Complaints
This profile includes complaints for Atrium Health's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 146 total complaints in the last 3 years.
- 30 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:05/17/2025
Type:Product 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 to Atrium in ************* NC and did not receive any services instead what I got in the emergency department from the *** was a statement , I bet if I were able to help you right now I would be given a golden star and I would be the bestes person ever I understand that you are sick but there is nothing we can do unless this continues for a month or longer what is it do you want me to do and repated the question several times until I finally anwered and said not a G **** thing and as I was leaving I was ask for payment sorry I owe them not a dime they did not check my temp they did not even look down my throat the only thing I received was someone down talking me I will never recommend anyone to go to that facility ever drs are not drs in there anymore . There facility was dirty and rude never again.Business Response
Date: 05/20/2025
BBB of ***********************
*******************************************************
Matthews, ********
May 19, 2025To whom it may concern:
I am writing in response to the email you sent regarding Atrium Health on 5/19/2025. We appreciate your willingness to take the time to communicate your concerns on behalf of SHEILA SMITH BBB Case #********.
Atrium Health is dedicated to providing our patients with excellent healthcare and being mindful of the cost of care. We appreciate the opportunity to investigate and resolve these concerns. You will be notified upon the resolution of this case.
In the meantime, please do not hesitate to contact me with any questions.
Sincerely,
Customer Care
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************Initial Complaint
Date:05/14/2025
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.
On Oct 31, 2024 my provider sent orders for a *** to Atrium Health Carolinas *************** On Jan 04, 2025 I went in to have this ***. I made the decision to pay $200.00 as an upfront payment (this wasn't required of me). I received a notification after insurance was filed stating the service wasn't covered as I don't have that benefit under my plan. This was never mentioned to me. I was never provided a good faith estimate. I have been told this would be my responsibility and this is suppose to go to collections in the next few weeks. The following is what I have done to try and resolve this issue but no resolution, I have been told I have to pay the balance. I have contacted my insurance Aetna, tried to appeal the denial but it was upheld. I spoke with Atrium customer service, sent several mychart messages to Atrium customer service with no response. I also have now received a bill from Charlotte Radiology for the specialist who read the *** and that company also told me it would be my responsibility. I spoke of the No Surprise Billing Act but mentioning it hasn't helped. I would like for these bills to be adjusted as I was never made aware my benefits would not cover my procedures or I would have went elsewhere. I also believe I should be refunded the $200.00 I paid upfront since these charges should be written off due to negligence on the hospital side and not informed their patient (me).Business Response
Date: 05/14/2025
Acknowledgement letter attached. CMInitial Complaint
Date:04/17/2025
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.
Im an on going patient with a terminal illness so charges can be greater than for most. When a mistake is made through billing code errors the incident automatically goes to their review team for further scrutiny once its processed through insurance and denied. Everyone seems to get 30 days to process at either end of the spectrum between provider and insurance so two months is usually the going rate before patients begin to see their actual payout on claims, this of course is when there are no issues. If it gets denied, same thing occurs making it 4 months or later depending on how long their review team takes to correct the issue. I havent paid for charges accrued for the first 2 months of the year due to errors in coding yet Im already being charged for March and now soon will be April which I refuse to pay on at this point. What this does however is cause issues with any other physicians I may need to see due to copays expected when by now I should have already reached my max payout for the year and this happens every year. Ive neither the time nor the patience for such negligence as Im always told that they have so many more patients in which to deal with which make me believe Im not the only one dealing with this issue even though most people just pay a bill when they see it. My suggestion is you keep track of every visit and charge as theyre created and received by your insurance then compare them to what you see when finally charged. My only concern is they have the audacity to turn unpaid charges over to collection after 4 months. This is totally unacceptable and terminally ill patients should not have to deal with such stress although it seems as if they dont really care as long as they get the money they expect in the end. In closing Id just like to say that all Im trying to do is handle my responsibility by paying my bills on time and they dont seem to care even though its all about the money. Very poor billing operation in my opinion.Business Response
Date: 04/17/2025
Acknowledgement letter attached. CMInitial Complaint
Date:04/13/2025
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.
I am rejecting this response because: Because this was just an acknowledgement letter that they received the complaint. No action or compromise was offered.Business Response
Date: 04/14/2025
Acknowledgement letter attached. CMBusiness Response
Date: 05/02/2025
This has been addressed and closed. The complainant's bill has been reduced from $923 to $39.25. He was contacted on 4/23 and advised of this, and was also told to allow up to 45 days for the new bill to be issued. Thanks, and have a great day!
Initial Complaint
Date:04/09/2025
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.
I am rejecting this response because:
Its doesnt give anything other than they will review. No true answers. Very generic and basic first spot. as crying on the phone I was really confused. She did not turn the note in because she wasnt in terrible pain. But was just a little sore, the athletic trainer at our high school access her records and seen a note from the doctor. She is an employee of atrium. There was no need for this to become what it has become. My daughter missed a game because of an atrium HIPAA violation. I have spoke to the atrium urgent care that we were seen in on Sunday, Ive also spoke to the compliance department at atrium. All employees thus far cannot believe that this happened and everyone that Ive spoken to at atrium said it is illegal for what she did and it is grounds for termination. The lady I spoke with in the compliance department today told me that she would escalate this and it would be investigated tomorrow. But my blood pressure is still boiling over this, to know that an athletic trainer that works for the school can easily access her personal information.Business Response
Date: 04/10/2025
BBB of ***********************
*********************************
******************
Apr 10, 2025To whom it may concern:
I am writing in response to the email you sent regarding Atrium Health on 4/9/2025. We appreciate your willingness to take the time to communicate your concerns on behalf of KARMIN BACHNIK BBB Case #********.
