Complaints

This profile includes complaints for Novant Health, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Novant Health, Inc. has 43 locations, listed below.

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  Novant Health, Inc.

  200 Hawthorne Ln Charlotte, NC 28204-2515

  
• 

  Novant Health, Inc.

  PO Box 33549 Charlotte, NC 28233-3549

  
• 

  Novant Health Salisbury Surgical Associates

  911 W Henderson St Salisbury, NC 28144-2736

• 

  Novant Health Gateway Family Medicine

  390 Salem Avenue Winston-Salem, NC 27101

• 

  Novant Health Rowan Medical Center

  600 Mocksville Avenue Salisbury, NC 28144

The 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:04/22/2025

  Type:Service or Repair Issues
  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 am filing a complaint regarding a billing issue with Novant Health Pediatrics South Ballantyne following a visit on Feb 13, 2025 for our newborn son. Before scheduling the appointment, we confirmed with the office that our new insurance plan was active and that the visitincluding standard newborn vaccinationswould be fully covered. A staff member informed us that our insurance came back as e-verified in their system, and that we would not owe anything out of pocket.Based on this confirmation, we moved forward with the visit. However, after the appointment, we received a bill for $1,896 and were later told our insurance was out-of-network and the claim had been denied. I have a voicemail from a staff member at the office confirming they believed we were covered at the time of service.We would not have scheduled or attended this visit had we been informed it was not covered. We relied in good faith on the providers verification process, which ultimately proved inaccurate. Novant has since offered to apply a 50% discount to the bill, which we appreciate, but we still feel it is unfair to be held financially responsible at all given the circumstances and misinformation provided prior to the appointment.

  Business Response

  Date: 04/29/2025

  Thank you for sharing this information. We are working with Mr. ***** to resolve their concern.

• Initial Complaint

  Date:04/17/2025

  Type:Order Issues
  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.

  August 29, 2024 Went to Novant Health- Brunswick Medical. Received ER, lab work, and 1 pill from pharmacy. I AM a veteran. Used VA Healthcare to cover costs of visit. ** is only required to pay at ******** rate. Provider received payment from ** in October of 2024. Brunswick Medical is attempting an illegal practice called "Balance Billing" to extort money from Veteran. Attempting to use threats of sending bill to collections to intimidate me, also has people calling and harassing me, and fills my email in box with threats and illegal bills. I've spoken with their customer service on several occasions. I've filed complaints with their main line but they continue to harass me. I am now forced to contact the North Carolina Division of Health Service Regulation (NC DHSR). Because Novant isn't resolving the issue.

  Business Response

  Date: 04/29/2025

  Thank you for sharing this information. We are working with Mr. ************ to resolve their concern. 

• Initial Complaint

  Date:04/15/2025

  Type:Billing Issues
  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.

  Please see the *** letter, attached. Novant had delayed scheduling and billing for a 'final' office visit that should have been no charge. With my 'payment plan' on the big bill completed, its time to wrap up that 1 outstanding (and incorrect) bill. And ideally two X-ray charges I'm holding until the visit is resolved. Novants been unwilling to provide any details. The $150.63 needs set to 0, in which case I'll cover the X-rays. Thank you, BBB! And good luck.

  Business Response

  Date: 04/23/2025

  Escalations Representative advised:
  Contacted patient advised patient he was seen on 1/3/24, 1/31/24, 2/19/24 as post op visits. Per notes the provider requested patient to return 8-10 weeks -- the appt was scheduled for 4/29/24. Per his plan 90 day global expired on 3/19/24. Per insurance the visit on 4/29/24 was processed correctly according to plan benefits. 
  Patient requested itemized bill (request to be mail- sent request to mail)
  Patient requested more detail notes of the visit- Provided patient ROI ph# ************
  

• Initial Complaint

  Date:04/11/2025

  Type:Service or Repair Issues
  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.

  Novant Health attached my electronic medical records to my mother's account. I am 36 years old and my medical record should not be attached. They sent her a bill for my procedure that I had done and are now sending angry messages to her about paying the bill or it will be sent to collections. The bill is being addressed to my mother and not me. When I called to get this rectified I was argued with and told that it's my problem and it should have been paid regardless as the bill was sent to someone. My mother should not be having access to any part of mymedical records or medical bills.

  Business Response

  Date: 04/14/2025

  Thank you for sharing this information. We have corrected the error 

  Customer Answer

  Date: 04/14/2025

   
  I am rejecting this response because:
  I am not seeing the correction. My mother still has access to my information and is still seeing the bill on her account. Nothing will be paid until it is corrected and assigned to the correct person. 

  Business Response

  Date: 04/17/2025

  Per our Escalations Rep:
  Contacted patient ************ advised account was updated, pb dos 11/14/24 was moved from patient's mother account# ****** on 4/**/**.
  Advised medcost processed claim and applied $1,872.75 to out of pocket deductible, patient payment applied $600- remaining balnace due $1,272.75.
  Patient acknowledged after logging into her insurance portal to confirm her patient resp.
  
