ComplaintsforAdventHealth

• Initial Complaint

  09/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I been deceived by Advent health Obgyn i am on ******** Healthy Humana I needed me a gynecologist so I called Advent health gynecologist and they swore me down that they take my insurance so they set me up for all these appointments and passed me along lying all the way I was set to have surgery but never heard from the doctor or nothing not the office or nothing but I have a bill that was ****** now it is ****** now they telling me that they dont deal with my insurance they never have I never would of went to them if I was told the truth on the phone I am 63 years old never had nothing like this to happen to me in my life this is very unfair I am not rich I am on a fixed income please can some one help me with this issue.

  Business response

  09/17/2024

  We have forwarded your request to the appropriate department. Consumer satisfaction is our number one priority, and we aim to resolve this issue in a timely fashion. We will continue to work directly with the consumer moving forward.

  Customer response

  09/18/2024

  I am waiting to hear back from Advent Health so we can resolve this situation 

  Customer response

  09/19/2024

  It has been taken care of 

  Customer response

  09/24/2024

   
  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.

   

  Consumer

  Most Recent Message

  Date Sent: 9/19/2024 11:17:05 AM
  It has been taken care of 

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

• Initial Complaint

  09/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been trying to contact this provider for the past two weeks in order to make an appointment. I have called many many times, only for it to go to voicemail. I have left 4 voicemail messages, along with sending two messages through the online form. No one has called me back and it has been two weeks. My G.I. doctor also said he sent the referral two times to this provider and still they have not reached out to me.

  Business response

  09/16/2024

  We have forwarded your request to the appropriate department. Consumer satisfaction is our number one priority, and we aim to resolve this issue in a timely fashion. We will continue to work directly with the consumer moving forward.

  Customer response

  09/17/2024

   
  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, assuming they do in fact work directly with me for further resolution. 
  
  Sincerely,
  
  *******************************

  Business response

  09/17/2024

  Requested information from consumer. Consumer provided all requested information. I have forwarded the provided documents to our refunds team with consumer's request. 

• Initial Complaint

  09/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Look at my account and find the error. Being billed for a copay that I have already paid! When I send proof of the payment from my bank, they change the service date. Then I send the receipt for that date and it changes AGAIN!!!

  Business response

  09/16/2024

  Consumer is reaching central Florida AdventHealth, seems that she visited an Illinois AdventHealth. I have forwarded her request to our ********************* for review and follow-up. 

  Business response

  09/17/2024

  The respective department communicated via telephone with the consumer and resolution has been reached. This complaint is considered resolved and closed by AdventHealth. 

  Customer response

  09/17/2024

   
  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.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  09/11/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My father, ***** ******, was a patient at East Orlando ************************************* on Chickasaw Trail for 2 1/2 years. He passed away 02/03/2024. On 02/20/2024, I received a refund check from AdventHealth in the amount of $3663.65 in his name that I could not deposit in the bank because he had passed. I've been trying to get the check reissued in my name as I am the only survivor so I can deposit it to pay some remaining bills. This has been going on for 7 months. I've been dealing with the office in ******* ******* to no avail. All they keep telling me is it's in processing, I feel like I'm getting the run around. This should not be taking this long to reissue the check in my name. In fact the check expired 08/07/2024. Now what do I do?

  Business response

  09/16/2024

  We apologize for any inconvenience you experienced while at our facility. It is through your valuable feedback that we have an opportunity to learn and grow, in order to consistently meet and exceed our goals. Called consumer and left consumer a voicemail message requesting call back. I also email emailed consumer requesting additional details so that we may address her concerns. 

  **Information needed**

  Patient's date of birth:

  Patient's address on file:

  Clear copy of front and back of refund check:  

  Business response

  09/17/2024

  AdventHealth left consumer a voice mail message (09/16/2024) requesting a return call. Another call will be placed today (09/17/2024). 

  Customer response

  09/17/2024

  I received an email asking for additional information so on September 16 & 17 I emailed copies of the original check & stub, the cover letter that came with the check, my fathers death certificate and my POA for my father. ***** is the person requesting this. I explained that tomorrow Ill be out of town through Monday night. Im hoping she will be able to expedite a re-issued check in my name so I can deposit in my bank to pay for remaining bills for my father. 

  Business response

  09/18/2024

  Thank you to Ms. ******** for returning my call and providing all necessary documents so that we can assist. The check re-issue is in the works. I will continue to speak directly with our consumer going forward. 

