Complaints

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:11/10/2024

  Type:Service or Repair 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 an online doctor's appointment, and my doctor prescribed me antidepressants. I took them for a few weeks and they seemed to be working. He scheduled a follow-up appointment online, and I told him that they were working. Then, my prescription ran out and he did not prescribe me a refill, and I have been unable to get my prescription refilled since then! I tried putting in a refill request on MyChart, I tried contacting my doctor on MyChart, and I got no response from ANYONE. So, I had to abruptly stop my antidepressants. I have been having numerous emotional and physical issues since I stopped taking them. I am very unhappy with the fact that I could not get in touch with any doctor to get a refill and that there was a total disregard for the physical and emotional retributions from stopping antidepressants so abruptly.

  

  Business Response

  Date: 11/12/2024

  Carilion Clinic has received your letter dated November 11, 2024,
  regarding a consumer complaint filed relating to health care services. As the
  letter you provided to us may require review of protected health information,
  Carilion cannot release such information without an authorization. As such,
  Carilion has reached out directly to the individual to review and address any
  concerns.Sincerely,The Office of Patient Advocacy Carilion Clinic

• Initial Complaint

  Date:09/06/2024

  Type:Service or Repair 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.

  Appointment cancelled by Carilion. On Friday September 6th I was informed that my PET/CT scan for Monday the 9th had been cancelled. My complaint is that this was not enough notice considering the circumstances. The reason given was that they did not have insurance authorization. I have **** ********** ****** and Medicare A&B. I was able to obtain authorization within hours. This was not soon enough for Carilion and I was told that the 17th was the next available appointment. I not only had a day off scheduled for this appointment on the 9th, which I will be sitting at home for unpaid, but also had purchased train tickets and made lodging reservations out of State for August 16th.

  

  Business Response

  Date: 09/09/2024

  Carilion Clinic
  has received your letter dated September 6, 2024, regarding a consumer complaint
  filed relating to health care services. As the letter you provided to us may
  require review of protected health information, Carilion cannot release such
  information without an authorization. As such, Carilion has reached out
  directly to the individual to review and address any concerns.Sincerely, The Office of Patient Advocacy Carilion Clinic

• Initial Complaint

  Date:02/04/2024

  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.

  My bank account was frozen a couple of years ago for bills for my kids over 20 years ago. When I called the bill pay to figure it out I advised them my kids had Medicaid at that time. They said to late you have to pay. I’ve been paying 100 a month for years now. When that dept was paid off they continue to add debt over 20 years old to my bill. I called and did not agree to pay that dept and was told my account would be frozen again. These bills are way too old and no one can send me any bills showing what the bills are for!!!

  

  Business Response

  Date: 02/05/2024

  Carilion Clinic
  has received your letter dated February 4, 2024, regarding a consumer complaint
  filed relating to billing.  As the letter
  you provided to us may require review of protected health information, Carilion
  cannot release such information without an authorization.  As such, Carilion has reached out directly to
  the individual to review and address any concerns. Sincerely, The Office of Patient Advocacy Carilion Clinic

• Initial Complaint

  Date:12/01/2023

  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.

  Visited a carilion endocrinologist on 10/10/23. They provided the normal services- and paid my co-pay upfront. The doctor required me to connect my CGM device to their office. This is usually a part of the normal doctor visit fees lumped into the charges my co-pay would cover. Normally it's disclosed as a one-time transaction of downloading my blood sugar graphs. However, this time it was not disclosed upfront that it would be a continual tracking of my blood sugar that would cost me $94.00. When the bill came on t10/25/23, I was surprised at the large charge, even after insurance adjustments. In the itemized bill it was listed as, "GLUCOSE MONITOR, 72 HOUR, PHYS INTERP". I feel this is against the No Surprise Act, I was not protected from knowingly receiving this bill. I had no autonomy to accept or deny this service, and therefore it's charge. Especially since it was a non-emergency service from out-of-network providers at an in-network facility.

  

  Business Response

  Date: 12/04/2023

  Carilion Clinic
  has received your letter dated December 1, 2023, regarding a consumer complaint
  filed relating to billing.  As the letter
  you provided to us may require review of protected health information, Carilion
  cannot release such information without an authorization.  As such, Carilion has reached out directly to
  the individual to review and address any concerns.Sincerely,The Office of Patient Advocacy Carilion Clinic

  Customer Answer

  Date: 12/04/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  **** *****

• Initial Complaint

  Date:10/10/2023

  Type:Customer Service 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 have been a patient with Westlake Carilion Clinic, Hardy, VA for more than 20 years. During these years I have had a yearly physical covered by private insurance and now, additionally Medicare. My last yearly physical was Feb 2023 and will get my next in Feb 2024 [when their new calendar is available]. Every doctor for 20+ years renewed all my prescriptions - cholesterol and thyroid meds - for the next 12 months Every doctor, every year the same circumstances. This year I found, when contacted by my prescription plan, the RXs were renewed for only 6 months, and now the clinic demands I make an extra appointment [I have had no medical problem to warrant such a visit] - blood pressure is normal, cholesterol is the same higher end as it has been since I was 30 years old - I am now 74 and will not have access to these RXs for at least 3 months because of their extortive behavior.
  This medical clinic is now holding my meds hostage to force me into an unnecessary appointment - I will schedule my yearly appointment when their 2024 calendar finally becomes available. This behavior is both unprofessional and unconscionable for any doctor or clinic to force me into an unnecessary visit to have my prescribed meds renewed. I have NEVER experienced such outright lack of medical care in all my years. I want my prescriptions renewed without their need to drum up patients or office visits, or without any medical necessity for an office visit.

