Business Profile
Hospital
UNC HospitalsThis business is NOT BBB Accredited.
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Complaints
This profile includes complaints for UNC Hospitals's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 40 total complaints in the last 3 years.
- 11 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:12/03/2024
Type:Customer Service 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.
This is the worst treatment I got from any medical office. The lack of care is crazy, and the people who manage this office don't care with no work ethic. For two months, the Division of Gastroenterology and ***************** kept abusing their power as medical providers. After providing them multiple times, they refused me to see a doctor and lied about this. This feels like discrimination, and I filed a complaint with the attorney general.I have no idea why they dragged me for two months, knowing that I was/am suffering from my condition, to tell me to find a different provider.Business Response
Date: 12/03/2024
To whom it may concern:
We will respond to the consumer directly.
Sincerely,
UNC Hospitals
Initial Complaint
Date:08/23/2024
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 have a primary insurance that is billed first then a copay program that is billed after the primary insurance is processed. Initially there was a financial navigator that managed these issues within the department I was receiving services; this person eventually stopped responding. Her supervisors never responded. I then began trying to work with the general billing department. I'm still trying to resolve a bill from July 2023. I now have a second claim for July of 2024 that they have already mishandled twice. Multiple emails have been responded to by multiple people and it will seem that things are taken care of but when it gets to the person who is supposed to fix the issue they somehow do the complete opposite of what they were supposed to do. I've spent over a year trying to resolve the issue.Business Response
Date: 08/23/2024
To whom it may concern,
UNC Hospitals' will respond directly to the consumer's request.
Sincerely,
Patient Relations
Customer Answer
Date: 08/23/2024
Complaint: 22184863
I am rejecting this response because:
UNC Hospitals has responded numerous times after I spoke to someone in person, phoned and messaged on My Chart but has never actually successfully fixed the issue. Ill accept once the issue is actually taken care of Im a competent timely manner. Ive been involved with 4 major university hospitals since being diagnosed and UNC billing has been the most disorganized, unprofessional, careless and incompetent office Ive ever worked with.
Sincerely,
***************************Business Response
Date: 08/23/2024
To whom it may concern,
The concern will be escalated and the consumer will be communicated with directly.
Sincerely,
Patient Relations
Initial Complaint
Date:07/29/2024
Type:Service or Repair IssuesStatus: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.
1. On July 19, 2024, I scheduled an appointment to refill my eyedrop medication VUITY after facing challenges in communication with the facility. Despite leaving messages with the triage nurse ******, who unfortunately did not return my calls, I took the initiative to secure the appointment.2. During my visit, the doctor assured me that the necessary steps would be taken to submit the prior authorization, ensuring that I would receive my VUITY medication once again. However, on July 26, after reaching out to the pharmacy, I discovered that the prior authorization had not been received by the doctor's ****** despite the pharmacy's efforts to fax it over.3. Upon contacting the ******, I was informed by ****** that she was not willing to fill out the prior authorization form, suggesting that I could simply use glasses instead. While I understand that filling out these forms may not be a nurse's favorite task, it is an essential part of their responsibilities to ensure patients receive the necessary medications and treatments.Initial Complaint
Date:07/09/2024
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 went for annual physical just like every year. PCP talked to me about regular things and rushed to another appointment and spent just a few mins. My annual physical is covered a 100% but to my surprise, they billed me for a clinic visit. When i followed up, I was told that they discussed some chronic condition which is not even there in the after visit summary. Even after repeated attempts to get answers, they just said that these charges cannot be reversedBusiness Response
Date: 07/09/2024
To whom it may concern,
UNC Hospitals will follow up with the consumer directly.
Thank you,
Patient Relations
Initial Complaint
Date:06/11/2024
Type:Billing IssuesStatus:UnresolvedMore 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.
Shikhas Medical Claim #************* 04/30/2024 - Office or outpatient visit with a new patient (up to 30 minutes)$111.19 ******* Close IN-NETWORK 6715 ********************************************************************* I believe this provider is unfair and dishonest to their patients. I requested a preventive care exam which should be completely covered by my insurance. At the time of scheduling my appointment and also when I left after the appointment, I checked and there was no fee owed to me. After one week of appointment, I get billed for new patient/ outpatient services and when I called the office, they told me they have asked me extra questions such as did I have dental checkup or an eye exam performed in the year and other basic stuff about my general health because I am new patient and that is why they charged me outpatient services. This is completely unacceptable as this is the part of the annual preventive care. How would a patient know that the nurse is asking questions that were not considered about preventive care. I called them to explain me the reason for the extra charges being asked for and their staff was not helpful and asked me to wait for 2 weeks but no response at all. I feel it was the responsibility of the nurse to tell me if she would ask me a question and if I answer it would be charged extra. these questions were the same as every time I get asked for a preventive care exam. for one issue they asked if they can recommed a specialist and I agreed and visited the specialist on their facility for which I am paying an outpatient visit charges and I understand that I asked for it. So, its an acceptable charge. But charging me twice for the same does not make sense. I have had my annual exam regularly in multiple states with BCBS, CIGNA and *************** and never had billed for a preventive care visit in last 15 years. This feels that UNC has been cheating on its customers and this is very irresponsible of such a huge state facility.Business Response
Date: 06/11/2024
To whom it may concern,
The organization will work directly with the consumer.
Sincerely,
Patient Relations/ Patient Financial Services
Customer Answer
Date: 06/12/2024
Complaint: 21828276
I am rejecting this response because: I called the *** health today and talked to their billing department. They said they have no information or authority to work on the complaint resolution. There was no other person I could contact regarding the complaint.
