Complaints

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

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• 

  Cone Health

  2630 Willard Dairy Rd High Point, NC 27265

• 

  Cone Health

  1200 N Elm St Greensboro, NC 27401-1020

• 

  Cone Health

  1240 Huffman Mill Rd Burlington, NC 27215-8700

• 

  Cone Health

  618 S Main St Reidsville, NC 27320-5020

• 

  Cone Health

  509 S Van Buren Rd STE B Eden, NC 27288-5083

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:06/19/2025

  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 had scheduled my appointment to see Dr. ******** ***** in January of this year for 07/10/25 after paying for a visit with my primary doctor to get a referral for this visit (which I didnt want to but I did it anyway to be able to see Dr ****** and I got a call today saying that they had to cancel my appointment for July and cant schedule me until next year 2026 due to scheduling issues. Thats not my problem? Why do I have to be inconvenienced even longer because of scheduling issues? That is absolutely unfair and this entire organization needs to be investigated. If they have to reschedule me then I should get the priority and something closer to the time I initially had scheduled for. I will be contact the executive leadership about this because this type of service is unacceptable as a business. They need to be held accountable.

  Business Response

  Date: 06/26/2025

  June 26, 2025
  
  BBB of Central and ************
  *******************************
  ************, *******;27284
  
  RE: Breeyiana *****
  
  Ms. ******* ****,
  
  Thank you for reaching out to Cone Health regarding the service issues expressed by a mutual customer/patient. This complainant requested a scheduled visit with our dermatology clinic in July 2025.
  
  Leaders from the Cone Health dermatology clinic completed an extensive review of the patients medical record and communication amongst leaders regarding the patients appointment. The thorough review identified that on June 19, 2025, the scheduling team at the clinic was notified by the assigned physician that they would not be in the clinic on the patients scheduled appointment,July 10, 2025. The physician requested that all patients be rescheduled. No specific rescheduling instructions were provided at that time by the physician.
  
  The patient subsequently called and was informed that the next available new-patient appointment with the physician was in February 2026.The staff member offered alternative scheduling options, but the patient elected to cancel the appointment. Further investigation acknowledged that the patient called back and requested to speak with the practice administrator of the dermatology clinic later in the morning on June 19th. During that conversation, the practice administrator reviewed several options with the patient and requested time to consult with the medical team. After reviewing with the original scheduled physician, the practice administrator followed up with the patient on June 23rd and again on June 25th. Per the patient's request, the patient was scheduled for an appointment on July 30, 2025, with an alternate provider and was added to the new-patient cancellation list for the original physician.
  
  The patient was given the practice administrator's direct contact information and appeared satisfied at the conclusion of the call. The dermatology clinic staff will continue to monitor the original physicians schedule for cancellations and will inform the patient of any openings.
  
  In review of the patients desired settlement of a scheduled visit in July 2025, the resolution of an appointment on July 30, 2025, meets the patients desires. Thank you for the opportunity to partner with you all and address our patient concerns. Please do not hesitate if I may be of further assistance. 
  
  
  Thank you,
  
  ******** *****, RN, BSN, BSBA
  Accreditation & Patient Safety Specialist
  Cone Health | Quality Excellence
  Email: **************************************************************
  

  Customer Answer

  Date: 06/26/2025

   I am rejecting this response because I am no longer wanting to see the provider or any provider, rather, at this office due to this entire experience put a bad taste in my mouth and being unethical and I am requesting for a full refund for my referral that I paid an out of pocket office visit for with my primary, I wouldve never needed a referral had I didnt schedule an appointment with this dermatology office since they required a referral to be seen. 
  

  Business Response

  Date: 07/02/2025

  June 30, 2025
  
  BBB of Central and ************
  *******************************
  ************, *******;27284
  
  RE:  Breeyiana *****
  Complaint ID#: ********
  
  Ms. ******* ****,
  
  Thank you for reaching out again to Cone Health regarding the service issues expressed by a mutual customer/patient. This complainants response to the initial response by Cone Health was rejected. The complainant advised they no longer request to see the assigned provider nor any provider,but rather, requested a full refund for the office visit which was warranted to obtain a referral to the dermatology office.
  
