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

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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:09/13/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had a virtual doctor's visit on 7/21/2023 with ************************************ with Atrium Health ******* ********************* ***************** I did not go into the ****** at all. The submission to insurance was for $310.00. Once again, Atrium Health billing (phone ************) submitted a claim to my insurance company, United Healthcare ********* for an outpatient visit using the wrong CPT code & wrong location of visit code. This happened exactly the same way last year in ********** 2022 with 2 other Atrium ************* had to resort to a BBB complaint then as well to get this resolved. AH billing submitted the in-person outpatient ****** visit code of ***** to insurance & yet billed me under the correct billing code of *****. On MULTIPLE occasions I have called Atrium billing, chatted with them, sent emails to the billing department AND sent an email to the doctor's ****** directly. I received no replies to any emails. Billing chat & calls are met with "it's correct & to contact the ****** directly." NO concern & NO help at all. I have called the insurance company multiple times (they say it's wrong coding) so that customer service with United ******************** could call & talk with someone in billing & at the ******. Insurance has been told it would be fixed. It still has not. I filed a grievance with insurance & the result was Atrium would fix the issue within 5 days, a long time ago. I have a list of all calls, dates, notes & people spoken to. I have also attached the proof of billing, claim submission to insurance & the insurance grievance letter. Atrium says I owe a $30 ***************** says that I do not owe anything for a virtual visit. I refuse to pay this as I don't owe it. I'm in the process of changing all of my doctors &hospital preference AWAY from Atrium altogether due to their billing practices, poor customer service & how much WORK it is to correct their fraudulent billing errors. If it's happening to me so often, it's definitely happening to countless others.
Business Response
Date: 09/28/2023
Letter attached. CM
Initial Complaint
Date:08/31/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My wife and I received a bill for an appointment/service that was not ours. It was dated 4/9. This was a Sunday and a holiday and the ****** wasnt even open then. We filed an appeal with pineville atrium health endocrinology and it was immediately denied. Finally after 2 months of continuing to call we connected with the ****** manager who after looking into the bill realized it wasnt ours and had the bill for $173 removed. Several months later this situation has occurred once again, this time for a bill in the amount of $60.60 from an appointment on 7/19 which was not ours, we did not attend, and we did not receive any service on that date. We have been getting the runaround for the last month and no one wants to help us out this time. I reached out to the doctor in question asking her to simply reply that this appointment never occurred so i could show that message to billing to get this removed but so far she has not for some reason simply replied stating that this appointment has not occurred even though she did apologize for the inconvenience and claims to have reached out to the ****** manager, who I cannot get ahold of, to get this resolved. I have advised that if this bill is for a previous appointment then it needs to be changed to reflect that but at this time we are being asked to pay a fraudulent bill and we cannot do that. Either this one is not for us as was the case with the 4/9 bill or it is for an appointment (which would be as far back as March so not sure why wed be getting a bill in July) and needs to reflect as such. Either way (unintentionally as it may be) fraud seems to be committed here and we simply need the bill removed completely (as this alleged appointment never occurred) or we need a bill to reflect the proper date of service. A doctor's ****** cant just send bills throughout the year with made up dates.Please help us in getting this matter resolved by having this fraudulent either adjusted to the right date or removed completely. thanks
Business Response
Date: 09/01/2023
Letter attached. CM
Customer Answer
Date: 09/01/2023

I am rejecting this response because:
Weve been trying to get this resolved since July 31st. Waiting another month is not acceptable. The bill is not ours. No service or appointment occurred on that date and therefore this is a fraudulent bill. Please remove it immediately. At this point we are looking to take our business elsewhere if this cannot be remedied immediately. Thank you
Business Response
Date: 10/19/2023
letter attached. cm
Business Response
Date: 10/21/2023
Better Business Bureau of Southern Piedmont

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

********, ** 28205

Oct 19, 2023

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

Case # 20549146

To whom it may ************
*************** to our conversation on 10/12/2023. We are investigating your concerns and will contact you on or before 11/12/2013.

