Business Profile

Hospital

Bon Secours St. Francis Health System

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Complaints

This profile includes complaints for Bon Secours St. Francis Health System's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

60 total complaints in the last 3 years.
5 complaints closed in the last 12 months.

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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:03/04/2024
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.
On Jan. 31, 2024 I was given a Good Faith Estimate by Bon Secours concerning an upcoming CT Coronary Calcium scan. The amount estimated was $99. It was known up front this was not covered by insurance. See Good Faith Estimate # ********. I paid the $99 on Jan. 31, 2024.

On Feb. 1, 2024, I had the CT scan. Subsequently, I was billed $520. See account # ************ and guarantor #*********. I now owe $421 ($520 - $99).

I have tried resolving this through the customer service department, but they forwarded me to another billing department who then forwarded me to, allegedly, the estimation department - at which point all I got was a busy signal. I also have submitted a complaint/question through the mychart web portal on Feb. 26, but have received no response.

I want the bill updated to match the Good Faith Estimate.

Good Faith Estimate and Patient Statement are attached.
Business Response
Date: 03/18/2024
Good afternoon,
We have reached out to the patient, and we were able to have a discussion about the findings and the resolution of their concerns.
Thank You!
Customer Answer
Date: 03/19/2024
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.

Regards,

******** ********
Initial Complaint
Date:02/16/2024
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.
I went in for a screening colonoscopy to St. Francis Eastside on 12/21/22. The findings were normal and the doctor suggested I come back in 10 years. My insurance is with **** ***** **** ******, and a screening colonoscopy should have been covered 100%. I received the first bill in early 2023 stating I owed $448.68 which is an error. I've spoken with staff in the Bon Secours billing department and also at ******** ******** ********** about this error in billing. A representative with Bon Secours billing department informed me that the procedure was coded incorrectly and doesn't have a preventative code. This has been sent back through to my insurance company repeatedly with the wrong billing code.
In addition, someone from the doctors office called me in late 2023 to inform me that this issue had been taken care of. I assumed it was because there was no balance due in Mychart. Unfortunately, I have now received another bill and letter stating my account is past due.
I do not owe this money, and I can't seem to find anyone within Bon Secours billing that can resolve this issue.
Business Response
Date: 03/05/2024
Good afternoon -
We apologize for the delay, but we are requesting the BBB to grant us an extension to resolve this matter. We have confirmed and we have resubmitted the correct information, but the claim is still not being processed correctly. We will need to meet directly with the insurance payor to discuss what hurdles there may that's holding the claim from being processed appropriately but they cannot meet until next week. So again, we are requesting the BBB for an extension while we work for a resolution for this patient.
Business Response
Date: 03/12/2024
Our team did reach out to the patient and had a discussion about their concerns and provided our findings our resolution.
Customer Answer
Date: 03/19/2024
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.

