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:03/18/2025
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 paid this already, but they keep billing me. Their own office took my payment over the phone. They want me to pay them twice.
Business Response
Date: 03/19/2025
Better Business Bureau of *****************

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

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

Mar 19, 2025

Consumer:

Case # 23079932

To whom it may Concern:

I am responding to your email sent to Atrium Health on 3/19/2025. We are investigating your concerns and will contact you on or before 4/19/2025.

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,

Customer Care

***********************************************************************
************
Initial Complaint
Date:03/04/2025
Type:Customer Service 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 3/4/25 I was scheduled to see a physical therapist at Carolinas Rehabilitation Pineville at ************************************* Charlotte, ** at 4:15 pm. I was in a car accident a few weeks ago and have had severe back and neck pain as well as excruciating headaches due to the accident where I was rear ended by a commercial truck. I was in the ** this passed Sunday and the ** told me I needed to get into PT ASAP or the pain would become worse and take longer to recover. The soonest atrium told me they could get me in was 3/19. However Ive been calling each day to try to get it earlier as the pain has become unbearable.. I finally received notification to move my appointment up from 3/19 to today at 3/14. I went to the appointment and got lost as Ive never been to that hospital before and it is huge. I called at 4:17 to explain I was there but was lost and needed directions. I spoke with ******* ******** who told me I needed to come to ***************, I was standing at ************* 1 at the time as thats where GPS took me. I finally got to the office at 4:20 and was told to take a seat and they were getting the therapist. ***** and ******* then come back saying I cant be seen today and refused me service for being a couple mins late. I explained to them how much pain Im in and they showed no remorse. In fact they scheduled another appointment out FURTH** than my original appointment was for 3/19!! Now they are saying I cant be seen until 4/9. They both chuckled at me and had an attitude as if my pain is a joke. I demand they give me my 3/19 appointment back or something sooner than that. I refuse to wait until 4/9 for being a few mins late when the policy by ******* terms says youre allowed to be 10 mins late and still be seen. I want the camera pulled if need be to see the time and the fact I called they knew I was there and was having trouble finding it. The way I was treated today is disappointing and really shows the problems and deviance in healthcare.
Business Response
Date: 03/11/2025
Mar 11, 2025

Better Business Bureau of Southern Piedmont

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

Matthews, NC 28105

Consumer: JALEN ********

Case #********

To whom it may concern:

I am writing in response to the email you sent to Atrium Health on 3/5/2025. We appreciate your willingness to take the time to communicate your concerns on behalf of JALEN ******** 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 3/10/2025.

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

Sincerely,

Customer Care
***********************************************************************
************
Initial Complaint
Date:02/17/2025
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 scheduled for a procedure on Tuesday, December 3, 2024. I received a cost estimate on Friday, November 29, 2024. The estimate exceeded my out-of-pocket maximum. I called Atrium Health Mercy and was unable to reach anyone in the billing department. On Monday, December 2, I called Atrium again. Following the phone tree, I was transferred to a billing number that didn't ring, but hung up. Following the number listed on the pre-procedure info I was given, I reached the radiology department. They said I needed billing, and transferred me to another number that didn't ring, but hung up. I called Atrium Health Mercy's main line again and followed the phone tree to the front desk, explaining what kept happening. They then transferred me to another number, that also didn't ring but hung up. I then called my insurance provider, who spent about an hour on the phone with me and called a few Atrium numbers themself until they reached the billing department successfully. Someone named ****** confirmed with my insurance provider that my cost would be $835.94 total once a *** code was updated. I got the *** code updated and then called the new number given through my insurance to reach Atrium and confirmed they had what they needed and it was $835.94 total. On Dec 3, I arrived at Atrium Health Mercy and was given the option to only pay $401.78 upfront. I did. On January 15, 2025, I received a bill for $847.94 for this procedure. I have filed a dispute with Atrium Health Mercy and am waiting to hear back.I am filing this claim because this is not the first time Atrium's lack of transparency about pricing and inefficient communication systems have been problematic and costly for me, and I do anticipate they will correct this current error.
Business Response
Date: 02/18/2025
Better Business Bureau of *********************
**************************************************************
******************

Feb 18, 2025

Consumer: ******* ANN ************
Case # 22953099

To whom it may Concern:

I am responding to your email sent to Atrium Health on 2/18/2025. We are investigating your concerns and will contact you.

