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

  2 Innovation Drive Suite 300B Greenville, SC 29607

• 

  Bon Secours St. Francis Health System

  75 East McBee Avenue Greenville, SC 29601

• 

  Bon Secours St. Francis Health System

  801 Roper Creek Drive Greenville, SC 29615

• 

  Bon Secours St. Francis Health System

  306 South Hwy 14 Simpsonville, SC 29681

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:11/29/2022

  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 had to prepay for a procedure back in sept. 2022 , In the amount of $345.52 , insurance covered it and im waiting on a refund back to my discover card in the amount of $262.32 , i have made numerous phone calls and they keep telling me they have sent to the billing dept. i just want the credit back to my discover card , which has been paid in full back in Oct......keep saying 30 days , well it has been almost 2 months , still waiting ....

  Business Response

  Date: 11/30/2022

  Good Morning....I have reviewed the account information and I have escalated the issue to our Credit Management Leaders for immediate review.  I'll let you know once I hear back from them.

  Thanks,

  Kenny M. 

  Operations Support Analyst 

  Ensemble Health Partners

  Customer Answer

  Date: 12/01/2022

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

• Initial Complaint

  Date:09/28/2022

  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.

  BILLING ISSUE :On June 1, 2022, I had an MRI at Bon Secours-Eastside. I paid an estimate amount of $260.00. I was given a discount from the hospital for 'Prompt Payment". After my insurance paid the claim, I was told by the hospital, that I was due a REFUND in the amount of $204.37. The hospital states that the refund was issued on June 22, 2022. However, my banking institution shows no such refund or "push through" to my debit card ending in **** or to my account with the bank. The hospital ONLY shows the transaction on paper and CANNOT or WILL NOT provide a CHECK # or a BATCH # to show that I was given my REFUND. I just happen to have the information from the hospital on a printout that no longer seems to exist.(hospital can't produce it) My ACCOUNT NUMBER is ************. I have made numerous phone calls: 7/5, 7/14, 7/21, 7/29, 8/8, 8/15, 8/17, 8/31, 9/6, 9/12, 9/14, 9/15, 9/21, and 9/28/22. I have gotten nowhere. It has been over 3 months. It took 2 seconds for them to take my payment for the procedure and over 3 months to try to get my REFUND.

  Business Response

  Date: 10/11/2022

  Good Morning...I have reviewed the account and have been in contact with our credit management team and confirmed the refund check was processed on 10/5/2022 and should be going out in the mail this week.  I will provide any updates if anything changes.

  Customer Answer

  Date: 10/11/2022

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

  Business Response

  Date: 10/12/2022

  I have confirmed with our credit management team that they did process the patients refund and the check went out last Friday, 10/7/22.  They ask that the patient allow 7-10 business days to receive the check through regular US Mail.  One of our reps will attempt to make contact with the patient as well on this status so that they are aware.

• Initial Complaint

  Date:09/19/2022

  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.

  I have been going to this doctors office for a few years now and with my insurance I have a $25 copay and lately they have been charging me an extra $5. Then they send me bills in the mail saying I owe them more money. They never send my prescriptions in on time. And right now I’m out of my medication that I need for my job.

  Business Response

  Date: 09/29/2022

  Good Morning, we'd like to provide an update.

  Due to the minimal information the patient provided, we are unable to locate her specific demographics, her physician and practice and service date(s).  We attempted to contact Ms. ****** on 9/22/22 and left a voicemail for a return call.  We never heard back from her.

  On 9/28/22 we attempted again to contact her, the customer service rep called, got a female on the phone.  She asked to speak to Ms. ******.  The female asked why and our rep stated she was calling from Bon Secours and the female hung the phone up.

  Our rep tried to call the number again, got the recording and left another voicemail.  We need to get more information in order to attempt to assist her with her complaint.

  Something to note - Our call center handles billing and such for Physicians Offices but we are unable to directly handle anything to do with Patient Prescriptions since it is the physician who orders and writes these out for their patients.  Also, with her claim that her copay was raised an extra $5 per visit, this usually is a result of a patients health insurance policy and changes that occur from one coverage year to another. 

  But as usual, we will attempt to assist and direct the patient in the appropriate fashion if we can connect with her to get this information needed for us to locate her account. 

  We will continue to attempt to make contact with the patient! 

  Thanks, 

   

   

   

   

  Customer Answer

  Date: 09/29/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 18043870, and have determined that this does not resolve my complaint. 
  
