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:06/13/2023

  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 10/28/2022 my husband was in a motorcycle accident, ambulance took him to northside hospital cherokee. After so many attempts from us to provide our insurance everytime they would say they have it, or they dont and we would give the information again and again. Our insurance communicated with them on 3 way call. They sent my husband to collections even though we attempted so many times to reaolve this issue Northside even said they would NOT send him to collections because they billing wasnt completed yet. They arent in network with our insurance but my husband is protected by no suprise act

  Business Response

  Date: 06/21/2023

  Good morning,

  Thank you for bringing this concern to my attention, I have sent your husbands account back to our insurance billing department for review as the primary insurance (Alliant) was billed on 10/28/2022 but there hasn't been any response or payment received.  The billing team will have to follow-up with the insurance company and once this has been completed our billing team will have the account adjusted to reflect the amounts shown on the *** received from each payer. Please allow 14 business days for the account to be reviewed by the insurance. You may follow-up with us regarding the status of the insurance processing at ************. Keep in mind that you may still receive statements while the insurance is processing on the account.

  Thank you,

  Tyshaya ***** El-****
  Operations Coordinator
  Commercial Reimbursement & Customer Service

• Initial Complaint

  Date:06/07/2023

  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.

  We have repeatedly called Northside billing and mailed supporting documents on a bill we continue to receive for *******. We have provided insurance statements we have received to support our position showing that the insurance had adjusted charges as DUPLICATES and as paid already - this put our PAID amount HIGHER than what Northside is reporting- they continue to refuse to update according to insurance records and send a corrected bill reflecting the ****** we actual owe. Its documented on the paperwork PER our insurance they are charging us for claims already processed and paid- its clearly stated on the insurance documents sent by the insurance company to us. All the adjustments made take our portion remaining down to ******. We have attempted multiple times to have this corrected and oddly NONE of the other adjustments made have had issues being applied - being threatened with collections is unacceptable with an unwilling person who continues to tell me to call my insurance when they arent the ones billing me.

  Business Response

  Date: 06/13/2023

  Good morning ****************,

  Thank you for providing the attachments for review, I'm sorry that this billing process has been difficult for you. The *** information that you've provided only reflects the claim that processed on 1/23/2023 claim #***************, you are missing the *** information for claim#***************.  Upon review of your account and the financial responsibility assigned to you; this been determined to be accurate (as confirmed with Humana on 6/12 call ref#*************). The original *** claim #*************** received on 7/19/2021 assigned to you a financial responsibility in the amount of: $2499.36 (co-insurance/deductible). We received another *** from the insurance on 8/10/2022 identifying a denial due to the time limit for filling (stating that it had expired), however we received a third *** from the insurance on 1/23/2023 reversing the timely filling denial determination but advising that there were parts of the service that were non-covered and therefore there was additional patient financial responsibility assigned to you by the insurance in the amount of: $328.76(co-insurance) leaving a total patient financial responsibility of: $2828.12 for dates of service 6/18-6/21/2021. You may want to reach out to Humana regarding the way the claim was processed under two separate claim numbers as I can see how this may be very confusing. If you have any additional questions or need assistance with payment options, please reach out to our office at ************ for assistance.

  Thank you,

  Tyshaya ***** El-****
  Operations Coordinator
  Commercial Reimbursement & Customer Service

  Customer Answer

  Date: 06/13/2023

   
  Complaint: 20158371
  
  I am rejecting this response because:
  Its part of the original claim dated 2021. They determined there were duplicate charges , made the adjustments and show that of the ********* Humana has adjusted and paid per their agreed upon allowed amount *********. Which leaves ******* of that ******* they pay ******* leaving us with 306.40
  You can send an itemized bill from your end as we have an itemized list from Humana and showing they adjusted due to duplicated charges. 
  this also doesnt match with our out of pocket maximum per humana which was met in the year these charges were incurred. Please send documentation from humana per your phone call with them. 

  Sincerely,
  
  ***************************

  Business Response

  Date: 06/21/2023

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

  I have attached both EOB documents received from Humana for the account in question, the patient financial responsibility has been confirmed with Humana on a 6/12 call (with reference number: *************). If you have additional questions regarding the billing on this account, please reach out to Humana using the call reference number provided as hopefully the account has been noted to reflect the information that has been provided to the facility. If you need any assistance with paying the remaining financial responsibility or would like assistance with setting up a payment arrangement, please give our office a call at ************.

