Hospital
CoxHealthImportant information
- Customer Complaint:Read moreConsumers contacting BBB about Cox Health primarily allege difficulty resolving billing errors, some of which include being told a service was covered by insurance when it was not or being charged for free COVID-19 tests. Other consumers complained about service received regarding medical issues. The company has addressed concerns brought to its attention.
Complaints
This profile includes complaints for CoxHealth's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 20 total complaints in the last 3 years.
- 4 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:04/01/2026
Type: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.
REMOVEDHospital continues to bill me for charges that my insurance company has already paid. I have contacted and spoke with the billing service, they stated on March 27th, that they, "just received that payment." REMOVEDpaid the bill on 3/10/2026. This is not the only bill that has been billed multiple times. I have had to call on several of our bills, throughout the last 6 years, due to double billing and not crediting out accounts. It seems that REMOVEDis incapable of billing correctly and/or crediting accounts for payments made. I paid my copay the day I was seen in their physical therapy department on 3/18/2026, it has yet to be credited my account. I have the receipt. I am afraid that most individual might being paying for serves that their insurance companies have already paid. Double billing is a major scam!It's not just the one bill! my complaint is their BILLING Practices! If this was REMOVED/REMOVEDwould there not be questions asked?Business Response
Date: 04/07/2026
CoxHealth takes billing accuracy and patient concerns seriously and appreciates the opportunity to respond.
The statement referenced in this complaint was generated during a system transition and did not reflect the patients final financial responsibility. On March 1, 2026, CoxHealth transitioned to a new electronic medical record and billing system (Epic). REMOVEDreceived services on February 9, 2026. Upon the March 1 transition,the charges for these services flowed through REMOVED, automatically generating a statement. At the time of the statement was generated, the insurance payment for Ms. REMOVEDaccount had not yet posted in Epics system. Once insurance processing was complete, the correct total responsibility was determined to be $250.00, as reflected on the REMOVEDBlue Shield Explanation of Benefits submitted with the complaint. Ms. REMOVEDaccount has been adjusted appropriately to include the insurance payment.
Ms. REMOVEDalso came in for services on September 1, 2025. Insurance payment for that date of service processed on February 27, 2026, leaving a patient balance of $50.00. Like the February 9 date of service, when charges related to the September 1, 2025, date of service flowed to Epic, a statement was automatically generated before the insurance payment could be posted. Ms. REMOVEDaccount has since been updated to reflect the proper patient responsibility of $50.00 for the September 1 date of service.
The complaint and supporting documentation also reference two $50.00 payments, one from August 15, 2025, and the other from February 4, 2026. Both payments have been verified and properly credited to Ms. REMOVEDaccount. The total outstanding balance remains $300.00 - $250.00 relating to the February 9, 2026, date of service and $50.00 relating to the September 1, 2025, date of service.
This issue resulted from the timing of payment posting during a system conversion and does not reflect double billing or an attempt to collect payments already made. CoxHealth maintains safeguards to ensure accounts are reconciled accurately once insurance payments and patient payments are fully processed. CoxHealth remains compliant with all applicable billing requirements, including those governing commercial insurance, REMOVED, and REMOVED
CoxHealth regrets any confusion or distress this situation may have caused and appreciates the opportunity to clarify and resolve the matter. The patients account now accurately reflects all payments and the correct patient balance.Initial Complaint
Date:03/20/2026
Type: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.
CoxHealth misplaced funds! I have maintained an automatic $50/month payment plan for my son's hospital bill, with every payment successfully withdrawn on time, including the February 11, 2026 withdrawal.On February 20, 2026, I received a FINAL NOTICE (issued Feb 13) stating the payment was not received. Bank records confirm the $50 was debited February 11. I sent multiple emails with proof, but on February 23, billing stated the account was sent to collections three days earlierdespite the recent REMOVEDof March 20, 2026, the payment remains unapplied. This appears to be CoxHealth's processing error, as I have paid on time every month. The premature collections action is damaging my credit.I have filed complaints with:REMOVED(REMOVED)The debt collector I demand immediate action:Locate/apply the Feb 11 payment and confirm prior payments.Reinstate account to good standing.Recall from collections and cease all activity.Provide written confirmation and correct/remove any negative credit reporting.I have bank statements and email records as proof.Business Response
Date: 04/03/2026
Good afternoon, this complaint was just received as I have been out of the country. It looks like the complaint was also sent to REMOVED, but REMOVEDhas not been employed by REMOVEDsince December 2025. Accordingly, going forward, please include REMOVEDat REMOVEDon all BBB complaints.
