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:12/16/2024

  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.

  I have never had a single complaint about carilon, always have been overall happy with how they handle people and considered their billing practices reasonable. I broke my arm, yes it was expensive but reasonable. However, I recently went to a consultation regarding a recurring sinus issue i had. The entire appointment was maybe 15 min. During which he sent a camera in my nose which took literally 1-2 min total. For this great joy i received a bill for $650. $450 of which was sending a camera in my nose. I cant fathom, what would make this process cost $450. When the whole consultation was $150. I would very much appreciate an evaluation of this specific procedure. Had somebody mentioned that sticking a camera in my nose for 30 seconds would cost me more then a car payment i would have certainly said no thank you.

  

  Business Response

  Date: 12/18/2024

  Carilion Clinic has received your letter dated December 16, 2024, regarding a consumer complaint filed relating to billing. As the letter you provided to us may require review of protected health information, Carilion cannot release such information without an authorization.  As such, Carilion has reached out directly to the individual to review and address any concerns.Sincerely,The Office of Patient Advocacy Carilion Clinic

• Initial Complaint

  Date:03/31/2023

  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 is ongoing issue I've been trying to address for several weeks. I've attempted to reach out to the CEO with no luck. I have made multiple calls and messages to RM billing but to no avail. I am continually charged incorrectly and the appropriate billing steps are not carried out. I have additional coverage that should cover my expenses but Carilion does not get the submission of that information correct nor do they attempt to correct the problem.

  

  Business Response

  Date: 04/12/2023

  We're sorry you are having ongoing issues and want to make you aware that Carilion Billing Customer Service handles all billing related questions and concerns, not the office of the CEO.  We have reviewed your current outstanding accounts and they have all been billed appropriately and the additional coverage you mentioned was not eligible on the current outstanding bills.  If you have any updated billing information, you will need to provide that to our Billing Customer Service Department.   Anytime you receive a billing statement and have concerns, you're more than welcome to contact our Customer Service Billing Office at ************.  Thank you,Carilion Billing Customer Service

  Customer Answer

  Date: 04/12/2023

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  I will speak with the CEO because Billing Dept has proven ineffective at accurately addressing this concern.  I have reapplied for charity care which will cover the outstanding invoices.  Had I been told that charity care expires every 6 months I could have renewed it.  But it went from 1 year renewal to 6 months without any communication of same to me.  The billing department does not understand the matter and takes no steps to resolve it.  No forward thinking plan to assist the patient.  If they had communicated to me that charity care needed to be renewed I would have, obviously.  Bit this billing department does not take initiative or care to assist patients billing issues.  That is why I am going to the CEO office to speak with CEO ***** **** on April 21st.  I need a Supervisor from billing to contact me at ************ to let the collection agency know payment is in process via charity care but because of lack of communication the charity care now must pay retroactively.   Regards, *********** *****