Complaints

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

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Novant Health, Inc. has 42 locations, listed below.

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• 

  Novant Health, Inc.

  200 Hawthorne Ln Charlotte, NC 28204-2515

  
• 

  Novant Health, Inc.

  PO Box 33549 Charlotte, NC 28233-3549

  
• 

  Novant Health Salisbury Surgical Associates

  911 W Henderson St Salisbury, NC 28144-2736

• 

  Novant Health Foot and Ankle Specialists

  3641 Westgate Center Cir, Ste A Winston Salem, NC 27103

• 

  Novant Health Today's Woman OB/GYN

  2001 Todays Woman Ave Winston Salem, NC 27105-5069

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:05/20/2025

  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 went to the *********** facility on Nov 11, 2024. I gave my medical card and paid the $50 *********** Copy. All was good up until recently when they were trying to charge me for the full visit 5 months after the initial visit. They said they tried to refund that $50 but when they looked it up it was not refunded. They only did that recently to charge the full amount. I called and asked why I was getting this bill. They told me I did not have insurance at the time of service. I told them that was not correct. You even charged me for the $50 Copay at the time of service. Why did you charge me $50 If I did not have insurance. Simply they lost the information and didn't want to admit to their mistake. I have called them several times trying to get them to fix their mistake. I have provided my insurance card information at the time of service, and they still have not fixed it. I should be charged $50 and only $50. At this point I want them to provide the contact information to the medical board that over sees their activity so I can register a complaint with for their unethical practices. This is entirely their fault and have charged me erroneously and that needs to be reported. Please let me know what other information I can provide.Thank you,****** P. ********

  Business Response

  Date: 05/20/2025

  Good afternoon, we have reviewed your concern and informed Go Health. They are in process now of reviewing and will be contacting you soon.  

• Initial Complaint

  Date:05/13/2025

  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.

  Novant ******** medical center serve patient molded eggs and inedible foods that prolongs a shocking amount of patients stay

  Business Response

  Date: 05/15/2025

  Thank you for sharing this information. We are working with Mrs. ****** to address her concern.
  

• Initial Complaint

  Date:05/09/2025

  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.

  Please quit sending mail to my address for which it does not pertain to me. I am receiving mail for ****** ********, there are no folks by that name and no Hispanic persons at my address. I've notified my carrier to return to sender but you continue to send letters to my home.Yours Truly,***** ********

  Business Response

  Date: 05/20/2025

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

• Initial Complaint

  Date:05/08/2025

  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 am filing a formal complaint against Novant Health regarding the mishandling of my insurance claim, poor customer service, and an incorrect billing that has resulted in Novant owing me $1,********* the time of my visit, I provided my correct insurance information to the office, including discussing with the staff that I had two insurance plans. Novant had previously processed claims under my insurance, showing they had my correct information on file. However, Novant failed to include the full insurance ID number (leaving off the prefix clearly listed on the card) when processing this claim. As a result, the claim was mishandled and not submitted properly to my insurance company.Despite my multiple attempts to resolve this issue with Novants billing officeincluding contacting them prior to the timeframe they claimI have received poor customer service, delays, and an unwillingness to acknowledge their error. Novant has insisted the claim cannot be resubmitted due to the insurances timely filing limit, but this delay was entirely caused by their own filing error and failure to use the correct insurance information.Due to their mishandling of my claim and refusal to correct the billing, I was forced to pay $1,136.39 out of pocket for a claim that should have been covered by my insurance. I am requesting that Novant promptly refund this amount to **** am seeking resolution through the BBB as my direct efforts with Novant have been unsuccessful.

  Business Response

  Date: 05/14/2025

  We are currently working with Mrs. ******** regarding her concern. 

• Initial Complaint

  Date:04/22/2025

  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 am filing a complaint regarding a billing issue with Novant Health Pediatrics South Ballantyne following a visit on Feb 13, 2025 for our newborn son. Before scheduling the appointment, we confirmed with the office that our new insurance plan was active and that the visitincluding standard newborn vaccinationswould be fully covered. A staff member informed us that our insurance came back as e-verified in their system, and that we would not owe anything out of pocket.Based on this confirmation, we moved forward with the visit. However, after the appointment, we received a bill for $1,896 and were later told our insurance was out-of-network and the claim had been denied. I have a voicemail from a staff member at the office confirming they believed we were covered at the time of service.We would not have scheduled or attended this visit had we been informed it was not covered. We relied in good faith on the providers verification process, which ultimately proved inaccurate. Novant has since offered to apply a 50% discount to the bill, which we appreciate, but we still feel it is unfair to be held financially responsible at all given the circumstances and misinformation provided prior to the appointment.

  Business Response

  Date: 04/29/2025

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

• Initial Complaint

  Date:04/21/2025

  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.

   
  I am rejecting this response because: I tried to send as attachment. I may have failed.

  Response to BBB Complaint (#********) sent to Novant Health after April 21, 2025. I have nor received a response from Novant.
  
  
  I submitted a complaint to Novant directly on February 24, 2025. Complaint request number: ******. As written: A request may take anywhere between seven (7) days or more for full resolution.
  I also submitted complaint to my ********** Supplemental Plan and received a reply within ten days letting me know that more than one attempt was made to contact Novant and they received no reply.
  
  It has been approximately seventy five days since submission.
  