We will get this account sent off for review, but we will need an additional week or so to respond since it's just received this date. Thank you.
Business Response
Date: 04/07/2026
CoxHealth appreciates the opportunity to respond and clarify this matter.
CoxHealth and Cox Medical Group are separate billing entities. Hospital, facility charges owed to CoxHealth and professional, provider charges owed to Cox Medical Group are billed, managed,and collected independently.
The patient has maintained an active $50 monthly payment plan for the hospital balance. The February 2026 payment was received and applied appropriately, and the hospital account remains in good standing. The hospital balance has not been referred to collections.
The account referenced in collections relates to professional/provider services billed by Cox Medical Group, not the hospital account. The patient declined to establish a payment plan for the provider balance, and after routine billing activity, that account was referred to a third-party collection agency in accordance with standard billing practices.
CoxHealth understands the confusion that can arise when multiple billing entities are involved and regrets any frustration this may have caused.Customer Answer
Date: 04/08/2026
Complaint: 24664256
I have reviewed the business' response and am rejecting it because:
Your statement is completely false. I had combined billing on this account. Maintained $50 payment each month on a $4,281.59 account balance (image of bill provided). You "misplaced" the $50 payment Feb 12th, and sent this account to collections within 1 week of you "misplacing" the payment. You unjustly separated the bills and now within days after I filed a complaint with the Attorney General, REMOVED, BBB, and with the REMOVED- is when you "generously" found the payment, yet only brought the small bill back from collections when in fact both bills were in good standing as a combined bill. This is a very poor way to try and save your erroneous mistake.
Sincerely,
REMOVEDPatarakBusiness Response
Date: 04/14/2026
To prepare our initial response, we evaluated all of Ms. REMOVEDoutstanding accounts. This included charges for Ms. REMOVEDmedical services rendered on or about February 21, 2025, under Account Nos. REMOVEDand REMOVED. These accounts are for professional fees through Cox Medical Group, not hospital facility charges. As indicated in our initial response, Ms. REMOVEDdoes not have a payment plan set up related to her outstanding balance with Cox Medical Group. This may cause Ms. REMOVEDto receive additional statements.
After receiving her additional response, we have reviewed accounts where Ms. REMOVEDserves as guarantor. She has an ongoing payment plan of $50.00 per month on Account No. REMOVEDrelated to her sons outstanding medical debt. On or about February 13, 2026, Ms. REMOVEDreceived a Final Notice from CoxHealth, indicating that her sons account may be sent to collections if payment was not received. Subsequently, Ms. REMOVEDreceived two letters from third party debt collector, REMOVEDattempting to collect on the account.
Ms.REMOVEDreached out to CoxHealth via email on March 20, 2026, to verify that she had made her February payment timely and request that the account be returned to good standing. CoxHealth conducted a review with REMOVEDconfirming receipt of Ms. REMOVEDFebruary 2026 payment. At the time the notices went out and at the time of Ms. REMOVEDemail to CoxHealth, Ms. REMOVEDFebruary payment had not yet posted to her sons account. On March 1, 2026, CoxHealth went through a systemwide transition of its electronic medical record which may have affected the timely posting of Ms. REMOVEDpayment. After speaking with Ms. REMOVEDCoxHealth was able to find the missing payment and promptly apply it to the account. The account was returned to good standing and pulled back from REMOVED. Any collection activity related to that account has been reversed.
