ComplaintsforAveanna Healthcare

• Initial Complaint

  10/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We received an order of supply and due to the costs decided to return them and not use the service or supply at all. Its been almost 4 years of dealing with the incompetence of their billing department. The supply was returned, we were told everything was fine and nothing else was owed. Weve been told this every time we call to tell them we are still receiving bills. I would have no problem paying something if its owed, but we returned the supply and were told nothing is old disregard the bills. I kept calling though as we kept receiving them and still told nothing is owed disregard. I received a bill again randomly months ago and again called aveanna. I called aveanna again and this time I paid the 60$ just so I didnt have to deal with this billing issue with aveanna anymore regardless of whether or not we owe because Im tired of dealing with this. This should have been resolved long ago as promised by aveanna after the first two years of calls. Now its in collections suddenly with another company. I just feel they arent resolving this issue and want to be free of what should be a very simple issue to fix.

  Business response

  10/31/2023

  Aveanna Medical Solutions (AMS) complies with the guidelines set forth by the patients insurance company to submit claims for all delivered medical supplies. When a full or partial return is requested, AMS works with the patients insurance company to reconcile the return in a timely manner. AMS has contacted the caregiver and addressed the grievances provided. The collection balance has been removed from the patients account. The resolution efforts were deemed satisfactory by the caregiver. Aveanna Medical Solutions will continue its efforts to provide timely and accurate services to its patients and their caregivers.

• Initial Complaint

  07/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They do not update my daughters new GI dr and they need a new prescription every 6 months to send out her life saving formula and when I asked for a person to file my complaint with I was refused the person on the line tells me they are going to take of the situation and the last time they were 2 months behind sending my daughter her formula and when you eat by a gastric button it is important to get the right

  Business response

  07/18/2023

  Aveanna Medical Solutions complies with the guidelines set forth by the patients insurance company to submit updated clinical information and prescriptions from the prescribing physician, on a recurring basis, for the continuation of service. AMS has contacted ************** and addressed the grievances provided. An order has been shipped and delivered to the patients home. The resolution efforts were deemed satisfactory by **************. Aveanna Medical Solutions has provided additional contact resources to ************** if assistance is needed in the future. Aveanna Medical Solutions will continue its efforts to provide timely and accurate responses to referral sources, patients, and caregivers.

  Customer response

  07/18/2023

  I have decided to go with another supplier. After so many attempts to get Aveanna to update a new Dr with failed attempts on their part. My daughter who depends on formula to live could not afford anymore mistakes thank you ***********************

  Business response

  07/20/2023

  Aveanna Medical Solutions will assist with coordination for continuation of care, as requested by the caregiver, moving forward.

• Initial Complaint

  05/30/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  We have been using Aveanna Healthcare for their Self Determination program as a resource to pay for a much needed tutor for my son, for over a year.Come February 2023, we were informed that there was not enough money in our 2022 budget to cover the December invoice in full. We were told we could re-allocate money in the budget and resubmit it. We immediately did that and have been given the run around since. We're told the information was not entered correctly, we're told that they cannot find the resubmission, etc. Mind you, this is all through email because no one gives a phone number. There is apparently no way to talk to someone and try to "quickly" resolve the issue. You must email and hope you get a response within a week.Then the company decided that instead of receiving invoices directly from providers, the provider needs to give the parent the invoices and the parents need to submit invoices. So starting in February they changed the way they want invoiced coded and didn't inform us. When we finally submitted the Feb invoice worded the precise way they want , I'm told the invoice is still not paid. I am going to have to pull my kid from this much needed tutor because Aveanna has decided to not pay the provider and the debt is to much for me to take on.This "customer Service" is ******** I have ever dealt with. How do you provided customer service without actually talking through and helping people solve the errors that you say they have. Email is not customer service, especially if you won't answer the email in a timely manor.

  Business response

  06/06/2023

  Earlier today (Tuesday, June 6), I was briefed by my colleague, *********************************, our Self-Determination Program Manager of her success in connecting with ************** and addressing **************' concerns. 

  After leaving voicemail messages on Friday 6/2 and on Monday 6/5, ************** and ******* connected via Zoom Call this morning.  During the call, ******* explained the process to address the issues that ************** was experiencing (inability to get a vendor paid timely) related to her complaint.  ******* provided visual support (via shared screen) as well as verbal instructions.  She then followed up with ************** via E-mail, providing three attachments that will assist ************** to address her immediate concern and will also serve as a reference to ************** when future questions arise. 

  We believe this response has addressed and resolved the immediate concern of urgency that was presented by ************** in her complaint.

  In a larger context and to address ************** comments regarding lack of timely response and difficulty reaching our customer service team in real time, I can share that Aveanna Healthcare ******* Services is in the process of  reviewing workflows and consolidating our personnel into a single, unified customer service team based in a new office space in Southern **********.  We expect to complete this very important transition later this summer or early in the fall.