  

  Business Response

  Date: 10/11/2023

  Carilion Clinic
  has received your letter dated October 10, 2023, regarding a consumer complaint
  filed. As the letter you provided to us may require review of protected health
  information, Carilion cannot release such information without an authorization.
   As such, Carilion has reached out
  directly to the individual to review and address any concerns.Sincerely,*** ***, RN, BSN, MBA, CPHRMSystem Senior Director, Clinical Risk Management and Patient
  AdvocacyCarilion Clinic

  Customer Answer

  Date: 10/11/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***** ** ******

• Initial Complaint

  Date:09/13/2023

  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 am the executor of the estate of ***** *** ******* (BD *********) who passed away at Carilion Hospital May 27, 2021 of Metastatic bladder cancer. The cause of death was provided by Carilion, and is listed on the death certificate. I have been trying for over 2 years to get the date of diagnosis and the pathology report in order to complete an insurance claim with *****.
  Having no luck with the pathology department or any of the physicians, I reached out to the patient t advocates office. Over the last several months, I have left several phone messages, and sent an email. I have not gotten any response at all. I am at a loss as to why they are unwilling to help me with this request. I would appreciate any assistance you can provide. Thank you.

  

  Business Response

  Date: 09/19/2023

  Carilion Clinic
  has received your letter dated September 13, 2023, regarding a consumer
  complaint filed. As the letter you provided to us may require review of
  protected health information, Carilion cannot release such information without
  an authorization.  As such, Carilion has
  reached out directly to the individual to review and address any concerns.Sincerely,*** ***, RN, BSN, MBA, CPHRMSystem Senior Director, Clinical Risk Management and Patient
  AdvocacyCarilion Clinic

  Customer Answer

  Date: 09/19/2023

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  I have asked for a pathology report from 4/15/2021…this report was requested by ***** to complete my insurance claim. So far, Carilion has failed to produce this document. They do not have to provide the document to you. Carilion can provide the document to me, and then notify you that they have honored my request.  
  
  Regards,
  
  ******* *******

  

  Business Response

  Date: 10/24/2023

  The document needed has been provided to her.

• Initial Complaint

  Date:09/12/2023

  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 04/03/2023 I was seen at a Carilion Clinic facility in **************, Va. by ***** ****. Carilion Bill Pay sent a bill for $177.78 for this service. I have a health plan reimbursement account and found the only claim submitted (#*************) for this time and date, I used the "reimburse the provider option" and paid the bill through my plan. I have a receipt from anthem that this was paid. I received notice from Carilion bill pay that the amount has not been paid. On the claim form the provider was listed as Dr. *********** ******, who practices at the "**********" Carilion Clinic. I never saw Dr. ****** , only ***** ****, at the "**************" clinic. The visit number on the Carilion bill pay invoice is **********. I have had contact with Carilion bill pay and they said the bill has not been paid, I submitted the information above to them via fax as instructed. I was told by the Carilion bill pay person they could not look up that information to see if Dr. ****** was incorrectly sent payment, I am lost on how to proceed because they have refused to contact me after I faxed the information to them and they turned it over to a collection agency. There is no way I could have been seen by both doctors, on the same date, and at the same time. Perhaps my health care company paid the wrong office, if so there should be a record of an over payment at Dr.****** office. Carilion bill pay has been very rude and non helpful in resolving this. Can you help find some answers?

  

  Business Response

  Date: 09/14/2023

  Carilion Clinic
  has received your letter dated September 12, 2023, regarding a consumer
  complaint filed relating to billing.  As
  the letter you provided to us may require review of protected health
  information, Carilion cannot release such information without an authorization.
   As such, Carilion has reached out
  directly to the individual to review and address any concerns.Sincerely,*** ***, RN, BSN, MBA, CPHRMSystem Senior Director, Clinical Risk Management and Patient
  AdvocacyCarilion Clinic

• Initial Complaint

  Date:08/01/2023

  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.

