Business Profile

Hospital

Duke Health

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Complaints

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

Customer Complaints Summary

16 total complaints in the last 3 years.
5 complaints closed in the last 12 months.

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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:03/26/2025
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 a ******** patient who was told by **** that my former primary insurance was in-network. I also have ******** as secondary coverage, which I was told would cover remaining balances.After receiving a bill, I reached out Duke Billing through MyChart and by phone on 6 times between January and March. I was told repeatedly that the issue would be corrected and that errors had been made on ***** end. Based on this, I believed the issue was being resolved.On March 17, I received a call from a billing representative named ***, who stated I could be responsible for over $18,000 in past charges and would need to pay out of pocket for future visits unless I canceled my primary insurance. Based on that conversation, I canceled my primary insurance the next day (March 18) so Duke could bill ******** as primary. This decision disrupted my care with other **************** said she would follow up with her supervisor and contact me before my appointments on March 18 and 19, but I did not hear from her again until March 24. She abruptly informed me that all five of my upcoming Duke appointments would be canceled, and that paying out of pocket was no longer an option. I also learned that a message from billing was sent to one or more of my providers . As a result, I spent a portion of a recent appointment discussing billing concerns with my doctor instead of medical issues. This undermined my care. I do not believe such outreach was appropriate.I am respectfully requesting the following:1. That no appointments be canceled without my express consent.2. That Duke clarify the status of the $18,000 balance, and whether the reprocessed EOBs from my former insurance has been submitted to ********. I have asked several times but have not received clear answers.3. That **** staff no longer contact my providers about my insurance or care decisions without my prior consent. I also request a copy of the message or email that was sent, as well as the names of the recipients.
Business Response
Date: 03/26/2025
RE: Better Business Bureau Case Number23116749

To Whom It May Concern:

The Duke Health ******************************************** is in receipt of your correspondence dated 03/26/2025 regarding the above Case Number. Our patients concerns are very important to us and will be addressed in a timely manner.

We will be working directly with the consumer for a resolution to their inquiry. You will receive confirmation of this resolution within 7 10 business days.

Thank you for bringing our customers concerns to our attention and allowing us the opportunity to respond.

Sincerely,

***** *****
Senior Account Representative
PRMO **************** and Support
Customer Answer
Date: 03/27/2025

Complaint: 23116749

I am rejecting this response because:
While I appreciate that **** has forwarded the claims, I still have not received clear responses to several of my original concerns.

Specifically, I am still waiting for:
A copy of ***** policy regarding how and when patients are notified they may be billed the full cost of services due to out-of-network status
Clarification of what will happen to any balance if ******** denies the claims
***************** that no future appointments will be canceled without my express consent
Confirmation that a follow-up message was sent to my providers after I corrected my insurance, so they are aware I can continue care at ****
Documentation that *** will no longer be involved with my account

I would like to keep the case open until these items are addressed. Thank you.

Sincerely,
********* *******
Business Response
Date: 03/27/2025
Duke Health thanks you for bringing your concerns to our attention. We apologize we cannot provide written assurance to honor the patient's request. We have a dedicated team who reviews all patients accounts which pose significant financial risk to the patient and institution and make every effort to resolve prior to date of service. At this time the patient has changed coverage and is now in network and will not have any other financial barriers should she remain with this plan.
Customer Answer
Date: 03/29/2025

Complaint: 23116749

I am rejecting this response because:

Thank you for the opportunity to respond. While I appreciate Duke Healths attention to this matter, Im still disappointed that several core concerns remain unresolved:

I have not received a copy of ***** written policy regarding how patients are notified of potential full-cost charges due to out-of-network status.

I was never informed in advance that my former insurance was out of network, despite asking multiple times before care was provided.

The communication sent to my providers regarding my insurance status has not been corrected or disclosed, and I remain concerned about long-term impact to my care.

I continue to feel that the way my case was handled contradicts the intent of the No Surprises Act. (I have been repeatedly directed to this Act which does not directly address the circumstances of this issue caused by ****.)

