ComplaintsforAdventHealth

Hospital

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Initial Complaint
03/30/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On 2/14/24 I made an appointment with my Dr. of 5 years for 2/27/24. I arrived at my appointment, checked in and was not asked for new insurance information. I asked them to check my insurance as it was a new plan. I was then told they would not accept it as they were recently bought by Advent Health. I was informed I could cash pay for the shot. I agreed as I had no other option at the time. I paid $115 and waited for 90 min before seeing the Dr. ** no time prior to the appointment was I informed that the group had changed nor was I given any indication that there would be any charge other than the $115 I paid. I have since received a bill for another $281 for that appointment. I consider this surprise billing along with deceptive business practice.
Business response
04/08/2024
We have forwarded your request to the appropriate department. Consumer satisfaction is our number one priority, and we aim to resolve this issue in a timely fashion. We will continue to work directly with the consumer moving forward.
Customer response
04/09/2024

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
03/27/2024
Complaint Type:
Billing Issues
Status:
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.
3/16/2023 My PCP prescribed xerelto which costs too much. I asked him if there was an alternative. He said to go to the *** I went to Advent Hospital. The doctor asked me why I was there. I told him I had a DVT. He did no examination. He spoke with the referring doctor. Then he said he would give me a "free sample" of *******. Afterward, they had a program to get it at a reduced rate.I paid the bill when I was there. The billing department indicated that there would be no more charges. Then, I received a bill that charged my insurance company over 8K for pharmacy. When I tried to find out what it was for the Advent billing person did not believe that I did not get IVs. That is why the bill was so large. However, in the 30 minutes I was in the *** I did not receive an IV. Just the FREE Xarelto. Instead of billing me a second time, it was sent directly to a collection agency because I insisted that they explain the pharmaceutical charge. The person on the phone told me that if I insisted on trying to get a response my bill would just go directly to collections. So, Advent please tell the BBB and the world what the pharmaceutical bill was for. Thank you. *********************************
Business response
04/08/2024
We have forwarded your concerns to our auditing department.Consumer satisfaction is our number one priority, and we aim to resolve this issue in a timely fashion. We will continue to work directly with the consumer moving forward.
Initial Complaint
02/26/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Entering this hospital is like stepping into a parallel universe where medical degrees are apparently optional and good enough is the new standard of care. If youre sporting premium health insurance, you might just luck out and receive what passes for better treatment here, which is a bit like saying youve won an extra ration of bread in the dungeonits more than nothing, but hardly a feast. The concept that anyone could be discharged in what they boldly claim to be a recovered state would be laughable if it werent so tragically inept. Brace yourself for a healthcare experience where take two aspirin and call me in the morning seems like sage advice. My tip? Dont leave until youre actually better or at least until you can escape under your own power. And if the care youre getting feels like it was designed by a committee of clowns, its time to raise h*** Remember, in their eyes, youre just another ticket to be punched, so make sure they earn it.
Business response
03/21/2024
