Complaints

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

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  OrthoCarolina

  4601 Park Rd STE 250 Charlotte, NC 28209-2373

• 

  OrthoCarolina

  15825 Ballantyne Medical Pl STE 100 Charlotte, NC 28277-0745

• 

  OrthoCarolina

  870 Summit Crossing Pl Gastonia, NC 28054-2192

• 

  OrthoCarolina

  601 Sutton Rd S Ste 101 Fort Mill, SC 29715-8439

• 

  OrthoCarolina

  354 Copperfield Blvd NE Concord, NC 28025-2402

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:06/12/2025

  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.

  The therapist did not spend 35minutes with me to evaluate/treat the issue. He spent only ***** minutes with me. The charge for "PT Evaluation Low Complex 20 minutes" is incorrect. Tried to resolve but no one seems to be interested in providing me with explanation of the charges. The issue was escalated to the supervisor at Orthocarolina, but the supervisor is too busy to talk to me.

  Business Response

  Date: 06/16/2025

  The OrthoCarolina ********************* and the Physical Therapy Manager reviewed Ms. ************* charges from date of service, 12/2/2024.  The physical therapy documentation from 12/2/2024 supported the charges billed. 
  
  15 minutes for the evaluation and 13 minutes for the treatment provided.
  Total time = 28 minutes, 1 evaluation and 1 neuromuscular re-education charge.  

  After a thorough review, the review team determined that that physical therapy charges were correctly billed.  Ms. *********** is responsible for the charges on her account. 

   

  Customer Answer

  Date: 06/16/2025

  
  I am rejecting this response because: 

   

  1. The statement sent to me has a charge for 20 minutes evaluation @$249.00. Ortho Carolina mentioned that they have documentation. But having a documentation is not proof that evaluation took place. The therapist did not spend 20 minutes evaluating me, but we rather directly started the exercise. I clearly explained to Ortho Carolina billing the background of my visit. They keep claiming that there is paperwork for evaluation when no such activity occurred.

  
  

  Business Response

  Date: 06/17/2025

  Ms. *********** was a self-referral patient to OrthoCarolina for her left ankle pain.  She consented for treatment and completed the financial responsibility form on 12/2/2024.  Attached are signed copies of the authorization for treatment, financial responsibility form, physical therapy progress notes, and billing statement. 

  Ms. ************* physical therapy charges were submitted to United HealthCare.  The total charges for the physical therapy visit for 12/2/2024 were $304.00.  The insurance carrier paid $140.62.  Ms. ************* remaining balance was $163.38.  She paid $38.65 on 6/12/2025 and the patient's remaining balance is $124.73.

  The physical therapy manager reviewed the physical therapy documentation which included evaluation, exercises, treatment, and assessment.  The patient's standard of care was met for the physical care treatment.  Ms. *********** is responsible for the remaining balance on her account.  This is a final review by OrthoCarolina. 

   

• Initial Complaint

  Date:05/09/2025

  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.

  4/28/2025. After unsuccessfully attempting treatment for a painful SI Joint injury, I checked in at Ortho Carolina. I was attended by a PA, xrayed, and evaluated to determine the need for an *** to determine the extent of my injury. I showed up for my procedure at 1030 on time May 6. I paid my co-pay($125.00). When I was called back for the **** I was asked if I have any metal implants to which I answered NO. On my check in paper I indicated that I have implants and indicated their location. The technician said I should have a card from the installing doctor indicating their location specs for the implant in question. I had driven from my home to ************ and was in the trailer where the *** would be performed. I was denied the procedure. I offered the name of the doctor *** installed the implant and was sent on my way. There was no way at this point they would talk to my physician to verify the implant would not me affected by the ***. The implant had beed installed in ******************************************************************** my case. I drove back to Ortho-Carolina in ******* and explained what had happened. I was told to see my urologist which I did and obtained from the doctors own hands as much information as available. I returned to Ortho-Carolina with the documents and at that time asked for an expedited appointment. I am 76 years old and am in excruciating pain (now for 4 weeks). Additionally, I am my wifes sole care giver. To say the least this has made this extremely difficult. The documents have been in Orthos hands now for two days and still no word. The story is longer, but my question is more about why would any practice allow a patient to suffer needlessly. I need the *** to start my treatment. All of medicine has become so fragmented with each part slipping into its own space that care for patients is becoming the exception rather than the rule. Back still hurts with diminished hope for help.

