Complaints

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

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  Avance Primary Care

  115 Crescent Commons Cary, NC 27518

• 

  Avance Primary Care

  7510 Ramble Way STE 107 Raleigh, NC 27616-4305

• 

  Avance Primary Care

  6402 McCrimmon Pkwy STE 100 Morrisville, NC 27560-8139

• 

  Avance Primary Care

  12341 Strickland Rd STE 102 Raleigh, NC 27613-1274

• 

  Avance Primary Care

  1108 Kentworth Dr # 704 Holly Springs, NC 27540-3325

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:02/26/2025

  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.

  Everyone at Avance Care has failed me as a patient. Switching my care to Avance has been the worse experience & one of my biggest regrets. I switched my care in Jan 2024 to Avance. Feb 2024, I started allergy shots after the Allergy verified my insurance. March I got a bill from Avance which was 10x what was verified. I contacted allergy & a 2nd verification was completed. I was told not to pay the bill, Allergy Manager, Kayleena would work with billing & my insurance to rectify the billing issue. May 7, 2024, I was contacted by the allergy tech with Kayleena on 3 ******** contacted my insurance. Through this call we were informed that the insurance verifications were incorrect which resulted in a higher bill. The insurance *** confirmed that a request to honor the verification could be done but through the provider line by Avance Care. As the allergy manager, this responsibility was Kayleenas. May 14, 2024, I had a PCP visit & due to the interaction I had with ******** at front desk, I switched my injections to Oberlin Rd to avoid ********. I kept my PCP PA ***** ****** as I liked her. ******** was rude & nasty to me regarding the bill despite being informed of the issue & the notes in my chart. Since May 2024, I have requested weekly for Kayleena to contact me via the allergy techs due to no direct contact numbers posted for managers, corporate nor patient complaints. Only Avance Billing which is unhelpful due to language barriers. Early Dec 2024, allergy tech told me to contact Avance Billing & request ***** ********. Now its end of Feb 2025 & ***** has nor return my call nor Kayleena. Feb 25, 2025, I contacted Avance NWF for an appt & was denied due to the balance. ******** took my call, her tone was rude & matter of fact. I hung up b/c no one deserves to be talked to the way she was speaking to me. Its very disheartening that after all my efforts to rectify the bill, I am getting no where. The bill is effecting my ********** cant receive medical care.

  Business Response

  Date: 02/27/2025

  Issue addressed and resolved with patient. 
  

• Initial Complaint

  Date:12/11/2024

  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.

  On a statement dated 10/31/24, I received a notice from Avance Care stating that the total amount of my bill of $417.00 was turned to collections. I saw that there was a charge from November of 2023 from behavioral health provider ******* ***** for $350. I have not been charged until this date. There were no attempts on Avance Cares end to bill my insurances on file, being ******** and ********* The only payee to Avance that shows on the bill is my PPO supplemental from *****************. Not only was this charge billed nearly a year later, I am being charged $50 by ***** ******** after cancelling an appointment. The only charges in which I would be obliged to pay are the three charges of $15 for what was not covered. This leaves a total of $45.00 payable by me to Avance for services received, as there is no explanation of benefits that show Avance attempted to bill ******** or ******** prior to billing me. I am requesting that the debt be taken from collections and my financial obligations to this business be settled. The amount in full of $417.00 is over 50% of what I receive in a month as an SSI recipient. I was given 10 days from the date of notification to pay the amount in full.

• Initial Complaint

  Date:11/07/2024

  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 10/12/***************:30am, I called the Apex location for an appointment. The receptionist gave me a quote of $150 for an office visit and $20 for a strep test. She also confirmed that they accept care credit after I asked her, since I am self pay. An appointment was made for the next day, 10/13/2024 11am. Upon arrival, the receptionist asked for payment of $170 and I handed her my care credit care card. She asked me to swipe it and then I said you have to enter this type of payment in the computer. It was clear that the receptionist did not understand care credit at all, so she stepped away and asked ********. She returned to the front with a paper explaining to call the billing office and they will process the care credit, she scanned my card in the **** My 5 yo grandson was seen and upon checking out, the front desk stated that they do not accept care credit. I was in shock. This is bad business. So I left with intentions on settling this with the billing **** directly. On 10/16/20244 I called and spoke to someone who stated that my bill was actually $185 ($15 for throat cx that we agreed would not be sent d/t self pay) and that she would escalate this matter to ****. After not hearing from them weeks later and receiving a statement which did not include $15 charge for culture but now has $15 charge for evening/weekend/holiday, on 11/7/24 I attempted to go online and pay $170 with my own credit card, the system did not allow it, so I called again and spoke to *** who hung up on me, then again and spoke to ******** who transferred me to Lizelle. I questioned Lizell as to why the office personnel gave me one quote of $170 and was ready to take my payment up front, I questioned Lizell as to why the billing **** would add a $15 charge for culture and then it disappeared and a statement mailed for an additional charge of $15 that was not disclosed to me upon making the appt and attending the visit without any one including ******** disclosing these charges.

