Complaints

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

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  AdventHealth

  601 E Rollins St Orlando, FL 32803-1248

• 

  AdventHealth

  900 Winderley Pl Ste 2100 Maitland, FL 32751-4191

• 

  AdventHealth

  PO Box 538800 Orlando, FL 32853-8800

• 

  AdventHealth

  601 E Altamonte Dr Altamonte Springs, FL 32701-4802

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:07/18/2022

  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.

  Called the Advent Health Imaging Princeton location to schedule an MRI, after waiting for 30 minutes to schedule the RUDEST person I have ever spoken to in my life who has a unique name something like Flagia, she interrupted me and railroaded me the entire time I was talking. I was trying to read her the MRI order and she just kept telling me everything I was saying I was wrong. When I asked her what she needed to know on the order, she told me the MRI name and if it needed contrast ( Which is exactly what I was reading to her multiple times) but she did not hear me because she was RUDELY talking over me the WHOLE time. I asked to speak to someone else she said no, I asked to speak to a manager and she said " it does not work like that, would you like to request a call back?" I said no I have been waiting 30 minutes to schedule. I just want to talk to someone that will help me. She then just decided to hang up on me. I would like disciplinary action to this employee as she has caused me to lose over 2 hours of my work day because of the lack of competency for respect, horrible customer support, and the incapability for her to do her job.

  Business Response

  Date: 08/25/2022

  Business Response /* (1000, 5, 2022/08/03) */ Please accept our sincerest apology for the inconvenience. AdventHealth is working to ensure we create a consistent whole-person care experience, every patient, every time. We have identified the specialist who handled your call and are working on the corresponding action plan, as instructed by Human Resources. Again, thank you for taking the time to share your experience. We appreciate your feedback.

• Initial Complaint

  Date:07/07/2022

  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 called Adventhealth Orlando 4073030500 option 5 on 7/6/22 at 2:37pm and spoke to Gigi. I was calling regarding my son's account and was informed that she could not speak to me because I was not listed as a gaurantor on the account. This means that according to Adventhealth, I am allowed to call/make appointments/take my son to Adventhealth, yet I'm not allowed to speak to billing about his account. When I called on 4/27/22 at 4:19pm, I was able to speak to a man about my son's account, but not on 7/6/2022. Gigi told me that my son's father is the gaurantor on my son's account and that he needs to call Adventhealth in order to add me as a gaurantor, which is never going to happen. Looks like I'll never be able to use Adventhealth again even though I'm the one who has taken my son for services, the insurance is under my name, the account is under my address, etc. What a negligent and ignorant policy. Oh, and I was not able to speak to a manager because the operator works remotely and that "They will just tell you the same thing I told you." Insane.

  Business Response

  Date: 09/13/2022

  Business Response /* (1000, 12, 2022/08/03) */ 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 Consumer Support Center at Phone: 407-303-0500, Toll Free: 1-800-952-5462 or email address [email protected] Consumer Response /* (3000, 19, 2022/08/22) */ I do not accept this resolution. It is a blanket response that does not acknowledge the issue. Business Response /* (4000, 21, 2022/08/24) */ Mrs. ***** We apologize for any inconvenience you experienced while at our facility. With the information provided in this complaint we are unable to locate your child's account/encounter to update the information. Can you please contact our Consumer Support Center at Phone: 407-303-0500, Toll Free: 1-800-952-5462 or email address [email protected] and provide your child's name date of birth encounter number and we can gladly research and update you as the guarantor.

• Initial Complaint

  Date:06/06/2022

  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.

  On 3/11/2022, I received a bill dated 12/29/2021 for $100 for a service that I didn't receive. It was for PREPJ& ALLERGEN IMMUNOTHERAPY 1/MLT ANTIGEN (*****). Then I received another bill dated 12/30/2021 for $100 for 2 counts of PREPJ& ALLERGEN IMMUNOTHERAPY 1/MLT ANTIGEN (*****). Also a bill dated 1/3/2022 for $900 for PREPJ& ALLERGEN IMMUNOTHERAPY 1/MLT ANTIGEN (*****). I did not receive any of the services that I was charged for. I paid the $1,100 because there was a balance in my account and if I didn't they would of sent it to the debt collection agencies. The allergy provider that Advent Health was using at the clinic at the time apparently apparently disappeared and stopped coming to the clinic. My doctor's office hasn't heard anything from the allergy provider since they left. I called the billing department and they told me they created a case. This was during the last week of April. I called the billing department and they told me it would take 4-6 weeks to "investigate". Now, its been almost a month and still haven't heard anything from the billing department. I had an appointment on 5/31 and was trying to the copayment for my visit. That's when it said that I owed them a total of $1,000. Like I stated earlier I paid the $1,100 because I did not want it being reporting to the debt agencies. This all started on 12/13/2021, when I went to get allergy testing done. It was billed as PERCUTANEOUS TESTS W/ALLERGENIC EXTRACTS (*****) for $303.45. This service I received, paid, and is not in dispute. After the allergy test was done, the provider which was Allergy FreeLA that Advent uses at that clinic, suggested that I get the immunotherapy treatment since my allergies are severe. The provider told me that it would most likely be after the new year. Then 2022 comes and for the whole month of January, they didn't call me to schedule an appointment for the injections. Same thing for February, no phone calls, nothing.

