Complaints

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

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  WakeMed Health & Hospitals

  3000 New Bern Ave Raleigh, NC 27610-1231

• 

  WakeMed Health & Hospitals

  PO Box 14465 Raleigh, NC 27620-4465

• 

  WakeMed Health & Hospitals

  2406 Blue Ridge Rd Ste 190 Raleigh, NC 27607-6680

• 

  WakeMed Health & Hospitals

  23 Sunnybrook Rd STE 200 Raleigh, NC 27610-1855

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  WakeMed Health & Hospitals

  PO Box 14045 Raleigh, NC 27620-4045

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:02/23/2023

  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 admitted to Wake Med Hospital July 5th, 2022. I checked out on July 6th. Towards the end of July I started getting bills which medicare rejected. There was a previous insurance showing that was not even active, and I switched to Medicare and Medico Supplemental insurance on July 1, 2022. I had to call Wake Med, then call Medicare for 2 months trying to get his resolved, and I continued to get bills. In September all my other bills were paid except Wake Med. I kept calling them and telling them to resubmit the claims. Nothing happenned and I continued to get bill from Wake Med, then check Medicare and they hadn't received a claim.. I continued getting bills. I had been calling them and calling them, and on November the 2nd I called 3 times trying to get them to resolve this and stop harassing me. I was told they would stop bothering me after 4 months. That afternoon, I got a call from them, by a woman who at ###-###-####. Because of another email and that I noticed they had posted on Wake Med My Chart that I owed them $14,000
  I called again on November 5th, and the person I talked to told me my account was on hold, and that my claim was filed in October, but Medicare had never received it. I understand that an agent sent an email to the Insurance Department in December. In December, I started geting final notices with warnings about being turned over to collections. I would call Wake Med each time and tell them that Medicare hadn't received a claim. This happened over and over until I got the 3rd warning letter. I called Medicare and they had finally gotten the claim. Wake Med told me it had been filed wrong. Then I got the 4th and final warning letter after the claim had been accepted in January. This was now the beginning of February. I have complained and complained for at least 4 months about harassment, when my insurance had been cleared up but Wake Med could not properly file the claim, although they could certainly find a way to send me these email, messages on My Chart, and then four warning letters. I want this to be resolved by upper manageWhen I wrote to Patient relations, they referred me back to billing who was the problem and the last people I wanted to talk to. I have yet to get a response from upper management, after 4 months of harrassment, threats, and weak apologies. I never owed them a penny.
  I

  Business Response

  Date: 02/28/2023

  We have contacted the patient. A written letter has also been sent to the patient with our findings and consider this issue closed. 

  Customer Answer

  Date: 03/01/2023

  
  
  Complaint: ******** 
  
  
  
  I am rejecting this response because: I just received this today via Wake Med My Chart. It shows the dates of service, and the procees during the time of my harassment from Wake Med. This is the amount I owed them, $0. Case 3 **********
  
  
  
  Sincerely,
  
  
  
  ****** ******

  Business Response

  Date: 03/01/2023

  A letter has been mailed to the patient. This matter is considered closed. 

• Initial Complaint

  Date:01/18/2023

  Type:Billing 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.

  My issue is with WakeMed in *******, NC, and their billing department. I was billed for an er visit back in July 2022 for my son and I instructed the nurses to send all billing that my insurance didn't cover to my email address. A few weeks passed and I got a letter from my insurance like I normally do for any healthcare provider visits stating what they paid for and what I may be responsible for. I never received anything from WakeMed so I try to go into their MyChart but since I wasn't the patient and my underaged son was I was only able to create an account but wasn't able to get his medical info because I hadn't gotten anything from the hospital. Around October 2022 I get a bill with all the amount due and the account number so I put in a request to receive the bills via MyChart and wanted to set up a payment plan. I sent an email through MyChart on October 18, 20222 requesting access to my son's information but never receive any responses. I constantly checked my emails and the original account I created and still no responses or my son's medical information. I tried calling the customer support line but could never get anyone so I stopped trying for a bit. Fast forward to January 2023 and I try to get into my son's MyChart again and then I am able to set up a payment arrangement. A day later they tell me that I am unable to set this up because they have sent my account to collections. This is after my repeated attempts to set up a payment plan after emails and phone calls and never hearing back from anyone. I finally spoke with a rep on January 15, 2023, but they didn't try to assist me and when I asked to speak with a supervisor I was left on hold for several very long minutes like they expected me to hang up and then they transferred me to someone's voicemail. I left a detailed message but never got a return call. I had my son's mother call on January 17, 2023, but she just got the runaround and hung up on me. I feel that they sent my bill to collections out of neglect and lack of caring on their end and I want to see if this issue can be resolved.

