ComplaintsforSpartanburg Regional Healthcare System

• Initial Complaint

  08/22/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On January 27, 2022 I was moved by ambulance to the Emergency Center of ****** ******* ****** located in Greer, SC. Being placed in the emergency waiting room, for chest pains, it was an hour to an hour and thirty minutes before being placed in a room. There was a nurse pre-check to get the basic information, where I already had to dispute and correct an issue concerning the nurse taking my temperature orally as she reported it on her notes as such when she didn't. The room was empty, only an EKG machine was hooked to me. They took blood, for labs, as well as already put an IV in my arm with nothing hooked into it. No offer was made to help me with a urinal test as I had not drunk much before coming in so I could not release anything until about 4 hours later, in which I got smart comments from a nurse who was helping my primary nurse. The physician, named Justin ***** D****, was informed of my last menstrual cycle but put on my visit notes that I had a hysterectomy. That was another issue that I had to get corrected. Not only that, but Dr. D**** only visited the room 1. To introduce himself and took ten seconds and 2. to check on me for another ten seconds, and then ask if I wanted pain killers when I said pain was close to a four, as if he was inferring that was why I was there. The EKG was not hooked to me for the full visit. It was disconnected when I did my urinal test, in which the radiologist tech who came for my chest x-rays noticed that they disconnected the cords from the machine itself, but not me. After connecting to the hospital multiple times, trying to dispute the level 5 charge for a room, I was told the ONLY reason I was being charged was because there was an EKG in the room. I understand I have to pay for a room, and I'm not contesting that, but level 5 is the highest level and I did not receive that care. The room itself is $2,957 before insurance.

  

  Business response

  09/12/2022

  Spartanburg Regional Healthcare System reviewed this information and a letter was sent to ****** ********* on August 25 in response to her concerns.

  The letter stated that her concerns were shared with the appropriate emergency department leaders. The director of the ED also addressed her concerns with the staff and physician with the goal of improving their patient concerns. 

  We are unable to discuss PHI, but the care and charges were appropriate. These details are covered in the letter. Additionally, there is contact information should she have additional questions.

  Thank you.

• Initial Complaint

  06/30/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am a disabled veteran, during the time of some of my issues I had private health coverage. Being 100% disabled veteran the VA covers my Healthcare. So i if I need urgent or emergency care I tell them to file with VA because I will not have any copay. This hospital system on multiple occasions filed with my private insurance which left me with co-pays. And after contacting the VA I have found that they filed VA claims directly to the VA instead of *****. The VA insurance administrator. Which were rejected for not being filed with the right people, I have made many attempts to fix the issue with SRMC but they are oblivious. The VA further informed me that the hospital can't even transcribe authorization numbers correctly in some cases adding one additional number on the end which gets the claim rejected. They are not doing things correctly and furthermore part if the agreement with accepting the VA as a provider, SRMC agrees they will deal directly with the VA to rectify any issues and not take Action directly with the veteran. Instead they seized my State tax refund. On several invoices they show that they have been paid by both the VA and ****. One example... the billed amount was just over $22,000, they received a contracted amount of over $16,000 from **** which left me with a copay, had they done as instructed of filed VA I wouldn't have a copay. (Which is why I always tell them to file VA). BUT, that same invoice shows they also received a $17,000+ payment from the VA. Now they have been paid over$32k for a $22k invoice. Can we say insurance fraud? For charging two different company's and receiving full contracted amounts from two different entities? This is on multiple invoices done the same way. I can't believe a state regulated entity operates this way and strong arm the patient and seizes tax returns so wrongfully. No one at the hospital looks into this to resolve. Perhaps a state audit by the attorney generals is in order!

  

  Business response

  09/19/2022

  Spartanburg Regional Healthcare System reviewed Mr. *****’s account and reached out to discuss his account with him directly. We attempted to contact him four times and left him three voice mails and have not received a return call back yet. We also left contact information with each voice mail. We look forward to assisting and answering questions when we get a return call.

   

   

  Sharon J******
  Director of Communications and Patient Engagement Center | Marketing and Public Relations

  Customer response

  09/19/2022

  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. 
  
  

  They have not attempted to contact me,  my phone is on at all times.  I also do not have any voice-mail. 

