Complaints

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

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  WakeMed Health & Hospitals

  3000 New Bern Ave Raleigh, NC 27610-1231

• 

  WakeMed Health & Hospitals

  1900 Kildaire Farm Rd Cary, NC 27511-6616

• 

  WakeMed Health & Hospitals

  212 Ashville Ave Ste 10 Cary, NC 27518

• 

  WakeMed Health & Hospitals

  1316 Magnolia Bend Loop Cary, NC 27519-0120

• 

  WakeMed Health & Hospitals

  3000 New Bern Ave Ste G1200 Raleigh, NC 27610-1245

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:03/13/2025

  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 had a PET scan on 9/30/24. I paid in full. **** reimbursed Wake Med all but $800 of this. ******** has not reimbursed me. I have called 3x. The first 2 times I spoke with *****, who confirmed that they owed me money and would reimburse my credit card. (these calls were in Dec. 2024 and Jan.2025. This has not happened. I called again in Feb. and still no reimbursement. I would like to avoid a lawsuit but expect them to pay the money they stole

  Business Response

  Date: 03/24/2025

  We have contacted the patient and consider this issue closed.

  Customer Answer

  Date: 03/26/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ****

• Initial Complaint

  Date:02/12/2025

  Type:Service or Repair 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.

  On december ******* i went to the wakemed 365 the one at *********************************************************** nc ***** to get my routine std testing done which my insurance covers that a 100 percent with no-co pay or anything..I normally go to the one on ************ but on that day 28,dec,2024 i was around that area so i decided to go to the one on ***************..and specifically told the ** i came in for my routine std testing which my insurance covers 100 percent..weeks later i get bill on my chart for ****** that i am responsible ..when i reached out to my insurance company they told me they put in coding for office visit as if i am a new patient and not for std testing..I spoke to the a *** from billing department and the clinic who comfirmed that they put the wrong code in there and its been weeks now and the issue has not been fixed..this is not the first time i have done std testing...i go to the one on glenwood and i never have to pay anything out of pocket because they put the correct coding in there..I feel like i am not responsible for this bill and i need the balance zeroed out..

  Business Response

  Date: 02/14/2025

  Patient ***** ***** was seen at a MyCare 365 location 12/28/24. These offices bill as a *** location. For annual wellness visits-physical billing, *** testing is not part however the *** shows no charges were incurred for the *** testing.   The balance for ****** is for the actual office visit. After reviewing the account, the patient was billed correctly and there are no changes to the account. 
  
  

  Customer Answer

  Date: 02/14/2025

   
  Complaint: 22930390
  
  I am rejecting this response because per where I have my testing before visiting this office i was never billed for office visit..i need them to explain to me what office visit means..this is an illegal bill and if not corrected i would be filing another complain to the attorney generals office
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 02/17/2025

  Mr. ***** called back to our customer service department and stated he spoke with ***** at the practice and was advised there was a coding issue, and the practice would update the coding. We advised once coding is updated the claim can be rebilled to insurance. 

  Customer Answer

  Date: 02/19/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. the balance was updated to zero
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:08/20/2024

  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.

  WakeMed erroneously billed hospital services 12/35/2023-2/2/2024 to ********* resulting in a copay over $8600. I have a United Healthcare ************ plan as an *** retiree. Had these charges been correctly submitted to UHC, my copay would be $750. I have been trying since March to get this corrected. I have called, sent messages thru MyChart WakeMed app & by letter on Aug 2. I was first told that they must refund ********* then bill UHC. This was never done. Recently I was told that I had a clinical trial, so only ******** would pay. I have NO knowledge of a clinical trial or any attempt to have me sign an agreement to forego my great insurance for payment under ******** with huge copay. I am constantly told to wait another 45 days but no action is ever taken. It should be noted that during my hospitalization I suffered from documented *************************** So if they maintain that I had a clinical trial it would have needed the signature of my POA, ************************* as I was not competent to sign for myself and she was never contacted.

  Business Response

  Date: 09/03/2024

  This complaint is being investigated by our billing department.  We will respond to the complainant as soon as our investigation is complete.  Thank you for bringing this issue to our attention.

  Customer Answer

  Date: 09/03/2024

   
  Complaint: 22166066
  
  I am rejecting this response because:  Id like to keep this cmpla t open until it is resolved. They have been looking into this for months with no resolution.  I have asked Wake Med for proof of clinical trial (their current excuse for mid billing) with no result. I have also asked surgeon about clinical trial and was referred back to Wake Med for answer. I have also tried to find info online on a WakeMd clinical trial during period I was in hospital with no success, so I need proof from them or correction of the billing. 
  
