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:11/14/2022

  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 tried numerous times to get my billing straightened out with MUSC. They are billing me for charges that my insurance states is not my responsibility due to MUSC being in the network. They are showing in my chart that insurance is pending for multiple charges that my insurance processed months ago. I have called over and over while waiting 30 to 40 minutes each time. I actually mailed correspondence with my eob's on sept 20th and still it is not corrected. I have requested two supervisor call backs and have not received a call yet. I have sent two secure messages via the portal with no response. This is absolutely ridiculous and should not be rocket science. What do i have to do to get someone to correct my file? I am going to change doctors just so I do not have to continue dealing with MUSC billing.

  Business Response

  Date: 11/17/2022

  The patient has been contacted to discussed account concerns. The patient was advised of a resolution/update regarding her account.

  Customer Answer

  Date: 11/21/2022

  
  
  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:11/07/2022

  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 underwent treatment on October 11, 2021. United Healthcare, my insurance carrier at the time, processed the claim on October 19, 2021. On November 2, 2021, I received an e-mail advising that MUSC's contract with United Healthcare may end on September 14, 2022. Fast forward 11 months and in a statement dated August 23, 2022, payment in the amount of $283.27 is requested. I submitted an e-mail to customer service / billing via MyChart on August 24, 2022 and September 6, 2022 and never received a response to my inquiry about why I was just receiving this now. On September 12, 2022, I called the customer service #, was on hold for 30+ minutes, ultimately to be told that a supervisor would get back to me in 48 hours. On September 15, 2022, I sent an e-mail to the MUSC Health Managed Care Office (the ones who issued the e-mail on November 2, 2021) asking if MUSC's contract with United Healthcare (I now have insurance coverage with a different carrier) had ended because I found the timing of the statement to be suspect. I ended up paying the invoice as the only thing MUSC's billing department seems to be efficient in is sending invoices and sending people to collections. To this day, I have not heard from anyone at MUSC. Please let me know what, if any, additional information and/or supporting documents are needed. Thank you.
  

  Business Response

  Date: 11/14/2022

  Business Response /* (1000, 5, 2022/11/11) */
  Contact Name and Title: Marquetta C. CS Team Lead
  Contact Phone: XXX-XXX-XXXX
  Contact Email: ********@musc.edu
  Spoke with the patient regarding billing dispute for Date of service 10/11/21 visit # XXXXXXXXX. She asked why we would just send her a bill in August for a visit that was done last year. Advised one of her charges from this visit was denied by insurance and our insurance billers appeal with her insurance carrier and they upheld the denial. Advised a courtesy adjustment was done on the denied charges on 8/23/22. I advised once all charges are resolved from a claim, then a bill goes out to the patient and that we also have 365 days to bill a patient from the time of the visit. The patient feels as if she should have been told about what was going on and feel as if it's unfair to get a bill that late. Advised as a 1 time courtesy, we can adjust the $283.27 off and refund her payment back of that amount. The patient was pleased with the decision.
  
  
  Consumer Response /* (2000, 7, 2022/11/12) */
  Good morning: I just wanted to let you know that I was contacted yesterday by Marguerite from MUSC and the long story short is that a credit in the amount of $283.27 was issued.
  
  Thank you very much for your assistance and I'm sorry that it came to this, but I didn't feel as though I had any other options.

• Initial Complaint

  Date:10/31/2022

  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.

  My name is ***** ********, and my child, **** ********, was a patient in your hospital on March 9, 2022. I dispute the balance and request that you validate or adjust the balance as outlined below. On 3/7/2022, the hospital provided me with an estimate showing we'd be responsible for $1,349.73 (see attached). However, this was wrong by over 250%. In reliance on this estimate, we scheduled the procedure with this hospital and have already paid $737.53 toward our costs.
  
  Additionally, after seeking the services of a professional medical coder to review my bill, I discovered the following:
  
  -The medical record documentation is inadequate to support payment for the $1,260.42 anesthesia charge. The documentation I have access to is missing the anesthesia report entirely. Given my insurer already paid $882.30 in error, my balance for this charge should be reduced to $0 and the $882.30 should be credited against my responsibility.
  