  In review of the patients initial desired settlement of a scheduled visit in July 2025, the resolution of an appointment on July *******, met the patients desires. Additionally, members of Cone Healths Clinical Compliance and ********************* further completed an extensive review of the patients medical record. It was noted that the outside referral was non-urgent and directed to Cone Health Dermatology, per the patients preference. The patient was offered an alternative appointment near the original date, with a different provider in the same practice and specialty but the patient chose to decline. Concluding, Cone Health has determined to not fulfill the patients request for a refund. We, again, sincerely apologize for the patients experience with the appointment scheduling events that transpired. We look forward to the honor in caring for the patient in the future.
  
  We thank you again for the opportunity to partner with you all and address our patient concerns. Please do not hesitate if I may be of further assistance. 
  
  
  
  Thank you,
  
  ******** J, RN, BSN, BSBA
  Accreditation & Patient Safety Specialist
  Cone Health | Quality Excellence
  
  

  Customer Answer

  Date: 07/03/2025

   I am rejecting this response because the response didnt make any sense. The referral was REQUIRED to be seen by Dr. ***** (thats their office policy when scheduling an appointment) and I wouldnt have gotten a referral (out of pocket cost for me which required me to schedule an office visit with my primary provider) and if it werent required by Dr. ***** then I would have never paid to get a referral so yes, a refund is a valid request as this is becoming unethical - your office canceled a patients appointment (mine) that was scheduled 6 months in advance then having a nerve to reschedule it 6 months later so with this type of service I would rather go somewhere else to get looked at because I cant wait until January 2026 to be seen when my initial appointment that was canceled was supposed to be this month in 2025.
  

• Initial Complaint

  Date:03/05/2025

  Type:Product 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.

  sought medical treatment for tmj or manibular adjustment on numerous occassions but refuse to touch me or treat me as if i cooties in grade school. The only thing theyve ever done is collect urine. WORST HOSPITAL EVER!

  Business Response

  Date: 03/07/2025

  Cone Health has reviewed the submitted concerns. Due to insufficient information, Cone Health is unable to review and provider a response. Please have the patient contact ************ or email concerns for specific dates of service to **************************************************************.  Sincerely, Grievance Team

• Initial Complaint

  Date:02/22/2025

  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 had traumatic hip surgery at ***** **** Aug 28 07 I met Dr ***** his name describes his personality well, I'd give Dr ***** one of my kidneys , thank him for helping me, but his staff is treating me like s*** I had extensive insurance with Aflac and blu cross blue shield,I was told by ***** **** that my entire balance was not paid therefore I can not see Mr ***** again, I was limited to two vists after my surgery. I recently has muscle spasm problems that was very tough,I've reached out to his staff and ***** ****,I also filed a complaint with the insurance commissioner,I'm on disability, I should not have to deal with pain from a billing dispute involving my insurance company. my criminal record comes up with my medical reports. When I went through kto acidosis at ***** **** ,I hallucinated on ****** again,ripped out my iv,the surgeons that had to get up at 2am to reinstall an IV in my thumb asked me for some cocaine. THier habit was not the first thing on my mind at this moment.

  Business Response

  Date: 02/28/2025

  Please see attached response. 

  Cone Health Grievance Team

• Initial Complaint

  Date:12/20/2024

  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.

  Cone Health turned me in to a collection agency when I am clearly making regular payments. I have another bill from them, but they won't send it. They will only send me a link by text. They are so unorganized you have to wait 20 minutes to get someone on the phone and then they are hateful. I am paying and do want to pay my bill. Why am I being punished in this illogical manner?

  Customer Answer

  Date: 01/03/2025

  Not surprised that you could not contact this entity. I have not heard from the business in response to my complaint. An associate called and left a message. But, please DO try to call them back. I burned half of my own lunch break waiting on hold and I won't do it again. It is not right to report people to a collection agency when they are making regular monthly payments and the ****** bill will be paid off this month. I still don't have a copy of my new bill, so I can pay that. Like they are making it as hard as possible to pay. Definitely NOT resolved. Thanks for your help!

  
  

• Initial Complaint

  Date:10/17/2024

  Type:Billing 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.

