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

  PO Box 538800 Orlando, FL 32853-8800

• 

  AdventHealth

  601 E Altamonte Dr Altamonte Springs, FL 32701-4802

• 

  AdventHealth

  900 Winderley Pl Ste 2100 Maitland, FL 32751-4191

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:02/26/2024

  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.

  Entering this hospital is like stepping into a parallel universe where medical degrees are apparently optional and good enough is the new standard of care. If youre sporting premium health insurance, you might just luck out and receive what passes for better treatment here, which is a bit like saying youve won an extra ration of bread in the dungeonits more than nothing, but hardly a feast. The concept that anyone could be discharged in what they boldly claim to be a recovered state would be laughable if it werent so tragically inept. Brace yourself for a healthcare experience where take two aspirin and call me in the morning seems like sage advice. My tip? Dont leave until youre actually better or at least until you can escape under your own power. And if the care youre getting feels like it was designed by a committee of clowns, its time to raise h*** Remember, in their eyes, youre just another ticket to be punched, so make sure they earn it.

  Business Response

  Date: 03/21/2024

  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.

• Initial Complaint

  Date:02/14/2024

  Type:Service or Repair 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.

  I am 72 years old. I hurt my back pushing something. On Sept 11th I went to one of Advent ******* outpatient locations. They took some x rays and then suggested that I go to the ** at Advent Health's Hospital in *******************, Florida. The ** had a report from their clinic about my back pain and again I explained the situation to the medical staff in the **(I hurt my back pushing something heavy.). I was admitted to the hospital shortly after I arrived and WAS IN A HOSPITAL ROOM from Sept ***** because I hurt my back. When receiving the bills after my release I noticed all of the services were labeled as OUTPATIENT. I have CIGNA as private insurance(I am still working full time) and I am 72 so I also have ******** PART A too. I recently received an answer on why all my bills were marked OUTPATIENT instead of INPATIENT. I was told the I was admitted to the hospital for 4 days as OBS**VATION instead of INPATIENT so that is why ******** PART A won't cover my Bill. I am a Senior Citizen I am outraged, I was not notified of any of this while I was in the hospital and I was not notified of the financial impact this would have on me. I am now stuck with a bill of over $2,200 just because these bandits want to make sure they code to get the most money. I DO KNOW THIS. IF I HAD GONE IN TO THE HOSPITAL WITH ONLY ******** PART A AS MY INSURANCE I WOULDHAVE BEEN CODED AS INPATIENT INSTEAD OF OBS**VATION. Also I have a complaint about my treatment. I went to seek medical attention because I hurt my back. I have had heart problems in the past and I see a specialist for that issue. But yet when I was admitted I was being treated like it was a heart issue. After I was in the hospital for a few days a doctor made a room visit and asked me to explain my pain, etc. I started to explain I had back pain and how I hurt my back and he cut me off. He said he was a heart specialist and walked out. I was charged of course I am not going to pay a ***** until this is resolved

  Business Response

  Date: 03/21/2024

  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 Answer

  Date: 03/31/2024

  My compliant was and is I went to receive medical attention because I hurt my pain pushing a heavy object.  I was extremely clear in providing details about my severe, acute back pain. I was admitted to the hospital and they spent the entire time running tests on my heart because I had high blood pressure when I came in, if someone is in severe pain and stressed out their blood pressure goes up.  So I received next to nothing as far as my back pain, then I was released after several days.  No medications at all, at home I used ice packs, a heating pad and ibuprofen until I felt better.  I was told after the fact that admitted me for 'Observation" instead of "In Patient" because they weren't sure about my high blood pressure.  I was not there because I was complaining about any high blood pressure issues, I WAS THERE BECAUSE I HAD ACUTE BACK PAIN.  They never informed me the financial impact on me if they admitted for "observation" instead of "inpatient".  They do things like that because it means more money for them.  Horrible way to do business.