CoxHealth sincerely apologizes for the distress and confusion this may have caused REMOVEDThe resolution of this issue was confirmed directly with Ms. REMOVEDover the phone on March 26, 2026. She expressed her satisfaction with the resolution. CoxHealth remains committed to working with patients to resolve billing concerns when questions arise.Initial Complaint
Date:09/29/2025
Type: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.
Went to the REMOVEDfor severe abdominal pain, crying and screaming when we went in. Was triaged in the waiting room for over 13 hours. I was not examined nor was I given medicine for the severe pain. They drew a few vials of blood and took my vitals 3-4 times in the 13 hours. I was then taken back where the doctor rudely asked if I was pregnant when told no he also said very rudely "we'll see about that." Then he left and I was immediately discharged. Upon further investigation I found my blood test results were not normal. Filed a complaint through the hospital, they investigated and told me everything that happened, should have happened and I need to pay for the visit. I disagree with this decision, as I was suffering in the REMOVEDwaiting room for over 13 hours. I was also never treated, I do not want to pay for care I did not receive. I would like the bill to be waved and for an investigation to take place about REMOVEDwait times and proper care given to those who are triaged.Business Response
Date: 10/10/2025
Thank you for the opportunity to respond to this complaint. CoxHealth has reviewed this complaint in full and communicated with relevant departments as part of its review of same. CoxHealth can not discuss health information and data of a patient in a public forum without the patient's express consent. Out of an abundance of caution, the recitation of care and facts related will not be recited here, although this patient did receive a thorough response discussing her care in full in a personal letter sent to her.
It appears this patient's first complaint about the care she recieved was made on August 13, 2025, 90 days after the date of service, and after the bill was sent to her. Her first complaint stated that she did not want to pay her bill. Her billing waiver request was denied, and she was notified of this determination via letter which also contained a thorough review of the quality of care provided.
Certainly, CoxHealth appreciates Patient's frustration and regrets that any part of her experience was less than what she expected.
Customer Answer
Date: 10/20/2025
Better Business Bureau:
I have reviewed the business' response regarding complaint ID REMOVEDand while I am not satisfied with this answer, I would like to close the case here.
Sincerely,
REMOVEDInitial Complaint
Date:07/22/2025
Type: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 went to the hospital as a place to get lab work done for my doctor. I asked specifically if they accepted my current insurance. They said they did and it wouldnt be a problem. It was a lie. They did not accept my insurance and are now charging me over 1000$ for simple labs. I have never paid over 30$ for lab work. I would have never gotten my lab work done there if I knew that my insurance was not accepted. I would have gone somewhere else. This is not fair to the consumer if lies are told.Business Response
Date: 10/10/2025
Thank you for the opportunity to respond to this complaint. CoxHealth has reached out to REMOVEDand conducted its own internal investigation into this complaint.
It appears this patient initially contacted us on July 21, 2025 regarding a billing dispute.On July 22, 2025, we escalated the issue to our REMOVEDteam for further review, as there was a note indicating that an estimate had not been provided. Following the review, on July 23, 2025, we adjusted the full balance of $1,017.12, as the patient had apparently been incorrectly informed at check-in that their Ambetter insurance was in-network.
A callback request was sent to advise the patient, but I do not see that we were able to speak with her. There was a second attempt to contact her on September 29, 2025 that was also unsuccessful. A voicemail was left both times with a request that the patient return the call. There is no record that she did so.
Certainly, CoxHealth appreciates the frustration and would always like the opportunity to communicate with patients regarding any concerns over billing. We were unable to verify that the patient was informed that her insurance would be accepted, but certainly have no reason to question the patient's recollection that she was misinformed. At any rate, CoxHealth would always appreciate the opportunity to communicate with patients with any questions or concerns over billing, but have not been able to accomplish that with this particular patient.Customer Answer
Date: 10/10/2025
Better Business Bureau:
I have reviewed the business' response regarding complaint ID REMOVEDand am satisfied with this resolution.
