Complaints
This profile includes complaints for Atrium Health's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 160 total complaints in the last 3 years.
- 39 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:05/29/2024
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.
My wife, *****************************, woke up one morning with a swollen face, she was suffering no other symptoms, such as pain. I took her to the ** and was met by Dr. ************************** During the visit which did not exceed 5 minutes, he looked at her and determined it was a tooth infection, offered anti biotics which we declined as we decided to visit our dentist instead. No Xray was taken, no ** reading, just a question and an answer. Later I was sent a bill for ******* dollars.When I inquired about a detailed bill, all I was provided was a severe tooth infection. The doctor submitted the paperwork to my insurance Anthem BCBS as dental which was declined as Er does not cover dental. As a patient we initially went there thinking it was an allergy attack since my wife had suffered that previously and had to get a shot.We were not aware of a tooth infection due to lack of any kind of pain. I asked the hospital to recode the claim to the insurance so that it can be covered since we did not know the cause, and they refused. The issue I have is that the bill should not be anywhere near that amount since we were there for 5 minutes, and no services were conducted. I am now being billed and no one is willing to take an action. Please helpBusiness Response
Date: 06/03/2024
Better Business Bureau of *****************
*************************** 300
********, ********
Jun 03, 2024Consumer: *****************************
Case 21774981
To whom it may ************I am responding to your email sent to Atrium Health on 5/30/2024. We are investigating your concerns and will contact you on or before 6/31/2024
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,
***************************
Sr. Patient Experience Consultant
Atrium Health
P.O. Box 32861
Charlotte NC 28232
Phone: ************
Customer Answer
Date: 06/04/2024
I am rejecting this response because: at it says is that they will look into it. Furthermore, they sent me an explanation of benefits claiming the charges were for facility fees and a high risk medication which we never received or acceptedBusiness Response
Date: 06/04/2024
acknowledgement letter attached. CMInitial Complaint
Date:05/15/2024
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.
I received a bill on 3/7/24. I called and set up a payment plan on 3/8/24 and received a confirmation email about the payment plan that day. I received a letter on 5/10.24 that I had been turned over to a collection agent (even though payments had been made). When I called today, 5/13/24, to ask why I was turned over to a collection agent, ******* stated they had no record of a payment plan even though I had an email confirmation and payments had been taken out of my checking account. Baptist representative was not helpful and would not correct my status even though I had an email with the payment plan and payments had been made.Business Response
Date: 05/15/2024
Dear BBB,
Please contact Atrium Health Wake Forest of Charlotte. Patient has no billing on the ************* system.
Thank you,
Customer Service
Customer Answer
Date: 05/15/2024
I am rejecting this response because:
I understand I have no balance with Atrium Health ******************* because I immediately payed the bill off after receiving the letter from the collection agency the other day. This does not change the fact that a payment plan was set up and a confirmation email was sent to me stated the payment plan was in place and started with an automatic draft each month. The response from Atrium Health Wake Forest Baptist also does not explain why the automatic draft for payment plan was stopped without my authorization and without Atrium Health Wake Forest Baptist informing me the cancellation of payments. Lastly, Atrium Health ******************* has not informed me the steps they will take in insuring that my credit score will not be effective from them turning me over to a collection agency and making sure their mistakes in this situation will never happen to me or anyone else again.Business Response
Date: 05/17/2024
Better Business Bureau of *****************
*************************** 300
******************
May 17, 2024Consumer: ***************** *******
Case #********
To whom it may ************I am responding to your email sent to Atrium Health on 5/16/2024. We are investigating your concerns and will contact you on or before 6/16/24.
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,
***************************
Sr. Patient Experience Consultant
Atrium Health
P.O. Box 32861
Charlotte NC 28232
Phone: ************
Initial Complaint
Date:05/06/2024
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.
On 12/21/21 I had a surgical procedure at Atrium Health ************. I was told after the procedure to call and set up a payment plan. When I went to do so after my surgery, I was asked my DOB several times and placed on hold. I was then told I needed to be transferred to another department without explanation. When the phone was answered at transfer, I was greeted with "Please provide the decedents name and date of birth". I had been marked as deceased and sent to DCM who handle billing for deceased individuals. After several days of calling, and requesting to speak with a supervisor, which I was never given the opportunity to do, I was told this was corrected, and I have been making payments on this account since. It has been two years. I recently received a message saying there was a change in my billing, and when I called to speak with the Atrium billing department, I was again put on hold several times and when they came on, I asked if they still had me listed as deceased and was told yes. I have several different accounts listed with them and have been calling for days trying to get records, speak with someone, and figure out how this mix up occurred and has not been corrected. I haven't been given requested information on what accounts are listed as having me deceased. I would like help getting this resolved, corrected, and credited.Business Response
Date: 05/08/2024
letter attached. CMInitial Complaint
Date:05/04/2024
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 been told by people in Atrium health that as long as I am putting money down each month they wont send my bill to collections. I have been paying every month $25+ a month. They have now sent it to collections. I have a paper trail of payments too. They said I can send my bills to access one. I have already done they and now owe them over $5,000Business Response
Date: 05/06/2024
Letter attached. CMInitial Complaint
Date:05/03/2024
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.
