Complaints

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

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Lake Norman Neurology has 4 locations, listed below.

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  Lake Norman Neurology

  124 Professional Park Dr Ste A Mooresville, NC 28117-5610

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  Lake Norman Neurology

  6060 Piedmont Row Dr S Charlotte, NC 28287-3884

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  Lake Norman Neurology

  9735 Kincey Ave Ste 203 Huntersville, NC 28078-9120

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  Lake Norman Neurology

  2660 Tate Blvd SE Hickory, NC 28602-1465

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:09/12/2022

  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.

  **************** has been seeing me for almost a year now and has not come up with all the answers needed. Every time I go to his office he just sets up more tests and schedules my appointments for 2 months later. On the tests he orders I ask if it is covered by my insurance and have been told yes but it's not. He is sending all my labs and blood work to out of network labs without telling me even though I ask. I believe he is milking my insurance company and dragging one h*** of an ongoing situation longer than it needs to be. He has sent my insurance to out of network labs twice that I know of!!! I am unemployed and fighting disability, I do not have $5166.00 dollars to pay this bill especially when I was told it was covered when it wasn't. My resolution is he needs to pay this bill and the other out of network bills he sent . The receptionist and the billing department have also lied to me telling me these tests were covered. I will not be paying this bill and will continue to fight **************** until it is resolved, I will also be asking my general Dr for a referral to a new neurologist.

  Business Response

  Date: 09/22/2022

  The patient who filed the complaint called our office on 9/12/22; she insisted she had been lied to asked to cancel a pending appointment. When the receptionist asked if she would like to reschedule, the patient declined, stated she would be filing a complaint and very abruptly ended the call by saying, **** b****** ***** learning of the exchange from the receptionist, I reviewed the patients account and noticed she had called customer service stating that she received a statement showing she would over $5000 for out-of-network services. ***** discovering what I believed was very likely her concern, I sent the patient an email to inform her that I had been made aware of her conversation with our receptionist and had, I believed, identified the source of her frustration. I informed her that I had reached out to the vendor providing the services on her behalf and would let her know what I was able to find out; I also included my direct contact information. Never did the patient bring her concern to the attention of our office; I took it upon myself to investigate her claim. ***** speaking to our contact with the vendor, the patients claim was re-processed in accordance with her in-network benefits. As a result, her responsibility was substantially reduced. As for staff in our office, or staff in the billing department, lying to the patient that services would be covered, there is almost no chance that this occurred. If we know nothing about insurance, we know that we DO NOT know whether a service is covered until a claim is processed and sometimes, not even then should an appeal be appropriate. As a rule, insurance companies will not tell you a service is covered without also including the caveat that their decision is not a guarantee of coverage or payment, as these cannot be determined until the claim is filed.

  Customer Answer

  Date: 09/22/2022

   
  Complaint: 18013916
  
  I am rejecting this response because: I was not as rude as she is making it out to be and my response as I was hanging up the phone was f****** *******, not bye *******, we had already ended the call and the phone wasn't even at my ear anymore and the manager knows this because she said it to me very rudely when I called her at her personal number and told me I was lucky that she was even going to try and help me because she really didn't have to and I thanked her for that and also explained about the comment and apologized and told her it wasn't even meant for them to hear. I asked if it was covered I also asked when they did the *** if that was covered as I am not employed and fighting disability. As far as her checking in to see what can be done I have not had a call back from her when she said she would call the lab and see if there was a way to resolve the issue and I did bring this to the offices attention, that is the whole reason that I called, I was cancelling my appointment because I was asking my general physician for a referral to see a different neurologist for a second opinion. I also stated in my response the other day that when I called the lab I was told that the biopsy was done without approval by my insurance company and this was never brought to my attention from ****************** office.
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 09/28/2022

  As was included in the previous response to ******************** complaint, we have been in touch with the third-party vendor who provided service in question. They advised that the charges have now been processed (i.e., covered) correctly and that she owes only the coinsurance amount required by her insurance, which is substantially less than was indicated in the *** she received. I did not contact the patient regarding the adjustment because the vendor told me someone from their billing department would do that. ****************** does not have a balance with our office, so I dont know that there any other relief we can offer. Thank you, again, for the opportunity to respond.