  Customer response

  09/25/2024

   
  Complaint: 22272280
  
  I am rejecting this response because:

  I sent you a message last week about not closing the account until I receive the check in my hand. I have been dealing with Advent Health for 7 months and I sincerely hope they send me a re issued check in my name soon. I have not heard a response from you that you received my message about this. Thank you in advance for helping me with this situation. 
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  08/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have chosen Advent Health medical group OBGYN at *******************************************, ***** for my high risk pregnancy concerns. Since I found out I was pregnant March,2024 I have put my trust into this facility. Since I started my care there it was a hassle getting any appointment when I had a referral from my first ******* I had to be seen by a doctor from Advent health. I did and all of appointments have been extremely lack of care. They do not do any urine tests for my daily visits, I have to see different NPs and doctors every visit, which is not right. The only good visit I had was seeing the actual high risk ******* ***************. Advent health scheduling has always been an issue. Its been six weeks from my last appointment and I was supposed to have an appointment 8/26/2024. This week they have contacted me saying they dont have any appointments for me and I cant be seen until September 10th, they have said someone from scheduling will call me back to assist me with getting an earlier appointment, they have not. Today is 8/22, and I have not received a call back. Im very very very disappointed with Advent healths care and customer service. Please help.

  Business response

  08/28/2024

  We have forwarded your request to the appropriate department. Consumer satisfaction is our number one priority, and we aim to resolve this issue in a timely fashion. We will continue to work directly with the consumer moving forward.

  Customer response

  08/28/2024

   
  Complaint: 22182746
  
  I am rejecting this response because:
  Advent healths customer service has been extremely poor for the last couple of months, dealing with my high risk pregnancy. Appointments are scheduled too far out and the office is always rescheduling, & doctors are not providing the proper care. 
  Sincerely,
  
  ***************************

  Business response

  09/04/2024

  ****************** spoke with consumer and reached a resolution. Consumer expressed her appreciation for the discussion and resolution. 

  Customer response

  09/04/2024

   
  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.
  

  Advent Healths ***************** have reached out to me, but if there care does not improve I will flag and let the BBB know again. 

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

• Initial Complaint

  08/22/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was on a travel trip to Florida (at the Orlando airport) experienced a bit of congestion in my chest and was taken to AdventHealth Orlando hospital's *************** It was pretty clear that I am a 50 year old Male of good health and it was not a heart attack but they insisted on keeping me around for about 4 hours and run a few more test than needed. But in any case, I get a good faith estimate (as per Florida Law) of $958 during my visit. I understand that cost can be higher but I was shocked to see a bill of $21,000 which even after my pretty solid insurance coverage adjustments and $6139 insurance payments later, I was billed $3113. I called customer service to complain about both the inflated costs and Good Faith ******** discrepancy and based told on my face that this how the American healthcare system works. I wrote an message to their customer service through their patient portal and received similar replies like "take it up with your insurance provider". After a few more persistant messages (see attachments), my file was sent for review but at the same time, my bill was also sent to collections. It just been "send a bill", "send the final bill", "send to collections" (no regard to my written and oral complaints or the fact that the bill is still officially in review with their own billing department.

  Business response

  08/28/2024

  AdventHealth has reviewed the charges and care and have found they were appropriate. 

  We can provide an estimate to our patients at the time of service; that estimate is not a guarantee of the final patient responsibility. Your visit charges are not final until approximately 5 days after discharge. Once your charges are final,insurance is billed, they will apply your benefits to the claim and assess your final patient responsibility. Once we receive the *** (explanation of benefits)from your insurance, we bill you what your insurance assessed as your final patient responsibility.
  

  In this case, your insurance forwarded an *** (explanation of benefits) where it applied your benefits to the charges for services received and determined that you have a deductible of $2431.01 and a co-Insurance of $682.16. Please keep in mind that when providing insurance, your out-of-pocket responsibility is determined based on the benefits that you chose with your insurance. Based on the information received from your insurance, at the time of service you had not met your out-of-pocket maximum, due to that fact, your insurance left you a patient responsibility of $3113.17. 

  With the above in mind, your patient responsibility is determined by your insurance. Therefore, if you would like to dispute your patient responsibility, you may do so with your insurance. Please keep in mind that it is important that while you are disputing your patient responsibility with your insurance it is important that you secure your balance by either paying in full or setting up a payment plan by contacting our *************************** at ************.