  Business Response

  Date: 01/18/2023

  This complaint is being investigated by our billing department.  We will respond to the complainant as soon as our investigation is complete.  Thank you for bringing this issue to our attention.

  Customer Answer

  Date: 01/18/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and is willing to listen to what resolutions they may have.
  
  
  
  Sincerely,
  
  
  
  ******* *******

• Initial Complaint

  Date:10/24/2022

  Type:Billing 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.

  Date of service 5.2022 for annual screening.
  6.29.2022 I sent a message to customer service (CS) inquiring about $59.90 bill.
  7.4.2022 CS replied that billing dept was provided with my inquiry, and I will get a reply in 10-15 days.
  7.26.2022 I sent a message to CS that I received no reply.
  8.2.2022 Still no message from CS or billing and I requested for a phone number so I can speak to billing.
  8.9.2022 CS replied that I can’t talk to billing only CS. CS said my diagnosis code was not covered by my insurance company.
  8.9.2022 I asked what code was covered and maybe my doctor can revise the code.
  8.15.2022 CS replied and instructed me to call my insurance company and ask for the code.
  8.29.2022 I told CS that after speaking with my insurance company and reviewing codes, I was instructed to request for WakeMed billing to resubmit the claim and it can be reprocessed.
  9.8.2022 CS replied that bill is on hold and sent to coding team.
  9.29.2022 I sent a message to CS with after receiving a new bill of $150.21 without any services rendered since 5.6.2022 and inquired about the increase.
  10.6.2022 CS replied that after review of the bill, $150.21 was the new update.
  10.17.2022 I inquired about a loss of a possible discount and how being a patient of 5 yrs could disallow a possible write off.
  10.20.2022 Automated message received that my message was read on 10.20.2022.
  10.20.2022 I requested to speak to billing supervisor to implore for assistance and explanation of bill change
  10.21.2022 I have not received a reply.

  Business Response

  Date: 10/24/2022

  Thank you for bringing this concern to our attention. We will contact this individual directly during normal business hours to assist with their concerns. 

  Customer Answer

  Date: 10/25/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: as you can see with the length of my complaint, WakeMed is slow to respond to any of my messages. For every reply I make is another week or longer for them to reply without any clarification as to why there was an adjustment to a higher balance. 
  

  My last message to them was 10/21/2022 asking to be in contact with billing supervisor. After an automated reply that someone will contact me in 48hrs, I received no reply and on 10/24/2022 I requested again to get assistance from billing supervisor. 
  
  
  
  Sincerely,
  
  
  
  ******* ******

  Business Response

  Date: 10/25/2022

  While the patient brought their initial concerns to the BBB on 10/21/2022, WakeMed did not receive the complaint until 10/24/2022 at 1:07pm. Contact was made with the patient on 10/25/2022 less than 24 hours later. Again, thank you for bringing the patients concerns to our attention. 

  Customer Answer

  Date: 10/26/2022

  
  
  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.
  
  
  
  Thank you so much for BBB’s timely responses! 
  
  
  Sincerely,
  
  
  
  ******* ******

• Initial Complaint

  Date:08/25/2022

  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 August 1, 2022, I went to WakeMed Urgent Care for a diverticulitis infection. The doctor who saw me that day, Dr. **** said he didn’t think I needed treatment and that the infection would clear up on its own. He went on to say that since he didn’t treat me, there would be no charge for that visit.
  On August 23, 2022, I received a bill from WakeMed for $109.20 for that visit. I called customer service and they were no help. I am now seeking help from you as I have been charged for services not rendered.

  Business Response

  Date: 08/25/2022

  Thank you for bringing this issue to our attention. This complaint has been investigated by our billing department. We have attempted to contact the patient, and left a voicemail. We consider this issue closed