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 ComplaintThe 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:12/17/2024
Type:Billing IssuesStatus: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 a lot of problems out of Atrium Health billing. All they want to do is balance bill me. They don't want to work with you or insurance companies. I have also told them that I had contacted my state of ************************************* and they told me that Atrium is balance billing me and that is against the law and Atrium doesn't believe the commissioner office so they just lie to you saying that you owe the whole thing and when you tell them that your insurance company has try to work with them about the bill all they do is lie to you saying that they have not heard from your insurance and they just start sending you to collections. I just want Atrium Health to stop all the lies and to stop breaking the law. This has happened to me so far on two bills. I wished that this sorry company would get out of ******* and leave us alone. Our hospitals was a whole lot better before they came in.Business Response
Date: 12/19/2024
Letter attached. CMCustomer Answer
Date: 12/19/2024
I am rejecting this response because:
They told me to disregard my EOB and they didn't care what it said and that I was to paid the whole bill no matter what. So I had went to the state of Georgia's insurance commissioners office in ******* and sent them the bill and my *** and they said that I was being balance billed and that is against the law. The services that I had done was in ******* were I live.Business Response
Date: 02/20/2025
Feb 20, 2025
Better Business Bureau of Southern Piedmont
**********************************************************
Matthews, NC 28105
Consumer:
Case: #********
To whom it may concern:
I am writing in response to the email you sent to Atrium Health on 12/19/2024. 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 12/20/2024 .
For additional questions or concerns, please reference my contact information below.
Sincerely,
Customer Care
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************Initial Complaint
Date:11/04/2024
Type:Service or Repair IssuesStatus: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 trying to resolve a billing issue with Atrium Health ************* in **********, ** for three months. It was suggested that I speak to the site manager, **** *****, however after three weeks and five voice mails to her I still have not received a call back. I would really like to get this issue taken care of but at this point I don't know who to talk to. Please advise.Business Response
Date: 11/06/2024
Better Business Bureau of *********************
**************************************************************
********, NC 28205
Nov 06, 2024Consumer: **** MARIE ********
Case #********
To whom it may Concern:I am responding to your email sent to Atrium Health on 11/5/2024. We are investigating your concerns and will contact you on or before 12/5/2024.
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:10/24/2024
Type:Order IssuesStatus: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 am on weekly ********* shots that cost $35 for one month or three month supply with my insurance. Even if my doctor prescribes a 90 day supply, the mail order pharmacy that I am required to use with my insurance will only send me a one month supply at a time. Nobody will explain to me why they are doing this. Carolina Care told me to call the insurance company. The insurance company (Secure Health Medcost) told me they have nothing to do with prescription drug insurance and they do not know why Carolina Care is giving me the run around. I just want answers. It feels as if they are trying to scam me!!Business Response
Date: 11/01/2024
BBB of ***********************
*********************************
Matthews, NC 28105
Nov 01, 2024To whom it may concern:
I am writing in response to the email you sent regarding Atrium Health on 10/24/2024. We appreciate your willingness to take the time to communicate your concerns on behalf of 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: 11/04/2024
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:10/23/2024
Type:Sales and Advertising IssuesStatus: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 daughter, ***** *****, was a patient at Levine's Childrens Hospital in July. We received ~30 bills on one day that all read "Your current balance owed as of today is" and they all had a different amount owed as of that day. They also all said that the amount was due in September and had other conflicting information. My wife and I spent hours calling Atrium's billing office over multiple weeks and were constantly redirected to Levine's Children's Hospital or the Physician's billing office just to be redirected again, over and over. We finally connected with someone that recommended we setup an online account for an accurate amount due, and that person admitted that there was no way for the Atrium billing office to know how much was actually due for medical services from Atrium. After several days of waiting on the account to be setup, the amount due on the online account is $0. My daughter received excellent service at Levine's and it's sad that we only want to pay the bill but can't get a straight or accurate answer about what is due, when it's due, and what it's for.Business Response
Date: 10/31/2024
Acknowledgement letter attached. CMBusiness Response
Date: 11/01/2024
Better Business Bureau of *****************
**********************************************************
******************
Oct 31, 2024Consumer: ***** M *****
Case # case number
To whom it may Concern:I am responding to your email sent to Atrium Health on 10/23/2024. We are investigating your concerns and will contact you on or before 11/23/24 .