Regards,

**** ******
Initial Complaint
Date:12/27/2023
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 went into the emergency room July 23,2023. I got the hospital bill right away got financial assistance and have payed $423 towards it so far. 3 months later I got billed $1,500 for the physician services. I called and they said I would have to send proof and such which I did and then they said give them a month. Next month I called again and I couldn’t get a response I’m assuming holidays was chaotic. Well this month I sent In $10 just so it wouldn’t be sent to collections then called to set up a payment plan. They then proceeded to tell me it was sent to collections. It has me very worried simply bc I have over $1500 in debt from hospitals already all on payment plans and I cannot afford to have anything going towards my credit or just simply let me make a payment plan. This has me very worried and I’ve have to take medication for anxiety and this isn’t helping it any better. I’m in emotional destress. I’m just hoping the business could help me charity wise or something because I am willing to pay to the company itself but I’m extremely upset they sent my bill directly to a debt collector. Please do something about this.
Business Response
Date: 01/02/2024
Morning,
This response was sent this morning -
Response 1-2-2024
Good Morning,
We have received the BBB Concern for patient ******* *******. Due to Holiday Staffing, we do ask for your patience and ask the BBB for an extension as we investigate the concerns and we work toward a satisfactory solution.
Thank you for our consideration and your patience.
Kenny M****
Initial Complaint
Date:12/11/2023
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.
On June 28, 2023 I was contacted by Bon Secours ***** ******, hereafter referred to as ****, about my wife’s pending surgery to remove a pituitary tumor. I paid $3344.10 on June 28. I also quickly paid all other copays related to her treatment. After a couple months, **** ***** **** ******* hereafter referred to as ****, had no record of my $3344.10 payment. That money should have gone toward my $4800 out of pocket maximum for the year. After a couple months, many phone calls and waiting on hold for many hours I found $1600 was eventually credited but was still missing $1744.10. After many more on-hold phone calls I was told my $1744.10 was showing as a credit, waiting for **** to pay up for other charges incurred for the surgery and subsequent ICU stay. As of 12/08/2023 **** says I owe $1526.55. How can I owe that when **** says I have a $1744.10 credit? When I ask they say they’re still waiting on ****. **** says I will have reached my out of pocket max when I pay the $1526.55! We are still incurring charges for radiation therapy because the surgery didn’t remove enough of the tumor. Why is **** holding my $1744.10 hostage until the insurance settles their disputes? If **** would acknowledge my payment that I made 5 months ago to ****, then **** would be obligated to pay since I’d reached my out of pocket max.
We’re very disappointed at the deceptive billing practices of ****. We went into this knowing we’d incur $4800 out of pocket expense. It’s inexcusable to allow sketchy billing practices to wreak so much havoc to someone suffering from a brain tumor.
It appears 2 incidents that **** and **** are bickering over are dated July 6 and July 14-17.
The surgery was scheduled for July 6. We waited 10 hours only to be sent home.Surgery was rescheduled for July 14. She had to spend July 14-17 in ICU. Supposedly no bed available. ICU rooms are more expensive than regular rooms. **** seems to be questioning the charges for these 2 dates of service.
Business Response
Date: 12/20/2023
We have
completed a review of the accounts you documented in your complaint. Your credit has been applied to the balance
on the account ending in ****. This left
a remaining credit balance of $164.35 on the account ending in ****. This credit was refunded by check, scheduled
to be mailed on December 18th. You should receive it in 7-10
business day via the U.S. Postal Service.
Please note, a portion of the claim for date of service 7/6/2023 is
still pending processing by your insurance provider. Once your insurance has made their decision
on the remaining portion of the claim, you may receive a bill for any
out-of-pocket responsibility.
Business Response
Date: 01/24/2024
Good Afternoon,
The bill
you referenced in the amount of $276.82 is from a non-**** provider. Please
reach out to the provider’s office directly to discuss your concerns with that
account. We apologize that we have not been unable to communicate a
satisfactory resolution to your concerns with the application of payments to
your plan out-of-pocket maximum. If you still have questions regarding how your
insurance plan tracks and calculates amounts applied to your cost-sharing
responsibilities, please contact them directly.
Sincerely,
Kenny M****

Customer Answer
Date: 01/24/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.

This response makes no sense at all. The bill is from Bon Secours ******** ****. How can they not be a Bon Secours ***** ****** provider when all the other claims to my insurance were paid to them? The $276.82 they say I owe is for service dates 10/17 and 10/26. All the other amounts were paid by **** ***** **** ******. The $276.82 supposedly represents the amount I supposedly needed to meet the $4800 out of pocket max when, in reality, I'd reached it months earlier but **** decided to hold my $3344.10 payment from June 28 until much later in the year. My wife has 4 doctors in the **** system. Andrew H********, Adam M*****, Cory W**** and Josh F*****. She's scheduled to see them all this year but if these charges are not resolved to our satisfaction we'll have to go to ****** for her continued care. I'm going to contact all 4 doctors with my concerns with how ****** billing practices are unacceptable. They might want to work for a more reputable hospital system.

