ComplaintsforCone Health

• Initial Complaint

  07/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  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

  05/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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

  05/28/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  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 response

  05/29/2024

  Photos included. Thank you. 

  Business response

  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 response

  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

  04/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  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 response

  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. 

• Initial Complaint

  04/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Cone Health ***************************/ NP-******************************* Sept. 2023-February 2024 Cone Health Family Medicine/******************************* **.This is for my brother ***************************** DOB 10/17/1962, I am on his list to receive information. I reached out to his "NP '" office on 3/18/2024, I reached out to her manager "MD" office on 3/20/2024, sent an email on 3/24/2024 via Cone Health message form, sent another email on 3/26/2024, then one on 4/1/2024 to grievance@conehealth still no answer.This involves his disability form 7A that needs to be signed not stamped and according to ****************** she can not sign it because she is a "NP", but according to the Guilford ************* health coordinator that if she can't sign it her manager should be able to. She sent him to therapy, they said they could not sign it that his primary doctor was supposed to, she sent him to Wake Pain and Spine and they said the same thing.All of his notes from his visits from August 29th to February 26th are on his "my chart" along with the notes from the other 2 places he went to.This is the first time we have applied for disability, we are originally from ********** and have been done here 9 years and never had to fill out for disability. As noted in our attachment , he is only looking to get the money that is owed to him through his employer but no one wants to help us get the form filled out. No he is not looking to be out with disability but to get his back pay from his employer, so he can settle his bills with Cone Health.It's been over 2 weeks and "NOT ONE PERSON" has responded.I have attached a copy of the letter that was also sent out and still no response!!

  Business response

  04/03/2024

  BBB, 

  Cone Health is in receipt of this complaint.  The Patient Relations and Grievance team is in receipt of the April 1, 2024, communication.  The Patient Relations and Grievance Supervisor has been in contact with Mr. and ******************.  Cone Health review and investigate this complaint via our grievance management process.  

  Sincerely, 

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

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

  Customer response

  04/03/2024

   I am rejecting this response because:
  They only called to advised they received my message from 4/1/2024. They didnt say nothing else about the calls that were made on 3/18/2024 and 3/20/2024. Nor the message sent on 3/24/2024 where I got a email back that it was received,  nor the message on 3/26/2024 but a lady name ******* did call today to let us know they got my message from the 1st??? Okay what about the other messages prior to the 1st??
  
  

  Business response

  04/03/2024

  BBB, 

  Cone Health will be addressing the complaint, to include the calls, via the grievance process with ******************.  

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

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

  Customer response

  04/04/2024

   I am rejecting this response because:
  I want to be on the call also. My brother would not understand what they are talking about so thats why Im on for his contact. When they called on 4/3/2024 they just acknowledged that they got the email from 4/1/2024 but nothing else about the calls that were made to the both places on 3/18 and 3/20 not the emails from the 24th or 26th of March.
  
  

  Customer response

  04/04/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it. I will give them time to look into since it has already been over 2 weeks..

  Customer response

  04/12/2024

   I am rejecting this response because:  

  Its been over 6 days and I still havent heard anything. The ONLY call I got was on 4/3/2024 to advised that they got my email from 4/1/2024, that was only because I advised I was contacting the BBB. This is ridiculous that no one seems to take this seriously!! Its been over 18 business days since this first started and for this to have not been addressed yet is unbelievable of Cone Health
  
  

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

  
  
  
  

  Business response

  04/12/2024

  BBB, 

  This grievance is being handled by the Cone Health formal grievance process.  Cone Health has acknowledged the grievance submitted on behalf of her family member.  The grievance investigation is being conducted and is ongoing.  

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

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

  Customer response

  04/15/2024

   I am rejecting this response because:
  This has been going on since 4/3/2024. We have only received 1 call on that day to advised they received the last email that was sent. Mind you messages was left and sent since 3/18/2024. Here it is 8 business days from the 3rd of April and  still getting the same message that they received it. What is the hold up. Try putting yourself in this situation and see how you would feel. We have been more than patient with this situation and only response is they are working on it!