  Had a doctor appointment on May 31st 2022 at Carilion ***** ** **. I paid 40.00 co-pay. Got a bill 6 weeks later for 74.03 which I assumed was the balance due after insurance. Today I decided to go on the "Mychart" to make an appointment with my doctor since it has been over a year, that's when I see a bill on there for $171.00 stating I owed this money for the appointment I had 14 months back stating how our insurance never paid it. This bill had not been on there at all as I had made appointments, checked refills, etc and ended cancelling appts/sending messages etc. Nothing was on there until I went on today. I do not have this insurance company any longer but called them asking if they could pull up all records which they had no issue doing for me. That is when we were told that Carilion had JUST sent them a claim on July 6th of this year. The insurance company told them that they were way past the time allowed for submitting a claim. The messages that I have received in emails with a ******** regarding this have been ridiculous at best. One of the foolish things stated being "Oh, we used that $40.00 co-pay on May 31st towards your July appointment you had that year" ?!! Mind you, an appointment I had not made yet, and the $40.00 was actually paid at the doctor's office I had an appt with on May 31st..If Carilion had done their job, the insurance would have most likely paid most or all of the bill. They didn't even subtract the 40.00 I had already paid wanting the full $171.00. Carilion, spare me the response of "Oh, please contact us" baloney... Been there before, done that before, and you do not answer the phone nor make anything right. I can afford to pay a bill as Carilion can see in past payments, so this is about principle people and I have no issues taking this to court. I refuse to pay this and want it corrected.

  

  Business Response

  Date: 08/08/2023

  Please be advised that we have received your BBB Complaint and have taken a look into your concerns.  As a result, we have had your account reviewed again and the decision has been made to refund your payment of $171.00 and the balance of the account has been adjusted.  If you have any additional questions, do not hesitate to reach out and contact our Billing Customer Service Department.  We apologize for the inconvenience this may have caused you.Sincerely,Billing Customer Service###-###-####

  Customer Answer

  Date: 08/09/2023

  Better Business Bureau:
  
  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  I have not been credited the $171.00 to my bank account. On "MyChart" it actually states that it has not been applied to my balance. Once I see the credit of $171.00, I will accept their response
  
  Regards,
  
  ****** *****

  Customer Answer

  Date: 08/15/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. Regarding Complaint ID: ********. It has been resolved. Carilion has refunded my money. Sincerely ****** *****Sent from ****** ***** ************************

• Initial Complaint

  Date:04/03/2023

  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 have been in an exchange of Dr's for a little over 2 years. The Dr's fill out fmla and cover the paperwork my job requires. I drove 2 hours to take the paperwork to be shuffled around. Then a lady contacts me and tells me that the dr would not fill out the paperwork. This is a Dr I have never seen, so of course he wouldn't. After a disgruntled conversation I was called back by someone else and told that a Dr would be in the next day to fill out the paperwork and assured me it would be turned in. Today I received a letter from my employer that the paperwork was never returned. Now I am at another days loss of pay to get more paperwork and drive it up there. The lack of consideration for my health and my job is very unprofessional. I haven't decided my next course of action as I am required to have treatment in the hospital regularly to maintain a quality of life. I can see why the staff turn over is so high, but negligence for my health.. Many times and now to protect my job is unacceptable. You can take the time for 10 min of paperwork but I'm suppose to trust you to do a colonospy. Terrible service from your gastrointestinal department.

  

  Business Response

  Date: 04/11/2023

  Carilion Clinic has received your letter dated April 4, 2023,
  regarding a consumer complaint filed relating to health care services and FMLA
  paperwork.  As the letter you provided to
  us may require review of protected health information, Carilion cannot release
  such information without an authorization.  As such, Carilion has reached out directly to
  the individual to review and address any concerns.Sincerely,*** ***, RN, BSN, MBA, CPHRMSystem Senior Director, Clinical Risk Management and Patient
  AdvocacyCarilion Clinic

• Initial Complaint

  Date:01/10/2023

  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.

  Multiple problems on multiple occasions with Carilion occurring from recent up to 2 years ago.
  
  I have always had **** ********** ****** ********* through my employer.
  They paid for a surgery I had a couple years back. Carilion is now sending me bills that have been paid for in the past, explaining that insurance redacted my payment. Now my credit gets hit again over Carilion aggressively sending stuff to collections when I have insurance that pays them every time I go?? Carilion in general is out of control!!! It is time someone steps in before half of Virginia is filing bankruptcy.
  P.S. that’s my next step, along with moving to a new provider.

  

  Business Response

  Date: 01/11/2023

  Dear Mr. *****:We are sorry to hear that you've had multiple concerns.  Anytime you have a billing concern, it's most important that you contact our office, using the number listed on your statement, as soon as possible.  The account you've mentioned in your complaint was from October 2019.  You are correct that you had ****** **** insurance, which was filed for you.  However, ****** **** retracted the payment made on your behalf, in April 2021, because they had a question regarding other coverage you may have had and requested you contact them regarding Coordination of Benefits.  Our insurance billing department also reached out to you requesting you update your Coordination of Benefits with your insurance.   As a result of no further action, the account balance is now patient responsibility and a final notice was mailed to you in November 2022.  Your account was moved to a collection agency in December 2022.   At this time, you will need to work with the collection agency on a repayment plan.Again, in the future, if you have concerns about your account, it's very important to reach out to us and discuss your concerns, so we are able to work together on a resolution for you. Thank you,Carilion Billing Customer Service

  Customer Answer

  Date: 01/12/2023

  I called you multiple times. spent hours on the phone with you and insurance company. now you have a family filing bankruptcy because you failed to get your payment from the insurance company. you have many people at your disposal in accounting and billing, don’t pay this on one person. Carilion is a scam and you know it!
  
  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  ****** *****