ComplaintsforSpartanburg Regional Healthcare System

• Initial Complaint

  02/21/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On March 29 2022 I went to the Emergency Room for chest pains. I was never asked anything but my name and rushed into the back for examination. 45 minutes later I was told all test were negative for heart issues and was released and told to have a nice day. Now 2 years later I found out I have an outstanding bill of 3428.95 dollars because they used the wrong insurance information. The supervisor at the billing department is telling me there’s nothing she can do about it ( not even a payment plan) and I will lose my tax returns until paid. It’s no right that I pay all the money I do every pay period for them to not use it!

  

  Business response

  02/27/2024

  We have reviewed this account and there was no insurance information on file during the claim filing period; this is a patient responsibility. The patient also received multiple paperless statements, as well as a hard copy statement for the disputed balance. Insurance plan information was not received from the patient until February 2024, which put the information outside of timely filing deadlines. Due to the age of the balance, a payment plan to prevent the tax garnishment could not be set up.

  
  Spartanburg Regional has not received the tax payment yet, but we will be monitoring the patient’s accounts to ensure that the garnishment will help resolve their balance. 

  
  

  

  Business response

  03/01/2024

  As previously shared, the patient received multiple statements reflecting the balance prior to going into tax set-off. Insurance information was not received from the patient until February 2024, which put the information outside of timely filing deadlines. Due to the age of the balance, a payment plan to prevent the tax garnishment could not be set up.

  
  Spartanburg Regional has not received the tax payment yet, but we will be monitoring the patient’s accounts to ensure that the garnishment will help resolve their balance. 

  The patient should contact us at the number on the last statement should they have any additional questions.

  Customer response

  03/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21324161, and have determined that this does not resolve my complaint. 

  Regards,
  ******** ********

• Initial Complaint

  11/29/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  This complaint is against the Financial Assistance Department for Spartanburg Regional Healthcare System. I was in the emergency room on 08/28/2023 with kidney stone issues. I have since filed for financial assistance for the amount due of $2855.57. I have provided all of the requested information and documentation to the appropriate office via the ******* upload. As of 11/28/2023 according to *******, the items are still pending review. I have also called the perspective office several times (after each ******* notification of a “past due” balance) and have been told that the items are still pending review and that I would receive a decision soon. However, I received a letter in the mail on 11/27/2023 indicating there is a “pre-collection notice” on my account. Why? If my application is still under review, why would my account be turned over to collections? Nothing should be turned over to collections during the review process. And, even if I am denied and a payment plan is set up, as long as I am making payments, my account still cannot be turned over to collections. I tried calling and speaking with a supervisor on 11/27/2023, but was denied that opportunity by the representative that answered the phone. I asked three times to speak with a supervisor and was told that one was not available. When I asked for a supervisor to give me a call back, I was told that one would not call me back. Why? This is very unprofessional on the part of SRHS and the staff that works in the financial assistance department. Being treated this way is creating undo stress on top of an already delicate situation with my health. I am the sole support of myself and my family!! I cannot afford to be out of work due to stress induced related illnesses caused by SRHS!! I do not appreciate the lack of communication and response from the financial assistance department and staff. I have been timely in all of my submissions based on when the requests have been received via *******.

  

  Business response

  12/07/2023

  Spartanburg Regional Healthcare System’s Patient Financial Services Department has been attentive and responsive to Ms. ******** concerns. The Department was notified of Ms. ******** concerns prior to those shared via the Better Business Bureau. SRHS’ Self-Pay Services Manager communicated directly with the patient, addressing all questions and concerns in detail. Should Ms. ****** have any additional concerns that need to be addressed, she may reach out via the provided telephone number or email provided to her by the manager. The concerns brought forth to the BBB have been addressed.

  Customer response

  12/07/2023

  Better Business Bureau,
  
  I have reviewed the response made by the business in reference to Complaint ID No. ********. While SRHS needs to work on their customer service and communication so that patients are treated better and have clear information, the matter for which this complaint was filed has been resolved.
  
