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Complaint Details
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Initial Complaint
08/02/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
On 03/06/2024 at 3pm I had an appointment with ************. I had to pay a collections agency $400.00 for the appointment. Novant Health was trying to charge me $500.00. **************** nurse failed to submit the paperwork before my appointment. The nurse sent the paperwork on 03/11/2024. My insurance declining to pay Novant Health because the paperwork was late for the preapproval. I sent the doctor a letter about the situation and she called and said don't pay the bill and that they were going to mark the account as "do not collect." I immediately started getting collection notices. Clearly she did not try to resolve it internally. I am seeking a refund of the $400.00 and if it hit my credit for it to be removed.Business response
08/05/2024
Thank you for sharing this information. We are working with ************** to resolve their concern.Initial Complaint
07/23/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
HI, This is a serious issue I am facing with Novant Health. For no reason, and internal billing mess - I am getting random bills from Novant - asking for payment.Account # ******* *********** - 1335 - ********* This need to be stopped, please resolve this out with insurance.Business response
07/31/2024
Good afternoon, we are working with ********************* regarding her complaint.Initial Complaint
07/22/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On 1/19/24 I went to novant breast imaging for diagnostic follow up for right breast calcifications following the end of 2 years. I also had to start a 6 month follow up for probably benign fibroadenomas which was newly found. I only had the right diagnostic mammogram completed. When I asked about the follow up ultrasound I was told it was not needed for the calcifications that were stable. I let the tech know I was talking about cysts needing to be ultrasound but she again told me I was clear to go. As you can see I am not asking for any extra testing or something that was not previously recommended by the radiologist on the 1/19/24 diagnostic mammogram/ultrasound report .Business response
07/23/2024
Thank you for sharing this information. We are working with ***************** to resolve their concern.Customer response
07/24/2024
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
07/17/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On 1/8/24 I went to Novant Health Forsyth Medical Center to have a manometry study. The procedure was not started after approximately 10 min of attempting to place the probe needed to complete the study. I have been billed for the full procedure that never even occurred. I have made multiple attempts to resolve with this Novant Health and they continue to send past due bills to me and will not resolve the issue. I have also reached out to *************** and they have attempted to resolve the issue for me but cannot get Novant Health to respond to the issue. They are charging using CTP ***** - Esophageal motility (manometric study of the esophagus and/or gastroesophageal junction) study with interpretation and report. The study was not started because the probe needed for the study could not be inserted so there no interpretation occurred. I have also made multiple requests to have access to my medical records for that day so I can see exactly what I am being charged for; however none of the requests have been completed by Novant Health. I have no further courses of action to take without the involvement of an attorney.Business response
07/18/2024
Thank you for sharing this information. We are working with ***************** to resolve their concern.Initial Complaint
07/11/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
On 07/05/2024 I visited Novant Health Imaging Mooresville for a bilateral breast ultrasound. Before the visit, I had to do an eCheck-in through Novant's app "MyChart", where it said that with my insurance I would have to pay $120.58 for this service, I chose to pay later as I usually do. During my visit at the reception, they showed me a piece of paper on which it was also written that the service would cost me only $120.58.But on 05/13/2024 I received a notification from my insurance company that the claim was processed and it was written that I had to pay $241.16. Thus, the cost doubled in size, which they did not warn me about, and it turns out that they did not tell me the real cost of the service.On 05/28/2024 another claim was processed for the same service on May 7 where I have to pay something again and this time $120.00.Now the cost has tripled in size for the same service done on May 7th. If I had known how much it would cost in the end, I would not have used their services in the first place. For comparison, in my home country the price for a bilateral breast ultrasound is approximately $32.64. And if I agreed to the initial price at Novant Health of $120.58, this does not mean that I agreed to increase the final cost to $361.16 for no reason.I called both my insurance and Novant Health Imaging Mooresville but no one wanted to do anything about it and they are just passing the responsibility on to someone else. I dont see the insurance companys fault here, since Novant provides the bill for the service. As of now, I have not paid for this service yet, but I have to pay the first installment of $241.16 by Jul 27, 2024. And it is unclear when they want me to pay another $120.00. This is unfair. I believe that I should only pay what they initially said, $120.58.Business response
07/15/2024
Thank you for sharing this information. We are working with Mrs. ******* to resolve their concern.Customer response
07/17/2024
I am rejecting this response because:
I'm not "Mrs." I am a man. Just as they dont know (or care to look it up) what *** I am, they provide information about the price for the service, and then it turns out to be three times more than agreed upon. They temporarily removed the bill, but did not resolve any problem.Business response
07/19/2024
I apologize as this was in error. We are currently working with ****************** in regard to their concerns.Customer response
07/22/2024
I am rejecting this response because:
Because of their mistake in apparently not giving the correct price initially, they want me to pay $361.16 instead of the originally agreed upon price of $120.58. Now I temporarily do not see the bill for $241.16, but this does not mean that it has been corrected. I also received a letter by mail about an additional payment for $120.00. I don't see any attempt from Novant to fix the situation. I think they just want the complaint to be closed and for me to still pay several times more money than agreed upon.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.
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Customer Complaints Summary
155 total complaints in the last 3 years.
48 complaints closed in the last 12 months.