• Initial Complaint

  03/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I joined this health club back in November 2022. I was told at the time that this was a 12 month membership. I signed and understood that I was committed to the $110/month for 12 months. We stopped using this and decided to discontinue our membership. I forgot during the holidays and finally started calling in January. After a couple of calls, which were not returned, I finally was told that I needed to come to the location and fill out a form requesting to cancel my membership. I went to the location that same day (late January) and completed the form and handed it to the person at the desk. On March 2nd, I noted another charge on my credit card so I called to inquire as I thought I had cancelled my membership. It took multiple phone calls for someone to finally get someone to return my call who could help, only to be told that my membership auto-renewed in November for another 12 months. First of all, there should be an email notification of the auto renewal. Secondly, there should be a specific call out of this is an on-going annual commitment. I have NEVER heard of this type of setup with a health club. Lastly, when I spoke with a manager on the phone, he basically called me a liar as to if I had actually turned in a form in January with my request to terminate my membership. I had to pay a buy-out fee to terminate my membership.

  Customer response

  03/15/2024

  I have not heard from the business in response to my complaint.

  
  

  Business response

  03/24/2024

  BBB of Central and *************** **************************************************************************************************
  
  Issue sent to Cone Health ******** and Fitness
  
  Incident ID: ****** # ********
  
  Response:****************** membership agreement was reviewed. ****************** membership agreement was signed 11/21/2022. Page two indicates that the membership renews for an additional 12-months. In addition, there is a signature indicating understanding of the Rules & Regulations. Page one under Membership Dues and Charges outlines the auto renewal process and the cancellation options. The Rules & Regulations are also covered at the point of sale and were emailed to **************** on 11/21/22. 
  
  **************** did present to ******** on 3/4/24 to discuss the membership. Prior to 3/4/24, there is not a record of a written cancellation form submitted before or after the renewal date of 12/1/23. When a member requests an early cancellation that does not fall under moving, medical,or financial exceptions, ******** does offer a buy-out option that is typically 50% of what is left on the agreement. On 3/4/2024, **************** proceeded with the buyout option of $440 and a set cancellation of her membership agreement,effective 3/31/2024.
  
  *******************
  Cone Health | ******** Health & Fitness
  General Manager

  Customer response

  03/24/2024

   I am rejecting this response because: it is a matter of best practices.  First of all, when I signed the agreement, it was only stated to me that the agreement was for 12 months, not an auto renewal for ongoing 12 months.  Secondly, I would expect there to be some sort of notification required that the yearly renewal term is approaching and a 12 month renewal period is going to occur.  There is no notification process in place.  I specifically visited the facility at the end of January to complete the paperwork to terminate my membership, so security footage can verify that if they would like to take the time to review that.  I am offended, again, for being questioned as to whether or not I took that action.   I have software that is on an annual renewal, and I am notified 45 days prior each year, to remind me of the renewal.  This seems to be best practice and I would expect ******** to do the same.
  
  
  

• Initial Complaint

  03/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 11/1/22 I had surgery at Cone Health which resulted in multiple bills, including one from Westside OBGYN (guarantor# *********). I made 3 payments toward the bill, then called in Mar-23 to request that ALL Cone Health charges associated with this service be setup on a payment plan. The representative I spoke to advised that my information would be sent to ********* for the plan to be arranged and I would no longer receive bills from Cone Health. She assured me that as a result of this update, I would not be subject to collections activity.In Apr-23, I started making monthly payments to ********* and was never contacted about the bill from Westside OBGYN again (by Cone Health or anyone else), until Feb-24 when I received a notice from First Point Collections, requesting payment of $1867.33.I called Cone Health on 2/20/24 and was told that the bill in question was not referred to ********* in Mar-23, as requested. The agent stated that only one bill associated with the surgery had been sent. Her explanation was that not all Cone Health billing representatives can access all patient bills, while at the same time telling me she could see both the charge that was sent to ********* and the one that was not.In Mar-23 I was assured by Cone Health that all charges associated with this service would be referred for payment plan setup, and this did not happen. Cone Healths failure to take acton as promised has caused my personal credit to be affected, which is unacceptable. I am requesting that Cone Health immediately remove the bill from collections and refer it to *********. I am ready and willing to resolve the balance due once this action has been taken.