  -Based on a pricing analysis using publicly-available hospital pricing data, the rates for CPT XXXXX and CPT XXXXX should be $1,830.88 and $1,656, respectively, the BCBS of South Carolina negotiated rates at this hospital. Since my insurer has paid you more than that for each charge, my balance should be reduced to $0.
  
  I have included a reproduced table of my itemized bill with comments on the following page for your reference. I am requesting to pay $541.02 in one lump sum payment to completely settle my bill immediately. We would like this proposal honored, considering how incorrect the estimate was. Please accept my request for settlement and communicate your decision to me via email or MyChart message. Additionally, please halt my account's aging until we receive your decision.

  Business Response

  Date: 11/14/2022

  Business Response /* (1000, 8, 2022/11/11) */
  Contact Name and Title: Marquetta C. CS Team Lead
  Contact Phone: XXX-XXX-XXXX
  Contact Email: ********@musc.edu
  Hi Mr. ********,
  
  Per your request, a response has been sent to MyChart of the decision made to resolved your dispute for date of service 3/9/22 procedure for your son Luke.
  
  Thanks
  
  
  Consumer Response /* (2000, 11, 2022/11/11) */
  MUSC has adjusted the bill, and the balance is now $0. This compliant has been resolved, thank you.

• Initial Complaint

  Date:10/06/2022

  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.

  I am having the same issue as most people on here. I cannot reach anyone in customer service to resolve an insurance claim. I was promised an audit letter 3 weeks ago which never came and I am owed a refund from overpayment. I also have a claim that was coded incorrectly and cannot be processed by my insurance company until it is corrected. No one answers the phone, you can't leave a message, and there is no response to My Chart messages, please help. My guarantor number is ******.
  

  Business Response

  Date: 10/28/2022

  Business Response /* (1000, 8, 2022/10/17) */
  Contact Name and Title: Pam H****, Manager
  Contact Phone: **********
  Contact Email: *******@musc.edu
  Thank you for contacting the Medical University of South Carolina with your concerns.
  I understand that Marquetta Cokley was in contact with you this morning and able to help resolve your concerns.
  Thank you for your patience as we continue to work with improving our answer rate during these times of high call volumes. We certainly understand the frustration and delay in responses and are working diligently to improve our response times.
  
  Please do not hesitate to contact me directly should I be able to assist you in the future. My contact information appears below.
  
  Sincerely,
  Pam H****, Customer Service Manager

• Initial Complaint

  Date:10/04/2022

  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.

  Multiple, but primary: I had a HIDA scan on 4/26/22 at MUSC NE. Paid half of the amount due & set the rest up on a payment plan using MyChart, due on the 17th of each month. Moving forward, I had a cholecystectomy on 6/10/22, at MUSC Downtown Columbia. Paid $1k on the day of surgery, & using MyChart, I placed the balance of the surgery costs on the same payment plan as the HIDA scan. My payment plan is set up to pay on both services, auto-drafted for $100 on the 17th of each month. However, I have received an email each month since August stating that my payment has not yet been received. I also received a call to contact the billing office, and was told my payment hadn't been received and my payment plan was going to default. MyChart & my banking statements prove that this is blatantly false. $100 has been consistently auto-drafted from my account on the 17th of the month since June. Each time I call and follow up, I'm told my account is fine & no payments have been missed. No one can tell me why this is happening, & I was denied when I asked to speak to a supervisor. The advice I was given was to ignore the emails & calls which is absolutely ridiculous; I told the billing representative I would not be doing that. Judging by the other BBB complaints I've read, I would be foolish if I ignored them. I have called billing 4 separate times, messaged through MyChart with no response after 30 days, and emailed the patient liaison with no response after 12 days. Filing a BBB complaint seems to be the only way to garner any response from MUSC. There is a solution to why a patient in good financial standing who is taking care of their financial obligations in a responsible and diligent manner is being harassed over errant billing information, and I intend to find it. I don't want my payment plan to default and be sent to collections because of MUSC's failures. It is unfair for healthcare consumers to do everything correctly only to have to manage the shortcomings of MUSC.
  

