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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
07/30/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
On May 23, 2024, I received a heart echo at Norton SCC Louisville. A few days later, I received a bill for $4,730. My insurance covered $3,000, leaving me with a debt of $1,729.10. This amount is significantly higher than the typical charge for this service at other facilities. For comparison, I previously had an echo at another facility, and they charged approximately $450 for the same service. After a quick research, I found (see attached) that Norton charged me more than 10 times the fair market value for this service. Additionally, I came across an investigative article from ********** ****** *****, which highlights that Norton Healthcare has a history of suing patients for unpaid medical bills, despite many of these patients being eligible for financial assistance or free care. The article points out that Norton Healthcare has been criticized for its aggressive billing practices, and experts have noted that the hospital could have provided free care to those in need but chose to pursue payments instead. The full article can be read here: ************************************************************************************************************************************************************* I have also requested several times for a detailed itemized bill. The itemized bill provided to me is incomplete and does not contain all the hospital charges. As a patient, it is my right to understand what I am being charged for, and I find it unacceptable that this information has not been fully disclosed. Given this context, I am requesting a review and correction of my bill. The charge of $4,730 is not in line with the fair market value for this service, and I am not willing to pay an amount that is significantly inflated. Furthermore, I insist on receiving a complete and detailed itemized bill that includes all hospital charges. Thank you for your attention to this matter. Sincerely, ***** *******
Business response
08/12/2024
The amount a patient pays is dependent on the insurance plan and any deductible not met, not on the billed amount. An estimate for the cost of the procedure was mailed prior to the test. Our records show that detail was sent in early June and reviewed online in early July. It was also mailed to the address on file. A supervisor has reached out three times to discuss financial assistance, but has not received a call back. Anyone may apply for financial assistance at ********************************-. We are happy to discuss with the consumer more and provide help with the process. Please reach out to the billing office number listed on any documentation received.Initial Complaint
06/20/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
On Sunday, March 31, 2024, I started to experience a large amount of bleeding vaginally. I had experienced an incomplete miscarriage and was now having the rest. I was experiencing symptoms that my doctors had said to go to the ER for. I went to Norton Women and Children's hospital. They took me back and they took blood, did an ultrasound, and sent me home with a prescription for a medication that I am allergic to, always have been, and is noted in my chart. The doctor who saw me even mentioned it when discussing what to give me. Let me be clear: I was in labor pains, giving birth to tennis-ball sized clots. The doctor never touched me or examined me. The pharmacy would not fill the prescription because it had that medication that I am allergic to. I have been in contact with the hospital because of the bill that I received for this extreme lack of care - and they are stating that I am not allergic to this medication and should pay. If hospitals are businesses, they should be treated as such. I received a letter after my initial complaint (before receiving the bill) stating that they had tried to call me to investigate but I had not picked up, when I never received any such phone call. I am including the letter and the response from customer service where they claim that I don't have an allergy, as well as the full account of my ER trip that I had sent to Norton.Business response
07/16/2024
We have attempted to contact the consumer, and have left a message on the number listed in the patient record. We have not received a return call. Upon review of the complaint and the medical records, care given was appropriate for the situation. That determination was made by an independent physician. We regret that the care provided did not meet your expectation.Initial Complaint
06/19/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
No physical bill for the amount of $44.14 ever seen or sent to my mailing address. Norton's Clark sent it to collections. I received a bill from this collection agency for the above amount. I have paid thousands in medical bills for 2023. My credit score is ***. I Could not tell where the inttial bill came from. The collections letter listed a false acct number and or reference. The original billing from the specific Dr office / practice was abbreviated so it was difficult to trace. I think they could be more upfront with long standing and when every bill in the past has been paid in full and on time. I'm going to go to ******* **** for better customer relations and respect.Business response
06/25/2024