  Business Response

  Date: 11/12/2024

  Unable to identify patient, with information provided. 

• Initial Complaint

  Date:10/15/2024

  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 and my family have been long-term patients of ** ***** ********** In Dec 23 we received a printed notice that his practice, Crescent Family Practice, would be joining ************* We were informed that medical records would be transferred and our care would continue with ** ********** On 2-26-24 while on vacation i needed antibiotics. Since ** ********* was not available ******* ***** ******, **-C called and sent in a prescription for me. The full extent of our conversation was my current symptoms and treatment.When I received the bill, she had marked my call as OV, New Patient and charged a new patient fee. I immediately contacted the office and the receptionist informed me that there should not be a new patient charge for those transferring from ********. I disputed the charge and was told that since it was marked that way it was valid. The receptionist, ***** sent an email to billing to have the charge reversed. After months of calls with billing & no resolution, I contacted the office manager. She said that since it was marked new patient, nothing could be done. Although we were informed that we would have continuing care and the office even stated that I should not have a new patient fee. My husband and daughter did not receive these charges. But billing is unwilling to reverse my charge. Then I was told that it was because I did not see my original provider ** ********* first at the new location. I needed antibiotics and he was not available. They offered the other ****************** was disclosed about having my first visit with ** ********** I have yet to see any of this policy in print. It appears that because the provider marked new patient they are unwilling to make the adjustment retroactively. I have been told that I am blocked from seeing my ** until this is resolved.I would like to have the new patient charges and fees reversed and be reinstated with my physician of over 20 years, ** **********

  Business Response

  Date: 10/28/2024

  Patient was seen by a new provider at a different practice location. She was billed correctly as a new patient. 

  Customer Answer

  Date: 10/28/2024

   
  Complaint: 22424534
  
  I am rejecting this response because:

   They are the ones who offered the alternate Doctor for my televisit since Dr ********* was not available that day and my infection symptoms should not wait three more days until Monday for medicine. They did not disclose any information about this costing extra charges for me. In fact the only information that was sent to us was that our care would continue at the new practice. Continued care would in no way indicate the need for a new patient appointment of fee. 
  Additionally, there was no extra care given during this call such as one would expect for a new patient appointment. It was a regular sick visit call followed by a prescription being called into my pharmacy.

  
  Sincerely,
  
  **** Prior

• Initial Complaint

  Date:09/23/2024

  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.

  I have had multiple appointment issues with both Avance Care and Avance Care Behavioral health.I have contacted the care team, managers, doctors, therapists multiple times and nothing seems to be resolved.I feel that my health has been negatively affected by the above mentioned entities in your ******* location. I cannot be bounced around any longer. I am a senior citizen who has been patient and very agreeable for almost 9 months and matters just seem to get *********** I had an appointment with Behavioral Health and the therapist says my phone is not working and it was canceled. My phone is in perfect condition and I had it next to me at all times.I received other calls without any type of problem.I sent several emails and was told it could be a possible system issue yet my emails were received without any problems before and after the 3 p.m. virtual appointment today. Everyone does not seem to be able to be on the same page.I think I have been understanding long enough.Please try to resolve whatever system issues are going on at your end. A patient should not be blamed or charged because of electronic or messaging issues on your end. Today, September 22, 2024, I am adding the following to my complaint:My health has gotten much worse. I requested a follow up to my many specialists' reports, lab work by ******* and ***** from two different hospitals here in *******. No response! My request, weeks ago, to see the MD. in charge, Dr. ******* to review the reports and to see me has had no response. Last week, I managed to go in person to their office on Oberlin Rd. in ******* and left a written letter of concern to the office manager: No response either. My health condition is serious and the last hospital I was seen at, ***/*** told me to see my PCP asap for further recommendations. What else do I need to do to be seen? I am a 72 year old female and believe I am being discriminated against. Do I need to file with the ********** ****** 9/22/24

  Business Response

  Date: 09/30/2024

  Thank you for providing your feedback and letting us know about this issue. We set a high standard for ourselves and are truly sorry to hear when that standard is not met. Because of Privacy laws, we are unable to provide personalized responses in this public forum. However, we take negative experiences seriously and work to correct issues raised. We encourage you to contact us directly to discuss your concerns in depth.

