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:08/15/2023

  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.

  On July 14, 2023 I paid out of pocket $29,244 for surgery. Due to a coding error There is an outstanding amount of $33,202 for 30 days, To date, the error has not been corrected and will affect my credit rating. I have spoken to a number of people including the doctor that performed the surgery and there has been no resolution. Thank you

  Business Response

  Date: 08/21/2023

  The patient has been contacted via phone and patient online portal with an updated resolution regarding her account. Appropriate actions have been taken to resolve the account concerns. 

  Customer Answer

  Date: 08/22/2023

  
  
  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:08/01/2023

  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.

  Billing for pulling my teeth for treatment of cancer. Never told us a price to do it. My insurance was paying for it under medical but musc did not fill it the Wright way so they want me to pay for there mistakes. $7500 + in bills. Charged $311.00 per tooth to pull.I have repeatedly call Darren number and tried to talk to somebody about this all they tell me is it in review it has been in review since 2021 we asked repeatedly how much it was going to cost they said don’t worry about it your insurance company will cover it. We could’ve had the same results through Charleston facial surgery center in Summerville South Carolina it would’ve cost us $850 out of our pocket and I have sent them that bill and still have not heard nothing in over two years

  Business Response

  Date: 08/01/2023

  Communication has been done with the patient spouse. Concerns has been addressed along with a resolution made.

  Customer Answer

  Date: 08/01/2023

  
  
  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. Yes ty bbb it only took y’all & 2 years to solve this problem. 
  
  
  
  Sincerely,
  
  
  
  ******* ******

• Initial Complaint

  Date:07/25/2023

  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 had an ER visit at MUSC Northeast on June 8th where I was transported by ambulance. The ER was packed and it was taking a long time to be seen so I ended up leaving after only being there for about 2 hrs. I received my bill and it had an "Extended ER Visit" charge listed. I have called the billing department several times over the past 6 months trying to get this charge removed to no avail. The doctors notes even advise that "Notified by nursing staff that the patient eloped prior to completion of labs and treatment. Patient did not stay for discharge instructions or return precautions. Patient did not let anyone know she was leaving. Patient never provided urine sample. Patient's labs are relatively unremarkable aside from mild leukocytosis. [RS]". "

  Business Response

  Date: 07/25/2023

  The patient has been contacted with an update of her account. A resolution has been made. 

• Initial Complaint

  Date:07/24/2023

  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.

  On December 27th, 2022 Dr. Christopher G**** at MUSC diagnosed me with Complex Regional Pain Syndrome (CRPS) and instructed me to continue with Physical Therapy. I was already doing pt for a total knee replacement and in the fall for left foot rehab following a fusion procedure Dr. G**** conducted on August 17th which resulted in the CRPS in my left foot.
  
  I did as instructed and made appointments for PT with MUSC.
  
  Somewhere, the ball was dropped and MUSC didn't obtain prior authorization from my Blue Cross Blue Shield Insurance provider. MUSC has always been responsible for requesting prior authorization from my insurance as they've even canceled operations days before due to denials.
  
  Due to no prior authorization my insurance provider requested additional information from MUSC billing. The requested information being request for pre/post authorization. In a breech of contract MUSC did not provide the requested information in the 45 day allotted time frame or ever.
  
  MUSC billed me for a sum of $7,297 for services on January 21st, 25th, 27th, 30th, February 1st, 2nd, 3rd, 6th, 7th 8th, 10th, 13th, 14th and 16th. My insurance told me that I owe MUSC nothing due to MUSC failure to abide by their contract and follow procedures.
  
  I've spent the last 6 months calling and requesting assistance from MUSC. My insurance advocate had called multiple times trying to assist. I've had a 3rd party health advocate call relentlessly to both billing & Dr G**** asking for assistance.
  
  On June 29th I went into accounting and spoke with a Ms. A**** to try and resolve. I was specifically told by Ms. A**** that she reset my account clock so it wouldn't go to collections, noted my monthly payments, agreed that something wasn’t right and scanned & emailed my insurance docs. I was told I would hear back soon. I got no response & my account went to collections less than two weeks later.
  