Atrium Health is dedicated to providing our patients with excellent healthcare and being mindful of the cost of care. We appreciate the opportunity to investigate and resolve these concerns. You will be notified upon the resolution of this case.
In the meantime, please do not hesitate to contact me with any questions.
Sincerely,
Customer Care
***********************************************************************
************Business Response
Date: 04/25/2025
This was investigated and closed. The complainant was notified.Initial Complaint
Date:04/07/2025
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 am rejecting this response because:The response give did NOT address the 2 issues addressed in the complaint.
-Was the Name on the claim refiled with the correct patient name, and my husbands name removed. My husband was NOT the patient.
-Was the Date of Birth on the claim refiled with the correct patient Date of Birth, and my husbands Date of Birth removed. My husband was NOT the patient.Response provided.
We have conducted a thorough review of the account balance associated with your visit and determined that either a change has been made or we have had to forward your account to another area for review.
Business Response
Date: 04/10/2025
Apr 10, 2025
Better Business Bureau of Southern Piedmont
*****************************************************
Matthews, NC 28105
Consumer: LAUREN BURNS
Case #********.
To whom it may concern:
I am writing in response to the email you sent to Atrium Health on 4/7/2025. We appreciate your willingness to take the time to communicate your concerns on behalf of LAUREN BURNS BBB Case #********.
We have completed our investigation of the concerns regarding the recent experience at Atrium Health. The complaint has been addressed with the complainant and resolved as of 4/10/2025.
For additional questions or concerns, please reference my contact information below.
Sincerely,
Customer Care
***********************************************************************
************Business Response
Date: 04/15/2025
Apr 10, 2025
Better Business Bureau of Southern Piedmont
**********************************************************
Matthews, NC 28105
Consumer: LAUREN BURNS
Case #********.
To whom it may concern:
I am writing in response to the email you sent to Atrium Health on 4/7/2025. We appreciate your willingness to take the time to communicate your concerns on behalf of LAUREN BURNS BBB Case #********.
We have completed our investigation of the concerns regarding the recent experience at Atrium Health. The complaint has been addressed with the complainant and resolved as of 4/10/2025.
For additional questions or concerns, please reference my contact information below.
Sincerely,
Customer Care
***********************************************************************
************Initial Complaint
Date:04/04/2025
Type:Order 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 am rejecting this response because:The response was an email auto reply that provided no resolution and designed to trick people into having their case closed.
Business Response
Date: 04/07/2025
Acknowledgement letter attached. CMBusiness Response
Date: 04/15/2025
Please see attached business response.Initial Complaint
Date:04/04/2025
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.
Had stitches taken out , a week later my ring finger on left hand swelled up. I went back, they gave each other a look. A week later, i lost ability to walk , numerous swollen joints, they didn't listen to me and pretty much called me crazy . Their negligence literally ruined my life. I can no longer work , can't walk down stairs,Business Response
Date: 04/07/2025
Acknowledgement letter attached. CMInitial Complaint
Date:03/19/2025
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 am rejecting this response because: They are still investigating.Business Response
Date: 03/20/2025
BBB of ***********************
**************************************************************
Matthews, NC 28105
Mar 20, 2025To whom it may concern:
I am writing in response to the email you sent regarding Atrium Health on 3/20/2025. We appreciate your willingness to take the time to communicate your concerns on behalf of SHERAZ SYED BBB Case #********.
Atrium Health is dedicated to providing our patients with excellent healthcare and being mindful of the cost of care. We appreciate the opportunity to investigate and resolve these concerns. You will be notified upon the resolution of this case.
In the meantime, please do not hesitate to contact me with any questions.
Sincerely,
Customer Care
***********************************************************************
************Business Response
Date: 04/07/2025
Resolution letter attached. CMCustomer Answer
Date: 04/07/2025
I am rejecting this response because: The business didn't provide any satisfactory response. They sent me the bill without my approval. I went there only for physical. I asked question to the ** regarding my health and ** charged me for asking question. The ** should have told that it won't be covered under physical exam so I could have make another appointment with **.Thanks,
****** ****
**************
Business Response
Date: 04/15/2025
Please see attached.Customer Answer
Date: 04/15/2025
I am rejecting this response because: The complaint has not addressed and has not resolved.Business Response
Date: 04/15/2025
Please see attached business response.Customer Answer
Date: 04/15/2025
I am rejecting this response because: it is not resolved so business needs to adjust the billing.Business Response
Date: 04/23/2025
****** **** disagrees with the outcome of the resolution. However, the investigation has been completed and the resolution stands.Initial Complaint
Date:03/18/2025
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 paid this already, but they keep billing me. Their own office took my payment over the phone. They want me to pay them twice.Business Response
Date: 03/19/2025
Better Business Bureau of *****************
**********************************************************
******************
Mar 19, 2025Consumer:
Case # 23079932
To whom it may Concern:I am responding to your email sent to Atrium Health on 3/19/2025. We are investigating your concerns and will contact you on or before 4/19/2025.
Atrium Health is dedicated to providing our patients with excellent healthcare and being mindful of the cost of care. Please know that your feedback is important to us, and we appreciate the opportunity to investigate and resolve these concerns.
Atrium Health wants to continue to be your hospital of choice, and I apologize we did not meet your expectations.
Sincerely,
Customer Care
***********************************************************************
************
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