  Customer Answer

  Date: 04/02/2024

   
  Complaint: 21291972
  
  I am rejecting this response because:

  Consumer

  Most Recent Message

  Date Sent: 3/31/2024 8:24:43 PM
  My compliant was and is I went to receive medical attention because I hurt my pain pushing a heavy object.  I was extremely clear in providing details about my severe, acute back pain. I was admitted to the hospital and they spent the entire time running tests on my heart because I had high blood pressure when I came in, if someone is in severe pain and stressed out their blood pressure goes up.  So I received next to nothing as far as my back pain, then I was released after several days.  No medications at all, at home I used ice packs, a heating pad and ibuprofen until I felt better.  I was told after the fact that admitted me for 'Observation" instead of "In Patient" because they weren't sure about my high blood pressure.  I was not there because I was complaining about any high blood pressure issues, I WAS THERE BECAUSE I HAD ACUTE BACK PAIN.  They never informed me the financial impact on me if they admitted for "observation" instead of "inpatient".  They do things like that because it means more money for them.  Horrible way to do business.

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

• Initial Complaint

  Date:02/01/2024

  Type:Order 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.

  On 08/03/2023, I went in for an appointment at the Advent Health ********, FL location. I specifically went in to get a Pap smear and biopsy at the request of my primary care physician. The gynecologist advised me that a better alternative would be to have a hysteroscopy done at the Altamonte hospital which would involve anesthesia. After listening to her explanation and pondering over it I decided that I would go that route. I was told the out-of-pocket cost would be $698.34 which I paid using my HSA Card. I had the procedure done on 08/07/2024. Only to learn to my dismay that she did not get enough Endometrial curettings for the lab to do the biopsy. The total bill was $28,094.99, my Insurance paid $27,061.09 for this procedure that yielded no result and I paid $698.34. That would leave a balance of $335.56. Now they are telling me I owe them $688.69. I requested several times a statement to show where my payment went and they have not been able to provide it, only to say it was applied elsewhere and only $345.21 was applied towards the hysteroscopy procedure, which left me sick for a few weeks and yielded no result. I had to go back to the same gynecologist, who could only apologize and say she did not know why she did not get enough cutterings. She recommended that I do it there in the office without anesthesia, I did the pap smear at the same time, exactly what she should have done the 1st time I went there, for less money, less stress and without all the side effects I experienced after doing an unnecessary hysteroscopy which yielded no result. This whole experience has been very frustrating and now to tell me that I owe money after all the inconvenience they put me through and after paying what they told me was going towards the procedure. I asked one of the representatives to put the amount on hold while I wait for the proof of how they applied my payment she said she could not. My payment should be applied towards the hysteroscopy as I was told.

  Business Response

  Date: 02/07/2024

  We have forwarded your concerns to our **************** to review your concerns. 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 Answer

  Date: 02/14/2024

   
  Complaint: 21235458
  
  I am rejecting this response because:

  Consumer

  Most Recent Message

  Date Sent: 2/11/2024 9:25:04 PM
  

  Thank you for your assistance. To date I have not heard anything from Advent Health regarding this issue, but on 02/09/2024 I received a message that they will be sending me to collections. Very disappointed that they want to send me to collections but still cannot provide proof where my entire $698.34 payment went. As I indicated, they got paid by my insurance company over $ 27K plus my $698.34 payment. They indicated only $345.21 out of my $698.34 was applied towards the Surgery at AdventHealth Altamonte Springs Operating Room on 08/07/2023 and all I need to know is where the balance of my copayment went for a $28K "botched surgery" that I had to redo. I always pay my bills timely. I work very hard and the last thing I want is to ruin my credit for something that can be resolved by simply providing a statement to show where my payment went. I have been asking since 2023. It really is sad that I wasted my valuable time on this matter. Not to mention time wasted to do an unnecessary procedure. I felt that I was taken advantage of and all I get was I am sorry, not sure what happened. ****** learned, I will try my best to never use AdventHealth again for anything, by Gods mercy. From speaking with friends and family about my experience they have also advised they have had bad experiences at Adventhealth and some vowed not to use them again.  It is very unfair practices on their behalf, and I will not let this end here. As an individual, it seems the only option we have when dealing with large corporations is to seek legal counsel.                                                                                                                                                                      

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

• Initial Complaint

  Date:01/29/2024

  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.

