Complaints
This profile includes complaints for Spartanburg Regional Healthcare System's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 19 total complaints in the last 3 years.
- 7 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:05/07/2025
Type:Billing IssuesStatus: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 had scheduled a procedure that my regular PCP had warranted. The facility scheduling the procedure called and I inquired as to what cost out of pocket would I be expected to pay. The answer was $0. It would be covered completely. The procedure took place on 3/14/25 and on 4/8/25 a bill was generated and sent to my home. This bill said I owe $177.87 for the procedure. I called the facility and was told that they didn't know who I talked to and that I needed to contact my insurance to get something from them. Upon questioning as to what I needed, it was reiterated I needed to contact my insurance and that I should be aware that nothing is free and that I need to pay my percentage due. I called my insurance and spoke with 2 reps, the first one said I was not covered for some injection but she would forward me to claims. The 2nd rep, advised the procedure was covered but I needed to cover the amount set by my insurance via the way it was coded as the procedure that was done. I call back and the medical center rep said, you know when we give a quote about amounts it is only a guesstiment. I am not sure but in my math a guess or estimate for 0 is not near the $177.87 bill received. The rep that stated about guessing amt transferred me to a more senior rep. Well, once again I am told it is the way the insurance coded it and it has to now be paid by co-insurance which is, me. There is no accountability about wrong info and the coding system is a tactic used to confuse. We should not have been quoted a zero fee and be looking at a bill. Their resolution, set up payment arrangements or ask for assistance. There would not be an issue at all, had they honored their word or had given correct information. IT is unacceptable to think that errors can't be made but total disregard as to ownership of bait and switch tactic. I mean I have no clue as to the going rate of my procedure. But now going forward, I feel this medical place is money hungry and takes no corrective action.Business Response
Date: 05/14/2025
Spartanburg Regional has reviewed *** ******** account.
He was having a routine procedure that Medicare covers without imposing
deductibles, which he inquired about (as stated in the complaint) prior to the
procedure. Medicare left him with a coinsurance due to additional services
needed during the procedure. We have attempted calling *** ****** several times
to explain this and have left three voice mails. To date, we have not received
a call back to review this. He has our contact information to reach us. The
charges are appropriate for the services rendered.Initial Complaint
Date:02/07/2025
Type:Customer Service IssuesStatus: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.
Was seem at ER after a car wreck where car was totaled. After sitting in waiting room for 7 hours. The ER doctor Rowland had me in and out within 12 minutes. Did not check anything but said she would send work order for me to get an ultrasound of my leg to check for blood clot for I cant walk. They said within 48 hours I would get a call and scheduled to have that done. Today is February 7th and the place I was being sent to has not recieved anything from that ER doctor. I'm going to file complaint to the board I called them today and they hung up on me 2 times. I don't think some of those people are qualified to work thereBusiness Response
Date: 02/21/2025
We are sorry that *** ****** has had difficulties
recently. Spartanburg Regional has reviewed *** ******** account. Instructions
were provided at discharge and in her ******* patient portal regarding
follow-up. *** ****** is encouraged to contact Guest Services at ************
to further discuss these concerns so that her feedback can be addressed.Initial Complaint
Date:02/06/2025
Type:Billing IssuesStatus: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 had to take my son to Spartanburg Emergency room back in 04-2024. The service was absolutely terrible (we were there for 8 hours). Upon leaving they said the bill would be mailed to me. Upon receiving the bill I paid almost $1,800 on the bill I received and believed to have paid everything off. I then receive an e-mail and text stating that I still owe another $332.03 for the Physicians bill. I never received a physicians bill nor was it disclosed to me. It's been almost 8 months and now I was suppose to receive a bill for this amount, never received it. This is not only unethical but illegal business practice. I would like to have my remaining balance $132.03 forgiven and zeroed out.
Please have the Office of the President give me a call directly to let me know what can be done.
Sincerely,
**** ****** ***** ********** **** ***** ********** ** ***** ************Business Response
Date: 02/24/2025
Spartanburg Regional has reviewed *** ******** account.
Since then, the Business Office and the Guest Services Department have
contacted him directly to discuss the account and concerns. *** ****** has our
contact information if there are additional questions or concerns.Initial Complaint
Date:01/02/2025
Type:Billing IssuesStatus: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 seen in the Pelham ER for difficulty/irregular breathing on 12/15. Dr. Ta, he checked my ears & said that he could not see my eardrums & that there was fluid behind my ears. He did not treat my ears or the breathing issue I was having. Dr. Ta diagnosed me with an upper respiratory infection & laryngitis. For the laryngitis, I was given a dose of IV steroids & a prescription for cough syrup.