   

  Customer response

  08/29/2024

   
  Complaint: 22179844
  
  I am rejecting this response because:

  I understand the insurance argument but that does not change the fact that healthcare for my Advent Health visit was too pricey and that estimates were wildly out of proportion (10 times the estimated amount make the estimate a joke) and I was never warned during my visit how expensive some of the care could be. I was not asked if I wanted one or more tests done. If I had know the price or was asked, I would have rejected some of them as they were not needed. 

  Also AdventHealth does not provide any reason or explanation why the bill was sent to collections while my complaint with over pricing was in review. I have since accepted their payment plan while the review is ongoing but it does not show up in my patient portal or have I received any response to the payment plan setup. They just have clunky systems that just don't work.
  
  Sincerely,
  
  ************

• Initial Complaint

  08/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The hospital staff treated me like my health concern was not important. The ** **s are dismissive and rude. I was rushed out of the hospital without a proper explanation to my sharp stabbing pain. I have access to my medical profile and I was able to view a ** Scan that was done and it showed liver cyst, inflammation and my blood count levels are not in the normal range for pancreas function. Yet the ** sent me home stating everything looks normal and sent some prescriptions which one of them I can not take due to the allergic reaction I encountered with it which proves he clearly dismissed what I relayed to him regarding that medication. I am still in pain but I was told to go and see my primary care ** being this was not an ** emergency. This place needs to be held accountable for neglecting proper medical care. He failed to inform me of the findings on the ** scan results being he was more concern about sending me out of the room being it was busy and there was no space. The staff is unprofessional and violates hippa privacy laws by discussing personal matters out loud about other patients. I am disappointed and disgusted with the way I was treated by this place. No human being should have to encounter this type of neglect.

  Business response

  08/14/2024

  We have forwarded your request to the appropriate department. Consumer satisfaction is our number one priority, and we aim to resolve this issue in a timely fashion. We will continue to work directly with the consumer moving forward.

  Customer response

  08/24/2024

  Im not sure what information has been requested? Please advice 

  Customer response

  08/26/2024

   
  Complaint: 22132901
  
  I am rejecting this response because:

  Consumer

  Most Recent Message

  Date Sent: 8/24/2024 2:37:02 PM
  Im not sure what information has been requested? Please advice 

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

  Business response

  09/10/2024

  AdventHealth *************** spoke with patient and resolved complaint. This issue is considered resolved by AdventHealth ***************.  

   

  Customer response

  09/10/2024

   
  Complaint: 22132901
  
  I am rejecting this response because:
  The company did not acknowledge the neglect preform by the doctor on their end. I received a call from a representative not fully aware of what took place ******* me off the phone. I have endure stress and neglet from this hospital and it does not make it right for them not to properly investigate this matter. The doctor prescribed me medication I am allergic to and failed to address my reason for being there, then discharge me without proper care. I will like for this matter to be addressed in a professional respectful manner. I will also like for this incident to be revised and for them to compensate me for the stress and pain I have endure thanks to their neglectful hospital doctors and staff. 
  Thank you

  ******* of the ****** family (Beneficiary)
  WITHOUT PREJUDICE UCC *****, i.e., all Natural Inalienable Rights Reserved
  Please address all future correspondence in the matter to a direct Human Self, namely *******  of the ****** family, as commonly called.
  
  

• Initial Complaint

  08/06/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I wrote advent health through their website on 6/12/24 and have yet to receive a response or have my complaints addressed.

  Business response

  08/08/2024

  We apologize for any inconvenience you experienced while at our facility. It is through your valuable feedback that we have an opportunity to learn and grow, in order to consistently meet and exceed our goals. We would appreciate the opportunity to speak with you about your experience. Please contact our *********************** at Phone: ************ or email address CFD-************************************************** to provide us with your information so we can address your concerns. 

  Customer response

  08/08/2024

   
  Complaint: 22103476
  
  I am rejecting this response because:

  I have already written my complaint through Advents website on 6/12/2024.  Please view my original complaint through Advents website and respond appropriately.  Instructing me to write everything a second time to a generalized email is deplorable service when Advent has everything they need to respond already.  Was my complaint ignored?  Was it deleted?  This makes no sense.  I have received responses prior through writing through Advents website and now magically that complaint is gone?