   

  Furthermore, their wait times to call customer service are ridiculous. 

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

  

  Business response

  09/20/2022

  Good Morning,

  Spartanburg Regional left voicemails at the number that is listed in his account, which is the same number that was provided in the correspondence with the BBB. Voicemails with return call-back information was left on the following dates:

  July 7, 2022
  July 11, 2022
  July 12, 2022

  An additional call was placed on July 12 in attempt to reach Mr. *****.

  Spartanburg Regional will attempt to reach Mr. ***** again today. Should we not reach him, we will leave him contact information as we have in previous attempts so that he can call us back.

  Thank you.

• Initial Complaint

  04/07/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Spartanburg Regional Health System (SRHS) shows I have an outstanding balance of $4074.67 despite payments made by my insurance company (*****) and myself. As a result, they sent me to a collections agency and have not rectified the situation. On 7/1/21 I went to the SRHS ER due to a potential head injury. I paid a $500 copay. I was then billed full charges for services at the ER even though my copay should have covered all expenses. I have been in communications with *****, the collections agency and billing at the hospital since late 12/21 trying to fix this. Through *****, I learned that my visit to the ER was initially filed as OON. Due to it being an emergency, it should have been filed as in network. ***** refiled and paid SRHS the agreed upon rate. The collections agency then said I would owe an additional $118.57 to fully cover the costs on my account and close out their end. I paid that on 1/10/22. Today is 4/6/22. I am still in collections and still showing a $4074.67 account balance. ***** assured me they have paid all bills pertaining to my ER visit. Over a three way call with both myself and the hospital finance department (3/11/22), ***** verified any remaining information needed to process this error. The information was noted by SRHS financial services and they agreed to send my account up the chain of command to have the situation fixed. I was told I would be called to verify that my account was cleared and removed from collections, it would take 10 business days and to expect a call back by 3/25/22. I just spoke with SRHS financial department (4/6/22) and learned that my account was not sent up the chain of command. I remain in collections and still show an outstanding balance despite my insurance company providing proof of payment. I was again told they would send it through the chain of command and to now wait another 14 business days. Thankfully they said they would call collections to have my account put on hold another 30 days,

  

  Business response

  06/09/2022

  Spartanburg Regional Healthcare System has reviewed this account and attempted to contact Mr. ******* several times, but the voicemail box was full, so we were unable to leave a message. The account was cleared of the service charges related to the visit, following the verification calls with *****. Should Mr. ******* have questions, he has contact information for the Business Office which is located on his bill.

• Initial Complaint

  03/23/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was due a refund for an overpayment in November 2021. The amount was $64.83. After seeing this on MyChart I called and asked how I would receive the refund. They told me it would come in a check by mail. I kept calling until March of 2022 at which point they told me it was applied to an old balance due from "12/11/2008." Yes 2008. They told me that they could garnish my tax returns as far back as 2014 but can't explain how they can take my refund as far back as 2008. They can't explain why ****** ********** didn't pay anything at all on this date of service over 13 years ago and told me that they can't request payment from insurance after this long. This service was for flu vaccines that my insurance had always covered. In 13 years I was never billed for this and my taxes were never garnished. I don't understand how why I was never informed that insurance didn't pay and I don't understand how they can take my money now that is worth much more than it was in 2008. I've made several phone calls for several days and these people are of no help explaining this. I will keep calling every day I'm having a bad day. That's a lot.

  

  Business response

  03/29/2022

  Spartanburg Regional has reviewed this account. Due to the time lapse, the complexity of the situation and overlap of billing systems over the years, we contacted the patient to resolve this issue directly. The patient understands that SRHS is transferring the payment back into her EPIC account, was satisfied and did not have any further questions.

