Complaints

• Initial Complaint

  10/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I visited the ER at Bon Secours St. Francis Eastside on 6/3/2024. I was diagnosed with appendicitis and told I would need emergency surgery. The surgeon was contacted. I was told the surgeon was at BS St. Francis Downtown, and he requested that I be transferred there. The nurse attending to me said that an ambulance would transport me at no cost. She assured me that when a doctor requests a transport within their system, the hospital pays for it. Once I started to view claims to my insurance company, I saw that MedTrust-the ambulance company-had billed my insurance and then billed me for $210.60. I immediately started trying to contact the ER at St. Francis Eastside and spoke with Cory, a manager, on 7/29/2024. He agreed that he and the staff had been informed by upper management that transfers within their system were paid by the hospital and the best way for me to have Bon Secours pay the balance to MedTrust would be to file a formal complaint through their patient relations department. On 7/29/2024 I called and left a message with BS Patient Relations. I was called back on 7/31/2024 by Karen C******* in Patient Relations and relayed the scenario to her. She said she was familiar with what I had been told and would send my complaint with a request for payment through the proper channels. I finally received a final response from Bon Secours on 10/15/2024 stating that they had conducted an investigation and have decided not to pay the $210.60 to MedTrust. Bon Secours admits fault of miscommunication in the letter. I had no choice but to go by ambulance or I would have had to sign paperwork stating that I was leaving against medical advice and risk my insurance not paying for my surgery. The hospital staff admitted the surgery could have been done where I was, but the surgeon wasn't willing to come to that location. I am simply asking that Bon Secours take responsibility and pay for the transfer that was requested by their doctor within their medical facilities.

  Business response

  10/28/2024

  Good morning,

  My apologies for the delay.  I have on record I responded through the BBB portal on 10/21/24.

  But if not, or it didn't go through,

  Here is the official response. "We have reached out to the patient, and we were able to have a discussion about the findings and the resolution of their concerns.

  Thank you, 

  Kenny M****

  Operations Support Analyst

   

  Customer response

  10/28/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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

  06/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In 10/22 I took both of my kids to AFC Urgent Care in Duncan, SC for a sick visit. Both kids have the same two insurances, Blue Cross Blue Shield (BCBS) and SC Medicaid. Both saw the same provider for the same issue at the same location. My daughter's claim was processed fine with no issues. However, with my son's, AFC never submitted the amended claim to Medicaid showing that BCBS had processed the initial claim and didn't pay anything (it went towards the deductible). Instead, AFC kept sending the initial claim to Medicaid showing it was unprocessed by BCBS, so Medicaid kept denying it. Once I got a bill for the visit, I made multiple calls to AFC billing, BCBS, and Medicaid to figure out the issue. Once Medicaid explained the issue to me, I passed that information on to AFC billing, always being told they would pass it on to the next level/supervisor. I kept getting bills in the mail, and kept calling AFC billing to explain the issue. At one point I even conferenced a three-way call with a Medicaid rep and AFC billing where the Medicaid rep plainly and clearly explained to the AFC billing rep what they needed and weren't getting from AFC. Medicaid rep told the AFC billing rep that the client (myself) should not be responsible for the payment since it was AFC billing's error. I was again told they would pass it on to a supervisor. (There should be records of my calls with BCBS, Medicaid, and AFC billing) Then I started being contacted by a Charrington Law Firm in Utah saying that AFC had submitted a nonpayment claim to their firm for this bill. I explained to them what all had happened previous to their involvement and what I had done to try to rectify the problem. I was told to complete a dispute form, which I submitted on their website. Today (6/25/24) I got a call from Charrington stating that none of that matters, AFC is uninterested in correcting the problem, and I am responsible for the entire payment ($264) or it will negatively impact my credit score.

  Business response

  07/17/2024

  Good Afternoon, 

  Thank your patience and understanding!

  We have reached out to the patient, and we were able to have a discussion about the findings and the resolution of their concerns

  Thank You! 

• Initial Complaint

  06/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The Insurance Company, ********* ***** **** paid my hospital bill and the hospital does not want to give me credit of it.