  My husband has been going to Advent Health Primary Plus Apopka for going on a year now. We have been dealing with NOTHING BUT PROBLEMS! I was hoping things would sort out, but they haven't and not my husbands health is at risk. I have been asking to speak to someone about compliance, I have been given a number and had to lave multiple messages without a call back. I have spoken to the office manager about the concerns, and issues and I have been told they are working on staffing and things will improve. They HAVE NOT! My husband is scared and I am unable to get him the help he needs through his provider! This office has drawn blood from him and lost it, they have brought him in to review test results and lost them and couldn't review them that day, they have ordered labs and not entered them into the system, so when we show up at the lab place they are unable to draw them. They make us run around in circles and waste our time. Now my husband is facing an issue that is very scary to him and although his results are in his chart, and abnormal, they have not called us about them. I scheduled an apt today so he can try to get some answers about the tests, but was unable to get blood work done, again, because the labs were not in the quest system. The office originally said they could draw the blood there, but late told us they only do it on certain days. I cannot get anyone from Advent Health to call me back about this horrible office. I need something done. I cannot get him into another office fast enough to take care of his current problem!

  Business Response

  Date: 02/07/2024

  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 Answer

  Date: 02/07/2024

   
  Complaint: 21213665
  
  I am rejecting this response because:

  Telling me it was sent to the appropriate department does not help. I need to speak to someone regarding the issues at hand. This response is just another way of pushing me off. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 02/13/2024

  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.

• Initial Complaint

  Date:01/23/2024

  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.

  Adventhealth no longer settles debt, when I received a bill for an amount over the out-of-pocket *** for my insurance I resubmitted it to the company with a dispute form per policy, and was told that it was received and would be processed and to check back in about 4 weeks to see if it was resolved. I received a bill in the mail for substantially less, and called to pay over the phone, and was told that my bill had been sent to collections already, while still within the window of the dispute. The operators at the billing department also refuse to let anyone escalate their complaints or speak with a manager.

  Business Response

  Date: 02/02/2024

  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. 

  Business Response

  Date: 02/05/2024

  The patient complaint was that we do not have settlement reduction offers which is correct. His ED **** was coded and ****ed correctly with his insurance company leaving him a patient responsibility of $2,952.59. If a claim is ****ed correctly, we do not re**** their insurance. His call was escalated to a supervisor who did offer him a settlement offer discount of 20% to which he accepted. 
  His account is a zero balance, and we consider this complaint resolved. 

• Initial Complaint

  Date:01/17/2024

  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 went in for a consultation on July 10th. It was for the doctor to provide options for treatment. I was told to pay up front since I didnt have insurance. All I did was talk to the doctor about my options for treatment, nothing else was done on my visit and now Im getting a bill for $411 which Im responsible for after deductions. I cannot believe that for a simple consult Im being charged $1800. Thats outrageous and I was supposed to go back for a follow up - I decided to go else where and they did a better job at looking at my foot and it cost me the office visit only. I cannot believe that they would not tell their patients how much they will eventually charge for a visit.

  Business Response

  Date: 01/18/2024

  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.

• Initial Complaint

  Date:01/14/2024

  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.

  Advent Health ************ as well as the Office of ******************************* has been unprofessional and unethical to say at least. We have been dealing with bill since March 2023 and by June 2023 despite numerous calls with the billing **** assuring us DX codes will be reviewed and placed on hold, the bill has been send to collections incorrectly. Advent Health remedied the mistake by retrieving the bill from the collection agency in fall 2023. This process took us numerous hours to deal with THEIR mistake. In Winter 2023, we have been advised by our insurance as well as AdventHealth billing **** to reach out to the physician's office. We have made at least 10 phone calls as well as sent emails at no prevail. The office managers refuse to answer our emails or phone calls. Ignoring a patient's questions is NOT the way to conduct business. I have proof of phone logs and emails.

