Complaints

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

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  Wilmington Health

  1202 Medical Center Dr Wilmington, NC 28401-7307

• 

  Wilmington Health

  4141 Shipyard Blvd Wilmington, NC 28403

• 

  Wilmington Health

  1202 Medical Center Dr Wilmington, NC 28401-7307

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:03/21/2025

  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 have been a patient of Wilmington Health for two pregnancies and recently was referred back to your offices for a health issue. While I have had a positive experience with my healthcare provider, I miss the personalized attention I received with private practices, which led me to seek a consultation with an outside surgeon.After scheduling an appointment with the outside surgeon, I requested my medical records from ********************** to ensure a thorough consultation. However, I was informed that the request would take 7-10 business days, which does not align with my scheduled appointment. When I inquired about alternative options, I was told there were none, I offered other suggestions such as picking up the records myself, and my request to speak with a medical records supervisor was denied. Additionally, the representative, "*****," did not provide her last name when I asked. Furthermore, ***** told me she "had no supervisor."As a long-time patient who attends appointments on time and meets my financial obligations, I expect a level of service and professionalism that Wilmington Health has unfortunately not upheld. Last week, I experienced an over-hour-long wait for a rushed 10-minute post-op appointment, and today, the lack of professionalism I experienced was beyond the pale.I am disappointed by the lack of responsiveness and the absence of care in addressing my concerns. I hope that Wilmington Health can better fulfill its commitment to providing the "TRUE care" it claims is its mission.I contacted multiple people at the agency with no response.

  Business Response

  Date: 04/02/2025

  At Wilmington Health, the patient experience is our number one priority. We understand, the patient's desired resolution is to receive a response from our team. We have fulfilled this in multiple, recent connections with the patient, and we ensured we supported patient with her needs and addressed her concerns at that time. Our last communication was documented on 3/27. We are happy to continue to support the patient in her needs, and we thank her for the opportunities we've had to connect with her.

  Customer Answer

  Date: 04/03/2025

   
  Complaint: 23093794
  
  I am rejecting this response because:I find it unacceptable that Wilmington Health failed to respond to any of my calls, emails, or messages until I filed a complaint with the BBB. Even then, it took speaking with two different representatives to finally receive the medical records I initially requested on 2/28. At no point did I receive an appropriate response to my concerns. The most professional and reasonable course of action would have been to (1) apologize for the poor experience I had and (2) send my records immediately without delayneither of which happened. Instead, the only response I received was, "Sorry, I get a lot of voicemails and can't check them all," which is entirely unacceptable.
  I would like to know how Wilmington Health plans to prevent such poor experiences from happening in the future. This level of service is not only disappointing but also raises serious concerns about patient care and compliance with regulations such as the 21st Century Cures Act.
  
  Sincerely,
  
  ***** Hope

• Initial Complaint

  Date:12/11/2024

  Type:Billing 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.

  My wife and I went to Wilmington Health for an annual wellness exam. This should have been covered 100% by our insurance with no deductible or coinsurance since it is preventative. However, we received a surprise bill for $166.39.We filed a claim with the *********************** in which it was determined the problem is the coding being sent from the healthcare provider. However, the clinic is not willing to entertain the fact that they are charging us for the wrong services, and we have exhausted all options to resolve with them directly.We would like either the codes to be fixed or the charges to be dropped. We don't care as long as we don't owe anything.

• Initial Complaint

  Date:07/23/2024

  Type:Billing 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.

  On April 3, 2024, I went to Wilmington Health in ******, ** for my Welcome to ******** Wellness Visit. Instead of seeing my normal ******* ******************************** I was seen by her new PA ******************************** FNP. I also received a pneumonia vaccine. Both the Welcome to ******** Wellness Visit and pneumonia vaccine are 100% covered by ********. When I received my bill in early June, there was a charge of $150.00 (code *****) for an established office visit. WH ran this charge through to my ******** Part B, and they paid part of it. Now, WH is sending me invoices for $73.51 to cover this "established office visit" charge. I have been on the phone repeatedly to their billing department and have sent numerous emails directly to the doctors' clinical staff about this. I was told it was because the PA, ******************************* talked to me about other issues. I am in great health and my lab work twice a year that they do, comes back in the good range. I did not ask for anything above the ******** wellness visit. If she asked me a few questions, that was not covered by ********, she should have told me that it was going to be $150.00 charge. I am going nowhere with WH on this. I wonder if this is their way to pocket addition money from both ******** and their patients, and how frequently this happens. To date, I refuse to pay the $73.51 they say I owe for this so called "established office visit" when all I went in for was my ******** Wellness Exam. I just received another invoice today, stating its due on 6/27/2024.