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:10/22/2024
Type:Service or Repair IssuesStatus: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 dispute the amount of $344.00 which Atrium Health ** claims unpaid. The $344.00 is the charge for my annual physical which was 100% covered by my insurance company **********************. I attempted numerous times with Atrium Health and ********** Blue Shield to resolve this billing issue which was caused by a coding error from Atrium Health. ********** Blue Shield confirmed that on their end is no issue and Atrium Health needs to refile this insurance claim with correct coding. At the same time I also was covered under the Health ***************** "United Health Care" as secondary coverage, were the annual physical is as well 100% covered. I was informed by ********** Blue Shield to remove this secondary coverage to avoid any further confusion. I followed this request immediately. Atrium Health removed the $344.00 from my Statement after I called them again and explained the situation and I figured the problem was resolved, but several weeks later the charge reappeared. Once again I contacted ********** Blue Shield and Atrium to resolve this issue. Bottom line is that this charge is caused by Atrium Health and ********** Blue Shield not being capable of correcting an error that was made as my physical was 100% covered. I am not paying for this charge as I should not have been charged from the beginning. Both parties confirmed that but are still not able to correct their mistake. Now I am getting harassed by collection agencies that try to intimidate me on the phone. This needs to be solved and Atrium Health needs to take responsibility for their error and get this sorted out.Business Response
Date: 10/24/2024
Oct 24, 2024
Better Business Bureau of Southern Piedmont
*****************************************************
Matthews, NC 28105
Consumer: MELANIE MUELLHAEUSER
Case #********
To whom it may concern:
I am writing in response to the email you sent to Atrium Health on 10/23/2024. We appreciate your willingness to take the time to communicate your concerns on behalf of MELANIE MUELLHAEUSER 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 10/24/2024.
For additional questions or concerns, please reference my contact information below.
Sincerely,
Customer Care
***********************************************************************
************Customer Answer
Date: 10/25/2024
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. I hope I will not receive any further calls or letter from a collector and my account is indeed cleared now.
Thank you.Initial Complaint
Date:10/07/2024
Type:Service or Repair IssuesStatus: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 a ganglion cyst on my wrist. I called to make an appointment. The first available appointment was approximately 3 weeks out on 9/12. On the morning of 9/12 I received a call that the appointment because the provider ********* ******* wouldnt be available. I was offered to reschedule for a physical. I explained that wasnt why I made the appointment, the appointment was to drain a Ganglion Cyst on my wrist, I explained that during the initial appointment request. I said I wanted to be sure this was going to be done at rest appointment. I had been in pain and wanted this drained. I rescheduled for 9/15. The practitioner came in, palpated the cyst, said it is a ganglion cyst, and theres nothing they do for them there. I should seek the advice of urgent care or Ortho Carolina. Exasperated, I left. I waited three painful weeks and didnt get the care I requested. I was surprised to receive a bill. I appealed to them, but billing said it is appropriately billed. I disagree. I contracted the provider for a limited scope, to drain the cyst. The provider had no ability to complete what I asked. They could not accept the job and cannot reasonably expect payment. The situation mirrors if one contacted a plumber to install an electrical outlet. The plumber doesnt have the credentials to complete the job, but cant turn around a request payment for accepting a job they were unable to do.Business Response
Date: 10/15/2024
Resolution letter is attached. ThankyouCustomer Answer
Date: 10/15/2024
I am rejecting this response because:
It is not a response to the BBB complaint; it was the catalyst to the complaint. My complaint filing with the BBB happened on 10/7, after speaking with ****, the clinical manager. She said after an internal review the practice still expected payment. I disagree, as I stated to her and in my BBB complaint.I expect the money charged for that visit be returned. Services weren't provided.
