ComplaintsforAdventHealth Centra Care

• Initial Complaint

  01/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  On December 22, 2023, I went to the CentraCare location on ********************** in ************* for an infected wound. At check in, I was charged my co-pay of $75 and was given a credit card receipt for this transaction. **************** assessed my wound and prescribed antibiotics. Since there are signs all over the facility saying that they can dispense some medications on site, I asked if this medication was available. **************** said it was but it was 'cash only.' I told him that was fine. I was given the medication and went to the front desk to pay for it. The girl at the front desk told me it was $15. I gave her $20, and she gave me change but no receipt. I thought it was odd she didn't give me a receipt, but I figured they had a system. On January 12, ****, I received a bill for $15. The bill incorrectly said I only paid $60 at the time of service. I called their central billing immediately and explained the situation. They said they saw the $75 credit card charge but not the $15 cash payment and told me to call the local facility. I spoke with ******** at the local facility and explained the issue. She put me on hold for almost 15 minutes while she investigated the issue. She said she had no record of my cash payment, and her manager was out until January 15, but she would leave a message for him to call me back. On January 17, ****, after no callback from anyone, I spoke to **** at the local facility and explained the issue again. She also stated that there was no record of my cash payment and that her manager was in a meeting, but she'd give him a message to call me back. I still have not received a call back from anyone. I know the date and time of my cash payment, what I was wearing, and can easily describe what the girl who took my cash looked like. **** acknowledged that they have cameras in the facility that they could review. I want them to review the video proving that I already paid the $15 and correct their billing.

• Initial Complaint

  03/08/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I went to St. Cloud FL Centracare in late October 2022 and was seen and given a prescription to fill. I was told that if this Rx doesn't work, to come back and that they'd change my medication. 5 days later as I'm finishing my medication, I feel the same, no change. I call centracare and tell them what was told to me, they said no problem, come in whenever and we will give you a new rx. I specifically asked "WILL YOU CHARGE ME AGAIN?" - I was told "NO, you're just picking up a new prescription". I get there and I get called back immediately, they take my temp in triage.. I told her "Im just here for a prescription", I was told no problem, we just have to take your temp. I was seen by a nurse and handed a new prescription. I was there less than 7 minutes. No additional questions, literally a nurse walked into the room and handed me a piece of paper. The entire visit was less than 7 minutes. Weeks later, I get the bill fir my first visit- I pay it in full. Then I get a second bill for the second visit. I called centracare and explained that I just went for a new prescription and that I was told that I wouldn't be charged, they forwarded it to their billing dept. After many attempts of me calling and getting no answer, I'm finally told that I'm responsible for this second bill, and if I don't pay it they will send it to collections. I have tried calling and speaking to Martiza who is the manager for the St. Cloud FL location, I have left numerous messages for her with a brief description. Not only have I not gotten a call back but I'm being completely ignored and forced to write this complaint to the BBC. I have tried to talk to them directly but they are not returning my calls. I have done what is responsible in my part and paid my bill, the fact that I was threatened with collections and ignored is really disheartening. I was charged the same amount twice, and I wasn't even given tests the second time... just a new prescription was given to me.

• Initial Complaint

  11/26/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Today, November 26 2022 I visited Advent Health Centra Care in Sanford Florida with my two minor children and my wife. My wife has a confirmed case of strep throat currently, and my children and I have some of the same symptoms. I myself have the same throat sores in particular. Once there, a nurse insisted that my son (6 years old) could not possible have strep throat because he doesn't have a fever. That is completely false. You can have strep throat with out ever having a fever. They refused to test my daughter for strep throat before actually checking/viewing her throat for any sores. They were insistent that I couldn't possibly have strep throat either and that my test would be negative, but never ever checked/viewed the sores in my throat. When my rapid test came back negative I asked for a more accurate throat culture to be sent to the lab for results in 2-3 days, which I was refused by the doctor. I can barely swallow because the sores in my throat are so painful. This doctor and nurse refuse to test me accurately & insist that I must just have a common cold, yet I have the same exact symptoms and sores as my wife who does in fact have confirmed strep throat.