  Business Response

  Date: 05/19/2025

  Unfortunately, Mr. ****** did not provide the requested operative report from his penile implant surgical procedure performed at a facility outside of OrthoCarolina.  The OrthoCarolina ************** was not able to give the patient clearance for the lumbar MRI.  The patient will be refunded the copayment amount of $125.00 this week. Mr. ******** concern has been reviewed and closed. 

  Business Response

  Date: 05/21/2025

  Unfortunately, OrthoCarolina ************************* did not receive a copy of the penile implant operative report with the detailed implant information.  The operative report received from the urologist did not contain any implant documentation.  The patient was asked to obtain this information from the urologist.  The ************** was not able to proceed with clearance for the lumbar ***.  OrthoCarolina refunded Mr. ***** his $125.00 copayment.  

  We are sorry that you we not able to complete the *** with OrthoCarolina. 

• Initial Complaint

  Date:04/08/2025

  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 was seen for a knee issue. My insurance was out their network and they did not tell me. Had ex-rays and was charged for an office visit.. I then went back 2 weeks later for a re-check that is when they said my insurance was out of network. I did not receive anymore care. I should not be responsible for this visit.

  Business Response

  Date: 04/11/2025

  It is a patient's responsibly to be know their insurance coverage. You signed a financial waiver on 1/15/2025 that you would be responsible for the medical expenses regardless of insurance coverage.  Please call ***** ****** at ************ to discuss your payment arrangements.  

   

• Initial Complaint

  Date:03/13/2025

  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 health insurance charges a co-pay per visits to a provider, $40.00 for a Tier 1 provider and $80.00 for a Tier 2 provider. I went to see a Tier 1 nurse practitioner but was charged a Tier 2 copahy because OrthoCarolina bills under the doctor a nurse practitioner or physcian's assistant reports to. This practice by OthroCarolina is solely by choice and causes patients like me to unknowingly be charged an incorrect copay for a provider I did not see. Other providers do not do this. It is unethical and OrthoCarolina needs to change this practice. My insurance, *****************, indicates other practices charge based on the true provider or will resubmit a claim based on the real provider for such a situation but OrthoCarolina does not. The reason provided by their billing department is, "that's the way we have always done it", which is not a valid answer for an invalid practice. This request is to get OrthoCarolina to get their billing practices in line with other providers in North Carolina so that it does not penalize patients if their insurance has a provider tiered co-pay system which OrthoCarolina should abide by since they accept contracts with *****************.

  Business Response

  Date: 03/20/2025

  Thank you for sharing your concerns with OrthoCarolina.  After a thorough review of your billing concerns, the OrthoCarolina *************** decided to adjust the $40.00 copayment. The remaining account balance is $5.73 for the x-ray fee.  Please let us know if you have any additional concerns. 

   

   

   

  Customer Answer

  Date: 03/20/2025

   
  I am rejecting this response because: 

  I accept OrthoCarolina's tactical resolution to my immediate billing complaint but they not addressing that underlying issue which caused the issue to start with.  Other providers bill by the true provider to ensure insurance covers the appropriate visit co-pay.  Ortho is choosing to bill by the doctor a Physician's Assistant or Nurse Practitioner reports up to.  As such, a patient can be charged a higher co-pay if the billing doctor has a lower Tier rating than the PA or NP providing the actual service.  Ortho knows this and is leaving the underlying problem unaddressed.  There is no way this issue has not impacted any number of their patients for a 100% fixable issue.  All my other providers bill by the actual provider to avoid this issue and that is what Ortho should do to.  There is no rationale for choosing to do otherwise.  
  