Business Response
Date: 11/06/2024
Better Business Bureau of Southern Piedmont
**********************************************************
Matthews, NC 28105
Consumer: NATHANIEL *****
Case #: #********. r
To whom it may concern:
I am writing in response to the email you sent to Atrium Health on 10/4/2024. We appreciate your willingness to take the time to communicate your concerns on behalf of NATHANIEL ***** 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 10/7/2024.
For additional questions or concerns, please reference my contact information below.
Sincerely,
Customer Care
***********************************************************************
************Initial Complaint
Date:10/07/2024
Type:Product IssuesStatus: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 received a bill for 250 dollars from lab work which my insurance covers but the bill I received was like ***** it gives admit date and discharge date I never ever have stayed at this hospital I live in ************* I was going to Charlotte for liver transplant but I've never stayed at any hospital during those dates now I've been receiving calls to collect this money that I supposably owe but I keep trying to tell the person who calls that I have never stayed in hospital there then they ask well is there anything I can help you with during your call to us today you called me then I ask who can I speak too about these charges and they hang the phone up then it's so frustrating because they keep calling but they only want the 250 dollars they don't want to discuss the bill or send me to someone I can resolve these incorrect charges on my billBusiness Response
Date: 10/15/2024
BBB of Southern Piedmont, Inc.
9719 Northeast Parkway, Suite 300
Matthews, NC 28105
Oct 15, 2024To whom it may concern:
I am writing in response to the email you sent regarding Atrium Health on 10/7/2024. We appreciate your willingness to take the time to communicate your concerns on behalf of JERRY BLEVINS BBB Case #22390025.
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
[email protected]
704-355-8363Initial Complaint
Date:09/10/2024
Type:Billing IssuesStatus: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.
Details:-Hospital employee came to post delivery room on Monday, July 15th 2024, less than 6 hours after delivery (delivery at 6:15am) to request pre-payment of $1085 -Hospital employee did not state the reason for their visit to room initially; arrived asking questions (example: "Where do you work") -Hospital employee failed to provide information on payment plans -Hospital employee communicated to parents that the pre-payment amount was for $1085 -Hospital employee charged credit card for $1848.80, a discrepancy of $763.8 -*************************** filed complaint on 07/30/2024 to inform hospital that entering a room less than 6 hours after delivery is highly inappropriate in addition to giving wrong amount (witnessed by both parents)-*********************** (Director of Patient Registration; CMC Main) contacted *************************** on 07/30/2024 to discuss the situation; Communicated that hospital policy is employees are not allowed to come to room until at least 24 hours post delivery -*************************** contacted ***************** who communicated they had no knowledge of the $1848.80; did not hit out of pocket maximum; no documentation on what charges the $1848.80 would be covering -*************************** contacted Atrium billing department on 08/16/2024; ******* services struggled to understand pre-payment; incompetency and knowledge gap- team did not understand that child (*********************; age 1 month) had a charge tied to ******************************* account and that the $1848.80 should have covered this amount; Team Lead was pulled in due to lack of understanding -Atrium ******* stated that they don't have background on pre-payments and recommended that in future, not to pay the pre-payment -Continues to be lack of transparency on how pre-payment is used, documentation on what pre-payment covers -It is unlikely that the hospital employee is the only employee collecting pre-payments in this manner; most likely coming from "above" and management is aware of this unethical process -Clear training gapBusiness Response
Date: 09/11/2024
Better Business Bureau of *****************
**********************************************************
******************
Sep 11, 2024Consumer: ****************************************
Case #22264401
To whom it may Concern:I am responding to your email sent to Atrium Health on 9/10/2024. We are investigating your concerns and will contact you on or before 10/11/2024.
