ComplaintsforNovant Health, Inc.

• Initial Complaint

  11/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Novant Presbyterian gave me a quote for a procedure of $2,851.32, which indicated that the procedure will be covered by insurance. Now I am being told that insurance did not cover the procedure and I am responsible for $5,489.87 which is almost $3,000 more than what I was quoted. My insurance confirmed that hospitals typically verify coverage with them prior to the procedure and stated that they would not be able to verify any coverage if I contacted them personally (the hospital insists I should have done it myself). The procedure I had is as common as a knee replacement surgery and I am covered by a major provider (**********). I paid $1,445.00 towards the amount. In the meantime, Novant Presbyterian called me to find out if I was interested to learn about payment options and told me that they will send me some material. I agreed to review the material, but instead Novant transferred my account to a third party without my authorization. Since then I have been harassed at work by this third-party bank or whoever they sold my account information to. I called Novant and requested that they transfer my account back to them, but the relentless phone calls have not ceased. By not giving me the accurate information on the coverage and cost of the procedure, Novant Presbyterian prevented me from seeking more affordable alternative providers and from my right to obtain a good-faith estimate for non-covered services. Additionally, they sold my account to a third party without my consent, which resulted in release of my information to other entities. Novant Presbyterian should honor their estimate because not informing me of the fact that the procedure will not be covered was their mistake. Doubling the price over the estimate is not an acceptable business practice. Novant Presbyterian should also request that their third-party bank retract my contact information from the database of their partner companies that have been contacting me at my work number.

  Business response

  11/05/2024

  Thank you for sharing this information. We are working with Mrs. Keen  to resolve their concern.  

• Initial Complaint

  10/28/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I had a medical procedure done 5-10-24. I made a prepayment 5-9-24 as required for this procedure. I had to make several calls one of which I got my insurance company United Health involved (in July) to get the billing straightened out. All claims have been paid by my insurance as of 8-6-24. As a result, the prepayment I made was excessive to which I am due a refund of $883.97. I have made numerous calls and all I get is "claims are pending" when they are not. I can not get this company to refund my over payment of $883.97 . This is approaching 6 months after prepayment and approaching 3 months after ALL claims correctly filed AND paid.

  Business response

  10/29/2024

   Thank you for sharing this information. We are working with Mr. ******** to resolve their concern. 

  Customer response

  11/01/2024

   
  Better Business Bureau:
   After 3 months with several phone calls of trying to get the refund due, it took 2 days after contacting the Better Business Bureau for this refund to be received . So I want to give a grateful THANK YOU to the Better Business Bureau.
  
  Thank you. 

  *** ********

  
  

• Initial Complaint

  10/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Novant ************************************************** - **********, ** Failed to contact me of my biological mothers death. She passed on 7/1/2022, and I have been through so much with them. I will state first and foremost, she passed on 7/1/2022, I was not notified of her passing until NOVEMBER. I went to vital records, got her death certificate, went to hospital to get them, and the hospital told me unless I could tell them what the jewelry looked like, they couldnt give me anything. Fast forward to a few more months where I got and administrative letter so I could do all of the things to close accounts, etc. I finally was able to obtain the pictures that were there, This has been out for going on two years and now Novant tells me that being that I wasnt listed as a emergency contact of any sort that theyve ruled that I had basically no entitlement to her belongings. It is a very strange situation and I am getting nowhere with it except for I have gone through the people done the things that I needed to do. I am havent responded back..

  Business response

  10/28/2024

  Thank you for sharing this information. We are working with Mrs. ***** to resolve their concern. 

• Initial Complaint

  10/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On September 16, 2024 went to Novant ** for really bad back and leg pain all on my left side that was my chief complaint. while there I was asked in triage I did tell them about coughing and burning eyes but I was scheduled for a CT scan already I have nodes on lung . I will only talk about my service I never sign anything going in or out .but like a number all the test they performed chest x-ray, EKG, **** basic are all routine orders this was done in the lobby without let patient know it still many be awhile none of theirs test have anything to do with my back. my chief complaint is lower left back and leg pain AS the *************** *** *** stated he was treating me from the lobby. also per risk management they don't need for you to sign your consent if you come in their ** * . to treat you I can understand that if you not able and didn't understand then that rule would apply not true not unless novant is looking to get sued like for sample (the breathing treatment I was given didn't need) . I bought medicine that I didn't need even order a breathing treatment treated like..... past around talked down too. misdiagnosis the chest x-ray show that I didn't have can't be diagnosis from a computer. if he would have just listen to my lung like he said he did. A nurse allowed personal feeling inside a patient chart and telling the patient to ask for permission to remove wrong information instead of updated your charts every time that patient enter your door per *** *** in risk management the system auto-populates old history like I listen to lung they are clear but the doctor really didn't I have a letter full of reasons and a phone call that my insurance had to get her to make instead of treating their patient with respect. and doing the right thing I lost Money Still have not told me what they plan on doing still trying to make their self right . But *************** said he forgot something have now when back and added. this is a joke

  Business response

  10/25/2024

  Thank you for sharing this information. We are working with Mrs. Broadway to resolve their concern. 

