Complaints

This profile includes complaints for Northside Hospital-Forsyth's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Northside Hospital-Forsyth

  1000 Johnson Ferry Rd NE Atlanta, GA 30342

• 

  Northside Hospital-Forsyth

  1200 Northside Forsyth Dr Cumming, GA 30041-7659

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:05/16/2025

  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.

  At pre-op on 2/25/2025 Northside requested a payment of $2,460.31 which we paid via our credit card. Surgery was 3/4/2025. After insurance was filed we only owed them $500. We have been trying to get a refund for over 30 days. Called 4/3/2025 - they show an overpayment/refund due of $2,460.31, but can't send it b/c they have to wait to see if we owe anything for some lab work performed on 4/4/2025. They also said that the insurance claim for initial surgery wasn't completed; however, it was as we already had the **** Said refund would be issued after EOB processed. Never received refund. Called again on 4/15/2025 - again agreed they owe us $2,460.31 and that EOB has been processed/received by them. They said 2 weeks to get refund which would have been 4/30/2025. No refund. Called again 5/1/2025, spoke with ******* in the billing ***** was told to give it until 5/7/2025 and if not received to call her back. Still nothing. Called back on 5/7/2025, ******* not available to take call but would return call - no return call. Called back again on 5/7/2025, spoke with a different person and was told that the refund request (NOT SURE WHY A REQUEST HAS TO BE ENTERED SINCE THEY KNOW AND HAVE AGREED THEY OWE US $2,460.31????) has been sent to the accounting department, that the accountanting department doesn't take phone calls, and they will process refund in 2 to 3 weeks. Why does it take an act of ******** to get a refund of overpayment that they have already agreed that they owe back to us? They've known since at least 4/1/2025 that they owe this money back to us. No where should it take six (6) weeks to get a check cut and mailed. Furthermore, they requested payment via credit card, why can't they just issue a refund via the credit card we initially paid with? Why do we have to wait this long and for a check? Please get this resolved!

  Business Response

  Date: 05/20/2025

  Good morning,

  I have thoroughly examined your accounts, concerns, and the pertinent documents with our reimbursement department. The accounts have been updated, and we are now positioned to process refunds for overpayments. According to our records, the total refund amount is $2138.19. We are issuing a refund for the overpaid amount from account ***********, with a refund check of $1791.31 already issued; please allow 7 to 14 business days for delivery (I have attached the billing statement for your review, which includes the refund details). Additionally, from account ***********, a refund of $346.88 has been credited back to the original credit card used for payment (a receipt is attached for your reference). Please allow a few days for this refund to reflect in the PatientCo patient portal. Should you need any further assistance, do not hesitate to contact me directly.

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

   

• Initial Complaint

  Date:05/13/2025

  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.

  On 4/21/25, I had a ************** with tablet scheduled at Northside Hospital. On the day of the procedure, the ************* required payment of 1/3 of my maximum out of pocket deductible or $1,933.72. They billed my insurance company, *****************, for two separate charges totaling $1,759. The negotiated Anthem rate for this procedure was $515.02. ****** confirmed that no other charges were billed by Northside Hospital and Anthem has approved both charges. I called Northside Hospital's ************* on 5/13/25. They refused to issue me a refund for the overpayment. They informed me that the charges were still pending from my insurance company even though I received my Explanation of Benefits. Northside is overcharging customers for procedures and delaying issuing refund checks. I have not been able to resolve this on my own. I would appreciate any assistance that the BBB can provide. This is especially difficult for me during these tough economic times.

  Business Response

  Date: 05/14/2025

  Good afternoon,

  I have examined your concern along with the relevant account and documentation provided by your insurance. Please be aware that our refund policy requires the claim to be fully processed before we can proceed with any refunds. Although the claim was finalized on April 30, the facility did not receive this information until May 2. According to the Explanation of Benefits (***) we have, you are entitled to a refund of $1,517.00, as your insurance assigned a patient liability of $416.72 as a co-pay. The refund has been processed to the card that was used for payment at the time of service (ending in **11). Please allow 3-5 business days for this amount to be credited to your account. I have attached the *** and refund receipt for your reference. 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:04/13/2025