  Business response

  03/14/2024

  March 12, 2024
  BBB of Central and ********* **
  **************************************************************************************************
  Issue sent to Cone Health Billing:
  Incident ID: ********
  Response: We reviewed the billing for the incident in the related complaint. We apologize for the
  inconvenience that this incident has caused and the delay with appropriate resolution.
  Upon review with we pulled the account from collections and sent the remaining balance of
  $1867.33 to **********. It appears as of today 3/12/2024 that this account is fully resolved.
  Again, we apologize for any hardship that this has caused during this time.
  Please reach out if you have any questions or concerns.
  Thank you.
  *********************************
  Director of Physician Billing
  ************

  Customer response

  03/14/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

• Initial Complaint

  02/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  When my son was born in the **** at ******************* in December of 2020 *many* of the nurses recommended my son go to it. So we allowed a visit to be scheduled. By the time he reached 6 months, his development was on track and I did not see a need, but I already had an appointment. The two days before the appointment, I reached out to the office to get an insurance verification, stating I would not pay around $200 for the appointment, but I would go to the appointment if there was good coverage. I gave them my insurance information and the office sent my request to their billing specialist. The specialist called me back later that afternoon and let me know that my insurance would cover $75 of the visit and the rest would be covered by a state ***** that I assumed was connected to my sons presence in the ****. Im pretty sure **** was the billing specialist. Because this was affordable, I came to the appointment, and again, confirmed at the front desk, I am only paying this and the rest should be covered. They said, if thats what **** told me, that is correct. It wasnt until months later that a bill came for $649. Each of the providers had their own charges, so that this clinic is making huge amounts off each visit. My son has not needed any of the developmental intervention and I havent needed to go back, and certainly wouldnt given the cost. I certainly felt shocked and misled to receive that. Plus, it felt a little exploitative that this clinic was promoted so heavily in the ****, then to have a bait and switch with the bill. Months went by and I never heard from **** or the office. ******* eventually started working there in billing, but she was very new and it took more months to figure out what else I should do. She recommended I write letter explaining everything and bring it to their office. I did so in September of 2023 but the collection calls have continued and nothing is better.

  Business response

  03/05/2024

  March 5, 2024
  BBB of Central and ********* **
  **************************************************************************************************
  Issue sent to Cone Health Billing:
  Incident ID: ********
  Response: We reviewed the billing for the incident in the related complaint. We apologize for the
  inconvenience that this incident has caused and the delay with appropriate resolution.
  Upon review with the department and patient communications related to the services that would
  be billed and the billing process, we have pulled your account from collections and settled your
  remaining self-pay balances.
  Again, we apologize for any hardship that this has caused during this time.
  Please reach out if you have any questions or concerns.
  Thank you.
  *********************************
  Director of Physician Billing
  ************

  Customer response

  03/10/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it. 

  Thank you for correcting this balance and for recognizing the difficulties this incident has posed, Cone Health. 

• Initial Complaint

  02/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I went to the cancer center back on 12/29/23 for lab work and to see the ** for consultation. After sitting there for 2 hours the PA was not available to consult with me due too many patients. The nurse (******) came out spoke to us said everything was fine and that I would not be charged for the $25 for consultation. Several week s after that I received a bill wanting payment. I have sent emails message and call several times with no resolve. Cone Health indicates it would take 30 days to reviews which I find very difficult to believe so I still have a outstanding bill which I feel I do not owe. I am a elderly person living on a fix income.

  Business response

  02/19/2024

  BBB,

  Please see the attached response.

  *****************************, MSN, RN, RNFA, CNOR

  Director of Clinical Compliance and Regulatory Services

  Customer response

  02/20/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

• Initial Complaint

  01/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had surgery 3/14/2023 at Moses ************* and was told I needed to pay something up front or my surgery would be cancelled. This is the second time this has happened and then I was told I didnt have to pay upfront. I paid $800.00 on 3/13/2023 and my insurance paid all but $231.77. I have called on numerous occasions and sent a complaint to get my money refunded, but they refuse. They say the hospital and physician billing are separate departments, but they cant refund it as long as there our outstanding doctor claims. I have met my out of pocket, so the money is mine. It has been almost a year and they are still refusing. I had another surgery 12/26/23 that was covered at 100% as well, so I still owe $0. I had to involve WFMY News in 2021 over $18000 they refused to return. It is not fair to patients because they want their money, but dont want to return it when owed back. Please help me get my money back. They do not respond when you contact patient compliance for help.

  Customer response

  01/27/2024

  I have not heard from the business in response to my complaint. When I have spoken with them, they refuse to be of any assistance or return the money owed to me. 

  
  

  Business response

  02/13/2024

  See attached response

*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. ↩