Complaints

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

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  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:12/22/2022

  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 to the ER in Greer SC twice and one of those visits led to surgery. After paying hundreds of dollars combined with my health insurance at the hospitalI I came home to some bills about a month later totaling over $1000 to which I paid. Thinking that was all taken care of they sent me even more bills roughly Six months later for over $1700. They waited six months to figure out a way to charge me even more than I’d already paid and feel it’s a very unacceptable business practice. After calling to inquire, I was told I could combine the ER and DR bills together and would be set up on a payment plan to which I never received. Then I was called by someone else trying to set me up on a payment plan and said that Prisma had never previously set me up on one. I am so incredibly lost on the numerous bills they are saying I owe them, and have gotten misinformation from the numerous people I have been contacted by on their behalf. I have now recieved a text message today threatening me of final warning for yet another bill for $385, after reciedving no phone calls or mail from them.

  Business Response

  Date: 12/22/2022

  When an account balance is due, the account will age to collections after the 120-day statement cycle. This means the patient will receive four billing statements, one per month. To avoid a balance being placed with collections, a formal payment plan must be set up with Prisma Health or ********* (our payment plan partner), be paid in full or have a pending financial assistance application on file. For the date of service with a balance in collections of $1,787.94 (9/24/21) there were actually a total of 5 statements sent to the address on file. I have verified they were sent to the same address as provided in this email. The statements were sent on 11/14/21,12/14/21,1/13/22,2/13/22, and 3/15/22. I am showing no patient payments were ever applied to this hospital balance. Please be advised, Prisma Health has several different billing entities. Physician billing, hospital billing, radiology, anesthesiology, pathology, etc are all separate billing departments. 
  
  Per the EOB received from **** an ER visit on 9/1/22, there is a patient responsibility due of $385.41. This includes a deductible of $69.27, a co-insurance of $141.14 and a co-pay of $175.00.  There have been statements sent on 9/21/22, 10/21/22,11/20/22 and 12/20/22 (the final notice statement). This account is not currently in collections, but please be advised that it is eligible to roll over to our collection agency after the due date of 1/20/2023, if there are no arrangements made for the balance. 

  Customer Answer

  Date: 01/03/2023

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

  I initially was billed and paid over $1000 when I arrived home from the hospital. It wasn’t until six months later that I was sent an additional bill of over $1700. They waited half a year to tell me I owed an additional $1700. I feel this is ridiculous, especially considering I was under the impression I was paid it full with the first payment. A prisma employee called me and said I would be set up on payments combined for all of their services, to which I never received a bill. Another person called me at a later date saying they couldn’t combine the bills and had no record of me ever talking to anyone. 

  Business Response

  Date: 01/05/2023

  
  We apologize that the patient was under the impression the bill was paid in full with the initial $1,000.00 payment. The patient is notified via email (*********@yahoo.com) plus receives paper statements in the mail anytime a new balance is due. I am not showing any payments ever made by the patient for the hospital balance from the surgery on 9/24/21. The patient first started receiving statements for this balance of $1,787.94 on 11/14/21 (via Email and paper statements). Anytime a patient has surgery, there will be several different bills sent. Anesthesiology, Radiology, Physician, and the Hospital all bill separately. 
  
  As a one-time customer courtesy, I have posted an adjustment of $200.00 on the $1,787.94 balance due. The new balance on the account is $1,587.94. The account did age to collections appropriately, so we are unable to pull it back. The patient can contact the outsource group at 888-******** and they will be able to discuss payment arrangements. As long as the patient sets up a payment plan with the agency, the account will remain in good standing with them and they will not credit report. 
  

  Customer Answer

  Date: 01/11/2023

  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. 
  
  
  Regards,
  
  
  
  Adam E****

   

  I appreciate the discount. However I paid over $1000 dollars to various places associated with my surgery after I got home from the hospital, on top of what I paid while in the hospital. Then I got a bill for over $1700 six months later, I never received any bill prior to that. My issue is also I have been contacted by several people regarding to payment plans that I haven’t received, with the second one denying any record of anyone ever contacting me the first time, which made me afraid maybe it was a scam to get my personal information. Also I was told I could combine all the bills to one, then told by someone else that I couldn’t., which feels like I’m talking to so many people, and don’t know what is right. Is there not someone there that can be assigned to this and talk to me personally to handle this since it’s gotten so out of hand? 

  Business Response

  Date: 01/23/2023

  We will have someone from the billing department contact the patient to discuss the accounts.

• Initial Complaint

  Date:12/19/2022

  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.

