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 Find Local Branches.

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• 

  Bon Secours St. Francis Health System

  1 Saint Francis Dr Greenville, SC 29601-3955

• 

  Bon Secours St. Francis Health System

  317 St Francis Drive Suite 310 Greenville, SC 29601

• 

  Bon Secours St. Francis Health System

  1208 Augusta Street Greenville, SC 29605

• 

  Bon Secours St. Francis Health System

  209 Patewood Drive Suite 200 Greenville, SC 29615

• 

  Bon Secours St. Francis Health System

  135 Commonwealth Drive Suite 210 Greenville, SC 29615

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:03/27/2023

  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 Bon Secours for an appointment on Dec. 7th for a bone density scan appointment scheduled for Dec. 15, 2022. I was told if I paid for my co-payment before appointment, I would receive a 20% discount. I paid the co-payment of $83.02 with my visa card. I later discovered that my insurance covers the full amount of the bone density scan. I called the billing department a few days after the appointment and explained. They took my information and said they would get back to me. They never did. I called 3-4 times and I'm told that it's already been information has been submitted, It would take 30 to 45 days for a refund. They see that my insurance is covering the full amount and I need to be patient. It is 3 months later and I still did not receive my refund.

  Business Response

  Date: 03/28/2023

  We have
  completed a review of your account ending in **** for date of service 12/21/2022.  Our investigation revealed that your payment of $83.02 was posted on a pending encounter for
  date of service 12/7/2022, the original scheduled date of your scan.  We
  did see that your scan was rescheduled or performed 12/21/2022, however your
  $83.02 payment was not moved over to the account for the new date of
  service.  I did confirm that the Refund has been approved and a check will
  be issued next Thursday, April 6th for the amount of $83.02.  They do ask
  that you give 7-10 business days from that date to receive the check through
  the U.S. Postal Service.

   

  Customer Answer

  Date: 04/17/2023

   I received my check today. Thank you so much for your assistance. I appreciate your help. 

  Sincerely, ***** ***

• Initial Complaint

  Date:03/23/2023

  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 was wrongfully charged for care that is covered by my insurance. The office submitted my lab sample to an unapproved provider back in July. I can not control where the office submits my samples to as I am not the doctor or staff in the office. I have been trying to speak to someone in my doctors office since October 2022 to address the bill when I first received it. I called my insurance and they said it was submitted to a non-preferred provider so I'm responsible for the 209.00. My providers office will not call back from the multiple messages I have left since October. They refuse to see me in person when I have gone into the office multiple times since December and asked to speak to the office manager to get this resolved. They do not answer my mychart messages. Apparently they mess up and it is my responsibility to pay for it financially. This is outrageous and I have tried on multiple occasions to speak to the people responsible and they will not fix the problem and they will not speak with me. I have gotten multiple bills demanding I pay the money. I do not want their mistake to affect my credit. I would like this addressed, fixed, submitted to insurance and paid as it should have been in the first place last year.

  Business Response

  Date: 03/30/2023

  Good Morning,

  In review of
  your account ending in **** for date of service 07/26/2022, we have adjusted
  the full balance of $209.11 as a one-time courtesy. Please be advised, it is
  your responsibility to understand the benefits and responsibilities as a
  beneficiary of your insurance plan. For best financial planning, please consider
  your benefit plan recommendations and network restrictions before choosing a service
  provider and/or facility in the future.

  Kenny M. 

  Customer Answer

  Date: 03/30/2023

  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. 
  
  
  
  Regards,
  
  
  
  ******* ****** 

• Initial Complaint

  Date:03/17/2023

  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 12/12/22 I paid $1360.91 in advance of a MRI Brain Scan Procedure on 12/13/22. I paid in advance only because I was told that I would receive 10% off if I paid prior to the procedure. The payment posted on my credit card account that date (12/12/22). I had the procedure but later was billed for the full amount. I made numerous phone calls and sent messages on MyChart explaining I had paid and had evidence on my credit card of the payment to Bon Secours that I offered to send. I received no assistance. The payment finally posted much later in January. Consequently, I continue to be billed an additional $159.02 for because they do not recognize the discount Bon Secours offered me to pay early, which I did in good faith. I have the evidence that it was paid early. The fact that it did not post on in their system is not my issue. I have the money to pay it. I have done all I know to resolve this but the point is they offered me something they have not made good on. It is bad business. I have uploaded my statement to highlight the payment on 12/12/22

  Customer Answer

  Date: 03/17/2023

  Thank you for your response.  I wanted to let you know my issue has been resolved and Mercy Health (Bon Secours has removed the $159.02) from account.  As of this morning it shows 0.00 due.  You may resolve my issue or removed my complaint. 