On February 26, 2024 I was sent over to the labor and delivery portion of Atrium Cabarrus by my OBGYN to receive a Rhogam shot because he did not have one in office. He had called over and asked the floor nurse if she could administer one and was told that she could, just to come over really quickly and should be out in a few minutes. From my understanding, it was only to take a moment to administer and I was not to be admitted to the hospital for any reason. When I received the bill, I saw the itemized statement showed that they had not only charged for medication but also a fee for administration (which I am not disputing), but they also filed to my insurance and have requested partial payment from me for a room fee of over $1000. I have tried to contact them numerous times and have finally received correspondence back that they are not going to take the room fee off, but are now calling it outpatient hospital visit. I was never informed that I would be paying for anything other than an injection and was only there because my OBGYN does not have the medication in his office. I did not receive any other hospital services. Furthermore, the fact that they have now changed the description from room fee to outpatient visit would indicate that something was miscoded to begin with which should indeed change the fees. I have not paid the bill as of yet because I do not feel that this is an accurate depiction of what occurred and do not feel responsible to pay for something that was either miscoded or misrepresented as to what I would be charged for.Business Response
Date: 05/06/2024
Better Business Bureau of *****************
*************************** 300
********, ********
May 06, 2024Consumer: **********************************
Case # 21663111
To whom it may ************I am responding to your email sent to Atrium Health on 5/6/2024. We are investigating your concerns and will contact you on or before 6/6/2024.
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,
***************************
Sr. Patient Experience Consultant
Atrium Health
P.O. Box 32861
Charlotte NC 28232
Phone: ************
Customer Answer
Date: 05/07/2024
I am rejecting this response because:
I received a phone call the same day this response was submitted 5/6/2024 stating that the charges for labor/delivery outpatient services was being removed and I would receive an updated bill to reflect that. As soon as I receive an updated statement I will remove my complaint from BBB and/or accept it as satisfactory. I am only responding with a non-acceptance until I have confirmation of what I was told over the phone because it said I have 5 days to respond to this correspondence. Thank you for taking another look at this charge and understanding the discrepancies. Sincerely, ***************************Business Response
Date: 05/10/2024
May 08, 2024
Better Business Bureau of Southern Piedmont
**********************************************************
Matthews, NC 28105
Consumer: LAURIN *******
Case #: 21663111
To whom it may concern:
I am writing in response to the email you sent to Atrium Health on 5/6/2024. We appreciate your willingness to take the time to communicate your concerns on behalf of LAURIN ******* BBB Case #21663111
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 08, 2024.
For additional questions or concerns, please reference my contact information below.
Sincerely,
***************************
Patient Experience Consultant
Atrium Health
P.O. Box 32861
Charlotte, NC 28232
Phone: ************
Customer Answer
Date: 05/10/2024
I am rejecting this response because:
I have not received an updated bill. This breakdown on the ***************** shows that I still owe the same amount as when the room fee/outpatient services were applied. However, the breakdown now shows that those fees were removed, but the total owed is the same. The total of $498 is more than the amount charged for the Rhogam shot and administration of the shot, and not even considering how much my insurance paid on those services. I did agree in phone conversation to accept the dispute once the room fee/outpatient fees were removed; however, the bill is still not reflecting that. So, stating that we have come to an agreement is somewhat incorrect as Atrium is requesting more money than is owed for the services administered.Business Response
Date: 05/21/2024
Case has been closed. CMCustomer Answer
Date: 05/23/2024
Better Business Bureau:
I have received a letter from the provider stating that the charge had been removed and was accidentally charged. 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 for your help.
***************************Initial Complaint
Date:05/01/2024
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.