We apologize for any inconvenience you experienced while at our facility. It is through your valuable feedback that we have an opportunity to learn and grow, in order to consistently meet and exceed our goals. We would appreciate the opportunity to speak with you about your experience. Please contact our *********************** at Phone: ************ or email address CFD-************************************************** to provide us with your information so we can address your concerns.
Initial Complaint
02/14/2024
Complaint Type:
Service or Repair Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
I am 72 years old. I hurt my back pushing something. On Sept 11th I went to one of Advent ******* outpatient locations. They took some x rays and then suggested that I go to the ** at Advent Health's Hospital in *******************, Florida. The ** had a report from their clinic about my back pain and again I explained the situation to the medical staff in the **(I hurt my back pushing something heavy.). I was admitted to the hospital shortly after I arrived and WAS IN A HOSPITAL ROOM from Sept ***** because I hurt my back. When receiving the bills after my release I noticed all of the services were labeled as OUTPATIENT. I have CIGNA as private insurance(I am still working full time) and I am 72 so I also have ******** PART A too. I recently received an answer on why all my bills were marked OUTPATIENT instead of INPATIENT. I was told the I was admitted to the hospital for 4 days as OBS**VATION instead of INPATIENT so that is why ******** PART A won't cover my Bill. I am a Senior Citizen I am outraged, I was not notified of any of this while I was in the hospital and I was not notified of the financial impact this would have on me. I am now stuck with a bill of over $2,200 just because these bandits want to make sure they code to get the most money. I DO KNOW THIS. IF I HAD GONE IN TO THE HOSPITAL WITH ONLY ******** PART A AS MY INSURANCE I WOULDHAVE BEEN CODED AS INPATIENT INSTEAD OF OBS**VATION. Also I have a complaint about my treatment. I went to seek medical attention because I hurt my back. I have had heart problems in the past and I see a specialist for that issue. But yet when I was admitted I was being treated like it was a heart issue. After I was in the hospital for a few days a doctor made a room visit and asked me to explain my pain, etc. I started to explain I had back pain and how I hurt my back and he cut me off. He said he was a heart specialist and walked out. I was charged of course I am not going to pay a ***** until this is resolved
Business response
03/21/2024
We have forwarded your request to the appropriate department. Consumer satisfaction is our number one priority, and we aim to resolve this issue in a timely fashion. We will continue to work directly with the consumer moving forward.
Customer response
03/31/2024
My compliant was and is I went to receive medical attention because I hurt my pain pushing a heavy object. I was extremely clear in providing details about my severe, acute back pain. I was admitted to the hospital and they spent the entire time running tests on my heart because I had high blood pressure when I came in, if someone is in severe pain and stressed out their blood pressure goes up. So I received next to nothing as far as my back pain, then I was released after several days. No medications at all, at home I used ice packs, a heating pad and ibuprofen until I felt better. I was told after the fact that admitted me for 'Observation" instead of "In Patient" because they weren't sure about my high blood pressure. I was not there because I was complaining about any high blood pressure issues, I WAS THERE BECAUSE I HAD ACUTE BACK PAIN. They never informed me the financial impact on me if they admitted for "observation" instead of "inpatient". They do things like that because it means more money for them. Horrible way to do business.
Customer response
04/02/2024

