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:07/24/2025

  Type:Service or Repair 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.

  On March 11, 2025, I paid $909.00 for an MRI at Northside Hospital Gwinnett. Insurance determined (EOB) that I did not owe any amount. I have been trying unsuccessfully to get a refund from Northside since 3/17/2025. Every time I call, I'm told a different $ amount is pending from insurance or in some cases, underpaid. They billed me (a year later) for services received in March of 2024, again, I can't receive an itemized bill or resolution.Northside said they won't refund my money until everything is resolved. Eight days ago, I was assured that a refund was imminent. I called this morning as a follow up and was told that insurance owes $536. I believe this is from a recent visit that insurance has not yet paid. In short, Northside seems to be holding my refund and chipping away at it slowly with additional doctor's visits while also billing me. The attached timeline, EOB and bills will help explain the situation.

  Business Response

  Date: 07/28/2025

  Good afternoon,

  I have completed the review of your concern, along with the related accounts and documents received from your insurance, to assess whether we can proceed with a refund at this moment. According to our refunds department leader, we generally cannot issue a refund while there is an outstanding balance with the insurance. However, at this time, we have processed a partial refund of $677.77 (this amount has been credited back to the credit card on file ending in *0559), with $231.23 applied to settle the account balance for account *********** (please find the billing statement and receipt of the refund attached). Should you require any further assistance at this time, please do not hesitate to let me know.
  

  Thank you,
  Tyshaya ***** El-****
  Revenue Cycle Coordinator
  Customer Service
  **************** | 1ST  Floor | ******* | ** | 30318
  Office:  ************ Fax: ************
  ***********************************************************************
  Out of Office: 

  Customer Answer

  Date: 07/29/2025

   
  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.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:07/09/2025

  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 submitting this complaint regarding a billing issue between Northside Hospital and my insurance company that has been ongoing for over a year since my surgery on July 2, 2024. Prior to the surgery, Northside required that I pay at least half of my remaining out-of-pocket (OOP) maximum. I complied and paid half up front, and placed the remaining balance on a 12-month payment plan. In total, I paid $1,682.14 to Northside Hospital (this includes the initial payment and a few payments toward the plan before I canceled it upon realizing an overpayment had occurred).According to the Explanation of Benefits (EOB) from my insurance company, I only owed $1,154.53 to the hospital. This means I overpaid Northside Hospital by $527.61. However, Northside refuses to refund me the overpayment, stating that my insurance company still owes them $2,884.65. On the other hand, my insurance company claims they have paid the hospital in full and that no balance is outstanding.Over the past year, my husband and I have spent a considerable amount of time and effort trying to resolve this issue. We've made numerous calls to both Northside Hospital and my insurance company, including multiple conference calls involving both parties. Each time, there is no resolution. Both sides say they will escalate the issue and get back to us, but we never receive follow-up. This ongoing lack of communication and accountability has been incredibly frustrating and has left us without the refund we are owed. We are requesting assistance in resolving this dispute and recovering our overpaid amount.

  Business Response

  Date: 07/14/2025

  Good morning,

  We have processed your refund totaling $527.85 through a check. Kindly allow 7 to 10 days for the refund check to be generated and dispatched to the address we have on record. Should you not receive the refund check within 2 weeks of this notification, please reach out to me directly using the contact information provided below. Additionally, do not hesitate to inform me if you require any further assistance at this moment.

  
  Thank you,
  ******* ***** *************************** Coordinator
  ************
  ***********************************************************************
  
  

   

• Initial Complaint

  Date:06/28/2025

  Type:Order 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 visit my doctor regularly for an ongoing medical condition. Any bills sent to me either through mail or through their many patient portal apps are always paid in full and on time. I visit often for check *** and my account is always in good standing. I received a phone call from a debt collector, and being cautious due to scams I went to my online account to verify balance which was $0. As the calls continue to come in weekly I decided to call Northside billing directly, which they informed me that I had balances due dating back to 2016 (it's currently 2025). I am extremely confused as to why it took them nearly 10 years to send me to collections, and why I STILL never received a bill for these services. Due to what seems to be a MASSIVE clerical error, these charges need to be waived from my account. I only received a bill after I called them directly to figure out why I was being harassed by a debt collector when all of my accounts reflected being paid, and no one in the doctors office ever notified me of an outstanding balance after multiple revisits. The lady I spoke with at Northside was pleasant and just as confused as I was as to why no one contacted me regarding these charges via phone, or mail considering they had the most up to date information.