  Business Response

  Date: 10/19/2022

  Business Response /* (1000, 9, 2022/10/17) */
  I have spoken with Ms. ***** and we have resolved her issues. She also has my contact information should she need anything further from me. Is there anyway this can be updated?
  
  
  
  Thank you very much,
  
  Pam H****
  
  
  Consumer Response /* (2000, 11, 2022/10/17) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Pam was very helpful and sought to resolve the issue I had. Apparently there is a system issue that is causing errant billing information, and my account is, and has remained, current. She promised to follow up on the larger issue and gave me her contact information so I can reach out directly to her if anything else regarding this situation occurs.

• Initial Complaint

  Date:09/26/2022

  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.

  Received bill 6/16/22 stating past due. Immediately called to pay bill using 855 number out of Atlanta. They told me to check for processing in 1-2 days. When I logged into mychart only $7 has been applied. Immediately called MUSC Charleston billing number and requested someone to look into and send itemized statement. No return call. Another bill, no cal back. Filed complaint with patient liaison 8/16/22, no call no letter. Sent to collections. Filed second complaint 9/12/22. Received letter stating amount is correct but I still only see a payment of $7 applied. No one answers the phone. Cant figure out where my money is. 9/22/22 received letter threatening Lein on house. Horrible customer service, horrible billing, inaccurate and not applied correctly. Patient liaison can't do anything to help and gives run around.
  

  Business Response

  Date: 10/13/2022

  Business Response /* (1000, 8, 2022/10/03) */
  Contact Name and Title: Pam H****, Manager
  Contact Phone: XXX-XXX-XXXX
  Contact Email: *******@musc.edu
  Thank you for bringing your concerns to our attention.
  It is my understanding that one of our billing leaders, Keith R*****, has since spoken with you and resolved this issue.
  If that is not the case, please reach out to me directly below. I've included my email address as well as my direct line.
  Sincerely,
  Pamela M. H****

• Initial Complaint

  Date:08/23/2022

  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.

  In July of 2022, I noticed a collection on my credit with Transunion and Equifax; it's owned by MEDICREDIT INC. From XXXXX S Point Blvd Healthcare Resource Charlotte NC. It states we owe $554 to MUSC health, it also states the original amount was $1,254 from 12/2020.
  We have not made any payments to towards the $1,254 and don't know where this is coming from, I filed a dispute with Transunion and Equifax and received a report stating THIS CREDITOR HAS VERIFIED TO OUR COMPANY THAT THE BALANCE IS BEING REPORTED CORRECTLY. I have contacted MUSC through MyChart with no answer and when you call the billing dept. number you are told "can't take your call do to call volume, try again later" there is never a later, they will NOT answer. I' m demanding a statement of proof from MUSC of my ownership of unpaid monies, and I want to add that MUSC has the worst customer service ever in the medical field.
  The Results Of Our Reinvestigation
  Collection Agency Information (This section includes accounts that have been placed for collection with a collection agency.)
  
  > We have researched the collection account. Account # - *1331 The results are: THIS CREDITOR HAS VERIFIED TO OUR COMPANY THAT THE
  BALANCE IS BEING REPORTED CORRECTLY. THE FOLLOWING FIELDS HAVE BEEN MODIFIED: *STATUS DATE *BALANCE DATE. If you have additional
  questions about this item please contact: MEDICREDIT, 13730 S Point Blvd, Healthcare Resource, Charlotte, NC XXXXX-XXXX Phone: (XXX) XXX-XXXX
  MEDICREDIT, INC. 13730 S Point Blvd Healthcare Resource Charlotte NC XXXXXXXXX : (XXX) XXX-XXXX
  Account Number Date Reported Date Assigned Creditor Class Client Name Original Amount
  *XXXX XX/XXXX XX/2021 Medical/Health Care MEDICREDIT, INC. $ 1,254
  Status Date Status Date of 1st Delinquency Balance Date Balance Amount Last Payment Date Whose Account
  Page 3 of XX XXXXXXXXXX-EMB-0acbXXXXXXXXXXd9-07252022 (Continued On Next Page)
  XXXXXXXXX-DISC
  07/2022 Unpaid 12/2020 07/2022 $ 554 02/24/2022 Individual Account

  Business Response

  Date: 09/13/2022

  Business Response /* (1000, 8, 2022/09/02) */
  The patient complaint has been resolved. He was notified via voicemail, email and USPS.

