Complaints

This profile includes complaints for MUSC Health's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  MUSC Health

  1 Poston Rd STE 350 Charleston, SC 29407-3431

• 

  MUSC Health

  735 Johnnie Dodds Blvd STE 102 Mt Pleasant, SC 29464-3060

• 

  MUSC Health

  171 Ashley Ave # 424 Charleston, SC 29425-0100

• 

  MUSC Health

  120 Gateway Corporate Blvd Columbia, SC 29203

• 

  MUSC Health

  167 Ashley Ave. Msc 676 Charleston, SC 29425-0001

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:08/08/2024

  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 was scheduled for cardiac ablation @ MUSC on 9/6/22 by my cardiologist in Savannah. He had already attempted the procedure but was unsuccessful. He personally contacted Dr. P****, cardiologist @ MUSC for a higher level of care due to my abnormal and rare cardiac issue.
  I saw Dr. P**** in Okatie, SC in July, 2022 & gave the office my ID and insurance card. The lady at the front desk said "they would obtain prior authorization for procedure to be done at MUSC with my insurance (Healthgram) and they would call me with the scheduled date". The procedure was scheduled through Dr. P****s office on 9/6/22.
  When I arrived at Rutledge Tower on 9/6/22 for the ablation I WAS NEVER ASKED for my insurance card. No one informed me that the procedure was denied by my insurance. MUSC did not get approval prior to service. MUSC proceeded with the ablation without an approval. I was not notified by MUSC of my liability if the procedure was not covered by my insurance,
  I received a letter from Healthgram dated 9/7/22 denying coverage. Healthgram notified MUSC denying authorization. I returned home on 9/7/22 from MUSC and didn't get this in my mail until 9/8/22.
  My husband has set up a payment plan with MUSC but I strongly feel that this is MUSC's responsibility since THEY proceeded without prior approval.
  How could an institution that gave me exemplary care with distinguished doctors and nurses overlook an issue like this? Aren't there systems in place to ensure that prior authorizations are done before procedures are carried out?
  From the moment we walked in the building to being discharged, everyone gave their utmost and I had excellent care. I wouldn't want to go anywhere else after experiencing the high level of care I received at MUSC.
  The reason I did not file a complaint sooner is due to the fact that MUSC kept telling me that "they were looking into it". Therefore, *** was notified but they wanted me to contact the state insurance comissioner who was unhelpful. .

  Business Response

  Date: 08/08/2024

  I have contacted patient regarding billing concerns. 

  Customer Answer

  Date: 08/08/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: No one from MUSC has contacted me. 
  
  
  
  Sincerely,
  
  
  
  *** **** *****

  Business Response

  Date: 08/16/2024

  I have attempted to contact the patient on 8/8/24 and 8/16/24 and left message on her voicemail. I have also sent an email providing my contact information. 

  Business Response

  Date: 08/16/2024

  I have attempted to contact the patient on 8/8/24 and 8/16/24 and left message on her voicemail. I have also sent an email providing my contact information.

• Initial Complaint

  Date:07/12/2024

  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 spoken to customer service several times regarding billing my secondary insurance for all my visits. Twice I was assured that they would send in the claim. ******* has advised that several visits were not received. Now I have a collections and time is running out for those claims to be processed by *******.
  
  I have run out of options for getting these claims filed and my money reimbursed. Visits that should be billed to ******* 10/14/22, 10/24/22, 1/3/23, 1/23/23, 2/27/23, 3/6/23

  Business Response

  Date: 07/18/2024

  I have contacted the patient and billing concerns have been resolved. 

• Initial Complaint

  Date:07/08/2024

  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.

  In Feb 2024, the Fetter Health Clinic called informing me that I was overdue for a mammogram and requested I set an appt. I declined, explaining that as my disabled son's sole caregiver I do not have any funds for health care. The lady said she would complete a particular form that would make the service free of charge to me, to which I accepted the offer and set an appt. I verified twice before the appt date that there would not be a charge for the mammogram. When I arrived to the appt (which was the MUSC mobile unit in the Fetter parking lot) and checked in, I again confirmed that the service was free of charge. Before leaving, I thanked the technician for the free service and she said they are glad to help people who otherwise would not be able to maintain their health care. A week later or so, I received the results. And a few days later, I received a bill for $1150. I immediately called the billing dept and explained the issue. A few days later, I went to the Fetter Clinic on Varnfield Dr. in Summerville to address the issue. After they stopped returning my calls inquiring of the status, I returned to Fetter on three occasions to try to resolve the issue. I spoke to Patricia Limehouse who assured me she was working on the problem and that this mistake had happened to others as well. I was told that the doctor simply needed to key in the correct code. Then I was told that the head of operations was working on it. Then I was told that they were able to find in the computer which person scheduled my appt and her notation that the service was indeed free of charge; they said they contacted her about the issue and are waiting on her to submit the proper form to correct the mistake. For 6 months, I have continuously received mail, calls, texts, and emails claiming I owe a medical bill. Now I am receiving numerous calls and mail from a collection agency. This is not my bill and Fetter needs to resolve this without any further delays.

  Business Response

  Date: 07/10/2024

  The patient has been contacted with a voicemail left. The patient has also been notified via online portal on the next steps to take regarding her complaint. 

• Initial Complaint

  Date:05/17/2024

  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.

  Hi,
  
  I did file the same complaint with the Better Business Bureau last year for the exact same issue.
  