  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 visited the Northside **************** for ETT and Ecocardiogram on March 4, 2025. I have paid $1080.7 and $755.33 on same day - March 4, 2025.Till date - April 13, 2025 I have not received:(1) Copy of the report of the above two tests that I have already been charged for (2) the total amount paid should have been filed towards my insurance deductible. That has not happened. I spoke to my insurance company and they are saying the hospital has not filed these charges as a claim with them. For the above I have called the doctors office as well and they have not returned my calls or provided any diagnosis of the same. I have checked the online portal as well and there are no reports and test results uploaded there either. Under the circumstances I am not left with a choice but to seek BBB help before I take up this matter to other authorities who can help resolve this ************ a paying customer - I think I deserve to get the diagnosis for my health condition - but there is absolutely ZERO response from the doctor's office and the hospital. In fact the hospital has been trigger happy to continue to charge me and even post an amount of $247 with late charges of $17.95 and hound me with late payment fee. This needs to stop now and the services I have been charged for be rendered without further gouging.

  Business Response

  Date: 04/15/2025

  Good afternoon Mrs. ***************** appreciate you taking the time to discuss your billing issue with me today and for sharing further details. We reviewed how you initially agreed to self-pay based on the information provided during your service. However, after the service was completed, the registration team offered an updated financial estimate. At that point, you decided it would be more appropriate to submit a claim to your insurance, and you provided your insurance details to the registration staff. They assured you that your account would be updated with this information and submitted for payment. Unfortunately, the registrar did not update your account with the insurance details, resulting in your account remaining in self-pay status, which is why you are now receiving a bill for the outstanding balance. Following our conversation, I have submitted your account for an update with your ************** plan for billing. Please be aware that insurance processing can take up to 45 days. Once the claim has been processed, I will reach out to you at ******************** to inform you whether there is a refund or any additional financial responsibility. If you need any further assistance at this time, please let me know.

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

  Customer Answer

  Date: 04/16/2025

   
  Complaint: 23198420
  
  I am rejecting this response because:
  
  we also discussed that the charges were for a series of tests. While the tests were conducted and I was charged for those tests, I have not received the results of those tests and therefore the services were partially delivered even though I have been charged the full amount. 
  

  I would like to request that if nothing else at least out of respect for the medical code of ethics, that  the services be completed including sharing of the report of all the tests conducted and also a diagnosis based on those results from the physicians office. 

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

  Business Response

  Date: 04/17/2025

  Good afternoon,

  I have submitted your account to be updated with your ************** plan for billing, as discussed. Please note that the insurance processing may take up to 45 days. Once the claim is processed, I will contact you at ******************** to update you on whether there is a refund or any additional financial obligations. After the previous response was declined, I contacted your physician's office today (Dr. ******* ******* at ************). I spoke with his nurse, ********, who mentioned that she would be reaching out to you today to discuss the results from your appointment on March 4, 2025. If you require any further assistance, please feel free to reach out.

  ******* ***** *************************** Coordinator
  ************

• Initial Complaint

  Date:04/07/2025

  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.

  On Nov. 29th 2024 my son had surgery at ** *******. Before the surgery could happen i had to make a full or partial payment to NS based on the amount left on my insurance deductible.I paid 1/2 of the total amount which was $3597.65. The *** from insurance showed that I only owed *********** $2032.02 for this bill, a difference of $1,565.63. Northside Hospital is refusing to refund this money to me.

  Business Response

  Date: 04/14/2025

  Good morning ************************************** has completed the claim processing and has settled the outstanding payment. We have issued a refund of $1565.63, which has been credited back to the credit card associated with your account. If you require any further assistance, please do not hesitate to reach out.
  

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

  Customer Answer

  Date: 04/14/2025

   
  Complaint: 23169840
  
  I am rejecting this response because:
  I have been in touch with *********** for over 2 months trying to have them give me my money back. They are trying to blame the insurance company when it was never a problem with the insurance company. ** needs to stop holding hostage those of us who are willing and able to pay because of those who are not, which is exactly what has happened here.  I would like to know how many people have had this same scenario but have not followed through to retrieve their money. How much does ****** its customers?

  at the time of this email, I have not received my refund back to my *** account. I would like this case to remain open until I have received my total refund. 
  Sincerely,
  
  **** *****

  Business Response

  Date: 04/15/2025

  Good morning,

  According to the attached Explanation of Benefits (EOB), the patient's financial responsibility is $2,032.02. The amount collected at the time of service was $3,597.65, leading to an overpayment of $1,565.63, which was refunded to you on April 11. I have included the refund receipt for your reference, allowing you to verify the credit information to which the refund was issued. Please inform me if you require any further assistance at this time.
  

