Complaints

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:07/21/2025

  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.

  Humana health insurance referred me to Dr ******** for my Free annual physical check up Was charged and billed for seeing a gastroenterologist By ECU Medical Billing multiple times Ecu Medical Billing refused to validate his credentials

  Business Response

  Date: 07/25/2025

  I would like to understand more about your concern and make sure that it is addressed appropriately as I am not sure what you mean about our Billing team validating credentials in the manner that you describe.

  Could you please connect with someone from the Office of Experience by phone at ************ or by email at Office of Experience at **************************************************************************************************************************; I would deeply appreciate some of your time to make sure that we get this right for you.

• Initial Complaint

  Date:06/04/2025

  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.

  I have two bills from ECU Health for two separate occasions. One of those bills is now in collections due to this issue. One bill is for $2,666 and the other one that is in collections is for $2,169. I have been trying to pay ECU Health and trying to get a copy of my bills. Every single time I have tried to call them and follow through the prompts it directs my call then hangs right up on me. I tried every prompt possible. The only one that answered was the complaint department. To which they directed my call and once again it hangs up on me. One day I took off of work and went to ECU Health. They sent me to a different building. And the building they sent me to was for employees apparently because every door to the building was locked and none of the doors were labeled other than one that said employee entrance. Ive been trying to pay them but they sent one bill to collections and due to their arrogance I feel I shouldnt have to pay either one of those bills. They have ruined that hospital when they switched it from Vidant Hospital over to ECU Health.. Im sick and tired of trying to get in touch with them. Especially after Ive tried and then they send a bill to collections which has severely impacted my credit score.

  Business Response

  Date: 06/16/2025

  Response to Complaint # ******** for Mr. **** *****.  Mr. ***** stated he has been trying to pay us and has been unsuccessful with getting through to us by telephone.  There were a couple of days that we had phone issues, however, we've been billing Mr. ***** since October of 2024 and our phone issues were two weeks ago.  He also stated he's been to our building and there was only employee entrances.  ************* Services Building located at ******************************************* does have 2 employee entrances, however, our front door has directions on how to gain access and there are always 1-2 people in the front office that can see when a patient is at the door and let them in.  We have sent statements to Mr. ***** and have yet to receive any returned mail.  Our statement also gives 3 ways to make payments (by phone, by mail or online) with specific instructions.  In our efforts of due diligence, I also see we have left several messages for Mr. ***** at the phone number provided by him *************).  After receiving the initial complaint on 6/5/2025 one of our patient counselors called and left a direct number for him and as of yet there has not been a call or a voicemail left.  Mr. ***** is welcome to return to our Financial Services Building where a counselor can speak with him in person about the accounts. 

• Initial Complaint

  Date:10/01/2024

  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 was in an car accident and the at fault driver's insurance company was supposed to pay and they were delaying. The hospital I went to was demanding the money so I set up a payment plan and made four payments (3 for $50 and 1 for $150) now the insurance company has taken care of entire hospital bill even the amounts I paid. She said the credit for the $300 is in the system but it could take months to years to pay it back? But the ********************** returned it within a week? I feel like they are trying to keep the money and not releasing it. Are you able to help in advising on this matter or, if not, can you direct me to someone who can further help me.

  Customer Answer

  Date: 10/01/2024

  ECU hospital in *************, I confirm

  Business Response

  Date: 10/08/2024

  We have received the complaint and looked at patient's account.  The auto insurance paid on 9/13/2024 and did create a credit in the amount of $300.00.  As of the date of the complaint, the credit has been submitted for refund to the patient.  Please allow an additional ***** days for processing.  

  Customer Answer

  Date: 10/08/2024

   
  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. But I will wait the time period they stated. If that is beyond the period of process that is unreasonable, I will contact the BBB again to reopen this complaint. Thank you for you time in this matter. 
  
