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Business Profile

Hospital

Norton Healthcare

Complaints

This profile includes complaints for Norton Healthcare's headquarters and its corporate-owned locations. To view all corporate locations, see

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Norton Healthcare has 16 locations, listed below.

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    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 Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/14/2023

      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.
       

      Complaint: ********
       

      I am rejecting this response because this was not the case consistently and I explicitly asked about the fee during my visit.  They still took the $50 co-pay as if it was a specialist office visit.  I am leaving Norton because this is very unethical behavior and solely an attempt for them to rip off the insurance companies and consumer.



      Sincerely,



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

      Business Response

      Date: 08/17/2023

      We have spoken with the consumer
      and explained the charges. Before any care is given, consumers are made aware
      if a visit will be classified as a hospital-based service. This can cause a
      difference in normal office visit charges and is dependent upon the individual’s healthcare
      insurance plan.

      Business Response

      Date: 08/17/2023

      There are certain specialties in medicine that are considered "hospital-based" and this is not unique to our organization. As such, insurance companies process visits to these specialists differently. Based on the insurance plan, the billing is correct. While we certainly understand your desire to seek care elsewhere, we recommend you discuss billing with any new provider before you receive care.

      Customer Answer

      Date: 08/17/2023

       

      Complaint: ********



      I am rejecting this response because: Once again, there might be hospital based specialities, but seeing a doctor for 10 mins for prescription refills is not a hospital based need.  In fact, my primary care doctor could technically do this but you all are insisting that I get seen by this specialist to get the script.  There is zero value add to me or anyone with my medical condition going to see a hospital based specialist and in fact, Norton has exclusively done this to take advantage of people like me with my medical condition.  It is solely to price gouge consumers and insurance as you all can't even justify the cost.

      I've submitted this to WAVE-3 and WLKY for review and hopefully they can expose this along with Norton's other issues.




      Sincerely,



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

    • Initial Complaint

      Date:06/25/2023

      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.
      Please see the attached documentation.

      Business Response

      Date: 07/18/2023

      We understand that
      you were not happy with your care and are no longer getting what you would like
      out of office visits. Primary care demands a good relationship between provider
      and patient. Since you have told us that does not exist, we have recommended
      you find a new provider and have offered to help you in this matter. In
      conversations with some of our staff, we learned that you have a new provider
      and hope that you are satisfied with the experience.
    • Initial Complaint

      Date:05/26/2023

      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 in nortons hospital about 2 years ago with ***** *** *** ******* . i was in there 7 days.When i got of hospital i went to stay with elderly mother for a year or so.my mail was going to my home adress so i wasent getting it as normal.So by the time i move back home nortons had sent my bill to a collection agency.Itried to explain to them that i could start paying them every month but they said its out of their hands.I have seen it done before.Now i keep getting threatining letters from the attorneys ***** ************ ******** trying to take me to court with these liens and interest rates that iscrazy and unfair.Why are there tring to make money off of poor people at a time like this.Very disappointed in our system.

      Business Response

      Date: 07/19/2023

      The
      consumer has worked out payment on the bill and has recently been contacted
      with an update.
    • Initial Complaint

      Date:01/24/2023

      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.
      12/21/21
      Was seen at Norton Hospital emergency room was there for six hours. My insurance was billed $12,300 now I am liable $1300. The overcharging is ridiculous for the services provided almost $13,000 for six hours worth of services and no medication provided this was for Covid after the a few test and a bag of fluids I was released

      Business Response

      Date: 01/24/2023

      We have reached out to the consumer and explained the charges as well as the portion that is paid by insurance vs. what is paid by consumer based upon the individual plan and co-pays. 
    • Initial Complaint

      Date:01/03/2023

      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.
      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.



      [I have included a second police report, ****** ****** and close association are identity theft.]



      Regards,



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

      Business Response

      Date: 01/24/2023

      We have reached out to the consumer with a message that the number must have been entered into the system incorrectly, and we apologized for the error. The consumer has not returned our phone call, as we did have some follow up questions.

      Business Response

      Date: 02/03/2023

      Your phone number has been removed from our system. Should you have any questions or concerns, please call ***** ********.

      Customer Answer

      Date: 02/06/2023

      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.



      [I am not satisfied with "removal of my phone number" being appropriate for Identity Theft. I have provided proof with Police Report. I ask that you investigate and remove such fraudulent persons from using my identity for services with your company.]



