Complaints
This profile includes complaints for Norton Healthcare's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 20 total complaints in the last 3 years.
- 2 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:11/25/2024
Type:Billing IssuesStatus: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.
Back in April 2023 I had surgery at Norton. We were billed and paid all bills. ****** made an error in early 2024 and all claims were denied and then had to be reprocessed. After reprocessing, Norton tried to charge us again. I asked what the charges were for and they would give vague answers that I did not understand. When I asked for an explanation they would just repeat their answers. I ended up having to pay because it was sent to collections.
I later received proof from our insurance company that we paid more than we should have. The original bill should have been $494.71 but in total we paid them $804.02. We originally paid $564.50, then another $116.82, and another $122.70.
I pointed this out to Norton and they refunded us $69.79 (the difference between the $564.50 and $494.71) and the $122.70 but they are refusing to refund us the $116.80. Every time I ask them for it they say that amount was for something else. So I ask for bill breakdowns and each time the amounts are different and for different things. I have receipts showing the $116.82 being for the April 2023 surgery. I also have messages where they have admitted we paid the full $804.02 and only owed $494.71. In the end, they sent an "official" breakdown on Norton letterhead and the numbers and dates are complete lies based on my original receipts and credit card statements. I don't know why they are refusing to refund us the remaining $116.82 when it has been admitted that we paid it and didn't owe it.
I have receipts, credit card statements, copies of messages, and a breakdown from ****** to verify all my facts.Business Response
Date: 12/02/2024
We have left a phone message for *** ******* in an attempt to help resolve this issue. However, he has not returned our call.Initial Complaint
Date:07/30/2024
Type:Billing IssuesStatus: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.
On May 23, 2024, I received a heart echo at Norton SCC Louisville. A few days later, I received a bill for $4,730. My insurance covered $3,000, leaving me with a debt of $1,729.10. This amount is significantly higher than the typical charge for this service at other facilities. For comparison, I previously had an echo at another facility, and they charged approximately $450 for the same service.
After a quick research, I found (see attached) that Norton charged me more than 10 times the fair market value for this service.
Additionally, I came across an investigative article from ********** ****** *****, which highlights that Norton Healthcare has a history of suing patients for unpaid medical bills, despite many of these patients being eligible for financial assistance or free care. The article points out that Norton Healthcare has been criticized for its aggressive billing practices, and experts have noted that the hospital could have provided free care to those in need but chose to pursue payments instead. The full article can be read here: *************************************************************************************************************************************************************
I have also requested several times for a detailed itemized bill. The itemized bill provided to me is incomplete and does not contain all the hospital charges. As a patient, it is my right to understand what I am being charged for, and I find it unacceptable that this information has not been fully disclosed.
Given this context, I am requesting a review and correction of my bill. The charge of $4,730 is not in line with the fair market value for this service, and I am not willing to pay an amount that is significantly inflated. Furthermore, I insist on receiving a complete and detailed itemized bill that includes all hospital charges.
Thank you for your attention to this matter.
Sincerely,
***** *******Business Response
Date: 08/12/2024
The amount a patient pays is
dependent on the insurance plan and any deductible not met, not on the billed
amount. An estimate for the cost of the procedure was mailed prior to the test.
Our records show that detail was sent in early June and reviewed online in
early July. It was also mailed to the address on file. A supervisor has reached
out three times to discuss financial assistance, but has not received a call
back. Anyone may apply for financial assistance at ********************************-. We are happy to discuss with the consumer more and provide help with the process. Please reach out to the billing office number listed on any documentation received.Initial Complaint
Date:06/20/2024
Type:Billing IssuesStatus: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.
On Sunday, March 31, 2024, I started to experience a large amount of bleeding vaginally. I had experienced an incomplete miscarriage and was now having the rest. I was experiencing symptoms that my doctors had said to go to the ER for. I went to Norton Women and Children's hospital. They took me back and they took blood, did an ultrasound, and sent me home with a prescription for a medication that I am allergic to, always have been, and is noted in my chart. The doctor who saw me even mentioned it when discussing what to give me. Let me be clear: I was in labor pains, giving birth to tennis-ball sized clots. The doctor never touched me or examined me. The pharmacy would not fill the prescription because it had that medication that I am allergic to. I have been in contact with the hospital because of the bill that I received for this extreme lack of care - and they are stating that I am not allergic to this medication and should pay. If hospitals are businesses, they should be treated as such. I received a letter after my initial complaint (before receiving the bill) stating that they had tried to call me to investigate but I had not picked up, when I never received any such phone call. I am including the letter and the response from customer service where they claim that I don't have an allergy, as well as the full account of my ER trip that I had sent to Norton.Business Response
Date: 07/16/2024
We have attempted to contact the consumer, and have left a message on the number listed in the patient record. We have not received a return call. Upon review of the complaint and the medical records, care given was appropriate for the situation. That determination was made by an independent physician. We regret that the care provided did not meet your expectation.Initial Complaint
Date:06/19/2024
Type:Billing IssuesStatus: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.