  Business response

  01/03/2023

  Business Response /* (1000, 5, 2022/11/30) */ As the Risk Manager, I will contact Mr.****** as I need additional information. Thank you

• Initial Complaint

  11/22/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Date of transaction was November 9th. Location - **** ***************, ****** I was charged $70.00 I needed x ray/imaging for lung issues which it stated on their website that Centra Care provided this service. When I arrived for my scheduled appointment (made online), I checked in and was not asked any questions about the reason for my visit. My name was called and I asked for an x-ray image of my lungs as I was having shortness of breath and a "cold" feeling in my chest. I was then told that they did not offer chest x-rays there. I immediately informed the nurse I needed to leave to go to the hospital for imaging as that was the reason for visit. I was not assessed by a healthcare provider nor did I receive any treatment or instructions, I informed the health care provider that I specifically needed imaging. When I asked about refunding my $70.00, I was told I needed to call medical billing for refund. I called medical billing on Friday 11th and the representative said I would be refunded but it may take a while for the money to show up in my account. I followed up on 11/22/22 and was told that no refund was issued and that the $70.00 would be added to my other bills owed. No SERVICE was provided. I walked in to get x-ray and left without x-ray and nothing was done - I didn't have paperwork for the visit, nothing. I went straight to Advent Hospital and received treatment there. This is so discouraging as my money was taken and kept. I would like to know what exactly CentraCare billed for? Why will no one issue a refund when I did not receive any service at CentraCare? This has made an already stressful health crisis a worse situation.

  Business response

  12/14/2022

  AHCC has completed our investigation and will be notifying the patient in writing. No further action.

• Initial Complaint

  08/25/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Location: AdventHealth Centra Care Ormond Beach1245 West Granada Boulevard Ormond Beach, FL 32174 Disappointed at the behavior of the front desk staff and the doctor in charged today, August 24, 730pm. I walked in at 730 pm for a doctor to look at a strange skin condition I have on my fingernails that I am not sure if is a fungal condition or eczema and both staff members started looking at the time in their monitors signaling that i am walking in almost at closing time. Both had inappropriate body language and attitude. One got up to ask the doctor in charge if it was ok to see me, really? this is just unacceptable. Felt like begging to see a doctor, this is a medical facility that opens until 8pm and it is not a store for God's sake. Completely disappointed and felt totally disrespected. I decided to walk away for peace of mind. Have come here many times along with the 4year old daughter and the treatment was excellent, just walking in almost at closing time then it is a total sin, seeking medical attention does not have to feel at such a disgraceful level.

  Business response

  10/14/2022

  Business Response /* (1000, 9, 2022/09/09) */ ---------- Forwarded message --------- From: C*****, Linda Date: Fri, Sep 9, 2022 at 12:56 PM Subject: RE: (EXTERNAL) BBB Complaint Case# ******** ********************************* To: Better Business Bureau ******************* Thank you, AH Centra Care will be reaching out to this patient as requested. Linda L. C****** LPN, HRM

• Initial Complaint

  03/07/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  To: BBB Of Florida, To AG's Office of Florida. Re: Bill Due. P#******* I'm writing you to resolve an unfair and deceptive bill that has been sent to me by Advent Health. On Nov 17th 2021, I had symptoms that were consist with the coronavirus. I decided to get a test done, after seeing countless paper advertisements, as well as Dr ***** himself re-assuring that the testing would be free and in the best interest of all Americans. Once I checked in at Advent Health's clinic, they inquired if I had health coverage, I provided them my United Health card and was verbally told there was "no cost" for the test when I inquired why they would need my card for a free test. Subsequently I've received a bill from Advent Health, for $151.37 for this "Free" test. My first call to Advent health, was caulked up to a "Coding error" and they were to send the bill back to the "Coding Team" for a revision. I was told to check back in a few weeks. Subsequently about Jan 1st, I received an email indicating that my bill was still outstanding. I placed a 2nd call to Advent Health's customer service line, on 1/5/21 to inquire why I am being billed for a supposed "Free" test. On that call, I was advised that had I come in and said "NO" to the insurance question, my test would have been completely free! But because I said "YES" to having insurance, there policy is to submit the full bill for the test, INCLUDING services rendered. This was not disclosed at the time of the visit. The phone rep indicated that United Health did pay for the "Covid" test, but I was responsible for the co-pay that that united health did not cover. This was never disclosed at the time of visit. I have contacted Advent Health, by direct mail with a copy of this compliant and did not receive any response or resolution. Subsequently, on March 4th 2022 I did receive a new bill that INCREASD in the amount due, for the same visit, by adding a "New Expanded" fee of $224, in place of the Established Focused Fee.

