Authorization has been in place, these treatments have been fully covered.I trust that Atrium will do the right thing and adjust my accounts for August and September 2022.
Business Response
Date: 07/14/2023
Better Business Bureau of Southern Piedmont

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

********, ** 28205

Jul 14, 2023

Consumer: ******************************

Case #********

To whom it may ************
*************** to your email sent to Atrium Health on 7/14/2023. We are investigating your concerns and will contact you on or before August 14, 2023.

Atrium Health is dedicated to providing our patients with excellent healthcare and being mindful of the cost of care. Please know that your feedback is important to us, and we appreciate the opportunity to investigate and resolve these concerns.

Atrium Health wants to continue to be your hospital of choice, and I apologize we did not meet your expectations.

Sincerely,

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

Sr. Patient Experience Consultant

Atrium Health

P.O. Box 32861

Charlotte ** 28232

Phone: ************

Customer Answer
Date: 07/14/2023

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.
Initial Complaint
Date:07/05/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have had several problems with Atrium, i have authorized my psychiatrist to talk to my mother , and they havent done so. I have had several problems with management .
Business Response
Date: 07/06/2023
Letter attached. CM
Initial Complaint
Date:06/23/2023
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 son *********************** was seen at atrium health surgical in December of last year for a consult for a pilonidal cyst removal. I was told at this appointment if I paid $218.72. I probably wouldnt owe anything else for the surgery. I paid that amount in the the office on 1/27/23 I have my bank statement where it shows I paid it. And they have yet to apply the $218.72 to the account. I have contacted them multiple times about this problem and it still has not been corrected.
Business Response
Date: 06/23/2023
Better Business Bureau of *****************

******************************************** 300

********, ** 28205

Jun 23, 2023

Consumer: ******************************

Case #********

To whom it may ************
I am responding to your email sent to Atrium Health on 6/23/2023. We are investigating your concerns and will contact you on or before July 23, 2023.

Atrium Health is dedicated to providing our patients with excellent healthcare and being mindful of the cost of care. Please know that your feedback is important to us, and we appreciate the opportunity to investigate and resolve these concerns.

Atrium Health wants to continue to be your hospital of choice, and I apologize we did not meet your expectations.

Sincerely,

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

Sr. Patient Experience Consultant

Atrium Health

P.O. Box 32861

Charlotte ** 28232

Phone: ************
Initial Complaint
Date:06/12/2023
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Reference Responsible Person # ********* (Account #************. I received an outstanding bill of $1050.00 from Atrium Health for surgery that was performed on 03/30/2023 at Atrium Health Mercy. Upon reviewing the billing statement, AH (Atrium Health) published that $61,250.27 was the total amount billed and submitted to my insurance company BCBS *********** Blue Shield - CareFirst). I contacted BCBS by phone on (2) separate occasions to receive an explanation of benefits and to determine the specific items or expenses that were denied or not covered from this surgery. On both occasions, I was told by the representatives of BCBS that all expenses were 100% covered with zero patient liability. Furthermore, both BCBS reps advised that the total bill submitted to them was $58,076.52 and not the $61,250.27 that was published on AH's billing statement/summary. Both BCBS reps also contacted the AH billing department in order to determine why I was being charged an outstanding balance when all expenses submitted to them were covered. No one from AH was able to explain this discrepancy and an inquiry was initiated. On June 8, 2023, I received a letter from ** stating that the inquiry was completed and that I still owed a balance of $1050 with no further explanation or information. I have messaged and contacted AH several times regarding this matter and have yet to receive any type of explanation. The billing statement is clearly false and inaccurate. $61,250.27 was not in fact the total amount that was billed and submitted to BCBS. No one at AH billing as been helpful or has made any attempt to answer my questions regarding this matter. If BCBS covered all expenses 100%, then what hospital expenses am I being charged for and were they ever submitted to insurance? Also, why is there a clear discrepancy between the total amount billed to insurance that AH is publishing and the figure that BCBS actually received from them? Thank you.
Business Response
Date: 06/19/2023
Jun 19, 2023

Better Business Bureau of *****************

******************************************** 300

********, ** 28105

Consumer: ROMAND SCHMUCK

Case #: 20170678

To whom it may concern:

I am writing in response to the email you sent to Atrium Health on 6/12/2023. We appreciate your willingness to take the time to communicate your concerns on behalf of ROMAND SCHMUCK BBB Case #20170678

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 Jun 19, 2023.