Sincerely,
***************************Business Response
Date: 06/14/2024
To whom it may concern,
The organization will work directly with the consumer.
Sincerely,
Patient Relations and Patient Financial Services
Customer Answer
Date: 06/14/2024
Complaint: 21828276
I am rejecting this response because: when I called thw billing department as per their last response to BBB that they would directly work with the consumer, they said they have no information about it and they could not provide me any further details about who can assist with it. If someone from their team can call me at ********** that would be helpful.
Sincerely,
***************************Initial Complaint
Date:04/11/2024
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.
he treatment of the burn clinic was okay, I initiated the staff the give me vaseline/bacitracin to get my face treated, for two weeks I worked on my own wounds , the staff gave me pain medicine and comfort, Yes I have insurance not only that, I wasnt healed nor hadnt been discharged from the doctor when my bill was sent to *******************, what jerk would send a bill to collect while a patient is healing , ******************* are bunch of ******* of a people that will hold a check 10 days trying to prove a point . They have nasty attitudes..Business Response
Date: 04/11/2024
To whom it may concern:
UNC Hospitals will respond to the complainant directly,
Patient Relations
Initial Complaint
Date:04/09/2024
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 have filled out all their forms for help 3xs. I have ******** and they are billing me for *******. I have three times sent them the necessary info to get financial help and it's like I am talking to a wall. If I, a disabled person, do not qualify for help, well who does??? My monthly stipend is *****. I have to try to live on that. You were paid thousands by ******** during my stay in late October. You approved every bill charge but the one by a Korean doctor who barely blinked at me. You either hate Koreans, devalue his service as a medical professor or something really sinister is going on. Or all the above!BTW: don't hate on Koreans. I am so disgusted, I will probably share this with a local *****************Business Response
Date: 04/09/2024
To whom it may concern:
UNC Hospitals will respond to the consumer directly.
Sincerely,
Patient Relations
Initial Complaint
Date:03/04/2024
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.
Had a procedure done 9/11/23, have Tricare and knew *** healthcare have dealt with many military individuals and therefore knew the proper billing procedures for tricare and what not. Procedure goes well only for it to fail about a month in and at that point we get a bill from *** stating that we owe them ******** for our portion of the bill. So we called the billing department and they immediately stated that they had billed tricare incorrectly and that we would have to call tricare, we did, the first thing out of the mouth of the rep that picked up was we wont accept post dated pre authorizations to which we were informed that there were new policies put into place and we should have looked into them before going through with the procedure! How were we supposed to know they had changed policies? We did have a referral to see this doctor and they stated that there were no pre authorizations in for the surgery ( which we were lead to believe the hospital would take care of), therefore we called the hospital back and they said they would open an investigation and to wait to hear from them. We didnt hear anything for a few weeks to which we decided to call and they informed us that they did nothing wrong and we were responsible for this outrageous bill!! Tricare decided to only cover $39,304.30 and expect us to cover $******** for a mistake the hospital admitted to making ( I have it on recording because too many businesses are playing dirty these days). I am still receiving bills demanding immediate payment to which I feel I do not owe!Business Response
Date: 03/04/2024
To whom it may concern,
UNC Hospitals' will follow up directly with the consumer.
Patient Relations and Patient Financial Services
Initial Complaint
Date:02/29/2024
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.
***********************, my son, DOB 4/6/16, had surgery at *** Heatlh on 3/18/2022. *** health continues to bill me for a balance of $910.00. This is not accurate. My insurance company, Health Partners of MN, has stated they have processed the claim and submitted the remittance to UNC. UNC suggests they've never received. I've talked to each party individually at least 6x, and conferenced both the provider and the payer into a conference call twice, where they both represent they will work on this and circle back to me. I don't hear back. *** then calls me and sends collection notices stating I owe $910. When I call them, they say they have no record of talking to me (?) and have never received the remittance from Health Partners. I have opened a DOI complaint in **, and now am opening a BBB compliant against *** Health. I have worked in insurance (United Health Group) for 18 years and know intimately the process of healthcare claims. This is an epic failure on behalf of *** in processing a simple, straightforward claim. Their customer service has been awful and nobody seems willing to escalate this to management for review/resolution. My ask is simple: have a supervisor/manager in claims at *** work with Health Partners to resolve the following:Patient Name: *********************** Patient DOB: 4/6/16 Health Partners Subscriber ID for Weston: ******** DOS 3/18/2022 *** Health Guarantor Number: ******* Amount Billed: $910.00 (this was not run through insurance, no network or insurance applied, which needs to happen).Call **** at Health Partners to resolve - ****'s direct dial is **************.Business Response
Date: 02/29/2024
To whom it may concern:
The organization will reach out to the consumer directly and respond.
Patient Financial Services
Initial Complaint
Date:10/25/2023
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.
UNC Hospitals in ***********, is refusing to work with the ********* on properly submitting my charges for an *** admittance. I went to the ********* by ambulance and had to be admitted to *** but there were no beds available at the ********* or Duke, so the VA sent me to ***. *** incorrectly communicated the the VA while I was there, did not submit the proper information on time, and is now charging ME for the remaining balance and has sent me to collections after blaming ME for something that was their responsibility.I was in the *** at the ********* and needed to be admitted. There were no beds and the VA sent me to ***. Now *** is saying the VA is denying their claim and has sent me to collections.Please see below - I urgently need this resolved and no one from the VA OR *** is helping me. They say the VA wasn't notified within three days of discharge but the VA was involved the entire time and APPROVED my discharge from ***!Business Response
Date: 10/27/2023
To whom it may concern:
The organization will follow up with the communicator directly to resolve their concerns.
Sincerely,
********************************* ******
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