  I called CIGNA today to discuss the charges with respect to my latest mammogram and ultrasound performed on May 3, 2024. They informed me that these services were coded incorrectly AGAIN -- exactly as they were last year -- as diagnostic as opposed to preventive.
  
  Cigna called Customer Service at MUSC with me on the line and we spoke with "Tila" who said that my only recourse was to submit a correction request through the portal AGAIN...Please note that last year, I had to go through the exact same process (which took about 4-5 months) with at the end MUSC acknowledging the mistake and all amounts fully reimbursed to me. Similar to last year, these were normal annual check-ups as recommended by both Dr. A***** (oncologist -- who did not have to be involved) and Dr. Van L***** (OBGYN).
  
  Attached is the explanation of benefits I received from CIGNA for the ultrasound. There is another pending bill for the mammogram -- which I have not received yet.
  
  This is sloppiness on the part of MUSC or a scam to earn more fees. In any case, it is a waste of time and energy and I for sure do not want to go through this every year. I am switching to Roper Saint Francis for women health services, the other major hospital in the area.
  
  Kind regards,
  ******** ****

  Business Response

  Date: 05/20/2024

  We have reached out to the patient to discuss and review the details of their account, addressed any questions or concerns they had.

  Customer Answer

  Date: 05/20/2024

  
  
  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 at this point of time. MUSC did indeed reach out and acknowledged the issue. They are working on its resolution. 
  
  
  
  Sincerely,
  
  
  
  ******** ****

• Initial Complaint

  Date:05/14/2024

  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.

  MUSC Hospital is trying to charge me $28000, or $7000 up front for a biopsy in my sinuses. I was diagnosed with rhinosinusitis, and have a Tumor in my nose blocking breathing. Federal law requires hospitals to provide medical treatment in emergency situations. If I delay treatment I surely will die.
  
  I went to the ER originally and was sent home without any relevant tests or scans. Now I am caught up in their vicious money generation system.
  
  I am scheduled for a May 28th surgery that they threatened to cancel if I didn't pay have money up front
  
  I need legal advice and action from the BBB ASAP

  Business Response

  Date: 05/14/2024

  The financial
  counselor department is working with the patient to assist with concerns.

• Initial Complaint

  Date:04/23/2024

  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.

  On 10.17.23 I went to MUSC for a preventative service bone density test. This is covered 100% by my insurance. However MUSC has repeatedly sent my insurance the incorrect codes for the bill to be covered. This is not the first preventative bone density test i have completed at MUSC. For all other tests the correct codes were used and my insurance paid 100%. I have called MUSC and spoke to people on multiple dates yet they still can not get this straight with my insurance. I need help.

  Business Response

  Date: 04/23/2024

   The patient has been contacted regarding account concerns.

• Initial Complaint

  Date:04/12/2024

  Type:Customer Service 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 was seen MUSC ER in Charleston,SC. After being hit by a truck. By a hit and run driver. I was there for extend ER visit for hours. With extreme hip pain.With ,no food or water. Before I saw a doctor. An employee in the billing and coding department.Conspired with progressive insurance and changed the code on the claim. As if my visit wasn't an extended visit. Progressive adjuster Tiffany Ivory stated the bill was adjusted because, allegedly I didn't arrive on a gurney after Being hit by a truck. The adjustment also alleged it was only soft body tissue As if it was of no importance.. I reported the problem through the call center and my chart. I was not allowed to speak with a rep in the coding department. I was told that they would have to mail me a letter. My mail is being stolen by postal employees, so I may not receive a letter. I requested to contacted through my chart or email.

  Business Response

  Date: 04/22/2024

  The patient has been contacted regarding account concerns. 

• Initial Complaint

  Date:03/26/2024

  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.

  My insurance had provided the codes for prior authorization of a mammogram prior to the age of 40 as I am extremely high risk. Despite being told multiple times, MUSC entered the incorrect codes. MUSC assured me this would be taken care of, but refused to allow me to speak with the code department. They failed to correct the codes and did not notify me, as they said they would. Now they sent a letter threatening to put me in collections for over $800 for their own failure to correctly code/bill my insurance. The billing department still can’t fix the issue or connect me to the coding department who STILL haven’t entered the correct codes for pre-authorization.

  Business Response

  Date: 04/01/2024

  The patient has been spoken with on 3/27/24 and an update has been sent to her via MyChart on the status of her account as of today. 

• Initial Complaint

  Date:11/27/2023

  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 was charged $3000 for a Covid-19 test. Due to the pandemic being the fault of the Center of Disease Control, I feel like should not have to pay this much to ensure my 16 year old sons safety health wise. Further more I have given this company my health insurance information via Champ VA several times and they refuse to file the bill to my health insurance. I’m trying to purchase a home.

  Business Response

  Date: 11/27/2023

  Ms. **** has been contacted regarding concerns. Please do not
  hesitate to contact our office at 843-792-2311 should you need additional information.

• Initial Complaint

  Date:09/13/2023

  Type:Customer Service 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.

  Hi, I’m at patient for orthotics trying to get diabetic shoes and custom inserts. Basically, I’ve been waiting for months. They were ordered in April and I still don’t have them. Please contact me - I’ve contacted them on the phone and been there to pick them up three times.

  Business Response

  Date: 09/13/2023

  The patient has been contacted and was given contact information of the appropriate area to assist to address concerns.