  Regards,
  ***** ******

• Initial Complaint

  03/31/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was admitted into the hospital on 3/5-3/6 Dr. ***** discharged me. My health insurance has a $5,000.00 deductible which is a huge amount for me to overcome. The billing person sent it in as “observation” and I believe it should have been a discharge. The insurance has denied as I was discharged and not under observation. I called to have the billing changed to discharge and not observation and they refuse to correct it and are billing an additional $321.00. I have been back and forth for a week trying to get it resolved to no avail. They had no problem calling me 10 days before surgery for payment up front but refuse to work with me in the billing dispute.

  

  Business response

  04/10/2023

  Spartanburg Regional Healthcare System reviewed this account and contacted the patient directly to discuss and explain the balances directly. These charges are also going back to BCBS for review and this may take up to 21 days, which the patient understands. The patient is also being sent a Financial Aid application. 

• Initial Complaint

  03/27/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My daughter had an injury at her school on 1/5/2023. The claim was filed with the schools’ insurance. My daughter also has ******** which would cover expenses the schools’ insurance does not. She had a doctors’ appointment for issues not related to her injury on 1/16/2023 which was the only claim that the schools’ insurance denied due to it being unrelated to her injury. The provider mistakenly billed the schools’ insurance instead of ********. Again that is the only bill that was denied by the insurance company. I have received several phone calls from Spartanburg Regional and have now received letters threatening to send my bills to collections. The schools’ insurance company has been contacted by myself and the school and the bills are in processing. Spartanburg Regional has been impatient and inconsiderate in this matter. I have not had this issue with Prisma Health which my daughter was transferred to because Spartanburg Regional had no one comfortable enough to treat her injury. The fact that they are already sending the bills to collections is ridiculous when I have communicated with them keeping them updated with the insurance company.

  

  Business response

  04/10/2023

  Spartanburg Regional Healthcare System has reviewed this account and contacted this patient several times and left two voicemails and has not yet received any callbacks to discuss the account. A correction was made for an office visit and those charges are now in a charge review to be filed out to First Choice. The other accounts are correct in the insurance and are all pending insurance. 

• Initial Complaint

  03/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Your Company has completely taken my state tax refund and I have not been hospitalized in the last year, and I have lived in Florida, USA for the 5-6 years prior to that. I have not once received garnishment on my checks nor are there any medical bills in my credit report , let alone debts owed to Spartanburg Regional Healthcare. This is a big mistake that needs to be corrected or I do intend to take legal action. You have no idea the predicament this has placed me into do to the fact I have a child due soon and everything has a place right now. I repeat, I have not been a patient in your hospital, as a matter fact in my youth I was hospitalized a few times and each time it was at Pelham of Greer Hospital and those bills wi, NOT Spartanburg Regional. Again I repeat as well, I do not recognize this garnishment of my taxes and will track down who ever is in a position to correct this or file a suit. This is unacceptable and damaging to me.

  

  Business response

  03/17/2023

  Spartanburg Regional has reviewed Mr. ***** *******’s account and reached out to discuss it with him directly. Pelham Medical Center (in Greer) is a division of Spartanburg Regional Healthcare System and the information in the account is correct. Mr. ******* was given information about the services rendered, details about his statements and information about collection attempts made. Mr. ******* shared at the conclusion of the call that he would contact us back. To date, Spartanburg Regional has not heard back from him.

• Initial Complaint

  02/28/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  First off, if the statute of limitations is 3 years here in SC, Why have Spartanburg Regional Medical Center been taking my state income tax check for the last 10 years? Another thing is, I called last year October to check my balance before the 2023 tax year and she stated that it was only $2100. This account is the result of an accident where I was hit in the back and sustained injuries. I had an hired attorney so they handled the case entirely. They took my state refund which was $1300 and then sent me a letter saying I had a remaining balance of $2870.98. The balance increased from $2100 to $2870.98 after they took my state income tax in the sum of $1300. They sent a letter giving me the new balance, saying it incrued $900 in fees. I had an accident and had attorneys handling the case. Why is Spartanburg Regional Hospital increasing my balance by $900 after they received a $1300 payment. They have been receiving payment every year for the last 10 years in large sums by taking advantage of my state income tax. I can never get them paid because they’re adding outstanding fees to charges I received due to accidents. This is near criminal. If I were to set up a payment plan, which minimally they say I can pay $50/month, that would be a lot less than what they recieve when they take my state income tax every year. So $1300 should be payment enough for them not to throw an extra $900 fee on it. $50/month doesn’t equal to $1300 year so why am I being penalized. They take my money every year and it’s not enough to keep them from adding on more fees. This is robbery!!!