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,
********* ********If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration.Business Response
Date: 06/25/2024
Upon review of the account, the patient had two outstanding invoices very similar in amounts. One was from the hospital and the second was from the physician's office. Patient billing contacted the patient to clarify and both invoices have been paid in full. Patient finance notified the 3rd party collector that the invoice has been pain in full.Initial Complaint
Date:05/21/2024
Type:Customer Service IssuesStatus: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 complaint is about APRN ***** ** ******* at Norton Immediate Care in Shelbyville, KY. I visited this office with a painful rash like area and swelling around my left eyebrow. APRN ******* dismissed all of my questions and concerns stating that it was a “skin infection.” I asked her if it had a name and she did not provide one. I expressed to her the anxiety I was having not knowing what was going on and even asked if it could be shingles. Her response to the last question was no and her response to my explanations of anxiety was just to stare at me. She never got close to my face to examine the area at all. I ended up going to a different Norton immediate care 2 days later and was, in fact, diagnosed with shingles. I was told that catching it earlier could have prevented some of my swelling and discomfort. I am disappointed and shocked that a professional in the medical field would not do her due diligence to even attempt to figure out what was going on. On my release paperwork that day she labeled it as cellulitis, however she never mentioned that to me in the appointment despite my having asked the name of then infection. I never write complaints or bad reviews, but this has to do with my health and I feel that APRN ******* was negligent in her practice and did not give me the proper care I required. I appreciate the time and concern of the person(s) who reads this.Business Response
Date: 05/28/2024
The manager of the practice has called and spoken with the consumer to assure we have heard their concerns. The consumer expressed satisfaction with the follow-up over the phone.Initial Complaint
Date:03/13/2024
Type:Customer Service IssuesStatus: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 in regards to dr. **** ********* office. Several of my family member are patients of hers and I’ve been trying to establish care. I have been calling the office for about a week and have left several messages and cannot get a call back. After speaking to family and reading reviews this is a common problem. I have heard wonderful things about this doctor. If they’re not going to answer the phone or return calls there needs to be a way to schedule online or email or something. The reviews regarding this go far back so i figure someone needs to say something. Thank you!Business Response
Date: 03/14/2024
Thank you for reaching out. We apologize for any frustration as it appears your message was not in the system. We have since left you a few voicemails and hope to have the chance to serve your health care needs.Initial Complaint
Date:02/16/2024
Type:Billing IssuesStatus: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.
Complaint: ********
I am rejecting this response because: I am rejecting this because I did speak to a **** * ************. **** called me on 2/28/24 @ 12:34pm. I did not answer because I was at work and we can’t have phones. I did return her call on 3/5/24 @ 8:51am. She said she needed to look into what happened and she would get back to me. I have not heard back as of 3/7. Also, the their response states, the calls have stopped and something about ***, I need something mailed to me in writing please.
Sincerely,
********* *****ess up my credit. I want Norton's to relieve me of this bill since it was not handled correctly, I want a letter from Norton's stating that I am relieved of it for my protection. I also would like them to contact the debt collector *** and let them know the debt is forgiven. My doctor at the time was ****** ******** and he approved that I did need a physic evaluation due to having issues with anxiety and depression and for the medicine I am on. If I knew I would be stuck with the bill I would not have gone through with it. This is why people opt out of getting help, people can't afford it. Also, I worked and paid into insurance for doctors’ visits, why would I pay for it out of pocket? Insurance costs are too expensive, that is why I had insurance for that visit.
My account :********* with Norton's
My insurance at that time:
**** ********** ****** ******** ************* ***** ** ***** Please see attached paperwork.
Thank you very much for your help.Business Response
Date: 02/28/2024
We are investigating this situation and have reached out to the consumer.Business Response
Date: 03/14/2024
The consumer has been contacted again and the issue has been addressed. Per the request, documentation is being sent in writing.Initial Complaint
Date:01/03/2024
Type:Billing IssuesStatus: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 seen in the emergency room on 12/10/22 following a fall. I provided my insurance information and this was never billed. I received terrible care and inadequate education which resulted in complications following the injury.Business Response
Date: 01/10/2024
We have reached out to the consumer and are working through all of the issues to come to a resolution.Initial Complaint
Date:11/09/2023
Type:Customer Service IssuesStatus: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.
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,
******* *********If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration.bilities' feedback form and no one answered. You should be a lot better than this. We ask for nothing but at the very least an apology would be well received.Business Response
Date: 11/10/2023
The department manager has reached out to discuss the issue with the consumer per the request. We appreciate the willingness to have a conversation.
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