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:12/19/2023
Type:Customer Service 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 admitted to Davidson Atrium Health Rehab facility on December 4, 2023 and I submitted the **** paperwork via email to her therapist December 5th. I spoke with one of therapist on Thursday, December 7th and she stated it would be returned to us Friday, December 8th. The paperwork is due tomorrow, December 20th, but we have not heard back from anyone at the hospital nor have we received the paperwork.Business Response
Date: 12/20/2023
Dec 20, 2023
Better Business Bureau of Southern Piedmont
******************************************** 300
********, ** 28105
Consumer: Detreisha ******
Case #: #21029372
To whom it may concern:
I am writing in response to the email you sent to Atrium Health. We appreciate your willingness to take the time to communicate your concerns on behalf of Detreisha ****** BBB Case #21029372
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 Dec 19, 2023.
For additional questions or concerns, please reference my contact information below.
Sincerely,
***************************
Patient Experience Consultant
Atrium Health
P.O. Box 32861
Charlotte, ** 28232
Phone: ************
Initial Complaint
Date:12/18/2023
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 ******************* saw a Dr via virtual visit on 8-23-23 and again on 9-14-23. Our insurance plan has 0 co-pay for virtual visits. Atrium miscoded the claim as an office visit and has billed us for charges. I confirmed the miscode information with my insurance carrier. They contacted Atrium and Atrium agreed to resubmit. Yet I am still receiving past due statements via mail and multiple phone calls requesting payment.Business Response
Date: 12/18/2023
Resolution letter attached, CMInitial Complaint
Date:12/18/2023
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.
Atrium Billing Statement, Responsible # ********* My daughter (11 years old) had some stomach pain after eating 2 cupcakes on 10/28/2023, so we first went to Atrium Health *********** (**** ******** St, Charlotte) at 7:10 PM (that they close at 8 PM), and was seen there for a couple mins, but told they dont have anyone for us, why dont you go to Atrium Health Levine Children's Hospital Emergency Room which is only 2 mins down the road. Later upon looking at this *********** reviews on ******* I have seen several reviews saying the exact same thing we experienced = Atrium intentionally steered us towards much more expensive place from this *********** to Emergency Room for small issues. Also, upon talking to Atrium ************** there is also another *********** closes at 10 PM, but that was never offered/told to us Then at Emergency Room, after measured urine, heart rate and blood pressured and offered 2 pills (1 Ibuprofen and 1 Tylenol), we wanted to leave after about 30 mins, but being asked to wait. They have some trauma patient, so they said they had to attend that first, so we ended up being held there for 2.5 hours, couldnt leave as my daughter asked me to ask to leave several times. Now looking at the detailed statement, how come is this rated Level 3 / Moderate Severity (2,791$) for just measuring urine, heart rate and blood pressure and 2 pain killers that can be easily done at ***********. Is it because we were held as hostages there for 2.5 hours?In addition, we were asked to test COVID. We were under the impression, COVID testing kits over the counter are just 29.99$, so we said yes, even just for stomach pain. However, I am seeing that is being charged for 445$ (more than 15 times price). And we didnt even get the result. I asked if I can get the result that night, but was told we had to wait in Emergency Room longer (perhaps another hour) to receive that result, but we left before that.Business Response
Date: 12/20/2023
Dec 19, 2023
Better Business Bureau of Southern Piedmont
************************************************
********, ** 28105
Consumer: ALLY SHU
Case #********
To whom it may concern:
I am writing in response to the email you sent to Atrium Health on 12/5/2023. We appreciate your willingness to take the time to communicate your concerns on behalf of ALLY SHU #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 Dec 19, 2023.
For additional questions or concerns, please reference my contact information below.
Sincerely,
***************************
Patient Experience Consultant
Atrium Health
P.O. Box 32861
Charlotte, ** 28232
Phone: ************
Initial Complaint
Date:12/15/2023
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.