  Sincerely,
  
  ******* *******

  Customer Answer

  Date: 12/03/2024

   
  Complaint: 22360149
  
  I am rejecting this response because:

  My complaint is against ECU PHYSICIANS and I do not want to hear the response 'we are not aligned with that organization' you are the SAME organization I have researched it so do not make that excuse. Second, I have paid this physicians $75.30 out of my hard earned money and had found out a few months ago that the insurance company that was responsible for the driver in the accident I was in had already PAID the hospital. Yes, your hospital has reimbursed me my credit for those separate payments I made towards the *** even the Eastern Radiologists but not the Physicians, but months and months have past and even though I was told the money is credited it could take years!!! Years! Should I be dead before you pay back money that does not belong to you. How unethical of a hospital to portray itself in this manner, if only the people of North Carolina should know! If you have done this to me, who knows how many more people are having their hard earned money taken out of their pockets. Hard working US citizens. Such behavior is very unAmerican. This is my Guarantor #**********, and I expect a professional response in this matter and my credit reimbursed to me as holding onto money that does not belong to you us stealing and is against the law! and hope you are not living up to the * that is your grade here in the Better Business Bureau's website.

  Sincerely,
  
  ******* *******

  Business Response

  Date: 12/04/2024

  Good Afternoon,

  Thank you for bringing this to our attention.  In review of the complaint, we have not received any information from a ******************************* company.  Please call our customer service line at ************ for any additional questions.  

• Initial Complaint

  Date:06/07/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 pharmacy and pickup up my meds on friday the 31 of may. looked in bag for meds i needed and one was missing my inhaler for my emphysema and copd, called pharmacy and they said they needed prior authourization from doctors office which is ecu health multispecailty clinic in ******* and that they sent it in earlier in the week. i called immedately tuesday of this week of the 2 thru the 12 and left a message for ***** who does Prior authorizations to send it in and call me. called back on thursday and raised holy h*** and then she calls back in four hours complaining. my issue was not taken seriously and took me cussing and fussing to get anything done. i have switched doctors effective immedatlely and just need enough meds to get me through till i see the new doctor in sept 26. called ecu health corporat4e to file complaint and no one there would help and kept transferring me and officer ******* at the kinston office has yet to return my calls

• Initial Complaint

  Date:10/17/2023

  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.

  on 4/12/23, I received a preventative Lung Cancer screening test at Outer Banks Hospital in *********; their billing is facilitated by ECU Health. I've received monthly bills for $260.08 since June. On multiple phone calls and via two formal written submissions, I advised ECU they did not use the approved secondary procedure code supplied by ********** Blue Shield in advance of procedure. BCBS also tried resolving with ECU unsuccessfully. During the prior conversation on Sept. 23, I was told my bill would be sent to Collections - thereby affecting my credit report. Supposedly, as of today 10/17, my account is under ECU review. This is the second review ... neither of which I have ever been notified about. Their billing practices, lack of client notification and interaction, and time required for resolution are not only ineffective to the **************** business, but harassing and defamatory to me. Please, correct the darn billing code allowing BCBS to process the claim!

  Business Response

  Date: 10/25/2023

  October 25, 2023

  
  Better Business Bureau
  Attn: ***********************
  ***********************************************************************-2621

  
  RE: ******************************* Complaint ID: ********

  
  **************:
  We are in receipt of your email dated October 17, 2023 regarding a complaint filed by ******************************* ID#
  ********. Thank you for allowing us the opportunity to respond to Ms. ******** concerns.
  Per our review of this matter we learned that Beach Medical referred ****************** to The Outer Banks
  Hospital in April for a CT scan. On September 26, 2023, Beach Medical contacted our Central Billing Office.
  During this call, we learned that the clinic reported a diagnosis on the order and ECU Health coded it
  differently. On September 27, 2023, the coding was reviewed and it was determined that the documentation
  supported changing the diagnosis. We submitted a corrected claim to BCBS on September 29, 2023 and at this
  time the corrected claim is pending with BCBS for payment. Additionally, ****************** has not been reported
  to a collection agency by ECU Health.
  Again, thank you for allowing us to respond to Ms. ******** concerns. We hope that this will resolve this
  matter and that she will continue to choose ECU Health/Outer Banks Health for her healthcare needs.