I was seen at Prisma Urgent Care the following Tuesday for continued issues with the “upper respiratory infection” I was told I had. The provider I saw diagnosed me with a sinus infection, laryngitis, & walking pneumonia. I was given a prescription for steroids, antibiotics, & an albuterol inhaler. The provider that I saw questioned the care I received in the ER & said that this should have been taken care of at my ER visit. The provider questioned why I was not given medication for my breathing & “upper respiratory infection”.
I was seen at my regular physicians office, Prisma Family Medicine, on 12/27 to follow up on my diagnosis & have my ears checked. The provider I saw could not see my eardrums & questioned why the ER physician did not treat my ears at my ER visit. The provider I saw had to treat my ears in the office & diagnosed me with a double ear infection. I was given another dose of antibiotics. The provider I saw said this should have been treated by the ER physician when he said he couldn’t see my eardrums & that I had fluid behind my ears.
Dr. Ta’s failure to treat my diagnosis correctly resulted in additional doctors visits, medical bills, & time missed from work. Due to the additional expenses and time missed from work as a result of the care I received at my ER visit, I will not be paying the medical bill I received for my ER visit on 12/15. To resolve this, I am requesting that Pelham accept the portion that my insurance paid and write off the rest. I have attempted to contact Pelham Medical Center multiple times and have not gotten a response.Business Response
Date: 02/11/2025
Spartanburg Regional Healthcare System’s Guest Services
Department is actively working on *** ******** concerns and will be contacting
her with information on next steps.Business Response
Date: 02/11/2025
Spartanburg Regional Healthcare System’s Guest Services
Department is actively working on *** ******** concerns and will be contacting
her with information on next steps.Initial Complaint
Date:12/16/2024
Type:Service or Repair IssuesStatus: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.
Received msg via MyChart on 9/23/2024 that order for bone density screening was put in and that Central Scheduling would be contacting me to make appt. No call ever received, contacted Dr Smith’s office again on Oct 13th and was given a number to call to make appt. Made appt for 11/05/2024 and had screening. On 11/12/2024, I received an EOB from our health insurance company which showed I owed over $300 for this screening, which I knew was incorrect as Anthem BCBS completely covers both mammograms and bone density screenings. I contacted Anthem and they confirmed that my benefits does cover that screening but they told me that Dr Smith had coded the order improperly. Instead of coding it as a “screening”, he coded it as “diagnostic” with menopause as the reason code (which makes no sense.). I had my first bone density screening in 2016 as my mother has osteoporosis, and was already osteopenic. As a former nurse, I know how important it is to have that screening every two years so that when it crosses over to osteoporosis, I can begin the necessary treatment for it. I have had bone density screenings every 2 years since then. Dr Smith coded the order for my last bone density screening in July 2022 and we’ve discussed my diagnosis of osteopenia before, so it doesn’t make sense that he would have coded the same screening as “diagnostic”. I have left messages for him at his office. I’ve sent messages to him via MyChart. His MA responded to one message claiming she reached out to billing to correct it, but I had already done that. Billing told me that the charge was based on Dr Smith’s order and that he would have to get involved. I have received 2 notices claiming this $317.67 bill is outstanding when there shouldn’t be a bill at all because of Dr Smith’s error. A BCBS tried to contact him and was on hold for over an hour and finally gave up. Dr Smith’s office is under Spartanburg Regional Hospital System in Spartanburg, SC.Business Response
Date: 12/17/2024
Spartanburg Regional has reviewed this patient’s account.
We have also spoken to the patient directly and verified with her that the
order has been adjusted to reflect that it is being coded as a screening. She
is encouraged to contact the practice directly if she has any further
questions.Customer Answer
Date: 12/17/2024
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.
My doctors office has not spoken to me, nor has the hospital. I received a message on MyChart stating that it will "be reviewed" but the two incorrect bills for both the bone density screening AND the bill from the radiologist who read the screening are still showing as OUTSTANDING on my account in MyChart and continued letters that these bills are now over due are still being sent. I do not find this as being satisfactory. I'd like an apology as well, since everyone I've spoken with has acted as though I'm "causing trouble" instead of requesting that their error be corrected.
Regards,
**** *****Initial Complaint
Date:11/26/2024
Type:Billing IssuesStatus: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 went for a lab appointment on 11-21-2024. I have only a digital copy of my card. I emailed it to the person at check in. I went back for the regular visit on 11-25-2024. My ACTIVE insurance information is on file. On the 11-25-2024 appointment I did not have my phone on me (in the car) . The person at check in stated I need your card. I noticed the person checking in I just gave it 4 days ago. She states they are making them give each time. I was told even though my insurance is active and they have every single bit of information to file a claim. I was told I would have to be "selfpay". What they don't know is my husband is a director of billing. They can't simply make you self pay, because they have the insurance information. They have contracts with BCBS which make this illegal to day. You can simply charge someone cash price when you have your insurance information on file. How many older people or younger would just go along with it and pay the cash price. So it seems like I may need to also report them yo CMS for Medicare and Medicaid fraud. They also have a sign up. What they are doing it not only wrong but illegal.Business Response
Date: 02/11/2025
We have reviewed this patient’s account and it is
currently pending with the patient’s insurance plan.