• Initial Complaint

  10/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had surgery at SouthPark Surgery Center on May 20, 2024, and it has now been over five months without resolution to the billing issues that followed. Despite numerous phone calls and emails, the billing contact, ******** ******, has repeatedly assured me that the issue would be resolved, stating multiple times that it is an error on their part and that I am not responsible for the remaining ********** insurance has already made its payment, and I have paid the portion that was indicated as my responsibility. However, despite these payments and Michelles assurances, the issue remains unresolved, and I am still being billed. I have tried to communicate with her several times but have received no updates or ************************* this point, I am extremely concerned that this unresolved issue may soon be sent to collections, despite it being an error on the part of SouthPark Surgery Center. I am seeking immediate resolution, as this continued delay and lack of communication is unacceptable.

  Business response

  10/18/2024

  Thank you for sharing this information. We are working with Mr. ***** to resolve their concern. 

  Customer response

  10/23/2024

   
  I am rejecting this response because:

  It was stated that this adjustment was approved on Friday OCT18. Today is 23 and i am yet to receive proof of this. If it was approved why hasnt the process been completed?

  
  

  Business response

  10/29/2024

  Thank you for sharing this information. We are working with Mr. ****** to resolve their concern. 

• Initial Complaint

  10/07/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Just received a bill from Novant health stating I owe ********. Upon looking at the bill it is for my adult son who I am not and have not been financially responsible for since he left my home years ago. He is a grown man with a family and separate address. I have never consented to take financial responsibility for another individual outside of myself and this cannot be legal. I never signed anything and do not go to the doctor or hospital visits with my son. If you treated him you bill him or his insurance. I want to know how you got my information to tie this to me and how you think this is legal. If you went in my Novant account to create a bill that means you violated my privacy and further more gave my information to third parties so they could bill me as well. I want this bill out of my name and off my account immediately!

  Business response

  10/09/2024

  Thank you for sharing this information. We are working with Mrs. Frierson to resolve their concern. 

• Initial Complaint

  10/04/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On September 24, 2024 I was persuaded by Mechanics and ************ Branch Manager to go *********** to be checked out for the slight congestion I had her name was *** ********. I selected to be seen at Novant Go Health *********** for I remembered two years ago during the Pandemic of Covid 19 upon request of doctor/job you can be screened for COVID 19 at no additional charges according to the *** guidelines and Health Insurance if you have it. I will attach documentation. I gave My Aetna Medical Insurance Card, which shows *********** Staffing as My Employer who provides My Medical, Dental, and ***************** My co-pay was $15 in which I paid upon receiving services. The remainder if any should have been billed to Aetna/Beacon Hill/ ********** for Enforcing me to go for this screening. I asked many questions to the receptionist about whether this screening was Free for ***************** with Insurance and she confirmed Yes. My understanding is that I could get screened for this reason, because the Security Guard named ******** at ***** was diagnosed with COVID 19 and didnt remain out of work for 5 days before reporting back to work contaminating others. We were forced to do this for Preventative Measures is what was expected and explained to me. Then, Earlier this week I started receiving bogus emails from an anonymous Go Health Website claiming I owed $237 and withdrew $237 off of my bank debit card. In which, **************** has been notified to place a Fraudulent Activity Tracker on my Account. I am in hopes that Novant Go Health Affiliation/Affiliates will investigate this and provide a solution on their platform. *************** should have been notified to Inquiry, because I shared with the Physician Assistant ********** E. *******, NP that my Employer from ***** Insists on me to be checked due to possible exposure from an infected employee by no fault of my own. I will be willing to research this with the *** to find out options to resolve this.

  Business response

  10/07/2024

  Thank you for sharing this information. We are working with Mrs. ***** to resolve their concern. 