Upon review of the account, the patient had two outstanding invoices very similar in amounts. One was from the hospital and the second was from the physician's office. Patient billing contacted the patient to clarify and both invoices have been paid in full. Patient finance notified the 3rd party collector that the invoice has been pain in full.Customer response
06/26/2024
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,
********* ********If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration.Initial Complaint
05/21/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
This complaint is about APRN ***** ** ******* at Norton Immediate Care in Shelbyville, KY. I visited this office with a painful rash like area and swelling around my left eyebrow. APRN ******* dismissed all of my questions and concerns stating that it was a “skin infection.” I asked her if it had a name and she did not provide one. I expressed to her the anxiety I was having not knowing what was going on and even asked if it could be shingles. Her response to the last question was no and her response to my explanations of anxiety was just to stare at me. She never got close to my face to examine the area at all. I ended up going to a different Norton immediate care 2 days later and was, in fact, diagnosed with shingles. I was told that catching it earlier could have prevented some of my swelling and discomfort. I am disappointed and shocked that a professional in the medical field would not do her due diligence to even attempt to figure out what was going on. On my release paperwork that day she labeled it as cellulitis, however she never mentioned that to me in the appointment despite my having asked the name of then infection. I never write complaints or bad reviews, but this has to do with my health and I feel that APRN ******* was negligent in her practice and did not give me the proper care I required. I appreciate the time and concern of the person(s) who reads this.Business response
05/28/2024
The manager of the practice has called and spoken with the consumer to assure we have heard their concerns. The consumer expressed satisfaction with the follow-up over the phone.Initial Complaint
03/13/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
This is in regards to dr. **** ********* office. Several of my family member are patients of hers and I’ve been trying to establish care. I have been calling the office for about a week and have left several messages and cannot get a call back. After speaking to family and reading reviews this is a common problem. I have heard wonderful things about this doctor. If they’re not going to answer the phone or return calls there needs to be a way to schedule online or email or something. The reviews regarding this go far back so i figure someone needs to say something. Thank you!Business response
03/14/2024
Thank you for reaching out. We apologize for any frustration as it appears your message was not in the system. We have since left you a few voicemails and hope to have the chance to serve your health care needs.Initial Complaint
02/16/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I had a Psychiatric diagnostic eval on 5/27/2022 with Norton's Healthcare and they never billed ******** ********** ******. I am now stuck with a $620 bill and collection harassment from *** collections. I have spoken with ******** and it is now past 360 days so they will not pay it. ******** confirmed 2/7/24 they never received a bill from Norton's healthcare and this dates back to May 27, 2022. ******** gave me a call reference number for the call confirming they never received the bill. confirm # **********. ******** said Norton's or whomever can call to verify we spoke about this. The woman I spoke to @ Nortons was rude and kept saying they submitted it. When I found out that I owed Norton's back in March of 2023, I sent letter to *** and Norton's to bill ********, see attached. Norton’s never billed them. I suffer from depression and anxiety, and I do not think it is fair that Norton's did not bill this appointment and I am left with a bill I can't afford and have it mess up my credit. I want Norton's to relieve me of this bill since it was not handled correctly, I want a letter from Norton's stating that I am relieved of it for my protection. I also would like them to contact the debt collector *** and let them know the debt is forgiven. My doctor at the time was ****** ******** and he approved that I did need a physic evaluation due to having issues with anxiety and depression and for the medicine I am on. If I knew I would be stuck with the bill I would not have gone through with it. This is why people opt out of getting help, people can't afford it. Also, I worked and paid into insurance for doctors’ visits, why would I pay for it out of pocket? Insurance costs are too expensive, that is why I had insurance for that visit. My account :********* with Norton's My insurance at that time: **** ********** ****** ******** ************* ***** ** ***** Please see attached paperwork. Thank you very much for your help.Business response
02/28/2024
We are investigating this situation and have reached out to the consumer.Customer response
03/13/2024
Complaint: ********
I am rejecting this response because: I am rejecting this because I did speak to a **** * ************. **** called me on 2/28/24 @ 12:34pm. I did not answer because I was at work and we can’t have phones. I did return her call on 3/5/24 @ 8:51am. She said she needed to look into what happened and she would get back to me. I have not heard back as of 3/7. Also, the their response states, the calls have stopped and something about ***, I need something mailed to me in writing please.