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:08/30/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I received a bill dated 8/1/2023 with a date of service of 4/28/2022! When I called to ask about this bill and the significant delay in a bill to me, I was told repeatedly the bill was valid and that it was a matter of my compliance with use of the medical equipment that *** have led to delayed billing. When asked who I needed to appeal to about my use of the sleep apnea machine that I use faithfully every night, no information was given. This billing of nearly ********************************************************************************************************************* knowing if this violates the No Surprise Medical Bills covered under the federal No Surprise Act that protects consumers from unfair and unexpected bills more than a full year after services rendered. I would not recommend this company for medical sleep supplies and while they include a number on the bill for questions they have no intention of helping you.
Business Response
Date: 08/31/2023
Letter attached. cm
Customer Answer
Date: 08/31/2023

I am rejecting this response because: the letter states that issue will be investigated and they will contact me on or before 9/29/2023. I do not have a resolution yet and I wish to reserve the right to keep complaint open until I receive a final response and/or settlement of the issue.
Initial Complaint
Date:08/25/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Atrium Health Sleep Medicine in Concord submitted a claim for $681.30 to my health insurance provider for a brain wave study. The claim states the date of service for the brain wave study was 3/31/2023. My insurance plan discounted the cost to $366.54, and I owed an out of pocket payment of $314.76. My complaint is that I never received a brain wave study. I only conducted an "AT Home" sleep study test in my personal residence. The "AT Home Sleep" study did not involve a brain wave study. I disputed the out of pocket charge of $314.76 with Atrium Health. Atrium Health mailed me a letter rejecting my dispute of the charge. Subsequently, within a one week time period, they subsequently turned the $314.76 over to a ****************** I am disputing the insurance claim with my health care provider.
Business Response
Date: 08/28/2023
letter attached
Initial Complaint
Date:08/22/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Problem$534.00 undisclosed new patient fee to see *************** on 12/13/2022.*************** practices from the same office as my General Practitioner (************) who has been my dr for over 20 yrs. I had finger pain and needed a steroid shot. *********** referred me to a doctor in the very same office the ************ practices in. There is nothing that indicates a separate practice was ran by *************** that would incur a $534 new patient fee. No disclosure. Whenever I have seen other doctors, or a PA there has never been a new patient fee. **************** uses the same office, the same office staff and used my medical record chart and wrote notes in my med file with Atrium Health from the last 20 years. I have reached out to billing multiple times and wrote to *************** personally and no one is willing to change the new patient code and dismiss the $534. new patient fee.
Business Response
Date: 08/22/2023
Aug 22, 2023

Better Business Bureau of Southern Piedmont

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

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

Consumer: JANE *****

Case #********

To whom it may concern:

*************** to the email you sent to Atrium Health on 5/9/2023. We appreciate your willingness to take the time to communicate your concerns on behalf of JANE ***** BBB Case #********

We have completed our investigation of the concerns regarding the recent experience at Atrium Health. The complaint has been addressed with the complainant and resolved as of May 13, 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: ************
Customer Answer
Date: 08/25/2023

I am rejecting this response because: I spoke to *************************** at Atrium Billing via phone on Thursday 8/24/2023 and inquired as to how this billing issue was resolved on May 12, 2023 per her response to this BBB complaint. I explained again the issue I had with the bill. She responded she would look into the matter, On Friday 8/25/2023 ******* called me to state that she would be sending my concerns to another part at Atrium to view my complaint. She stated that I should have a response from her on Tuesday 8/29/2023. Complaint is remains open
Business Response
Date: 09/11/2023
Resolution letter attached. CM
Initial Complaint
Date:08/17/2023
Type:Service or Repair 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.
***** had two stints put in his new medication gives him debilitating headaches and extremely high blood pressure. Contacts nurses at ****** clinic and they tell him to follow up with PCP or go to ER. Pcp states they dont want to treat since he just had stints put in. Office manager will not call myself or patient back. Its ridiculous that nobody cares about the patient or even want to schedule an office visit.
Customer Answer
Date: 08/17/2023
*************************** 7-8-77
Business Response
Date: 08/18/2023
BBB of Southern Piedmont, Inc.

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

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

Aug 18, 2023

To whom it may concern:

I am writing in response to the email you sent regarding Atrium Health on 8/18/2023. We appreciate your willingness to take the time to communicate your concerns on behalf of ************;GRAVES 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,

**************************;

Corporate Patient Experience
Atrium Health
P.O. Box 32861
Charlotte ** 28232
Phone: ************
Customer Answer
Date: 08/18/2023

I am rejecting this response because:
I dont trust they will call or resolve I do t want to close case until they take care of things for *******.
Business Response
Date: 08/28/2023
Letter attached
Customer Answer
Date: 08/28/2023

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. They didnt speak with me directly or address my concerns, but did make the medication adjustment for patient. We will see how it goes.

