5 Customer Reviews
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Review from Denielle C
1 star09/28/2023
****** billing is a mess, I've provided them with my insurance card for a year. My insurance company contacted them directly,yet they are still billing me directly for a visit from a year ago. It took 9mos for the eye clinic to get the billing right and rheumotologist but the other specialist cant seem to get it together. Last I checked they are contracted with BCBS so they should not be billing me.Review from Marco T
1 star04/11/2023
My wife and daughters went to perform the standard yearly eye check.My wife was told she had to pay only 150USD and eveything else would have been covered by the insurance.With our great surprise we received a bill of 441USD and once contacted **** told us we have to contact our insurance becauser their provider doesn't work with our insurance.1) We didn't approve any additional expense of 291USD 2) Why were we told the person was out of network?3) Why were we clearly told we didn't have to pay anything on top of the 150USD?Terrible service and not possible to trust them.Review from Russ G
1 star07/06/2022
When I first attended a Duke specialist, they created two additional, future appointments in case the initial appointment determined that they would be required. The results of the first appointment negated the need for the two future appointments and the doctor's office cancelled them. However, Duke MyChart wasn't updated so I had to spend almost 1 hour each time to cancel the appointment as MyChart let's you request or change but not delete. So, because of an internal miscommunication between two Duke offices, I had to spend several hours on hold (approx 1 hour each time) so that I wouldn't get charged for an appointment that had already been cancelled by the attending physician. Either allow appointments to be cancelled using MyChart or get more people answering the phone.Review from Matthew N
1 star03/10/2022
I recently underwent surgery to have a very painful pilonidal cyst removed. My wife and I, like most people, are having our fair share of struggles financially and were optimistic to have the surgery done as Duke Health offered payment plan options to help us with cost. The cost of the surgery was between $2,000 and $5,000, which qualified us for a payment term of 24 months. This plan started about 4 months ago. I was making every payment on time. Suddenly some office visits showed up on my statement. And by showed up, I mean I noticed an irregularity in my remaining balance and number of payments. Duke Health added cost to my payment plan with out notice, nothing showing on my statements except the change in balance, and no notes in my duke chart. I was notified a few days ago that the monthly payments have increased by almost double and that is because Duke Health changed the payment terms and now I have 12 months to pay off my surgery. Again, it's only been about 4 months on a 24 month payment plan. Turns out, my remaining balance is below $2,000 now and that would qualify me for a 12 month payment period, if I were needing a payment plan option. Long story short, since my remaining balance reflects a different term option, Duke Health changed my terms, which raised my monthly payments, and no one is willing to see it or help. Furthermore, I believe that any financial aid or service cannot change terms a few months into payment, simply because it suits them. This cannot be legal and I don't know what I should do. No one in billing is willing to help and their only effort is to direct me to a payment plan web page. It was there that I noticed the "Under $2,000 for 12 months" rate and realized what they had done. How does a medical facility keep a patient in the dark regarding accrued costs? How can they justify making changes to a financial agreement without consent? I suppose the next step is to seek a means of legality. Duke Health is not a care facility!
Duke Health Response
03/10/2022
Dear ***************
Thank you for your feedback. When patients set up payment plans for balances with Duke Health a letter is mailed to advise of the payment plan arrangement. The letter warns "If you have additional self pay balances in the future, they will automatically be added to this payment plan, which could increase the monthly payment. If your monthly payment changes, the new amount will show on your next statement." The letter also advises if you are not able to make your monthly payment, feel that your payment may be received late, or have any questions concerning this arrangement, please contact Customer Service at (919) 620-4555 or (800) 782-6945. One of our representatives will be glad to assist you. Thank you for choosing Duke Health for your healthcare needs.
Sincerely,
Customer Service Associate
Duke University Health System
Review from Terrell B
1 star01/06/2022
If you have a loved one and need their medical records. Be sure to get them before your loved one passes. Duke medical records team have no communication skills, don't have a clue what they are doing. And don't keep accurate information documented when they take phone calls. I have seen low level call centers with more customers service skills than Duke medical records.
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