Complaint: 21291972

I am rejecting this response because:
Consumer
Most Recent Message
Date Sent: 3/31/2024 8:24:43 PM
My compliant was and is I went to receive medical attention because I hurt my pain pushing a heavy object. I was extremely clear in providing details about my severe, acute back pain. I was admitted to the hospital and they spent the entire time running tests on my heart because I had high blood pressure when I came in, if someone is in severe pain and stressed out their blood pressure goes up. So I received next to nothing as far as my back pain, then I was released after several days. No medications at all, at home I used ice packs, a heating pad and ibuprofen until I felt better. I was told after the fact that admitted me for 'Observation" instead of "In Patient" because they weren't sure about my high blood pressure. I was not there because I was complaining about any high blood pressure issues, I WAS THERE BECAUSE I HAD ACUTE BACK PAIN. They never informed me the financial impact on me if they admitted for "observation" instead of "inpatient". They do things like that because it means more money for them. Horrible way to do business.

Sincerely,

*****************************
Initial Complaint
02/01/2024
Complaint Type:
Order Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
On 08/03/2023, I went in for an appointment at the Advent Health ********, FL location. I specifically went in to get a Pap smear and biopsy at the request of my primary care physician. The gynecologist advised me that a better alternative would be to have a hysteroscopy done at the Altamonte hospital which would involve anesthesia. After listening to her explanation and pondering over it I decided that I would go that route. I was told the out-of-pocket cost would be $698.34 which I paid using my HSA Card. I had the procedure done on 08/07/2024. Only to learn to my dismay that she did not get enough Endometrial curettings for the lab to do the biopsy. The total bill was $28,094.99, my Insurance paid $27,061.09 for this procedure that yielded no result and I paid $698.34. That would leave a balance of $335.56. Now they are telling me I owe them $688.69. I requested several times a statement to show where my payment went and they have not been able to provide it, only to say it was applied elsewhere and only $345.21 was applied towards the hysteroscopy procedure, which left me sick for a few weeks and yielded no result. I had to go back to the same gynecologist, who could only apologize and say she did not know why she did not get enough cutterings. She recommended that I do it there in the office without anesthesia, I did the pap smear at the same time, exactly what she should have done the 1st time I went there, for less money, less stress and without all the side effects I experienced after doing an unnecessary hysteroscopy which yielded no result. This whole experience has been very frustrating and now to tell me that I owe money after all the inconvenience they put me through and after paying what they told me was going towards the procedure. I asked one of the representatives to put the amount on hold while I wait for the proof of how they applied my payment she said she could not. My payment should be applied towards the hysteroscopy as I was told.
Business response
02/07/2024
We have forwarded your concerns to our **************** to review your concerns. Consumer satisfaction is our number one priority, and we aim to resolve this issue in a timely fashion. We will continue to work directly with the consumer moving forward.
Customer response
02/14/2024

Complaint: 21235458

I am rejecting this response because:
Consumer
Most Recent Message
Date Sent: 2/11/2024 9:25:04 PM
Thank you for your assistance. To date I have not heard anything from Advent Health regarding this issue, but on 02/09/2024 I received a message that they will be sending me to collections. Very disappointed that they want to send me to collections but still cannot provide proof where my entire $698.34 payment went. As I indicated, they got paid by my insurance company over $ 27K plus my $698.34 payment. They indicated only $345.21 out of my $698.34 was applied towards the Surgery at AdventHealth Altamonte Springs Operating Room on 08/07/2023 and all I need to know is where the balance of my copayment went for a $28K "botched surgery" that I had to redo. I always pay my bills timely. I work very hard and the last thing I want is to ruin my credit for something that can be resolved by simply providing a statement to show where my payment went. I have been asking since 2023. It really is sad that I wasted my valuable time on this matter. Not to mention time wasted to do an unnecessary procedure. I felt that I was taken advantage of and all I get was I am sorry, not sure what happened. ****** learned, I will try my best to never use AdventHealth again for anything, by Gods mercy. From speaking with friends and family about my experience they have also advised they have had bad experiences at Adventhealth and some vowed not to use them again. It is very unfair practices on their behalf, and I will not let this end here. As an individual, it seems the only option we have when dealing with large corporations is to seek legal counsel.

Sincerely,

*********************
Initial Complaint
01/29/2024
Complaint Type:
Service or Repair Issues
Status:
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.
My husband has been going to Advent Health Primary Plus Apopka for going on a year now. We have been dealing with NOTHING BUT PROBLEMS! I was hoping things would sort out, but they haven't and not my husbands health is at risk. I have been asking to speak to someone about compliance, I have been given a number and had to lave multiple messages without a call back. I have spoken to the office manager about the concerns, and issues and I have been told they are working on staffing and things will improve. They HAVE NOT! My husband is scared and I am unable to get him the help he needs through his provider! This office has drawn blood from him and lost it, they have brought him in to review test results and lost them and couldn't review them that day, they have ordered labs and not entered them into the system, so when we show up at the lab place they are unable to draw them. They make us run around in circles and waste our time. Now my husband is facing an issue that is very scary to him and although his results are in his chart, and abnormal, they have not called us about them. I scheduled an apt today so he can try to get some answers about the tests, but was unable to get blood work done, again, because the labs were not in the quest system. The office originally said they could draw the blood there, but late told us they only do it on certain days. I cannot get anyone from Advent Health to call me back about this horrible office. I need something done. I cannot get him into another office fast enough to take care of his current problem!
Business response
02/07/2024
We have forwarded your request to the appropriate department. Consumer satisfaction is our number one priority, and we aim to resolve this issue in a timely fashion. We will continue to work directly with the consumer moving forward.
Customer response
02/07/2024

Complaint: 21213665

I am rejecting this response because:
Telling me it was sent to the appropriate department does not help. I need to speak to someone regarding the issues at hand. This response is just another way of pushing me off.

