Complaints

This profile includes complaints for PRISMA Health's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

PRISMA Health has 49 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  PRISMA Health

  701 Grove Rd Greenville, SC 29605-4210

• 

  PRISMA Health

  PO Box 2129 Easley, SC 29641-2129

• 

  PRISMA Health

  200 Patewood Dr Ste A16 Greenville, SC 29615-3544

• 

  PRISMA Health

  200 Patewood Dr Greenville, SC 29615-3593

• 

  PRISMA Health

  175 Patewood Dr Greenville, SC 29615-3570

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:01/19/2024

  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.

  December 16 I went in for a miscarriage into ********** ********. I was there for 6 1/2 hours with no IV bleeding out. The only care that was given to me was ********* and ******* two hours before they sent me home. I filed a patient advocate complaint they said they’re findings Were that I had efficient healthcare. They also lied about my health status when they sent me home, I had to go to another hospital a few hours later my hemoglobin dropped tremendously, and other test results were dropping tremendously. They did not care for me properly they will not admit wrong or neglect so now I’m taking it a step further.

  Business Response

  Date: 01/29/2024

  We apologize for the care the patient received at her December visit. I have reached out to Patient Advocacy management to request a follow up with the patient. 

• Initial Complaint

  Date:01/17/2024

  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 went into the Prisma Urgent Care Facilities on *** *********** *** ************* ** *****. I had been coughing and my chest was hurting and I also included in the information that I filled out during registration that I wanted an X-ray to be done on my chest. This was part of an wellness check that I wanted to have performed for my insurance rider and as I stated I have been having chest pains. The doctor that came in to see me was very rude and unprofessional. He wanted to know why I need a chest x-ray, He asked was I doing this just to get paid. I explain that I have been sick and I have been coughing and my chest hurt, I wanted to get checked out, I also explain the chest xray as a wellness check up for my insurance. He went on to say that I did not need chest xrays and he wasn't going to order them, He did not address any of the issues that I came in for, I paid a $15 co-payment and I felt that I did not get any type of solutions or help. I had this doctor before and he is very rude and not personable at all,

  Business Response

  Date: 01/22/2024

  We appreciate the patient bringing this to our attention. If we can please request the date of service the patient is referencing, I will be glad to have this complaint submitted to patient advocacy for review of the care concern. The patient may also call ************ to provide this information. 

  Customer Answer

  Date: 01/22/2024

  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. 
  
  The date of service was 1/16. Im attaching my receipt. I want a refund. 
  
  
  
  Regards,
  
  
  
  ****** ***

  Business Response

  Date: 01/22/2024

  Review of the account shows that this was for an ****** **** ****t, for which we do not bill. The center is branded as Prisma Health and will continue to be clinically integrated with our system, but they bill out of EPIC under a different service area that we do not have visibility into.

  
  ********** ******* ****** ****** *****, has their own AR follow up, coding, cash posting, claims, customer service, refunds and billing team that currently handles their calls. They also send their own billing statements.
  
  Below you will find their contact information.
  
  Billing Customer Service #: ************
  Billing Customer Service email: *************************
  
   

  We apologize for any confusion this may cause. 

• Initial Complaint

  Date:01/12/2024

  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.

  Hello - Prisma Health has been submitting claims to my ****** ******care policy for a patient who is not related to me. This health system is in South Carolina, and I am in New York. I am not related to this person, and I am the only participant on this *** account. I have spent weeks trying to clear this up with their billing department, the only accessible number for an actual person to talk to. I was told an alert was put on the patient's account (******* ********), but it was never done. I do not know whether this is actual insurance fraud or a clerical error, but I need some higher authority within the practice to contact me. Every number I have used either transfers me or hangs up. I am extremely concerned about identity theft. Any assistance you can render would be greatly appreciated as Prisma Health will not take this seriously. Note that I have informed ****** ********** as well.