On April 16, 2024, Tuesday, I had an accident and injured myself. I live in *****, **, but I was spending a short term stay in Charlotte, **. My pain was so high that I decided to call a well known *********** in Charlotte called Atrium Health. I called in the afternoon, around 2pm, and told them I needed to do an MRI, the agent said that they didn't do MRI's on the *********** and that I had to go to the Emergency Room, and gave me the phone number to the Atrium Health Emergency Room. I called them and asked if they had MRI, because I injured my knee and specifically said that an **Ray wouldn't find anything, they said that I could just walk in.I walked in at 5pm, and explained what happened and said I needed an MRI. They said ok and that I had to get checked by a nurse first. They checked my blood pressure and made me wait 2 hours for an **Ray, which I said I didn't need, but they said it was the procedure to do it before doing an MRI. After the **Ray, they took me to a room full of people, which I had to bag for ice and anti-inflammatory, and they gave me 2 pills. 2 hours after no one showed up, and I complained, until a Physician Assistant called *******************************, PA came and said he was waiting for the Orthopedic Doctor to come and talk to me, so he could request an MRI, since ******************************* PA is not a doctor. 2 hours later, at 1130pm he came and said that the Doctor couldn't see me, because he had to leave and he wouldn't request an MRI because that's not an emergency. They made me wait for 7 hours, to NOT DO ANYTHING. I didn't talk to ONE SINGLE DOCTOR. and they billed me $3,357 + $427 which after my insurance I'm supposed to pay $708.10 + $75.37, issued by Doctor ************************ Here are the issues:- I never saw a ************* lied to me saying I could get an MRI at the emergency room - They made me wait 7 hours for nothing - I left with the exact same pain I got there - They only "gave" me crutches I'm not paying for a service I didn't receive.Business Response
Date: 05/06/2024
Letter attached. CMCustomer Answer
Date: 05/06/2024
I am rejecting this response because they didn't solve anything yet. The response is just stating that they are investigating what happened and gave me 30 days to respond.Business Response
Date: 05/06/2024
Resolution letter attached. Please note that the facilities have been working on the case before I sent the initial letter. CMInitial Complaint
Date:04/23/2024
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.
After visiting the *** my accident status was sold to a 3rd party without my explicit permission. KNOWTION Health out of **********, **Business Response
Date: 05/06/2024
Letter attached. CMInitial Complaint
Date:04/17/2024
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.
This is the 2nd time that Atrium Health the ****************************** has changed my appointment without my consent first. I understand that the doctor is a human just as we are and things have to be moved around. However, you do not just change someones appointment without first obtaining their consent. This latest circumstance, which was yesterday. I had an appointment scheduled for 04/17 at 1:00pm. The scheduler called me as I was walking in their building for another appointment that day. And leaves me a voicemail stating they had to move my appointment to 1:30pm. Did not ask me or confirm if this would work for ME. Just told me that they moved it. The fact that it is only 30 minutes is not the issue. And personally I do not care how short of time that it is. Just as they are someones employee, so am I! I schedule time off work to attend my medical appointments. My time matters! When you take PTO you cannot alter someones time as that changes their PTO and could affect my attendance of being back on time changing my appointment to a later time. The professional manner would have been to ask, give me a choice and if I needed to change all together I could have. Again this is the 2nd time this has happened. And this issue should really be addressed. As this is peoples time and work. When I asked the scheduler why my appointment was changed. She stated another patient had transportation issues. So why does my appointment have to be moved for another patient?? Does this office participate in special treatment. That is not a reasonable excuse to adjust my appointment time when you do not know the ramifications on my end as well. Myself and another patient have nothing to do with each other. And quite frankly I did not need to be made aware of this patients circumstances. Next I am going to the ******************* to report the practice.Business Response
Date: 04/18/2024
Letter attached. cmCustomer Answer
Date: 04/22/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to my complaint, and I look forward to the resolution on or by 05/17 as outlined in their correspondence.
Thank you.Initial Complaint
Date:04/15/2024
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.
October 30,2023 I visited east over ob for a Pap smear and pelvic exam, ******** covered procedures. I am 75 so a ******** patient. I was billed a ***** an uncovered preventative care visit in addition to the covered pelvic and pap. It was never my intent to receive a preventative care visit. I get a ******** wellness check up from my internist also an atrium physician which is covered by ********. I only remember receiving a pap and ****** and discussing their frequency with my physician. But they have a weight. And blood pressure. I dont know it these were gleamed from my atrium records or if possibly I was weighed and ** was taken and I dont remember and didnt associate it with then documenting a service I neither needed nor wanted.I have tried to discuss this issue with them but am only informed in writing that they have verified coding. I have also filed an appeal with ********. Not that ******** did not approve but that atrium issued a charge in error. I was not given an advanced beneficiary notification but one is not required for non covered services, only encouraged.The patient is helpless in this situation. They dont know what will be billed until the bill is issued and the tendency at atrium is to up code if at all possible. I know of two other judgments where they coded incorrectly and were sued by government. Settlements in both cases were against .I am at least trying to warn other patients that this can happen to them with little recourse I am entering the amount charged below but have not paid. Because it is uncovered there is no ******** approved amount only the full charge. Again a loophole taken advantage ofBusiness Response
Date: 04/15/2024
Better Business Bureau of *****************
*************************** 300
********, ********
Apr 15, 2024Consumer: ***** *******************************
Case # 21576237
To whom it may ************I am responding to your email sent to Atrium Health on 4/15/2024. We are investigating your concerns and will contact you on or before 5/15/2024.