• Initial Complaint

  Date:10/09/2023

  Type:Sales and Advertising 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 was a patient at the Wilmington Health Family Medicine- Shipyard office for around 2-3 years.
  I had a PCP through this office, ****** **********.
  I had seen Mr. ********** multiple times over the last 2-3 years. I had some concerns with some things he had said during the visits, and the amount of time he would actually spend in the room trying to diagnose or treat whatever was going on (generally every visit only lasted 2-5 minutes at most.) However, nothing totally egregious occured until September 2023. During my visit for ear pressure/discomfort/severe vertigo- he asked if I wanted an ENT referral- I asked if that would be what he advised, he stated "they won't have any more answers than I have." He says he will give me a nasal steroid. I tell him "thank you, i'll try it! Just so i know what to do next, what if this doesn't work, do I call you for a follow up, wait for the referral..?" that's when he stood up aggressively at me and said "i'm not answering that, because then it's what if what if what if. this visit is over." And left. I am traumatized and have deep fear from male doctors after this visit. I called immediately after this to request a new PCP from WH. I got run around in a circle, spent hours on the phone. Finally got a call from an office manager where I filed a complaint as well as requested a new PCP. She said she would send a form for me to fill out to terminate the relationship with the dr, but that's not what I got. I got a letter saying HE was ending the relationship. I was told there was no PCP that would accept me, and I spent WEEKS calling in a circle trying to get a new PCP. In September, they said there was ONE PCP they could REQUEST, but they could reject me. They were supposed to call me to let me know the outcome by 9/18/23. I've never heard from them since. The "referral" he sent- never came through. No one called. I had to call my own ENT where I finally received a diagnosis. He also did not correctly document my symptoms.

• Initial Complaint

  Date:06/26/2023

  Type:Billing 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 had surgery for a kidney stone and a second surgery back to back. I am ok with both surgeries. I was informed my insurance covered 100% of the Kidney stone surgery. I have received 3 bills for the exact same procedures, which included the stent for the kidney stone, that seem to be billed in a 4 month increment with the comment that insurance changed their mind. One bill was for $22, one bill was for $375 and this last bill came in for $1300-all three bills are for the exact same procedure and arrive about four months apart. I asked after the second bill how I would know they wouldn't continue to change the amounts again and again, and I was assured it was the last bill and the account was settled - paid in full. Then 4 months later, May 12, 2023 (the surgery was done in March and April of 2022)another bill arrived.I have written to the *** fraud line, but not sure how to get this issue resolved, so trying to ensure i find the right people to talk to to get this stopped.

• Initial Complaint

  Date:11/23/2022

  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.

  I am a former patient of WH and after years of taking care of my parents, i returned to take care of me. this was a business I championed and told others to go, but to the contrary . . .I have spent the last 2 months trying to be seen for a complete exam. I called and left three messages with Dr. Jonathan H**** office/nurse in Sept/October. She ignored every single one. Then when I went to the Today's Care clinic for my knee, I was asked about a primary dr. I indicated that it was Dr. H**** but his nurse wont call me back . . . they said the would try. three appointments later, they say that because of the time from my last visit (which was 2016) to now would make me a "new patient" even though I'd been to him before. That was not the issue . . the issue was that his nurse did not have the decency to call me back and indicate that . . . why didn't she just return my message and say that????
  
  It is now November (almost December) and I have yet to be able to be seen for a simple physical exam . . .

  Business Response

  Date: 01/19/2023

  Business Response /* (1000, 5, 2022/11/30) */
  At Wilmington Health, the patient experience is our number one priority. Upon connecting with the patient, we confirmed that we have provided a satisfactory resolution for the patient. We value our patients, and we thank her for choosing Wilmington Health all of these years for her and her family's healthcare needs.

• Initial Complaint

  Date:09/29/2022

  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.

  On July 13th I visited Wilmington Health Care to see Dr Matthew W*******. Blood was taking however I was never consulted regarding any results from the blood work. My insurance company was billed and I was required to pay as well. No service was ever rendered and as such this business does not deserve any payment. Immediately refund my money and issue an apology for unprofessional behavior.

  Business Response

  Date: 11/17/2022

  Business Response /* (1000, 5, 2022/09/30) */
  Patient provided verbal consent and willingly completed the blood draw, and all services rendered are processed to patient's insurance accordingly. Patient's results were delivered to the Patient Portal, as patient registered for Patient Portal; however, verbal delivery of the lab results was delayed. Patient was provided an apology via the patient portal regarding delay in verbal delivery of the lab results. Although, services were completed and processed justifiably, Wilmington Health is processing a refund to patient for services rendered. The patient experience is our number one priority at Wilmington Health, and we value any feedback, and we will continue to optimize the patient experience in this regard going forward.
  
  
  Consumer Response /* (2000, 7, 2022/10/03) */
  (The consumer indicated he/she ACCEPTED the response from the business.)