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Complaint Details
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Initial Complaint
06/26/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Novant Health keep billing me for somebody else. Somebody else got service and they billed me. This person is not a dependent of mine and they need ro submit they bill to the appropriate party and stop billing me. I live alone with 2 dogs and neither one name *******.Business response
07/01/2024
Thank you for sharing this information. We are working with ***************** to resolve their concernInitial Complaint
06/25/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
After experiencing heart palpitations, I visited the *** where my provider ran an EKG, based on which he stated my QT was long. Due to this long QT length, I was referred to cardiology and given a heart monitor, which showed normal heart function. However, due to the long QT length in the *** the cardiologist still wanted me to go on to see an electrophysiologist. I questioned why this was necessary despite normal results on my monitor and was informed by my cardiologist that my QT length in the ** was cause enough for concern that he wanted an electrophysiologist to weigh in. I was then told by my care team that I should receive an echocardiogram prior to meeting with the electrophysiologist. It was then discovered that my EKG was measured incorrectly in the *** and that my QT length was never long, thus meaning that the follow up testing that was ordered for me was unnecessary. I currently have a bill of nearly $1K from this testing. I do not believe I should responsible for covering the costs of testing only deemed necessary because a Novant provider did not read my EKG correctly. I have attempted to resolve this with Novant three times to no avail. Billing tells me it's a customer care issue, and I am unable to speak with customer care.Business response
06/26/2024
Thank you for sharing this information. We are working with ******************* to resolve their concern.Initial Complaint
06/12/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Novant Health has refused to honor the in-network fees from my insurance company. This matter was brought to my attention by my insurance company, Bright Health, during a call with them when I began to notice discrepancies in Novant Healths billing. Given that this is insurance fraud on the part of Novant Health, I have given them more than adequate time to correct their error before escalating this matter. I have, as well as the insurance company, sent Novant Health the explanation of benefits showing the error in their billing multiple times. This has been going on for two years now, and they still have not corrected it. Unfortunately, each time I contact them I go through the same process. 1. The operator seems to be unaware of anything I am referring to. I then go through the entire issue with them again.2. Then they *miraculously* find notes from previous calls and ask me to send them the explanation of benefits again.3. I am then told that the credit has already been applied to my account, which it has not. My amount owed has not changed other than what I have previously paid toward my balance. 4. I am then told that they see where the correction is needed and they will send it off to be adjusted.5. I am told I will be contacted once this is done, and no one ever contacts me.Upon my most recent conversation with the billing team, I have now noticed what appears to be changes made in the amounts that I have paid towards Novant Health. They always seem to have an answer for everything, and I have come to understand that this is likely the way many patients get treated. I have kept very detailed records and Ive been able to prove everything to Novant Health. We are at a crossroads here where I expect Novant Health to honor the in-network insurance fees as what they have done is insurance fraud and is ultimately illegal. Amount owed:$1,636.48 3/1/22-Overpaid $100.45 6/8/22-Overpaid $29.03 6/9/22-Overpaid $1487.20Business response
06/13/2024
Thank you for sharing this information. We are working with Mrs. ********** to resolve their concern.Customer response
06/18/2024
I am rejecting this response because:
Novant Health has still failed to contact me to resolve the complaint.Business response
06/18/2024
Thank you for sharing this information. We are working with Mrs. **** to resolve their concern.Customer response
06/19/2024
I am rejecting this response because:
Novant Health has still failed to contact me to resolve complaint.Business response
06/24/2024
Thank you for sharing this information. We are working with Mrs. **** to resolve their concern.Customer response
06/24/2024
I am rejecting this response because: Novant Health has still failed to contact me to resolve complaint. Their remark that they are working with me to resolve this matter is false.Business response
06/25/2024
Thank you for sharing this information. We are working with Mrs. **** to resolve their concern.Customer response
06/25/2024
I am rejecting this response because:
Novant Health continues to make false statements that they are working with me to resolve my claim. I did receive an email yesterday from a man named ****** who says he is from Novant Health and that he has been trying to reach me via phone call to discuss my claim, however, I have not received one phone call or voicemail from him. My phone statements are able to prove this, and when I responded to him, I made him aware of that. Making false statements has been an ongoing issue that I have dealt with regarding Novant Health in addition to the insurance fraud, which is my main concern. Based off of other complaints that I have read from the BBB regarding Novant Health, what Ive been experiencing is something that many patients are also facing. I believe that Novant Health realizes the incredible hill that patients will have to climb to get things resolved and expects that we will all tire out and give up on holding them accountable. I would encourage anyone to look elsewhere when it comes to their healthcare.Initial Complaint
06/11/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Went to Novant on 2/26/2024 to have my shoulder looked at after dislocating it. After telling the Dr I did not want to have surgery, which would have been completely unnecessary he left while I was putting my sling back on without answering my questions. On 3/19/2024 I paid the bill through my hsa account but continued to receive past due notifications. I called their billing department 4 times waiting on hold almost an hour each time. First I was told their system may not have processed it yet and that I should check again in two weeks, then I was told I should re-mail proof of payment which I did but they claim to have not received it. I also put proof of payment in the bill that they sent. They won't call my hsa to confirm and apparently there's nothing I can do.Please fix your broken systems and follow up this has been a nightmare and huge waste of time.Business response
06/12/2024
Thank you for sharing this information. We are working with ****************** to resolve their concern.Initial Complaint
05/31/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
HI, I called Novant several times about billing issue. For my past visit 11/17/23, I paid everything to Novant - over $700 + amount and confirmed with their billing over a call, and they confirmed to me all good. After that still, they keep sending me ******** /asking for money/collections etc - which is not COMPLETELY ACCEPTABLE. Also for my visit 4/17/24, they messed up with the billing and now they are adding up all amounts, and sending me bills and bills, NOT ACCEPTABLE.. Account # ******* -- Need to be adjusted and corrected properly. Please don't keep sending me letters about collections. Please don't make me panic, mental stress for all our billing discrepencies..Not ethicalBusiness response
06/11/2024
Thank you for sharing this information. We are working with ******************* to resolve their concern.Customer response
06/16/2024
I am rejecting this response because:
I have not seen any resolution ..Business response
06/18/2024
Thank you for sharing this information. We are working with Mr. ******** to resolve their concern.Initial Complaint
05/31/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I visited this office for an injury on 05/15/2024. Birthday is 11/30/1988. When I made the appointment and entered the office for the appointment, I provided my insurance and was told that they accept the insurance. I then completed the appointment and the services that were offered for treatment under the good faith notion that this would be covered by my insurance. I then received a bill for the entirety of my visit with no insurance coverage whatsoever. This was not an emergency and there is no scenario that a patient with insurance, that has been told that their insurance is accepted, should receive no insurance coverage and have services and treatment performed without any knowledge or information provided as to the cost. Had I been properly informed that I was out of network, I would not have made the appointment, nor allowed these costly treatments with no coverage from insurance to be afforded. Nobody should be subjected to these Suprise and expensive charges. I cannot afford to pay this.Business response
06/03/2024
Thank you for sharing this information. We are working with ****************** to resolve their concern.Customer response
06/03/2024
I am rejecting this response because:
I have heard from nobodyBusiness response
06/18/2024
Thank you for sharing this information. We have spoken with ****************** regarding their concern.Initial Complaint
04/30/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Please reopen the earlier BBB complaint # Complaint ID: ******** Provider is non responsive completely. I have requested more than 10 times asking for bill receipt for the service, and they are so unprofessional. I have visited the office three times asking for it, made several calls - but completely unprofessional.!!This being a mental harrassment to the patient, charging high money and not providing correct receipt. Completely unacceptableBusiness response
05/02/2024
Thank you for sharing this information. We are working with ******************** to resolve their concern.Initial Complaint