Sincerely,
********* *****Business response
03/14/2024
The consumer has been contacted again and the issue has been addressed. Per the request, documentation is being sent in writing.Initial Complaint
01/03/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I was seen in the emergency room on 12/10/22 following a fall. I provided my insurance information and this was never billed. I received terrible care and inadequate education which resulted in complications following the injury.Business response
01/10/2024
We have reached out to the consumer and are working through all of the issues to come to a resolution.Initial Complaint
11/09/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
On October 27th I took my 87-year-old mother to Norton Audubon Hospital. She was vomiting, had extreme abdominal pain, and was constipated. We spent 12 hours in the ER, never saw a doctor, and rarely saw a nurse. My mother was extremely dehydrated and was in intense pain. At no point during our entire stay was she given an IV, or even offered a drink of water. She was given no meds whatsoever. Nothing for her pain and nothing for nausea. I had to buy water from a vending machine to keep her hydrated. Our nurses kept telling us how busy they were and for the most part, nowhere to be found. She was sent for a c-scan and blood work was drawn. We were never told the results and at no point did we speak with a doctor, even though I explicitly asked for one. I have scoured the internet looking for a patient advocate for this hospital. Nothing. I've filled out their complaint forms and asked to be contacted. No response. I called the Compliance Hotline listed on their 'patient-rights-responsibilities' feedback form and no one answered. You should be a lot better than this. We ask for nothing but at the very least an apology would be well received.Business response
11/10/2023
The department manager has reached out to discuss the issue with the consumer per the request. We appreciate the willingness to have a conversation.Customer response
11/13/2023
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,
******* *********If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration.Initial Complaint
08/14/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
I have seen a specialist at Norton Healthcare for several years who is located at an office building next to the Brownsboro location. I have always paid a specialist co-pay with my insurance. However, now in an attempt to be extremely greedy and unethical, Norton is trying to bill my insurance and myself a hospital fee because this is where the doctor's regular office is located. This is absolutely ludicrous and unacceptable. I am literally walking into a doctors office for a 10 min normal check-in visit and they are trying to price gouge people.Business response
08/17/2023
We have spoken with the consumer and explained the charges. Before any care is given, consumers are made aware if a visit will be classified as a hospital-based service. This can cause a difference in normal office visit charges and is dependent upon the individual’s healthcare insurance plan.Customer response
08/17/2023
Complaint: ********
I am rejecting this response because this was not the case consistently and I explicitly asked about the fee during my visit. They still took the $50 co-pay as if it was a specialist office visit. I am leaving Norton because this is very unethical behavior and solely an attempt for them to rip off the insurance companies and consumer.
Sincerely,
****** *******Business response
08/17/2023
There are certain specialties in medicine that are considered "hospital-based" and this is not unique to our organization. As such, insurance companies process visits to these specialists differently. Based on the insurance plan, the billing is correct. While we certainly understand your desire to seek care elsewhere, we recommend you discuss billing with any new provider before you receive care.Customer response
08/17/2023
Complaint: ********
I am rejecting this response because: Once again, there might be hospital based specialities, but seeing a doctor for 10 mins for prescription refills is not a hospital based need. In fact, my primary care doctor could technically do this but you all are insisting that I get seen by this specialist to get the script. There is zero value add to me or anyone with my medical condition going to see a hospital based specialist and in fact, Norton has exclusively done this to take advantage of people like me with my medical condition. It is solely to price gouge consumers and insurance as you all can't even justify the cost.I've submitted this to WAVE-3 and WLKY for review and hopefully they can expose this along with Norton's other issues.
Sincerely,
****** *******Initial Complaint
06/25/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Please see the attached documentation.Business response
07/18/2023
We understand that you were not happy with your care and are no longer getting what you would like out of office visits. Primary care demands a good relationship between provider and patient. Since you have told us that does not exist, we have recommended you find a new provider and have offered to help you in this matter. In conversations with some of our staff, we learned that you have a new provider and hope that you are satisfied with the experience.
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Customer Complaints Summary
22 total complaints in the last 3 years.
8 complaints closed in the last 12 months.