Sincerely,
REMOVEDInitial Complaint
Date:11/05/2024
Type: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 had surgery back in May of this year ( 2024) I have been making payments on my surgery every single month on time. One day I go into my portal and my balance is gone. I call and they tell me that regardless if I was making payments, they moved the balance to there in house office that handled balances being paid off. The only reason? I didnt set up a payment plan and was going in every month to make a payment instead. I asked if there was a way to reverse this decision and they said no. So now I have to pay off my entire balance in 5 months and if I dont they said they will report it to my credit. Which should seem illegal.Business Response
Date: 11/15/2024
Good morning, we need some additional time to respond to Ms. REMOVEDcomplaint. A 7 day turn around time is a short time period to allow for review of the account(s) and drafting and final approval of the response within multiple departments. Please advise if we can have an additional 7 days. Thank you.Business Response
Date: 11/21/2024
A detailed response to this complaint has been attached.Initial Complaint
Date:08/23/2024
Type: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.
With Insurance this hospital provided me with a cost estimate of $697 for annual preventative bloodwork.(labs.) Across town at the health department, it cost $35.Barton county Hospital should not be allowed to rob peopleBusiness Response
Date: 09/17/2024
Good morning, our REMOVEDhas been reviewing Mr. REMOVEDaccounts. We have been unable to locate the charge that he referenced in his complaint. Is it possible that Mr. REMOVEDcomplaint entailed what CoxHealth "would" have charged if the service was performed here or did he actually have the annual bloodwork and if so, what is his date of service for these labs?
Thank you for any additional information and details that you can provide. We will get a more thorough review and response on file once we receive this information.
Initial Complaint
Date:08/15/2024
Type: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.
Billing errors and double charges and or charges that were added for services i did not recieve.Business Response
Date: 09/17/2024
Good morning, would it be possible to obtain additional and sufficient information to allow our patient financial services department to review Mr. REMOVEDaccounts.
His complaint references billing errors and double charges and billing for services he did not receive. We will need the dates of service for these alleged errors as well as information about what services he was billed for but did not receive. If you can provide this information, we can proceed with an account review. Thanks so much.
Initial Complaint
Date:07/31/2024
Type: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 visited the REMOVEDurgent care at REMOVEDSouth in February. I visited with a physician maybe for 5 minutes. I was billed for an emergency room visit and I was billed $298. My insurance wont pay because it was billed as an emergency room visit. I have been paying this monthly, but they say they will refer the issue to a collection agency no matter how much I have payed unless I pay it in full. I dont see how an urgent care visit turns into an emergency room visit. The emergency room entrance is on the other side of the hospital. I was billed $300 for a 5 minute visit!Business Response
Date: 08/09/2024
August 8, 2024
Better Business Bureau
Dispute Resolution Department
REMOVEDRE: Complaint ID: REMOVED
Customer Info: REMOVED
To Whom It May Concern:
CoxHealth is in receipt of the above-referenced complaint wherein you have
attached Mr. REMOVEDcomplaint and requested that CoxHealth provide a written
response. Please accept this letter as our response.
I have had an opportunity to thoroughly review the allegations outlined in Mr. REMOVEDcomplaint, which include allegations that following his visit to the REMOVEDSouth
REMOVEDthat the bill submitted to his insurance detailed Emergency Room
Services. REMOVEDfurther stated that his deductible for an Emergency Room visit is
much higher than the deductible for an REMOVEDvisit.The REMOVEDat the REMOVEDCenter where REMOVEDwent for his visit is
located on the same campus as our Hospital REMOVEDIt is important to
note that the CoxHealth REMOVEDCenter is operated pursuant to the provider-based
billing model defined by the Centers for REMOVEDand Medical Services (CMS),
whereby the clinic functions as an outpatient department of the hospital as opposed to a
traditional, independent or freestanding clinic. In the provider-based billing model, also,
commonly referred to as hospital outpatient billing, patients may be subject to a higher
deductible and will receive two charges for services provided. One charge represents the
facility charge and one charge represents the physician fee. This causes a patient to
receive two separate charges, potentially two co-payments and typically two bills.