  Thank you,

  Tyshaya ***** El-****
  Operations Coordinator
  Commercial Reimbursement & Customer Service

  Customer Answer

  Date: 06/21/2023

   
  Complaint: 20158371
  
  I am rejecting this response because:
  Im sorry but Humana isnt the issue/ 

  EVERY single adjustment made by Humana has been reflected on YOUR part and has been updated on YOUR billing which also has adjusted whats actually owed. Your last bill doesnt NOT show the adjustment made by Humana.  Thats on YOUR part - thats not Humana to adjust your end to reflect their adjustment- EVERY SINGLE bill and update on your end has reflected Humanas adjustment *************** one.  I have all from your end and Humanas end reflecting each adjustment *************** one. Please update the adjustment made by Humana to reflect on your bill
  And we are requesting an itemized bill by Northside Billing to show what the remaining amount charges are for. 

  Sincerely,
  
  ***************************

• Initial Complaint

  Date:06/06/2023

  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.

  I do not understand how Northside Hospital Billing can send out bills to patients without any reference to indicate the reason for the charges. I have never dealt with any business or entity that would think of sending out a bill without an indication of what is the nature of the charges. How can Northside Billing justify that they can be some special exception to the way all others do business. Last year I had charges that Northside Hospital Billing sent my account to a collection agency. It took me hours dealing with my insurance company, Northside Hospital Billing and the collection agency to try to find out why I was responsible for those monies. Again, why must I be responsible to make numerous phone calls to resolve a situation that should never have been an issue in the first place if Northside Billing did their billing like every other normal business. What about Seniors who are the most vulnerable and who do not question a bill that is addressed to them. I am concerned for them who probably just pay it. This is not right. We all know that medical billing to insurance companies is done with 'codes'. I can say that I have experienced 'wrong codes' sent to my insurance company. In fact, I need the billing code when dealing with any insurance questions. No way should Northside Billing keep an A rating if they continue with this billing practice. Thank you in advance for your consideration.

  Business Response

  Date: 06/09/2023

  Good morning ******************,

  Our statements are designed to only have the service details on the first statement not the subsequent ones.  This is mainly due to patients having several services at NSH and since these are printed every 21 days, we typically do not re-print the same level of detail.  I have attached the initial statements sent for both accounts A2314602699 & A2312903928 for your review along with the itemized billing statements for each account.  I have shared your concerns regarding our billing statements and the lack of information provided on the subsequent statements with our leadership team for review and consideration. If you have additional questions or would like to make a payment towards your account, please contact our office at ************ for assistance.

  Thank you,

  Tyshaya ***** El-****
  Operations Coordinator
  Commercial Reimbursement & Customer Service

  Customer Answer

  Date: 06/21/2023

   
  Complaint: 20152546
  
  I am rejecting this response because: please see attachment.
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 06/28/2023

  Good morning ******************,

  Thank you for providing the statement of your concerns, I have shared your complaint with my leadership for their review and consideration. In response to the additional questions outlined in your response, I have responded on the attached document (see comments in blue). Please do not hesitate to contact our office at ************ if assistance is needed in the future.

  ************************* El-****

  Operations Coordinator
  Commercial Reimbursement & Customer Service

  Customer Answer

  Date: 06/28/2023

   
  Complaint: 20152546
  
  I am rejecting this response because: I give up! I will never get resolution. Yes, the reply included that she has raised my concerns to management. Well, that is just another way of saying 'nothing will change'. Also, her response is "We don't send out the type of bill that I had originally requested in my complaint; our bills are generated by a 3rd party.

  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:05/31/2023

  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.

  Incorrect actual statement total. Account # ***********************************

  Business Response

  Date: 06/06/2023

  Good afternoon Mr. *******,

  Thank you for submitting your concern. In order to ensure that I address your concern properly, are you able to provide any additional details regarding why you feel the charges are incorrect for the accounts you have identified? Please let me know if there are specific charges that you'd like to dispute, and I will have your accounts reviewed by our *********************** to see if there are any adjustments needed.

  Thank you,

  Tyshaya ***** El-****
  Operations Coordinator
  Commercial Reimbursement & Customer Service
  *************************************************************** | 30318
  Office:  ************ Fax: ************

• Initial Complaint

  Date:05/23/2023

  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.

  I was first billed on January 28, 2023 for ************************ which occurred on December 21, 2022 at Northside Forsyth Hospital. Charge was $25. I needed to be sure that I had therapy that day since I had no receipt and I usually get a receipt each time I have therapy service. After checking with the therapist, I paid $50 on March 10, 2023 to satisfy the December bill and pay for service on March 10th as well. I have continued receiving bill after bill every few weeks since then. (6 months later). After many phone calls to the ****************** I was told that the account would be credited. However, 6 months later I am still receiving billing statements threatening Collection Activity for the $25.I am tired of fighting this ridiculous inability of the Northside Hospital Business office to solve this issue. Please assist me in settling this claim.Nothside Hospital Business Office P. 0. Box ****** ******* ** ***** ************

  Business Response

  Date: 05/24/2023

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

  I do apologize for the delay in having this billing issue corrected. I have applied the $25 credit from account *********** to account *********** leaving no remaining balance. I have attached a copy of the itemized billing statement for your review. If you need any additional assistance, you may reach me directly at ************.