  Business Response

  Date: 01/17/2024

  I apologize for the mix-up regarding the patient's *** insurance coverage and have thoroughly documented the patient's account. I have sent the affected accounts to our billing team to have the *** coverage removed, and a void/cancel claim filed to ***. This *** coverage is now "inactive" in our system and shouldn't be added to any future visits. It appears the coverage was added in October of 2023, but I don't see a scanned insurance card or anything else showing how the coverage was added to this account. I have also escalated this concern to our supervisors for review and follow up. 

  Customer Answer

  Date: 01/17/2024

  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,
  
  
  
  **** ********

  Customer Answer

  Date: 02/09/2024

  I would like to re-open this complaint as now it has escalated to this practice being paid as below (from the *** website).  They must have resubmitted the claim.  I don't know what to do at this point.  Of course, I will be in touch with *** this morning, but I hope the BBB can help with contacting the practice again because I cannot get through to anyone who can help.

  Thank you in advance,

  **** ********

  Business Response

  Date: 02/12/2024

  Review of this patient's account shows that this has been corrected. We do apologize again for the inconvenience and mix-up. I have also confirmed that the *** insurance coverage has been removed from this claim and a void/cancel claim submitted to ***. 

• Initial Complaint

  Date:01/12/2024

  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 had a contact fitting in late 2023 with Prisma *** institute in Greenville SC. The provider never sent the service/bill to my insurance **** Federal vision for the 2023 contact lens fitting. Since they failed to do this is holding up my entitled benefit to order my contacts for 2024. My insurance company and I have reached out to the *** institute, billing , patient relations and the corporate office about this matter. The issue has not been resolved.

  Business Response

  Date: 01/16/2024

  We apologize for this inconvenience and the number of attempts in trying to resolve this. If the patient will please call in to customer service at ************ to confirm the ID# for the vision insurance, or respond here with the information, we will gladly have this investigated. I do show ***** ****** *********, but need to confirm if this is the insurance the patient is referring to. 

  Business Response

  Date: 01/17/2024

  We are still waiting on the patient to provide additional information via BBB or patient advocacy. We have requested to confirm the insurance information with no response. 

  Customer Answer

  Date: 01/18/2024

  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. 
  I provided my insurance card number and my information  

  Primsa *** also has the requested information  I am unclear what else  business needs 

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

• Initial Complaint

  Date:01/01/2024

  Type:Product 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 for a Total Left Hip replacemnt on November 16,2023. Beginning 11/13/23 I received emails from Prisma Health requesting full payment of $5,052.19 for my surgery. Again on 11/14/23 I received another email requesting full payment. I felt pressured and made the full payment and was unaware that they did not contact my health insurance company nor wait for the EOB. After receiving the EOB, I saw the claim was paid on 11/28/23, and that my responsibility was $183.30. To date I have not received any response from Prisma Health and feel that the behavior is predatory for I am a senior. I am at a loss on how else to prevent this from happening to others or myself.

  Business Response

  Date: 01/02/2024

  I do show that this patient's account has a credit balance. I have sent the account for review and processing by our refunds department. We apologize for any inconvenience this may have caused. If the patient has any questions in the meantime, please call our customer service team at ************. 

  Customer Answer

  Date: 01/04/2024

  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.  Prisma health says that the refund department has my refund.  However I did not get a refund but another bill of which I know nothing of yet it explains nothing.  I have received nothing - not notice - nothing and my husband is on the other end waiting - calling every day and waiting.  No response has been given to me but another bill for what??????  I have not been to the doctor since my surgery for what???
  
  
  
  [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,
  
  
  
  ***** *****************

  Business Response

  Date: 01/08/2024

  I show that the refund was posted on 1/3/24, back to the patient's Discover card. This patient has no outstanding balances remaining. We apologize for any inconvenience this may have caused. Any questions, the patient may call customer service at ************* 

   

  Customer Answer

  Date: 01/08/2024

  Better Business Bureau:
  
  I looked at my Discover Card as of today 1/8/24 and no payment to my card has submitted.  I keep looking at my Discover card - I have a balance but no refund from PRISMA Health.