  Business Response

  Date: 07/07/2025

  Good afternoon,

  The billing statement from the Physician and the account number related to your visit is not managed by our business office, as we can only assist with facility-related issues (11-digit account numbers starting with A, C, D, F, or L). I have reached out to the Physician's billing team and shared your billing concern with them. I have been informed that the office coordinator will contact you directly to help you with this matter. Please inform me if I can provide any further assistance.

  Thank you,
  Tyshaya ***** El-****
  Revenue Cycle Coordinator
  Customer Service
  **********************************************************************************************
  Office:  ************ Fax:************

  Customer Answer

  Date: 07/14/2025

   
  Complaint: 23531768
  
  I am rejecting this response because: No one has contacted me to discuss the next steps on removing the charges on my account.
  
  Sincerely,
  
  **** ****

  Business Response

  Date: 07/15/2025

  Good morning,

  I have reached out to the leaders of the *************************** team concerning your response. I was informed that ****** ********-********* (***-Coordinator) has tried to get in touch with you but was unsuccessful. She mentioned that a message has been left for you to return her call at *************). Regrettably, I cannot provide further assistance regarding this ************************** account issue, as our ********************** does not have access to their account details. If you require help with any facility service billing, please feel free to contact me for support.

  
  Thank you,
  Tyshaya ***** El-****
  Revenue Cycle Coordinator
  Customer Service
  **********************************************************************************************
  Office:  ************ Fax:************
  ***********************************************************************
  

• Initial Complaint

  Date:06/25/2025

  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.

  ON 5/825 I DROVE MYSELF TO THE EMERGENCY ROOM FOR BACK PAINS RELATING TO AN AUTOIMMUNE DISORDER AND RELATED CAR ACCIDENT. MY WHOLE BODY WAS IN PAIN WHICH I EXPLAINED TO THE DOCTOR. ATTACHED IS A MEDICAL RECORD FROM THAT DATE WITH WRONG TREATMENT AND NO DIAGNOSIS ON WHY I CAME TO THE EMERGENCY ROOM. I STAYED OVERNIGHT UNTIL 5/9/25 AND REQUESTED MY MEDICAL RECORDS FOR STAY AND I RECIEVED THIS. I WILL UPLOAD TO LAWYERS

  Business Response

  Date: 07/01/2025

  Good afternoon,

  I have reviewed the account notes and documentation related to your visit (service date 5/8-5/9 account ************. Our assessment confirms that the diagnosis aligns with the physician's order on record.  I did not receive any attachments with your initial concern; if you wish to provide the additional information, I will forward the account to our audit team for further evaluation. To acquire a copy of your medical records, please submit a request to our medical records department at the following email address: ************************************** Please let me know if additional assistance is needed.

  Thank you,
  Tyshaya ***** El-****
  Operations Coordinator
  Commercial Reimbursement & Customer Service
  ***************************************************
  Office:  ************ Fax: ************

• Initial Complaint

  Date:05/22/2025

  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 had a procedure done by Northside on January 27, 2025. Before doing this procedure, I was told that I needed to pay $2000 before the date of my procedure because after my insurance pays, thats what I would owe, so I did. When I received my bill online, I realized I over paid, and was due a refund totaling over $600. When I called about this, I was told to wait for the bill to come in the mail and disregard what I saw online. When I received my bill in the mail, I called back about the refund. It was explained to me that I have multiple accounts and they needed to be merged; please note all business Ive had with Northside is solely concerning this procedure so I was unsure why I have multiple accounts in the first place. Months passed and I called back and was told they will issue it in the coming week. I didnt receive it so I called back, I was then told that they didnt bill me for services received on January 24th, 2025 (I had blood drawn couple days before the procedure) and they needed to bill my insurance before they can issue a refund, please note that were in May and its the first time Im hearing of this. Online it says my balance is $0 for Jan 24, 2025, anyway, they said theyll send it to my insurance. I called my insurance today to asked if they have received a bill from Northside and they called Northside on my behalf only to hear that they have to MERGE my coperate IDs before they can bill my insurance. Almost EVERY time I call, I am told something different. One rep told me shell have her supervisor call me and I havent received that call. Sometimes when I call I am told, they cant see where Im suppose to get a refund. Im so confused! Arent there notes on my account to indicate whats happening with it? If so, why am I getting several different responses? Every time someone says they are going to do something, when I call back it isnt done and something else comes up. My time at Northside Hospital was good but is overshadowed by billing.

  Business Response

  Date: 05/29/2025

  Good afternoon,

  I've reviewed your concern; the account and the associated documents received from the insurance. Per our records, the *** has been received, and the refund (in the amount of $520.97) has been issued back to the credit card used to secure payment at the time of service. I have attached the receipt for your review. Please let me know if there is any additional assistance needed.