  After heart surgery I was referred to Intensive Cardiac Rehab. Given est of $0 owed in Dec 2023. Went to rehab 7 times in Jan 2024; there was never any mention of further payments. Every other Cone facility I have ever been to asks for payment upfront at each visit. In 2024 got a bill for $1387.52 (cause it's a new year, new deductible). I told Cone if I had been told of ongoing charges, I would have stopped rehab. I believe this was not informed consent. I would have gladly paid for one visit ($232) to try out the program. But had I known how they billed, I would not have kept going back. When I complained to Cone they lied and said money was discussed at every visit. It NEVER was. I could see and hear other patients checking in at every visit. Payment was never discussed with ANY of them. Eventually I contacted ******* ******- Cone Health Revenue. Always said she would call back, never did. She said she would call me before sending to collections; never called - sent account to collections. Sent a letter saying account was removed from collections, but it is still in collections as of 10/17/24. Everything she has said to me is false.I am willing to settle for the amount of one visit, $232.00. Yes, I signed a form accepting financial responsibility; but Cone withheld valuable information which would have allowed me to make an informed decision about continuing rehab. This is a deceptive practice, compounded by ongoing lies about the process.

• Initial Complaint

  Date:09/24/2024

  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 was feeling unwell and went to the ** at Alamance Regional Hospital (Cone Health) on 11/11/2022. Once in my room, an employee rolled in a cart and laptop to document my demographics and my insurance info which I provided. I am a military spouse, to a now disabled veteran so we have Tricare. Just a couple of months ago in 2024 I found out that I had a collections account with ********************** and I was shocked because I had no knowledge and had rcvd no communication all this time. I reached out to Cone Health who claimed that I had no insurance and that they tried to call and send notices but never heard back. I have never received a call or letter from them about this, otherwise I would have just confirmed my insurance info. When I asked them what address they had, it was incorrect (some weird combination of my address with a wrong town and zip code, that they apparently entered incorrectly. They acknowledged their error,apologized, and corrected the address, however, It is now outside of the 12 month timely filing period with the insurance, and due to their error, they refuse to fill out a timely filing waiver and file the claim. I even tried to fill out the timely filing waiver and submit the claim myself but the insurance says it has to come from the provider directly. Cone Health stated that they dont want to file it with my insurance because if they deny it for timely filing they would have to write it off and they dont want to do that. So instead they try to bill me directly for $1422.85 instead of what my ** copay would have been (about $135). They claim to give me an uninsured discount but I have always had insurance and provided that info to them, but they failed to file it appropriately and clearly couldnt even enter my address correctly which prevented me from even knowing there was an issue until years later. I need Cone Health to file the timely filing waiver and claim as the insurance requested or write this off for their error and negligence.

  Business Response

  Date: 11/07/2024

  See attached response.

• Initial Complaint

  Date:07/11/2024

  Type:Billing 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.

  So, I have been going to this ********************************************* practice since probably June of 2023. When I first started going. I told them I had just moved from ********, and I wanted to continue my allergy shots. I need a schedule doctors appointment with them. I meet with them. I selected a private insurance company at first. I show them this is who my insurance company is. No problem. That insurance company pulled a fast one on me. They admitted that they did wrong, I transferred insurance companies to ********** and blue shield of NC. I immediately told Cone health this change. Matter of fact I cancelled the other insurance before it even started and started with BCBS before anything could get going. Cone health was aware because they asked for my insurance card. No problem was brought up to me. Over the next probably 6-8 months, I'm getting allergy shots there, nothing is brought up to me about BCBS being out of network. My allergy serum runs out. The doctors down here tell me. They have to get an allergy test of their own, so they can made their own allergy serums for injections. I've gotten allergy shots for 15 years plus, so I know this is standard protocol. So, they still know I'm with BCBS and I'm not aware they it's out of network. We proceed with the allergy test, and they even give me my first allergy shot. I'm not sure, why they needed to see my card again. But the insurance gets brought up again. Now, after all of the sudden it's out of network & the charges are like $900. I understand, as the client you're suppose to know if coverage is out of network or not. But, when I hand you my card and proceed to attend the practice for at least 6-8 months, and nothing is said. Then you decide to do two appointments, and you don't tell me that it's out of coverage. Then, I'm not sure if it was the new year or what, but then you tell me oh by the way, you're out of coverage, and you're down $900. I'm very frustrated by this process. In which, is the reason for my complaint.