So I recent changed stored *** they messed up my insurance. I have had it corrected but atrium health will not resubmit the claim. My insurance told me to have them resubmit the claim so they can correct it and or approve it. Atrium health will not work with me. I will not pay them until they submit insurance correctly.Business Response
Date: 12/15/2023
Better Business Bureau of Southern Piedmont
******************************************** 300
********, ** 28205
Dec 15, 2023Consumer: ****** *************************
Case #********
To whom it may *************************** to your email sent to Atrium Health on 12/15/2023. We are investigating your concerns and will contact you on or before January 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 ** 28232
Phone: ************
Customer Answer
Date: 12/16/2023
I am rejecting this response because:
It should not take that long to figure this out. This has been going on for months. And the longer you take the less I will pay. And if filed through collections I will tell them the same thing.Business Response
Date: 12/20/2023
An email was sent from the billing department to ***************************** on 12/18 asking for additional information. ************** is waiting to hear back from him. CMInitial Complaint
Date:11/22/2023
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 had a file that was reprocessed and now atrium owes me over $150. I have tried for 7 months to get it. Everytime they call they claim they dont have record of me calling and it will be processed now.Business Response
Date: 11/30/2023
Better Business Bureau of Southern Piedmont
************************************************
********, ** 28205
Nov 30, 2023Consumer: ****** *******************************
Case #********
To whom it may *************************** to your email sent to Atrium Health on 11/22/2023. We are investigating your concerns and will contact you on or before 12/22/2023.
Atrium Health is dedicated to providing our patients with excellent healthcare and being mindful of the cost of care. Please know that your feedback is important to us, and we appreciate the opportunity to investigate and resolve these concerns.
Atrium Health wants to continue to be your hospital of choice, and I apologize we did not meet your expectations.
Sincerely,
***************************
Sr. Patient Experience Consultant
Atrium Health
P.O. Box 32861
Charlotte ** 28232
Phone: ************
Initial Complaint
Date:11/14/2023
Type:Customer Service 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.
When calling to make appointments the wait time is long, if your voice is that of an ****** and there is any trouble in communication which is in perfect English just different accent the person doing intake for you to get an pcp, a woman, African American, will swiftly hang up on you. She cannot be bothered to put forth any effort. This means there are hours, days and months of overall wait times for nothing, this is not only bad for atrium health but also for patients.Business Response
Date: 12/11/2023
Better Business Bureau of Southern Piedmont
************************************************
********, ** 28205
Dec 11, 2023Consumer: *************************
Case#********
To whom it may *************************** to your email sent to Atrium Health on 12/8/2023. We are investigating your concerns and will contact you on or before January 8, 2023.
Atrium Health is dedicated to providing our patients with excellent healthcare and being mindful of the cost of care. Please know that your feedback is important to us, and we appreciate the opportunity to investigate and resolve these concerns.
Atrium Health wants to continue to be your hospital of choice, and I apologize we did not meet your expectations.
Sincerely,
***************************
Sr. Patient Experience Consultant
Atrium Health
P.O. Box 32861
Charlotte ** 28232
Phone: ************
Initial Complaint
Date:11/03/2023
Type:Billing 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 saw a physician on 6/29/23. My insurance company processed the claim, and my deductible was $313.42. I paid through my HSA, and Atrium was sent a check for that amount. They apparently did not post the amount to my account, but they cashed the check. After several emailed conversations in their customer service **********************, they removed the balance. As of late, they put the balance back on, and they are starting all over again.I have submitted a copy of the cashed check; pointed out that they are not posting the right amounts to the right accounts. I've escalated to their AR Director (with no response).Business Response
Date: 11/06/2023
Better Business Bureau of Southern Piedmont
******************************************** 300
********, ** *****
Nov 06, 2023
Consumer: ****** ***********************
Case # case number
To whom it may *************************** to your email sent to Atrium Health on 11/5/2023. We are investigating your concerns and will contact you on or before 12/5/2023.
Atrium Health is dedicated to providing our patients with excellent healthcare and being mindful of the cost of care. Please know that your feedback is important to us, and we appreciate the opportunity to investigate and resolve these concerns.
Atrium Health wants to continue to be your hospital of choice, and I apologize we did not meet your expectations.
Sincerely,
***************************
Sr. Patient Experience Consultant
Atrium Health
P.O. Box 32861
Charlotte ** 28232
Phone: ************
Customer Answer
Date: 11/07/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
Thank you.Initial Complaint
Date:10/27/2023
Type:Order 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 am no lable for this debt with ATRIUM HEALTH MERCY. I do not a contract with MEDICAL DATA SYSTEMS **** They did not provide me with the original contract as requested.Business Response
Date: 11/03/2023
Better Business Bureau of Southern Piedmont
***************************************************************************** Nov 03, 2023
Consumer: *****************************************;#********
To whom it may ******** *************** to your email sent to Atrium Health on 11/3/2023. We are investigating your concerns and will contact you on or before 12/1/2023.