  
  
  [To assist us in bringing this matter to a close, Please let us know below why you are rejecting the offer made by the business.]
  
  
  
  Regards,
  
  
  
  Casey Martin

  yes you called me but I am at work from 5am-5pm I cannot answer my phone as per I will lose my job and a phone call does not make up for me being out of my medicine for two months now because you overcharge me at my doc appointments and then tell me I don’t owe anything when I’m there but turn around and bill me in the mail. You are sketchy and I do not wish to keep going here. I was told I had an appointment I did not go to and I know I have always called and cancelled my appointments if I don’t have the money to pay for them. 

  Business Response

  Date: 09/29/2022

  Hello, I'm sorry this is not satisfactory, but as requested, if the patient will return the call of the lead whose been attempting to contact her and leaving message at least 3 times, we will do what we can to assist her.  But until we can hear back from the patient to provide the details needed, we unfortunately we cannot move on.

   

  Please have the patient call 888-******** and ask for Michelle or Cherie.  I will let them know to expect her call.

• Initial Complaint

  Date:08/19/2022

  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 March 10, 2022 I mailed a check in the amount of $1556.00 to St. Francis Downtown in payment of my husband’s hospital bill. I later received a statement from my insurance that they had paid it. I’ve called many times and was told that I would get a refund within 30 business days. No check. Was told I would receive it within a week. Still no check. Every time I call I get promises of a refund and haven’t received one. After 4 months I need my money. The account number ***********.

  Business Response

  Date: 08/25/2022

  Morning, we have an update:

   

  We've verified the information on the account in question and requested a review of the transactions and it's been approved that a Refund Check will be issued to the patient.  The Check will be cut on 9/1/22 and sent to the patient.  One of our supervisors did make contact with Ms. ***** on 8/23 to give her an update and she will follow-up with Ms. ***** on 9/1/22 again to confirm that the check has been cut.  

  I will send another update once the transaction has been completed.

  Kenny M****

• Initial Complaint

  Date:07/20/2022

  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.

  I was referred to St. Francis hospitals for a CT SCAN on May 31, 2022. I reported as directed. When I was registering, I was told I had to pay a deductible of $2384. I believed the registrar and paid by VISA credit card. The account number is ************. I have Medicare Advantage insurance through *****. My ***** contact told me that I had no deductible and no patient responsibility for payment at all.
  ***** has tried to resolve the problem with no cooperation from St. Francis.
  I tried to resolve the problem by personally going to the department. I was told by a staff member there that I should not have been charged and that I should get a refund. A person in billing, named Brigette, was supposedly in charge. My name is ******* ******** DOB: ******* ** ****.
  
  I HAVE MADE NUMEROUS ATTEMPTS TO CONTACT THE BILLING DEPARTMENT, TO NO AVAIL. THEY PUT ME ON HOLD IN THEIR AUTOMATED PHONE SYSTEM FOR HOURS. St. FRANCIS NOW HAS MY $2384.
  PLEASE TRY TO RESOLVE THIS FOR ME.

  Business Response

  Date: 08/12/2022

  Good Morning, We've contacted Mr. ******* on 8/10/22 to let him know we've received his complaint, have started an investigation and have reached out to his insurance company on their denial of the claim and have filed an appeal to have the denial overturned.  We did let him know this could take 30-60 days for a response to this and asked that he be patient on this.  He did ask about getting his money back and we did advise him that it depended on the decision of his insurance on if they reverse their denial and paid on the claim.  He did understand that process and had no other questions at this time for us.  

  Business Response

  Date: 10/20/2022

  Hey Cindy, Good Morning!

  
  I wanted to update you on this case.  The site has closed so I cannot update the site from here.  But the final decision on appeal of this patients insurance claim has been received and has been denied. The patients account has been adjusted accordingly and the Credit Management Team has confirmed with me that a check will be cut for the patients refund of $2384.00 and will be released this afternoon to his address.  They ask that the patient allow 7-10 business days, to be received, from being mailed out via normal US Postal Service.

   

  We will draft a letter as well to the patient with the same findings and information.  Let me know if you need anything else

  Business Response

  Date: 10/26/2022

  Update!  Reviewing account and it does show that the account has been adjusted, check for $2384.00 has been cut and should have gone out last week to the patient.

  
  

  Customer Answer

  Date: 12/07/2022

  The consumer confirmed he received his check.