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:01/02/2023

  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.

  The ************************** is incompetent.I have paid all my bills that I received from them. I have sent proof: Picture of checks and the deposit to their *******************I just got 2 bills, this past weekend. one ($40) was from a collection agency and one $180) from Advent Health ******************* Both have been paid.$310 was paid on 9/8/22,(ck #****) which included the 6/16/22, 6/27/22, 7/4/221, & 7/9/22 visit to the Advent Health Facilities.I really upset at this medical company. No complaints with the doctors or service.Thank you

  Business Response

  Date: 01/11/2023

  Contact Name and Title: ***** - Consumer Support
  Contact Phone: ************
  Contact Email: **********************************************************
  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.
  
  We have left a voicemail message, asking consumer to return our call, so that we can assist.
  

• Initial Complaint

  Date:12/21/2022

  Type:Customer Service 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 fell and broke 2 ribs on December 20th, 2022. I was in moderate to severe pain. Anyone who has ever broken a rib knows they are very painful. I was given 800 mg Ibuprofen and sent home. They had little to no effect on my pain. If you are in that kind of pain DO NOT GO THERE. They don't care. You will leave in pain and no way to control it.

  Business Response

  Date: 01/03/2023

  Contact Name and Title: ***** - Consumer Support
  Contact Phone: ************
  Contact Email: [email protected]
  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: 855-241-2455 or email address CFD-***************************************, to provide us with your information so we can address your concerns.
  

  Customer Answer

  Date: 01/13/2023

   
  Complaint: ********
  
  I am rejecting this response because: There answer was not satisfactory. They don’t care about people and I would not go there for any reason.
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  Date:11/26/2022

  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.

  05/13/21- I was not notified prior to the procedure my out of pocket cost. I was on the table prepped for the colonoscopy and their finance person came in asking for payment. I sent them to my mother who was in the waiting room. What was I supposed to do at that point, hope off the table and go home? The first bill received from Advent Health was 01/09/22- I thought this was paid by my insurance company. I contacted Advent Health in January and was told to email them- please see all documentation from my mother and myself concerning this claim. I was told I would hear from them within 30 days and didn't hear from them until April. We have been going back and forth with them since January. They put a hold on my account and then we heard from NACS- never heard back from Advent Health as to a solution. I spoke to NACS and emailed them everything and then on 11/9 I received a letter showing a $0 balance from Advent Health but NACS is looking for the $2655.75- they claim Advent Health shows a $0 balance because it got transferred to them. Please see all documentation. Advent Health should forgive this charge since they did not notify us as required by **** and as promised on their website. We contacted our insurance company after we received the bill and were told that we could have had other less expensive options if we had known the cost prior to the procedure. I hope BBB will help me find a solution to this issue.

  Business Response

  Date: 12/12/2022

  Advent Health is in the process of resolving this issue with the consumer. We've reached out to 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:11/21/2022

  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 at AdventHealth Winter Park with ********************************** on 8/11/22. This procedure is fully covered at 100% under my insurance per both Aetna and my doctor's billing **** and was pre-approved by my insurance. AdventHealth originally processed my surgery with the incorrect code, the hospital's billing discrepancy alone; Aetna will cover the amount remaining 100% once billed properly. AdventHealth refuses to update the *** code to the proper code and stated they did a billing review in August, but told me the name of another doctor I have never heard of in my life so this was incorrect information. I contacted ***** who asked them to re-process with the correct code. AdventHealth processed a second review and told me once again today 11/21 that it was billed properly which, again, is incorrect. I confirmed with my doctor right after also on 11/21 that no one has been in touch with them from the hospital; they also confirmed the amount AdventHealth is trying to bill me ($4,071.75) goes straight to the hospital. My doctor, the person who performed the surgery itself and knows what operation he performed, only billed for $1,148 which they already received. In regard to billing codes, AdventHealth billed it as ***** (sterilization removal of fallopian tubes), and it should be billed as ***** (laparoscopy tubal cautery). AdventHealth is refusing to bill my surgery properly and are taking advantage of me as the patient, assuming I will not look further into this. They are trying to make me pay the hospital $4,071.85 even though Aetna will cover it at 100%. I have uploaded PDF billing documents from my surgeon's office and contacted the hospital multiple times. ***** has also tried to do the same, and yet the hospital refuses to assist and continues to send me bill overdue threats. Many people have recommended I contact WESH News and **************** so I was hoping someone could assist me prior to this action. Thank you.