  Business Response

  Date: 01/18/2024

  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 have reached out to the consumer by the email provided for additional information so that we address any and all concerns about this visit.

• Initial Complaint

  Date:01/11/2024

  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.

  On November 17 of 2023 I went to this location for an MRI. I was told by another advent health location it would be 390$. When I went in on the 17th I paid this at the front desk and was sent to the waiting room and later had the mri done. At no point did anyone inform me that there was also a separate charge for the results that I would later be billed for. Having to pay for the mri and then the results as a separate charge implies that I am able to have an mri done and opt out of getting results. It makes no sense. I got no phone call, no email, and again no one told me at any of the advent locations that this was the case. I have the results in my account but I have not had any one explain what they mean to me.

  Business Response

  Date: 01/16/2024

  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.

   

• Initial Complaint

  Date:01/05/2024

  Type:Sales and Advertising 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 12/07/2023 I went to Lake *********************** from ******* I had Tonsillitis. They charged me $498 out of pocket to be seen and $10 for an antibiotic. The provider had my medication list from back home, that I stated I took Lisinopril and Amlodipine. ******************** still proceeded to prescribe me Bactrim, when Bactrim interacts with my medications. I didnt find this out until the next day when I had a video call with my PCP back in ******** when I was advised to stop taking the Bactrim due to the interaction. She said Bactrim and my blood pressure medicine cause rising potassium levels which have led to sudden death in people. She put me on another antibiotic at that time. I initially payed over $500 for absolutely nothing. The doctor prescribed me a dangerous medication given my health history. When I got home I called the *********** to try and dispute the full amount. They told me I had to dispute it with *****************. During my conversation with billing it came to my attention that they overcharged me by $176 to begin with. This makes sense, given they quoted someone else who came in while I was there $100 more than me out of pocket. Very shady practices. I informed Billing I wanted the full amount I spent refunded. They only refunded me the $176 thus far. I want the remaining $332 back, given the doctor prescribed me a medication that potentially could have harmed me, even after having my medications list.

  Business Response

  Date: 01/11/2024

  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.

  Customer Answer

  Date: 01/16/2024

   
  Complaint: 21101267
  
  I am rejecting this response because:

  this company wants me to go out of my way and provide some random person at their company my medical records, so they can decide if I should be refunded. Their doctor already has the list of medication Im on. They can ****** the medication that their doctor prescribed me and see that the interaction with the blood pressure medication Im on can lead to death. Ive attached the info for them.

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

  Business Response

  Date: 02/07/2024

  Per patient, he is declining to provide required information. At times it is necessary for patient to assist in our review by providing necessary information. Without the requested information we are unable to complete a review and appropriately assist the patient. 

  Business Response

  Date: 02/07/2024

  Business

  Most Recent Message

  Date Sent: 2/7/2024 12:19:39 PM
  Per patient, he is declining to provide required information. At times it is necessary for patient to assist in our review by providing necessary information. Without the requested information we are unable to complete a review and appropriately assist the patient. 

• Initial Complaint

  Date:01/02/2024

  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 have been trying for two months to get the medication I need as a type one diabetic. I have called multiple times over the last few weeks trying desperately to get a prescription for my dexcom and the yearly prior authorization needed sent to my Amazon pharmacy. I was told by Advent staff that I would need to book an appointment and that they would send it over in Sept. in Dec. I called multiple times and your ************* me it would be sent over. I just called this morning and was told by your staff it wouldn't be sent over. When I asked why and to speak to a manager or the doctor I was put on hold for over 15 minutes then hung up on. I called again to be placed on hold then spoke to ******** who advised me that there needed to be notes sent with the prescription and they are unable to provide them to me until after they see me. She said I wont be able to get my dexcom until the appointment in May. They are creating a medical emergency for me and are offering no solution all. It is very hard to get a new endocrinologist in central Florida.

  Business Response

  Date: 01/11/2024

  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.