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:06/12/2025

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 recently had two office visits with a Wellstar physician. I noticed that the billing reflects the place of service as an outpatient hospital facility rather than the customary physician office setting. As a result, each visit includes an additional facility fee that would not typically apply to a standard office visit.I contacted the billing department for clarification, and they informed me that since ****************** was acquired by Wellstar's, this is now the standard billing practice all physician office visits regardless of setting, are subject to a facility ****** is also my understanding that if the patient is a direct employee of the hospital, the facility fee is billed at a lower rate. My cost for office visits should be just a co-pay with my insurance paying the balance. If all my accounts are paid, I will pay ****** out of pocket which according to my insurance benefits should be $70.00. I have also reached out to my insurance company to investigate.

• Initial Complaint

  Date:06/10/2024

  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.

  Dear Wellstar Billing Department,I am writing to address a discrepancy in the billing for my visit to Wellstar at **** on February 8, 2024, under the care of *************************************. This visit was for my annual physical examination, classified as preventative care and should be fully covered by my Wellstar Health Plan.Details of the ******************** Care Classification: My visit on February 8, 2024, was for a routine physical examination intended for preventative care and should have been covered under my health insurance plan. Despite this, I have received multiple bills totaling $442.96. This appears to have been incorrectly coded as a non-preventative visit, resulting in charges inconsistent with my insurance coverage.2.*** Panel Exam: During my visit, I requested an *** Panel Exam, which I acknowledge is outside the scope of a routine physical examination. I am willing to pay the charge of $114.74 for this service, as it was requested for my personal edification.3.Communication with Wellstar: On May 14, 2024, I spoke with **** from the Wellstar Health Plan, seeking clarification on the billing issue. Additionally, I communicated through the Wellstar MyChart Portal. I received a response from *************************** indicating a coding error and promising to correct the office visit to reflect preventative care.Resolution Sought:Adjustment of Charges: I request the immediate adjustment of my billing statement to accurately reflect my visit as preventative care. Specifically, the charges beyond the *** Panel Exam ($114.74) should be removed from my outstanding balance, aligning with my Wellstar Health Plan coverage.I value the care I have received at Wellstar and hope to resolve this matter amicably and promptly. Please confirm the adjustment and provide an updated billing statement as soon as possible.Thank you for your attention to this matter. I look forward to your prompt response.Sincerely,**************************

  Business Response

  Date: 06/25/2024

  
  
  June 25, 2024
  
  Better Business Bureau, Inc.
  ************************************************************************************************************************;30303-1402
  
  RE: Case# ******** ***********************;
  
  Good Afternoon **************. I have received your BBB Complaint for your visit with WellStar **** on February 8, 2024. Unfortunately, we are not a part of that group and not responsible for the billing for *************************************.
  
  Should you have any further questions and/or concerns, please feel free to contact our office at **************.
  
  Respectfully submitted,
  *******************************

  Customer Answer

  Date: 06/25/2024

   
  Complaint: 21828478
  
  I am rejecting this response because: They are in the Wellstar system and no accountability was accepted for the billing error. They passed the buck and allowed the Wellstar brand to be tainted. I will refile another BBB claim and add the doctors and the specfic Wellstar department to the claim.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 06/28/2024

  Good afternoon,

   

  I am so sorry for any inconvenience this may have caused you, but we are only partnered with the ** Doctors. We do not handle any billing for any primary care doctors. I understand for frustration but unfortunately we do not have anything to do with the doctors you have seen. Please accept my apology that I am unable to help in anyway. I hope you can get this resolved with the practice that you visited. 

  Thank you, 

  *****************************;

  Customer Answer

  Date: 06/28/2024

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

• Initial Complaint

  Date:07/26/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 got an MRI. At the time I had two different health insurance companies, Amerigroup and ***********************************. I only gave the doctor's ****** the ******************** information, and they tried to file it. They then sent me a letter saying that Amerigroup said they were my secondary insurance (something I did not know) and Amerigroup told them to file my primary insurance. On 5/17/22, I called Amerigroup and spoke with *********. She said that United was my primary insurance. She said that the provider needs to give them an EOB. I told them the information for United Healthcare many times, then started telling them which of my phone calls the information was in (June 7, when I spoke with ******), because they claimed multiple times ( ***** on Aug 24th, ****** on Oct 3rd, **** on 12-30-22, ***** on 12-30-22) not to have my United info.On 12/30 ***** told me that they had filed it at United, and I called United. I spoke with ***** about the Wellstar bill. ***** said he had a note from September when they spoke to Wellstar and told them my insurance was expired. Note: It was expired in September, but not on the date of service.) THEN I did a three-way call with ******** from United and ***** from Wellstar. ***** asked United to send an explanation of benefits. ******** said that Wellstar had NEVER sent United a bill. ***** said that Wellstar always sends claims by fax. ******** (at United) said they never accept claims sent by fax, only by mail or electronically. ***** got the address and the electronic info both. She said she would send it. I spoke with ***** again on 1/19, and she said that Wellstar cant verify that I was covered at the time of service. I reminded her that she personally verified it on the three-way call on 12/30/22. She said that the supervisors were all in a meeting and said she would call me back. She never did. Now they have turned me over to ********************* debt collection because they are incompetent at filing insurance.