  Sincerely,
  
  ******************

  Business Response

  Date: 09/05/2024

  We have contacted the patient and addressed the concern. 

• Initial Complaint

  Date:08/12/2024

  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.

  My minor child ***** went to the ** back in May and we saw a provider and went home afterwards. Our issue came when we got the bill in the mail which states we saw ******************************* MD, and the bill was for her services. We never saw her and only saw a PA (**************). I asked for a nurse review to be done on the bill to which they reviewed if the ** level service charge was correct, but never addressed this question and stated our bill remains. We should not have a bill for someone we didnt see or talk to and WakeMed has failed to answer the question as to why we were billed for seeing this doctor

  Business Response

  Date: 08/16/2024

  We have contacted the patient and consider this issue closed.

• Initial Complaint

  Date:07/26/2024

  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 got a medical bill a few times higher than what he needs to be per the codes.

  Business Response

  Date: 08/05/2024

  We have contacted the patient and consider this issue closed.

  Customer Answer

  Date: 08/09/2024

   
  Complaint: 22048522
  
  I am rejecting this response because they didn't really provide any reasonalbe solution and still charged me for the same items multiple times and  overcharged me the other items.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:06/05/2024

  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.

  Dear Better Business Bureau,I am writing to file a formal complaint against WakeMed regarding a billing issue that I have experienced. WakeMed is currently charging me $2,031.85 for a lung function test that was denied by my ************** Advantage plan prior to services being rendered on 9/22/23. My complaint stems from the fact that WakeMed failed to communicate with me the amount I would be responsible for prior to administering the service. As a result, I was blindsided by the significant bill after the service had already been provided. If I had been informed of the substantial fee beforehand, I would have made an informed decision not to proceed with the test.I believe that healthcare providers have a responsibility to transparently communicate all potential costs and out-of-pocket expenses to patients before delivering services. The lack of pre-service communication regarding the non-covered status of the lung function test has led to financial hardship and dissatisfaction on my part.I respectfully request that the Better Business Bureau investigate this matter and work with WakeMed to resolve the billing discrepancy. I am seeking clarification on the charges and a fair resolution that considers the lack of proper communication from the healthcare provider.I appreciate your attention to this complaint and look forward to a timely and satisfactory resolution. Please do not hesitate to contact me at [Phone Number] or [Email Address] if further information is needed.Thank you for your assistance in addressing this issue.Sincerely,*******************

  Business Response

  Date: 06/12/2024

  We have contacted the patient and consider this issue closed.

• Initial Complaint

  Date:12/19/2023

  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.

  This is a billing dispute with Wakemed Raleigh for services rendered October 30, 2022. My wife gave birth to our son and we received a bill from Wakemed roughly 8 months later. I filed a dispute as the charges appeared to be incorrect. Wakemed determined that an improper billing code was used and reduced my overall bill by $720 (Initial Out of Pocket Total of $1,721) and resubmitted with my health insurance provider. My health insurance provider reduced my out of pocket liability by $236 (Total of $1,485), but Wakemed has not reduced my out of pocket invoice. In fact, they have increased it from what I originally owed by $290 (Total of $2,011). After multiple phone calls with Wakemed to understand how my bill can increase after they admitted to an invoice error and a reduction in my bill to my insurance provider, they have not been able to provide documentation to justify this. To complicate matters further, the only documentation I have showing an itemized breakdown from Wakemed shows an open balance of $1,001.27. Can you please assist in resolving the matter as Wakemed will go periods of time without responding via their portal, updates my balance constantly without notification, and has shown no desire to close this dispute. I have attached a few documents for reference. I will provide copy of my EOB showing balance due of $1,485 upon request (not sharing yet due to privacy).- Itemized breakdown showing $1,001.27 - Wakemed Statement (most recent)- Wakemed Screenshots of different invoice due amounts - Screenshot of Wakemed not responding to message through portal

  Business Response

  Date: 12/26/2023

  This complaint is being investigated by our billing department.  We will respond to the complainant as soon as our investigation is complete.  Thank you for bringing this issue to our attention.

• Initial Complaint

  Date:03/29/2023

  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.