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,

Customer Care

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

Customer Answer
Date: 02/18/2025

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:02/08/2025
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.
My son was seen at Atrium *********** in ************ on 11/10/2024 for a chin laceration. The provider, ****** ****, told us that the laceration could NOT be glued and would require 5 stitches. She said if he moved at all (with nothing aside from a topical anesthetic at 2 years old) she would send him to the *** and proceeded to send us there. However, when we arrived at the *** the physician said it could definitely be glued (clean laceration), and proceeded to do so without issue. There were no issues with healing in the coming weeks. My insurance was billed by the ***********, the ** facility, and the ** doctor separately. However, we should not have been sent to the ** - this should have all been handled in the *********** but was not due to incompetence of the provider. I spoke with both billing and the customer service line, as well as filed a complaint through Atrium. Billing constantly sent me to ************* and customer care kept telling me they would follow up. Following the complaint, I received a call stating that their Nurse Practitioner was in error, and that they would be reevaluating my Atrium ** bill for the *********** triage rate, given that it should have been handled there. This was in December. I followed up the following week, and was told by the customer care line to give it 30 days. 30 days later with no response, I called again, and was told it would be escalated to a manager and I would hear back within 7 days. It was been over a week again with no response and I received yet another copy of the bill today. The ***********, *** and ** doctor all received money from my insurance due to the Nurse Practitioners poor medical judgement and I am receiving further out of pocket bills. I expect the ** facility bill to be adjusted per what I was told and their NP employees error in judgement and they have not followed through. I already paid the ** doctor due to being a third party, but Atrium needs to make the rest of the balance $416 right.
Business Response
Date: 02/17/2025
Better Business Bureau of *****************

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

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

Feb 17, 2025

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

Case #********.

To whom it may Concern:

I am responding to your email sent to Atrium Health on 2/9/2025. We are investigating your concerns and will contact you.

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,

Customer Care

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

Customer Answer
Date: 02/21/2025

I am rejecting this response because this is the same response I have received already (that it will be looked into); this response provides no actual resolution of the issue. Resolution of the open bill is needed, and has not been provided, despite being told the balance would be adjusted, given the erroneous decision on behalf of Atriums Nurse Practitioner. This is unfair and deceptive practice - sending me to another Atrium location when it was not needed, and then being billed by three different accounts.
Business Response
Date: 03/25/2025
Mar 24, 2025

Better Business Bureau of Southern Piedmont

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

Matthews, NC 28105

Consumer: JASPER *****

Case #22917218

To whom it may concern:

I am writing in response to the email you sent to Atrium Health on 2/9/2025. We appreciate your willingness to take the time to communicate your concerns on behalf of JASPER ***** BBB Case #22917218

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 2/11/2025.

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

Sincerely,

Customer Care
***********************************************************************
************
Initial Complaint
Date:02/07/2025
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.
On 11/24/24 my son ***** ******** (1/26/09)was hit in the head during a soccer game. He was seen by the trainer on the sidelines. When I checked with his pediatrician doctor on call they sent us to Atrium ***********************. We waited for hours but only seen a doctor for less than 5 minutes. The ER doctor did not think we should have come to ER. He basically said he is coherent walking fine asked 2 questions and sent us away. The next day we did go to our pediatrician and get lots of answers and guidance. I do not understand why we have received a bill for ***** dollars and insurance was billed *****. I have made at least ************************************************************* answers. I was told I would hear back with in 7 days and its been over a month. I am willing to pay something for peace of mind but this bill can not be right we were given no care. Responsible person number ********* Complaint # ************-******** from ************** did a 3 way call with ******* about insurance fraud and requested an itemized bill 12/30- Talked to ******* and filed a formal complaint- said I would get a letter or call in 7 days 1/21- Talked to ******* about the situation 1/21- Moiesha refiled the claim 1/27 Sheina refiled the claim 1/31 **** who is in charge of ER nurses promised he would get back to me with a resolution. Still Nothing Please help, this bill can not be right. There is no way less than 5 minutes of care insurance charged ***** and we are expected to pay *****.
Business Response
Date: 02/07/2025
BBB of ***********************

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

Matthews, NC 28105

Feb 07, 2025

To whom it may concern:

I am writing in response to the email you sent regarding Atrium Health on 2/7/2025. We appreciate your willingness to take the time to communicate your concerns on behalf of JAMES ROBINSON 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: 02/13/2025

I am rejecting this response because:

On 2/7/2025 I got a message in the BBB portal asking me to call the complaint department.

