Complaints

This profile includes complaints for Aiken Regional Hospital Accounting's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Aiken Regional Hospital Accounting

  302 University Pkwy Aiken, SC 29801-6302

• 

  Aiken Regional Hospital Accounting

  202 University Parkway Aiken, SC 29801

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:12/16/2024

  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 have many hospital bills coming from them, I pay an amount toward them every month and they divide it up for what bill gets what amount. They have sent one bill to collections and have said they are sending another to collection even though I have been making payments to them. They told me on th phone just to keep making payments even if it's in the collections it will still count to my bill. They are messing my credit up because I don't have 3000 to pay them up front. I have made my payment as much as I could each month yet still sent to collections!

  Business Response

  Date: 12/19/2024

  Patient has 3 accounts with Aiken Regional Medical Centers and has not set up a formal payment arrangement.  Patient does send payments for varies amounts however without a formal payment plan the system does not know what to expect each month. If a formal payment plan is not setup or the balance is not paid in full within 120 days of the first statement, the account automatically will be sent to an agency. Patient had been sent several statements asking her to call us to set up a formal payment plan, which she had not done. 

  Our Business office Responded to an Email from the patient spouse on 11-13-24, We requested information from the patient to be able to talk with the husband. We still have not received a response in reference to HIPAA information we requested therefore, we can only talk to the patient.    

  We have tried contacting patient multiple times, and left voice mails for her to call us about setting up the formal payment plan and she has yet to do so. 

   

• Initial Complaint

  Date:12/06/2024

  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 am the insured with **** and my wife received an MRI, paying upfront for the pre-negotiated, out of pocket, in-network cost of $281. We then later received bills for $149.99 without any explanation. After contesting repeatedly and finally paying this over charge, we want the funds returned in the amount of $149.99.

  Business Response

  Date: 12/06/2024

  ARMC contacted patient on 10-2-24 to review her Estimated patient balance prior to her visit,  Patient told us that her husband had called their insurance carrier and was told by them that her patient balance would only be $ 281.00 therefore we allowed her to make that payment on the date of service but we did tell her on the phone prior to her visit that if the insurance did not pay as her husband had indicated she would receive a bill for any additional patient balances.  ARMC did obtain the patients EOB from **** ***** and the insurance processed the claim and stated her co-insurance is $430.99 NOT $281.00 as the husband had stated therefore since the patient only paid $281.00 she still owes ARMC $149.99 for this procedure after her insurance processed her claim.  Our Business has spoken to the patient and husband and tried to explain this to them. 

  Customer Answer

  Date: 12/06/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  

  I have no evidence of **** telling the provider that I owed $431 out of pocket but I have proof from the **** before treatment that I would owe $281. I can provide the proof that I have for all to see. 

  
  
  Sincerely,
  
  
  
  ***** ********

  Customer Answer

  Date: 12/06/2024

  The EOB from **** shows "XRAY" but no procedure code is given. The actual service was for an MRI which was the basis for the $281 pre-treatment out of pocket cost. 

  Business Response

  Date: 12/09/2024

  We also received an EOB from **** ***** and ours has a procedure listed ***** which is an MRI and they paid $2,383.72 and it states your coinsurance amount is $420.65.  So, minus what you already paid $281.00 the remaining balance would be $ 149.00. Make sure who ever told you at **** ***** it was $ 281.00 was looking at your benefits correctly, when they process our claims, it is done under outpatient hospital.  

  Customer Answer

  Date: 12/09/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  **** and ARMC cannot shift the cost burden to the patient. Looks to me like **** should have paid $2,533.70 to ARMC, thereby matching the pre-determined out of pocket cost for us of $281. It's a pre-set amount for an MRI that ARMC gets from ****, and just because ARMC would like to get more it doesn't mean they should be able to bill patients. This is terribly rigged against the insured who are paying ever higher premiums and getting less and less in return. I would like a full explanation  of this billing from ARMC showing the basis for the $2,382.72 paid by ****.
  
  
  
  Sincerely,
  
  
  
  ***** ********

• Initial Complaint

  Date:09/18/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was seen at Aiken ER on ****-23 and again on ****/29-23 for *********. I did not receive a billing statement until near the end of April. I started making monthly payments on each account, one was for $476.76 and the other $370.01 in May and was told that as long as I made payments it would not be turned over to collections. After making payments in August of 2023, my account was turned over to collections. I owe $151.76 on one account and $45.01 on the other, totaling $196.77. My intent was to pay them both off in September, but I get a notice in the mail from a collection agency saying I owe $226.76. I am furious that I was turned over to collections. I went to Aiken Regional to discuss this and was told that if I still owed a balance after 6 months the accounts automatically get turned over to collections. I last made payments on ****-23 and the date on the collection letter is ****.23. IT HASN'T BEEN 6 MONTHS YET!!!!!! There is absolutely nowhere on the billing statements that state you will be turned over to collections after 6 months, well 5 months in my case, or I would have paid it by now. This could affect my credit score and report and is very unprofessional of Aiken Regional.

  Business Response

  Date: 09/26/2023

  Good afternoon, 

  After reviewing both accounts, it was determined neither account was set on a payment plan.  While we were receiving payments, this would not have prevented the accounts outsourcing to collections. As a gesture of good will, I adjusted the balance of $45.01. and closed both accounts with the collection agency. Should Mr. ****** need additional time for paying the reminder balance of $151.76, please have him call our toll-free number ***** ******** to set the account on a payment arrangement. Additionally these accounts were NOT reported to  the three major credit bureaus.      Should you require anything further I can be reached at ***** *** ***** 

  Customer Answer

  Date: 09/26/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ******* ******

• Initial Complaint

  Date:04/25/2023

  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.

  I have tried numerous times to create an account to make payments on a due balance account through Aiken Regional, and the website does not send the verification email code. I recently opened a help ticket to assist with the issue and never got a response.
  The hospital turned over the balance to collections. This is not acceptable as their website has prevented me from making payments.

  Business Response

  Date: 05/16/2023

  First, we have had numerous issues just trying to get into your portal.  Over the last two years we struggle and have to reach out for you to email the complaint. We attempted to log into your website to view this complaint and sent two emails with no response.  You need to address your website issues so we can properly respond.

  In regards to the complaint by Ms. ******** please be aware of the following actions.

  Ms. ******** was seen at our facility in ******** of 2021.  She presented **** ** ********** *** *** ***** * ******** Discount to reduce the balance and received 4 statements over a period of 4 months. Patient called in ******* of 2022 inquiring about ******* *********** An application was sent out to her and was not returned.  Her account was then turned over to a collection agency.  In ***** ***2023 the patient called stating she had made several attempts to pay the bill via website unsuccessfully.  On *** *** 2023, the account was closed with the Credit Bureau and returned. The patient was sent a written notification of the removal from the Credit Bureau.  The patient was given alternate instructions as to various payment methods such as phone, mail or in person at the facility. 

  The patient had a second account from ******* 2022.  This account was with an agency however, was not placed with the Credit Bureau. Written notification of the cancellation was also sent to the patient. Both accounts are awaiting payment from the patient.