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.

close

Find a Location

Avance Primary Care has 11 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:02/29/2024

  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.

• Initial Complaint

  Date:01/03/2024

  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.

  I am the *** for my elderly mother (*************************) and am filing on her behalf as I have been managing her care since 10/22. On 4/3/23 my mother received a letter and invoice from AvanceCare notifying her that a call service she had been receiving was no longer free and would be billed - RETROACTIVELY. There was never an option to opt-out prior to billing. Having never signed up for this service or agreed to pay for it, we were outraged. This was not a medical service, simply annoying telemarketing calls intended to increase appointment traffic for their business. Most of their calls went to voicemail as they were an annoyance to me. I called their billing **** on 5/16/23 to dispute this charge but they refused to cancel it and have sent the invoice to a debt collector. This company engages in unethical billing practices and needs to be stopped. The account number in question is ***** and the amount is $110.15 as they have had the audacity to tack on additional late fees.

  Business Response

  Date: 01/13/2024

  Good Day, 

  Thank you for reaching out again. It seems the first email was stopped by our firewall.  I've safe listed this email address to prevent this from happening again. 

  The patient was enrolled and receiving chronic care management services (***). After speaking with the patients daughter in May a request was sent to the *** manager to review waiving the patient balance.  The request was denied.  I will send another request for adjustment to the department.  

   

  Thanks 

  ***

• Initial Complaint

  Date:04/11/2023

  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.

  I recently scheduled an appointment for an apparent health issue. I saw one of their doctors and she ran a few test. She scheduled me for a sonogram on my legs at an unaffiliated facility. I followed through and finished the testing. I was then contacted by someone at the *********** location who identified himself as Dr.***** said my testing was negative and he wanted to schedule me for further testing ie: a cat scan of my legs. I did not schedule the cat scan immediately because I had a health care policy kicking in on April 1st. The out of pocket cost was high. My complaint is that when Dr.* took over my health portfolio because the other dr. left their employment, when he called me he stated in plain language if I had any questions to call and ask for Dr.* Well, I tried calling him about the procedure he wants me to undergo and I was informed that in order to ask him a question, I would have to schedule an appointment WHAT? Seriously, he doesnt have time to take 5 minutes and answer a question about a procedure that he wants me to undergo. Im sorry, but their isnt anybody that is that busy. They might as well come out and say it We dont really care about your questions and even though you chose us to diagnose an issue, unless you make an appointment and PAY, thats the only way the Dr. will address your concerns. As if, why would I want to have any more affiliation with this Dr. who hasnt the time to answer a question. Seeing as I have to start this whole thing over with another Dr I feel the initial visit was a bad investment on my part because this Dr. * is not fulfilling his expertise in conveying to me as a patient any question I may have about his diagnosis and the treatment thereof. They can feel free to reimburse the said fee so that I may make contact with a Dr. who may take 5 minutes out of his day to answer a patient question. He had his administration staff call me twice, if he was busy he could have scheduled to call next day or something

• Initial Complaint

  Date:02/25/2023

  Type:Billing Issues
  Status:

  ResolvedMore 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 a billing issue with Avance Care ******* that has now continued for several months. I paid the invoice on January 9, 2022 after speaking with their phone reps based in ***************. I then received a past due notice a few weeks later with a $20 late fee assessed. I reached out and was told by the person in *********** they would get things squared away. Well, I just got another bill dated February 16 that I am past due and another $20 was assessed. It also said the account had been turned over to their ****************** I am not happy. I have an 850 credit score. Please help me get this resolved. Thank you.

  Business Response

  Date: 02/28/2023

  Good Afternoon, 

  Thank you for reaching out regarding your $159.94 payment made on January 10, 2023.  I have thoroughly researched the Avance Care patient portal gateway and am unable to locate your payment. 

  Did you make your payment via the Avance Care Patient portal or the ******* ******* portal?

  The ******* patient portal was in use before ******* ******* joined Avance Care. Now that ******* ******* is part of Avance Care patient payments should be made via the Avance Care patient portal. 