  

  Business response

  03/31/2023

  Spartanburg Regional Healthcare System reached out to Ms. ***** to speak with her directly to explain her balances, where payments were posted and what was outstanding. Information on statue of limitation was also shared. Ms. ***** has information on how to contact us should she have additional questions. This issue is resolved.

• Initial Complaint

  02/09/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Last April ( 2022) i was taken to SRMC emergency room. There was a "pop" i heard in my back and the pain was unbearable. The dr. i seen gave me muscle relaxers, and told me i pulled a muscle. He didnt even xray anything until i had to plead with him to do so. Why should you have to beg a Dr to take an xray????? He still said i had a pulled muscle and sent me home. The pain wasnt getting any better after a few weeks so i went to Dr. E***. Their xray shows a fractured vertabre, and i ended up in a back brace for weeks and weeks. I got better and until recently had not contacted the ER dept. about the misdiagnosis and sub par visit ( in my opinion). I was able to talk to Sharon T*****, the admin for the ER. She was very nice and opened a case for my complaint. They determined my complaint had no merit and that they had given me excellent care. All without seeing my medical records from Dr E***'s office. Seems to be a bit biased and one sided, so i sent them my records and asked for another hearing, since the board wont talk to patients, and again, even after clearly seeing i had a fractured vertabrae and put in a back brace, they still maintained that i got excellent care on my visit, i wasnt misdiagnosed and my complaint still didnt hold water. I have my doubts that they even looked at my records and the cd with the images of my xrays. My complaint has fallen on deaf ears. Theyve charged me to the tune of around 1400 bucks, from what i can see from the bill, and its just not right. I shouldnt have to pay the bill, when i was treated like i was and misdiagnosed, and have to still spend even more money on top of that to find the right care that i needed to get better. This needs to be made right!! I am not a stepping stone for your ER docs!!! Just today, in the mail, i got an envelope from the hospital. It had my cd images on it along with a letter that says their ruling, and the bill, still stands. This is very one sided and it isnt fair in the slightest.

  

  Business response

  03/31/2023

  Spartanburg Regional's EC Guest Services department reviewed Ms. ******* concerns with her directly. This concern may be closed out. 

  Customer response

  03/31/2023

  Better Business Bureau,
  
  I have reviewed the response made by the business, by mail, in reference to complaint ID ********, and find that this resolution is satisfactory to me. The charges have been taken to a zero balance.
  
  Regards,
  
  **** *******

• Initial Complaint

  01/17/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Appointment took place at: Spartanburg Regional Healthcare System *** ******** Ob/Gyn Eastside Medical Group of the Carolinas **** ****** Dr Suite *** Spartanburg, SC 29307. Date of service: 11/17/2022 Account number: ******  I am a self-paying patient, with no medical insurance. The office was aware that I am a self-paying patient with no insurance. I did inquire about what the amount will be before the appointment. I paid for my appointment before service. After the appointment, at checkout window, I asked if there are any additional charges for the appointment. I was told no. After the appointment I received two bills from 3rd parties. One from Labcorp for $498.00 (invoice # ********), the other from ********* Diagnostics for $68.50 (account # *******). At no time during my appointment I was told that there are going to be any additional amounts billed. When I contacted Spartanburg Regional about the ******* bill, their own employee was shocked that my lab test was outsourced. She stated that should have never happened to me as a self-pay patient. She said it would have been much cheaper for the lab to be processed in-house, and that I would have received a 50% discount as a self-paying patient that is paying at the time of service. The employee stated they should have never sent it to *******. All communication attempts to get this resolved with Spartanburg Regional failed. Billing department advised I speak to the nurse to inquire as to why the lab was outsourced. Left a voicemail with the practice manager and it was not returned. Spent a lot of time on hold with Spartanburg Regional with various people, in attempt to get answers and resolve the situation directly with them. Unfortunately the people that I spoke with could not help resolve this, and the people with ability to resolve this I was never able to get a hold of.