  We recognize that the customer service received related to this complaint is not acceptable and not consistent with company standards.  We appreciate the opportunity to address this issues presented by ************** and to take corrective action.  Thank you.

  *****************************, Regional Vice President of People Services, Aveanna Healthcare

  Customer response

  06/06/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is finally being handled and will soon be resolved. 

  ******* was very helpful, she showed true concern and desire to help ** through our issue. I appreaciate the extra time she took to meet me on zoom to walk me through some steps that will be very helpful in the future.

  This phone call could have easily been taken care of many months ago; I appreciate that Aveanna recognizes that the customer service is not up to par and they are working on it.  

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

• Initial Complaint

  04/03/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  My dad ***************************************** is a patient at Aveanna, Normally I don't make complains but my dad's health is priority. My dad has been in home health for a while now because he has an indwell ***** Catherer (with frequent flushing supplies to prevent *********** **** also has Ostomy pouch where he poops.So as you can imagine we order a lot of supplies for him via home health (Aveanna), because that is our only option.For the last few months, I've been exchanging emails back in forth with the cordinators at the ********, ** location. But the way supplies are ordered there is very disorganized and all over the place, and that results in my dad not getting supplies on time or not getting them at all. ( no tracking numbers).I am always the one making big efforts so my dad's supplies are ordered accordingly instead of them (Aveanna) making an effort. It is very stressful because I take care both of my parents and then I have to deal with stuff like this.I've tried reaching out to the director there so we can sort this thing out, I've told her I would love help & to go over everything so the ordering of supplies is smoother for everyone. But she has not reached out back to me, which makes me believe that my dad's health is not a priority. But she doesn't realize that might count as medical negligence .I just want someone to reach out to me as soon as possible so we can sort this out. My cell phone number is ************. I understand short staffing might be the cause but things like this need to be prioritized.Thanks for your time All Best ***

  Business response

  04/18/2023

  Patient's family was contacted by the Area VP regarding the complaint about not ordering supplies on a regular basis. The *** explained the reasoning, regulations and process for obtaining the supplies, The patient's son acknowledged and agreed concerning the discussion and was given direction on whom to contact should he have any further issues. 

  Customer response

  04/20/2023

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

• Initial Complaint

  09/14/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My patient needs enteral supplies and told me they had been trying to reach someone to order the supplies for over 2 months. On 9/12, I called them and was on hold for 1 hour 37 minutes before leaving a voicemail asking for an urgent return call. Same day, I sent a request through their website for a return call. Never heard back. I am calling again today, was on hold for over 50 minutes then the call dropped. Still can't order supplies for this child. I need them to call me so this child can eat!!!!!

  Business response

  09/19/2022

  Aveanna Medical Solutions has contacted **************** and addressed the provided grievances. The resolution efforts were deemed satisfactory by ****************. Aveanna Medical Solutions has provided additional contact resources to **************** to mitigate a similar event from occurring in the future. Aveanna Medical Solutions will continue its efforts to provide timely and accurate responses to referral sources, patients,and caregivers.

  Customer response

  09/19/2022

   
  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

  07/11/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Aveanna has been my ******s tube feeding provider since December 2021, my ****** passed away on 3 june and since then I have attempted contact 6 times, getting through to someone only once on 13 june, spoke to ******* and was told I would hear back about when feedings would be picked up, ******* called back with info but when told that it is in the temps of 100 degrees plus and feedings could not be left outside for pickup I was told I would hear back about a better course of action and never heard back. This was all AFTER I told them my ****** was deceased and they sent the food anyway. I have left voicemails, requested call backs, been in the que to get a callback and it never happens, and now my ****** is set to receive yet more feedings which im sure will be left outside again and they will attempt to charge my ****** This is a poor practice of business and extremely insensitive to the fact that I have to keep hunting down a business and making what should be a time a mourning into a time of distress all because they have poor customer service and zero fallow through. The business has not tried to resolve anything Acct# ******

  Business response

  08/03/2022

  Aveanna Medical Solutions has attempted to contact the former caregiver of the patient, but has not been successful in connecting with the caregiver via the phone numbers or email address associated with the account. As such, Aveanna Medical Solutions will mail out a letter with additional resources to assist with the aforementioned grievances and will remain available to assist at any time. Aveanna Medical Solutions will continue its efforts to provide quality service to all patients and caregivers.

  
  

  Customer response

  08/03/2022

   
  Complaint: 17551214
  
  I am rejecting this response because: I have returned the two attempted calls and waited on hold 45 minutes before hanging up one time, then another I left a voicemail that was never returned. I also returned the email right away and never heard back from there either. Aveannas attempt to resolve this has simply been return our call and wait on hold to which no one answers and nothing gets resolved. 
  still waiting to resolve this
  
  Sincerely,
  
  *********************************

  Business response

  08/10/2022

  On Tuesday, August 9, 2022, Aveanna Medical Solutions spoke directly with the caregiver regarding the aforementioned issues. During that conversation, additional contact information was provided and the outstanding issues were resolved. This was deemed satisfactory by both parties. Following the phone conversation, an email recap was sent outlining the mutually agreed upon action items for reconciliation. At this time, the issues related to this complaint are considered resolved. 