  
  

  Thank you, ****

• Initial Complaint

  Date:03/06/2023

  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.

  Healthcare Provider: Bon Secours
  Local Provider: ********** Internal Medicine
  Doctor: Dr. Parambal B******
  Problem: My pharmacy continually tries to refill a life saving medicine and gets no response from doctors office staff. I always have to email via our medical portal and it always takes many days to get back to me. This time, I can see the staff saw my message 5 days ago. No response. I am now out of my medicine. This is very dangerous and I am reporting Dr B****** and his practice.

  Business Response

  Date: 03/17/2023

  Good Morning,

   

  I have reached out to the Practice Manager and attached their response letter with their findings and resolution.  They do document that they tried to reach out to the consumer on 3/6, 3/7 and 3/9 and left a voice mail message each time. If there are any other questions related to this, please contact the Practice Manager, Terri J. 

  Customer Answer

  Date: 03/18/2023

  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. 
  
  
  This business stated they responded on March 2nd to a March 1st portal message by me. The pharmacy had already been trying to get in touch with them for days. This continued to happen and there is as trend. This message is not indicative of any solution.  An email sent from ** Pharmacy proves this (see below). I have CCed **** *******, Investigator at SC Dept. of Labor, Licensing and Regulation in regard to Case Number ********. Several individual incidents recorded by ** Pharmacy proves this is trending. I will now begin working with ** Pharmacy to get ALL details from every call made in or out in regard to this doctor.

   

  March 1st, 2023, February 15th, 2023

  Hi, this is Charlotte with ** Pharmacy (*******pharmacy.com). We have made several outreaches to your prescriber for a renewal of your prescription for Rosuvastatin 10mg, but we have not received a reply. At this time, if you are in need of this medication, please contact your prescriber directly for a new prescription. You can provide the following information to have your prescriber send the prescription directly to us:

  ** Pharmacy
  **** * ******** **** Rd Bldg *, Ste ***
  *******, Arizona 85027
  Phone: 833-********

  
  

  
  

  
  

  
  

  
  
  
  Regards,
  
  
  
  ***** *****

  Business Response

  Date: 03/20/2023

  Good Afternoon - after reviewing the response and conducting an additional investigation, here is the response from the Bon Secours ********** Internal Medicine..

  We
  have completed an additional review of the concerns you have expressed in your
  complaint.  Our investigation revealed
  that your medication was sent to a local pharmacy you had previously listed in
  your chart instead of the requested ** Pharmacy. In addition to this finding,
  we also were able to identify that ** Pharmacy did not have the correct fax
  number on file for your PCP, Dr. B******. We spoke with Charlotte at ** Pharmacy 3/20/2023 and verified they now have the correct fax number. We
  identified during this process that there are additional steps that clinical
  staff can take to ensure proper communication with pharmacy and the patient.
  Going forward the clinical will verify the pharmacy the patient is requesting
  at time of request. This will allow us to hold staff accountable and ensure
  errors such as this can be identified in a prompt manner.

  Kendra S. Regional Practice Administrator 

  Customer Answer

  Date: 03/22/2023

  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. 
  
  
  This has been resolved by the pharmacy and they have accepted blame for the mix up on their records, but you have some severe discrepancies in your response. You sent that prescription to the local pharmacy AFTER the whole ordeal with ** Pharmacies bad management. This also happened AFTER I sent several messages via My Chart. You absolutely can NOT brush this under a rug. You are being dishonest. I have left this practice for all of the reasons I should be. Your staff is unresponsive, even after ** Pharmacy got involved and offered their explanation. 

  
  
  
  Regards,
  
  
  
  ***** *****

• Initial Complaint

  Date:03/06/2023

  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.