  

  Business response

  02/09/2023

  Spartanburg Regional has reviewed this account and is sorry that the patient had a difficult time attempting to resolve this issue. We have contacted the patient directly to discuss her concerns and to handle the balance that is owed. 

  Customer response

  02/09/2023

  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. 
  
  Regards,
  
  ****

• Initial Complaint

  01/12/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I went to Spartanburg Regional Health's Northgrove facility on 11/22/2022 for an echocardiogram. I wasn't informed about the cost of the procedure beforehand and gave them all my insurance information. A month later, I was informed that I owed them $1,597 for the procedure, plus another $398 for the doctor to read the results. I'm a elderly single father and can't afford this. I should have been informed before the procedure since they had all my insurance information at hand. I feel they took advantage of me and I called them and my insurance company to complain, but was told they would report me to a credit agency if I didn't make payment right away.

  

  Business response

  02/09/2023

  Spartanburg Regional has reviewed Mr. *****'s account and has attempted to contact him to discuss this with him directly. Voicemails have been left for him and we have not received any callbacks from him. We have also mailed him a financial aid application for him to fill out and return for our review to evaluate for possible assistance. He has our contact information from our voicemails and in the mail correspondence should he wish to discuss further. 

  Customer response

  02/09/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  
  I called them back numerous times and left voicemails for them, to no avail.  

  
  They send me in the mail a request to provide past year's tax returns and an income statement.  I will not release such documents as it is an invasion of my privacy.  

  
  The issue remains that they did not disclose their fees before the procedure. My daughter had the exact same test from another facility a few weeks ago and they only charged $300.  Spartanburg charged over $3,000 and didn't disclose beforehand.  I would have denied the test if I knew the costs.
  
  Regards,
  
  ****** *****

  

  Business response

  03/08/2023

  Spartanburg Regional Healthcare System (SRHS) documents all telephone encounters and has no record of any voicemails from Mr. *****. SRHS’ most recent voice mail for Mr. ***** was left on Wednesday, March 8 with information on how he can contact us to discuss his account again.
  
  The financial documents we have requested for are part of the financial aid application and are confidential. If Mr. ***** prefers to drop them off in person, he may do so at Beaumont Mill (Attn: Patient Financial Services), located at 700 North Pine Street in Spartanburg, between the hours of 8:30 a.m. and 5 p.m.
  

  Customer response

  03/09/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  
  The issue is simple.  They did not disclose the fees beforehand.  Secondly, my daughter had the exact same test at another facility a week after I did and it cost $300.  Spartanburg charged me $1,500.

  I will NOT be delivering any sensitive tax documents to them, it's an unreasonable demand on their part.  I don't trust their security and the issue I have is that they did not disclose the fees before the test.  

  They are lying if they're saying I've never contacted them.  If that were true, how is it that I set up a payment plan with them?  I spoke with one of their representatives over a month ago about this and she was of no help, and assured me I would need to pay the bill.

  
  Regards,
  
  ****** *****

• Initial Complaint

  09/01/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have outstanding debt with the hospital I asked on the delinquent charges could I set up payments was told no.i do not have 8500.00 dollars.i fo not understand why these bills can not he negotiated for lower amounts.they take my state refund checks gor last 4 years maybe longrr.even though the statue of limitations is 3 years in south carolina. I want to pay what I owe my husband is on social security I am.on disability our finances are not the best.wr both have alot of medicsl.issues and he us going to have yo gave surgery agsin.one lady told me they fo not offer any payment plans but my daughter us on one.vould you please help me to get on one for my past due bills.

  

  Business response

  09/12/2022

  Spartanburg Regional Healthcare System has received this concern and will review this and provide a response this week. 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. ↩