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

Sincerely,

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

Patient Experience Consultant

Atrium Health

P.O. Box 32861

Charlotte, ** 28232

Phone: ************
Customer Answer
Date: 06/20/2023

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.
Initial Complaint
Date:06/09/2023
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 April 21, 2023, I went to Carolina Rehab Physical Therapy for an evaluation at the University City facility. The assessment of my left shoulder didnt take more than one hour. This office billed my insurance $543; the insurance BCBS paid $285 and Ill have to pay $258. The problem with this is that Carolina Rehab consider my assessment outpatient instead of office visit. I totally disagree with the term outpatient which is applied to An individual (patient) who receives healthcare services (such as surgery) on an outpatient basis, meaning they do not stay overnight in a hospital or inpatient facility. I didnt receive any treatment that would be consider surgery or procedure (like a colonoscopy, endoscopy, etc.), all I received was an assessment and a list of exercises to do at home.Carolina Rehab is misrepresenting the concept of outpatient to take advantage of people. NO ONE explained to me on April 21, 2023, that my visit would be considered outpatient and that I was going to pay half of the charges. Not only that, when I asked the staff member at the receptions that I wanted to pay my deductible, she said no, you will receive a bill in the mail she didnt mention anything about the amount of the bill. If I had known about these charges as outpatient, I would have gone somewhere else. Did I sign some papers mentioning this? I dont know, maybe I did, but when patients are in pain, they just want to see someone, and they sign anything that people put in front of them. My insurance company will pay benefits based on how this facility files claims. This is not a very honest way to treat patients, by hiding the real cost and vocabulary used by this facility to bill insurance companies. When I talked to a representative on June 8, 2023, she said that the company wouldnt change the term outpatient for office visit, end of the conversation.I had to cancel my physical therapy after my surgery on May 17 because of the 'outpatient" term.
Business Response
Date: 06/19/2023
Better Business Bureau of *****************

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

********, ** 28205

Jun 19, 2023

Consumer: *********************** *************************

Case # 20164654

To whom it may *******************
*************** to your email sent to Atrium Health on 6/18/2023. We are investigating your concerns and will contact you on or before Wednesday July 19, 2023.

Atrium Health is dedicated to providing our patients with excellent healthcare and being mindful of the cost of care. Please know that your feedback is important to us, and we appreciate the opportunity to investigate and resolve these concerns.

Atrium Health wants to continue to be your hospital of choice, and I apologize we did not meet your expectations.

Sincerely,

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

Sr. Patient Experience Consultant

Atrium Health

P.O. Box 32861

Charlotte ** 28232

Phone: ************

Customer Answer
Date: 06/19/2023

I am rejecting this response because: I'd like to wait for Atrium Health to resolve this issue completely before I can accept their decision.

Thank you

Business Response
Date: 06/23/2023
This has been resolved. The facility tried to reach him by phone on many occasions and he did not answer. A letter with the results of the investigation was mailed to him on 6/20.
*******************
Team Leader
Initial Complaint
Date:06/07/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was transported to the Atrium ********* ** on 4/13/2023 by ambulance after falling from my scooter and being unconscious for 5 minutes. I was put in a wheelchair when I arrived and made to wait in the lobby, which was full of patients. After waiting for about an hour, blood was drawn and I was told I would receive an IV with anti nausea medication. An IV receptacle was inserted in my arm. About an hour later, I was taken for a CT scan then sent back to the lobby, where I waited for a total of about 8 hours with no contact with a doctor or an ETA on seeing one. No one gave me CT results. Eventually, the Ct results were visible on the portal and indicated that I had no bleed. My friend and I grew increasingly frustrated, and he took me home to rest since it appeared I would not see a doctor ******* soon. It was after midnight when we left the *** The ** charged me over $5000 for ** for 2 days. I necker saw a doctor or even got an ** bed. I was in the waiting room lobby the entire time, The way they billed me is clearly fraud. My insurance automatically paid its portion and Ayrium wants me to pay the rest, which is about $2000. Had they not up-coded me, the bill would not be this high and I would not owe this much. This is FRAUD. I complained to ****** in the Atrium billing department and havent heard back other than continually getting messages that I need to pay the balance. This is not only a billing issue, but it was medical neglect. I was voting in the lobby and dizzy with a level 4 concussion. I am almost 60 years old and received no compassion or care. This is truly appalling. Please help. me.
Business Response
Date: 06/20/2023
Resolution letter attached. CM
Customer Answer
Date: 06/21/2023

I am rejecting this response because:
Nothing was resolved as of 6/12/2023. Atrium has had no discussion with me about he matter. Atrium issued an administrative credit of ******* on 6/14/2023 (see attached message) but gave no explanation of how they calculated this amount. Please see my reply to Atrium that asks for an explanation and states that I feel they should reverse the 4/14 duplicate ER charges. They did not reply to me.

