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:05/03/2023

  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 pre-charged $908.40 for routine annual mammogram and ultrasound services that were performed by Dr. A***** at MUSC in Charleston on April 5, 2023. I called my insurance to discuss who informed me that these services were coded by the provider as "diagnostic" as opposed to "routine." "Routine" should have been the correct billing codes this year following last year's recommendations from MUSC to resume "annual screening" (see attached documentation), and these services should have been fully covered.
  
  On April 6, 2023, I contacted MUSC's Billing Department to (1) have the billing codes corrected, (2) the insurance claims resubmitted and (3) request a refund of the $908.40. I also sent them the attached documentation. Their answer was that they could not do anything without the physician's input. I therefore contacted Dr. A*****...who did not respond for a while. When a nurse finally answered, I was advised that as the bill had already been finalized, they could not make any changes from the provider's end and that I needed to call customer service to speak with someone in the Billing Department to handle this matter....After many more phone calls and messages exchanged with both Dr. A*****'s office and the Billing Department, I am nowhere in terms of refund of the initial charge of $908.40 and in the meantime, MUSC posted a new charge of $921.87 which I am also contesting and not paying. I am afraid this may impact my credit rating.
  
  Any assistance with this matter would be greatly appreciated.
  
  Kind regards,
  ******** ****

  Business Response

  Date: 05/09/2023

  The patient has been contacted. The account was discussed in detail with an explanation with the account concerns in question. A response was given on a decision made on the account. 

• Initial Complaint

  Date:05/01/2023

  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 wife ***** ****** ***** had an appointment at Rutledge tower to get a check up . A week later her bill came through her phone and the bill said 100 dollars and change. She has blue cross blue shield ?? through my insurance from my job ******* *****. Two weeks later she got a bill for over a thousand dollars. I’m concerned and she is as well. Please let’s resolve this issue because this is wrong

  Business Response

  Date: 05/03/2023

  Mr. ***** has been contacted but there was no answered. A voicemail was left with contact number to reach back to. Mr. ***** spouse which is the patient was contacted as well and the account was discussed in detail with her, and charges were confirmed valid. 

• Initial Complaint

  Date:04/14/2023

  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.