Thank you.
Initial Complaint
Date:08/14/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My husband and I each received the attached letters from Atrium Health, detailing an outstanding balance that would be setoff against our SC income tax return (*********************** - $3,116.23 and *********************** - $3,806.03) on 5/13/2023. Without any phone number listed on the notice, we followed the instructions on the letters and submitted written disputes for both charges, mailed to stated mailing address on 5/23/23 and 6/26/23. To date, we have not received any response to our written disputes from Atrium Health, yet our SC income tax refund was garnished and applied to the above amounts. My husband and I have both attempted to contact Atrium Health numerous times via email (online 'contact us') and their medical bills contact number at ************** and **************. We've requested an itemized summary of the charges, but no one has been able to assist as they can't locate any delinquent charges or services related to any amounts similar to the ones above. We've been told the account numbers provided on the setoff letters from Atrium Health aren't correct account numbers as their accounts don't begin with a letter. During a call my husband had last week, we were told there's an additional balance of $2400 even though the attached setoff letters specifically state that our account balance is now $0.00. We have a MyAtrium account, which allows you to view statements, current balance, etc. It's important to note that there are not, nor have ever been, any charges in these amounts and our account has a $0 balance. I also think it's imperative to mention that we have both been fully insured for the last 10 years so I'm clueless as to what service would yield balances in these amounts. We've contacted the **** and the ****** who have stated that this dispute needs to be handled directly with Atrium Health, but we can't get any information or detail regarding the above charges, even though our income tax refund was garnished. We're at a loss for how to proceed.
Business Response
Date: 08/17/2023
Better Business Bureau of Southern Piedmont

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

********, ** 28205

Aug 16, 2023

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

Case # 20465908

To whom it may ************
*************** to your email sent to Atrium Health on 8/15/2023. We are investigating your concerns and will contact you on or before Friday, September 15, 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 that we did not meet your expectations.

Sincerely,

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

Sr. Patient Experience Consultant

Atrium Health

P.O. Box 32861

Charlotte ** 28232

Phone: ************
Initial Complaint
Date:08/07/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 6/10/2023 I went to Atrium Health *********** at the *********, ** location for a medical exam to attain a Commercial Driver Medical Certification. I was told at the front desk that the exam is not covered by medical insurance and the cost would be $136.00. I paid the $136.00 and was given a receipt. I was given an exam by ****************************, PA and received my certification.On 6/16/23, I received notification by email that I had a new statement from Atrium Health and owed $46.40. The statement showed the exam's total cost at $304.00 with patient payments and adjustments of $257.60 leaving a balance of $46.40. I spoke to Atrium 0n 8/04/23 and was told the $136.00 I paid was just an estimate and that I was given an uninsured discount of $121.60 and I would have to pay the balance of $46.40.I believe Atrium misrepresented the cost of the exam because I was never told of the $304.00 total cost or the uninsured discount at the office on the day of the exam. I was told the cost of the exam would be $136.00 and I paid it. I would like the remaining balance of $46.40 to be waived and further attempts to collect the balance to end.
Business Response
Date: 08/07/2023
Better Business Bureau of Southern Piedmont

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

********, ** 28205

Aug 07, 2023

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

Case # 20424943

To whom it may ************
*************** to your email sent to Atrium Health on 8/7/2023. We are investigating your concerns and will contact you on or before 9/7/23.

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: ************
Initial Complaint
Date:08/03/2023
Type:Order 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.
The hospital system has repeatedly falsified my medical record. I repeatedly attempted to correct this, to no avail. Further, after forcing me to ascribe to a stated gender, they have repeatedly misgendered me.In one case they claimed that I claimed I was a late 20s *************************. I am neither in my late 20s nor am I hispanic. They further described my condition as being knee pain. It was not.Today i discovered that there is a record of me stating things that are factually unaccurate. Example: the ** claims that I told her that I had L2,L3,L4 removed I have not, rather I stated to her that I had lost, as in loss of proper function, L2,L4,L5. She continued to argue about enough that I realized she not only had not even read the summary of my chart, but may very well yave been either incompetent or under he influence. After forcing me to declare a gender in a filimg, supposedly required by ********* they have refused to refer to me as my identified gender. If I have to file paperwork declaring a gender, which was an unnecessary and fraudulent invasion of my privacy, then they should have to use it.
Business Response
Date: 08/10/2023
********************** filed a formal complaint with our facility on 8/4/2023. Our facility has 30 days to respond to complaints filed. This case is currently under review and ********************** will be notified in writing when our investigation is complete.
Initial Complaint
Date:07/31/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Have used current Healthy *********************
Business Response
Date: 08/01/2023
I do not see a patient in our system with the demographics listed, he resides in ***********, ** - outside of our geographic area, and there is not enough information listed by him to understand what he is asking for (an itemized bill maybe? If so, what is the date of service?

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