Spartanburg Regional’s office procedures are to confirm
insurance information before every single appointment. This process involves
collecting, checking and verifying patient information. This happens whether
the patient is new or established. Ensuring correct information each time aids
us in obtaining any necessary authorizations, and to ensure seamless claims
submission and payments. If a patient is unable to provide proof of insurance
at the time of their visit, they may be marked as self-pay until we receive
proof of insurance and verification.
We also offer e-check in for patients through the
MyChart patient portal. Insurance verification is part of the e-check in
process and may be completed ahead of time, prior to appointments. We
appreciate our patients’ assistance with this.Initial Complaint
Date:08/28/2024
Type:Billing IssuesStatus: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.
Our close family had been diagnosed with strep throat diagnosis from ICC WALK IN Visit at MGC Immediate Care Center Eastside. My husband and I both were having some issues, so we decided to go to the same facility since they had the info from our family. After paying the $106.50 each for visit fee (213.00 total), they placed both my husband and I in the same room. The doctor came in and spoke to us for a few minutes and gave me my diagnosis by just talking to me and looking at me from afar. He never put on gloves and gave me an exam in any way. I repeat...he didnt look at my throat, in my ears or even listen to my heart. He ONLY spoke to me from 10ft away. A week later, I see that they charged me "for extra time" the doctor had seen me and I now have a balance due of $137.50 on top of the 106.50 I already paid. I called and spoke to the billing department and asked why I was charged more, since I didnt even get and exam, not to mention that they had 2 patients in the same room and the other didnt get any "extra" charge. They explained that they reviewed the records and that it was correct, they doctor had listed that he spent more time than usual and charged me. I was told at the front counter that I was to pay the $106.50 and then anything extra they "do in the back" with testing/xrays/etc then that would be an extra charge, but didnt have any of those things done. If anything, we should of been discounted for the doc to be able to see 2 patients at the same time! I feel like there is a billing error and no one is willing to take a look and make it right. All I want is for them to remove that additional $137.50 they are charging me.Business Response
Date: 09/05/2024
Spartanburg Regional Healthcare System has reviewed **** ********** account. For privacy purposes, we are unable to discuss the details
of her clinical visit. We contacted her directly to review the charges as they
align with the treatment plans and services delivered. Her health concerns were
addressed during her visit, and she has our contact information should she have
additional questions.Initial Complaint
Date:07/16/2024
Type:Billing IssuesStatus: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.
My husband is a veteran who is 100% permanently and totally disabled. He went to SRMC's ER on 6/27/23 with stroke symptoms, was admitted and then discharged on 6/28/23. I called the VA's hotline, and they sent an authorization number for treatment for the above date range. I also presented my husband's VA ID card at the hospital, and they made a copy and uploaded it on 7/7/23. Now, months later (May 2024), we received a bill for almost $1600 because SRMC billed my husband's insurance instead of the VA and claim that they did not receive an authorization from the VA. When I asked why it took so long to receive a bill, I was told that the insurance took a long time to pay (insurance processed and paid on 8/1/23; so that is untrue). I was initially told that my husband's case with the VA authorization number would be submitted for review, but keep receiving notifications saying the bill is due. When I called again today, I was told that SRMC denied the VA authorization because it was out of the 180 day window, but 1). the VA said that they sent authorization on 6/28/23 (well within the window) 2). We didn't receive a bill until May 2024, making it impossible for us to correct any of this within the window, and 3. SRMC has a notice posted that their system is down making them unable to provide monthly statements. So, we weren't billed because of their billing issue, but we're still expected to stick with a 180 day window? SRMC didn't notify or bill us within 180 days after insurance processed the claim. We're stuck between the hospital claiming they didn't receive the VA authorization number last summer (even though, again, they have my husband's VA ID card on file) and the VA saying that they sent the authorization last summer and have a record of it. I've provided SRMC with the VA's number for that record. We've since had many Prisma Health visits through the VA, and this has never happened there. Of course, they bill and provide statements in a timely manner.Business Response
Date: 07/16/2024
Spartanburg Regional has reviewed this patient’s
account. We apologize for the time lapse that has occurred, and we have reached
out to discuss the bill and concerns with them directly. Adjustments have been
made to this account and the issue is now resolved.Customer Answer
Date: 07/17/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau,
We have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to us.
Regards,
***** *** ***** *****Initial Complaint
Date:02/21/2024
Type:Billing IssuesStatus: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 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
Date: 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
Date: 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 Answer
Date: 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
Date:11/29/2023
Type:Billing IssuesStatus: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.
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
Date: 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 Answer
Date: 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,
***** ******
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