ComplaintsforNovant Health, Inc.

• Initial Complaint

  05/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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 nobody 

  Business 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

  More info

  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 unacceptable

  Business 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

  More info

  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

  More info

  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 ? ......
  

  Refund

  
  

  Business 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

  More info

  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. 

• Initial Complaint

  04/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Nov 2,2021 my wife had a heart valve replacement procedure. In the recovery room she had a stroke which left her unable to walk,unable to use her right arm,and unable to verbalize. ******** paid ******* for the procedure. On Feb 5,2023 I received a bill from Novant for ****** that they claim is unpaid. On Feb 12 I protested the billing on the grounds that we shouldnt have to pay for them destroying her life. Novant logged the dispute and advised I would be contacted. On Feb 22 I received a voicemail from ****** in patient partnership, I returned her call and left a voicemail the same day. I have since called and left voicemails on Feb 26, Mar 19, and Apr 10 and have yet received a callback. Considering that they have not only collected insurance payments for the procedure but also 25 days in neuro ICU and 12 days at a Novant rehab facility when she was supposed to walk out of the hospital the day after the procedure I think they have be more than fairly compensated for the procedure that destroyed our lives and if they had compassion for their patients they wouldnt be trying to collect another $****** from us for their botched work.

  Business response

  04/19/2024

  Thank you for contacting us, we are working with **************** at this time. 

  Customer response

  04/24/2024

   
  I am rejecting this response because:At this point all that has happened is I received a call from ****** in escalations. ****** explained that he could not do anything with the complaint because the issue is being handled by the patient partnership department and they are the ones that need to contact me. This conversation was on Monday April 22. As of today April 24 I have not been contacted by patient partnership. I had advised that I could be contacted by phone email or text but as of now no one from Novant's patient partnership department has reached out to me.

   

  
  

  Business response

  04/24/2024

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

  Customer response

  04/28/2024

   
  I am rejecting this response because: I still have not been contacted by phone or email by the patient partnership department.
  
  

  Business response

  05/06/2024

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

• Initial Complaint

  04/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 11, 2024, our son *************************, DOB 6-6-2023, had his 9 month check up. Based on the *** for that visit, we are expected to pay $332.81. This visit was a well-child visit for our son and therefore should be covered. However, when I reached out to **********, I was told that Novant coded several visits from **** 2023, immediately after his birth, as well-child visits, and therefore we have met our allotted 6 well-child visits for *****. I was told that on **** 10, 2023, two claims were made as Well-Child Visits, 1 claim on 6/11/2023, 1 claim on 6/12/2023, 1 claim on 6/14, and 1 claim on 8/8/2023 were all coded as well-child visits. The visit on August 8 is indeed a well-child visit and is correct. One of the claims on **** 10 should be a well-child visit as this was ******* first pediatrician visit after leaving the hospital. All other visits in **** were follow-up visits for his bilirubin levels and required lab work to be completed. As my husband and I reviewed the ***s for these dates, most of the ***s were lab work and office visits that were coded as a well-child visit instead of a sick visit. These were labs related to jaundice and to confirm if he needed to be inpatient I proceeded to call Novant and was told everything was billed correctly. I have personally spoken to several people in the billing and auditing department and have repeatedly been told that these visits were coded correctly. They have refused to help me any further and will not adjust the coding on these ***s. I don't see how lab work to monitor jaundice is considered a well-child visit. We need these ***s (attached) to be audited and for someone to reach out to whomever coded and billed these services and then coordinate with them about the correct filing of these claims. I have included the *** from March 11, 2024, which was ******* 9-month well-child visit, which sparked this whole issue. We were completely unaware that Novant had billed so many well-child visits in **** 2023.

  Business response

  04/19/2024

  Thank you for contacting us we are working with the patient at this time. 

  Customer response

  04/22/2024

   
  I am rejecting this response because:
  We contacted Novant on Friday afternoon after further review. After review, it was determined that the claim for date of service 06/10/2023 was billed by the provider as a routine office visit for a bilirubin test. There are other diagnoses on the claim that are diagnostic but not the primary diagnosis.
  
  The provider also filed claims for ***** for dates of service 06/12/2023 & 06/14/2023 as diagnostic office visits for the same test. We called the billing **** at ************ and spoke to ********. We explained that the claim for date of service 06/10/2023 is filed as routine and it billed as a well-child visit and this is causing his well child visit for last month to deny for frequency. We gave her the other dates of services that were billed with a diagnostic dx, neonatal jaundice, for reference. ******** advised that she would have this claim reviewed for correct filing and we gave her our direct line to call back when the review is completed.
  
  Our dedicated rep tried calling you at the number provided below to provide an update. However,  the phone rung twice and went silent. The only way to get this resolved is with you on the phone and Novant. Is there a great time to contact you because we tried to do so this past Friday.
  
  Please advise.
  
  Thanks,
  
  *****************************
  Claims **************** Manager
  State ********************** Plan
  BlueCross BlueShield SC
  Phone: **********************
  

  Business response

  04/24/2024

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

• Initial Complaint

  04/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My new doctors in ******* have consistently been trying to get a copy of my medical records from Novant Health. They have been consistently lied to and told that I am not a patient. I have been a patient for over 7 years and customer services refuses to assist. I would like my records sent as soon as possible or I plan to hire a lawyer to get it done for me.

  Business response

  04/09/2024

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

• Initial Complaint

  04/04/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Novant keeps sending me emails and texts regarding a bill I have already paid. They are getting ready to turn into collections. I paid this bill with check #****, which they cashed on 3/11/2024. I have called 6 times and everytime they say their just waiting on billing to post the payment to my account.

  Business response

  04/04/2024

  Thank you for notifying us of this complaint. we are working with ***************** at this time. 

  Customer response

  04/09/2024

   
  I am rejecting this response because:
  My bill was for $3,801.51 of which I paid by check #****. The hospital has only given me credit of $3,491.21.  They need to credit the additional $310.30.

  Business response

  04/10/2024

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

  Customer response

  04/12/2024

   
  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

  03/25/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  12/22/23 @ 1:28pm, release of medical records was faxed to **************.Because I received no response by phone, text, MyChart, email or postal service I called the customer service line for ********************** records at ************** @ 4:****. ***** informed me of the charges for my medical records. I received an invoice on 03/04/24, which was paid @ 3:15pm that same day.On 3/15/24 I called back to find out the status and was told to give it another week then call back.On 3/22/24 @ 2:43 I spoke to ****** who said that contact the analyst and have them re-send it.My complaint is that I have requested my requested my multiple times and have waited months for, what should have been resolved 2 months ago.

  Business response

  03/25/2024

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

  Customer response

  03/27/2024

   
  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. 
  ****************;
  

*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. ↩