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:03/18/2025

  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.

  I had surgery at Erlanger on 3/28/2024. Both Medicare and ******* *** **** paid Erlanger. Erlanger has continued to send me a bill for $1,275.54. After numerous hours on the phone and a visit to the billing department, I have been unable to resolve this issue. ******* *** **** has sent Erlanger 4 letters to show them I owe $0. Last week, I called ******* *** **** and they faxed the billing department both the Explanation of Benefits and the letter showing I owed $0. This morning I received another phone call from Erlanger billing asking me to pay $1,275.54. I am being harassed to pay money that I don’t owe. I will be finding new doctors in another heath system.

  Business Response

  Date: 04/03/2025

  Ms. ******- I have contacted patient billing on your behalf.  The message I have received is that the account was corrected to show a zero balance
  on 3/18/15.  Someone from our billing department will also be giving you a call.

  Thank you for choosing Erlanger and we apologize for the issue you have had. 

  Customer Answer

  Date: 04/04/2025

  
  
  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:10/28/2024

  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.

  14 June 2024 I went to Erlanger for a colonoscopy and was billed $225 I explained my insurance covered 100%. I was told this is to insure we get paid! On or about 22 July my insurance refused to pay 1 doctor bill due to it being submitted incorrectly. On or about 21 aug I contacted doveted core to my Medicare carrier, was informed of the hospital failing to submit the paperwork correctly. On an about 07 oct my insurance attempted to contact Erlanger billing and was told the paperwork was not resubmitted for insurance payment! When the bill was paid my funds would be returned!
  This seems to be a complete failure on the hospitals billing department as a result are my funds being held so someone can maintain the goals set on their performance management for personal gain on their quarterly bonus program?

  Business Response

  Date: 10/29/2024

  Mr. ******- we have notified our Director of Revenue Cycle.  They have put a hold on the account, we will be refunding your money, and someone should be contacting you about this matter.

  We apologize that you have had this issue with your account. 

   

  Customer Answer

  Date: 11/07/2024

  
  
  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:07/12/2024

  Type:Billing Issues
  Status:

  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.

  My wife - ***** ******** - had labs performed at ******** ******* at Erlanger on 10/12/2023. However, by Erlanger's own admission, these labs were incorrectly ordered - and my wife had to return 2 weeks later to provide an additional sample, so that the correct labs could be completed. However, ******* billed $115 for the original incorrect labs.
  Multiple contacts have been made with the Erlanger office (******** ***** - office manager and others) as well as with *******. These contacts began on 12/18/2023, and have continued to date.
  It has been recognized and never disputed by both Erlanger and ******* that these labs were incorrectly ordered - and multiple times Erlanger and/or ******* has indicated that the charges (now reduced to $78.69) would be written off or otherwise addressed. However, we have recently received a collection notice from ******* - and just this week, received a call from what appears to be an outside collection agency.
  Many contacts have been made to Erlanger and their lab partner to correct this billing issue but it continues. Although promises have been made several times that this issue would be resolved, the situation has escalated to a point where this may very well affect my wife's credit rating. Assistance is requested to have this addressed/resolved.

  Business Response

  Date: 07/26/2024

  Mr. ********, I left you a voice mail message and will call you again shortly.

• Initial Complaint

  Date:08/08/2023

  Type:Billing Issues
  Status:

  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 feel it extremely important to bring the lack of compassion, assistance, customer service, and care received by your facility. Your website states that you provide “world-class, patient-centered care” and that is so far from what my experience has been.
  I am writing in for assistance with your billing department for Erlanger Western Carolina Hospital, in Murphy NC. I filed a dispute against a bill received on 7/6/23; it has been over 30 days and no update on the status of this dispute.
  This dispute was filed after a bill of $1267.12 was received; I had been told twice on a recorded line that there would be no cost to me for the procedure had. In addition to being told this by affiliates of your hospital who were performing the procedure, there are numerous documents around the hospital (including at the check in office) stating the patient will be informed of any/all costs prior to procedure. My procedure date was 4/25/23. I received a bill dated 6/13/23 for the above mentioned sum and had numerous calls with the billing department prior to officially filing a dispute on 7/6/23.
  Since 7/6/23 I have spoken to the billing department associates approximately once a week. In addition to receiving exceptionally poor customer service, I have been told that “the department that oversees disputes does not have a phone line or email address, and cannot be contacted in any way for follow up.”
  The extended timeline of this dispute review (over 30 days at the time of this letter) is absolutely unacceptable and does not prioritize patient care. The lack of customer service received is equally as disappointing. The department handling disputes being isolated and patients told they cannot contact this department brings to light a potentially outdated procedure. In the matters of finance and patient care, one would expect that a hospital would be prioritizing prompt responses.
  As a patient, I did my due diligence to ask the appropriate questions prior to receiving my procedure.