I called the complaint department at *** and spoke to ***** who refiled my complaint for the 4th time.

I still have not received an itemized statement or got any explanation on the high charges.

These charges have to be wrong because we were not given care.

Please see my initial complaint and respond with an itemized statement and fair resolution by 2/19/25.

Each time I have filed this complaint I am promised an answer within 7 days. Thank you for your help.

Business Response
Date: 04/02/2025
This complaint has been investigated, adjusted, and closed. I am not aware that the complainant has requested an itemized bill. . I will let the ****************** know of her request.
Customer Answer
Date: 04/02/2025

Better Business Bureau:

I deeply appreciate ***** from *******************/Atrium Health correcting the situation. As long as what she has told me and the bill as truly been taken care of then everything is good. While I am super grateful for her support I do think things should have been done right the first time and I should not have had to make so many calls, emails, and get other companies involved to get the situation corrected.
Initial Complaint
Date:02/06/2025
Type:Customer Service 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.
Ive been trying to book an appointment with any provider w/ atrium that can see me about my issue. The only providers available are men which I am fine with going to see about certain issues but do not feel comfortable ********** in front of them. When trying to book an appointment for two different issues, ******* calls me and tells me I am not allowed to have 2 different appointments. I kindly let her know I would like to keep both appointments due to my concerns about ********** in front of male doctors. She goes back & forth with me for a while then says she will keep the appointment, I check the atrium app 10 minutes later & they have been cancelled. I call her back to tell her I need my appointments to be separate due to the nature of them and she says okay and puts my appts back. 5 minutes later ****** ****** calls my phone and tells me Im not allowed to keep my appointments, I ask her is it not legal to have 2 different appts for 2 different issues also stating my concerns about male doctors and telling her I would appreciate if I kept both of my appointments. She laughed at me on the phone and in a dry tone says yeah ok hangs up & in the next 2 minutes all of my appointments are cancelled. I try calling back & my number is blocked. I try making another apt & ****** cancels them again. I then call the customer service line to tell them my issues & a nurse creates 2 more appointments for me. The next morning my appointments were cancelled by ****** ****** again! I call the customer service schedule line & explain my concerns about male doctors & let her know the state of ** has 12 short weeks to figure out any pregnancy plans so I am on a time crunch. While I am mid convo with this nurse she lets me know ****** ******* name is all up & down my chart & has cancelled the appt she just set up. ****** **************** seem to work out of spite and I am fearful with my personal info in their hands. Hateful ppl should not be in charge of this kind of info.
Business Response
Date: 02/07/2025
Acknowledgement letter attached
*******
Customer Answer
Date: 02/07/2025

I am rejecting this response because:
No attempt to contact me has been made. Would like those nurses to not be able to access my medical records again.
Business Response
Date: 02/07/2025
BBB of ***********************

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

Matthews, NC 28105

Feb 07, 2025

To whom it may concern:

I am writing in response to the email you sent regarding Atrium Health on 2/7/2025. We appreciate your willingness to take the time to communicate your concerns on behalf of SARA MCCLURE BBB Case #22909853.

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: 05/09/2025

I am rejecting this response because:
Tried booking an appointment with my OBGYM for two different issues and ****** ****** and ******* repeatedly cancelled my appointments showing clear discrimination when I made it clear I did not want to see a male doctor. When asked why ****** kept cancelling my appointments she laughed on the phone and cancelled other appointments made by other nurses. When I made a previous BBB complaint a representative from atrium called and said she would call me back. Months later and no call, not surprising. Will be escalating this to whoever will hear it lol.
Business Response
Date: 05/30/2025
Initial Complaint
Date:01/15/2025
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.
On October 23, 2024, I was treated at ****************** Hospital due to injuries sustained in an automobile accident. My primary healthcare insurance initially covered a portion of the bill. Subsequently, the remaining balance was sent to my auto insurance, Geico, which made a payment of $2,000 to cover any outstanding charges related to the accident.I have since discovered that there was a credit of $1,600 on my account. However, I still have unpaid bills from Radiology and the attending physician related to the same accident. Instead of using the funds to address these outstanding accident-related charges, Attrium applied the credit to an unrelated visit from ******* the time of the accident, when I signed the ***** forms, my Attrium account reflected a zero balance. I was led to believe there were no outstanding charges, which is why this situation has come as a surprise. This decision has left me with unexpected out-of-pocket expenses for accident-related bills despite having insurance funds available to cover them.I respectfully request that ****************** Hospital return the $1600 payment to Geico so that those funds can be reallocated to the outstanding Radiology and physician bills associated with my automobile accident.Thank you for your prompt attention to this matter. I would appreciate a response at your earliest convenience to confirm the resolution. Please feel free to contact me if you require additional information.
Business Response
Date: 01/16/2025
Better Business Bureau of *****************

