We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Hospital

Baylor Scott And White Corporate

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Hospital.

Complaints

Customer Complaints Summary

  • 7 total complaints in the last 3 years.
  • 4 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:06/10/2025

    Type:Billing Issues
    Status:
    Unanswered
    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 have been paying monthly to reduce my account balance. Every time I go into my patient portal the balance never decreases, in fact it increases. The charges are for care in 2024. I have been asking for them to mail me an account reconciliation for 3 months and have never received that. I applied for financial assistance and it took months of me following up to eventually being denied. I asked for this denial to be sent by mail and have not received it yet. They email me a copy but I dont have a printer so I cannot print it out.A month ago, an email was sent to me from the billing ***** that my balance had been reduced to $125. I paid $40. & my balance should be $85. Now, they are stating in my patient portal that I owe$260. I emailed them back in this portal that I am only paying the $85. This just seems to be crazy to me- that they are trying to increase my amount owed every time I turn around for 2024 charges.

  • Initial Complaint

    Date:11/21/2024

    Type:Customer Service Issues
    Status:
    Unanswered
    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 son was seen at the ******** urgent / emergency care on 9/16/24. At the time I was self pay due to not having the schools insurance info. He was hurt at a school. I paid a portion and received a bill for his treatment, about a week later i requested an itemized bill for the insurance company. It took me several hours to contact someone as the office kept trying to send me to other numbers just to find out later they could in fact send themselves. This is after several calls and even employees answering and immediately disconnecting. When I submitted the bill received the insurance company requested a itemized bill WITH contact information of the hospital the one sent dod not have any address or number. I then reached out again, after the same run around the lady in the ******** office rudely says she would send and abruptly hangs up. I wait the 5-7 days i expected from the previous request and nothing. I have been calling every number i can find, all redirecting me to the same number in ******** and still no answer. Over and over again they simply disconnect after waiting or send straight to voicemail. No return call from voicemail either. Yet i am still receiving texts and mailed bills for payments.

  • Initial Complaint

    Date:09/13/2024

    Type:Billing Issues
    Status:
    Unanswered
    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 my annual health check with a doctor at Baylor Scott & White Medical Center located at **** * ********** ***, ******** Texas *****.
    A few weeks later I received a bill for $30.83 because they said the insurance did not cover the Comprehensive Metabolic Panel (CMP) which is a basic lab test. I reached out to my insurance Anthem and they explained that the billing code the BS&W used are not preventive diagnosis code (see attached letter from insurance)

    I reached out to BS&W billing dept asking if the procedure is billed as preventative and they confirmed yes but they won't adjust the bill/reverse it.
    They both (Insurance and Hospital) agree that this procedure is preventive and preventative annual health check is covered by my insurance but I am still getting a bill from hospital because the coding issues the hospital and the insurance has. I don't think as the patient I should be responsible for this cost as it is part of my preventative care.

    I have reached out and spoken to the hospital's billing dept many times but to no avail. I even asked them to paused the billing and escalate it to their supervisor/manager until this is resolved. They agreed to have someone call me. I spoke a representative from the hospital on Jun 7, 2024 and I asked her to escalate this to the manager and agreed to. Till today I have not heard back from them on the escalation. When I check my BS&W profile, the billing is paused and showing $0 owed till today (see attachment)

    Today, on Sept 13, 2024 I received an email from their debt collector "Credit Systems International" See attachment.
    What happened to me as a patient is unacceptable and I expect BS&W to resolve this bill/issue immediately. Thank you!

  • Initial Complaint

    Date:07/15/2024

    Type:Billing Issues
    Status:
    Unanswered
    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 *** ********************* on 5/13 for an intractable migraine. I was given medications and released. On 5/15 - I reviewed "my chart" - there I noticed ********************** had charted he had given me a full medical exam. My husband was with me. ********************** NEVER touched me much less examined me. I have brought this to the President and *** of *** ********** attention and the *** has concluded that I just don't recall. I am a healthcare professional and clearly would recall if someone had looked at my tympanic membranes. This is billing fraud. This is the creation of a fraudulent medical record

    Customer Answer

    Date: 08/29/2024

    They have not contacted me - I have escalated this to my insurance company and they are contacting them. I did write an additional letter citing the 21rst century cures act and HIPAA - both of which they are violating at the moment. Thank you

  • Initial Complaint

    Date:05/11/2024

    Type:Billing Issues
    Status:
    Unanswered
    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.
    Account *******. I signed up for payment arrangements and when that happened, the statements stopped coming. I called and discussed my concerns with ******************** in December 2023 and was advised I'd receive my statements. That did not happen. I sent a certified letter. Still no resolution. I want to pay this bill but won't if I don't know the balance nor receive a statements.

  • Initial Complaint

    Date:06/22/2023

    Type:Billing Issues
    Status:
    Unanswered
    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 am being billed for visits that the insurance company had told me would be completed covered. Also I was set up for a payment plan and they sent my bill to a collection agency that has been harassing me for a payment that was scheduled to come out monthly. I was set up for a payment plan and BSW cancelled it saying I wasnt making a high enough payment but atleast I was paying what I could afford. I have been trying to get this billing/statement stuff settled for the last 6 months with no luck and keep getting the run around.

  • Initial Complaint

    Date:02/24/2023

    Type:Billing Issues
    Status:
    Answered
    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 a procedure done in October 2021 at Baylor Scott and White. It was a follow up to my mammogram. I told them I was self pay because I did not have an actual medical policy. I am self employed so I only had a policy where I file the claim with the insurance company and they reimburse me a small amount, similar to AFLAC. The lady said she pulled the policy and they had to file the claim with them. That was the first thing that I was unhappy with. After that, I received a bill which I paid. It's been a while but I believe it was ******. Out of the blue several months later I received another bill for ******. I was unsure what that was for but after a few notices I went ahead and paid it on 10/16/22. I have attached proof. This week, I receive a letter from a collection agency regarding the ****** bill. My credit scores dropped 71 points, from over 800 to 731. I'm shocked because I know I paid the bill. I called and spoke to someone in billing who was talking in circles. He finally said he saw my ****** payment but at that time my account had already been placed with collections so although I specified that the payment go to that bill, they applied it to a current bill that I had just incurred for an MRI/MRA. I asked him for the information to the corporate office which he failed to provide. I had to pay another ******. I am upset and this is the reason why I moved my care from BSW, after 9 years, to another system because there are always billing issues, no one answers calls or calls back and no one can provide answers. I want this negative rating removed from my credit report ASAP and removed from the collection agency. I pay my bills and BSW is the only company that I have issues with. Very unhappy right now.

    Business Response

    Date: 03/01/2023

    The account has been pulled from collections and adjusted to zero. Thank you for brining to our attention.

    Customer Answer

    Date: 03/07/2023

    (The consumer indicated he/she DID NOT accept the response from the business.)
    I've been told that it was pulled from the collection agency but as of right now the account is still showing on my credit bureau report and my credit scores plunged from 800 to 721. I was in the process of getting financing for some equipment for my business and now the interest rate has increased due to the drastic change in my scores. I need this off of my credit report as it should never have been on there. Also, they make it difficult to get explanations of bills. When you call the office, they don't know, they refer you to billing who can't give much information. It's frustrating and I paid in the office when I had the procedure. I was told I was paying in full and then I received a bill afterwards. I don't use BSW for my healthcare any longer because it always seemed as if I was being overcharged/double billed.

Baylor Scott And White Corporate is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.