Complaints

This profile includes complaints for EmergeOrtho, P.A.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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EmergeOrtho, P.A. has 20 locations, listed below.

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• 

  EmergeOrtho, P.A.

  120 William Penn Plaza Durham, NC 27704-2150

• 

  EmergeOrtho, P.A.

  100 Perkins Drive Chapel Hill, NC 27514-1597

• 

  EmergeOrtho, P.A.

  1803 Forest Hills Rd W Wilson, NC 27893-3412

• 

  EmergeOrtho, P.A.

  171 N Carolina 125 Roanoke Rapids, NC 27870

• 

  EmergeOrtho, P.A.

  7850 Brier Creek Pkwy Raleigh, NC 27617

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:03/04/2025

  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.

  1/30/25: MRI at Emerge Ortho in ****** - paid upfront $1032 After MRI - found out that my insurance paid for the **** Emerge Ortho was contacted by my insurance company (*****) on 2/7/25 who indicated that they would be reimbursing me for the amount I paid out of pocket once payment received from *****. ***** paid on 2/10. I have been trying to contact Emerge Ortho *************** since 2/17/25 to check on the status of my refund and every time I call, the phone will ring a couple of times and then hang up or there is a constant busy signal throughout the entire day. When I call after 5:00, I am given the opportunity to leave a message (interestingly). I don't want to leave a message. I want to talk to a live agent. My insurance company can't even understand where Emerge Ortho got the $1032 amount from and why they even told me that I had to pay this upfront.

  Business Response

  Date: 03/14/2025

  We have reached out to our patient. 

• Initial Complaint

  Date:08/26/2024

  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 wrist isn't healing properly from a broken wrist and surgery. I saw a doctor at Emerge Ortho twice. When starting with them I delivered a large package of ER records. The emergeortho doctor was rude so I'm switching to a new doctor and ask for my records multiple times. At first they said $17. Then they said $6. Both are greedy since I delivered the records to them myself and only saw this doctor twice. However, this morning I called them again for my records and gave them my credit card number which they said they would charge $6 so I could get my records today because I'm seeing a new doctor tomorrow. It's not my first request by any means. This afternoon I get a call saying we keep getting multiple requests and we're waiting for your $17 The absurdity and lack of professionalism is beyond belief. The left hand doesn't know what the right is doing.

  Business Response

  Date: 08/26/2024

  I regret **************** has had such a difficult time obtaining her records. Our copying service it outsourced, but I have placed a message to our internal medical records team lead, *****************************, to reach out to **************** and offer to have her pick up a free copy of her records today or we can fax her medical records to the physician's office she has an appointment with tomorrow.  

  Customer Answer

  Date: 08/26/2024

   
  Complaint: 22197515
  
  I am rejecting this response because: someone keeps calling and hanging up when I say hello. I suspect this is the company that they outsource to. I need my records TODAY, as promised and paid f

  The bulk of my medical records were delivered to ********************** personally so they have a lot of nerve charging me since I only visited their arrogant doctor twice.  Unbelievable.

  Sincerely,
  
  *****************************

  Business Response

  Date: 08/27/2024

  It is our office trying to reach the patient. Her records were faxed to ************* yesterday. 

