ComplaintsforAdventHealth Tampa

• Initial Complaint

  04/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I just received a letter in the mail saying AdventHealth Tampa will not waive my sons ** bill because he received appropriate care. My son was born on 10/13/2023. He had jaundice and was ****** positive. The day after he was discharged our Pediatrician did bloodwork and determined his Bilirubin level was 17. We were sent to the ** that evening. AdventHealth Tampa ** checked his blood level and said it was 15.9. They sent us home. The next day we went back to the pediatrician bloodwork was done, and his level was now at 19.5. We were told to go back to **. This time we went to ****************** and by the time we got there, his bilirubin was at 20.2. He was out under a bilirubin light and his levels dramatically dropped. It is CLEAR based on actual documentation that Adventhealths test was WRONG. ********* doesnt just fall and then go back up. When it starts to fall, it continues to fall. My pediatrician confirmed this. So, the fact that his was higher the next day following AdventHealth Tampa, it proves their test was faulty. If we hadnt gotten him back to the E.R who knows what could have happened and it is documented high levels of bilirubin can eventually lead to BRAIN DAMAGE. They still want to charge us for an ** visit where they got my sons diagnosis wrong. The customer service here is absolutely backwards. Its extremely disrespectful and disappointing they want to charge us and arent willing to DO RIGHT by their customer and waive the bill. Its not fair to charge a hardworking family for TWO ** visits when clearly one of them was a complete waste of time and inaccurate. I plan on seeking legal help with this matter unless they drop these charges.

  Business response

  04/29/2024

  Thank you for sharing this complaint on behalf of our patient.  Patient satisfaction is our number one priority and we aim to resolve this matter in a manner that demonstrates our pledge to this commitment.  We will work directly with the patient regarding the concerns.

  Customer response

  05/03/2024

   
  Complaint: 21614198
  
  I am rejecting this response because: I received a second response letter. Why is it that when you review, and offer explanations as to why you arent approving the grievance, you dont actually talk to me? It says bilirubin levels can fluctuate with breastfeeding. I wasnt breastfeeding yet. My milk hadnt come in. I was attempting to pump and get colostrum. We were feeding our child formula every two hours on the dot. That was advice from our pediatrician the moment we were told his levels were high. In the letter it says another reason is how the lab was drawn.  You all **** the lab. Um?

  AdventHealth should be ashamed. You already collected on the insurance money. The least you could do is not make a hard working family pay two ER bills. We are not made of money. We live paycheck to paycheck. The service we received amounted to absolutely nothing but a wrong diagnosis that put our son in danger. 
  

  Whats worse is the first time AdventHealth Tampa denied my grievance, they hadnt even looked at the documentation I provided that proved he needed to be under that bilirubin light. Yet they claimed they had. It wasnt until I called the corporate office that the woman from the Tampa office called back to get it from me, only to turn around and double down on the denial. Why is that? This is terrible customer service.  

   

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

  Business response

  05/08/2024

  Communication has been completed directly with guarantor. 

• Initial Complaint

  03/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 1, 2024 I came into Advent Health emergency in Tampa on ********. I was taking in the back so they could take my vitals and then they put me in a room and they **** my blood. I was there because my legs and my ankles and my feet were very swollen and I was retaining fluid and I was limping and I couldnt stand. After the bloodwork was completed and the bloodwork checked out OK. He told me he was going to discharge me just like that. I said sir obviously something is wrong look at how swollen I am. Can you get the fluid off or run some other test? He said no Im going to discharge you I said, I dont feel comfortable being discharged in the same condition that I came in, you havent did anything for me and I have the same problem there were no x-rays no nothing and I said well I need to see another doctor can I see another doctor please he said no youre not allowed to see another doctor Im discharging you thats not necessary he was very nasty and very rude. He could care less one way or another like I said at the same way I came in to the hospital. I left out the same way with the excessive swelling and the ankles and legs swollen. Before I received my blood work back, I asked the nurse ********* for something for a headache, or to help the throbbing in my legs. Her response to me was, dont you have medication in your purse we charge for medication those were her words to me and I couldnt believe it, who says that to a patient . After ******************************* told me no, you cant see another doctor. They rushed me out of the hospital, so I proceeded to get on the phone to try to reach someone in the hospital. I was able to reach another head nurse, and his name was *************************. He came in and spoke to me And I asked him about another doctor and he said no its too late you cant see another doctor. The doctor has already discharged you. I said to him sir look at my legs look at my ankles I have not been treated youre going to send me home like this yeah theres nothing else we can do Talk to your primary physician. Then he said well if you like, you can go back to the admissions and start the process all over perhaps, You can see another doctor that way. This was unbelievable to me again I came in the hospital through emergency left out through emergency in the same condition. Nothing was given to me. I just felt like if theyre treating patients this way this is very awful and very bad that they shouldnt even be allowed to practice medicine. The ******* ********* ******************* was so rude and nasty, and I will never ever forget how I was treated at this hospital.