  Business response

  06/10/2024

  Good Afternoon, 

  We have reached out to the patient, and we were able to have a discussion about the findings and the resolution of their concerns.

  Thank You,

  Kenneth M****

  Operations Support Analyst

• Initial Complaint

  05/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I went to the hospital for a ******* ******** I thought I would get exceptional care by going to a ********* hospital. Boy, I was wrong. Not only was I treated like a burden by hospital staff, but I was treated like a criminal after I left and was handcuffed and taken by police to an inpatient psychiatric facility. However, my grievance isn't about what happened at the hospital; it's the bill. When I was at the hospital, I told them I needed financial assistance two times. I never received financial aid from the hospital or in the mail. After getting a final notice, I called them to get the form. Now, it's a battle for financial assistance. I sent all necessary documents and tax forms to show that I could not pay the minimum balance of $288. My question is that I have been spending every month but only $6. If I pay even a little bit, does that count so they can't send it collection? This situation has been so triggering for me, continuously reminding me of the event when I talk to the person on the phone. I'm taken back to that horrible day. It's an exhausting battle with my ******* ******** and the hospital.

  Business response

  05/16/2024

  Good afternoon, 

  I am writing to let you know that we have almost completed our investigation and have findings that we feel will be satisfactory to the patient in this case.

  We are continuing to validate a few items in our research and once completed and the patient is contacted, we can provide our response to the BBB.

  We are asking the BBB for an extension so that we can complete these items and assure we have what is needed to resolve the patients concerns.

  We greatly appreciate your understanding and your patience. 

  Respectfully, 

  Kenneth M****

  Business response

  05/22/2024

  Good Afternoon,

  We have reached out to the patient, and we were able to have a discussion about the findings and the resolution of their concerns.

   

  Thank You,

  Kenny M****

• Initial Complaint

  04/18/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was seen in the Bon Secours ED in Simpsonville on 2/13/2024. I had been having shortness of breath and intermittent high blood pressure. My GP called ahead and asked for a full cardiac workup. When I arrived at the ED, I was seen by the PA, ******* *******. He was arrogant and dismissive, did not do what my doctor had asked regarding the cardio workup. He ran a CBC, told me that I was hyper-focused on my blood pressure and to follow up with my GP. I was in and out of the ED in less than 2 hours. My problems persisted. The next day 2/14/2024, my doctor was both concerned and furious that he did not do what she had asked. She sent me to another ED with Prisma. They did the cardiac workup she asked for and found an abnormal EKG. After ordering a 48 hour ****** ******* and subsequent testing when finally receiving appropriate medical care at Prisma, I had open heart surgery on 3/1/2024. I called the patient relations department last week at Bon Secours. I left a message. No return call. I am not paying for this ED visit that was so negligent. I have considered legal action and will base this path on Bon Secour's follow-up to this. Had I just listened to this haphazard and uninformed medical advice, I would likely be dead or well on my way.

  Business response

  05/06/2024

  Good Morning,

  We appreciate your bringing this to our attention and appreciate your patience to this matter.  We do request from the BBB that we have an extension as this is being reviewed by our facility administrators in great detail and they are preparing the response to the patient in reference to their concerns. 

  Thank you for your understanding! 

  Business response

  05/10/2024

  Hello!

   

  We have completed our investigation and have determined our findings. 

  Response: "We have reached out to the patient, and we were able to have a discussion about the findings and the resolution of their concerns."

  Thanks,

  Kenny M****

• Initial Complaint

  04/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I was in the hospital for childbirth 7/16/2023. I had ****** health insurance at the time, and several weeks after my baby was born I switched my insurance to **** *****. The hospital billed and received payment from both insurances for physician services provided by Dr. Glenn F***** on 07/16/2023. There was no reason for **** ***** to be billed, as ****** was my only active insurance plan at the time of service. I have attached the EOBs from each insurance company. I paid my $60 copay under ****** as soon as I received the bill last year. Several months later, I received another bill from the hospital for a $90 copay under **** *****. When I inquired about it by phone, they acknowledged my prior $60 payment and revised the amount I owe to $30. I should not owe any money and did not pay the additional $30. After the phone call, I sent a written message to the billing department through their patient portal and attached both EOBs, but they refused to acknowledge the issue. I have also attached the screenshots of those messages here.