  

• Initial Complaint

  Date:04/10/2025

  Type:Billing Issues
  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 continue to have issues with claims paid to Novant via my HSA account and facilitated by UnitedHealthcare. On the *** website it states payment for these claims was processed and received by the provider (Novant) but I was sent to collections and told by a representative Novant cannot locate these payments. The following dates of service are currently outstanding and Novant cannot locate these payments. I have also attached supporting documentation. Dates of service:11/13/2024 for $42.83 9/10/2024 for $36.27 9/11/2024 for ***** 12/30/2024 for $32.99 As the consumer it is not my responsibility to track down payments Novant has received. Please have someone contact me directly to resolve this. Thank you!

  Business Response

  Date: 04/11/2025

  Thank you for sharing this information. We have worked with ******** ****** to resolve her concern

• Initial Complaint

  Date:03/25/2025

  Type:Service or Repair Issues
  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 am writing to file a formal complaint regarding the conduct of an ******************** nurse, *****, during my fathers visit to Novant Health ******** Medical Center on 3/25/25. He arrived with significant abdominal discomfort, pressure, difficulty digesting, and signs of a serious issue. Unfortunately, the nurse responded with hostility, sarcasm, and a lack of professionalism that caused distress and likely delayed care.***** quickly dismissed his symptoms as constipation or a *** tube issue, starting she had experience, and repeatedly cut us off without listening. When I tried to explain his history and concerns about infection, she interrupted again, responded sarcastically, and said, So what is itconstipation or abdominal pain? I have to put something and aggressively told me I could just go after I calmly asked her to reset the conversation. We never started constipation. She then escalated, raised her voice, got in my face, and walked out of the room to get securitydespite me gathering my things and agreeing to step out. Security agreed she was an issue, let me stay in the waiting area and later return after she left. Registration staff acknowledged prior issues with this nurse, and another nurse apologized on her behalf.This experience was demeaning, but more troubling is that my father was later diagnosed with a gallbladder infectionthe true source of his symptoms. Donnas dismissiveness likely delayed care. This is not just poor bedside mannerits a serious patient safety concern.I am requesting: Assurance this incident, and others reportedly involving this staff member, are fully addressed by leadership, with confirmation that the Board of Nursing and ***** do not need to be contacted. A written response on how patient safety concerns involving repeat complaints are handled. A written apology from hospital administration. Clarification on staff communication expectations and escalation protocols when families advocate for patients.

  Business Response

  Date: 04/02/2025

  Thank you for sharing this information. We are working with Mr. ***** to resolve their concern.  

• Initial Complaint

  Date:03/20/2025

  Type:Service or Repair Issues
  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.

  Novant has contracted ******* employees to draw blood at multiple physician's offices, as a cost-save. For ******** patients, *******, in partnership with Novant, then incorrectly bills routine lab visits ordered by the physicians as Stand Alone Lab visits. This results in an incorrect copay when a claim is submitted. Over a 4 month period, after both ******** and the insurance provider have indicated this is an error, Novant refuses to acknowledge the error, and claims they are allowed to bill in this manner. ******** patients should be able to have blood drawn at their *********** without Novant and LabCorp causing incorrect copay to occur due to misrepresenting the visit as one to a Stand Alone LabCorp location. Multiple contacts resulted in only a promise of a one time courtesy credit, but no correction of the problem. They suggested ******** patients should have to ask for someone else each visit, and they "would find someone else to draw the blood". This does not address new ******** patients, or the fact it is not a Stand Alone LabCorp location or visit. This has been escalated to leadership in billing and patient advocacy without further action to date.

  Business Response

  Date: 03/26/2025

  Thank you for sharing this information. We are working with Mrs. ***** to resolve their concern.  

  Customer Answer

  Date: 03/27/2025

  
  Novant called 3/25/25. My husband talked to an *********, while my son and I listened on speaker phone. She was not prepared. She was reading the complaint to herself under her breath, and admitted she had not accessed my information, read any notes, or talked to previous supervisors. She declined to contact ******, LabCorp, or ********, all who indicated the billing was incorrect. After reading past notes, she regurgitated verbatim what the last supervisor had written, that it was Novant policy that the blood draw was billed as a free standing LabCorp lab visit, even though it was taken by a contracted ******* employee in the Novant clinic. She declined to explain the policy in any way. She was rude, antagonizing, and talking over my husband, then blaming him. He was tolerant for so long, but cursed at her, and she hung up. My son says that was her plan to gaslight my husband, and that the call was malicious compliance. We do not give permission for ********* to call again, please have a better employee handle this complaint.
  