  
  ****** M. ******
  BBB Complaint ********

   

   

  
  17 with the same result. On February 20, my wife was sent a notice via e-mail: Convenient Payment Ineligible. She has been receiving these notices approximately once per week since then. On February 21, using Zendesk Admin (GoHealth *********** Billing) form (ticket number ******). I sent a second request on February 24 (ticket number ******). As of this date I have received no response. On March 8, I received a statement from Novant (Guarantor Number *********). On March 29, after contacting ******** Blue Cross/Blue Shield, I received a reply that ******** Blue Novant and therefore could not authorize payment. I want Novant to correct their mistake

  Business Response

  Date: 04/28/2025

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

  Business Response

  Date: 05/01/2025

  Thank you for making us aware of this complaint. Due to federal and state privacy laws, we are unable to provide any further information and will follow up with the individual directly.

  Customer Answer

  Date: 05/07/2025

   
  I am rejecting this response because:
  Thank you for your prompt help.
   
  I received a reply from ********* ****** (Novant Billing-Lead- Self-Pay Performance Specialist) a few days after the complaint was submitted.
   
  My ******** number was never written on the form submitted by Novant to ********** on the day of service.
   
  The upset that I am left with is the incompetence of the Novant system. I am sure Ms. ****** will be helpful in resolving this. (I have no co-pay with ******** and ********** has always paid the difference if necessary). My wife and I are very fortunate that the incorrect **** would not cause us to miss a meal under any circumstances. My wife and I are among those over-educated folks who can navigate the system. My concern is all the folks who are not as fortunate in their ability to navigate these bureaucracies and the effect on their credit ratings.
   
  I am grateful for your help and Novants ability to reply to you as they were consistently unable to reply to me or to ********** who tried repeatedly to make contact with them.
   
  Dr. ** ******
  

  
  

  I am not closing the compliant. Novant has not advised me that the mistake has been resolved.

   

  Thanks.

   

  ** ******

  
  

• Initial Complaint

  Date:04/17/2025

  Type:Order 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.

  August 29, 2024 Went to Novant Health- Brunswick Medical. Received ER, lab work, and 1 pill from pharmacy. I AM a veteran. Used VA Healthcare to cover costs of visit. ** is only required to pay at ******** rate. Provider received payment from ** in October of 2024. Brunswick Medical is attempting an illegal practice called "Balance Billing" to extort money from Veteran. Attempting to use threats of sending bill to collections to intimidate me, also has people calling and harassing me, and fills my email in box with threats and illegal bills. I've spoken with their customer service on several occasions. I've filed complaints with their main line but they continue to harass me. I am now forced to contact the North Carolina Division of Health Service Regulation (NC DHSR). Because Novant isn't resolving the issue.

  Business Response

  Date: 04/29/2025

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

• Initial Complaint

  Date:04/15/2025

  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.

  Please see the *** letter, attached. Novant had delayed scheduling and billing for a 'final' office visit that should have been no charge. With my 'payment plan' on the big bill completed, its time to wrap up that 1 outstanding (and incorrect) bill. And ideally two X-ray charges I'm holding until the visit is resolved. Novants been unwilling to provide any details. The $150.63 needs set to 0, in which case I'll cover the X-rays. Thank you, BBB! And good luck.

  Business Response

  Date: 04/23/2025

  Escalations Representative advised:
  Contacted patient advised patient he was seen on 1/3/24, 1/31/24, 2/19/24 as post op visits. Per notes the provider requested patient to return 8-10 weeks -- the appt was scheduled for 4/29/24. Per his plan 90 day global expired on 3/19/24. Per insurance the visit on 4/29/24 was processed correctly according to plan benefits. 
  Patient requested itemized bill (request to be mail- sent request to mail)
  Patient requested more detail notes of the visit- Provided patient ROI ph# ************
  

• Initial Complaint

  Date:04/11/2025

  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 am rejecting this response because:
  I am not seeing the correction. My mother still has access to my information and is still seeing the bill on her account. Nothing will be paid until it is corrected and assigned to the correct person. 

  Business Response

  Date: 04/14/2025

  Thank you for sharing this information. We have corrected the error 

  Business Response

  Date: 04/17/2025

  Per our Escalations Rep:
  Contacted patient ************ advised account was updated, pb dos 11/14/24 was moved from patient's mother account# ****** on 4/**/**.
  Advised medcost processed claim and applied $1,872.75 to out of pocket deductible, patient payment applied $600- remaining balnace due $1,272.75.
  Patient acknowledged after logging into her insurance portal to confirm her patient resp.
  
  

• Initial Complaint

  Date:04/10/2025

  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 continue to have issues with claims paid to Novant via my HSA account and facilitated by UnitedHealthcare. On the *** website it states payment for these claims was processed and received by the provider (Novant) but I was sent to collections and told by a representative Novant cannot locate these payments. The following dates of service are currently outstanding and Novant cannot locate these payments. I have also attached supporting documentation. Dates of service:11/13/2024 for $42.83 9/10/2024 for $36.27 9/11/2024 for ***** 12/30/2024 for $32.99 As the consumer it is not my responsibility to track down payments Novant has received. Please have someone contact me directly to resolve this. Thank you!

  Business Response

  Date: 04/11/2025

  Thank you for sharing this information. We have worked with ******** ****** to resolve her concern