Regards,

Allen R*****
Initial Complaint
Date:11/27/2023
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.
****** *** ****** *** *******

I called into the customer service line on 10.23.23 for scheduling to explain Dr. Edward S****** ordered a CT for Calcium Scoring and I wanted to know the cost. I was told it was a self-pay procedure that insurance did not cover and the cost was $99. I asked if they were sure and I was told yes. I was sent a good faith estimate showing $99 cost for this self-pay procedure. I paid the $99 the same day. I went to the procedure and it was completed on 11.3.23. Then shortly thereafter I received a bill for over $400. This is the 2nd time Bon Secours Mercy Health has done this to me. Good faith estimates should not be issued when they know that is not what it costs. This is not how a religious based institution or business operates and succeeds. This was a lie as they know the total charge and should not be providing estimates that are inaccurate as this is fraud.
Business Response
Date: 11/30/2023
We have
completed a review of your account ending in **** for date of service 11/03/2023. Our investigation revealed that a system
error inadvertently added $421.00 to your account, which triggered a MyChart notification.
The appropriate correction has been made and your account balance is now
zero.
Customer Answer
Date: 12/26/2023
For whatever reason, my phone would not allow me to enter a reply. Bon Secours took care of the issue. However, I will not be a returning customer since this was the third time.
Initial Complaint
Date:11/13/2023
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.
St Francis downtown Greenville SC has failed to file my medical bills to the correct filling office for ****** ******. I have made multiple attempts with their business office to correct this issue, I have even had my insurance company contact them, and they still can not get it right. I am starting to receive medical bills that should be paid through insurance but due to their lack of competency they still have not filed the claims correctly. They do not have a physical office to sit down and speak with someone only a call center.
Business Response
Date: 11/20/2023
Good Afternoon,
We were
notified by your insurance company that we needed to rebill the proper payer, indicating
there was a different plan and address that claims needed to be submitted to. We
have updated your account, and the outstanding claims will be billed
accordingly.
Kenny M.
Customer Answer
Date: 11/20/2023
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.

Regards,

**** *******
Initial Complaint
Date:10/16/2023
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 scheduled to have an MRI on June 8th, 2023. I paid for the test in advance to receive a 20% discount. When I arrived they could not perform the test because there was no technician and I followed up with my doctor and we decided not to do the MRI and goin another direction. I immediately called for a refund and was told it would be 30 to 60 days. Today is October 12th and I have called several times, 7 to be exact, and have been told it’s in processing or pending. One time I was told the check was in the mail. Today I was told it’s pending approval and could take another 30 to 45 days. This would not be tolerated if I had not paid my bill for that amount of time. I don’t know any business where this would be considered acceptable and I wanted to file a formal complaint.
Business Response
Date: 10/26/2023
Good afternoon -
We thank you for your patience and deeply apologize for any inconvenience this has caused you, as we work toward a resolution to satisfy your concern.
We are in constant communication with the teams tasked in working on your case and hope to have this completed very soon.
We would like to submit a request to the BBB that we'd be granted an extension so that we can continue to work toward resolving this issue.
Again, thank you for your patience and understanding and your consideration.
Kenny M.