At this point, I awaiting claims to process through ********* Im hopeful that the balance will be resolved without further disruption to my care.

Sincerely,

********* *******
Initial Complaint
Date:03/24/2025
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.
On February 10 my primary care provider, Dr. ******* ****, referred me to Duke Endocrinology of *******. Duke Endocrinology of Raleigh reviewed my most recent thyroid test results and declined to give me an appt because they believed my results were within an acceptable range. However, on February 16, 2025, Duke Endocrinology of Raleigh charged me $112 for an "e-consult". I was never told that I might be charged for an "e-consult" and I never spoke with an actual *** either in person or remotely, so I think this charge is basically a scam. I would like Duke Endocrinology of ******* to dismiss the charge, and I think they should stop charging unsuspecting patients for ** visits that never actually happened.
Business Response
Date: 03/24/2025
March 24, 2025

RE:Better Business Bureau Case Number 23109139

To Whom It May Concern:

The Duke Health ******************************************** is in receipt of your correspondence dated 03/24/2025 regarding the above Case Number. Our patients concerns are very important to us and will be addressed in a timely manner.

We will be working directly with the consumer for a resolution to their inquiry. You will receive confirmation of this resolution within 7 10 business days.

Thank you for bringing our customers concerns to our attention and allowing us the opportunity to respond.

Sincerely,

Sincerely,

***** *****
Senior *********************************************** and Support
Initial Complaint
Date:11/20/2024
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 went there with a right abdomen pain and they did pregnancy test wven when I said I am not pregnant and sent me to ER because they did not have the equipment/treatment to test further. Could have easily said this before admitting. They just admitted and did some random test to charge the insurance
Business Response
Date: 11/20/2024
November 20, 2024

Better Business Bureau
********************************************>Suite 130
*******, *******; 27612

RE: Case Number: 22578115

To Whom It May Concern:

The Duke Medicine ******************************************** is in receipt of your correspondence dated 11/19/2024 regarding the above Case Number. Our patients concerns are very important to us and will be addressed in a timely manner.

We will be working directly with the consumer for a resolution to their inquiry. You will receive confirmation of this resolution within 7 10 business days.

Thank you for bringing our customers concerns to our attention and allowing us the opportunity to respond.

Sincerely,

******* *******
Reimbursement Specialist
PRMO **************** and Support
**********************
Initial Complaint
Date:02/01/2024
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 had an eye surgery scheduled on 8/28/23. A few days before surgery I received a call from Duke asking to pay $1,060 for patient responsibility. I told them I had two insurance with no deductible and I was also approved for 90% financial assistance. The person told me that I had to pay that regardless or my surgery would be cancelled. So, I had no choice, but to pay thinking I would get reimbursed after the claims were processed. I had another surgery scheduled on 9/18/23, for which I was asked to pay the same amount, which I had to pay to get the surgery done on time. After all the bills were processed by insurance, I was only found responsible for $295 for each surgery. On top of that, I was also approved for 90% discount, which the billing department had verified.I contacted the **************** through MyChart on 11/13/23, and they advised that the amount I owed was after 90% discount, for each surgery. I brought to their attention the EOBs of the insurance showing that I was only responsible of $295 after insurance payments and adjustments. I asked how could 10% of $295 be $1060. Then they changed their response and said insurance did not cover everything, although my insurance did cover. I asked them if insurance indeed did not cover $1060, then 10% of that amount would only be $106. Each time I wrote, they changed their reason for overcharging. Finally, yesterday I received response saying that prepayments are not refunded, meaning if I had not paid in advance, I would not be responsible, but because I paid in advance (as I was forced to), I could not be reimbursed despite my account being approved for 90% discount. I find ****** billing customer service both irresponsible and unethical, giving patients the run around. I sincerely hope that Duke Billing will live up to ****** high name by doing the right thing and refund the two prepayments I made in the amount of $1,060 each ($2,120 total).
Business Response
Date: 02/01/2024
To Whom It May ******************* Duke Health Patient Billing **************************** is in receipt of your correspondence dated 02/01/2024. Our patients concerns are very important to us and will be addressed in a timely manner.