  My wife, ***** ******, had a procedure on 10/18/2022 (Acct# ************). Prior to the procedure, St. Francis offered a 20% discount if we paid up front for the procedure. We decided to take advantage of this, and paid $2,357.60 on 9/30/2022. Our insurance ended up covering the entire cost of the procedure, so we expected a refund for the pre-payment that we made. My wife called on 11/30/2022, and she was informed that a refund check had been issued on 11/4/2022, and they would escalate the case since we never received a check in the mail. She followed up with calls on 12/16/2022 and 12/28/2022 where she was informed that the case was still in escalation. She added myself as an authorized person on the account, and I made calls on 1/6/2023, 2/10/2023, 2/24/2023, and 3/1/2023. I got the same story as my wife each time that our case was escalated. However, we never received any call backs and no further progress in receiving our refund. Between my wife and I, we have spent over 3 hours calling the billing department and not made any progress in getting our refund. We are extremely frustrated and feel like no one cares.
  
  I did discover that St. Francis utilizes a 3rd party company named "********" for their billing. St. Francis should be very aware that ******** is hurting their reputation and brand. I noticed other complaints filed to the BBB that had the same issue. I have always received excellent health services through St. Francis, but this issue really is calling me to question utilizing them for my future health care needs. This issue needs to be addressed and resolved in perpetuity if St. Francis is going to be a viable option in the Greenville area.

  Business Response

  Date: 03/13/2023

  Good Morning, 

  We
  have completed a review of your account ending in **** for date of service 10/18/2022.
  Our investigation revealed that your payment of $2,357.60 was received and
  setup on a pre-access general payment account on 9/30/2022, pending the
  creation of the account ending in **** on your service date. Your refund of $2,357.60
  has been processed on 3/6/2023 and is scheduled to go out on 3/9/2023. Please allow
  7-10 days for receipt as it will be coming via the U.S. Postal Service.

  Customer Answer

  Date: 03/13/2023

  
  
  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. 
  
  
  
  Regards,
  
  
  
  ****** ****** 

• Initial Complaint

  Date:03/01/2023

  Type:Product 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.

  Last year in April 2022, I visited the AFC Urgent Care location in Greer SC. I paid $96.29 for the visit as my deductible and they billed my insurance. After the claim was submitted I seen that I was owed a refund as they should have only charged me 13.29 per the EOB. I called the location multiple times and left messages, no one would call back, I called their Simpsonville location and no one called back after several months of calling and leaving messages, so I walked into the location and was advised I needed to call their billing office. I called the billing office and was advised that yes they saw I had an overpayment and that it would take 90 days to process a refund. It has now been 4 months since they confirmed they would process the refund and I have still not received my refund. They need to either process a refund to the payment method used or mail me a check to the address on file and I do not want it to be an additional 90 days as they should have refunded me when the eob was processed back in April.

  Business Response

  Date: 03/02/2023

  Good Morning and thanks for reaching out.

  I did review the case details and did determine that our office, although being Bon Secours, does not directly handle the billing or workflow for the offices that bill for the AFC Urgent Care Centers in South Carolina.  So I did do some checking around and found a contact that I'm reaching out too that may be able to help with the details of the patients complaint and I may be able to get to someone that can contact the patient and assist in addressing the concerns.  I will send an update as soon as I know anything further.

  Thanks,

  Kenny M. 

  Business Response

  Date: 03/02/2023

  This message originally read on 3/2/2023
  Good Morning and thanks for reaching out.
  I did review the case details and did determine that our office, although being Bon Secours, does not directly handle the billing or workflow for the offices that bill for the AFC Urgent Care Centers in South Carolina.  So I did do some checking around and found a contact that I'm reaching out too that may be able to help with the details of the patients complaint and I may be able to get to someone that can contact the patient and assist in addressing the concerns.  I will send an update as soon as I know anything further.
  Thanks,
  Kenny M. 

  Original complaint was sent to the urgent care center billing office on 2/21/23 and I received this in my office yesterday, 3/1/23, via email.  But this is what I was able to find out.
  

  11:56 Update - I have spoken with the team for the Urgent Care Centers and they stated they received the complaint on 2/21/23 and spoke to the patient on 2/24/23 about their concerns.  During that conversation, the team was able to verify that the original check had gone out on 12/15/22 but was never received by the patient.  The supervisor then went into the system, voided that check and reissued another check on 2/24/23 and let the patient know that they should receive it in the next week to 10 days and the supervisor also confirmed the patients address to avoid any further delay. 