  Customer response

  10/07/2024

   
  I am rejecting this response because:  I **** Roslyn ***** have not heard from Novant Go Health since I filed the complaint.  There were no emails or phone calls to address my complaint.  As soon as I hear from Novant Go Health I will let you know immediately.  My Aetna Medical Insurance should have covered this visit since I paid $15 Copay.  I reiterate I was forced to go to *********** from a Beacon Hill Staffing Client M & ****** manager *** ******** since I was exposed to a security guard name ******** who was diagnose with Covid 19 on a Sunday and returned on two days later on a Wednesday which is not the *** Guidelines.  ******** was supposed to remain out until at least 5 days as long as symptoms subsided.  We were all exposed for his lack of defiance.  We were supposed to get screened.
  
  

  Business response

  10/21/2024

  Thank you for sharing this information. We are working with Mrs. ***** to resolve their concern. 

  Customer response

  10/22/2024

   
  I am rejecting this response because:  Novant Health Go Health needs to reach out to : ******************************** in C/O ******* ****** or ******** ******* for I have submitted my Employee Accident Report for this medical visit to be filed under Worker's Compensation since it occurred at work and their client Mechanics & ************ branch manager *** ******** sent me to be checked out at Novant due to a Security Guard named ******** had Covid ***************************************** having to be screened.  We were all exposed since this individual didn't remain out of work for 5 days.  

  I spoke with a Novant Health Representative today trying to get them to forward this information to my attention to have ******************************** reimburse this payment that was debited from my card.

  Is it anyway you can ask Novant to cooperate with this?

   

  
  

  Business response

  10/24/2024

  Dear **** *******,

  
  We are writing to inform you that we are actively working to resolve the complaint filed by the customer.

  Due to patient privacy regulations under HIPAA, we are unable to provide specific details regarding this matter. However, please rest assured that we are committed to addressing the concerns raised and ensuring a satisfactory resolution.

  Thank you for your understanding.

   

• Initial Complaint

  10/03/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Novant has a ******** contract with ***** advantage ******** for us to see a specialist at a ***** co-pay. I paid this upon arrival at Dr ****** ********** office ( Novant Urology,**********************************************************. This is what i am to pay. They are trying to charge a out patient visit due to novant owning the facility for another *****. This is not in the ******** advantage contract. Billing code G0463. Aetna or myself seem to not be able to get this resolved. I wonder how many seniors are being took advantage of due to this practice? Their number is ************. It's more the principal of the matter as well as how much of this is going on.

  Business response

  10/14/2024

  Thank you for sharing this information. We are working with Mr. Blevins to resolve their concern. 

• Initial Complaint

  09/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Novant Health is billing me for $152.69 for radiation treatments in March of 2024. However, according to my insurance company I do not owe this money. Novant Health has not credited the proper amount based on what insurance paid. Based on the *** from my insurance company the Health Plan Discount is $2,695.59. However, Novant Health only credited $2,542.90. I have spoken to Novant Health on 2 occassions and they refuse to credit my account with the additional $152.69 which they should write off based on insurance. I have attached the Novant Health itemzed bill along with my EOB from my insurance.

  Business response

  09/25/2024

  Thank you for sharing this information. We are working with Mrs. ****** to resolve their concern. 

  Customer response

  09/25/2024

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

• Initial Complaint

  09/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My son **** Allen ***** is on ******** in ** and I am his legal guardian for medical purposes. He went to Novant Northwest Family Medicine on 06/07/2022 for a visit covered by ********. He was covered by United Health Care ******** for this visit. I am not sure who Novant billed. The first we heard about any issue with payment was about 2 months ago and **** received a message through Novant Health Mychart saying he has an overdue bill in the amount of $321. I called and spoke to someone who let me know they had billed BC/BS ******** instead and it wasn't covered. I asked why it took 2 years to find this out and they didn't have a reply. We received yet another bill in the mail towards the end of August. I called on 08/27/24 and spoke with ***** who said it may be too late to run the bill through United Health Care. My son received another bill on 09/10/24 saying he was late in paying the bill.This is not our fault. We were not notified timely about this bill. Not sure why it took Novant Health 2 years to let us know they had billed the incorrect ******** contractor, however **** was covered by ******** and should not have to pay this bill. Also, Novant Health Northwest is aware I am Kody's legal guardian, and they also should have called me if they had any billing issues -- two years ago. Please consider this an exception to the one year filing rule, since we had no idea this was an issue until recently. Thank you.

  Business response

  09/18/2024

  Thank you for sharing this information. We are working with Mrs. ******** to resolve their concern. 

  Customer response

  09/22/2024

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

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