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

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

Jan 16, 2025

Consumer: CHAUNTSI ******** ******

Case # 22814664

To whom it may Concern:

I am responding to your email sent to Atrium Health on 1/16/2025. We are investigating your concerns and will contact you on or before 2/16/2025.

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,

Customer Care

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

I am rejecting this response because:

I am writing to formally express my ongoing frustration regarding a refund that has been pending since December 2024. This refund is due to an overpayment made by my auto insurance provider for a date of service on October 23, 2024. The overage amount was supposed to be refunded to me so I could pay the radiology provider directly. Despite multiple follow-ups, it took three months for your team to initiate the refund to the insurance companyonly to have it sent to the wrong address, resulting in the funds being returned to you in mid-March. It is now April, and I am repeatedly told that your "refund team is reviewing" the situation before reissuing the payment. This continued delay is unacceptable, especially given that the refund was already processed once and simply needs to be resent. There is no justifiable reason for additional review. If this issue is not resolved immediately, my next step will be to file a formal complaint with the ************************************ (****), as it is unacceptable to hold funds that rightfully belong to a consumer. I expect confirmation of the refund being sent out promptly.
Desired Resolution: Refund
Business Response
Date: 04/25/2025
Apparently Geico no longer receives mail at the address that was on their correspondence. The check was sent out again to Geico at their new address on 4/14. It appears that the complainant was made aware of this on 4/14. There is no issue on the Atrium side. Any further questions that she might have should be directed to Geico.
Initial Complaint
Date:01/07/2025
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 had a pregnancy confirmation appointment with Dr. **** at 2pm on December 16th. The coding that Im being billed for is incorrect. It says Office/Outpatient Established Mod Mdm 30 Min - ***** (CPT) however, there were no major decisions made nor was it complex. I am requesting to change the billing code to ***** because I was with my doctor for less than 20 minutes since I dont have anything complicated nor had many questions. The visit did not last 36 minutes as she wrote in her notes. In fact, Dr. **** was late and did not walk into the room until 2:40 due to a previous appointment and she was ******* to get to her next appointment. My Claim # is :24362J821100 ************************* is my health insurance. They covered only part of this visit.I was billed separately for the other 2 tests they completes for **** would like to request the billing code be revised and a new bill sent to **** tried to email the doctors office and my insurance company but have not had a response back yet. Thank you.
Business Response
Date: 01/08/2025
Better Business Bureau of *****************

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

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

Jan 08, 2025

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

Case#********

To whom it may Concern:

I am responding to your email sent to Atrium Health on 1/8/2025. We are investigating your concerns and will contact you on or before 2/8/2025.

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,

Customer Care

***********************************************************************
************
Customer Answer
Date: 01/08/2025

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:12/24/2024
Type:Customer Service 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.
Atrium Health constantly bills for services they have already been paid for. Example: I had an endoscopy 11/19/24. I paid the bill 12/5. On 12/24 I received a bill for the same service. Atrium will claim that it's just their billing cycle. The billing cycle was on 12/4. So why did it take 3 weeks for them to send me the bill? They have done this to me again and again. There is more to this than just a billing cycle issue. I believe Atrium rebills in hopes that their patients will forget and just pay them multiple times. It is not my responsibility to fix Atriums billing cycle for them. It is theirs. If they can't fix this, then they can stop texting me and sending me emails to pay a bill, and then sending me a paper bill a month later.
Business Response
Date: 12/30/2024
Better Business Bureau of *****************

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

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

Dec 30, 2024

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

Case # ********

To whom it may Concern:

I am responding to your email sent to Atrium Health on 12/26/2024. We are investigating your concerns and will contact you on or before 1/26/2025.