  

  Business Response

  Date: 03/20/2025

  The OrthoCarolina ************************ is in the process of reviewing our provider insurance concerns directly with ***. ********* ********** was in the process of being approved to see *** patients at your office on 12/30/2024.  The approval process may take up to 90 days to complete. The supervising physician's name, ******************* per our policy, was used on the billing statement.  Dr. ******** per our records with documentation from ***, is credentialed through UHC as a premium care physician and should be a tier-one provider.  OrthoCarolina is reviewing this concern directly with UHC.  The provider reviews with UHC are a lengthy process and we wanted to address your concerns directly and promptly.   

  We extended a one-time courtesy to adjust the $40.00 copayment so you would not have to wait for our provider issue with *** to be resolved.  If you have additional concerns, we will review them directly at ************.

  Customer Answer

  Date: 03/20/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:02/15/2025

  Type:Product 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.

  Failure to refund overpayment

  Business Response

  Date: 02/21/2025

  The patient, ***** ******, was given a refund for the surgical deposit on 2/21/2025.  The outstanding physical therapy charges from January 2025, were resubmitted to ********************** carrier. Please call the OrthoCarolina Careline at ************ if you have any additional concerns. 

  Customer Answer

  Date: 02/21/2025

   
  I am accepting their response, with two caveats.  First, the account is still carrying a $6.89 Credit balance which should be refunded to **** x1237, and second, a charge on 12/27/2024 for $158.00 was applied to the "PrePayment Surgery" amount paid on 12/19/2024.  The insurance claim was originally "Denied" and I have asked BCBS FEP to review.  It should be approved shortly.  When that is done, I expect OrthoCarolina to Credit $158 back onto **** x6639.
  

  Business Response

  Date: 02/24/2025

  The $6.89 payment was from a previous deposit made on 11/13/24. The *** claim is pending with insurance.  Once the claim has processed the refund will be sent to the patient's credit card.  

  Ms. ******** physical therapy charges from 1/13/2025, 1/15/2025, and 1/20/2025 are being processed with insurance.  

   

  Customer Answer

  Date: 02/24/2025

   
  I reject OrthoCarolinas explanation on the 11/13/2024 *** and the balance due of $6.89.  OrthoCarolina submitted a charge of $1,199 for this service and ****************** had a plan allowance of $133.91.  BCBS FEP received the claim on 11/18/2024, processed the claim on 11/20/2024 and their system paid that claim on 11/25/2024.  The amount we owed was $20.08.  I have provided the Explanation of Benefit.

  In OrthoCarolinas Billing Summary in MyChart, it shows the payment was received and that transaction is marked "Paid Off".

  OrthoCarolinas claim that The *** claim is pending with insurance is false and they have received their payment.  As to their claim that the physical therapy charges are being processed by insurance, as of 3:00PM on 2/24/2025, their third submittal for the January treatments have not appeared on BCBS FEPs website. 

   

  I am sure many healthcare providers rely on patients not reading or understanding their benefits or EOBs, but that is not always the case!

  
  

  Business Response

  Date: 02/26/2025

  The $158.00 was paid by insurance on 2/26/2025 creating the credit for the shoulder sling.  The $6.89 was credited for the *** deposit. Both credits were returned to the credit cards on 2/26/2025.

  
  

  Customer Answer

  Date: 02/28/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint and find that this resolution is satisfactory to me.
  
  However, I must note that the $158 credit was applied to the wrong card, not the one which originally made the pre-payment.  But we did get the money back in the end. 

  Also, the claims for physical therapy that were previously mentioned as being twice denied by insurance for not being filed correctly were submitted a third time.  Once again, they were denied for the same reason.  In my opinion, I think that BBB should indicate to the world that this business has very questionable billing and bookkeeping practices.