• Initial Complaint

  02/15/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had surgery at the end of 2017. I had reached my out-of-pocket maximum and I was charged $509. 04. Once your out-of-pocket maximum is met, you are covered 100%. Prior to having the surgery, I had to pay almost $1000. At this time, I was told that it would not be any more cost due to reaching my maximum out of pocket. We worked with the insurance company and that's why I had to pay the amount I did prior to the surgery. When I try and talk to them about bills or about coding errors, I get nothing. In February of 2021, I was charged $352.69 for a physical. I have **** and we have free physicals each year. When I called the doctor to make an appointment, I was told that I needed to have my physical done at the same time. I explained to them that with work, I get them free and that they actually come to our office or I can go to ******* ****, *******, etc. I was told by the doctor's office that it would not cost anything. I received a bill, I called them, and nothing. I also have physical therapy bills that I should not owe for Jan 2018, Dec 2017, Nov 2017. I do owe hospital bills, but not for the accounts listed above. I try and talk to them, but they don't listen and they have been rude when I've tried. I shouldn't have to pay what is not owed. Some of these accounts is even in collections. Which is very sad and upsetting.

  

  Business response

  02/25/2022

  Spartanburg Regional Healthcare System reviewed this patient’s accounts and contacted the patient directly to talk to them about her balances. SRHS will be providing additional billing information for her to review and will follow up with her in regards to the preventative visit. SRHS will also continue to communicate with this consumer until all questions and/or disputes are resolved. The patient also knows that she can reach SRHS directly at 864-******** with any questions or concerns that arise as well.

• Initial Complaint

  02/08/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On February 5 2022, I was notified by the IRS that Spartanburg Regional had taken 423 of my taxes from this year. My problem is their was no prior notified and I have been on a payment since the end of 2020. When I try to get in contact with I get different answers. First I told i was sent notified than I was told they can send me out something. Than I was told that it was an old bill that was in collection that couldn't be put on a payment plan. I was out of work for over three months last year and need all my money this year to get back where I need to be.

  

  Business response

  03/07/2022

  Spartanburg Regional has reviewed this concern and is reviewing the account.

• Initial Complaint

  09/30/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am a full time employee with Spartanburg Regional Hospital, I was on my Husbands employers Insurance plan until he left his job on July 2nd 2021, At which time I called my HR department and told them that I and my family needed to be placed on Insurance through SRH, They told me that I would have to wait until my husband recieved his end date letter from his employer. Once I recieved this letter I called again to HR, (August 1st 2021) they instructed me to fill out the proper paperwork and provide the proof of end date of coverage. At that time HR stated that starting August 1st, I was insured, Just make sure I sent in the proper paperwork they needed In which I did, I have talked to HR several times and have sent and recent all the paperwork more times than i can count. Talking to one HR person He stated that all my documents are accounted for! But still stated that I was insured, When we called the Insurance Provider (***********) They stated that there is no Record of ME!

  

  Business response

  10/11/2021

  Good Afternoon,

  
  Spartanburg Regional’s HR department reviewed this associate’s account. The employee’s spouse lost coverage on 7/31/21. Between August 3 and September 9, the employee attempted to submit the necessary documentation required by the health plan provider. The incorrect documents were submitted and the employee did not read all of the notifications and reminders that were sent by the health plan provider. Upon notification of the difficulty, Spartanburg Regional’s HR department spoke with the spouse directly about the needed documents. The documents are in hand now, coverage is approved and everyone is pleased.

  
  

• Initial Complaint

  07/07/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  This hospital system is trying to make me pay them $22,000 for a surgery that was performed on 11/1/19 when I was covered by **** ***** **** ****** of SC. I went to their ER on 10/31/19(4 1/2 hours prior to my insurance coming into effect) and they will not separate the charges for my insurance company to pay their part so I can pay mine. I have been fighting them since 1/2020 and they keep sending in corrected claims to my insurance company with a date of 10/31/19 instead of 11/1/19. They also allowed my insurance company to pay their part of other things that happened on 11/1/19 and I am on a payment plan and making payments for my portion of those charges. Since they will not let myself or my insurance company pay our parts for this surgery, they have turned this $22,000 balance over to a collection agency just this past week. I believe this is illegal for them to try to make me pay for a $22,000 surgery when I had insurance to cover it!

  

  Business response

  07/19/2021

  Spartanburg Regional Healthcare System makes every effort to work directly with patients to resolve their billing concerns. We have reviewed this patient's account and contacted the patient directly to discuss their billing concerns. The patient has also direct contact information for follow up and any additional questions they may have regarding the split claim to insurance for the date covered during this encounter. 

  Customer response

  07/22/2021

  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,
  
  ****** ********

*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. ↩