  Around March 2022, I underwent a Magnetic Resonance Imaging (MRI) at Greenville Memorial Hospital (Prisma Health). According to the billing statement, my insurance paid their portion in the month of April 2022 and I received the portion of the bill that my insurance did not pay around the end of April 2022 in the amount of $968.14. I sent in payments of $100.00 for the next five months via checks. After I sent in my last payment in September 2022, the billing stopped coming in the mail for this particular visit. During this time, I was receiving a few other bills from Prisma Health and Anmed that I was also making payments on. When the billing stopped, I owed $468.00. The other day, I received a letter from ***** Collection Service, inc. dated December 5, 2022 stating that they are trying to collect on this $468.00 debt.
  
  I would like to know why Prisma Health sent my account to a collections agency when I was making payments on this and other medical bills? The other bills were recently paid off and I have records showing that I was making payments up to the time the billing stopped.
  
  Below is the information that you may need to investigate.
  
  Patient Name: ****** ***** Guarantor #: ********* Statement Date: 04/12/2022
  
  There is a reference number and a account number on the letter from ***** Collection Service, inc.
  Reference #: ******** Prisma Health Account #: ************ 
  I herby give the BBB permission to speak to Prisma Health or ***** Collection Service, inc. to obtain any information needed to resolve this issue. ****** *****

  Business Response

  Date: 12/19/2022

  At Prisma Health, if a formal payment plan with set payments isn't set up, the account will roll to collections after the 120 day statement cycle. While we do appreciate the payments made on this account, they were not sufficient to keep the account from going to bad debt. In order to keep the account in good standing, the patient would need to set up either an in-house payment plan or a payment plan with ********* (our payment plan partner), have a pending financial assistance application on file, or be paid in full. As stated, I do show that there were payments made on this account monthly, through September. I have pulled this account back from collections. The patient should contact our customer service department at 864-******** to discuss the payment plan options available, to prevent the account from going back to collections.

  Customer Answer

  Date: 12/20/2022

  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:11/30/2022

  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.

  Hours have been spent on the phone to retrieve a copy of a bill for my partner ****** ***** *******. Prisma's billing services are terrible. I can't tell you the number of people we've talked to only to be told "Oh that's handled by another area" or "We can't locate Mr. ******* in our system." We've been hung up on and disconnected. The billing department for anesthesia is in the Philippines and of no help - we ended up with the same individual 4 times and spent HOURS on the phone asking to speak to a supervisor. Bottom line, you get nowhere with they're billing departments.

  Business Response

  Date: 12/01/2022

  Prisma Health has multiple billing entities that are separate from each other. If a patient calls a certain department with billing questions, that department should provide the patient with the correct billing department contact information and offer to transfer the patient. Physician Billing, Hospital Billing, Anesthesia, Radiology, etc. are each handled by different billing departments. 

• Initial Complaint

  Date:11/21/2022

  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 had a stroke in January ever since then I've been mistreated misdiagnosed and wrong medication given correct medication not given.. the incompetence has never stopped they told me I need a thiamine B1 it came back I was diabetic they did it again it came back I was not diabetic in the confusion somebody told me I was diabetic and I tried to call they would not reply would not reply now they have prohibited me from seeking any medical care under Prisma health the neurologist has prescribed repathe.. which I could not get because the FDA did not approve it for my condition it is a very serious and very volatile drug... they're not doing the paperwork they're ignoring me all together and now Prisma health has prohibited me from seeking any medical care from any of their agencies affiliates etc..... they gave me four bad heart monitors from ****** flex monitors and they say that's okay you got four bad ones because you got the data you needed..... ****** offers no solution.. due to my persistent calling I was yelled at I was screamed at they slammed the phone down in my ear then lied about it they have light and lied right along even ******** rehab center lied to get me thrown out of the rehab ******* saying I was better health than what I was..... Prisma health is no stinking good they blame me for the heart monitor failure they blame me for everything they have refused to return any calls on any complaints from the beginning refuse to answer any questions....
  they are a horrific health organization.. they prescribed four bad heart monitors and it's my fault they have irate female woke hysterical and it's my fault the administration refuses to return calls that's my fault I even called their philanthropic and it's my fault they lied said I was totally abusive yeah at times I was abusive but it's your fault where's my health is a very bad organization

  Customer Answer

  Date: 11/21/2022

  Prisma health is a 501c3 therefore a public organization because they receive public funds public charities... they have given me horrific service they have never replied to the charges they have never established a hearing never established even and investigation.... they have only blamed me for everything they do wrong.... they have yelled and screamed at me a couple times they have slammed the phone down on me a couple times.... they gave me four defective heart monitors in a row and would not establish an investigation..... I want an investigation of all these things fairly I want input to all these information investigations which I was denied I was denied any input to any of this...... I demand the proper investigation.... I demand that they're no trespass or to be removed because they are 501c3 public you cannot trust pass an individual from public unless they create a crime..... I record all my calls most of the evidence you have perpetrated in your mailing is false but it doesn't matter to you you got a whole lot of crazy hysterical women..... I want this run straight I want it resolved... I thought very seriously that I will use Prisma anything because I do not want to die....