  Yours in health, Avance Care Durham

  Customer Answer

  Date: 09/30/2024

   
  Complaint: 22321851
  
  I am rejecting this response because: I have already contacted the Durham office and have not received a resolution to my complaint.
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 09/30/2024

  Thank you for providing your feedback and letting us know about this issue. We set a high standard for ourselves and are truly sorry to hear when that standard is not met. Because of Privacy laws, we are unable to provide personalized responses in this public forum. However, we take negative experiences seriously and work to correct issues raised. We are in contact with this patient directly to resolve and we will not post any information on a public form due to Privacy laws. 
  Yours in health, Avance Care ******

• Initial Complaint

  Date:08/15/2024

  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.

  8/10/2024 I have severe RLS and require the medicine Neupro transdermal patch, without this medicine I can't sleep or sit, I will have to walk around for hours into the next day. I submitted a refill request on 8/10/2024, I know that the office is open on Saturdays, I had enough medicine to get me to Monday ( I had enough patches to get me to Tuesday but two patches came off). I waited until Monday around noon and no response, I called into the nurses line and there was no answer so i left a message to refill my medicine and my number. I didn't get a call back. I waited about an hour and called and still no answer so I left another medicine. I also submitted a message to the doctor that I need my medicine and submitted another refill request from the website, again no response, after about an hour I called again and no answer, I left another message. I still haven't received a response. I waited again and called the front desk and they left a message for them to contact me and refill my medicine. It is now Thursday and I still have no response on for a medicine I require to function normally. I ended up using Teladoc to get my prescription refilled, luckily my insurance covers this or I would be on 4 days with no sleep at all and most likely would have used up 4 vacation days and disciplinary action from my work for calling off. I will be getting all of my records and no longer will use this business again.

  Business Response

  Date: 08/28/2024

  Hello and good morning,

  ******************** submitted a request for a refill of the referenced medication on 8/10. The office in question has a policy in place of processing refill requests within 5 business days. The policy is in writing within the office. The provider submitted an electronic refill of this request in the evening of 8/12. Typically, the patient is notified by the pharmacy that the prescription is ready and can be picked up. There was no correspondence to the patient directly from this office. Patient states he received no correspondence from the pharmacy. The pharmacy confirmed that the patient picked up the prescription on 8/12 and has a signature to support this. The patient states this wasn't from Avance Care. The office manager has reached out to the patient, patient explained that that the reason why he was asking for a sooner refill was that he lost 2 patches and didn't realized while on vacation. But this was not disclosed to the office until 8/28. The office processed this as a regular refill because he wouldn't have been out of the medication yet on a normal schedule. The office manager apologized for any confusion and they did come to a resolution. Patient does not wish to continue care with Avance Care. The Office Manager educated patient on next steps for obtaining medical records. 

  Thank you

• Initial Complaint

  Date:07/12/2024

  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 total charge appears to be excessive for the service provided. My insurance company, Aetna, has refused to pay part of the charges, stating that the cost is "not customary" for such a visit.I was charged $39.00 for a "Behavioral screening" that was neither mentioned nor performed during my visit.I was not informed about a new patient fee, which seems to constitute the bulk of the charges.Despite multiple attempts to resolve this issue directly with AvanceCare's billing department, I have been unable to get satisfactory answers to my questions. My requests for escalation have been ignored, and no one has returned my calls.AvanceCare has now assessed an additional $20 late fee while I am attempting to dispute these charges.I believe these practices are unfair and misleading to consumers. I have attempted to resolve this issue directly with the company but have been unsuccessful. I am seeking your assistance in mediating this dispute and ensuring that AvanceCare adheres to fair business practices.

  Business Response

  Date: 07/15/2024

  I spoke with patient who was concerned about the amount billed to her insurance. The patient explained in talking to her insurance she was informed they did not pay, because the amount billed was too high. I explained the billed amount vs. the allowed amount to the patient. The allowed amount was dropped to PR as deductible. The patient expressed frustration in not knowing the bill would be so much for a new patient visit. After conversation with the patient, I waived the statement fee as a patient courtesy and the patient paid the account balance in full. 