  
  
  I have reviewed the response made by the business in reference to complaint ID ********* 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,
  
  
  
  ***** *****************

  Business Response

  Date: 01/09/2024

  I have reached out to the refunds department to follow up on this. We apologize for any inconvenience. 

  Customer Answer

  Date: 01/09/2024

  Better Business Bureau:
  

  I have contacted Discover card to discuss the matter with them.  They told me to wait to Saturday - this is the final day that Prisma has to credit my Discover Card.  A dispute with Discover will be filed on Saturday January 13th.  I have yet to receive any money from Prisma yet they send me bills of monies I owe them.  

  ***** *******
  
  I have reviewed the response made by the business in reference to complaint ID ********, 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,
  
  
  
  ***** *****************

  Business Response

  Date: 01/10/2024

  Upon further review, the patient's refund is has been confirmed as being sent via paper check to her address. The patient initially paid with a Discover card; however, the refund is being sent via check. I sincerely apologize for the misinformation. Thank you. 

  Customer Answer

  Date: 01/12/2024

  Better Business Bureau:
  
  
  Until I receive it - I will not remove my complaint ID ********* and have determined that this does not resolve my complaint, because they keep changing their terms and apologizing for their misinformation. 
  
  
  
  
  
  
  
  Regards,
  
  
  
  ***** *****************

• 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.

  I had my son January 3, 2023. A few months later I received a bill for $200. I knew my insurance should of covered the bill so I called the billing department and was told they will resend it to insurance but give it a few weeks to update in the system. Well a few weeks later I called to follow up because I was still receiving a bill for $200. I was told that it had a package pricing and could not be billed to insurance. I told them my insurance covers the procedure and they need to send it to them. I was told they would elevate my case to there supervisor. I call back again and was told that the supervisor reviewed the case and that my insurance doesn’t cover the procedure. I called my insurance and was told they do cover the procedure and prisma is refusing to send it to them to be filed. I have been going back and forth with billing for months now.

  Business Response

  Date: 12/12/2023

  Review of the account shows that a supervisor contacted the patient's mother/guarantor yesterday afternoon, 12/11/23. The mother was advised that blue medicaid wasn't effective until 3/2023 and the services in question were performed in 01/2023. The patient had traditional SC medicaid, which doesn't cover circumcisions, which is why she was given the package pricing of $200. The patient's mother advised she will contact the medicaid office and follow back up with our supervisor. 

• Initial Complaint

  Date:12/08/2023

  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 had hand surgery on in May of 2023. Prisma didn't code the procedure correctly to ******* (my secondary ins). The claim was rejected several times after initial filing. I was a three way call with Prisma rep Tameka and ******* ****** Ins all at the same time in mid October. It was found again, that the wrong codes were being used by Prisma. Now I'm being threatened with collections after ALL parties agreed there would be a zero balance. With notations of the resolution on my account.

  Business Response

  Date: 12/11/2023

  Upon review of this patient's account, I do see all calls by the patient and documentation regarding the coding complaint with ********* I have placed this account on hold and escalated it for review by our ******** follow up department. They will contact ******** on the patient's behalf and provide us with an update. Upon completion of the follow-up review, we will contact the patient. I do also show that the account was escalated to a supervisor for review as well. The billing and collections process will be stopped while this is being reviewed for resolution. 

• Initial Complaint

  Date:12/07/2023

  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 March 23, 2023, I was approved for Prisma Health financial services. The financial assistant paid all my past due bills. However, Prisma Health is still taking my South Carolina state income tax check. I have contacted Prisma Health on many occasion but I keep getting the run arounds. Also, I have contacted South Carolina Internal Revenue. They told me that Prisma Health have to contact them in order for them to stop taking my income tax check. I would like to have my whole $616 refunded to me by December 15, 2023.