  Business Response

  Date: 11/21/2022

  Mr. ****** ******** accounts are being reviewed by Senior Leadership. Someone from leadership will be in contact with this patient. 

  Customer Answer

  Date: 11/30/2022

  nobody has called me

  
  

  nobody has been in contact with me

  
  

  long ago as I said the girl passed patient advocate ******* bought the horse manure that *** **** gave them

  
  

  I tried to explain the truth and what totally happened

  
  

  but the girl snatched the phone out of her hand and started yelling and screaming at me

  
  

  they have since put out an order that I'm not to communicate with them and they are not to communicate with me?

  
  

  but they keep sending me their marketing crap and I'm waiting I'm waiting for them to start sending me their bill they're not going to get anything from me..

• Initial Complaint

  Date:10/27/2022

  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.

  Date of Service: May 18, 2022
  I arrived around 3:30pm, to emergency department on a voluntary basis and asked to be released Against Medical Advice. I did not talk with a doctor. I did not receive treatment of any kind except to wait in the hall. After an hour of standing in the hall, I was led to a chair in a waiting area on the unit floor and told they were processing the paperwork. Two hours later, around 5:30 pm, a registrar approached me and requested me to sign my name for treatment consent. I told her that I had refused to receive services and had asked to leave AMA. Around 6:00pm, I was "released" from the hospital having received NO TREATMENT SERVICES of any kind.
  
  I received no billing statements. I received several robo calls and was told to call back about the bill. Each time I called back, because I had no reference number, the people who took my calls told me that I was not in the system and was unsure as to why I had been called. They would tell me they would tell their supervisor of the robo call. This happened about 4 times.
  
  On Tuesday, October 25, 2022, I received a letter from Collections wanting to collect a debt for PRISMA HEALTH in the amount of $1,133. Somehow, there was a credit toward the debt for $396.55. Thus, I now owe $736.45. This is the first that I have I learned that I am being billed for services not received on 5/18/22.
  
  I have tried calling the 24 hour billing line and told that the account number entered: #************ cannot be found and the office is closed so I can't talk to a "person". I have tried to pay the bill online as a guest and account cannot be paid. I have tried to access the MyChart program which should show the services received and I get a message that the account does not exist.
  
  Resolution I am looking for is to understand a billing statement never received either via mail or MyChart Services, which was sent to Collections and to discover ways to work through this with a financial hardship.

  Business Response

  Date: 10/31/2022

  Reviewed the patient's chart and showed that a medical screening exam was done in triage. Any time there is a medical screening exam done, there is an ER fee, even if the patient leaves AMA. I have sent this account to our revenue integrity department to make sure that the correct ED Fee Level was chosen. The balance of $736.45 has been pulled back from collections and this account is currently on hold pending the processing of the patient's financial assistance application. The patient does have a balance in collections with ********** ******* Group, which handles physician billing. The hospital and physicians bill separately, so I cannot speak on the balance with ********** ******* Group. ********** ******* Group can be reached at 864-********.

  Customer Answer

  Date: 10/31/2022

  
  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:10/17/2022

  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 received a bill from the ER balance of $616.87
  I contacted billing i spoke with Lauren , I explain to Ms Lauren that I can’t pay that all at once Ms Lauran stated she understands not to worry they have a payment plan which I can apply for once my Last bill is in, I agreed to pay $30 a month which I have been faithfully doing until I received another phone call with a person that wasn’t as thoughtful as Ms Lauran that if I don’t pay in-full it will go to a collection company, I wrote prisma Helth and told the billing I was confuse, we have an agreement why would they send my name a bill to a collection company when I’m paying faithfully even Dubbing my payment some month when I have extra, I’m so stressed now I don’t make a lot of money but is willing to pay my bills I’m 61 years old with high blood pressure, it’s very stressful to find Prisma billing is willing to go against everything it say it stand for compassion! My bill is down to 586 and I’m still paying Prisma but received this State collection service bill. Im loss for words.

  Business Response

  Date: 10/26/2022

  Called and spoke with patient. After reviewing the account, appears there was a misunderstanding regarding the ********* referral. Pulled account back from collections and referred account to ********* so that patient can set up payment plan.