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Business Profile

Hospital

Duke Health

This business is NOT BBB Accredited.

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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

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Duke Health has 22 locations, listed below.

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    Customer Complaints Summary

    • 16 total complaints in the last 3 years.
    • 5 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/26/2022

      Type:Customer Service Issues
      Status:
      Resolved
      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.
      Description of Complaint:
      I was diagnosed with breast cancer in 2019. I paid Duke in full for all the charges. I was in no state to "check" the billing. I've recently started checking all of Duke's billing against CHAMPVA, my insurance settlement statements. I am finding that Duke is balance billing me on some of my visits. The charges for 2019, 2020 and 2021 are not on my patient chart. I have requested several times for printouts to be snail mailed to me. Some were ignored, some were answered with I will send them and they have been sent. Neither of which I have received. Some messages were sent and would not allow me to reply. It was blocked. Recently, I received an email that said they uploaded my records. I have search and search where I was told and I don't see anything. I'm just trying to get the printouts for 2019, 2020, and 2021 so that I can check my insurance against what I was told I had to pay.
      I am a dependant to a 100% permanent and total disabled veteran. CHAMPVA is the only insurance I have.
      Thank you, ***** ******

      Business Response

      Date: 07/27/2022

      July
      27, 2022

      Better Business Bureau
      5540 Munford Road
      Suite 130
      Raleigh, NC  27612

      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 Medicine

      Customer Answer

      Date: 07/27/2022



      Complaint: ********



      I am rejecting this response because:

      They have already told me they would send me a printout of my visits for 2019, 2020, and 2021. Their message means nothing. They don’t follow through. 

      Sincerely,



      ***** ******

      Business Response

      Date: 08/02/2022

      RE:
      Better Business Bureau Complaint Case #: ********

      To Whom It May Concern:

      This letter serves as confirmation
      that we have been in contact with the customer and have provided the requested documents.

      Should you or the patient have any
      additional questions, please feel free to contact me.

      Sincerely,

      ***** **

      Customer Answer

      Date: 08/02/2022



      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********* 
      Although I did not receive what I asked for via snail mail, one of the woman I spoke with uploaded my details so that I can check my billing against my insurance for balance billing. 

      Sincerely,



      ***** ******

    • Initial Complaint

      Date:07/25/2022

      Type:Customer Service Issues
      Status:
      Answered
      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 Duke Primary care on 6/23/2022 for a new patient physical. My account number is #************.
      I was perfectly healthy and went in for some preventative exams. During my visit, my doctor ordered preventative exams such as pap smears, HIV screening, etc. However, all these items were billed as diagnostic instead of preventative, thus requiring me to pay the deductible (over $900 for some preventative exams!) instead of all covered by my insurance.
      Duke said since it's a "new patient visit" everything HAS to be billed as diagnostic. Nothing is covered even though the doctor said all tests are preventative and all the CPT codes are for preventative exams. No one informed me of this before the appointment and this came off as surprising billing for me.

      Business Response

      Date: 07/25/2022

      July
      25, 2022

      Better Business Bureau
      5540 Munford Road
      Suite 130
      Raleigh, NC  27612

      RE: Case Number: ********

      To Whom It May Concern:

      The Duke Medicine Patient Billing
      Executive Inquiry Department is in receipt of your correspondence dated 07/25/2022 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 Medicine

    Duke Health is NOT a BBB Accredited Business.

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