04/26/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I am currently a patient of Novant Health ***************** at ******************************************************************** ************ ******************************* is my physician. She wrote me a New perscription for a C-Pap machine and the supplies that I have utilized for 10 plus years because my current insurance wouldn't cover the old machine or supplies I had. I have been trying to get her support staff to send the perscription to the company Pallmetto Oxygen/Adapt Health ************/fax:************ since December.Since then I have been back to the office on 4 different occasions. I also had an appointment with the physician to notify her of her staff dropping the ball, she apologized and said she would take care of it. That was 2 weeks ago and still nothing has been done. In the meantime I have had a mini stroke since and a mild heart attack due to the lack of oxygen to my brain. I went to their office yesterday with my daughter, we spoke to ******** a lead office manager. She informed us that ************** and her nurse assistant were off and she could do nothing for us but pass along the information. My daughter asked her for a copy of the perscription so we could handle it ourselves, she said she would ask. My daughter told her it was my right to have a copy of my medical records if I requested them, she acted like she didn't know the Hippa laws as a Medical staff let alone a Office manager. She gave my daughter her card and said to give her a call if we didn't hear from her by 12noon. It was 11:30 today my daughter calls and she wasn't avaialble. I turned around and called her and spoke to her and she assured me she had faxed the persciption to Pallmetto Oxygen/Adapt Health. I called Pallmetto Oxygen/Adapt Health and they said they had called ******** at Novant Health ***************** to inform her they had only recieved the cover page and not the perscription. The Novant Health ***************** closed at 12 noon, another day without the perscription and no C-pap machine.Business response
04/30/2024
Thank you for sharing this information. We are working with ********************* to resolve their concern.Initial Complaint
04/23/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I visited Novant Health ******, ** - on 4/17/24 for a medical check, and told clearly many times - not to bill my insurance; and I paid the bill out of pocket post visit. TO my surprise, they messed up completely, inspite of clear instruction....1/ They charged my credit card - I paid out of pocket for the entire visit 2/ Again they bill the same amount to my insurance again. - double money charge (duplicate) again...3/ I visited with nurse practioner, and Novant ************* billed on the name of a different primary physician name ( *********************) - unlawfully to my insurance, that doctor I never visited also...It is a falsifying act of billing using wrong name and its not legal at all..Business response
04/24/2024
Thank you for sharing this information. We are working with ******************* to resolve their concern.Customer response
05/16/2024
I am rejecting this response because:
Please reopen the earlier BBB Case ID # ******** It is not resolved at all. Due to Novant billing mess, I had to deal with lot of mental stress and pain. 4/17 - On my visit I clearly told not to charge my insurance, inspite of that Novant billed my insurance 4/24 - When I escalated, I was told Novant voided payment to Aetna, and told me no payment from Aetna 5/15 - Aetna confirmed to me, about processing payment on 5/14 to Novant for the same. Novant is not transperant enough to call me and inform me about this, I had to follow through number of times to update on it. This is completely against business ethics, consumer laws and healthcare regulations. Patient is being charged two times - Novant took payment $242.00 from myself ; and also Novant charged to insurance. Is it Legal ??? Request to issue me complete refund of the payment ASAP ? ......RefundBusiness response
05/16/2024
Thank you for sharing this information. We are working with ******************** to resolve their concern.Initial Complaint
04/19/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
I was informed on 4/18/2024 by GEICO Insurance (Handling my Medical Claim from an Auto Accident on 2/25/2024) that Novant Health placed a Lien on me. I have NEVER received a Bill from Novant Health. Two weeks prior, I talked to Novant Health concerning a letter my Wife (****) received from an Alleged Law Firm who sent her a letter claiming that they put a Lien on her Account. ********************** didn't know anything about this Alleged Lien nor the Alleged Law Firm. Novant Health assured my Wife (****) that there was NO liens on my Wife's (****) Account nor my Account. On 4/18/2024 I was informed that Novant Health placed a Lien on my Account. How can ********************** place a Lien on someone without sending a Bill? This is NOT good Business! Novant Health doesn't care about their Patients just their money. It's bad enough that the Staff at Novant Health has Horrible People, but placing a Lien on someone before even sending a Bill is Ridiculous!Novant Health promised my Wife (****) and I that MedAsist would help us pay our Novant Health Bills. It's been over two weeks now and we haven't heard anything from MedAsist.My Wife (****) isn't working and has no Health Insurance.My Wife ********** are NEVER going back to Novant Health! This is a lot of heartache for horrible Treatment from an Auto Accident that we didn't cause! Obviously Novant Health gave out my Wife's (****) information! This is a Violation of my Wife's (****) Right to Privacy!Business response
04/19/2024
Thank you for your message, we are working with ****************** at this time.
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Customer Complaints Summary
155 total complaints in the last 3 years.
47 complaints closed in the last 12 months.