Business Response
Date: 11/08/2023
Your refund has been processed. A check in the amount of $2,650.93 was issued on 11/2/23. The check number is ******. You should receive this within 7-10 business days via the ****.
Initial Complaint
Date:10/06/2023
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 prepaid for an ultrasound based on the hospitals estimate early to receive the 20% discount on 27-MAY-23. The day after I paid it, the estimate dropped to only $50, but insurance ended up paying it all. Customer service said I would get a refund in 30 days on the original payment method. It was never received. I called back and they then said 60 days, a check would be mailed. There were multiple follow-up calls, more missed commitment dates for months. Finally in September I got a person who was supposed to help. The check was to be sent 22-Sep-23. I was told to call back a week later to check. Its now 6-Oct-23, no check and after leaving 5 or 6 voice-mails no one is answering, still no refund. It's been over 4 months.
Business Response
Date: 10/17/2023
Good morning,
Thank you for reaching out to us with your concern. We have been working hard on getting concerns addressed and resolved. It has been confirmed you refund is valid and is currently being processed. We did experience a system issue when the refund files were uploaded, and we have teams currently working on that issue. Once these are remedied, the pending refund should be generated, cut and released to the patient. We do ask for an extension to allow this time for out teams to work on resolving the issue and we hope to have these cleared up by the end of the month.
We apologize for the inconvenience and appreciate your patience.
Customer Answer
Date: 10/17/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.

I have been hearing this same message for over two months and it's still not resolved. I would like the complaint to remain open until I have physically received the refund.

Regards,

****** *******
Business Response
Date: 10/18/2023
Hello,
I reviewed the response and I understand your reasoning! I will provide a further update as soon as possible.
Customer Answer
Date: 10/24/2023
I have received my refund and it has cleared.
This complaint can now be closed.

Thank you so much for your help.
******
Initial Complaint
Date:10/04/2023
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 admitted into the hospital from 6-20-23 to 6-21-23 and from 6-23-23 to 6-27-23. I was overcharged and this is not disputed. It has been well over 60 days and I have not received my refund. They will not tell me when they will refund my money. Telling me that refunds are a first come first serve process is unacceptable answer being the amount of people’s credit they have ruined when they are owed. I paid in good faith and need my money.
Business Response
Date: 11/03/2023
Hello All,
We have
completed a review of your account ending in **** for dates of service 06/20/2023
– 6/21/2023. Final adjustments have been
made to your account and a refund of $375.17 was approved and sent to your home
address. Records indicate that the check
was cashed on 10/25/23.
Initial Complaint
Date:09/19/2023
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.
St. Francis Outpatient Nutrition Counseling
* ********** ****** ********** ******* ****** ********* *********** ***** ******** ******
** ******* ******* ** *** ****** *********** ** *****
CC Better Business Bureau

Dear Bon Secours,

In the Spring of 2021, I visited a nutritionist at the St. Francis Outpatient Nutrition Counseling for a health issue. I visited this center 10 times. Each time that I went to the appointment, I first met with a billing specialist and provided my Insurance card.

I provided my insurance card 10 times. At these meetings with the billing specialist, my old insurance continued to come up from when I worked for a SC school district and had BCBS state. I continued to request that my old insurance be removed and provided my BCBS Empire card.

9 of my 10 visits were billed for my insurance correctly. But one visit was not billed correctly. I received a bill for services on April 26th 2021 and immediately called St Francis in 2021 about the wrong insurance being billed. I believed the issue was corrected.

However now, I have begun receiving collection calls about this amount. I told the collection agency that I disputed the charge. They suggested that I contact St. Francis.
I contacted St. Francis and they said that they were unable to take responsibility for their own billing mistake.

I feel that St Francis should provide a copy of the insurance billing statement for the visit on 04/26 as a first step. In addition, I feel they should write off the charge, since it is a result of their own mistake.

As a patient, all I can do is provide my insurance card and request that it be billed. If the hospital does not have staff that can competently do this or if they are using outdated computers - the hospital can not hold patients accountable for the problems within their own system.

I hope that this issue can be resolved as the amount is not that large.

Kind regards,

******** ***** ******** ******** *****
Business Response
Date: 09/25/2023
We have
completed a review of your account ending in **** for date of service 04/30/2021.
Our investigation confirmed that
the claim filed to your insurance cannot be processed, due to the timely filing
limit. You are not responsible for the balance. Your account has been recalled
from the collection agency, and the agency will ensure any associated negative
reporting will be removed. Your account has also been adjusted and you now have
a zero balance.

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Bon Secours St. Francis Health System is NOT a BBB Accredited Business.