  I would be happy to investigate further if you could provide the link to the site you accessed to make your payment or a screenshot from the portal showing proof of payment. 

  Thank you, 

  *****************

  Associate Director Billing and Collections 

  Avance Care 

  Customer Answer

  Date: 03/02/2023

   
  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

  Date:11/28/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore 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.

  Went to Avance Care in North Raleigh on August 16th, 2022 due to a horrible sinus/upper respiratory infection. At the time I did not have health insurance and was a self-pay patient. I paid $170 on the day of my appointment and was later told that I owed another $223 by Avance Care's Billing Dept. I had asked if the $223 included the Lab Corp lab fees and they confirmed it was for the lab charges. I paid over the phone to the Avance Care billing dept. A few weeks later I got a notice for Lab Corp wanting payment for $182 for the 8/16/22 service. I called Avance Care and they told me it was an error, disregard the notice and it was marked as paid in their system and I actually had a $25 refund. I disregarded and got another notice - I called and was told the same thing by Avance Care - that it was an error and I paid all owed items. Now I received a notice from Lab Corp. claiming me as delinquent and sending to collections. I called and was bounced around service representatives from Avance care for 4.5 hours for them to tell me they would file a claim with the manager and I should hear something within a few days. Its been 2 weeks and no word. I'm now paying the $182 lab fees again - and no word or assistance from Avance Care. I had spoken to Lab Corp and they refused to assist and demanded Avance Care contact them to resolve. Avance care has made no efforts to get this solved and now I am wondering where my $223 payment went. I want my money back from Avance Care since it clearly did not go to the lab fees and I had to repay Lab Corp the $182 to avoid collections.

  Business Response

  Date: 12/05/2022

  Thank you for reaching out. I'm sorry you had this negative experience with billing for your lab services.  I have reached out to LabCorp to investigate the $182.00 payment you made to them after receiving their email. I believe their billing was in error as they should have billed Avance directly. 

  I will provide an update as soon as I hear back from LabCorp.  

  Customer Answer

  Date: 12/05/2022

  
  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. I do hope to hear a follow up on the charges and be provided a refund for the multiple payments.
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  Date:10/05/2022

  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.

  On 04/18/2022, I took my daughter who was 4 years old at the time and to see a provider at AvanceCare for a checkup and to get her shot record up to date. Since her visit AvanceCare advised that we owed $524.00 for services rendered at that visit and that ***** denied the claim. That was filed again on 9/29/2022 due to the entity or member ID was not valid or eligible. That is all well and good but the part that got me was they did not adjust the bill to their self pay rate and over charged for her visits and shots administered that day. Now as of 10/04/2022 they have reported said bill to a collection agency, TSI. The issue I have with that is that they sent my now 5 year old daughter's medical information and personal information to the TSI Collection agency. She is a minor! I contacted TSI and when I gave them the information they said they no longer are handling the case but AvanceCare added a collection agency fee of $163.20 to my $524 bill. Then the billing department contacted me and stated that I could set up a payment plan with AvanceCare not the collection agency. I called the billing department as instructed and asked why they sold my 5 year old daughters information to a collection agency as she is not the responsible party and asked the new uneducated lady on the line if she knew that was illegal to sell any minors information and she responded with YES! Not only is the bill incorrect and charged ridiculous fees for the visit but they potentially sold minor HIPPA information and are now trying to collect money from me/my daughter directly when the collection agency has already bought it from them. No wonder that make $5 million - $25million annually. It's criminal.

  Business Response

  Date: 10/12/2022

  Good Morning ******** 

  ****** has made me aware of the complaint filed on by Ms. ****.  I am researching the patients account and will respond with our findings and follow up actions as quickly as possible. 

  *** *****

  Assoc. Director RCM Billing and Collections

• Initial Complaint

  Date:09/26/2022

  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.