  Thank you,
  Tyshaya ***** El-****
  Operations Coordinator
  Customer Service
  **********************************************************************************************
  Office:  ************ Fax: ************
  ***********************************************************************

• Initial Complaint

  Date:04/16/2025

  Type:Order 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 thought I was having a heart attack. I had never been in an ambulance or even thought about ambulatory services, until I thought I has having a heart attack. I had NO OTHER CHOICE but to call 911 if I wanted to live. I received the ambulatory bill, which was a separate bill from the hospital. I used over half of my savings to pay that bill, hoping my insurance would cover the majority of the cost of the hospital bill. Then, the bill came from the hospital - and after insurance my personal total came to an excess of *****+ dollars. I was flabbergasted. Non the less, I began to pay on it immediately, with what I could afford, $200 a month, and did so consecutively all the while trying to contact the billing department, online and on the phone, to see if I could get some kind of a payment plan. Online, Northside said I could set up a payment plan, but I was unable to do so. I attempted to CALL, EMAIL, TEXT with AI, numerous times over two -three months, only to receive one message in response to my email, advising me that I had to CALL. Each time I DID call, I was either placed on hold for 20+ resulting in me having to hang up so I would not loose my job. Often, I called and when completing the multiple prompts, and being told to hold for a representative, the call was dropped. FINALLY, today, after three months of trying, I managed to get a real person on the phone, and explained that I wanted to pay my bill, but I needed to set up a payment plan. I was offered only TWO options. 1. Pay $1000 down, and ****** a month, OR, pay $800 a month for 12 months. I asked, are there any other options???????? She said, NO. Silence. I advised that neither of those could possibly work for me. She said, "Ok", and then ... Silence. I ended the call. There is a special place in h*** for an institution, and those who work for it, to not work with a patient, who is willing and able to pay SOMETHING for a service.

  Business Response

  Date: 04/17/2025

  Good afternoon,

  I have examined your concern along with the documentation related to your account. Our ******************* handles payment plans and options. I have contacted the department leaders to ensure you receive information about payment plan alternatives that might suit you better. I have been informed that you have been able to connect with a representative today and have successfully arranged a more manageable payment plan. Should you require any further assistance, please do not hesitate to reach out.

  
  Thank you,
  Tyshaya ***** El-****
  Operations Coordinator
  Customer Service
  ***************************************************************************
  Office:  ************ Fax: ************
  ***********************************************************************

• Initial Complaint

  Date:04/15/2025

  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.

  Northside Hospital is trying to double charge a facility fee of $905 to me and to my ****************** I have paid the $905 and have a receipt to show for it. My insurance company shows that I do NOT owe another $905. Northside never turned in this second claim for the amount to my insurance company - there is no ***. When asked to submit they declined and continue to send me bills. They will not return my calls or emails. Every time I call and speak to someone they say "someone will have to get back to you" and no one ever calls me back. They've now turned the bill over to a collection agency.

  Business Response

  Date: 04/17/2025

  Good afternoon,

  I have examined your concern along with the relevant documents and account information, and I concur with your assessment.  I've had the account balance adjusted to eliminate all outstanding patient liability (these actions will close the collection activity). An updated billing statement showing a zero balance is attached for your records. We sincerely apologize for this billing error. If you require any further assistance, please feel free to contact me directly using the information below.

  
  Thank you,
  Tyshaya ***** El-****
  Operations Coordinator
  Customer Service
  **********************************************************************************************
  Office:  ************ Fax: ************
  ***********************************************************************

  Customer Answer

  Date: 04/17/2025

   
  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.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:04/08/2025

  Type:Service or Repair 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.

  12-4-24. I got my X-ray for my back to check for issues. I signed up for the 65 percent discount and to make payments since I was switching from military insurance to **********. I paid the flat rate and made a payment in January and was told by the Northside billing team that after that, I would no longer need to call since auto plan was on. Fast forward to today with a woman named *********, she called me and said I had a $607 remaining balance cause I havent paid yet I was signed up for auto pay. She was very rude, did not even try and listen to my confusion and was very ***** and not willing to even help with situation. We ended up going to pay the $159 to bypass the $607 but the experience was awful, as a military man who never complains this is one of the most unprofessional/confusing set up with billing. Its the fact when y'all made the mistake and now its my fault because someone didnt put auto pay? She didnt even engage to wanna understand I got lied to for the payments and told me that isnt an option for auto pay when it says so. She is terrible and does not need a customer service job if shes that rude and obnoxious. On going money issues is ridiculous and its even more heart-aching that people have to deal with the bills when its not their fault and someone who WORKS there messes up its all our faults. Do better please.