  Business Response

  Date: 04/09/2025

  Thank you for sharing this information. We have spoken with the *** ***** in regard to their concerns and it has been resolved from a Novant standpoint. We have sent *** and Mrs. ***** additional information via mail.  

• Initial Complaint

  Date:03/18/2025

  Type:Service or Repair Issues
  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.

  My wife and attended **************************************** Breast and General Surgery, part of Novant Health on 2.16.25 for a procedure. The billing staff processed our Health Equity HSA debit card and told us they would run any charges through our insurance and we would pay the difference. They never ran our insurance and we saw the below charges:2.16.25 - $735.00 3.5.25 - $3,212.24 3.12.25 - $2,970.93 After they charged $6,918.17 to our HSA card, Health Equity started selling our investments in the account to replenish the cash balance.3.18.25 - $1000.00 We called East ****** to stop the charges and they claimed they charge every patient full price of procedure up front while they process through the insurance. We called United Healthcare and no claims have been submitted by ***************** for these charges. My wife is due for cancer surgery and we have asked them to start sending us bills AFTER claims have been made to our insurance. They have cancelled our surgery until we pay upfront for entire surgery. This is fraud on a corporate level and needs to be stopped.

  Business Response

  Date: 04/03/2025

  Thank you so much for bringing this concern to our attention. I appreciate having the opportunity to speak with you about your billing concerns. As we discussed, appropriate corrections to your accounts will be made. Once corrections have processed you will receive a confirmation letter from East ****** Medical Center. If you have any additional concerns, please do not hesitate to call my direct line at ************.

• Initial Complaint

  Date:03/10/2025

  Type:Service or Repair Issues
  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.

  February of last year 2024 Novant Health had a patient to die in their hospital with the same 1st and last name as mine. But our middle initial is different. The patient that passed away live in another city than me. I have been trying for over a year to get this mistake corrected. I have been to Novant in person ( twice) I have called several times and no one will help me resolve this. I am 76 yrs old and because of their negligence I have no insurance. Everyone is giving me the run around. They told me to go to The ********************** I did that numerous of times. But Social Security do not have me as deceased because I receive my benefits every month. But the the at Social Security did present me with a letter to share with ****** which is my insurance provider and ******** stating that I am receiving my benefits. Everytime I talk to someone at Humana or ******** they tell me they are working on fixing this and it will take 7 to 10 business days. Well needless to say nothing is never done to fix this error. Everyone is passing the ***** I went back to Novant on 3/10/2025 talked with a representative we called ******** to see why it had not been corrected on their end ******** said I need to call Palmetto. I called Palmetto and was told they can not help me. Please I need for someone to help me. I have no insurance and I have health issues where I need to be able to go to my Doctor Visits without anything stopping me. I have called, I have shown face proof I am alive and in living color, I have faxed the letter stating I never stop receiving my benefits but no one will take the initiative to resolve this big problem. Everyone is passing the ***** and no one cares. They always tell me it will take 7 to 10 business days then when I call to check in the status I am still labeled as deceased. If anyone can help me please, please help me I am 76 yrs old with no Health Insurance. I need for someone to care. Thank you for allowing me to share this bad situation.

  Business Response

  Date: 03/12/2025

  Thank you for sharing this information. We are working with Mrs. ******* to resolve their concern.  

  Customer Answer

  Date: 03/16/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:02/20/2025

  Type:Order Issues
  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.

  Prior to a surgery on 11/18/24 I prepaid Novant Health $3591.48. After insurance payments and my deductible max reached an over payment of $1771.16 is due back to me. Myself and my insurance, Cigna, have made numerous attempts to collect overpayment. Calls made in 1/23, 1/24 and 2/20/25 go unresolved. I asked that the overpay be credited to other services related to the surgery and was denied. Please assist with fund recovery with interest. The overpayment due to me is needed to cover other related medical expenses.

  Business Response

  Date: 02/21/2025

  Thank you for sharing this information. We are working with Mrs. ***** to resolve their concern.  

  Customer Answer

  Date: 02/21/2025

   
  I am rejecting this response because: the issue has not been resolved. Awaiting contact from business.
  
  

  Business Response

  Date: 02/26/2025

   Thank you for sharing this information. We have now spoken with Mrs. ***** in regard to her concern. 

  Customer Answer

  Date: 02/26/2025

   
  I am rejecting this response because:
  Attachment unable to view. Resolution in progress.

  Business Response

  Date: 03/10/2025

  Thank you for sharing this information. We are working with Mrs. ***** to resolve their concern.  

  Customer Answer

  Date: 03/12/2025

   
  I am rejecting this response because: still working on a resolution.
  
  

  Business Response

  Date: 03/14/2025

  Thank you for sharing this information. We are working with Mrs. ***** to resolve their concern.  

  Customer Answer

  Date: 03/19/2025

   
  I am rejecting this response because: I am in the process of reviewing bills and payment. Coordinating with insurance carrier for additional documentation.