• Initial Complaint

  Date:05/29/2024

  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.

  Recently, I had surgery at *******************, ACCT # *********. I received a bill for $4003.78. I applied for financial assistance through the hospital and was denied. After reviewing the itemized charges of my surgery bill with ********, I found charges that were not supported by medical record documentation, and significantly inflated pricing. I provided documentation to ******************* negotiating the pricing, and the hospital was unwilling to negotiate, despite acknowledging their errors in the itemized billing statement and admitting they were valid errors.

  Business Response

  Date: 06/04/2024

  June 4th, 2024
  
  BBB of Central and ************
  *******************************
  ************, *******;27284
  
  RE: BBB Wellbock #********
  
  Ms. Wellbock:
  
  Thank you for contacting us regarding your concerns about account *********, which was for services rendered at our ******************* Facility on 3/8/2024.
  
  It is unfortunate that your outstanding balances do not meet our Catastrophic discount program. This program is available to our insured patients if they have owned ******* or more to Cone Health within six months.You can review this full policy online at www. ConeHealth.com. 
  
  We have also audited your charges by phone with a Goodbill representative. The audit results provided Goodbill with the needed information, and it was agreed upon that the charges were correct. Your responsibility is based on the contractual rate established by our contract with BCBS, which was applied to your deductible and co-insurance for medical services provided. 
  
  Please feel free to contact our customer service at ************ if you need to make arrangements to pay your outstanding balance.   
  
  Respectfully,
  
  ***************************

• Initial Complaint

  Date:05/28/2024

  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 sent me a bill for $750. I was never treated here, nor any of my children. The bill is in collections now. They will get rid of this false bill immediately or I will file legal charges.

  Customer Answer

  Date: 05/29/2024

  Photos included. Thank you. 

  Business Response

  Date: 06/14/2024

  June 13, 2024
  
  BBB of Central and ************
  **************************************************************************************************************
  
  RE: RE: BBB Young #*********
  
  **************:
  
  Thank you for reaching out regarding your Cone Health billing questions as it relates to yourself and two of your children.
  
  In response to your statement that you, nor your children, have ever been treated at Cone Health, I have reviewed all documents of identification collected during the Emergency visits on March 23, 2023. A copy of your photo identification in the form of your NC Drivers License was scanned onto each of the three patients accounts. In addition, the Assignment of Benefits (AOB) signature has been compared to the *** signature and they are all a consistent signature.
  
  Following this review of documentation submitted by you, the March 23, 2023, visits to the ******************** are deemed correct and the outstanding balances are accurate following insurance reimbursement.
  
  Please feel free to reach out if I may be of additional service.
  
  Respectfully,
  
  **************************
  
  Director, Patient Accounting

  Customer Answer

  Date: 06/14/2024

   I am rejecting this response because:
  
  *****,

  please include someone qualified to handle this matter. You contradicted yourself. How can Cone send me a bill if myself or my children were not a patient there? Therefore, the bill is false and needs to be disregarded immediately. 
  

  I have called Cone Health and they have no idea why I was sent a bill. The medical director said billing needs to correct this. Please do so or I will continue filing complaints and charges. The appropriate person needs to handle this matter on Come healths end. I will also be sending this to the collection agency as proof Cone wrongfully billed me.

  Thank you

  ***************************

  
  

• Initial Complaint

  Date:04/09/2024

  Type:Billing 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.

  I paid in full for a one year membership in December of 2022 totaling $660. My membership ceased in December 2023. **************** began charging another bank card I had on file with them monthly beginning in January 2024. I noted this on my bank statement and went in person to **************** to rectify the situation the first week of February 2024. I met with the membership director *********************** who assured me the membership was cancelled and no other charges would occur. Charges continued to occur in March and ***** of 2024 for the $55 monthly fee. After several phone calls, the initial charges for March and ***** were refunded to my bank card. Now, again, another monthly charge of $55 for ***** was taken out of my bank card. Emails and conversations with them have resulted in no resolution to date and no refund. Any assistance in getting this situation resolved would be appreciated. I am suspect now as to how often this occurs and if this is their common business practice.

  Customer Answer

  Date: 04/20/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it. My bank actually resolved the payment issues.