  Business Response

  Date: 04/14/2025

  Good afternoon Mr. *************** have examined your account along with the relevant documents concerning the secured payments and the signed agreement. According to the Financial Estimate Letter, in order to qualify for the 65% self-pay discount, the balance was required to be settled within 30 days of the service date (service date: 12/4, payment received: $79.92).  However, since we received a payment on 4/8, we will honor the discount provided at the time of service and adjust the remaining balance to zero. I have included an updated billing statement that shows the account's zero balance, along with the payment receipts and the financial estimate letter issued at the time of service. It has been confirmed that no refund is due for this account. Should you have any further questions or concerns regarding this account, please feel free to reach out to me directly.

  Thank you,
  Tyshaya ***** El-****
  Operations Coordinator
  Customer Service
  *********************************************************************************************
  Office:  ************ Fax: ************

  Customer Answer

  Date: 04/14/2025

   
  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.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:03/19/2025

  Type:Service or Repair 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.

  In February 2024, I was quoted for services that I was receiving at Northside. I spoke with Northside and was provided a quote of $1,000 for a routine *** that was outpatient. I asked if this included all services because if it was more, then I likely would receive the *** at a different location (I didn't have to get the service at Northside). They indicated it included all services but pricing would be dependent on my deductible/coinsurance which I understood. I proceeded with the service and later received a bill for double the amount. I inquired to Northside what happened and they said 'estimates can change'. I get that but they shouldn't double when nothing was impacted by my coinsurance/deductible. The issue was 2 *** codes were submitted. When I continued to push back, they indicated they only quoted one of the *** codes. How was I supposed to know that? I asked if it included all services. This was a routine ***, I did everything on the front end and assumed I'd get a bill between $800-$1200 but instead it was $2k. The bill later was removed for $0...and just one week before the 12 months expiration date on submitting claims, I got the bill again. The frustration is two fold - >1) the quote didn't include the total services even though it was known what I was receiving and NOTHING changed. The service was routine 2) the bill then was removed for 8 months so I thought it had been worked through. To receive a bill one year post service for a ROUTINE service is unacceptable. As a patient, I did everything I could - I knew my deductible/coinsurance, I talked to the office in advance and requested a quote, and based on that quote proceeded. To then get a bill with double the amount and a year later is unacceptable.

  Business Response

  Date: 03/25/2025

  Good afternoon **** ******,

  Following our phone conversation this afternoon, I have received and examined your billing issue. I have contacted the site that provided the estimate to clarify why the additional CPT code requested was not included in the estimate at the time of service. Once I receive their response, we will be able to decide on the appropriate next steps. If the site acknowledges that the omission of the additional CPT code was a mistake, I will request a service recovery to address the outstanding balance. I will reach out to you tomorrow afternoon to discuss any further information that may be available.

  Tyshaya ***** El-****
  Operations Coordinator
  Customer Service
  *********************************************************************************************
  Office:  ************ Fax: ************
  ***********************************************************************

  Customer Answer

  Date: 03/28/2025

   
  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. Its unfortunate this took a year to resolve but I appreciate Northside apologizing for this and resolving the invoice. 
  
  Sincerely,
  
  ********* ******

• Initial Complaint

  Date:03/09/2025

  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.

  On 2/28/25 I took my son ***** in for a wrist X-ray. We have insurance but when it was checked, we were advised by the admissions/financial *** that it did not look as if the X-ray would be covered. We were advised that we could either choose for them to go ahead and attempt to file the claim but that, if denied, we would be responsible for the entire bill of $674. Or, we could choose to be self pay and only pay the self pay amount of $168.70. I chose the later and paid the $168.70 and completed all of the paperwork that this would be all we owed other than a separate bill from the radiologist reading the X-ray (which I have already received and paid). Fast forward to 3/6/25 (six days later) and I receive an emailed bill that we owe $505.50 immediately (the difference between the full $674 and the $168.50 that I paid the day of service). This feels like trickery at best, borderline fraudulent billing practices at worst!

  Business Response

  Date: 03/12/2025

  Good morning,

  The account adjustment has been processed, and the balance now shows as zero. I have included the revised billing statement for your examination. Should you have any questions or need further assistance, please feel free to reach out.
  

  Thank you,
  Tyshaya ***** El-****
  Operations Coordinator
  Customer Service
  ***************************************************************************
  Office:  ************ Fax: ************
  ***********************************************************************