  Facts for your records,1- On 07-Dec-2022 - Prior to me agreeing to be admitted to Wakemed **** ** ER , my wife and I asked if there is a doctor available to see us, and the answer was YES. Fact: There was no doctor available, nor did any Doctor see me after I was admitted.2 - I have asked for a second opinion by an Orthopedic Doctor. After waiting TWO hours in your ER room, I have asked repeatedly did you share my incident with an Orthopedic Doctor, what is the name of the Orthopedic Doctor that you have shared my incident with, as I am here for a second opinion, and NO name was given/provided. I have asked multiple times, I want a second opinion that is why I am here, a second opinion by another Orthopedic Doctor, who is the Orthopedic Doctor that you have shared my incident with, give me a name, and nothing was provided again. Fact: My incident WAS NOT shared with anyone.3 - Your ER did not provide me with a single aspirin pill. Your ER could not treat my amputated finger. Your ER did not do what I asked them to do. Your ER did NOT provide me with a second ************************** Your ER did NOT share my results with an Orthopedic ******** did nothing to relieve my emotional and bodily pain. You have failed on ALL fronts. Your ER process is broken and needs to be corrected. I do NOT pay for services NOT received, and you should NOT be paid for services you did NOT provide. I am only asking to please ZERO out my balance to close on my case. You have been paid by my insurance more than what you deserve, and you need to ZERO out my remaining balance.

  Business Response

  Date: 04/03/2023

  This complaint is being investigated by our billing department.  We will respond to the complainant as soon as our investigation is complete.  Thank you for bringing this issue to our attention.

  Customer Answer

  Date: 04/04/2023

   
  Complaint: 19867674
  
  I am rejecting this response because: they have called me and wanting to confirm name/address/birth-date and they have refused to discuss the BBB case regarding their "NO" service provided during my ER visit to ******** ER ****, **.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 04/04/2023

  We have contacted the patient and have written a letter to the patient with our findings and consider this issue closed.

  Customer Answer

  Date: 04/05/2023

   
  Complaint: 19867674
  
  I am rejecting this response because: They did not contact me to discuss or resolve the BBB case.  They "resolved this complaint" without talking to me about the BBB complaint.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:03/14/2023

  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 visited WakeMed North on September 16 2020 as was diagnosed with COVID-19. I then spent 3 days in the WakeMed North Hospital. After recovering and returning home, I received a bill that had a Doctor I had never used or heard of mistakenly (verified this with WakeMed) referenced and it totaled $209.30. Upon calling WakeMed about the bill, they admitted their mistake in coding the invoice incorrectly to Sleep Apnea (which I have not ever had or been diagnosed with) instead of correctly to COVID-19. After a series of calls with **************** Shield which was my insurance at that time, and WakeMed on the phone and many hours burned up from an issue that was not my fault, it was determined that ******** was to re-submit their errored filing *****/BS would pay this. This has not been followed up on by WakeMed North although this entire event has been 100% their fault. They need to either write this 100% erroneous charge off of my account or deal with **/BS. Many, many contacts have been made to WakeMed with no viable solution. This $209.30 is NOT money I owe nor is it my responsibility to correct. Thank you, ***********************

  Business Response

  Date: 03/22/2023

  We have contacted the patient and consider this issue closed.

  Customer Answer

  Date: 03/22/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:03/03/2023

  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 hospitalized at WakeMed **** Hospital on January 27th. Since I was released I have been attempting to get a billing statement from them. They continue telling me that they can not provide that as they are working with my insurance company and I need to get a statement of benefits from them. However, that is not what I am looking for. I need a detailed invoice from WakeMed. I am the person responsible for the payment and I need to know exactly what I am being billed for. It is well over a month now and they refuse to provide that to me and are saying I am going to be reported to the credit bureaus for late payment. How can I pay if I have no idea what is behind the total dollar amount they are asking me to pay? I am caught between a rock and a hard place and feel that their internal policy is illegal and their bullying and lack of transparency is just plain scary. I just need a detailed billing statement of every single charge, what insurance covered and what is remaining. Should be simple.

  Business Response

  Date: 03/08/2023

  This complaint is being investigated by our billing department.  We will respond to the complainant as soon as our investigation is complete.  Thank you for bringing this issue to our attention. 

  Customer Answer

  Date: 03/09/2023

   
  Complaint: 19535819
  
  I am rejecting this response because:  There is no information here.  I have been waiting for a month and a half for a detailed billing statement and to set up a payment plan that does not either cost close to $900 a month for 3 months because I can not afford that or force me to sign up for a credit card to pay this off at high interest which I also can not afford.  I believe this practice of forcing patients into a credit card agreement or reporting them to a credit agency for non-payment is illegal.  I should be able to spread out my payments with WakeMed in a manner I can afford.  
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 03/10/2023

  We have contacted the patient and consider this issue closed.