  I contacted Avance Care when I was sick on 12/27/21. They have billed me for the care received on that day. I have asked them to bill my insurance on a few occasions now. They are telling me their policy is to not bill the insurance for this type of medical service. I have asked for the diagnostic codes that they would bill my insurance, if they would actually do it, they have told me they don't assign diagnostic codes to this type of medical service.As I have pointed out to the billing staff, on their website it states "Avance Care uses ********************** specialty code while submitting insurance claims on your behalf for non-preventive care visits. The fee for this service code is up to $50.00. This fee is added to the baseline charges for your visit. Most insurance companies recognize this billable charge and will provide full or partial reimbursement. You may be responsible for only the allowable portion of this charge in the event that your insurance company assigns it to your deductible or coinsurance. "I want them to bill my insurance for the medical service, using a proper diagnostic code, as it is stated on their website that they do submit to the insurance "on your behalf". I should "be responsible for only the allowable portion" per my insurance company as noted on Avance Cares website. They are false advertising by stating insurance companies cover the fee when they can't possibly know this if their policy is that they don't bill the insurance company. In addition, how would "most insurances recognize this billable charge" when they don't use a diagnostic code that the insurance company would require to recognize the bill. It is also being falsely advertised that they bill the patient's insurance on their behalf as they are stating their policy is not to do so.In addition they applied a payment for a different appointment that I paid to the charge in question as stated above.

  Business Response

  Date: 10/12/2022

  Good Morning *******, 

  I have reviewed the patients account and have sent to our coding department to review the after hours charge on the patients account. I will respond with findings and additional actions as quickly as possible. 

   

  Thank you 

  *****************

  Assoc. Director RCM Billing and Collections

  Customer Answer

  Date: 10/12/2022

   
  Complaint: 18122017
  
  I am rejecting this response because:

  I have been in contact with them serveral times over the past 10 months and nothing has been done. If they won't bill my insurance correctly and properly with recognized diagnostic codes for after hours care, I request they remove the charge and note that it is not due and, if applicable, remove any negative credit reporting they have placed on my name/my record.
  
  *********************************************************

  Business Response

  Date: 10/12/2022

  *******/******************, 

  The response I provided today was not a final action taken to resolve your issue, it was simply an update to confirm I've received the complaint information and I am having the after care charge reviewed by the coding Manager.

  The coding team is the appropriate team to review CPT/ICD-10 codes needed for billing;  Upon completion of their review which will take 24hrs (from my original response) I will have more information and action taken. 
  

   

  Thank you 

  *****************

  Business Response

  Date: 10/17/2022

  Good Evening, 

  Upon review of the documentation for date of service 12/27/21 the After Hours Telephone Charge code (AHTC) was updated to  CPT code ***** (Telephone evaluation and management service). 

  It seems there was a miscommunication to if you opted- out of wanting to have the service filed to your insurance at the time of the call with the provider.

  With the update from the self-pay code AHTC to a code accepted by insurance, CPT ***** code a claim was filed to your insurance on 10/14/22 for processing. 

  The amount of the claim filed to your insurance was *****, the copay of ***** (applied to your account on 1/15/22) will remain until the insurance processes your claim. Once the insurance has completed processing the claim you will an EOB from the insurance outlining any portion paid by the insurance and any patient responsibility. Avance will only bill you if there is any patient responsibility over and above the ***** copay you have already paid. 

  The ***** late fee you were charged on 6/21/22 has been waived. 

  Thank you for bringing this error to my attention and giving me the opportunity to resolve the issue for you. 

  ***************************

  Assoc. Director *************************Billing and Collections

   

  Customer Answer

  Date: 10/18/2022

   
  Complaint: 18122017
  
  I am rejecting this response because:

  Thank you for your response. To clarify a couple of items to resolve this, the copay mentioned that I paid on Jan 15th was not for this visit. Please place my payment on the correct visit of Jan 15th.

  As for the miscommunication mentioned, I must assume you mean miscommunication within your practice. I never once said not to bill my insurance...why would anyone come to this conclusion as it makes no logical sense to do so. In fact I called several times to Avance Care billing and they said "Avance Care never bills insurance for these charges". I hope this is a teaching moment for the staff so as not to put your customers through the stress of these types of situations as they have done to me.
  
  *********************************************************