Sincerely,

***************************
Business response
02/13/2024
We have forwarded your request to the appropriate department. Consumer satisfaction is our number one priority, and we aim to resolve this issue in a timely fashion. We will continue to work directly with the consumer moving forward.
Initial Complaint
01/23/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Adventhealth no longer settles debt, when I received a bill for an amount over the out-of-pocket *** for my insurance I resubmitted it to the company with a dispute form per policy, and was told that it was received and would be processed and to check back in about 4 weeks to see if it was resolved. I received a bill in the mail for substantially less, and called to pay over the phone, and was told that my bill had been sent to collections already, while still within the window of the dispute. The operators at the billing department also refuse to let anyone escalate their complaints or speak with a manager.
Business response
02/02/2024
AdventHealth is currently reviewing the Consumer concern. Consumer satisfaction is our number one priority, and we aim to resolve this matter in a timely fashion. We will work directly with the consumer moving forward.
Business response
02/05/2024
The patient complaint was that we do not have settlement reduction offers which is correct. His ED **** was coded and ****ed correctly with his insurance company leaving him a patient responsibility of $2,952.59. If a claim is ****ed correctly, we do not re**** their insurance. His call was escalated to a supervisor who did offer him a settlement offer discount of 20% to which he accepted.
His account is a zero balance, and we consider this complaint resolved.
Initial Complaint
01/17/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I went in for a consultation on July 10th. It was for the doctor to provide options for treatment. I was told to pay up front since I didnt have insurance. All I did was talk to the doctor about my options for treatment, nothing else was done on my visit and now Im getting a bill for $411 which Im responsible for after deductions. I cannot believe that for a simple consult Im being charged $1800. Thats outrageous and I was supposed to go back for a follow up - I decided to go else where and they did a better job at looking at my foot and it cost me the office visit only. I cannot believe that they would not tell their patients how much they will eventually charge for a visit.
Business response
01/18/2024
We have forwarded your request to the appropriate department. Consumer satisfaction is our number one priority, and we aim to resolve this issue in a timely fashion. We will continue to work directly with the consumer moving forward.
Initial Complaint
01/14/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Advent Health ************ as well as the Office of ******************************* has been unprofessional and unethical to say at least. We have been dealing with bill since March 2023 and by June 2023 despite numerous calls with the billing **** assuring us DX codes will be reviewed and placed on hold, the bill has been send to collections incorrectly. Advent Health remedied the mistake by retrieving the bill from the collection agency in fall 2023. This process took us numerous hours to deal with THEIR mistake. In Winter 2023, we have been advised by our insurance as well as AdventHealth billing **** to reach out to the physician's office. We have made at least 10 phone calls as well as sent emails at no prevail. The office managers refuse to answer our emails or phone calls. Ignoring a patient's questions is NOT the way to conduct business. I have proof of phone logs and emails.
Business response
01/18/2024
We apologize for any inconvenience you experienced while at our facility. It is through your valuable feedback that we have an opportunity to learn and grow in order to consistently meet and exceed our goals. We have reached out to the consumer by the email provided for additional information so that we address any and all concerns about this visit.
Initial Complaint
01/11/2024
Complaint Type:
Service or Repair Issues
Status:
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.
On November 17 of 2023 I went to this location for an MRI. I was told by another advent health location it would be 390$. When I went in on the 17th I paid this at the front desk and was sent to the waiting room and later had the mri done. At no point did anyone inform me that there was also a separate charge for the results that I would later be billed for. Having to pay for the mri and then the results as a separate charge implies that I am able to have an mri done and opt out of getting results. It makes no sense. I got no phone call, no email, and again no one told me at any of the advent locations that this was the case. I have the results in my account but I have not had any one explain what they mean to me.
Business response
01/16/2024
We have forwarded your request to the appropriate department.Consumer satisfaction is our number one priority, and we aim to resolve this issue in a timely fashion. We will continue to work directly with the consumer moving forward.

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