ComplaintsforAiken Regional Hospital Accounting

• Initial Complaint

  09/18/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I was seen at Aiken ER on ****-23 and again on ****/29-23 for *********. I did not receive a billing statement until near the end of April. I started making monthly payments on each account, one was for $476.76 and the other $370.01 in May and was told that as long as I made payments it would not be turned over to collections. After making payments in August of 2023, my account was turned over to collections. I owe $151.76 on one account and $45.01 on the other, totaling $196.77. My intent was to pay them both off in September, but I get a notice in the mail from a collection agency saying I owe $226.76. I am furious that I was turned over to collections. I went to Aiken Regional to discuss this and was told that if I still owed a balance after 6 months the accounts automatically get turned over to collections. I last made payments on ****-23 and the date on the collection letter is ****.23. IT HASN'T BEEN 6 MONTHS YET!!!!!! There is absolutely nowhere on the billing statements that state you will be turned over to collections after 6 months, well 5 months in my case, or I would have paid it by now. This could affect my credit score and report and is very unprofessional of Aiken Regional.

  Business response

  09/26/2023

  Good afternoon, 

  After reviewing both accounts, it was determined neither account was set on a payment plan.  While we were receiving payments, this would not have prevented the accounts outsourcing to collections. As a gesture of good will, I adjusted the balance of $45.01. and closed both accounts with the collection agency. Should Mr. ****** need additional time for paying the reminder balance of $151.76, please have him call our toll-free number ***** ******** to set the account on a payment arrangement. Additionally these accounts were NOT reported to  the three major credit bureaus.      Should you require anything further I can be reached at ***** *** ***** 

  Customer response

  09/26/2023

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

• Initial Complaint

  04/25/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have tried numerous times to create an account to make payments on a due balance account through Aiken Regional, and the website does not send the verification email code. I recently opened a help ticket to assist with the issue and never got a response. The hospital turned over the balance to collections. This is not acceptable as their website has prevented me from making payments.

  Business response

  05/16/2023

  First, we have had numerous issues just trying to get into your portal.  Over the last two years we struggle and have to reach out for you to email the complaint. We attempted to log into your website to view this complaint and sent two emails with no response.  You need to address your website issues so we can properly respond.

  In regards to the complaint by Ms. ******** please be aware of the following actions.

  Ms. ******** was seen at our facility in ******** of 2021.  She presented **** ** ********** *** *** ***** * ******** Discount to reduce the balance and received 4 statements over a period of 4 months. Patient called in ******* of 2022 inquiring about ******* *********** An application was sent out to her and was not returned.  Her account was then turned over to a collection agency.  In ***** ***2023 the patient called stating she had made several attempts to pay the bill via website unsuccessfully.  On *** *** 2023, the account was closed with the Credit Bureau and returned. The patient was sent a written notification of the removal from the Credit Bureau.  The patient was given alternate instructions as to various payment methods such as phone, mail or in person at the facility. 

  The patient had a second account from ******* 2022.  This account was with an agency however, was not placed with the Credit Bureau. Written notification of the cancellation was also sent to the patient. Both accounts are awaiting payment from the patient. 

   

• Initial Complaint

  01/06/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I had an *** done at Aiken Regional on **/**/****. I was required to pre-pay the amount that they told me was my co-insurance before they would complete the study. They had scheduled me for a brain scan with contrast, but as I'm currently *************, the tech informed me of the risks of contrast and I decided to proceed without contrast. I notified the billing department immediately the next day that the study had been changed, thus lowering the price due to the contrast not being used. I called billing again and had a request for reimbursement of the overcharged amount put it on ******** *, **** when my estimate of benefits came through from my insurance company showing the exact amount I was overcharged. I was initially told that it could take 45 days for the reimbursement to be processed and sent. I have called multiple times since that timeframe and all the customer service representative can tell me is that it hasn't been processed, and they only have email communication with the reimbursement department and can only submit a request for expedited attention. I have spoken to at least four customer service agents between December and yesterday, and all of them are unable to tell me when or if my reimbursement will be processed besides that it shows I am owed the money. There is apparently no way to reach the department responsible for actually approving and disbursing the reimbursement.