  MUSC HEALTH is charging me with $5142.11 and ultimately taking my tax refund.. My insurance claim and procedure was preauthorized. See the correspondence below. ..with no response.
  **March 1, 2023
  Dear MUSC Patient Accounting personnel,
  I sent a letter to you last November 10, 2022 explaining in detail, my ordeal with MUSC in response to your letter dated 11/10/22. The letter is attached for reference.
  ~~~~~**I am following up as I have not received any courtesy response from MUSC. I would really appreciate your letting me know something either way, rather than just take my tax refund again. I am disabled, still recovering from the 2nd knee surgery and only SS income. I had to sell personal things to pay my bills and pay my real estate taxes. Please can you respond to me?
  * 1st letter *
  MUSC Health
  Hospital Patient Accounting Setoff
  Charleston, SC 29407-3431
  * November 10, 2022
  Dear MUSC Patient Accounting personnel,
  I am responding to your letter dated 11/10/22 with a written request denying this balance you show I owe to MUSC. DEBT: Knee Surgery
  • DISPUTE: Surgery 7/15/19 by Dr F*******. weeks of therapy, I could still not bend my knee more than 90 degrees. I continue to report to Dr F******* that I am in pain and cannot bend my knee as promised so to walk or balance myself without assistance. My quality of life performing normal duties has ceased. I was proscribed drugs that I believe are habit forming after asking for something than narcotics. After many office visits to both the Dr and his associate and a trip to the ER when my knee was hot, extremely swollen & turning black, the ER Dr on call wanted to admit me but Dr F******* was not happy to come to the ER that night. He was Kurt to all of us and Very argumentative, said my symptoms were normal ???, insisted I go home. I reminded Dr F******* that I live 2 hours away from MUSC but that had no bearing on his decision.
  • On many occasions, Dr F******* never touched my leg or knee. On my final office visit, Dr. F******* was harsh, kurt and insisted there was nothing wrong with me, told me I was “doing good” and said “come back and see me in a year”. It was clear Dr F******* and his Associate just didn’t care, felt like a bother to him during my appt., no examination, just sent me on my way..
  •Dr Sardona said I had a lot of scar tissue, there was no liner between the kneecap and the replacement joint, which caused the painful scrubbing of metal/bones. I have arthrofibrosis which leads to stiffness in the joint thus a revision surgery in necessary for quality-of-life function.
  •On 9/1/22 a 2nd total knee replacement. I have been in therapy since 9/1/22 and have already been able to bend my knee 110 degrees which is better than it ever was in the same timeline as before. I am finally on the road to recovery.
  •I am on Medicare, I have type 2 diabetes, my monthly prescription out of pocket is well over $1000 a month which some months I can’t pay it all. ******* is $800 1x mo. I skip insulin or get ½ to get through.. Please respond

  Business Response

  Date: 04/18/2023

  The patient has been contacted. Concerns were discussed and valuable information was given regarding account matters. Documentation is also being sent to the patient to have for records. 

• Initial Complaint

  Date:04/14/2023

  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.

  We received a call from ********** on 3/31/2023. They are a debt collector that MUSC uses. I was very confused because I could see our previous statements on the MUSC MyChart portal and we had a $0 balance. They told me that we owed $221.25 for a service for my son done on 5/17/2022. I looked back at the visits and I could see it was for a scan that was done at one of the MUSC facilities. They couldn't give me any more details and honestly it didn't sound legitimate so I told them I would be calling MUSC billing first to confirm this was a valid debt. I called on 4/11/2023 and the woman that answered the phone was not helpful at all. She told me yes it was a valid charge but couldn't tell me when and why it was sent to collections. I knew I wasn't getting anywhere so I hung up and called back the next day on 4/12/2023. Again, another woman who sounded annoyed from the beginning. She was sighing the entire time and sounded like she couldn't give me any information. She finally told me it was sent to collections back in March and when I asked for a statement she said she would send it to me within 15 minutes via mychart. I have yet to receive it and it's now 24 hours later. I have lost all hope that I am going to be able to resolve this. I do not feel like this charge is valid as we made multiple payments to MUSC around and after the time of the service that is being referenced here.

  Business Response

  Date: 04/20/2023

  The patient guarantor has been contacted. Account has been discussed and matters resolved. 

  Customer Answer

  Date: 04/20/2023

  
  
  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:04/10/2023

  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 Feb. 17 I had a pimple that I could not reach on my back that the doctor lanced, drained and put a band aid on in the exam room. When I got a bill MUSC Health billed it as an outpatient surgery. The bill specifically says the procedure was done in an operating room. It wasn't. It was done in an exam room with dust balls on the floor not an operating room. I called them as soon as I saw their error and informed them. I was told they would have it reviewed, obviously this didn't happen as they sent me a bill with as if I went to an ambulatory surgery clinic. My appt was in Dermatology not the outpatient clinic as stated. This is fraud pure and simple. Instead of a copay they are trying to cheat me out of almost $400. Over charging 10 times what the bill should be. I plan on disputing this bill and alerting others to MUSC Health's fraudulent billing practices.

  Business Response

  Date: 04/12/2023

  The patient has been contacted and an explanation has been given on the description of services along with MUSC different locations on how they are billed. An agreement has been reached and resolved. 

  Customer Answer

  Date: 04/13/2023

  
  
  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.
  MUSC Health has agreed to drop the $370 dollar charge and explained that the charge was due to where I was treated and how to avoid it in the future.
  
  
  
  Sincerely,
  
  
  
  ******* ********

• Initial Complaint

  Date:03/27/2023

  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 January 14, 2023 I submitted a request for financial assistance to MUSC, case number ******. I then received a request from MUSC for additional information which I submitted on January 23, 2023. I have followed up with two additional emails on March 16, 2023 and March 21, 2023 via the MUSC patient portal and have not received any response.
  I continue to receive bills with the last bill stating that my account is going to collections. I would greatly appreciate it if you could contact MUSC so that they will respond to my request for financial assistance and prevent my bill from going to collections while my case is being reviewed.

  Business Response

  Date: 03/31/2023

  The patient has been contacted on 3/29/23 from a financial counselor regarding the decision of her financial assistance case. A voicemail was left. 

  Customer Answer

  Date: 03/31/2023

  
  
  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:02/06/2023

  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.