  Business Response

  Date: 12/18/2023

  Review of this patient's account shows that she was approved for financial assistance 4/07/2017-6/26/2019 and again 7/29/2020-2/09/2024. The dates of service in question are from 2016, which was not covered under the patient's financial assistance. We apologize for any confusion or inconvenience this may have caused. 

  Customer Answer

  Date: 01/04/2024

  I disagree with Prism Healthcare.  I'm going to need to see a receipt. 

  Business Response

  Date: 01/05/2024

  I have sent the patient a MyChart message with copies of the financial assistance approval letters and information on the three accounts for which the taxes were applied. Due to personal information being on these documents, I have not attached them to this complaint. For further information, the patient will need to please contact the financial assistance department at 864*********. 

• Initial Complaint

  Date:12/04/2023

  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 took my son to the Prisma Parkridge ER in Irmo,SC on 12/3//23 when he swallowed a penny. My son has having chest pain when breathing after swallowing the object and we checked into the ER and waited for over two hours for a doctor to bring us discharge papers and say come back if he is having breathing issues. The doctor never examined my child, never listened to him breathe and never ordered an X-ray to check to see here the object was located. We paid for this visit and I can only imagine what will be billed to insurance but I plan to dispute it all. There was no care provided and the blatant disregard for patient care or safety was alarming. I will never go to a Prisma facility again and they should be investigated for failure to provide a minimum level of care.

  Business Response

  Date: 12/05/2023

  We are sorry to hear of this patient's experience in our Baptist Parkridge Emergency Department. I have forwarded the information provided to our patient advocacy department. Someone will follow up regarding this care concern. 

  Customer Answer

  Date: 12/14/2023

  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 was told that someone would reach out to me in 5 business days and it’s been almost two full weeks and I’ve heard nothing. No attempt to contact or refund my copay. 

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

  Business Response

  Date: 12/18/2023

  I have reached out to patient advocacy again for an update and was advised "The care concern has been investigated and care has been
  deemed to be appropriate.". Regarding a returned phone call, I will ask that the advocate call the patient back. Thank you. 

  Customer Answer

  Date: 12/19/2023

  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. 
  
  The response they sent stated that the found the “care was deemed appropriate” however we received no care yet they proceeded to bill my insurance $720 for “medical services provided”. No one ever examined my child. At this point I am inclined to file this as insurance fraud for billing for services not provided. Prisma needs to be held accountable for their failure in this instance as we were discharged and my child was still complaining of pain when breathing and pressure in his chest. 
  
  
  Regards,
  
  
  
  ******* ******

• Initial Complaint

  Date:10/31/2023

  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 am not liable for the debt to PRISMA HEALTH UPSTATE . I do not have contract with REC MGT CORP and was not giving one when requested

  Business Response

  Date: 11/06/2023

  Review of this patient's account shows that insurance coverage was not active for the dates of service that are with our collection agency, Receivables Management Corporation. Patient's will receive 4 billing statements (within a 120-day statement cycle) before the account rolls to bad debt. In order to prevent an account from aging, the balance must be set up on a formal payment plan, paid in full, or there must be a financial assistance application in process. I do not show that any attempts were made to make payment arrangements or pay on the balances. We understand the patients concerns, however, the accounts aged to collections appropriately, therefore the accounts will not be removed from collections. The patient may contact the agency at ************ to discuss payment options. If there are any other questions, the patient may contact our customer service team at ************. 

  Business Response

  Date: 11/06/2023

  Review of this patient's account shows that insurance coverage was not active for the dates of service that are with our collection agency, Receivables Management Corporation. Patient's will receive 4 billing statements (within a 120-day statement cycle) before the account rolls to bad debt. In order to prevent an account from aging, the balance must be set up on a formal payment plan, paid in full, or there must be a financial assistance application in process. I do not show that any attempts were made to make payment arrangements or pay on the balances. We understand the patients concerns, however, the accounts aged to collections appropriately, therefore the accounts will not be removed from collections. The patient may contact the agency at ************ to discuss payment options. If there are any other questions, the patient may contact our customer service team at ************.