  Business response

  03/06/2024

  Thank you for sharing this complaint on behalf of our patient.  Patient satisfaction is our number one priority, and we aim to resolve this matter in a manner that demonstrates our pledge to this commitment.  We will work directly with the patient regarding their concerns.

• Initial Complaint

  02/15/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  To whom it may concern,I have set up automatic monthly payments ($92.5 a month for 36 months) for the service I have received from 12/13 to 12/15. This payment includes a $769.30 bill (account #: **************. However, ********************** sent this bill to NACS, a collection company, after setting up the automatic payments, dating January 15, ****. So, I paid off it on 1/18/**** (account #: **************, I want to get a refund for this double payment as soon as possible.Please let me know if you need any information from me.Best regards,********

  Business response

  02/15/2024

  Patient not seen at this facility, please ensure directed correctly. 

  Customer response

  02/15/2024

  Dear *************************************,
  
  I have received the health care service from AdventHealth *****, located at *****************************************************************. The phone number is ************.

  
  The contact information on the billing statement is
  Name: AdventHealth Customer Service
  Billing Address: **********************, P.O. BOX ******, *******, ** **********
  Phone Number: ************
  Guarantor #: 15418624

  
  Please feel free to reach me if you need any information.

  
  Best regards,
  
  Jongphil

  Business response

  02/19/2024

  Patient not seen at Advent Health Connerton, account referred by patient is an Advent ******************** account. Please ensure complaint is provided to correct entity. 

  Business response

  04/02/2024

  Uable to assist, account provided is for Advent ********************* not facility. 

  Customer response

  04/05/2024

   
  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

  10/19/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I had appointments scheduled with ********************************* through the ******************* Services. I live in south Tampa and called the scheduling office for ******************* to see if I could schedule the appointment for the location at ******** Ave instead. I was given the general scheduling number to call. I then called the scheduler for Advent Health. The scheduler stated I could move my appointment and found availability to move the appointment to the ****** Location in Tampa. Once my appointments were moved, several of the appointments were canceled due to Hurricane ******. I had been scheduled for an appointment for October 17 2023 since the end of September. On October 16, 2023 I received a text confirming my appointment at 3 PM in October 17,2023.I arrived for my appointment at 2:30 PM. the registration desk said I did not have an appointment. the appointment was canceled on Oct 16 as a no show. The appointment was Oct 17. Someone canceled my appointment without notice on October 16th. Obviously there was an Error made by the person that canceled my appointment, the scheduler who cancelled my appointment stated it was my fault that my appointment for October 17th was marked as a no show since I rescheduled my appointment in September. Afterwords the clerk came out for registration and stated the scheduler said it was canceled since the order was for *******************. I have already done 4 x rays from orders that were from VES that said *************. The person who canceled it is picking and choosing the answer that suits them and not what is correct. The worst part is that the incompetent clerk doubled down and said it was my fault. That since I rescheduled an appointment in September, was the reason that my appointment was canceled in October. I now run the risk of my case being denied or delayed due by the VA. It is unsatisfactory and wasted $200 of my money. I filed a complaint with the hospital and have not received a response.

  Business response

  11/01/2023

  Patient will need to contact VA regarding cancellation. 

  Customer response

  11/04/2023

   
  Complaint: 20744202
  
  I am rejecting this response because:
  
  the company has not responded to this complaint or direct message to their complaint department.

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

  Business response

  11/13/2023

  Thank you for sharing this complaint on behalf of our patient.  Patient satisfaction is our number one priority and we aim to resolve this matter in a manner that demonstrates our pledge to this commitment.  We will work directly with the patient regarding the concerns. Voice mail left on 10/23 and contact 11/13.