  Business response

  04/12/2022

  Consumer Response /* (450, 9, 2022/01/17) */ Aiken Regional refunded the amount to my ****** card a few days ago despite telling me initially that they weren't able to do that and would need to wait for a paper check to be approved by the hospital itself. Thank you for your help!

• Initial Complaint

  09/22/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  May ****** I paid Aiken regional $6780.00 (my ins deductible) gor an ********** ******* I was having on May X XXXX. I was told I had to pay that upfront by person who registered me. I had to borrow money to do so. After insurance was filed **** paid them their amount and my portion was only $3 594.00. Aiken Regional owes me a refund of $3,256.00. I called the billing dept and was told it was being processed and then I would receive the overpayment back..that was June. I called every week and was put through to numerous people only to be told it was being processed again that was August. Then I was connected to another person who said I had signed a paper saying I agree to give Aiken Regional any overpayment gor a bill from 2016. Total lie and illegal. I asked for a copy of document ..never got it. I asked for mailing address for my attorney to contact t them and they gave me a fax number. I have been patient but I was lied to on May *** that I had to pay my full deductible.

  Business response

  11/22/2021

  Business Response /* (1000, 11, 2021/10/22) */ The patient did pay via****** at the facility on ******** in the amount $6,850.00. The credit was transferred to account XXXXXXXXXXXXX on *********

• Initial Complaint

  09/13/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have had a credit on my account for almost 9 months and the hospital will not refund the credit. I have made four phone calls and each time with the same result, it will take 45 days to process the refund. They admit the credit of $888.20 yet per each conversation, it appears that nothing has been done and it will take another 45 days to process. We are at 9 months now and soon will be past the 12 month limit to file a report. This is why I have chosen to file now. I have spoken to employees and supervisors with no solution other than it will take another 45 days. I cannot upload any documents because I have never received a statement. I don't even have a Patient account number. I have records of payments processed from my *** account. I have an itemized bill with no charges indicated, just descriptions.

  Business response

  10/13/2021

  Consumer Response /* (450, 6, 2021/09/17) */ I received my refund from the hospital today. I believe it is because you contacted them. It was mailed from the hospital here in Aiken and not the corporate office that they said would process the refund. Thank you so very much for all that you do! May God bless you! ******* ******.

• Initial Complaint

  09/09/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  ********** performed at Aiken Regional Medical Center in Aiken, SC on ********* They billed my insurance (**************************************: $1502.00. $99.29 was allowed. My share was suppose to be $102.27. They made me pay $225.00 before I could even have the test. Said that was what I was suppose to pay. I overpaid $122.73 and have yet to be reimbursed. They said I might owe money on some other tests...which I didnt/dont. They keep on giving me the run around. I have called, I have emailed, I have spoken with my insurance. I need help on this matter please.

  Business response

  11/01/2021

  Business Response /* (1000, 11, 2021/09/28) */ Refund has been processed and put back on patient Credit Card today - in the amount of $122.73. Consumer Response /* (3000, 13, 2021/09/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) I submittted a check for payment so they dont have my credit card information. Business Response /* (4000, 15, 2021/09/30) */ Eric spoke to with Mrs.******** and advised on********* She is pleased. Consumer Response /* (3000, 17, 2021/10/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) Wed.*****. He told me they were putting money back into my checking account. I just checked my bank and they HAVE NOt credited me $122.73!!! I did not say I was pleased with Aiken Regional. I said I was upset that they have been holding on to my money. They cannot credit my credit card account because they do not have that information. I submitted a check for payment and I guess they are going to credit my checking account somehow??? thru********* I thanked Eric for calling me. My doctor gave me his name and my doctor called him regarding this issue. He called me like I said and he said he was sorry. As of today,********* I have not been refunded $122.73. Thank you ***** Consumer Response /* (450, 22, 2021/10/09) */ Issue has been resolved. Aiken Regional spoke with ** billing department. I got a call from ** billing department and the lady I spoke to resolved this issue. As said, I paid by check so they had to cut me a check and I picked it up at Aiken Regional Hospital yesterday. Thank you.

*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. ↩