  Business response

  04/26/2024

  We have reached out to the patient, and we were able to have a discussion about the findings and the resolution of their concerns.

  Thank You,

  Kenneth M****

  Customer response

  05/01/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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

  03/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was seen by Dr. B******* in 2022 and received two medical bills one for $135.41 and one for $75. The $75 one got decreased to $40 after an insurance payment went through, however I did not know this until after I paid the $75. Both of these payments were made in March of 2023 and the screenshots of payment are provided in my proof. Shortly after paying, we were informed they changed billing companies and they claimed we did not make the payment and I still owed those amounts. I tried to speak with billing at the doctors office but they were rude, refused to investigate, and said I owed it because their system said so and refused to look at my proof. I sent a strongly worded reply with my proof saying I did not owe this. Come March 2024, I receive a letter letter from collections stating that I owe this money because Dr. B******* sent this to collections. Now this is hurting my credit on a debt I already paid and OVERPAID on!!!! I only found out I overpaid when I looked at the billing paperwork that collections sent. Now that I know I am owed $35, I would like a refund and I would like this doctors office to cancel debt collection and have the mark removed my credit report. I am willing to retract by honest reviews of how I was scammed by this medical provider if I am treated with respect and this matter is resolved.

  Business response

  03/29/2024

  Good afternoon, 

  We have tried multiple times to contact **** ******** regarding this BBB Complaint, without success. Please have him contact our customer service department at 1-888-538-3832 to discuss your concerns and our findings.

  Thank You, 
  
  

• Initial Complaint

  03/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  To Whom It May Concern: I am writing to file a complaint against Doctors Family Medicine, ***** ****** ***** *** ****** ** ****** particularly for services provided by the lab at that clinic as requested by Karla L. L****** ****. Ms. L***** saw me on 08/07/65 for my annual well-check/physical. She requested routine labwork for the following week (08/16/24) as part of my annual well-check/physical visit. Approximately three weeks later I received an Explanation of Benefits from **** ***** **** ******* my insurance company (attached), showing that I owed $111.82 to the provider. I found this extremely odd, as I had never had to pay for this type of routine labwork before. I contacted **** and they told me that the provider had entered the wrong code for the services they provided. Instead of entering the code for routine labwork, they entered the code for Vitamin D deficiency. It is to be noted that I have never had vitamin D deficiency, nor did I go see Ms. L***** for anything related to a vitamin D deficiency. **** said that this was an easy fix, that the provider needed to recode and resubmit the claim. I contacted the provider repeatedly for around two months both in writing (see attached email exchange with Ms. L****** and by phone. They acknowledged the mistake and assured me they would correct it. To my surprise, this past weekend (six months after my initial contact with them about their mistake), I received an invoice from Bonsecours for the $111.82. I immediately called **** to see if Doctors Family Medicine/Bonsecours had ever recoded and resubmitted the initial claim. They confirmed that they never did that. I hereby request your help having Doctors Family Medicine/Bonsecours correct their mistake, as they are clearly showing no interest in doing it. I am hoping that they do what they should have done from the very beginning and that we do not need to end up before a judge for this amount. I look forward to your reply. Sincerely, ****** ******

  Business response

  03/26/2024

  Good morning,

  We have reached out to the patient, and we were able to have a discussion about the findings and the resolution of their concerns.

  Thank You

  Customer response

  03/26/2024

  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 contacted **** ***** **** ****** on March 25 to check if they had received a resubmission of the claim and a correction to the mistake the provider made. They informed me that, in fact, the claim had been resubmitted, but the mistake had not been corrected. According to the information I received, they resubmission was identical to the first submission, indicating the wrong diagnosis of vitamin D deficiency, which is incorrect, as I explained in my complaint. Because of this **** ***** **** ****** rejected the resubmitted claim.