• Initial Complaint

  Date:09/28/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  On 14 September 2023 I had an appointment with **************. Which to say the least, was an unpleasant experience. From the moment the visit began, I sensed a lack of knowledge and professionalism on her part, which left me feeling unheard and dismissed as a patient.Throughout the appointment, ************** repeatedly responded with phrases such as, "I don't know, I have never heard of that before," which deeply concerned me. As a patient seeking medical expertise and guidance, I expected her to have a better understanding of my condition or, at the very least, be willing to explore possible solutions or further diagnostic steps.What troubled me even more was her persistent questioning about what I believed should be done. I found it disconcerting that a medical professional would ask a patient, "What do you think I should do?" I responded by emphasizing that I am not a doctor. **************** lack of knowledge and dismissiveness during the visit left me frustrated, disappointed, and doubting the quality of care I received. Furthermore, it is important to note that her behavior raises concerns about disparities in healthcare, particularly for historically marginalized communities like African Americans. Her approach fell far short of the standard of care that patients, regardless of their background, deserve.In response to my dissatisfaction, I left a message with the patient advocate whose number was given to me by the front desk. Regrettably, as of today, September 27th, I have not received any communication regarding my complaint.I have been a patient at EmergeOrtho for many years, and I have always had positive experiences with my physicians. However, my encounter with ************** has left me with an undeniable discomfort and distrust. Also note that I am still having discomfort in my hand. I kindly request that you investigate this matter thoroughly and take appropriate action. No one should have their medical concerns dismissed, ignored or minimized.

  Customer Answer

  Date: 09/28/2023

  Yes, they need to contact me to start.  They owe me an apology for sure and they need to resolve this issue immediately. 

• Initial Complaint

  Date:09/18/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Appointment was scheduled 3weeks after I went to the urgent care got a sprained wrist. I've been in a brace ever since. The appointment was set for 11:45am EST. I completed all the new patient paperwork online prior to my appointment, excluding uploading my ID and insurance card. I arrived on time and provided my cards. Waiting until 12pm, no word no movement --nothing. Waited until 12:15pm and finally went up to the desk and asked how long the new patient appoint would be and was told 30mins or so. I said, I'd been waiting 30mins and had taken time from work, but had to be back. The lady said she would look into my appointment--within a few mins someone came to get me from the back. I went to an exam room and was asked a few quick questions, then the nurse said I'd be having x-rays done. I let her know I had x-rays on 8/18 when I went to the *********** of my primary doc and this was also noted in my new patient paperwork when I was filling it out. She said it would take time to get them, but didn't say how long. She left. I waited another 15mins and knew I had to leave to get back to work which was a 15min drive there and back. I went to the desk to reschedule and the person tried to schedule me with the same person who wasn't available until the following week on Wednesday. I asked to see anyone else-- she said that wasn't possible unless I called triage, she couldn't make those changes. I took the appointment to have something on the books and left. I called triage and was on hold the entire ride home still with no one answering. I decided to call my primary doctor to have a referral to any other ortho doc in the area. And, I was not refunded my $40 co-pay.

• Initial Complaint

  Date:06/28/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 complaint aims to bring forward my painful visit to the Emergeortho in ****** **, on March 22,2022. My experience was horrifying as I was burned in the *** machine, after constant reporting. I was informed by Attorney ******************* that this incident was not reported to Emergeortho Headquarters, which left me confused and I don't understand why? I want to bring to you notice of the following individuals who are aware of my visit to the Emergeortho in the ****** Office and the agonizing incident that occurred on March 22,2022.1. Dr. ******************************* 2. ********************************************* 3.Adjuster Physhikie ****** (*********)4. Attorney ********************* ( ****************************** Law Firm)I reached out to Ms. ************************** in writing with Certified mail regarding this incident October 28, 2022 it was delivered and someone signed for it on November 7,2022. I was advised to send it to the Headquarters in ****** ** and that ****************** was the person who handles complaint never heard from her. Why? I am not blaming anyone, it could have been the product the Technician I don't know. But I do know I have an everlasting scare mentally and physically and no one has said a word out loud, but amongst each other. It not right.