• Initial Complaint

  Date:02/09/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 Monday (10/3/2021) of my c-section delivery, Wellstar and my health insurance provider, United HealthCare, ended their contract. My delivery performed at ******************* on 10/8/21 which was my schedule date. My delivery was scheduled 3 weeks prior to my due date of 10/31/2021 because of my medical history. I was under the care of an OBGYN as well as a perinatologist. I was aware of the negotiations between Wellstar and UHC, so I proactively reached out to ensure my care would still be covered by my insurance. My insurance plan with UHC did not provide any out of network benefits. UHC approved my request for continuity of care and subsequently paid ********** at the in-network rate. However, Wellstar is now billing me and threatening to send my account to collections. I've called both UHC and Wellstar. I confirmed with UHC that Wellstar was paid the amount due minus the provider discount. I also confirmed that I met my deductible and out of pocket **** I called Wellstar on 1/19, 1/25, 1/30, and 2/9. Each time they tell me the review of my account is pending. Today I was told they hadn't received the re-billed/updated EOB from UHC which was sent while I was on the phone with Wellstar and UHC on 1/19. I don't understand why Wellstar is billing me when UHC agreed to continue my coverage as in-network and paid my claim. No one at Wellstar has been able to answer that question. When I've asked to speak with someone else or the department responsible for determining billing responsibility I've been denied. High risk pregnancy is nerve wracking enough. My delivery and postpartum experience at ********** was traumatic. Now this billing debacle 16 months later is ridiculous! Wellstar was paid and I do not owe them anything.

• Initial Complaint

  Date:12/27/2022

  Type:Billing Issues
  Status:

  UnansweredMore 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 the event of my death or mental breakdown, please require that WellStar hospital and USAA cease and desist from trying to get me to commit suicide by adding stress in my life as a disabled veteran. WellStar is well aware that I do not owe them $21,000; however, they want to damage my credit and reputation. USAA is responsible to pay the bill since their client caused the accident. Therefore, here are my sources of health coverage that WellStar refused to reach out to seek reimbursement. WellStar *************** # ************ The goal of USAA Attorney as well as WellStar is to get me to kill myself from the stress of this situation.Primary: USAA - USAA Reference Number: ********* 29 ********************* Attn: USAA *********************** ************************************** Fax: ************ ************************* This bill needs to be ultimately resolved. Thank you for your time.Lets set up a call with ******************* (USAA Attorney) to find out why ******* has not paid this bill *****

• Initial Complaint

  Date:11/13/2022

  Type:Order Issues
  Status:

  UnansweredMore 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.

  Wellstar agreed to provide an office visit for the price $172.00 on April 11, 2022. This was the agreed price in advance as I did not have Wellstar approved health insurance at the time. Wellstar ended up charging me a total of $269.00 saying my insurance would not cover the visit. Again, I did not have insurance at the time. I contacted Wellstar prior to my visit on what the total cost would be for the office visit. Since I did not have insurance and would be paying cash for the visit Wellstar agreed to the price of $172.00. I would like the difference of $97.00 credited to my account. I contacted Wellstar several times BB&T have not returned my calls. I eventually paid the balance on 11/13/2022 of $97.00 but would like this amount credited back to my account.

• Initial Complaint

  Date:10/20/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 put on a payment plan with WellStar. I missed 2 payments due to my bank not receiving child support. They sent me to an outside collections company. I also called on a conference call with my insurance company. They told them how much they paid and what I'm due. Now they are trying to collect more than what's owed.

• Initial Complaint

  Date:09/15/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 applied for financial assistance with this facility in October 2021. After giving me the run-around for months they falsely denied my application. In January 2022 I set up a payment plan. In April 2022 I won my appeal and my bill went from over $17,000 to an amount in the $1,000's. However, they never retroactively re-applied my payments that I made on the full balance (from January through April) to my new balance. When I spoke to ****** from ********************* (the collections agency they moved my account to) she informed me that my bill was still reflecting as over $17,000 meaning my payments were being wrongly applied. They never sent over the corrected bill amount to the collections agency. Fishy. Then when I informed her of this she said she would defer my payment until they could figure out what was going on. A month later I get a call asking to pay my bill (this is **** at this point). I asked if the balance was corrected and she still said it was over $17,000. So what exactly were they trying to figure out for a whole month if nothing changed? Meanwhile I can log into my WellStar my chart and see that my balance is only $917. However, when I tried to pay them directly through a financial representative they kept forwarding me to ******. Fast forward to July, I try to restart my payments because at this point I am over it and just want my bill to be paid. They (*********************) took out $100 and then immediately reimbursed it. When I called to figure out why I couldn't get any answers. Then a month later I get 6 separate bills from yet another collections agency. So at this point what I need from WellStar is for them to audit my account and show me an updated balance. I shouldn't have paid anything on my full balance because they incorrectly denied my financial assistance application. You can even see in the attached Payments document how my money was redistributed once the approval went through. I'm beyond irritated by how they handled my account. Shameful.