      Regards,



      ****** ******
    • Initial Complaint

      Date:09/07/2022

      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.

      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.


      My complaint has to do with the EXCESSIVE cost policy of norton. The doctor's office person trying to reach me has no answer that I am looking for. You are charging for a screw from $500 to $1000+.  It is not admissible in this day and age to charge this much? Here are my questions and please reply in writing so that I can take this to the media:

       

      How much is your markup on this type of hardware?

      Where is the hardware purchased?

      How do you calculate recovery time -when after the surgery i left the hospital quickly



      Regards,



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

      Business Response

      Date: 09/14/2022

      We have reached out to the consumer numerous times to address the issues and have not been able to connect. The consumer is also not returning calls. 

      Business Response

      Date: 09/20/2022

      The charges passed on to the patient are determined by a
      patient’s insurance plan (see the payment section that says “contractual
      write-off”). The number of screws used is correct based on what was implanted –
      and what the doctor’s office was trying to convey. Time in recovery is calculated
      starting from when a patient leaves the operating suite until they leave the
      post anesthesia care unit. We have reviewed your bill and it is correct based
      on the procedure and care you received. Questions about your financial
      responsibility after insurance charges should be directed to your insurance
      company.



       

    • Initial Complaint

      Date:08/19/2022

      Type:Customer Service 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 my primary physician at Norton.
      When they wanted to refer me to a specialist, they ensured me they would refer me in network. They didn't.
      I received a large bill I can't afford, and my insurance won't cover because it was out of network. Norton failed to do what they promised.
      After calling numerous times and talking to multiple different departments including referrals, claims, my primary office and others. Norton has said its not our problem, We don't care.
      Honestly this experience with Norton, along with my other experiences truly is exactly that.
      They don't care.
      A $400 bill that I shouldn't have is a big deal to my small family, it's nothing to Norton.
      But they refuse responsibility because they don't care about their patients enough to do it right the first time, or to fix their mistakes.

      Business Response

      Date: 09/20/2022

      We have spoken with the consumer about the outside provider bill. Unfortunately, this is not something we have any control over. We have, however, provided another referral to an provider who is in network with the consumer's insurance plan.
    • Initial Complaint

      Date:08/01/2022

      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 walked into the ER after breaking my nose in a basketball game and I asked the front desk attendant if they were able to pop my nose back in place. I did not want any treatment. I just wanted to know yes or no. I was told to wait for someone that could answer my question. I then waited for an hour and half and had about 10 people come up to me that offered to treat me and I refused everytime because I only wanted to know if they could perform the specific task of popping my nose back in place. Finally someone came up to me and said if you get an x ray then yes we can pop your nose back in place. I said ok I will only agree to this if in fact you are saying that you can pop it in place after the x ray. Then I got the x ray and a different doctor talked to me saying they do not pop noses back in place in the ER. I would have to go to a nose specialist for that. I told her I just was told if I got an x ray you would pop it in. To which she stated sorry that person is new. She should not have had you take an x ray and should have just told you no. I got billed $1400 because of the new nurse telling me I needed an x ray and her lying to me saying that x ray would allow me to have a procedure done that isn't actually done at this hospital. I called the head of ER and she told me the nurse that told me that was a travelling nurse and told me false information. I only agreed to the x ray due to the false information told to me by that nurse. If not for that false information I would have not been charged anything but because of that nurse not being properly trained according to the head of ER ******, I was falsely advertised to and agreed to something that was not actually what I got. I would have walked out and owed nothing if the nurse knew what she was doing. I should not owe money to the hospital due to the fact they admitted that I was given an unnecessary x ray because they had an untrained nurse on the floor. Norton has not agreed to nullify my bill.

      Business Response

      Date: 08/04/2022

      When a patient comes to the
      Emergency Department we are unable to tell what kind of treatment will be
      required until certain tests are completed. We do what we can in the Emergency
      Department, but always want to afford the patient the best outcome for any
      injury illness. This may result in referral to another medical provider.

      Costs for an emergency visit are
      determined by a patient’s insurance policy and by consenting to treatment, a
      patient agrees to pay their portion of the costs. In cases of financial
      hardship, payment plans may be discussed by calling the number on the bill.
      We have spoken to this consumer
      and explained the above.

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