  According to MUSC PT wouldn't allow scheduling without prior authorization or Dr. script.

  Business Response

  Date: 07/26/2023

  The patient has been contacted. Account concerns has been discussed in detail and a resolution has been made. 

  Customer Answer

  Date: 07/26/2023

  
  
  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. However all actions or lack thereof from MUSC over the last 7 months is completely unsatisfactory and thier actions were nothing short of criminal.  Unfortunately, I am not in a position to take this further against one of the largest corporations in our state. 
  
  
  
  Sincerely,
  
  
  
  **** ****

• Initial Complaint

  Date:07/19/2023

  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.

  MUSC has had billing errors on our account since December 2022 when they accidentally billed us for a surgical procedure (during our daughter's sports physical) that did not occur. In January, while **** went to MUSC for a check up and routine tests which were billed improperly. While contacting billing regarding the accidental bill for surgery, I also inquired about a bill we received for my husband's check up and was told they would resubmit the bill to our insurance. Since January, I have called every month asking MUSC to resubmit my husband's bill code correctly and correct the accidental billing for surgery (punch biopsy) which did not occur. Every month billing has told me our account is under review. We started receiving overdue notices and I promptly called MUSC after each bill arrived and was told they are short staffed in billing and our account is still under review and will not be sent to collections. In July we were told that my husband's bill was resubmitted and our account is not being referred to collections; however, we just received a collection letter from ********** on behalf of MUSC.
  I've also made attempts to reach out to various customer service links and requested help from MUSC patient advocacy to no avail. I have spent hours on the phone with MUSC and with every phone call I am given assurances that they are working on fixing our billing but have not.

  Business Response

  Date: 07/25/2023

  The patient has been contacted and matters has been resolved by supervisor. 

  Customer Answer

  Date: 07/25/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********. MUSC states they have cleared my daughter's account and are resubmitting the codes for my husband's account. If they complete these actions and submit the proper codes our insurance asked for, our complaint will be resolved. They have been working to do this for months without properly following through, so I am watching the current billing cycle to see if their is a correction. Thank you.
  
  
  
  Sincerely,
  
  
  
  ******* And **** *******

• Initial Complaint

  Date:07/06/2023

  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.

  Ambulance transfer by MUSC contactor Lifeguard in September of 2021. The billing office did not follow up with BCBS after 3 denials. Without my notification of any of this, this billing office let timely billing period elapse and now full payment is expected from me. I have called and sent letters but I am not able to find the right person to discuss this matter.

  Business Response

  Date: 07/10/2023

  We attempted to help them with their third-party
  billing concerns but are limited with what we can do since the balance is not
  an MUSC balance. We can offer assistance with a 3-way call with the transportation company and patient if allowed by the company. Additional information has been given. We hope you are able to get this matter resolved. 

• Initial Complaint

  Date:06/26/2023

  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.

  On May 23, 2023 I was scheduled for an appointment with my neurologist and a neuro-immunologist to be on June 21, 2023. When i have more than one appointment within 48 hours, I tend to get a hotel room. I am a disabled veteran who suffers with chronic pain and I try to make it easier on myself. My 2:30 appt with Dr. Froman, (new neuroimmunologist) was canceled and disappeared from mychartt. I never got any notification. My neurologist and her MA sait that they have been having issues with the appointments that are scheduled with him with his patients and they complained themselves. I have contacted patient liason and spoke to Lisa. She has yet to provide a resolution. Her and someone else that I spoke to seem disinterested and honestly rude. One told me that it could take up to 7 days, and the other said that it could take 14 days or more. So, I am out of an appointment and they know what the issue is. I think that when I asked to speak to someone higher than patient liason, I am directed back to them and Lisa knows this because she told me that I would just have to come back to them anyway.
  