• Initial Complaint

  Date:04/14/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 used Emerge ortho for my health care needs for a number of years. Im very happy with them, particularly ****************** and Dr. **************************** Both of these have perform surgery on me and are wonderful. However, although my last appointment for surgery was messed up, because information was not passed to a hospital, bearing in mind, my previous experiences, Im prepared to ignore this problem. On April 11, 2023, because of this ongoing situation, I was forced to call ********************************* at ************** location to try and sort out the problem. I left a telephone message at 3:57pm after having listened to her answer machine message, which stated that if I had left her a message before 4 PM that day, I would receive a call back the same day. That telephone call back to me never happened! I did resolve the issue which meant my surgery was put off for another two weeks, Inconvenient bearing in mind the amount of pain Im in, but thats OK.Today however, I did receive a telephone callback, some three days later from *********************************, asking me if she could help me. I have tried to call the corporate office Emerge ortho, but met the, Gatekeeper, whose name was ***, who, instead of putting me through to the **** ****************, started trying to tell me that I was being unreasonable, and would only put me through to **************, location! This together with, The extremely late response from ********************************* has led me to believe that this is an example of the gross failure to provide me with adequate healthcare! The staff do all they can, and I am very happy with them, as previously Stated, however, a severe shake up of The emerge ortho administration, staff needs to occur!

• Initial Complaint

  Date:11/03/2022

  Type:Customer Service 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 was referred by the VA to EmergeOrtho for knee issues and was charged for an appoinment one month after the referral expired for $396. I was not aware of the experation date of the referral but know it was sent to EmergOrtho. They made the appoinment knowing the referral had expired leaving with me having to pay the bill.

  Business Response

  Date: 11/15/2022

  Good morning, 

   

  Per documentation dated 9/3/2020, the patient was contacted and a message was left indicating there was no authorization on file for his upcoming visit being 2/3/2021. He was to contact his PCP to obtain a new VA authorization since original authorization had expired or file his personal insurance in which patient indicated his Medicare was part A only therefore he was billed as self-pay. 

   

  Thank you 

• Initial Complaint

  Date:10/04/2022

  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 went to see Dr **** about a swollen toe joint. His attitude was flippant and patronizing. He then prescribed the incorrect type of orthotic which I could not return despite not being able to wear it due to the nature of my injury.

  Business Response

  Date: 10/06/2022

  Thank you for providing us an opportunity to respond  to Mr. ************* complaint.  Mrs. *********** was evaluated on August 22, 2022 , and the physician recommended an Aircast SP Walker boot. Mrs. ********** was provided and signed an out of pocket estimate and product agreement form at this appointment.(Forms attached)

  The Patient Product Agreement form states:

  PRODUCT RETURNS FOR CREDIT:
  TOA accepts unused returns for credit only within 10 days of date of service. Please contact your provider for assistance.

  We have documentation that Mrs. *********** contacted the office on August 26, 2022 to state the boot was making it worse and was informed by clinical staff to discontinue the boot, ice/rest, and to stay off of her foot. It is noted the patient voiced understanding. There is no documentation that Mrs. ********** was informed she could return the worn boot and if she was informed this by someone, I apologize for this error. 

  Although we regret any negative experience with EmergeOrtho, we are unable to accept and credit durable medical equipment that has been worn. 

• Initial Complaint

  Date:05/16/2022

  Type:Customer Service 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.

  They have my MRI films (records) and will not return them. I have been trying for several months to get my MRI films back from Emerge Ortho. I have called four times and my personal physician has called as well. The last time I called, the corporate switchboard suggested I leave a message for ****** ***** Head of Pain Management at Emerge Ortho in ******, NC. I was assured she'd call me back in 24 hours. That was a week ago.

  Business Response

  Date: 05/18/2022

  Our records indicate the patient contacted us once on 3.10.22 requesting to pick up imaging he left with one of our providers. Our protocol for this is to scan and upload the imaging to our PACS system for the doctor's review and shred the original imaging CD. Imaging and clinical managers attempted to located the imaging CD but have been unsuccessful. Our PACS system doesn't show the imaging and since there is a chance the download into our PACS system was unsuccessful, and the CD was shredded, we contacted the patient and communicated that we are happy to contact the original imaging facility and request and pay for another copy of his imaging.  Records do not reflect any calls other than one call, from the patient on 3.10.22.