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

• Initial Complaint

  Date:12/31/2024

  Type:Sales and Advertising 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.

  1. 12.29.2023 2. $129.86 3. ALL INFORMATION I CAN PROVIDE IS ATTACHED

  Business Response

  Date: 01/10/2025

  Good afternoon,

  We have successfully identified your payment of $129.86 and will apply it to your account. Once the payment is processed, your account balance will be zero. An itemized billing statement will be sent to you for your records after the payment is posted. In the meantime, you may disregard any billing statements related to this account. Should you require further assistance, please feel free to reach out to me directly using the contact information provided below.

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

  Customer Answer

  Date: 01/11/2025

   
  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:12/10/2024

  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.

  In 2024, six claims have been submitted and processed by my insurance company. I have written confirmation from my insurance company of the amounts submitted, contractually written off, and what the insurance paid. As a customer, it is not unreasonable for me to be billed correctly for services that were provided in accordance with the contract Northside Hospital agreed to with my insurance company. I agree that I owe the coinsurance. I do not dispute that. What I dispute is the amount. The following is the breakdown of those amounts: Billed $21,801.00 Insurance Plan Paid $12,607.73 Contractual Write off $6,976.32 Balance $2,216.95 I have paid (as confirmed by Northside's payment system).17 pmts of $92.26 $1,568.42 1 Pmt of $284.20 $284.20 1 Pmt of $84.44 $84.44 Total Paid 2024 $1,937.06 Balance $2,216.95 Payments $1,937.06 Correct Balance $279.89 However, I keep getting bills for $456.23. Now they are threatening to or already have sent my account to collections despite me disputing it in writing and begging for someone that knows what they are doing to look at the account. I owe $279.89 and I want to pay it but I want the account corrected to reflect once that is paid, I have a $0 balance. Otherwise, I will end up getting another bill for the difference and the cycle repeats. Copies of documents are attached to this complaint.

  Business Response

  Date: 12/12/2024

  Good afternoon Mrs. **************** have reviewed all associated account and patient payments made and have determined that the correct balance due is: $456.23 (F2415336959 account balance: $349.04 and account *********** balance $107.19). I have attached a word document in which I've listed how the payments made were applied (and to which accounts) and the remaining balances (we will have the billing statements for each account mailed to you as the files are too large to attach here). If you'd like to make a payment you may contact our office Monday-Friday between 8am-8pm at ************ for assistance.

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

  Customer Answer

  Date: 12/13/2024

   
  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.  Thank you for putting me in touch with someone that could address my questions/concerns.  You did in day what I was not able to do in 4 months.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:08/19/2024

  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.

  The financial aid department tries their hardest not to give you financial aid. Im given the run around every time I talk to them. They say theyre supposed to give you financial aid for 6 months when approved, & every time, by the time they approve it, its essentially already time to get it approved again, which requires a notarized letter from your landlord, a notarized letter from the department of labor, & several other hard to acquire documents for someone with no transportation or means; ie, those who are in need of financial assistance the most are being discriminated against. Im disabled but not yet on disability. I have a hard time getting around & making all of it happen 1x, much less, every time I turn around. When you call the financial assistance department it goes straight to voice-mail every single time, the phone doesnt even ring - & the voice mailbox stays full, so essentially, there's no getting through to anyone on the phone, you must go up there in person. Then when you go up there in person, you're given the run around, every time. I was literally told by a financial assistance counselor today that I was approved for 6 months, & when I asked when it started & when it ended - July 24th to Sept 24th.... that's three months last I checked, not six... Same man who told me I was approved told me he couldn't get me my approval letter. I've been on the phone for the last 2 hours with either the number he gave me, or the numbers they transferred me to from said number, with nothing progressing. All I needed was a document, my approval letter in specific, emailed to me, or printed. Every person I called, at every number I called, including the one he gave me have expressed my same sentiments, being that it was/is his job to get me said paperwork, but he did not do his job. I also am always told I'll recieve an acceptance letter in the mail - I've been approved multiple times at this point - I have never recieved an approval letter.