  As a veteran who has been screwed over for decades with unanswered questions about my health, MUSC is a Godsend. But since this has happened twice within the last 6 months AND patient liason was not helpful then. I had to contact the director's office and find it myself in order to have THEM contact patient liason to get a resolution to appts being canceled without my consent and knowledge. It this is happening, this is dangerous to a patient like myself and at the very least negligent.
  
  I want another appointment and not to wait more months to be seen. I want a department where I don't have to worry about money being lost for hotel stays, or paranioid that any of my appts will disappear and delay my care. i want to speak to an executive and not paitent liason. Again, they are not helpful and in my opinion, do not take me seriously. Thank you.

  Business Response

  Date: 07/05/2023

  Thank you for notifying us of this
  reported concern. Given privacy laws we are unable to speak to specifics
  regarding this matter.

  MUSC engages in appropriate outreach and service recovery efforts and is committed to providing quality care.

   

   

• Initial Complaint

  Date:05/24/2023

  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 have insurance through ***** that fully covers a yearly physical, plus a $30 copay which I paid the date of my visit to MUSC health primary care to see Dr S******* on Ellis Oak Ave in Charleston, SC. I was never informed of any additional charges during scheduling or check in or in paperwork form, and upon check out I specifically asked if there would be any further charges to which I was told no. After the fact, they charged me an additional “facility” charge of $60 dollars and are claiming this is valid. Upon looking at reviews, it seems this is happening to everyone with no warning for new patients. I do not want to be responsible for this ridiculous charge, but worry that if I refuse they will send it to collections.

  Business Response

  Date: 05/30/2023

  The patient was contacted the same day the complaint was made with a voicemail left. A MyChart message was sent to the patient with an explanation and resolution. 

  Customer Answer

  Date: 05/30/2023

  
  
  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:05/24/2023

  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.

  When my daughter was 2 weeks old, she got the flu so we took her to the Children's Hospital ER at MUSC in downtown Charleston, SC. She spent 3 days there recovering and all ended up good. We did receive a bill which was to be expected, but in comparing to the EOB, some charges were denied based on the coding. Effectively, MUSC put code B when there should have been a code A first & I was told the coding used was charging for the same thing twice. So ***** doing their job correctly in my view declined the charges. I contacted MUSC to have them do a coding review which they came back and said was correct, but but ***** is saying its wrong. I am caught in the middle of these 2 companies when I feel like they should be the ones communicating. At this point, its been 6 months and the bill (appox $1500) is sitting with the debt collectors. I know its not a high dollar amount, but its so confusing that this coding error is causing so many problems. If MUSC thinks the coding is correct, why can they not explain why these chose them or have a provider actually review and validate its accuracy. I think far too often these codes drive decisions and the consumer is caught in the middle. I have tried to escalate, but MUSC but its seems I stay on hold for 10 minutes then the call ends. I am also confused how anything for a 2 week old with the flu would not be medically necessary so I really do think its a coding issue which no one at MUSC wants to address. If someone can explain to me why the coding was chosen and is correct then I will pay, but consumer are left in the dark on these coding. I can send the EOB as well.

  Business Response

  Date: 05/30/2023

  Mr. ****** was contacted, and charges were explained. Supporting documents is being sent via mail for clarification and records.   

• Initial Complaint

  Date:05/24/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 seeing the endocrinology department at MUSC for about 2 years now. I was treated very unprofessionally and outright rude today at my appointment with dr. K***. He told me to “stop yelling at him” while I was calmly explaining my health issues. He told me he wouldn’t see me anymore and that he did what he needed and then quickly ended my appointment without addressing any of the issues I brought. I specially checked with his office to see if he handled what I was dealing with and they assured me he did. It was extremely disrespectful and multiple other rude comments were made to me. I’m unsure where else to turn about this as not many people are listening to me. After dealing with cancer and removing it, he decided he was done trying to help me feel healthy again. He rudely referred me to his female client claiming she “would have more compassion for me”. The whole experience was extremely unprofessional and left me in tears.