CoxHealths use of this billing model follows the guidelines set out by CMS which is
widely used and recognized throughout the country. However, as required by CMS, there
is signage in our REMOVEDCenter that advises patients they are in an outpatient
department of the hospital and they will receive two bills for the services rendered within
that department. Our billing practices comport with the law and are appropriate.I have noted that REMOVEDhas requested that the REMOVEDcharges be
submitted to his insurance. However, we have confirmed that his February 26, 2024 visit
was submitted to his insurance provider (Anthem BCBS). The insurance company
processed the claim but did not submit payment towards said claim. Accordingly, the
Anthem BC/BS contract adjustment of $40.65. was applied to his balance. As of this
date, REMOVEDhas a remaining balance of $200.00 for this visit. If REMOVEDwould like
to set up a payment arrangement, we will gladly work with him.At CoxHealth we are committed to providing great healthcare and we are always
trying to improve how we serve our patients. We apologize for any distress and
frustration REMOVEDhas experienced.
Best REMOVEDServiceCustomer Answer
Date: 08/10/2024
Complaint: 22074276
I have reviewed the business' response and am rejecting it because:
There was not 2 separate charges, there was was 1 line, Emergency Room visit. Since it says Emergency Room visit my deductible is $250. If the statement had said urgent care visit, no matter the amount, my deductible would have been $40 and my insurance would have paid the remainder of the balance. Urgent care visit, my responsibility is $40, Emergency Room visit, my responsibility is $250. Im in no way saying they shouldnt be paid. Im saying the way they code the visit changes what the insurance pays and doesnt pay. The exact reason my insurance didnt pay was it was submitted as an emergency room visit. I dont understand how an visit to urgent care, what Id above the door is coded and billed as n emergency room visit.
Sincerely,
REMOVEDBusiness Response
Date: 08/29/2024
A subsequent and final response is attached to REMOVED2nd letter. Thank you.Initial Complaint
Date:03/23/2024
Type: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.
Issue is medical debt being applied to account and when bills were being payed the money was not going to the oldest accounts. Also we are being billed for REMOVEDkids that have not been in the home in over 3 years. When calling they say it will be resolved in 2 weeks but still fighting REMOVEDon the medical side of the buisness.Initial Complaint
Date:01/07/2024
Type: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 received emergency services 2/18/2022. Billing was received, a payment plan was set up to pay in monthly installments automatically withdrawn from my bank account. REMOVEDwas filed and in August of 2022 my automatic payment did not withdraw from my account. I called REMOVEDbilling and was told my balance was now zero and no further payments were needed. I received a new bill for the full amount of services for the exact same date on January 6, REMOVED. No bills or statements were sent to me between 8/2022 and 1/REMOVED. The matter was resolved on my end when REMOVEDbilling told me my balance was zero in August 2022 and they discontinued taking monthly payments from my bank account. Now the business appears to be charging me twice for services that took place almost two years ago after they told me my account was at zero.Business Response
Date: 01/18/2024
REMOVEDserif;">We received and thoroughly reviewed complaint #21108014.
REMOVEDserif;">
REMOVEDserif;">In response, we reached out to patient via telephone and its our understanding this matter has been resolved to patients satisfaction.
REMOVEDserif;">
REMOVEDserif;">At CoxHealth we are committed to providing great healthcare and we are always trying to improve how we serve our patients. We apologize for any distress and/or frustration that patient may have experienced.
REMOVEDserif;">
REMOVEDserif;">
REMOVEDserif;">Best Regards,
REMOVEDserif;">
REMOVEDserif;">Patient Financial Services
REMOVEDalign="left" REMOVEDstyle="line-height: 16pt;">
REMOVEDserif;">Denea Fuson
REMOVED>Assistant General Counsel, Legal Department
REMOVED>Fax: REMOVED| Mobile: REMOVED
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crossorigin="use-credentials" fetchpriority="high" class="Do8Zj"
style="height: auto;">Customer Answer
Date: 01/18/2024
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID REMOVED, and find that this resolution is satisfactory to me.
Sincerely,
REMOVED
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