  Thank you,

  Tyshaya ***** El-****
  Operations Coordinator
  Commercial Reimbursement & Customer Service
  

• Initial Complaint

  Date:05/18/2023

  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.

  Northside Hospital Gwinnett 3/21/23-3/23/23 I was admitted into the hospital for high blood pressure 3/21 3 days postpartum around 4pm , 155/98 headaches and blurred vision. The dr on call immediately suggested I begin the magnesium sulfate drip and that I would be on it for 12 hours then would be discharged. They initially told me I would only be in the hospital for one night. They did not discharge me until after lunch on 3/23. My nurse was injured while on duty and I as rushed to the *** I did not have a replacement nurse and therefore was prolonged to stay in the hospital. The hospital kept stating they were short staffed and they were not monitoring me properly the entire stay. It would be hours without anyone coming in the room and alarms and the iv pump was beeping for hours as well. My husband told the receptionist that we were going to walk out but they stated we couldnt leave because it would be filed as refusing medical care and insurance wouldnt pay for it. We felt forced to stay in the hospital. It was a nightmare situation. I had my 3 day old newborn baby in the hospital with me and three other children at home. I was paying for our nanny services for the other children also at this time. The doctor on call finally came and discharged me but did not give me any medical advice, details on what to do next or follow up care. This was one of the worst experiences I have ever had. I am absolutely not going to pay the ******** they are telling me I owe.

  Business Response

  Date: 05/22/2023

  Good morning Mrs. ************* have reviewed your concern, unfortunately I am unable to assist with patient care concerns and have forwarded your concern to our Patient ******************** for review. I have been advised that a member from the Patient relations department will reach out to you to review your concern regarding patient care.

  If you need any additional assistance, please contact our office at ************.

  Thank you!

  Tyshaya ***** El-****
  Operations Coordinator
  Commercial Reimbursement & Customer Service

• Initial Complaint

  Date:05/14/2023

  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 CT scan at Northside Imaging 1/6/2023. Paid the $99 fee on date of service with my Mastercard. Northside employee incorrectly credited my payment to wrong (i.e. someone else's) procedure account number. Receipt Correctly shows my name, date of birth, my Northside patient account number *********, shown right below my name), the last 4 digits of my Mastercard along with my name as the cardholder. But the procedure account number on the receipt shows as *********** when apparently (according to the bills I keep receiving) it should have been A2300900892. I have received 5 bills for the $99 that I already paid, the most recent one dated 4/21/2023. After receiving each bill, I called the general billing number shown on the bill and spoke with a billing rep on each occasion (1/26/23, 2/17/23, 3/20/23, 4/4/23, 5/4/23). Each of the billing rep's was able to look into my account records, agreed with my explanation of the error, and forwarded a recommendation to the "posting team" that the error should be corrected and my account should be credited with the $99 payment but no correction has been made. I have twice sent my documentation (also uploaded here) to their office. The first time (regular mail) they claimed not to have received it. The second time (priority mail) the tracking information indicated 5/6/23 delivery. On 5/11/23 I received a call from the billing office asking for my payment. Person in billing office also agreed with my explanation. However, only the "posting team" can correct the error and I have been repeatedly told that there is no way I can directly communicate with them.

  Business Response

  Date: 05/15/2023

  Good morning *************,

  I do apologize for the delay with having this payment mis-posting corrected. I have made the update to your account to reflect the payment that you made at the time of service; the new account balance is 0. I have attached the itemized billing statement for your review as it confirms the payment has been applied and the remaining balance is 0. If you have any additional questions or concerns, please feel free to reach out to me directly at ************.

  Thank you,

  Tyshaya ***** El-****
  Operations Coordinator
  Commercial Reimbursement & Customer Service

  Customer Answer

  Date: 05/16/2023

   
  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.However, I do hope that you will post my complaint to your site so that others may be warned about the difficulties that they may incur when dealing with billing errors from Northside Hospital. Thank you.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:05/09/2023

  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.

  I gave birth to my child at Northside Gwinnett campus. They kept sending me the bills over and over again ( I paid on 05/04/23 and they sent me the new bill on 5/09/23) and kept asking me to pay the same amount of money. It happened to me twice, they even called and asked me to pay over the phone when I already paid a long time ago. They didn't even double-check before calling customers. I called the billing office and asked, the representative was so mean to me, she didn't even say sorry and just hung up the phone on me. Wow! such AWESOME customer service, they are meant to me while trying to steal the money from me. I could have lost money over and over again if I didn't notice. I should have sued them. Unacceptable.