We will be working directly with the consumer for a resolution to their inquiry. You will receive confirmation of this resolution within 7 10 business days.

Thank you for bringing our customers concerns to our attention and allowing us the opportunity to respond.

Sincerely,

*********************
Senior Account *************************************** and Support
Duke ******************
Customer Answer
Date: 02/05/2024

Complaint: 21230270

I am rejecting this response because: the business did not address the issue raised in the complaint.

Sincerely,

***************************
Business Response
Date: 02/06/2024
We regret to here you are not satisfied with the response. We have confirmed you were made aware this was an elective service and signed the financial agreement. It was outlined that ***************** are not covered under the **** financial assistance program. We thank you for taking the time for sharing your feedback.
Initial Complaint
Date:12/07/2023
Type:Service or Repair Issues
Status:
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.
12/3- 6:20pm went to **********************. Was diagnosed with community acquired pneumonia.-******************** saw me and issued a nebulizer and prescribed me with 5 different medications. I had a terrible cough, lungs hurt, lots of mucus coming out green, fatigue and no voice (my fianc was there with me the whole time) and had to have someone speak for me. -work note has me excused from work till Monday 12/11. 12/6-went to urgent care south to have them get ************ to fill out FMLA paperwork to cover my absences. They stated his home office was in ********** so they sent over the paperwork to the ********** office and told me to call up there the next day. 12/7- called office for *************************** and let them know I needed paperwork filled out. They said they do not do FMLA paperwork since I was only seen for 1 day. I told her I was put out of work due to pneumonia. Why be able to diagnose if you cannot cover the patient for work purposes?? I told her I have a work note however my job requires paperwork to be filled out due to absence. The lady said she would look into it and call me back. -associate called me back and said we cannot post date any paperwork. I told her that's not what I wanted. I was seen by ********************* and just need the paperwork filled out to cover me so I do not lose my job because I was so sick.
Business Response
Date: 12/07/2023
To Whom It May ********************** let this letter serve as confirmation that the patient has been in touch with the clinic and the form is in process of being completed. Should you or the patient have any additional questions, please feel free to contact me directly at ************.

Sincerely,

*********************
Senior Account Representative
Customer Answer
Date: 12/07/2023

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,

*****************************
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.
Guarantor #******* I received a bill regarding an Emergency Visit at ************************ Nov 30, 2020. This bill had already been resolved and paid.It is concerning that your hospital is attempting to bill me for services rendered three years ago without any prior notification or explanation for the delay. This unexpected bill has caused me significant distress and inconvenience, as this matter was resolved long ago.Since that visit, I have not received any communication or further bills regarding the aforementioned medical service until the recent bill I received. There has been no indication of outstanding payments or any attempts to address this matter over the past three years.
Business Response
Date: 05/30/2023
May 30, 2023

Better Business Bureau
************************************
Suite 130
*******,** 27612

RE: Case Number: 20109092

To Whom It May ******************* Duke Medicine Patient Billing **************************** is in receipt of your correspondence dated 05/26/2023 regarding the above Case Number. Our patients concerns are very important to ** and will be addressed in a timely manner.

We will be working directly with the consumer for a resolution to their inquiry. You will receive confirmation of this resolution within 7 10 business days.

Thank you for bringing our customers concerns to our attention and allowing ** the opportunity to respond.