  MUSC is billing me twice. 2021 dates of service were May 13, May 18, July 22 and August 19. August 4 and December 22 2021 statements show full payment by Medicare, United Healthcare and me. But more than a year later on October 11, 2022 MUSC billed a second time for these 4 amounts, moreover increasing the billing for these 4 dates in amounts multiples of the amounts allowed by Medicare. An October 21, 2022 Medicare notice shows MUSC billing Medicare for a second time for these 4 2021 dates of service. Billing Medicare twice and billing me twice for an amount in excess of the amount allowed by Medicare is egregious. I informed Valerie at MUSC of this on November 1, 2022, and followed up repeatedly with MUSC Customer Service and Collections. I was told the review process takes 3-4 weeks, but still there is no response; I was advised not to pay any amount until there was a response. On January 31, 2023 Valerie told me that I should contact Customer Service. On February 1, 2023 I spoke to Detra at Customer Service, and it did not seem Detra was writing down the dates of service and statements showing these amounts had been paid. I followed up with Heather at MUSC Collections, and it was clear that Detra had not noted all of the facts, so I requested a personal meeting with somebody at the 1 Poston Road office to show the documents; Heather called me back on February 3 and told me the supervisor said that they did not do in person meetings. At 1 Poston Road, you can make a payment to MUSC, but not show that a billing is incorrect! Despite being told that these 4 amounts would be taken off the delinquent cycle until a response was received, a January 15, 2023 "final notice" asks for full payment for the 4 amounts already paid! This is abusive treatment. Given the lack of any response from MUSC and the repeated attempt to collect for amounts not owing, I unfortunately have no choice but to make a complaint to the BBB.

  Business Response

  Date: 02/06/2023

  Contacted the patient and spoke with the patient spouse John with permission of the patient to discuss the account. Charges from 2021 was in question. Those charges were discussed on what happened and has been taken care of. An itemization of the charges is being sent via mail. Dispute resolved.   

  Customer Answer

  Date: 02/06/2023

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

  The response of the business is correct except that it leaves out an important explanation. The dispute is resolved assuming that the 2021 charges have been removed. Documentation is to be sent to me via regular mail showing that these charges have been removed. Once I receive that via mail, the matter will be resolved.

  I appreciate the quick response by MUSC but just want to make sure that I get the written documentation by mail that verifies an acceptable resolution.

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

• Initial Complaint

  Date:02/06/2023

  Type:Customer Service 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 had an appointment on July 12, 2022 for a routine eye exam. Two associates and then a doctor devoted the entire time to telling me why I needed a cornea transplant and the different types of cornea transplants, and even started performing tests in preparation for an actual operation. It seemed that the entire overloading of two associates and then a doctor was entirely geared towards a sales job as opposed to a solid medical diagnosis where the diagnosis and treatment options were explained. I stopped the exam, and said that I only came in for a routine eye exam and that I had not and did not agree to a cornea transplant. I went to Carolina Eye Care for a second opinion, they charged a fraction of the MUSC amount for a much more thorough eye exam; they told me that I did not need a cornea transplant. I talked to MUSC Customer Service on November 1, 2022, and they advised that I should talk to the Patient Advocate. I contacted Patient Advocate on November 7, 2022 and was told that they would respond in 7-10 business days. I have followed up repeatedly after the two week period was over, only to be told that I could expect a response in 7-10 business days. In each of these calls, I explained that there were billings for other services that I considered legitimate, and would be more than happy to pay; I was advised that MUSC's billing system was so messed up that a payment would likely be misapplied, and that I should wait for the resolution of the issue. I called Customer Service, and they advised me to continue to work with Patient Advocate, and that I should hold off on making payment pending resolution of the disputed amount. It adds insult to injury to have terrible professional service (a sales job as opposed to a medical diagnosis), only to be followed by 3 months of repeatedly promised responses in 7-10 business days, and after 3 months to still be told that they are still awaiting a response. That said, I have no choice but to make a BBB Complaint.

  Business Response

  Date: 02/06/2023

  Spoke with the patient regarding date of service 7/12/22 that is in question. Advised that we will first start with a coding review as the claim has been denied and based off the response from the coding review, he will be updated if corrections are made and if not made, another option will be discussed to handle the dispute in question. The patient will be updated as a resolution is received. The patient agrees with the plan in place.    

  Customer Answer

  Date: 02/06/2023

  
  
  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.
  

  I agree with the plan in place assuming that an acceptable adjustment is made to the billing for the service either through a new coding, or if the new coding does not result in an acceptable adjustment then an acceptable adjustment needs to be made by MUSC of the billing.
  
  
  
  Sincerely,
  
  
  
  **** *****

• Initial Complaint

  Date:01/06/2023

  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.

  They have been unable to provide me with past billing information. I have messaged them through their portal three times and called multiple times.
  
  They never pick up and ask you to message via the portal, which is pointless as they don't respond. It's been six months of my continuously trying. I want to receive past billing statements.
  
  I finally spoke with someone today after holding for 20 minutes, and it did not appear that she knew how to find past billing. She said she would send them via my chart, but I have not received it.
  
  MUSC is very shady in the sense that they don't let you go back and review past billing, which is terrible, as my flex spending account requires sending them receipts to verify.
  
  I need all past medical billing and an explanation of what's going on, why billing won't respond to messages, and why no one ever picks up the billing number.
  
  My desired outcome would be to have all previous billing info sent to me.

  Business Response

  Date: 01/09/2023

  Mr. ****** has been contacted and resolution has been made to provide requested documents that are needed. 

• Initial Complaint

  Date:12/19/2022

  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 10/20/22 I saw Amanda W****. The visit was coded 99214 and the cost was $120.64. She was not available for my next scheduled appt, so I saw a different provider Crystal Blackmon on 11/18/22 and for the same EXACT code 99214 I was charged $259.00 I am asking why it is such a HIGE price difference for the same office, same code but a different provider.
  
  I am also asking why it costs a total of $173 for a flu vaccine in office? I work for pharmacy for the last 16 years. I know these vaccines don’t cost $108 each and I also know as an Immunizing Certified pharmacy technician that it shouldn’t cost $65 for an administration fee.
  
  I have been trying to find out an answer since the beginning of December with no reply.

  Business Response

  Date: 12/20/2022

  
  Thank you for contacting our office regarding your concerns Ms. *******. It is my understanding that a detailed explanation for the difference in charges was communicated to you through our MyChart portal. 

  As I also understand it you were not previously aware of the differences in locations and how that impacted cost. I will be contacting you directly by phone/email to discuss how we can work this to resolution. 

  Pam H****

  *******@musc.edu