  Business Response

  Date: 08/11/2022

  Business Response /* (1000, 5, 2022/06/08) */ 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. At this time we are unable to locate the patient with the information provided. Can the patient please provide some additional information so that we locate the account in question. An Account number, copy of the bill, date of birth, statement number, etc. Thank you Consumer Response /* (3000, 7, 2022/06/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) Patient's date of birth is 10/27/1999. The account number is *************. I have attached a copy of one of the bills. I called on Monday 6/6/2022 and they said the since 4/4/2022, the charges have been under a coding review. It does not take 2 months to resolve a coding issue for a service that was never provided. To remind you, I paid the 1,1000 that you sent me a bill for. If I waited any longer it would of been sent to the debt collection agencies. Even though I did not receive any of the services that I was charged for. When I tried to pay for an visit with my primary at*******************************, it said I had a balance from 01/03/2022 for $900 and a balance from 12/29/2021 for $100. It shouldn't be anything new, since multiple patients at the clinic that received allergy treatments from ALLERGYFREELA that Advent used were effected. You can call the clinic at 813-533-7978 and speak to them in regards to this. Business Response /* (1000, 13, 2022/06/28) */ Ms. ***, We are very sorry to hear about your experience with AH Allergy Free. We want you to know we that we take these matters very serious and did an investigate on this issue. Since then our Practice Manager has reached out to you and appears to have resolved this matter. If there are any other issues or concerns please contact our office at 813-533-7978. We would be happy to assist you in anyway. thank you for allowing us the opportunity to review this concern. Consumer Response /* (3000, 15, 2022/06/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) No one has reached out to me regarding this issue. I just reached out to the physician's office at 813-533-7978 and they said they have no information in regards to Allergy free LA and they told me they went out of business. Your practice manager has not reached out to me and this matter is not resolved. It has been over 3 months now and its beyond ridiculous. If I didn't receive the services and the physician's office admitted that Allergy Free LA went out of business, what's taking Advent Health so long to send me the refund check. I called my physician's office and they said that they couldn't do anything about it. Advent is the one who billed me for the services that I didn't receive and because of them I have to delay my allergy treatment. If I don't receive an acceptable response I will be handing this over to a lawyer because its beyond ridiculous. Business Response /* (4000, 20, 2022/07/12) */ Ms. *** was contacted and advised to pick up her serum to take to another allergist, which she did on 6/24/22. I spoke with her on 7/12/22 and explained to her that the bills dated for 12/29/21, 12/30/21 and 1/3/22 were for her serum, not injections. She stated that she understood and I told her to please reach out to me if she has any further questions.

• Initial Complaint

  Date:06/06/2022

  Type:Product 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 April 6, 2022 AdventHealth Imaging in Lake Mary, Florida, provided a service to me for which I paid $389.06 that day. My medical insurance company covered the entire service and issued a check to AdventHealth which was cashed on April 14, 2022 by AdventHealth. My insurance company confirmed this with me and AdventHealth also confirmed this. Since April 14, I have made countless phone calls to AdventHealth attempting to receive a refund of my payment. Finally, on May 27, 2022, I spoke with Shatoya from AdventHealth who worked diligently to resolve my issue. She discovered that my payment of $389.06 was posted to one account and the services that I received was posted to a different account. She then assigned a case number ******* and told me that it was put in for review and I would receive the refund to my original form of payment, my credit card, within 7 business days. I called to check on the status of my claim today and a representative, Maria, advised me that nothing had been done with this claim and escalated the call to a supervisor, who also said she could not help me except to let me know that all the notes were in the file and it was still up for review. I asked to speak with upper management and was told that it was not possible but that a request would be put in for me to receive a phone call (I was given an Alert #*******). I am not confident that I will ever receive the promised phone call or the credit I am deserving of, given the countless hours I have spent speaking with customer service representatives and supervisors getting no where. I am hopeful that you can assist with this, as I am quite frustrated and not sure what else to do. I am extremely disappointed with AdventHealth.