  Business Response

  Date: 08/26/2024

  Good afternoon,

  I have attached a copy of the financial assistance approval letter as requested. We apologize for the delay in receipt.

  Thank you,

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

• Initial Complaint

  Date:08/01/2024

  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.

  Northside Hospital Forsyth has retained collection agency ********************* Associates/Medcore. This is a collection company that is engaging in harassing and unscrupulous billing practices. They call us daily, are very rude and are threatening. We have made a meaningful good faith effort to resolve an outstanding medical bill. However, they continue to be threatening and unwilling to negotiate in good faith. The outstanding debts are for *********************** (my wife) and *********************** (my minor son).I have also contacted Northside Hospital Forsyth on several occasions to negotiate a resolution to the outstanding bills. I have offered $1,800 as settlement. Northside Hospital Forsyth billing department has not returned calls and says that they are unwilling to negotiate.

  Business Response

  Date: 08/09/2024

  Good morning,

  Unfortunately, I'm unable to negotiate a settlement for your account. To inquire about discounts or financial assistance, you will need to contact our self-pay department Monday-Friday between 8am-8pm at ************ for assistance with these account balances.

  Thank you,

  ************************* *************************** Coordinator
  ************

• Initial Complaint

  Date:06/24/2024

  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.

  Keep getting billed for somebody else service. I do not have any dependents and live alone. They need to bill the person that got the service. As for I am not responsible for nobody but myself.

  Business Response

  Date: 06/25/2024

  Good morning,

  Unfortunately, I'm unable to assist you with this billing concern as our business office only handles bills for the facility (our account numbers begin with A, C, D, F or L), the billing statement that you've attached is from a physician's billing service you'll need to contact them directly for assistance. 

  Thank you,

  Tyshaya ***** El-****
  Operations Coordinator
  Customer Service
  ********************************** 1ST  Floor | ******* | ** |30318
  Office:  ************ Fax: ************
  *********************************************

• Initial Complaint

  Date:01/30/2024

  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.

  I am writing to submit a formal complaint against Northside Hospital Forsyth's billing/coding department, alleging unjust manipulation of billing codes for the purpose of collecting additional funds. I believe that these actions violate ethical and legal standards, prompting my request for assistance. Northside ************************* February 1, 2023 Incident Overview:The billing code manipulation incident arose when my primary insurance provider declined a claim citing the diagnosis code (Z13.9) as "unspecified diagnosis." Upon contacting the billing department, they requested a code, which my insurance provider and I couldn't provide as it is illegal. The correct code should come from the physician, who, upon verification, confirmed that the code sent to billing/coding did not match the one in the report. This discrepancy raises concerns about the integrity of the billing/coding process.Allegations:I allege that the billing department intentionally modified the billing code to perpetrate fraud against me. This deliberate action appears to exploit the ease of collecting funds from individuals with insurance coverage, while potentially taking advantage of the challenges faced by uninsured individuals in disputing such discrepancies.Broader Context:I believe these actions are part of a broader strategy by the hospital to recover financial losses from individuals lacking insurance coverage. The deliberate modification of billing codes, as I contend, aims to exploit the financial advantage associated with insurance reimbursements, potentially capitalizing on the difficulties faced by uninsured individuals in contesting such discrepancies.It's worth noting that the hospital and the insurance company are currently embroiled in a highly publicized dispute, raising concerns about the integrity of billing practices and the possibility of collusion between the hospital and the insurance company.

  Business Response

  Date: 02/06/2024

  Good morning ***************,
  
  Your account has been sent back to the insurance for reprocessing as the initial corrected claim (submitted on 08/30) was denied as a duplicate claim. Our team has contacted your insurance to explain the reason for the rebill to ensure that the claim doesnt get denied again, the reprocessing may take up to 30 days. I will place your account on my calendar for follow-up review on 2/20 and provide you with a status update if the claim is still pending at that time. I will continue to follow this account until the billing issue is resolved. If you have any additional questions or concerns, please contact me using the contact information below.

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