• Initial Complaint

  08/17/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Back in June I filed a complaint that a bill that was written off was sent to collections. Again today I received a letter and a threatening phone call demanding payment.I was told in June, that no such bill was turned over. Yet.. here one is. This is damaging my credit. I wish to have this bill removed.

  Business response

  08/21/2023

  Unable to locate information provided by consumer. 

  Customer response

  08/22/2023

   
  Complaint: 20484792
  
  I am rejecting this response because:

  I literally sent them the paperwork from the collection agency. It even has the account number on it. The fact that they won't even try shows how bad this is. They won't even write back a complete sentence. It's horrible how they treat people. 

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

  Business response

  08/25/2023

  Please provide detail on who provided adjustment as indicated. Unable to locate information being provided of no responsibility or adjustment approval as indicated. 

  Customer response

  08/25/2023

   
  Complaint: 20484792
  
  I am rejecting this response because:

  Seriously? I have literally attached the bill from. The collections agency that states the hospital name as the one who placed it in collections. I have requested them to call me countless times, I have emailed them and still... nothing. 
  
  Sincerely,
  
  ***********************

  Business response

  08/31/2023

  Facility needs clarification of who advised not subject to any responsibility as this is not information provided. 

  Customer response

  09/01/2023

   
  Complaint: 20484792
  
  I am rejecting this response because:

  I do not have a name of the person. I spoke to them in 2018 and was told she was the manager of the billing department. She stated that because I was very ill and was on disability I could not pay the bill. I also was very upset about the fact that a student doctor was the reason I was in the hospital because of her  Now practice.

  The manager was very nice and helped me. Again.. this could go alot easier... IF someone would actually just call me like I have requested a dozen times 

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

  Business response

  09/06/2023

  Contacted physician office and was advised initial procedure was performed at TGH. AdventHealth Tampa in 2018 did not have students performing procedures. 

  Customer response

  09/06/2023

   
  Complaint: 20484792
  
  I am rejecting this response because:

  That.. is not correct. The Doctor has transferred from THG to your hospital where the surgery was done. The bill is FROM YOUR HOSPITAL. I was in such bad condition, I had to be air lifted to YOUR HOSPITAL.

  Again  I do not understand why someone from this HOSPITAL will not call me. This seems like a simple process that can be handled. I'm not trying to fight someone or anything. I understand this is not something fast that can be done but I do believe once someone talks to me they would see the issue. 

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

  Business response

  09/25/2023

  Please contact surgeon office for supporting information. 

  Customer response

  09/25/2023

   
  Complaint: 20484792
  
  I am rejecting this response because:

  Seriously? They refuse to call me or return phone calls. Now... they want me to call the surgeon? Really? Talk about horrible customer service. It's a simple error and just needs to be removed from my credit report. But.. they would rather Argue. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  04/18/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  This complaint is in regards to a billing error. That is being processed at the insurance rate. Instead of the selfpay rate. In the amount of $ ******** I am uninsured and already paid in full at the selfpay rate of $ ****** at the time of service. Which is listed as a prepayment. If this was correct I would not be able to receive service. Which was for a Ultrasound and Mammogram at the ********************************************* in Tampa, **. Not The Main Hospital. Also, I have already paid the separate bill from Envision. For the reading services of my ultrasound and mammogram. I have contacted your billing department and explained to them this error. Since February 20, of this year. And have not got anyware regarding this matter. I have attached to this compliant supporting documentation. That shows my bill, the selfpay rate for a ultrasound and mammogram. That is from Advent Health's price estimation tool. And my paid receipt for these services. Every year, I pay the same amount for these services. And I have to go through the same situation. Of contacting the billing department to correct this problem. This year you have outsourced your billing department to *********. Of which they are not correcting my bill. They are rude and not very helpful. Due to the stress and incompetence of your new billing department. And my age of being 62, I should not have to stress and deal with this. I will never use any Advent Health facilities in the future.

  Business response

  04/18/2023

  Thank you for sharing this complaint on behalf of our patient.  Patient satisfaction is our number one priority, and we aim to resolve this matter in a manner that demonstrates our pledge to this commitment.  We will work directly with the patient regarding the concerns due to HIPAA guidelines.

  Customer response

  04/19/2023

  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. 
  
  I was contacted by the  supervisor at. Advent Health's billing department in Tampa, **.  via telephone yesterday 4/18/2023.
  
  This matter has been resolved. My account balance was adjusted, paid in full, and is now closed settled.
  
  

  Thank You.

*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. ↩