• Initial Complaint

  Date:08/10/2022

  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 May 5, I had surgery at MUSC to remove an impacted wisdom tooth encased in an infected cyst and a section of the jawbone. Although this surgery involved a tooth, it was performed under general anesthesia in the hospital. As such, Medicare did approve and pay much of the contracted amounts. I have been receiving bills from MUSC which I dispute. The first bill for $529 represents a service which I believe that Medicare may have already paid. I have sent copies of supporting documents to the Billing Department but I have received no response. The second bill for $492.50 contains a charge for a visit to Dr. Steed. This was coded as a routine visit. I question that it was routine. The other part of this invoice was a charge for $327.00 discounted by 50% to $163.50 for a self-administrable drug. The code shows that MUSC knew Medicare would not cover this charge. I can only assume that this had to be a pill given to me while in recovery. If that is correct, I am not willing to pay that amount for a pill that MUSC knew would not be covered. I have spent hours on the phone trying to resolve my questions on these invoices. The average wait time to to speak with a human is at least 45 minutes. When I finally speak with a human, I am usually told to call another billing section. I have received no response to Mychart messages or voicemails sent to Billing. I even messaged Dr. Steed to ask for his help. One of his administrative staff called me on July 1 to tell me that a person from Oral Surgery would be contacting me to straighten this out. I am still waiting to hear from that person. I have been a patient of MUSC for 20 years and in the past, issues like this have been solved quickly and satisfactorily. Based on my recent experience, I realize that the billing function at MUSC is in total disarray. No one has any intention of helping me. If I do not pay the $1,021.50 that they say I owe without question, they will turn me over to a collection agency soon.

  Business Response

  Date: 08/24/2022

  Business Response /* (1000, 9, 2022/08/16) */
  Contact Name and Title: Pam H****
  Contact Phone: XXX-XXX-XXXX
  Contact Email: *******@musc.edu
  Thank you for writing and sharing your billing concerns.
  As there are multiple points of discussion I would like to schedule a time where I can connect you with a specialist to discuss. This would be a direct call with no waiting time.
  I'm including my contact information below so that hopefully we can meet and get this resolved to your satisfaction. It is generally easier to reach me by email, but if you call and reach my voicemail I will return your call.
  Please let me know a time that would be convenient for you.
  Thank you,
  Pam H****

• Initial Complaint

  Date:08/02/2022

  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.

  I went for a wellness visit back in September 2021. They charged $740 for the visit and after an insurance adjustment (I have Blue Cross/ Blue Shield) I owe $206. I have called the office where I had the visit multiple times and they have told me this must have been miscoded because there is no way a wellness visit would cost that much. I have had about 10 calls with MUSC's billing department and every time they have told me they will work to fix this. They have since sent me to collections when it was in a "disputed status" after I was told I would receive a call back. I have asked multiple times to speak to a manager of the billing dept. and every time he is too busy so I have to leave a voicemail request a call back- of course I never receive a call back. This hospital is a bunch of crooks and has a total stranglehold on the Charleston health care providing market so they know they can charge whatever and provide no dispute resolution/ real customer support for their patients. I cannot begin to express how frustrating it is to deal with this hospital.
  

  Business Response

  Date: 08/25/2022

  Business Response /* (1000, 9, 2022/08/17) */
  The patient's concerns were addressed by our compliance department the day after the BBB complaint was filed. Compliance was in direct communication with the patient and were able to resolve the patient's billing issues to his satisfaction.