  
  Sincerely,
  
  
  

  Business response

  08/14/2024

  I am unable to review your concerns as there are no details provided. Please provide the details of your concerns and also your name on file, date of birth, AdventHealth facility address where you received care and, date of service. Without the requested information I am unable to provide assistance. 

• Initial Complaint

  08/05/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  In April 2023 while on a family vacation, my daughter needed to be tested and treated for strep throat. Insurance informed us to utilize an ER around where we were staying. Advent Health was the closest. My daughter tested positive and given antibiotics. Roughly 2 months after, I received a bill from Advent for this service. Knowing we had provided my daughters insurance I called to verify and inquire why insurance hadnt paid. After speaking with Excellus I was informed that the claim had been denied due to the provider not having an **** # in there system and that my patient responsibility for this visit was $0. I reached out to Advent, informed them of what insurance had told me, gave them all the information about how to get their free **** # that insurance was requesting to pay a resubmitted claim for this covered service. A few months later, I received yet another bill. This time a call was place to insurance who then called Advent help on my behalf to inform them of what was required to be paid for a covered service. Again, a few months later I receive yet another bill. This time when calling, Advent said that they feel that my insurance company needs a specific form, basically showing an itemized bill. I asked, do you not think they need what they requested the last time you spoke with them (an **** #) and their response was well no, we feel they need this other form. They sent me the form, I submitted it to insurance and again they said all we need is Advent to provide an **** # and we can pay this claim. We are now in August 2024 and I again have received a bill for the services. I have contacted our insurance and again they have not been provided an **** # and informed me that they provided an EOB showing the reason for denial (lack of **** # and $0 patient responsibility) Also in the last ************************************************ my 7 year old daughters name for this bill which can not be paid by insurance due to Advent not providing the **** #.

  Business response

  08/08/2024

  We have emailed the Consumer requesting patient's demographics so that we can locate account and assist. Consumer satisfaction is our number one priority, and we aim to resolve this matter in a timely fashion. We will work directly with the consumer moving forward.

  Information requested:

  Patient's full name, date of birth, address, and date of service 

  Customer response

  08/08/2024

   
  Complaint: 22098139
  
  I am rejecting this response because: issue has not been resolved and requested number from the insurance company has not been provided. A resolution of wait for processing is not sufficient. 
  
  Sincerely,
  
  *******************

  Business response

  08/22/2024

  Our billing department is working with consumer's insurance to get the claim processed. Consumer, please allow time for our billing team to work on your behalf to get your claim processed. 

  Business response

  09/04/2024

  The issue has been forwarded to our ***************** who is in communication with consumer's insurance. They are working directly with the consumer's insurance to resolve any claim processing issues directly with insurance. 

  Customer response

  09/04/2024

   
  Complaint: 22098139
  
  I am rejecting this response due to no communication with me in regards to status of claim. Until claim has been closed whether through providing insurance required information as requested or stopping all billing to me as I am not financially responsible for this account per my EOB, I will not be accepting any response. 
  
  Sincerely,
  
  *******************

• Initial Complaint

  07/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  adventhealth billing department cannot get their act together. my daughter has 2 insurances one is credence ********** blue shield and the other is champva. They always successfully mess it up and continue to send a bill to ********** of Florida. Credence is out of *******. Today i spoke to a representative that was busy watching her crying baby on the phone. i heard the baby crying. they need more professional people that would not hang up on their clients calling to fix the bill. she hang up and did not call me back. she even verified my phone number at the start of the call. i was on the phone for 45 minutes and she took so long to do anything that we were only able to discuss 2 charges since she placed me on hold several times to take care of the child.

  Business response

  08/08/2024

  We apologize for any inconvenience you experienced when you called our **************************** We will review the recorded call and provide training to the team member, so that you don't have the same difficulty in the future. 

  The first submitted BBB Complaint ********, for this same issue was resolved and closed on 06/14/2024. 

  Please note that for BCBS we must process all claims via Florida BCBS for processing. As it relates to your daughter's accounts, I see that the accounts with a balance are still in process with insurance, please allow time for those claims to be processed and for your insurance to forward an EOB (explanations of benefits). Also, I do see that BCBS is listed as primary insurance and CHAMPVA as secondary. 

  It is through your valuable feedback that we have an opportunity to learn and grow, in order to consistently meet and exceed our goals. We would appreciate the opportunity to speak with you about your experience. Please contact our *********************** at Phone: ************ or email address CFD-************************************************** to provide us with your information so we can address your concerns. 

*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. ↩