  I hope that this does resolve the concerns of the patient and that they are satisfied with the resolution. 

  Thank You, 

  Kenny M. 

   

  Customer Answer

  Date: 03/03/2023

  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:03/01/2023

  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.

  My husband visited the ER in Nov. 2021 at ******** Regional Hospital in **************, VA. We had been on a payment plan since receiving the first bill. We had been making our payments through the automated payment system. In Nov. 2022, I was suddenly unable to make a payment using the MYCHART system as I was consistently given an error message. I in turn made several attempts to make a payment using the Customer Service number as listed on the statements with the phone number: (866)********. The listed customer service number only had a recording that stated "We are unable to take your call, please leave a message" . I left several messages from Nov. 2022 through January 2023. No one ever returned my messages, and I was still receiving an error message when trying to pay through MYCHART. On January 19, 2023, I called ******** Regional Hospital directly and was able to find someone that could speak with me. She informed me the customer service number was handled by an outside provider named "*******", and they are no longer servicing the messages. (Yet the number is still listed on the Bon Secours billing statements) She also informed that the error messages on MYCHART were most likely due to a system migration since I was previously paying through an older account on MYCHART. I was able to make a payment that day, and received a confirmation number of #******. She said she reset the monthly payment and said I should be able to make payments now on MYCHART. I assumed that the billing errors would have been resolved.
  
  However, I just received a letter today 2/27/2023 from a collections agency for not making payments. Over the past two days, I have sat on hold for several hours unable to speak to someone. I have left typed messages on the online customer service portal for someone to contact me so I can make a payment. I have made every attempt to pay the bill. After being on hold for 1 hour and 47 minutes today, I finally spoke to a customer service representative that informed me that their system was cancelling out accounts back in Nov. 2022 and therefore my account was no longer recognized in the payment system. When I assumed the issue was resolved in January 2023, she said one of the two systems was additionally still not recognizing the reinstalled payment plan and was still showing as not being paid. She informed me that Bon Secours outsourced many of the accounts to a collection agency even though it was their system error. She is waiting to submit a request for my account to be pulled back. Bon Secours has left me unable to make a payment due to their system merges, MYCHART errors, and inability to speak to anyone through a working phone number listed on a statement, and a refusal to return voice and online messages. I am requesting that Bon Secours contact me so I can pay the bill, they need to fix their bill pay issues, customer service message issues, and remove my name from the Collections Agency list.

  Business Response

  Date: 03/13/2023

  Good Morning,

  We
  have completed a review of your account ending in **** for date of service 11/28/2021.
  Our investigation revealed that your account was setup on a payment plan, but an
  error was made in the final coding of the account which did not complete the
  payment plan setup and caused your account to still carry through the
  collections process. We have contacted the agency and pulled your account back
  into our inventory. Your credit was not affected in a negative way and your
  account has now been correctly set back up on the monthly payment plan.
  

  Customer Answer

  Date: 03/14/2023

  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:02/28/2023

  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 6/7/22, I visited my doctor, who is affiliated with Bon Secours Medical Group, for a routine annual checkup. Because I have a marketplace insurance plan, this visit should have been covered at no cost to me according to my explanation of benefits. However, about a few months later, I received a bill from Bon Secours Medical Group Greenville for the full visit office visit charge of $193.00.
  When I called the billing department to ask about the charges, they told me that my insurance had denied the claim for the office visit. When I called my insurance, they told me they had no record of any such claim and as such had never denied covering the visit. I managed to get an insurance representative on the phone with Bon Secours to explain their side of the situation and they made sure they had my correct insurance information and where to send the claim. I was told to check back in approximately thirty days to see if the claim went through.
  Since then, I have repeated this process almost monthly with Bon Secours' billing department and my insurance. Every time I have spoken with Bon Secours, either by calling directly or with my insurance on the line (on 9/6, 9/26, 9/29, 11/1, 11/3, and 12/5) they have repeated the refrain that my insurance denied the claim (even though my insurance has categorically denied they ever received it) and promised to resubmit. At one point they even refused to resubmit the claim because my insurance had "denied" it and I have since been forced to make sure an insurance rep is on the line with me when I call.
  Bon Secours has all information necessary to submit the claim since last June as they've demonstrated by the two other charges for that visit they managed to submit to my insurance just fine (one of which I just received a bill for in January of this year).
  I was forced to pay the charges because Bon Secours threatened to send the bill to collections and I have no idea what else I can do at this point to get any help with the matter.