  
  

  I immediately called the provider and they called me back on the same day. The person I talked to identified herself as Lena and she said she is the manager at Doctor's Family Medicine in Greer, SC. She was very courteous. I gave them all the information I received from **** ***** **** ******* including the code *****) they need to use for the services provided. This code indicates that the visit was for a routine visit (annual well-check). They said that this code needs to be entered on the first line of the claim in order for **** ***** **** ****** to treat it as a routine diagnosis and not something else. Until they do that, nothing will change. They informed me that there was nothing in the system indicating that the provider had contacted them for information on how to properly resubmit the claim.

  
  

  Lena said she will resubmit all the paperwork again as per the information I gave her.

  
  

  Based on my conversation with Lena, it seems that they are working on trying to resolve the problem, but so far there is no resolution to it. I still have the same balance due to Bonsecours and a claim resubmitted incorrectly for the services they provided.

  
  

  Sincerely,

  
  

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

  
   
  Regards,
  
  ****** ******

  Business response

  04/22/2024

  We have reached out to the patient, and we were able to have a discussion about the findings and the resolution of their concerns”.

  Customer response

  05/10/2024

  Dear Ms. R*****:

  
  

  I wanted to let you know that today Lena, the manager at Bonsecours ******* ****** Medicine, called me to let me know that their last resubmission of the claim for the services provided to me on August 16, 2023 was accepted and my insurance company paid the full amount for those services. I was able to retrieve the Explanation of Benefits from my **** portal and I confirmed the information I received from Lena. **** paid the services in full, as they were all part of my annual physical. Lena was very proactive during the whole process and followed up with the lab and the billing department to make sure that the problem was fixed. She also kept me informed of the steps she took to try to resolve the issue.

  
  

  I thank you very much for your help in this matter.

  
  

  Sincerely,

  
  

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

• Initial Complaint

  03/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On Jan. 31, 2024 I was given a Good Faith Estimate by Bon Secours concerning an upcoming CT Coronary Calcium scan. The amount estimated was $99. It was known up front this was not covered by insurance. See Good Faith Estimate # ********. I paid the $99 on Jan. 31, 2024. On Feb. 1, 2024, I had the CT scan. Subsequently, I was billed $520. See account # ************ and guarantor #*********. I now owe $421 ($520 - $99). I have tried resolving this through the customer service department, but they forwarded me to another billing department who then forwarded me to, allegedly, the estimation department - at which point all I got was a busy signal. I also have submitted a complaint/question through the mychart web portal on Feb. 26, but have received no response. I want the bill updated to match the Good Faith Estimate. Good Faith Estimate and Patient Statement are attached.

  Business response

  03/18/2024

  Good afternoon,

  We have reached out to the patient, and we were able to have a discussion about the findings and the resolution of their concerns.

  Thank You!

  Customer response

  03/19/2024

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

• Initial Complaint

  02/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I went in for a screening colonoscopy to St. Francis Eastside on 12/21/22. The findings were normal and the doctor suggested I come back in 10 years. My insurance is with **** ***** **** ******, and a screening colonoscopy should have been covered 100%. I received the first bill in early 2023 stating I owed $448.68 which is an error. I've spoken with staff in the Bon Secours billing department and also at ******** ******** ********** about this error in billing. A representative with Bon Secours billing department informed me that the procedure was coded incorrectly and doesn't have a preventative code. This has been sent back through to my insurance company repeatedly with the wrong billing code. In addition, someone from the doctors office called me in late 2023 to inform me that this issue had been taken care of. I assumed it was because there was no balance due in Mychart. Unfortunately, I have now received another bill and letter stating my account is past due. I do not owe this money, and I can't seem to find anyone within Bon Secours billing that can resolve this issue.

  Business response

  03/05/2024

  Good afternoon - 

  We apologize for the delay, but we are requesting the BBB to grant us an extension to resolve this matter.  We have confirmed and we have resubmitted the correct information, but the claim is still not being processed correctly.  We will need to meet directly with the insurance payor to discuss what hurdles there may that's holding the claim from being processed appropriately but they cannot meet until next week. So again, we are requesting the BBB for an extension while we work for a resolution for this patient.   

  Business response

  03/12/2024

  Our team did reach out to the patient and had a discussion about their concerns and provided our findings our resolution. 

  Customer response

  03/19/2024

  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,
  
  **** ******

*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. ↩