• Initial Complaint

  Date:06/12/2024

  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.

  Dates of transactions were 3/20/24-4/12/24 and 4/24/24. Every time I went to the doctor, the receptionist stated todays visit will be $250. I would pay $250 for each visit. Which should of cleared each visit. I noticed they started debiting my debit card recently. I found out that my office visit actual price was $225 on 3/20and $194 on 4/12 and $130 on 4/24.My insurance paid for office visit on 3/20/24. They claimed my visit on 4/12 only $30 was applied to him. But I paid $250 for that specific visit as directed by the receptionist. Nothing was applied to my doctor on 4/24. So why are they telling patients each visit is $250 and not applying it to that specific doctor. Why tell the patient the bill is more than what it actually is.They do whatever they want to do with your money without telling the patient what they did with your money and still send you a bill. That should be illegal. Unorthodox customer service.They even broke my ribs while I was in the hospital and would not admit it. I had to go to urgent care for help. I shouldve sued them. They charged me for that too. Ortho Carolina is the worst and a rip off. They need to place my money specifically on the date of service I paid for. What is left over is up to me where it goes to.

  Business Response

  Date: 06/14/2024

  The account support manager reviewed ******************** billing concerns with the patient.  **************** is a self-pay patient and OrthoCarolina's policy is to collect $250.00 at every office visit.  The patient is billed for the outstanding balance. If the balance is less than $250.00, the payment is applied to any outstanding charges. The charges on her account were correctly billed. 

  **************** should call the *************** at ************.  

   

• Initial Complaint

  Date:05/20/2024

  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 visited Orthocarolina at the ***************** location and got a cortisone shot in my foot. I was billed $200 as they filed it as an "Office Surgery." My out of pocket is $70 and the medicine itself is $7. I was then billed another $70 for an office visit. This place is a ripoff and does not truly care about patients

  Business Response

  Date: 06/07/2024

  Thank you for sharing ***************************** concerns with me.  I reviewed the charges from the patients bill from the date of service, 4/18/2024.    ************ had not met her deductible and she was billed $83.33.  ************ was billed for an office charge, injection, and the injection drug.  The fee for the injection was for the provider to place the injection in the correct tendon location.  The patient was treated for left plantar fasciitis and consented to an injection in her left heel.  

   

  If ************ has additional concerns, she may reach out to the *************** at ************.  OrthoCarolina is closing the BBB review for ************.

   

  Thank you,

   

  *********************, CPC

  Privacy Manager

  ************** (Phone)

• Initial Complaint

  Date:01/25/2024

  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.

  In Fall 2021 my son was seen by OrthoCarolina in ***********. At the time of service I submitted both insurance cards reflecting my son has two insurances (one primary and the other a secondary). In 2023, I was contacted stating I had to pay for the full visit of 2021 due to the fact that only one insurance was billed and that insurance company finally denied due to the factor the secondary was not billed. Never once over the course of two years was I contacted and OrthoCarolina admitted they did not contact me until 2023. I was told also by OrthoCarolina billing office that the time frame to dispute or rebill has passed and I now have to pay the bill in full. The bill is now with the collection company. My son has been seen numerous times prior to the 2021 visit and after in which both insurances were billed. Now they are declining in seeing him demanding I pay the bill in full. OrthoCarolina clearly made a mistake and want me to pay for their mistake.

  Customer Answer

  Date: 01/25/2024

  My son name is *******************************. Guarantor number/account number: *********    Amount $460

  I have spoken to many representatives in the billing office of OrthoCarolina. I even spoken to managers and everyone has told me the same thing which is even though my son has two insurances I have to pay the bill for 2021. There are numerous notes on his account with ********************** that can validate my claim.