• Initial Complaint

  05/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company operates like a scam. We have a newborn baby who is bleeding internally due to a suspected allergy to baby formula. A rush order for a prescription-grade formula Neocate was sent to this company by our pediatrician on 4/28/22. We called back Aveanna Healthcare on May 3rd to check the status and were on hold for an hour and 15 minutes until we hung up, assuming their office must have closed for the day. On May 4th we were told the formula was in stock and covered by both of our insurances at 100% with no need of any copay. Now, May 13th, still no formula, baby still bleeding, we called and were on hold for 30 minutes and told we will be called back by an agent. Hours later she hadn't called back. We called again on May 13th and were told the insurance hadn't authorized anything even though one of our insurances requires no prior authorization. We offered to pay out of pocket because this is urgent. We were then told our insurance had the wrong date of birth on file for the baby. They agreed to overnight the formula to us. I'm not holding my breath. They have not kept us in the loop. They have given suspiciously inconsistent information. Their overall service is poor. They shouldn't have a license if they can't honor urgent doctors orders. Our baby is still alive, but no thanks to Aveanna. She could have died/still might. We need your help sorting this out and preventing the same from happening to other families. I also wonder if there is some kind of insurance fraud taking place.

  Business response

  06/14/2022

  Aveanna Medical Solutions has contacted the caregiver of the patient and resolved the aforementioned grievances. The resolution efforts were deemed satisfactory by the caregiver. After review, these issues were compounded by the recent national shortage of pediatric formula. Aveanna Medical Solutions has provided additional resources to the caregiver to mitigate a similar event from occurring in the future. Aveanna Medical Solutions will continue its efforts to provide the most up-to-date and accurate information to employees, referral sources, patients and caregivers.

  Customer response

  06/15/2022

  We finally got our specialty formula a couple of weeks after we had been told that it was in stock and being overnighted to us.  We were told that it would be 10 cans (enough for a month) and only 5 were sent.  We were told that it was because of the time of month and that the next shipment would have 10.  The next shipment ended up being an empty box with a note saying that the box would have contained 5 cans if the formula weren't on backorder.  Wasn't it supposed to be 10 cans? Was the empty box supposed to do anything besides get our hopes up? I left a message with an agent to have our case manager call me back.  I tried again over the next few days to reach her because she told us she was our official contact person.  I still haven't been called back weeks later.  I wanted to let her know that I had managed to correct the baby's date of birth on the insurance so that it could be reprocessed.  

  The gentleman who called to apologize because of my letter to the BBB was very polite and assured my wife when she talked to him that they will investigate the matter and resolve it to our satisfaction.  He had some additional formula sent right away. Let me be clear that none of my concerns stem from the formula shortage. After all, from day 1 they said that they had the stuff in stock ready to send.  That's why our pediatrician sent them the rush order.  Even if a shortage were the reason it took so long to ship any, I would have been understanding if they could have just said so instead of sending a bizarre empty box.  

  The baby stopped bleeding almost instantly when we got the formula.  Now her life depends on having it.  We can't risk damaging our relationship with this company and have no intention of biting the hand that feeds us--only to prevent other families from having to go through this drama. We are satisfied that they are going to improve their staff trainings and not give critically urgent orders to inexperienced agents. 

• Initial Complaint

  01/12/2022

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  The details of my insurance being dropped without prior notification are in the emails. The local office seemed to contact the corporate office but nothing was ever considered for resolution except offering me COBRA insurance. I had a slight increase in pay that I noticed on my work app my last check in October. But, assumed the increase was from the previously promised pay raise that it turns out was never honored. I had also been in contact with the insurance company for an ER visit AFTER August 30th and was never notified of a change in status to my insurance plan by the insurance company, the local office, nor corporate. ****************** contacted me through email AFTER the local office escalated the issue because, according to them, they were unaware of my insurance being dropped also. Insurance premiums were being deducted from my paycheck for insurance me and my children weren't even being covered by and without notification. I was under the assumption the hours I missed were sufficiently covered by prior notification to the office and through payment from double premiums deducted from subsequent paychecks following said absences. If I was notified prior of a possible loss of insurance I could have picked up more shifts to make up the time, looked at other types of insurance offers, etc.. Instead, I had to pay for COBRA coverage months later, unexpectedly, and have received bills from an ER visit the insurance company told me would be covered fully. I understand COBRA is retroactive but have still received fees even after the hospital said the claim was resubmitted with COBRA. I was hospitalized in November. I called the company to ask for an update considering the hospitalization then received the **** eligibility email about a week later. Being placed on leave was never discussed during that phone call either. I made every attempt to be in constant contact with the company and no one ever attempted to contact me for any type of resolution to any issues.

*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. ↩