Sincerely,

*****************************
Reimbursement Specialist
PRMO **************** and Support
Duke ******************
Initial Complaint
Date:03/02/2023
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.
On 11/15/2022 I took my 9yr old son to ************* at the request of his pediatrician to r/o appendicitis. After 6+ hours of no communication by the ** Drs., my son was diagnosed with acute appendicitis via ******* was told by a medical member that he needed emergency surgery & would be admitted to start antibiotics & be prepped for surgery. There was little to no communication btwn myself & any Drs. & he wasnt put into a room until 3am. It was not until the next day after 11:30am that I was told they "werent convinced" it was appendicitis & wanted to do a CT to get a better look. All while giving him morphine & abx. Around 3pm on 11/16 that he doesnt have appendicitis & was misdiagnosed in the ** but that he needs to stay for observation & have GI Dr. take over his case the next morning which ended up him having a SMOG & have several BMs before being discharged.As a parent - we trusted Duke to treat our children & provide accurate information to us. This did NOT happen in this ********* should not be held liable for the bills that were incurred due to their negligence. It was not of our doing but of the misdiagnoses of *************. His Medical records show 35 times that he was diagnosed with acute appendicitis & as a parent I trusted they knew what they were saying, & they put us through much stress & unneccesary medical treatment b/c of their negligence! He was discharged with no further appendicitis issues but I started receiving bills for Surgeon's fees & the Dr. who misdiagnosed him to begin with & b/c he was admitted my insurance is claiming he didnt warrant admission since he didnt have surgery therefore, they are not paying the claims. Stating "You could have gotten the care you needed without being admitted inpatient in the hospital." I have tried to take this up with ********** both to no avail and it is WRONG! All I have asked is for Duke to drop the bills that were incurred due to their negligence. I will pay for the diagnostics and initial exam.
Business Response
Date: 03/02/2023
The **************************** is in receipt of a billing inquiry from you. The inquiry has been forwarded to Duke Health *************** for review. Please allow 10 to 14 days for the review process.

Thank you for choosing Duke Health for your health care needs.

Sincerely,

*********************
Senior Account *************************************** and Support
Duke ******************
Customer Answer
Date: 03/06/2023

Complaint: 19527362

I am rejecting this response because: I have already contacted the ********************* with no resolution!

Sincerely,

***************************
Business Response
Date: 03/08/2023
Please see the attached.
Customer Answer
Date: 03/08/2023

Complaint: 19527362

I am rejecting this response because: The link provided in this generic letter sent from **** is not valid. If **** provides a proper link to an Authorization form I will fill it out allowing authorization to discuss my concerns with the BBB. Me calling ***** has proven not to resolve this issue in any way so far.

Sincerely,

***************************
Business Response
Date: 03/08/2023
Please see the attached Authorization Form.
Customer Answer
Date: 03/08/2023

Complaint: 19527362

I am rejecting this response because: Providing this form is not my acceptance of **** refusing to compromise on bills incurred due to their negligence at this visit. **** should now have the Auth form needed to discuss this event further through BBB to come to an agreed upon resolution. All I am asking is for the bills incurred after him being admitted without cause be removed and I will pay for the diagnostics incurred (CT, ************ U/S,) as well as the ** Exam visit. My son should have never been admitted with acute appendicitis and emergency surgery without the "required" CT scan that should have been performed while in the ** (before admission). IMO the ** was so busy that they decided my son had insurance and the easiest thing to do is admit him and put him to the side until we have more time to figure it out while we deal with all these other patients with simple issues and most likely don't have insurance. My observation sitting in the hall up against the wall with my son (b/c there was no available seats in lobby) I had 3 families on either side of me with children who needed an interpreter on speaker phone for the staff to communicate with the parents to discuss medical treatments for their child. They were completely overwhelmed but that should not result in me having unnecessary medical bills just b/c our family has medical insurance you can send claims to!

Sincerely,

***************************
Initial Complaint
Date:02/06/2023
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.
The dispute is for service provided by Duke Health on Nov 1, 2022. Patient is myself. A surgery was provided by Duke Nov 1,2022, ***************************, MD, Account #************. $52,788.28 Billed, $48,893.93 Covered, $1,200.00 paid, $2,694.35 Balance. I received this bill a few days after surgery. So far, this is fine, no contest here. Several weeks after I received yet another bill by ****, for same date, Nov 1, 2022. Provider, Provider: ********************************, PA.Account #************. $6,283.20 Billed, ******** Covered, $0.0 Paid, and $2,404.15 Balance. I do not recognize this provider nor services. This is what I dispute. I wrote to Duke Health, and on Jan 24th they responded:"I have reviewed both claims submitted for encounter date of service 11/01/2022 and they both list Orthopaedic Surgeon, **********************************, MD. I am unable to locate the provider, *****************************, that you are referencing. Is the information you received from Duke Health? If you would prefer to discuss your account by phone you may reach customer service at ************** or **************. Please let us know if we can be of further assistance and enjoy your day. Thank you, Duke Health Customer Service"I called on 2/2/2023 BCBS, and they informed me that they were billed $1,047.20 by above provider ********************, and it was paid in full. I called Duke Health on 2/3/2023 and talked to *** and asked him to remove the charge of $2,404.15 for provider ********************, that I do not recognize and nor does Duke. This he refused and asked if I want to schedule a payment instead.
Business Response
Date: 02/06/2023
February 6, 2023