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
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************Initial Complaint
Date:09/06/2024
Type:Billing IssuesStatus: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 visited their primary care services on April 17th 2024 with the specific intention for annual physical. During my visit, I have not initiated any discussion from my end which is outside the annual physical. At the end of physical test, no prescription was provided and no advice was given. Overall, ************ has already paid for all the tests and test not covered are already paid but Atrium changed the purpose of visit to office visit without telling me this change. Now this change is causing unnecessary financial burden on me as my insurance do not cover office visits till deductibles are paid out. I have tried to reach out Atrium many times in last 3-4 months but they always respond with the statement that billing is correct and amount is due with you. I NEED HELP !!Business Response
Date: 09/09/2024
Better Business Bureau of *****************
**********************************************************
******************
Sep 09, 2024Consumer: *****************************
Case # 22250623
To whom it may Concern:I am responding to your email sent to Atrium Health on 9/8/2024. We are investigating your concerns and will contact you on or before 10/8/24.
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: 09/10/2024
I am rejecting this response because: this is a generic message without any resolution.Though I want to highlight a call i received from Atrium yesterday 09/09, associate explained me Atrium can charge me for anything without telling me anything because they have a paper signed by me which was collected by me at the time of my visit.
When I scheduled my annual physical, i did mention all the tests i wanted to have so physician should have stick to that and if she assumes any of her question goes beyond my request she should tell me in advance.
This was not an office visit, no prescription was given, no advice was given still Atrium is adamant on charging me wrong.
Business Response
Date: 09/13/2024
Sep 10, 2024
Better Business Bureau of Southern Piedmont
**********************************************************
Matthews, NC 28105
Consumer: NITI **********
Case #: 22250623
To whom it may concern:
I am writing in response to the email you sent to Atrium Health on 9/8/2024. We appreciate your willingness to take the time to communicate your concerns on behalf of NITI ********** BBB Case #22250623
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 9/10/2024.
For additional questions or concerns, please reference my contact information below.
Sincerely,
Customer Care
***********************************************************************
************Initial Complaint
Date:08/29/2024
Type:Service or Repair IssuesStatus: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.
It was highly suggested by my doctor, that I take the *** vaccine, due to my health history, back in the summer of 2023. The vaccine is delivered in three shots, 2-3 months apart. The 1st shot went without incident. After the 2nd shot in Oct 23, I started seeing a bill for $600 related to the vaccine. I called to inquire, and was told that it would be removed/re-coded, as it was unreasonable. It did disappear for a while, but started showing back up, so I called again, and again was told it could be re-coded, and it went away again. Before the 3rd shot in Mar 24, I called in advance to make sure that I would not be hit with this charge again, so that I could cancel my appointment, if need be, but was again told that it wouldn't be an issue, so I proceeded with the 3rd shot in March. Now, not only has the first $600 charge returned, but a second $600 has been added for the March visit! I called to have this cleared up, and I spoke with a VERY rude billing specialist that would not stop talking over me and insisting that it is not their responsibility to advise about covered/non-covered insurance costs, even though that's exactly what they did beforehand. I will take this to small claims court, if necessary, and I'm more than prepared to start one doozy of a social media campaign against this office, as well. I'm starting with a BBB complaint, in hopes that cooler heads can prevail. There is no reasonable expectation that any doctor, in any office, needs a patient to pay $1,200 for a very common vaccine, when most vaccines are not even subject to patient co-pays! I will not stand for this, and if they think I will roll over and pay this unjustified fee, and that they can hide behind a monopoly on health care to milk a hardworking patient to line their own pockets, they have another thing coming. I am a small business owner and you're welcome to look at my W-2's! If you did, you'd know I am NOT in a position to be blackmailed by big pharmacy!Customer Answer
Date: 09/03/2024
Better Business Bureau:
The business reached out to me and resolved the issue.Thank you.
*********************
**************
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