  Business Response

  Date: 03/07/2023

  Good Afternoon,

  We
  have completed a review of your account and our
  investigation revealed that your account was billed to an incorrect payer plan.
  The claim was rebilled to the correct plan on 3/1/2023. The $193.00 payment you
  had made on the account was credited back to your credit card on 2/28/2023. 

  Customer Answer

  Date: 03/07/2023

  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:02/22/2023

  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.

  I was diagnosed with severe PTSD in may of 2018. I also have a very severe anxiety disorder that was a pre-existing condition. I have been untreated for most of my diagnosis, and I couldn’t fight it on my own any more. I finally had decided to get help. Unfortunately, on December 7th, 2022, Elizabeth *** K***, NP was my first stop after an ER visit for my heart. I couldn’t have chosen a worse provider. Numerous unsettling, and disrespectful behaviors took place at this appointment on her end and I left in WAY worse condition than I came to her in. She treated me poorly verbally and physically and I am determined to report this behavior and make it known to anyone who will listen. If this issue is not taken seriously I am ready to share my story with the local news, the state medical/nursing board, and my lawyer. I would very much appreciate someone reaching out to listen and take action to resolve this so she can not mistreat others. I have also found that I am not the only mistreated patient. I take this matter very seriously, as should Ms. K***, ******* family medicine, and Bon secours as a whole.

  Business Response

  Date: 03/06/2023

  Good Morning, I have reached out to the Practice and they have completed their investigation and have responded with the comments below and the letter attached...........

  I would like to
  thank you for sharing with Bon Secours Medical Group the concerns of a patient
  seen on 12/7/2022 at ******* Family Medicine. We take such matters very seriously
  and use the feedback to review our processes and look for opportunities to improve
  our overall patient care experiences.
  

  Leaders with Bon
  Secours Medical Group have investigated the issues raised regarding the
  patient’s experience. As part of that investigation, the facts and circumstances
  were investigated, and the medical record was reviewed.
  
  Specific items are
  addressed as follows:
  
  The 12/7/2022
  appointment encounter documentation was reviewed.  It was deemed that everything was appropriately
  documented.
  
  We did attempt to
  reach out to the patient directly to get more specific details and help address
  her concerns, however, she did not wish to discuss the matter further. She
  quickly disconnected the call once she realized a representative from Bon
  Secours Mercy Health (BSMH) was calling regarding her concerns.

  Though we could not
  substantiate the claims of the patient, thank you again for sharing these
  concerns with us and allowing an opportunity for review.  Bon Secours Medical Group remains committed
  to compassionate and respectful healthcare for those we serve.

  Sincerely, 

  Jennifer L.

  Office Supervisor, ******* Family Medicine 

   

   

• 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.

  On August 2,2022 I had an appointment with Bon Secours Sleep Study program. When I checked my My Chart account it said that I owed 250.00. I paid this amount pryer to my appointment that night. When I check my EOB, with my insurance ****** ****** ****, it said I was responsible for only a 20.00 charge. I have tried to resolve this issue of a refund for many weeks, that have turned into months. Only to be told to give them 6-8 weeks to process this complaint, on more that one occasion. They tell me that this issue has been turned over to another department, that it has been turned over to another supervisior, that it is in the queue. I have tried at least 6 times to resolve this matter, 11-14-2022, 11-30-2022, 12-01-2022, 12-27-2022, 01-20-2023 and today 2-03-2023,
  with no results. I would appreciate some assistance in this matter of getting my refund. The number I was given to contact customer service is as follows: ************. Thank you
  I am not sure which Bon Secours address to use. The number I have been given to call is ************.

  Business Response

  Date: 02/15/2023

  Our
  investigation revealed that your refund was processed, but due to an issue with
  our system, the check was not released as it should have been, but we were able
  to locate your $250 payment.  We did find
  that you had an account for a July inpatient stay where you owed $20 and that
  was taken out of the $250 credit, applied to that account in September to zero
  out the balance.  On your account for
  August you did have $20 you owed for your copay and your refund was processed
  then for the remaining $210.  That was
  approved last week, and the check should go out this week.  They do ask that you allow 7-10 days for
  delivery through the ** ****** *******.