  Business Response

  Date: 08/25/2023

  Ms. ******** ***** ******** with Erlanger Western Carolina Hosptial ************** left you a voice mail yesterday to try connecting with you to discuss your issue.  Please feel free to call her back if you have not already spoken.

• Initial Complaint

  Date:06/13/2023

  Type:Billing Issues
  Status:

  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.

  This office specifically stated they would not schedule me as a new patient visit because I had lab results I could bring with me and I was interested in scheduling a wellness check which is covered by my insurance. I went in for my annual and they miscoded it. I called them and they acknowledged the mistake and said they corrected it. Billing has not made the correction and almost a year later they refuse to follow through or call me back. They are not working ethically at this office and should be audited.

  Business Response

  Date: 07/17/2023

  We will be making an adjustment to this account as a courtesy and someone from our patient financial services will be contacting you. 

• Initial Complaint

  Date:11/08/2022

  Type:Billing Issues
  Status:

  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.

  Ny name is ***** *******. On 8/12/22 I had procedure done at Erlanger East. When I
  woke up trom anesthesia I noticed that one of mine front dental crowns was broken in
  half and other was broken at the gum line. I told Dr. T***** before procedure that I had
  crowns. When he was in the room talking to me before procedure he didn't have a
  computer or any paperwork so I didn't sèe him taking any notes of what I was telling
  him.
  After he found out about my broken crowns he came and took pictures of my teeth with
  his phone and sent them to someone in his office. He kept saying that he will delete
  pictures from his phone. I was still partly sedated and started crying because I was
  confused and embarrassed and couldn't even talk correctly. I asked Dr. T***** do they have preferred dentist I could go to and he just told me to go to my dentist.
  My dentist is closed on Fridays. I called his emergency phone and he ag**** to meet
  me in his office and temporarily fix me up. My husband took me there straight from
  hospital, because I was not supposed to drive. It took a few appointments to fix my teeth
  back to what it was. I do understand that accidents happen, but I feel this was because
  they didn't pay attention. This caused me physical and emotional distress and cost me a
  lot of money. I didn't count on additional dental bill. I would appreciate if some
  arraignment is made so I don't have to suffer extra cost. Erlanger sent me a bill and ACE anesthesia sent me a bill, but nobody wants to pay for my broken crowns. My dental insurance paid some but I still owe my dentist $1700.

  Business Response

  Date: 12/14/2022

  Ms. ******- ACE has been trying to get in touch with you.  They let a voice mail and the attached letter was emailed to you on October 24.  ACE is happy to pay for dental damages caused by one of their providers once they have the dental records and have reviewed.  Please call Kay **** at ************ and she can assist you.

  Thank you, 

  Chris V*****

  Director of Marketing

  Erlanger Health System 

  Customer Answer

  Date: 12/14/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  My name is ***** *******. I was born on **********. 
  On the morning of my procedure on 8/12/2022 Dr.T***** spent less than three minutes in the hospital room with me. I told him I had crowns but believe he didn’t communicate information to his nurse. The last thing anesthesia nurses told me before taking me into surgery was “ we’ll take good care of you.” But they didn’t.
  When I stated waking up from anesthesia one of the nurses noticed my broken crowns. As soon as Dr. T***** was aware of this he stated collecting evidence against me. He took pictures and texted them to Mrs. **** without my permission. I was still half a sleep and couldn’t even hold my head up. He also interrogated my husband and made him feel uncomfortable.
  Later in recovery room he gave me a number to call. I called and it was Mrs. **** and she already new the situation. I could hardly speak and I had a lisp because of broken crowns and I was crying. I asked her do they have dentist to send me to but she kept asking about last 3 years of dental records. She was very rude and saying that I obviously didn’t take care of my teeth. She had zero empathy for my situation. I needed help right away but she kept taking about  last 3 years of dental records. I will not speak or email Mrs.**** again because she already told me her opinion. 
  She was not interested in helping me so I decided to call my dentist who opened his office just to help me the same day. My crowns were porcelain and they were broken with use of force and improper anesthesia technique. They have a picture Dr. T***** took and they can ask a professional dentist for opinion on how did that happened. He will tell them force. I’m not providing them with any more dental records so they can continue to build their case against me.
  I don’t understand that people that caused the incident because of their negligence are also deciding the outcome.
  
  
  
  Sincerely,
  
  
  
  ***** *******