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,
***************************
Sr. Patient Experience Consultant
Atrium Health
P.O. Box 32861
Charlotte NC 28232
Phone: ************
Customer Answer
Date: 04/15/2024
I am rejecting this response becauseit does not give any indication what their investigation will show. And the rest of the message is their standard verbiage I read in all the complaints.
I will await the results of their investigation.
but please note the patient has no control over what service is provided or billed. I only wanted pap and pelvic and made that clear and they knew I had a primary care physician and wellness checkBusiness Response
Date: 05/06/2024
Resolution letter attached. A leader spoke to the patient on 4/18/24 in agreement to adjust the bill.Initial Complaint
Date:04/15/2024
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.
On October 4, 2023, my daughter was admitted for a routine tonsillectomy at the outpatient surgery facility at Atrium Health Union (provider strongly encouraged us to use facility -- hard to say no to the person performing the surgery). My complaints of Atrium are across two categories:1) PRICE GAUGING: Besides the fact that I have no way of confirming the validity of certain charges based on the descriptions provided AFTER the surgery (e.g., $1,193 charged for "Coblation suction integrate saline/port"), the charges for important but basic services are absolutely egregious and bordering on criminal. For example:- Anesthesia (67 min): A per minute charge to simply administer the anesthesia (NOT the cost of the anesthesiologist - paid separately) at $102 / min or ~$6k / hour, for a whopping $6,884 - Operating room (57 min): $6,718.75 for just 30 minutes ($223 / min!) and then $134 / min for every minute thereafter for a whopping $10,350 billed! Again, this is JUST to have access to the OR (surgical supplies and devices charged separately). The cost of the actual surgeon doing the real work was well <10% of this cost (and again, paid separately). - Recovery room (96 min): Charged by the minute at $1,620 / hour, $27 / min! Yes, over $1,600 for every hour for the patient to lie in an uncomfortable bed and have a nurse check on them maybe 2x during the stay.- Pathology: Lab testing of tonsils, which we did not order and for which there is no research suggesting is necessary (in fact, most medical publications suggest it's clearly unnecessary and more often for hospitals to make money), cost $402 each. That's right, $402 charged for the left tonsil and a separate $402 charged for the right TRANSPARENCY: If I was given any indication that Atrium would bill these insane amounts, I would have gone elsewhere. To say that you can't predict costs is also just lying. You know how much you charge per minute for the OR, recovery room, etc. for this routine surgeryBusiness Response
Date: 04/16/2024
Better Business Bureau of *****************
*************************** 300
********, ********
Apr 16, 2024Consumer: ***** *****************************
Case #21571860r
To whom it may ************I am responding to your email sent to Atrium Health on 4/16/2024. We are investigating your concerns and will contact you on or before 5/16/2024.
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,
***************************
Sr. Patient Experience Consultant
Atrium Health
P.O. Box 32861
Charlotte NC 28232
Phone: ************
Customer Answer
Date: 04/16/2024
While I appreciate that they have responded, no resolution has been provided. Instead, they have simply given themselves 30 days to provide an actual resolution. Until I receive a satisfactory response, I consider the correspondence "open" and therefore not resolved.Business Response
Date: 05/23/2024
May 23, 2024
Better Business Bureau of Southern Piedmont
*************************** 300
Matthews, NC 28105
Consumer: AVERY *****
Case #: 21571860
To whom it may concern:
I am writing in response to the email you sent to Atrium Health on 4/16/2024. We appreciate your willingness to take the time to communicate your concerns on behalf of AVERY ***** BBB Case # 21571860
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 April 29, 2024.
For additional questions or concerns, please reference my contact information below.
Sincerely,
***************************
Patient Experience Consultant
Atrium Health
P.O. Box 32861
Charlotte, NC 28232
Phone: ************
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