Complaints

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

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  Atrium Health

  1000 Blythe Blvd Charlotte, NC 28203-5812

  
• 

  Atrium Health

  PO Box 32861 Charlotte, NC 28232-2861

  
• 

  Atrium Health

  1216 N Tryon St Charlotte, NC 28206-3256

  
• 

  Atrium Health

  5000 Airport Center Pkwy STE B Charlotte, NC 28208-5899

  
• 

  Atrium Health

  16455 Statesville Rd STE 106 Huntersville, NC 28078-7137

  

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:05/25/2023

  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 gave birth on 3/28/2023. ************** charted in my chart I have personally seen and examined the patient I now owe atrium $822 for this when ************* has never examined **********, or even came into my hospital room during my stay at Atrium. I also owe the hospital $1,800 for charges from ************** who never met me, documented on me, or examined me during my time at Atrium. They state this is in collaboration with the Midwifes bill. Again, he never documented or examined me during my time.I was also falsely charged for medication that I brought to the hospital. This is half been resolved since bring it to their attention.

  Business Response

  Date: 05/26/2023

  May 26, 2023

   

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

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

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

   

   

  Consumer: ASHLEY *******

  Case #********. 

   

   

  To whom it may concern:

   

  I am writing in response to the email you sent to Atrium Health on 5/3/2023.  We appreciate your willingness to take the time to communicate your concerns on behalf of ASHLEY ******* 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 May 17, 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: ************

• Initial Complaint

  Date:05/19/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was in the hospital and contracted cdiff. I was sent home on April 12 and on April 14 th told I had a highly contagious infectious disease. I am a stage 4 cancer pt. Me and others were put at risk by Atrium to spread. It delayed my cancer care. I have not been able to work, no income for several weeks. I just want the hospital to pay to biochemically clean my home so the infectious disease doest spread while I am trying to heal. They pute at risk they pay for cleaning only fair.

  Business Response

  Date: 05/22/2023

  May 22, 2023

   

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

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

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

   

   

  Consumer: TONYA *****

  Case #********. 

   

   

  To whom it may concern:

   

  I am writing in response to the email you sent to Atrium Health on 5/1/2023.  We appreciate your willingness to take the time to communicate your concerns on behalf of TONYA ***** 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 May 17, 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: ************

• Initial Complaint

  Date:05/15/2023

  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 admitted to Atrium 12/2021 by ambulance. I gave Atrium my health insurance information upon admittance. I was discharged in 12/2021 after a lengthy inpatient stay. My health insurance stated to me that Atrium had not yet contacted them for pre-authorization 12/21-05/22. The emergency room bill was paid by my insurance 08/2022 (after I contacted the director of billing around 05/2022 to find out why my insurance was not billed yet???) the hospital stay was not paid because Atrium did not get pre-authorization while I was a patient. I have been in constant contact with Atrium since 12/2021 and my insurance company about the hospital bill. April 2023, I sent a certified letter to the billing ****** copy of the statement from my health insurance that says I owe $0 on that bill that was originally ******+ Atrium is billing me for $30,000+. I received two statements (Mar and Apr., 2023). I sent them proof of everything April 2023 by certified mail. I was told by the billing **** on May 12, 2023, that as of Jan 2023 they will not consider anything that I submitted and put negative remarks about me in the notes. I submitted proof that I was on disability 2021 - 2022. A year of disability was less than 1/2 of the hospital bill. Because of Atriums negligence + not contacting my insurance company, as a patient, atrium is trying to make me liable for the balance even though my insurance company said that I do not owe any balance to them. Atrium also said that they obtained a signed paper from me saying that I would pay the bill, I do not remember signing anything and the signature does not look like mine. I was on narcotics given to me while in the emergency room, when supposedly I signed it.Resolution: Atrium dropped the ball. I should not have to be the one to pay for their mistake. Atrium also changed the coding on the bill from inpatient to outpatient which is fraudulent in my opinion because I never left the hospital for the entire time which was almost 3 weeks.

  Business Response

  Date: 05/16/2023

  Letter attached

  Customer Answer

  Date: 05/16/2023

   
  I am rejecting this response because: I was contacted and I sent Atrium the enclosed attachments. The resolution has not been reached yet.
  
  

  Business Response

  Date: 05/17/2023

  The letter is not stating that the concern has been resolved.  We are still investigating and will be in contact with her on or before June 11.

  Thank you

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

• Initial Complaint

  Date:05/10/2023

  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 admitted to the hospital for a blood clot in my lung on 7/17/22 - 7/19/22. They are billing this as outpatient services which is causing a denial for my AFLAC hospital insurance I pay for. They are refusing to update this information due to notes in my chart. Yet they are charging hospital prices with a total bill of $33,90.21. How does a hospital get away with charging as outpatient when I was clearly admitted? Per ER notes, CHG hospitalist group was accepting of the admission today.

  Business Response

  Date: 05/18/2023

  letter added.

  *******

  Business Response

  Date: 05/18/2023

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

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

  ********, ** 28205
  
  May 18, 2023

   

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

  Case #  20042271

   
  To whom it may ************

  *************** to your email sent to Atrium Health on 5/11/2023. We are investigating your concerns and will contact you on or before June 10, 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 **, 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:05/08/2023

  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.

  I went to atrium health for two visits Nov. 9 and Dec 27th and received bills for totaling ***** between the pathology fee and the doctor. Initially, I had called financial aid and they told me not to put my marketplace insurance and that I would get all of it taken care of my financial aid because I was below federal poverty line. Therefore, I waited to get my bill and I applied for financial aid. Before they even sent a resolution to my aid request, my debt got sent to collections who are now harassing me everyday. Then, their resolution letter outlines "must be a north carolina citizen, must have more than $2,500 of debt, and this must be more than 10% of family income." As my tax forms say, I'm a north carolina citizen, my income was $13,000, and $2,720 of is far greater than 10%. so I meet all the criteria and provided documentation of all of that and yet they still rejected me and force me to pay this. I don't have any money, and can't possibly pay this.