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,

Customer Care

***********************************************************************
************
Initial Complaint
Date:12/19/2024
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.
Subject: Billing Dispute with Atrium Health ***************************************** Pre-Approval Date Dear Better Business Bureau,I am requesting your assistance in resolving a billing issue with Atrium Health. The problem arose from an *** performed on January 18, 2024, which was billed incorrectly due to a scheduling error by the hospital.Service Date: January 18, 2024 Billing Amount: $5,131.51 Insurance Provider: ********** Blue Shield (BCBS)Pre-Approval Period: December 19, 2023 January 17, 2024 My Responsibility (Per BCBS): $33.99 Summary of the Issue:Hospital Scheduling Error: The *** was scheduled for January 18, 2024, one day after the insurance pre-approval period ended. I had no way of knowing the pre-approval dates until we investigated the denial. Atrium Health failed to communicate this information when scheduling.Ongoing Dispute: Since receiving the bill in June 2024, I, along with BCBS and OrthoCarolina, have repeatedly informed Atrium Health that I am not responsible for the full amount. On December 19, 2024, BCBS and OrthoCarolina joined me on a call with Atrium Health to confirm the error. Both stated I owe only $33.99, as the denial resulted from the hospitals mistake. Despite this, Atrium Health refuses to adjust the bill and continues demanding $5,131.51.Threat of Collections: On December 4, 2024, I received notice that the account will be sent to collections if I do not pay within 15 days. This is causing significant stress, as I am on a fixed income and cannot afford to pay for a mistake I did not ************ Information:Patient: ******* *****, 119 Carolina ***************************, ************ Hospital: Atrium Health, P.O. Box *****, Charlotte, NC *****, ************ Insurance: ********** Blue Shield, ************ I hope the BBB can help resolve this issue fairly.Sincerely,******* ***** PS. They will not accept responsibility. How can their investigation show it process correctly if the date was outside the approval
Business Response
Date: 12/30/2024
Better Business Bureau of *********************
**************************************************************
******************

Dec 30, 2024

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

To whom it may Concern:

I am responding to your email sent to Atrium Health on 12/20/2024. We are investigating your concerns and will contact you on or before 1/20/2025

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,

Customer Care

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

Customer Answer
Date: 01/01/2025

I am rejecting this response because:
Dear BBB,
I reject Atrium Health's response because it is a generic template they send to everyone, simply changing the date and case number. Their response fails to address the specific facts of my case or the documentation I provided proving their error.
Atrium Health claims they need time to "investigate," but they previously stated in writing that they had already investigated and concluded that everything was processed correctly. This is clearly not the case. Why do they need to investigate again? This is another delay tactic that avoids resolution.
I received in-network care, and per my insurance, I am only responsible for $33.93. The bill I am being asked to pay exceeds this, demonstrating that Atrium Health is charging me for their scheduling error. They scheduled my appointment one day after the insurance preapproval period expired without notifying me or coordinating with my insurance. This failure falls under the No Surprises Act, which protects patients from billing errors caused by a ******************** between providers and insurers.
I request that Atrium Health halts any collection activity. Sending this bill to collections without resolution would be inappropriate and cause further harm, given the documentation I have provided. Once resolved, I expect written proof confirming the issue is fully resolved and that I owe nothing beyond $33.93. Atrium Health is known for claiming resolution but then sending another bill later, and I want assurance this will not happen.
If the matter is not resolved, I will pursue legal action, including complaints to regulatory agencies and other remedies under the No Surprises Act.
I request that this case remains open until Atrium Health takes accountability, resolves the billing issue, and ensures I am not improperly charged.
Sincerely,
******* Jeanne *************
Business Response
Date: 01/10/2025
Letter attached. CM
Customer Answer
Date: 01/14/2025

I am rejecting this response because:
Dear BBB,
I am writing to formally reject Atrium Health's response to my complaint. While their response indicates they will provide further information or resolution by January 20, 2025, this is inconsistent with recent communications I have received from them.
Specifically, I was contacted by a representative from Atrium Health, who assured me that my balance would be corrected to $0 and that the matter was resolved. However, I have not received any written confirmation of this correction. Until I receive written documentation confirming that my balance is $0 and that the issue has been resolved as stated, I cannot consider this matter closed.
I kindly request that Atrium Health follow through on their verbal assurance and provide the necessary written documentation to confirm resolution of this complaint.
Thank you for your assistance in ensuring this matter is resolved satisfactorily.
Sincerely,
******* Jeanne *********
Business Response
Date: 01/15/2025
Letter attached. CM

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