  Customer Answer

  Date: 07/16/2024

   
  Complaint: 21976526
  
  I am rejecting this response because: the agent said that she did not have the authority to remove costs from a bill. So, I'm not sure why she was chosen to make the call to me if Avance wasn't willing to meet me half way and remove the bogus charge. She said that she could not remove the bill for the behavioral screening (which I was charged for but it did not happen) because my insurance already paid it. The problem is that ***** paid an allowance and the added cost of the screening Avance charged me went to my deductible. This means AVANCE added this charge and I still have to pay for it. In the end, the agent said she COULD waive the late fee. I'm not sure how she couldn't waive the bogus charge but she could waive the late fee. Avance came into this meeting with no plans to work with me or to delete the bogus charge. I called ***** and told them that the Behavioral screening ($40) never happened and they plan to speak with ****** about it. Do not use this medical practice as there are similar complaints in the Better Business Bureau and Yelp.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:07/09/2024

  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.

  In early March 2024, my adult son sustained an injury while out-of-town and sought care from the local ER for a complicated heel fracture. After treatment, he was told to follow up with his primary care provider (AvanceCare) for a referral to orthopedic care and to get a doctor's note in case the injury interfered with his job. He was seen in the ************ (*******) office of AvanceCare on March 25, 2024 by *****************************, P.A. During this visit, she did not perform any form of physical examination and spent less than 5 minutes in his presence. He indeed was given a doctor's note for work and was told a referral coordinator would be in touch. We paid the $35 co-pay, then received a bill for an additional $246.00 which remains unpaid. A $20 late fee was added on June 12, 2024. We had not paid this balance because we did not understand and disputed the charge with the AvanceCare billing department in *********** 2024 who did not offer any explanation but continued to send invoices. It is unconscionable for a medical office to ***** a patient financially for only needing a referral and a signature on a work form. Whereas I have been an AvanceCare patient for many years, my family won't continue to partner with AvanceCare for our future healthcare and will caution others against doing business with this greed-driven company. Ever since my primary caregiver, (Dr. ******************************* ******* office), partnered with AvanceCare, the quality and continuum of care I have personally received has markedly declined. I see that AvanceCare has a poor BBB rating, and I can attest to why this is their reality.

  Business Response

  Date: 07/15/2024

  I reached out to *******************, who is the mother of the patient, to get the information of the patient *********************** ******* DOB 05/10/1996. Upon review of the patient account ******************* is listed on the outdated disclosure and consent. She called Avance billing twice on July 8, 2024. The first rep informed ******************* she was not on the disclosure and consent. *******************, called again and was transferred to the office. 

  I reached back out to ******************* to inform she was not on the updated D&C. She asked that I reach out to ***** and discuss the account. I called ***** at ************ and left a message on his voicemail to return my call at ************. 

• Initial Complaint

  Date:03/26/2024

  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.

  Billing department made a mistake and charged me. Also when calling the billing department the person was hard to understand and it sounded like they were at a party or in a room full of screaming children or people. I did not feel as if my information was private. It was like talking to a robot that didn't speak English. I feel like they are hiring and exploiting underpaid workers over seas and quality control and privacy is not a priority.

• Initial Complaint

  Date:02/29/2024

  Type:Sales and Advertising 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.

  Their billing department is overseas and provide for a horrific experience. I scheduled an appointment as a new member over the phone, with the receptionist, for a physical after learning they are accepting new patients. This was also reiterated once I arrived. In seeing the nurse/practitioner I provided a brief medical history and mentioned the concerns I've had to bring them up to date as my new provider. When the bill came, it was noted for problem visit rather than a physical (and they didn't treat anything). I contacted the insurance company, who relayed to reach back out to Avance Primary Care and request to have them change the insurance submission code for physical. After several promises and engaging their overseas billing people, no one contacted me. *** had to contact them numerous times before learning they could not do anything. The office manager also refused to do anything even after acknowledging their equipment was not working. I had to go back at a later time, pay for a second visit after the equipment was repaired. In requesting to escalate to the district manager , the office manager provided a number where it just rings. Perhaps they dont have the ability to change the code, but if they cant do physicals and provide correct insurance codes this should be stated upfront. Im requesting escalation in this matter to have the code changed or adjust the bill accordingly for the issues noted above.