  Business Response

  Date: 12/05/2022

  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: 12/07/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I absolutely do not accept this response. I would like for the BBB to be continually involved until this is resolved. ***** from AdventHealth relayed via phone on 12/5 that the account was reviewed thrice and the decision was settled; meanwhile, AdventHealth told me via message on the patient portal also on 12/5 that the account is once again under review, so two entirely different responses from the hospital on the same day. ***** also stated that my doctor needs to provide the hospital with proper documentation regarding my surgery, which he already has. My doctor's billing manager confirmed on 12/5 that the hospital has yet to contact ********************************** regarding their post-surgery review, nor requested any additional information from them regarding the surgery. They are trying to blame my doctor for providing them with the wrong billing code, however, my doctor ****** shared the document provided with me and confirmed the billing code has been correct from the start. Not only is the hospital not communicating with my surgeon whatsoever, they are not communicating properly within their own company and relaying varying details directly to me. They also told me twice in the same day that my account was not on payment hold. I asked how this is possible and why I would be financially responsible when my account is under review, to which they revised their statement and said it is on hold. My doctor has reached out directly to the hospital CEO and sent additional documentation to him. He is awaiting an update as their billing director reviews the information to try to determine where the disconnect is because we are all having trouble understanding why they will not bill the surgery properly to my insurance. All this to say once again, I want the BBB to be involved until this is resolved. Thank you kindly.
  See Attachment/File: AH.PNG

  Customer Answer

  Date: 12/21/2022

  My surgeon just contacted me directly and is likewise battling the hospital as they refuse to bill my surgery with the correct CPT code. They are definitely NOT working directly with the patient nor my doctor and are continuing to commit blatant medical billing fraud.

• Initial Complaint

  Date:11/04/2022

  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.

  I had ankle surgery on August 5th, 2022 at Advent Health East. Before I was brought back I was told that my co-pay for the procedures would be $2960 to which I paid and have the receipt and is noted on the Advent patient portal. After talking to Florida Blue the charge should have only been $1836.28 a difference of $1,123.72. I contacted Advent as told that they saw the error and the refund was not issued yet because I had a physical therapy evaluation and once my insurance paid that it would issue the refund in a about a week. That evaluation was done over six weeks ago and I have still not received the refund. Now when you call any of the billing numbers local or toll free for the billing department it just says they are having technical issues and to go online to make payments and hangs up on you. There is not a route were you can talk to a human like before to get an update. I'm looking for help to get Advent to look at this again and issue the refund, we are now going on three months without action. Thank you,

  Business Response

  Date: 01/04/2023

  Business Response /* (1000, 8, 2022/11/29) */ We spoke with patient, advised that any credits are applied to any other balances he has with AdventHealth. Patient understood and requested refund of remaining credit. Refund has been processed in the amount of $916.50. Patient should receive it in 3 to 10 business days, depending on his financial institution.

• Initial Complaint

  Date:11/01/2022

  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.

  Ever since advent health switched from to epic, billing has been a nightmare. I applied for charity was approved for outpatient level in July. My husband in oct of 2021. Prior to this they helped me with all my bills. I have called numerous times & talked to different supervisors. Staff is uneducated on new systems & transfer from person to person. I was told outpatient services where covered. I had a hospital bill for mri & applied for hospital charity & was approved to cover bill. They sent to collections & can't pull it back. I been calling since July because still being billed for services bring told are covered by charity. In September, I was told they no longer cover outpatient visits but still listed on Website as being offered. I called put my account on payment plan. They couldn't do my husband. It would not let save card. Advent health has not been straight forward about what charity covers & very dishonest. I am grateful for all help they gave me past. They should have told me in July that outpatient services are no longer covered. In addition, mri bill on 3/8 of 600 dollars needs to be resolved. It is covered by charity but in collections as bad debt & no one can help me with it. Even though I was told if apply for aid they will not send to collections. It took them from April to July to approve my financial aid. Staff needs to be more educated on using both systems & what's covered or not covered by charity. I could have made different choices not gone to doctor.