Atrium Health is dedicated to providing our patients with excellent healthcare and being mindful of the cost of care. Please know that your feedback is important to us, and we appreciate the opportunity to investigate and resolve these concerns.
Atrium Health wants to continue to be your hospital of choice, and I apologize we did not meet your expectations.
Sincerely,
***************************
Sr. Patient Experience Consultant
Atrium Health
P.O. Box *****
Charlotte ** *****
Phone: ************
Initial Complaint
Date:10/19/2023
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 visited the Atrium Health ****************** in ************, ** on June 4, 2023 for treatment for an infected mosquito bite. At the time of service, I provided my insurance information plan which was Anthem/Blue Cross Blue Shield as a member under my husband's employer provided insurance plan. I received no indication that my insurance was not accepted, and this *********** was verified as covered under my insurance plan at the time of service. After receiving care at this facility, I received my first bill in the mail from Atrium health which indicated that I would be responsible for the full amount of the cost billed for the care I received ($310.00 in total) without any insurance paid for portion of the bill indicated.I then contacted my insurance provider who informed me that they had not received a filed claim from this healthcare provider. After that, I contacted Atrium Health directly, where the support agent I spoke with expressed confusion as to why my bill was not being sent through insurance. They then started the process to resubmit the claim with the assurance that it would be done properly.Since then, I have received multiple paper bills in the mail from Atrium detailing the original cost with no change. This also after multiple phone calls to Atrium with my insurance provider conferenced in as well in an attempt to resolve this negligent billing issue with no change. It is now October 18th, and after multiple promises from Atrium Health support representatives to correctly process this bill through insurance, as well as multiple promises to halt the deluge of paper bills delivered to my address, I have received yet another bill (5 in total) in the mail from Atrium for the same original amount of $310 with no explanation or indication of any imminent resolution. I am at my wit's end attempting to deal with this situation, of which I can only surmise is willful and malicious ignorance. I feel I have no other choice but to escalate this issue.Business Response
Date: 10/19/2023
Letter attached. CMBusiness Response
Date: 10/21/2023
Better Business Bureau of Southern Piedmont
******************************************** 300
********, ** 28205
Oct 19, 2023Consumer: ***********************
Case # 20749142
To whom it may *************************** to your email sent to Atrium Health on 10/19/2023. We are investigating your concerns and will contact you on or before 11/17/23.
Atrium Health is dedicated to providing our patients with excellent healthcare and being mindful of the cost of care. Please know that your feedback is important to us, and we appreciate the opportunity to investigate and resolve these concerns.
Atrium Health wants to continue to be your hospital of choice, and I apologize we did not meet your expectations.
Sincerely,
***************************
Sr. Patient Experience Consultant
Atrium Health
P.O. Box 32861
Charlotte ** 28232
Phone: ************
Customer Answer
Date: 10/25/2023
I am rejecting this response because:To whom it may concern:Quite frankly, as stated in the initial complaint, I am beyond frustrated with the runaround that I have received from Atrium Health regarding this now four month long series of fruitless attempts to resolve this seemingly very simple billing issue.To note, we have received, on multiple occasions, the same response from multiple different Atrium Health representatives, stating that it would be investigated, our bill would be put on hold, that it would be re-billed correctly through our insurance, and to wait another 30 days for a resolution.After all of these conversations, like clockwork, we then receive yet another automated bill in the mail identical to the last, with an updated due date but no change elsewhere.I am convinced at this point that this crosses the line into willful negligence, and a direct violation of the Federal Consolidated Appropriations Act of 2021 under Title I clause: No Surprises Act, and Title II clause: Transparency. As a result, I've lost what little trust I have in the health care system to put patients as a priority, which is why I felt forced to report a complaint to the BBB as one of my few alternative paths to an ultimate resolution.Simply put, I expect a resolution MUCH sooner than three weeks from now, as this sounds much too similar to responses that I have received in every other attempt that I have made through Atrium.As stated in my initial complaint, I am at my **** end regarding this issue, and am strongly considering bringing my issue to the media in event that this latest attempt also fails to address what should be an extremely simple issue to solve. As stated above, this billing practice is in violation of federal law and illegal, so I would very much expect this issue to be addressed as a priority and not one that is once again sent back through the same unproductive process that led me here in the first place.Business Response
Date: 10/26/2023
letter attached. They are still working on this.Initial Complaint
Date:09/28/2023
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.