  
  Sincerely,

  
  **************************, *** *************** Risk Manager
  Office of General Counsel
  Outer Banks Hospital  ************
  ECU Health

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

  Customer Answer

  Date: 10/25/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  After verifying that BCBS has received and paid the resubmitted claim, I find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:06/27/2023

  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.

  A medical procedure was conducted on 3/23/22 for which I was required to make a copay and deductible payment based on my current insurance information of $703. Additional tests were then conducted requiring the same. This claim was not filed for nearly 6 months causing me to have an over payment of $323.09. as stated in by 9/14/22 final bill ***** not receiving the reimbursement I called on 11/11/22 and was told reimbursement did not occur unless a formal request was made and it was put in the cue. I then stated that this was my formal request for reimbursement. I continue to call each time transferred to a supervisor who states she is sending another request to the head supervisor ***************************** but there is nothing she can do more. Its the same song and dance as the last time we spoke I simply request my reimbursement of$323.09

  Business Response

  Date: 07/06/2023

  July 6, 2023
  
  ***********************
  *************************************************
  Better Business Bureau of Eastern North Carolina, Inc.
  
  Complaint ID: ********
  
  Dear **************:
  
  We are in receipt of notification regarding a complaint made by *********************************** related to a credit on her account, dated June 27, 2023. We appreciate the opportunity to respond to this complaint.
  
  ********************** was seen at ECU Health Duplin Hospital on March 23, 2022 for a medical procedure for which she paid a deductible and copay. ****************** was required and she made an additional payment. After insurance paid on the account there was an overpayment of $323.09 on the account. I have inquired about this matter with our ********************** and this payment has been confirmed. A refund was scheduled to go out to ********************** on June 29, 2023. We apologize for the delay in resolving this matter and for any inconvenience this may have caused *********************** 
  
  Again, thank you for the opportunity to respond to this complaint.
  
  Sincerely,
  *************************, RN
  Risk Manager
  Office of General Counsel
  ECU Health
  
  

  Customer Answer

  Date: 07/06/2023

   
  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.
  

  I have received a check refund for the overpayment in full on 7-3-2023. 
  

  Thank you for your help in resolving this matter.  
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:05/08/2023

  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.

  BCBS started paying her primary care physicians benefits directly to her instead of ECU Health (***************************, MD). Contacted BCBS and was told that the provider was not in network for her plan. I would need ECU Health to contact BCBS and request a review and get benefits assigned/paid to ECU Health (***************************). Originally asked the provider directly to do this and was told everything had to be done by ECU Health. Contacted ECU Health first back in January concerning this problem and plainly asked them to do what BCBS had instructed to be done. Got nowhere with anyone. Contacted ECU Health's ******************** and they forwarded the info to customer service. Never heard anything. Called the ***************** again. Heard nothing. Called them one more time and on 3/17 I finally heard from ***********************, **************** and Collections Manager for ECU Health. She informed me that they would work on it and let me know something. At that time I asked her if I should pursue it with BCBS again since ECU Health had done nothing so far. She told me no that they would look into it. One month later 4/17 had not heard anything back from Ginger or ECU Health so I called her again. Was told she had given it to the insurance credentialing folks to take care of and that someone would get back to me. Today is 5/8, three weeks later and I have heard nothing. I would much rather be told that there is nothing that ECU Health can do instead of being lied to and told that someone would call me back. Such an unprofessional organization that obviously doesn't have a clue about how to provide acceptable customer service.

  Business Response

  Date: 05/19/2023

  ECU Health was made aware of this issue on March 9, 2023 after which ****************** was contacted by representatives from several departments the following day in order to answer his questions and work to address the reason the patients insurance is not paying ECU Health directly. Unfortunately,the patients physician is not credentialed as an in-network provider for her particular plan at this time.  This is a complicated matter that our team is still actively working to resolve.  

  Customer Answer

  Date: 05/22/2023

   
  Complaint: 20032328
  
  I am rejecting this response because:
  

  The response is inaccurate.  

  
  Sincerely,
  
  ***************************