Business Response
Date: 06/23/2023
They have attempted on many occasions to reach ***************** and left messages with a return number to call. A letter was sent to her detailing the findings and resolution. There is no more to investigate on this case.
Initial Complaint
Date:06/05/2023
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 FULLY completed paying my radiology bill balance on 5/18/2023 and here is the note from *****************************************************************************: (***** ***********************)Patients included: You Amount Due $0.00 Last paid: $768.87 on 5/18/2023 This information was pulled from Atrium's website at 1:04 PM Sunday June 4th, and Atrium ALSO sent me a paper bill saying I still owed for this amount. I believe that I should NOT receive a text message to my phone saying I still owe for this bill 17 DAYS after I paid in FULL using my credit card.
Business Response
Date: 06/22/2023
Resolution attached. CM
Initial Complaint
Date:05/30/2023
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 brought my infant for an appointment on 5/29/2022. At this time we were both insured by Anthem. The office had that insurance on file at the time of the visit. On June 1 I changed insurance carriers and for my infants next visit I brought that insurance to put on file. In February 2023 I finally got a bill for that 5/29/2022 visit and a claim had not been submitted to Anthem. I was charged as an uninsured patient. I reached out to Atrium billing and they requested that I have Anthem reach out to have the claim submitted and to verify coverage. When Anthem reached out the Atrium billing department advised them the claim was older than 6 months so it could not be applied against insurance. Atrium did not even bill me until after the 6 month period. This is fraudulent behavior. How was I supposed to know that my insurance that I had on file was not appropriately billed? Since Ive requested to reopen the claim Atrium has stopped responding to any communications. I have reached out 6 times with no responses. Im extremely disappointed in the customer service and overall performance of Atrium billing. I had insurance, it was not appropriately submitted by Atrium and they will not make it right.
Business Response
Date: 05/30/2023
Better Business Bureau of *****************

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

********, ** 28205

May 30, 2023

Consumer: ****** *******************************/***************************************

Case #********

To whom it may ************
*************** to your email sent to Atrium Health on 5/30/2023. We are investigating your concerns and will contact you on or before June 29th, 2023.

Atrium Health is dedicated to providing our patients with excellent healthcare and being mindful of the cost of care. Please know that your feedback is important to us, and we appreciate the opportunity to investigate and resolve these concerns.

Atrium Health wants to continue to be your hospital of choice, and I apologize we did not meet your expectations.

Sincerely,

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

Sr. Patient Experience Consultant

Atrium Health

P.O. Box 32861

Charlotte ** 28232
Phone: ************
Initial Complaint
Date:05/25/2023
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.
Issues started in Nov. 2022 when I was diagnosed with Type 2 diabetes. Provider was ****************. Messages to the portal regarding needed medication went unanswered. When finally able to get an appt w ******, her excuse was there are issues with the portal. BUT I am able to get all the messages she sends me so why cant she or her nurse get my messages?Meds for diabetes were denied as per insurance BUT if she didnt take so long to address the issue when by A1C was at 9.5 I believe the meds would have been approved My compression ****************** machine also denied by insurance. When questioned she stated I sign so many things I dont know what I am signing. Not reassuring considering as per my insurance co it was b/c of **************** signature the request were denied. Due to being hospitalized in 2022 I now have ongoing breathing issues. Seeking additional medical assistance with a pulmonologist **************** compared my breathing issues to an issue she has with her eye basically stating it is something that I might have to just live with! **************** leaves the practice and now I have ******************. This was the ABSOLUTE WORST MEDICAL PROVIDER EXPERIENCE I HAVE EVER HAD! He stated he isnt responsible for treatment associated w/my Type 2 diabetes. He stated that is up to my weight management THERAPIST. He stated he could only manage my ********************** water pills. NEVER IN THE 25+ years of having lymphedema has a provider ever prescribed water pills. Water pills will not help w/lymphedema. I informed him of the need to be approved for a generic form of Libre 2 which is used to monitor and alert to high or low sugar levels, he questioned me 4 times why I need it. As frustrating as this was I asked him what he was eluding to and he stated if you get a high reading, what are you going to do? That is only going to cause stress so you dont need it. By this time I informed him that I am done with the visit and I left the office. This is EXTREME NEGLIGENCE.
Business Response
Date: 05/26/2023
Better Business Bureau of *****************

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

********, ** 28205

May 26, 2023

Consumer: *******************************

Case #********

To whom it may ************
*************** to your email sent to Atrium Health on 5/25/2023. We are investigating your concerns and will contact you on or before June 23, 2023.

Atrium Health is dedicated to providing our patients with excellent healthcare and being mindful of the cost of care. Please know that your feedback is important to us, and we appreciate the opportunity to investigate and resolve these concerns.

Atrium Health wants to continue to be your hospital of choice, and I apologize we did not meet your expectations.

Sincerely,

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

Sr. Patient Experience Consultant

Atrium Health

P.O. Box 32861

Charlotte ** 28232

Phone: ************

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