  Business Response

  Date: 01/06/2023

  Business Response /* (1000, 9, 2022/12/02) */ I spoke with Ms. ****** and explained her account was approved for charity and then accidentally, we sent her a charity denial letter. I corrected that and approved all her active accounts for charity equaling a 100% write-off. Ms. ****** was satisfied with my response, and I deeply apologized to her. Also gave her my direct phone line if she ever has any additional concerns.

• Initial Complaint

  Date:10/20/2022

  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.

  For DOS 8/29/2022 I was charged $75 copay although I had secondary insurance on file. I contacted AdventHealth's billing department several times with regards to the matter. Last conversation with the Billing Dept, I was told once they received the processed claim from my primary insurance******, showing pt responsibility, they would then send the claim to my secondary insurance, Simply Healthcare. I so happened to check all the claims on file with Simply Healthcare, and noticed the claim for DOS 8/29/2022 was the only claim not submitted. Because I have a secondary insurance that covers any payments not paid by my primary insurance, I should have not paid a copay of $75. The $75 needs to be reimbursed back to me.

  Business Response

  Date: 11/22/2022

  Business Response /* (1000, 5, 2022/10/25) */ We apologize for any inconvenience you experienced with our facility. We appreciate the opportunity to work with you in resolving this issue. We received your concern regarding the invoice you received, however we need additional information to best assist. Please provide a copy of the invoice, your date of birth, encounter # and/or address. We apologize for any inconvenience this has caused. We appreciate your selection of AdventHealth for your healthcare needs. If you have further questions or concerns, please feel free to contact our Consumer Support Center at 407-303-0511 or by email at [email protected]. Thank you for trusting AdventHealth Consumer Response /* (3000, 7, 2022/10/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) My name and address should have been submitted with the BBB complaint. Also, I included attachments of conversations between the Billing Department and I, which includes the***** claim number. I never received an Invoice because I was told I had to pay the $75, which was paid. Please read my initial complaint. Business Response /* (4000, 9, 2022/10/31) */ AdventHealth has reviewed the patient dispute and we are currently working to resolve the patient concerns. Once the review is complete AdventHealth will reach out the patient by written response for resolution.

• Initial Complaint

  Date:10/13/2022

  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.

  My name is*********************** .I have been having billing issues that I have attempted to resolve numerous times. I have made over 10 called to Advent Health regarding billing. I have both Primary and Secondary Insurance. I am receiving billing statements requesting payment that have not been submitted to secondary insurance. Each time I call I get transferred to reps who states they cannot see the account information that I am referring to. I had blood drawn on numerous at Advent Health Labs who accept both my primary and secondary insurance. The access code is ******** and the current balance is 529.04. and 19.88 . I have included the statements. All of these claims should be submitted to secondary insurance which is Sunshine Health Medicaid#************** Thank you.

  Business Response

  Date: 01/06/2023

  Business Response /* (1000, 16, 2022/12/02) */ Contact Name and Title: Lydia, Consumer Support Contact Phone: 407-303-0511 Contact Email: [email protected] We apologize for any inconvenience you experienced. 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 spoken to the consumer and concerns have been resolved.

• Initial Complaint

  Date:10/13/2022

  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.

  Advent Health Appointment system needs improvement. VA arranged for me to get an ultrasound appointment in AUGUST, and it took until OCTOBER to get the appointment.

  Business Response

  Date: 11/21/2022

  Business Response /* (1000, 9, 2022/10/28) */ 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]

• Initial Complaint

  Date:09/27/2022

  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 September 9, 2022, myself and my son**************** presented to the AdventHealth Centra Care in Clermont. My son has an ingrown toenail in his big toe on his right foot that is causing him pain. He also has type 1 diabetes. We called before going and asked if it could be removed and was told yes. We were seen by Rohinie Hereman, APRN who said she would not "touch that with a ten-foot pole" and prescribed antibiotics. No action was taken to remove my son's ingrown toenail. I received a bill for $306.00. I called Patient Financial Services and spoke with Amy who told me I would have to call the center. Nobody picked up at the center after I held for 15 minutes. MRN:********** Guar #:*********