Affordable Care Act stated preventive care services paid 100% by insurance and annual physical exam (APE) with the standard lab tests such as procedure ***** (Lipid profile) are within the preventive care guideline.My wifes APE was billed a copay for her procedure ***** with Diagnosis Code z136, which Aetna has confirmed that z136 was NOT preventive care!I also had an APE in this office by **************** with a same procedure ***** with Diagnosis Code z0000, which Aetna classified under preventive care so my lab work was 100% covered.The problem was ******************************************* made a mistake of Diagnosis Code z136, which caused my wife had to pay a co-pay that shouldnt had.We had contacted this MD for resolution but she let ******, coding specialist, handle this complaint without care if she rather made a mistake all this time to all her patients with such wrong Diagnosis Code z136 for every APE.Unfortunately, ****** didnt do her job properly and insisted the issue was not in their part?! Not once, not twice, ****** insisted us to contact our insurance company regardless we had provided a wrong diagnosis code was a root cause. Both ******** and ****** agreed this procedure ***** was a preventive care per APE, but they both still refused to make a correction of Diagnosis Code from z136 to z0000 and then resubmit to Aetna!We had spoken to this office manager, *********, about the issues. ********* stated she will follow up and give us a call back in 10 days, but she never did! Even after we left her a voice mail and still hear nothing from her!So we filed a complaint to Atrium care hot-line, finally, ****** called on 9/14 stated shell submit a correction for Diagnosis Code z0000 to our insurance, but as soon as she found out we had a complaint against them, then she just on purpose stalled making progress and finally continue pointing a finger to *****. She never answer the question why our Diagnosis Code inconsistent with same procedure *****?Business Response
Date: 09/29/2023
Better Business Bureau of Southern Piedmont
************************************************
********, ** 28205
Sep 29, 2023Consumer: ***************
Case # 20668508
To whom it may *************************** to your email sent to Atrium Health on 9/29/2023. We are investigating your concerns and will contact you on or before 10/28/2023.
Atrium Health is dedicated to providing our patients with excellent healthcare and being mindful of the cost of care. Please know that your feedback is important to us, and we appreciate the opportunity to investigate and resolve these concerns.
Atrium Health wants to continue to be your hospital of choice, and I apologize we did not meet your expectations.
Sincerely,
***************************
Sr. Patient Experience Consultant
Atrium Health
P.O. Box 32861
Charlotte ** 28232
Phone: ************
Customer Answer
Date: 10/02/2023
I am rejecting this response because: I don't want BBB to close this case yet.Atrium VP, ************** had promised to order a refile to correct the issue DIAGNOSIS from z13.6 to z00.00 and it will take up to 30 days.
***** stated she will give ** a call in 2 weeks, so I like to keep this open until her follow up takes place.
Business Response
Date: 10/12/2023
Better Business Bureau of Southern Piedmont
************************************************
********, ** 28205
Sep 29, 2023Consumer: ***************
Case # 20668508
To whom it may *************************** to your email sent to Atrium Health on 9/29/2023. We are investigating your concerns and will contact you on or before 10/28/2023.
Atrium Health is dedicated to providing our patients with excellent healthcare and being mindful of the cost of care. Please know that your feedback is important to us, and we appreciate the opportunity to investigate and resolve these concerns.
Atrium Health wants to continue to be your hospital of choice, and I apologize we did not meet your expectations.
Sincerely,
***************************
Sr. Patient Experience Consultant
Atrium Health
P.O. Box 32861
Charlotte ** 28232
Phone: ************
Customer Answer
Date: 10/16/2023
Better Business Bureau:I've confirmed the Atrium's VP ordered a resubmission to my insurance changed the Diagnosis code from z136 to z0000; the result was covered 100% by the insurance and no more co-pay from us.
Atrium should be learned from this case and has better training to its staff because this kind of code issue should be able to resolve from the coding specialist, provider and the office manager; it should not escalation to the Atrium's higher-level manager or BBB involved in order to setteled.
Thank you.
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