  Business response

  04/13/2022

  Business Response /* (1000, 5, 2022/03/08) */ I will be following up with a detailed response to the consumer directly. Consumer Response /* (3000, 8, 2022/03/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) They have not contacted me. Business Response /* (4000, 10, 2022/03/21) */ I have addressed Mr. *******s concern and mailed him our response with adjustment to his account. Consumer Response /* (2000, 12, 2022/03/26) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  11/30/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Good morning, I did visit the doctor at Advent health in mount Dora Fl, to check on a "strange " spot on my leg, pimp. You hear a lot about cancer spots. I went in, and the insurance card was accepted. Beside doing the standard paperwork, the doctor needed 2 minutes to tell me that it is a little infection. I prescribe you a pill and a cream. I WANT you to come back in 3 4 days to check. I only picked up the cream, did not pick up pills and their was no need to go back. I received a billing statement from Cigna and the doctor $326 Because of the insurance discount $127 I owe the doctor $199 I send a $60 check with the text final payment, ( by law, if you collect you agree ) With the check I included my letter. They NEVER responded. To invoice $326 for 2 minutes is just outrageous. Now they are saying I owe them still $139 otherwise it will go to collections. I did not give the doctor an open checkbook. The doctor should disclose prices, like Publix, or a barber to the public. I did call Advent health one day, and told them that I have a little pimp on my leg and NO insurance. I did ask what a doctors visit will cost when I pay cash. The lady mentioned $ 204. Why did the invoice the insurance $326 If Advent healt go by $204 minus the insurance discount of $127 I should owe Advent health only $77. I paid $60. I owe $17 Advent health did not respond and their billing practice is absolutely not correct, I say this politely

  Business response

  12/23/2021

  Business Response /* (1000, 8, 2021/12/17) */ Mr. **********'s account was review. The account balance has been removed. I will notify him of this result. Consumer Response /* (2000, 10, 2021/12/17) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  09/27/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  In July 2021, I went to Centra Care because I was experiencing sinus issues and needed evaluation by a doctor in addition to a covid test. I knew the covid test was covered by my insurance as I had contacted them previously about this. In addition to having to wait 2 hours past my appointment time, I was required to pay for services even after I requested they use my insurance. Staff then responded that they would run my insurance "as a courtesy" but I still had to pay upfront. The entire point of group insurance rates is the collective bargain aspect with discount agreements between providers and insurance companies. It is normal protocol to run my insurance, not "a courtesy." They charged me $179 for the covid test. After getting my explanation of benefits back from Cigna it was confirmed they were paying 100% for that diagnostic. After multiple emails and over 8 weeks since I contacted their main agency Advent Health, I still have not received my refund.

  Business response

  10/26/2021

  Consumer Response /* (2000, 9, 2021/10/13) */ Advent Health has finally provided a refund. Please close case.

• Initial Complaint

  09/07/2021

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Last week I had an earache and was seen at Adventist Health Centracare in Apopka by Dr. Nalini G**** on Thursday Sept 2 at 2:33 pm. I was diagnosed with Left Otitis Media and was given Amoxicillan 850 mg to take. I took this medication until 9/6/21 when the ear pain had become so much worse over several days. I had tried to return to the Centracare but was told there were no appointments. On 9/6 I ordered a device from ****** with a camera on the end that can take pictures of your ear canal which I will attach. It was obvious to me that there was a foreign object in my ear. On 9/6 I went to Advent Health Lake Mary ER and was seen after about 3 hours by a physician there. I showed him the pictures below and he agreed it was obviously a foreign object. With some difficulty he was able to retrieve it. It turned out to be the rubber tip off my hearing aid. It amazed both he and I that I had to endure days of pain due to the malpractice of Dr. G***. This was an an obvious problem!

• Initial Complaint

  08/02/2021

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  On 3/21/21 my daughter and I got Covid tests while in florida. We were informed online when I signed us up and when I got to the office that my insurance would not cover this and we'd have to pay for the test out of pocket which we were fine with. I paid BOTH fees and we got our tests. Now almost 3 months later they are trying to add $212 to each of us after we paid the TOTAL. Let me say this again TOTAL amount requested with NO comment on "by the way more will be needed later". At no point did they state I would be paying more no less 3 months later. They WILL NOT be receiving anything more from this stone.

*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. ↩