  Business Response

  Date: 01/29/2024

  DOS 08/06/21- The account support manager spoke with ******** explained she never presented the Tricare card (primary insurance card) at the visit.  The manager explained that ******** did not present the Tricare or ******** card at her son's visit. The OrthoCarolina *************** verified eligibility.  ******** paid the visit in 2021 and then recouped the funds in 2023. The account support manager suggested the charges from 8/6/2021 be changed to the self-pay rate, reducing the billing balance from $460.00 to $319.00.  ******** to setup a payment plan with the new balance of $319.00.

  The insurance information was corrected in the patient's account for the 1/25/2024 office visit.  The Tricare and ******** insurance information were updated to the patient's account.  

   

   

   

  Customer Answer

  Date: 01/31/2024

   
  I am rejecting this response because I spoke to *********************** of OrthoCarolina on January 26, **** and my exact response to **************** is that on the date of service which is in question I personally gave the check in PSC my son's military ID card showing he has Tricare and his Healthy ************* card. The factor which she states they were not scanned in I have no control of the check in person scanning in the cards. However, I know I personally handed the PSC/Check in person both items and explained Tricare needed to be billed first then Healthy Blue. During the conversation, **************** stated on my son's visit and previous visit on different dates his insurance for Tricare and ******** has been pulled and verified which means Orthocarolina has and is aware my son has two insurances. On the phone call also with **************** I sent to her direct email another copy of my son's military ID card. Therefore, her dispute stating  "******** did not present the Tricare or ******** card at her son's visit" is false. I would like the cameras in the waiting room and above check in to be pulled if that is in question from that date. And I will not set up payment arrangements due to the fact that per this phone call and previous calls with OrthoCarolina billing office representatives and managers have all stated eligibility was pulled and verified which means OrthoCarolina is aware and has always been aware he has two insurances. Even previous visits and current visits both insurances were billed and has paid. Therefore, 8/6/2021, both insurances should have and needs to be billed!
  
  

  Business Response

  Date: 02/02/2024

  This is a final review from OrthoCarolina!  

  The patient's mother did not present the insurance cards at the appointment.  ******** denied the charges in 2021.  The charges from 2021 are not billable to the insurance carrier because they are past the timely filing deadline. 

  The charges from 2021 were changed to a self-pay rate to the lower the fees.  A payment plan may be set up with no interest for up to 12 months. The patient is responsible for the outstanding balance. 

   

   

   

• Initial Complaint

  Date:07/03/2023

  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.

  I am disputing $194 for a virtual appointment on May 18, 2020. I initially disputed this bill with Orthocarolina and was told several times they were looking into it. Shortly thereafter, I got letters and calls from a collection agency. I again disputed the charge (see my attached email). I never heard back after that email was sent.I then called earlier this year to make an appointment with a different doctor at Orthocarolina. I was told I could not make an appointment till I paid my outstanding bill...a ********** had assumed had been written off.I would like my balance to be zeroed out so that in the future I am able to go to Orthocarolina to see other doctors.

  Business Response

  Date: 07/05/2023

  The billing supervisor reached out to ************** and reviewed the billing charges from 5/18/2020.  The billing charges were paid from 5/18/2020 but the charges were not paid for date of service 4/8/2020.  ************** is responsible for the office charges from 4/8/2020. She was offered the opportunity to pay her bill, but she declined. 

   

• Initial Complaint

  Date:06/13/2023

  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 had hand surgery back in November of 2021 with OrthoCarolina. My surgery costs reached the limit of my insurance's out of pocket maximum. However, every time I went in for physical therapy, Ortho carolina still charged me a $60 co-pay. The visits were paid in full by my insurance, so Ortho Carolina double dipped and they owe me $360.When I called the billing department, they claimed my copay was being applied to a pending charge which my insurance was disputing. I logged into my account recently and it seems that dispute was resolved, but Ortho Carolina has not reimbursed me for my co-payments.

  Business Response

  Date: 06/19/2023

  The patient was contacted by the OrthoCarolina and advised to speak directly with *****, the Account Support Manager. Her contact number is ************.