  Business Response

  Date: 05/10/2023

  Good afternoon Mrs. **************************** is only one account with a balance remaining in our system, the account is for date of service 9/22/22. I have attached the itemized billing statement for your review. If you have any additional questions, please give ** a call at ************.

   

  Thank you!

  Tyshaya ***** El-****
  Operations Coordinator
  ************

  Customer Answer

  Date: 05/10/2023

  Good evening. I dont understand where does that balance that you sent to me come from. On my account, it doesnt show that debt need to be paid. The two balances on 09/22/22 were fully paid ($234.78) as the only thing I can see on that day. See the attachment 

  Besides that, my account showed I have a new balance ( $234.78) due by 05/26/23. This balance I already paid and you guys sent me the same amount and asking me to paid twice(????). I checked my Well Fargo and it showed the transaction already went through on 05/04/23. When I called and asked, the representative hung up the phone on me after checking. I wont pay for any other amount. Stop sending me a debt letter or call me over the phone and ask me to pay. Last time It already happened to me, I paid and you guys called and and me to paid one more times. If I didnt notice, I would already have lost money. 

  
  

• Initial Complaint

  Date:04/20/2023

  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 April 11, I had a fine needle aspiration to check a thyroid cyst to see if it was cancerous or not. The procedure went well, took no more than 15 minutes, and I was on my way. I had spoken to the front desk a week prior to my surgery to confirm that they would take my insurance. They said yes, they would accept my insurance, and that I had nothing to worry about. Not only did they misinform me about this, I received a ******************* - including an OR bill of over $1,900. When looking at the cost of the average OR room (being $40 a minute, on the higher end) how on earth can they charge me that much for this? I have spoken to their billing department and they refuse to offer any explanation of how they can charge over $100 per minute for their OR rooms, or if that is even the standard charge they have for their patients (which I highly doubt)! I can't even check their "price transparency" with the codes they charged me for because they won't send it to me, and the codes they used aren't on their website's documentation.They also sent both of my labs to an OUT OF NETWORK provider, thus cranking up the bill another $800. They won't provide any justification for why they did that, either, when they had my insurance on file. And they ran ********, instead of the one that is needed to check if the cells are cancerous (which they also are unwilling to provide any explanation for).

  Business Response

  Date: 04/24/2023

  Good morning *************************,

  I do apologize for the issues that you've had with the billing of your services. I have attached the itemized billing statement for your review, the procedure codes used for your service are: *****, *****, ***** and *****. There is a remaining balance on your account in the amount of $747.43, if you need assistance with paying this amount, please contact our customer service department at ************ and a team member will be able to assist and advise what assistance options may be available to you.

  Thank you,

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

  Customer Service Coordinator

• Initial Complaint

  Date:04/11/2023

  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.

  1/9/23, I visited Perimeter ************************ for my annual physical checkup. While there the provider asked casual question about my health and ask what is happening with my health. So, I mentioned that historically I have low iron. Based on that 2 sentence conversation, the office is billing it as a second (sick, non-covered) visit. Obviously my insurance is not covering it and I am being billed for $137.45. My husband had same experience with the same office different provider few years back, but we thought it was that provider being dishonest in billing. Now, this seems to be pattern--ask question to find a concern, say 2 sentences about it and bill the insurance. I don't think I should be billed for this service that was presented as casual conversation.

  Business Response

  Date: 04/12/2023

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

  Are you able to send in a copy on the billing invoice that your receiving? I cannot locate an account for you in our system reflecting a balance of $137.45, I believe this may be generated from our physician's billing department. Once the invoice is received, I will reach out to their office and request an audit of the charges that you're disputing.

  Thank you,

  Tyshaya ***** El-****
  Operations Coordinator
  Commercial Reimbursement & Customer Service

  Customer Answer

  Date: 04/14/2023

  Please see attached. 

  Business Response

  Date: 04/17/2023

  Good morning ***************,

  Per our conversation, the itemized billing statement that you have submitted is regarding an account that is handled by our **************************************** I have reached out to them regarding your concern, and they have provided the following response: The pt was billed for an annual as well as an office visit. The reason is usually due to health concerns at the time of service as well as any refills for prescriptions. This would take it out of preventative visit as well as the annual. We can submit a request to the practice to verify if needed. Per my conversation with **************, I will request the itemized billing statement from the Physician's Billing team and send it for your review (to ********************** for review. Once you've been able to review the itemized statement you (or **************) will reach back out to me and advise what line items that you want to dispute, once this is confirmed I will send the account back to the Physician's Billing team and request an audit of the charges identified.

  Please let me know if you have any additional questions or concerns, you may reach me using the contact information shown below.

  ************;***** El-****
  Operations Coordinator
  Commercial Reimbursement & Customer Service
  *************************************************************** | 30318
  Office:  ************ Fax: ************