  Business Response

  Date: 05/08/2023

  May 5, 2023
  
  
  Better Business Bureau of *****************
  ******************************************** 300
  ********, ** 28205
  
  Consumer: ***********************
  Case #********
  
  *************** to your email sent to Atrium Health on May 8, 2023. We are investigating your concerns and will contact you on or before June 7, 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 **, 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,
  
  
  
  ***************************
  
  Corporate Patient Experience
  Atrium Health
  P.O. Box 32861
  Charlotte **  28232
  Phone: ************

• Initial Complaint

  Date:05/01/2023

  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 been waiting to be contacted by Atrium establishment or a representative for over two months. Each time I call I am given the run around that a triage nurse will call me to address my concerns and the call never comes through. I have Lupus and Im almost out of medication. I need to see a doctor so I can get my medication. They tell me that I need a referral. My doctors have sent numerous referral and still no avail. My insurance company says that I do not need a referral and I can just call and set up an appointment. Atrium referral representatives says no and the process starts over again. One rep told me I was listed under a previous insurance company. I gave them the correct information and they still got it wrong again. I have not progressed since the initial referral. Please help because I need my medication and the reps for Atrium are not helping. Thank you *************************

  Business Response

  Date: 05/02/2023

  acknowledgement letter attached. CM

• Initial Complaint

  Date:04/25/2023

  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.

  I was seen for a medication review on 3/3/2023 in ************ **. it was billed as an annual physical because my PCP ******************* reviewed my labs done the end of 2022 by my gynecologist and stated all was good. My physical is done by my gynecologist at Novant which had already been discussed end of last year. So according to atrium employees, ******************* discussed the exact same lab results and it was billed preventative care. I now can't have my physical for 2023 because my insurance was fraudulently billed and my insurance paid the balance.

  Business Response

  Date: 04/27/2023

  ******************************* resolution letter is attached.  CM

• Initial Complaint

  Date:02/10/2023

  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 an immune thrombocytopenia being treated at Levine since January 2021. It involves continuous blood test monitoring. I got regular labs and saw doctor two times in 2022. During both visits, the Dr performed extensive labs in office during those visits. February 23 2022 and August 25 2022. February I was charged copay only but August I was charged facility charges as if outpatient. I am being charged August and an October ************************************************* routine labs. I have called, taken paperwork to compare prior visits and been refiled with same results. Why sudden change in how my specialist care is charged? I should have had copay in August and zero charge on labs October as monitoring has been done for years. BCBS has paid according to coding but got new coding August and October as facility charges putting me on the hook for deductible not copay. I need this resolved. Why the sudden billing change? I have had to cancel all my appointments which is risky because I cannot depend on proper billing or resolution and surprise billing is too financially risky. I need answers and this corrected either by Levine or Atrium.

  Business Response

  Date: 03/03/2023

  February 24, 2023

   

  Better Business Bureau of Southern Piedmont

  9719 ***************** Ste. 300

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

   

   

  Consumer: PAMELA **********

  Case #:  19381152

   

   

  To whom it may concern:

   

  I am writing in response to the email you sent to Atrium Health on 2/10/2023.  We appreciate your willingness to take the time to communicate your concerns on behalf of PAMELA ********** BBB Case #19381152

   

  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 February 24, 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: ************

• Initial Complaint

  Date:01/10/2023

  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 attempted to contact Atrium several times to get them to resubmit 3 health insurance claims that were denied by my insurance company because they did not submit sufficient documentation for it to be processed correctly. I have left several messages on their customer service line as well as sent messages on their MyChart patient portal that have gotten one response telling me to contact medical records. Medical records then told me that it would take 3-4 weeks to send records to my insurance company because they are a corporate healthcare health information department. Medical records however can not resubmit my claims to my insurance company. I cannot get the issues resolved if I cant get in contact with someone who can help me with this.

  Business Response

  Date: 02/03/2023

  Better Business Bureau of *****************
  9719 ***************** Ste. 300
  ********, ** 28105
  

  Consumer: ***********************
  Case #:  ********
  

  To whom it may concern:
   I am writing in response to the email you sent to Atrium Health on 1/11/2023.  We appreciate your willingness to take the time to communicate your concerns on behalf of *********************** 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 Jan 18, 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: ************
  
  

• Initial Complaint

  Date:07/25/2022

  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 been billed by Atrium Health in Charlotte ** over 7 times for charges that have been paid by my co-insurance provider Aetna. I have spoke with them 3 times, emailed and paper mailed proof of payment. Aetna has fax'd copies of cancelled checks and they still keep billing me. Their accounts receivable and billing departments are dysfunctional at best. Their customer service department is uninformed, unhelpful and arrogant. I am surprised a large corporation like this is run so poorly in 2022. As of today 7/22/2022 got Aetna involved (again) and will be re-faxing copies of cancelled checks. I have very little confidence that Atrium Health will resolve this. These charges occurred in 2021.

  Business Response

  Date: 08/01/2022

  Good Afternoon, 

   

  I hope you are doing well. 

   

  Thank you for making us aware of this issue. We want to extend our sincere apologies for this inconvenience to our patient.  We have made all appropriate corrections to this patients account and it is now at the correct balance of zero dollars. In addition to correcting this issue on this patient's account we have addressed the issue in the workflow to ensure that this does not happen in the future.

   

  Thank you! 

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

  Manager, BRMG Physician Billing