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Business Profile

Health and Wellness

Carilion Clinic
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 12 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:12/16/2022

    Type:Billing Issues
    Status:
    Answered
    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 by Carilion Billing and Service last Wednesday to make a down payment on my bill. The lady wouldn't take my money. I was turned over to ****** ******. She gave me, the wrong number to the collection agency. She didn't give me their address. This company should give their patients time to pay their bills, instead of doing things like this. I am filing a complaint with Patient Advocacy, and the adminstrator about this issue.

    Business Response

    Date: 12/19/2022

    Dear **** *******,We are sorry to hear of your experience, however, the agent at the payment window was correct in how she handled your situation.  You currently have accounts that have been sent to the collection agency of ************ **************.  We send 3 statements and a final notice on each account before the accounts are sent to collections if not paid in full within 30 days of the final notice.  Please reach out to ************ ** ************ and I'm sure they will be happy to take your payment.Thank you,Carilion Billing Customer Service

    Customer Answer

    Date: 12/19/2022

    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 saw this company's response to my complaint. I rejected it due to the following reasons. It lied to defend their agent. She gave me the wrong number to ***** ******. Their phone number is ###-###-####., not *******
    Regards,

    **** *******

  • Initial Complaint

    Date:12/13/2022

    Type:Customer Service Issues
    Status:
    Answered
    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.
    Between August and October I saw 3 specialists at Carilion Orthopedic.

    Why I was there. Overall general joint instability.

    I was on a fact finding mission and not directly seeking treatment.
    My children also have overall joint instability and it was recommended to take care of them I seek answers to my own first.

    1st. Dr. **** *******.
    This man is out of his depth. If you're not over the age of 60 and looking for surgery he has no clue what he is doing. He was dismissive and uneducated on all fronts. He had no interest in helping and even suggested I see another hip doctor because he didn't understand. Still billed $1000

    2nd. Dr. *. ******. This man is a saint and I cannot stress more that anyone who needs a hand doctor SHOULD go see him. He was patient, understanding, educated, and overall was interested in figuring out the root cause.

    3rd. Dr. *********** ****. This was easily the most offensive. He had a PA or someone training who I spent most of the time with. That individual was thorough, mindful, inquisitive and interested in exploring the issue. Dr. **** walks in says huh thats weird and spends his time on ********** showing me products instead of speaking of what may be happening.

    Overall I was billed between insurance and my portion over $2100 for practically no service.
    I plan on taking this information to my insurance company and inquiring if we can sue for lack of service actually provided.

    I'd like to understand how a doctor can justify $1000 for less than 30 minutes of their actual time.

    Business Response

    Date: 12/14/2022

    Carilion Clinic has received your letter dated December 13, 2022, regarding a consumer complaint filed relating to health care services and 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, CPHRM System Senior Director, Clinical Risk Management and Patient Advocacy Carilion Clinic

    Customer Answer

    Date: 12/16/2022

    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 signed the HIPPA waiver to have this reviewed. I will not accept Carilion handling my complaint internally. I will continue to decline the response until I feel the matter has been handled properly.

    Regards,

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

Carilion Clinic is BBB Accredited.

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