  Business Response

  Date: 07/08/2022

  Business Response /* (1000, 5, 2022/06/09) */ Thank you for your letter regarding the complaint submitted to your organization by ***********. **************, LLC provided medical billing management services on behalf of AdventHealth Imaging. As such, I am responding to your inquiry on their behalf. It is our mutual goal to provide accurate and timely billing services in a satisfying manner to the patients of AdventHealth Imaging. Our review of the patient's account has resulted in these findings: A refund check for $389.06 was mailed to the patient on 6/9/22. We regret for the inconvenience this has caused ***********. At this time, we request you close this complaint as we have resolved it in a satisfactory manner.

• Initial Complaint

  Date:06/02/2022

  Type:Billing Issues
  Status:

  UnresolvedMore 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.

  Advent Health is charging me $2535,61 extra for a medical bill that has already been settled. I was treated on 10/16/2021. I've paid $1221,54 out of pocket out of a total cost of $2107,70. My insurance covered the rest. I did not receive yet an itemized bill with the information of what this bill refers to. The bill only has this amount without ANY explanation of what it refers to, nor a detailed explanation of what the insurance has not agreed to pay for. As the total amount charged was $2107 and I already paid $1221, they cannot charge me $2535 7 months after I received services. I don't owe anything and I would like to have a written confirmation that this was a mistake.

  Business Response

  Date: 07/27/2022

  Business Response /* (1000, 5, 2022/06/09) */ AdventHealth is currently reviewing the Consumer concern. 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. Consumer Response /* (3000, 12, 2022/06/22) */ There was no contact from Advent Health whatsoever regarding this complaint. I am still waiting to hear from them. This case should not be closed as it's not yet resolved.

• Initial Complaint

  Date:06/01/2022

  Type:Customer Service 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 daughter had an issue with behavior. I ask the Center for child Development help me with my daughter. They sent me to a pediatrician. First off they said it would be someone that who could help but did not disclose it was a pediatrician. We already have a pediatrician. We went to drs appointment n didn't know we were seeing a pediatrician until after we got there. Side note we usually see a dr from competing hospital Orlando health. This complaint is with Advent Health. During our visit with Dr V*** Winter Garden location we went over what was going on with out daughter. Dr V*** listened then gave 3 possibilities n left up to us which one we wanted to do. 1- see a psychiatrist- she said this dr was new but had lots of openings. I felt pushed into seeing this new dr. 2- get Counciling We chose Counciling n had our daughter to a Councilor many times. Daughter also takes ADHD meds so she needs to see Center for Child Behavioral. When I contacted them they said Dr V*** said My daughter had to see the psychiatrist. I said no that's not the case that's not what happened at all. They said they don't care she needs to see this other dr? The one who is new n needs patience. Some time past n daughter needed to pediatrician for shot n I told her what happened she seemed unconcerned n didn't do anything g about her error in what she recommended to do. We left more time past almost 6 months. No issues with my child Called to get appointment for meds n yet again they would not see her. I ask to speak with providers - no calls at all. I called pediatrician n manager called n said she needs to see psychiatrist. I feel like this is a manipulation for this new dr. I'm the parent n seem to have no say. My child had been a patient over 10 years with no issues. I think they are trying to get more money out insurances or something is wrong with how they do business n won't speak to you.

• Initial Complaint

  Date:05/13/2022

  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 currently disputing a bill that was not paid by my insurance company. The issue was caused because neither the provider nor my insurance company informed me that the provider was leaving my plan's network. I had an urgent visit that was requested by your provider. I already contacted AdventHealth and let them know this. I was told they would note this on my account. I also attempted to inform them by email, but they never responded. Now they are sending me messages saying the bill is overdue. I need time to work this out with my insurance company. Again, this is an issue that was caused by your provider's lack of communication. I also cannot update my address on AdventHealth portal. I have informed your support, but they have either provided useless information or ignored the request.

  Business Response

  Date: 06/16/2022

  Business Response /* (1000, 5, 2022/05/18) */ Advent Health is in the process of resolving this issue with the consumer. We've emailed the consumer to gather additional details in order to further investigate this matter. 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.

• Initial Complaint

  Date:05/11/2022

  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 the heart of Florida emergency room as 28 year old. I had bad stomach pains, I was told the only treatment testing would be xrays and MRI, and ultrasound. This is Not how you diagnose a bacterial infection of the digestive system. I had no samples or cultures taken at any time I was there all three or four times. I was sick and had headaches and frantic and a little delirious. I needed a mood stabilizer but they told me they can't do that for me. I might have needed an endoscopy but they told me even if I was bleeding anywhere from important ends, they would not be able to help me. That is disturbing to me. The doctors there told me that they would love to help but the hospital will not allow it. I have since been treated and no longer need moodstabilizers but it was a situation that only needed antibiotics.