Better Business Bureau
************************************
Suite 130
*******, ** 27612

RE: Case Number: 19330508

To Whom It May ******************* Duke Medicine Patient Billing **************************** is in receipt of your correspondence dated 02/03/2023 regarding the above Case Number. Our patients concerns are very important to us and will be addressed in a timely manner.

We will be working directly with the consumer for a resolution to their inquiry. You will receive confirmation of this resolution within 7 10 business days.

Thank you for bringing our customers concerns to our attention and allowing us the opportunity to respond.

Sincerely,

*****************************
Reimbursement Specialist
PRMO **************** and Support
Duke ******************
Initial Complaint
Date:10/14/2022
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.
This was incorrectly submitted to ***** under old ***** plan, causing the claim to be denied by *****. ***** has since re-processed this claim and states I may owe $10.54 and NOT $1246.00. Duke has me in collections even though I called them to explain ***** was re-processing this claim just 2 weeks ago.
This billing error is for my child* ***** ******** Account ************** Date of Service May 12, 2022. This needs to be fixed so my child doesn't have collections under their name, they are a minor.

*****'s website says this:
Total amount breakdown for 7 services
Amount billed
$1,246.00
Plan discount
$358.67
Your plan paid
$876.79
Total amount you may owe
$10.54
Business Response
Date: 10/17/2022
RE: Case Number ********

To Whom It May Concern:

The Duke Medicine Patient Billing
Executive Inquiry Department is in receipt of your correspondence dated
regarding the above Case Number. Our
patient’s concerns are very important to us and will be addressed in a timely
manner.

We will be working directly with the
consumer for a resolution to their inquiry.
You will receive confirmation of this resolution within 7 – 10 business
days.

Thank you for bringing our customer’s
concerns to our attention and allowing us the opportunity to respond.

Sincerely,

***** *****
Senior Account Representative
PRMO Customer Service and Support
Duke Health
Initial Complaint
Date:08/02/2022
Type:Customer Service Issues
Status:
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.
Upon date of a family member's surgery in May 2022, I made a pre-surgery payment of $2,000 that would go towards my out of pocket deductible. After surgery other third party claims were processed by insurance before the Duke Professional services were processed, and therefore my out of pocket to Duke was less than they $2000 paid. Duke owes my a refund of $642.55 but will not refund me due to the fact that they did NOT get pre-approval for the services and therefore the Cigna is not paying the claim. There is no financial responsibility to the patient as a result. Duke has filed 2 appeals since June trying to get the claim approved after the fact. Regardless of whether the appeal is approved or denied, my out of pocket has been met and Duke owes me $642.55 regardless. Duke Billing Supervisors have been no help at all, as I'm constantly getting the 'run around' and telephone calls get mysteriously dropped with no call back from Duke.
Business Response
Date: 08/02/2022
RE: Case Number ********

To Whom It May Concern:

The Duke Medicine Patient Billing
Executive Inquiry Department is in receipt of your correspondence dated
regarding the above Case Number. Our
patient’s concerns are very important to us and will be addressed in a timely
manner.

We will be working directly with the
consumer for a resolution to their inquiry.
You will receive confirmation of this resolution within 7 – 10 business
days.

Thank you for bringing our customer’s
concerns to our attention and allowing us the opportunity to respond.

Sincerely,

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