Business Profile

Hospital

AdventHealth

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Complaints

This profile includes complaints for AdventHealth's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

126 total complaints in the last 3 years.
37 complaints closed in the last 12 months.

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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:03/07/2025
Type:Service or Repair 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 scheduled an MRI appointment 4-weeks ago. Over those 4 weeks, I was contacted by Advent Health at least 6 times because they could not find my orthopedic surgeon's name in their system. I continued to spell his name, gave them his clinic's address, everything, but still, I would get a call asking who was the subscribing doctor. I received a call the day before my scheduled appointment saying my insurance had not yet approved the **** so I could pay $850 or reschedule. I called my health insurance company and they said they just got the order that day. As a side complaint: I made a physical therapy appointment around the same time with Advent Health in ***********. Somehow, someone changed the location in the system to ******, over 8 miles away. My doctor's office said they too have problems with Advent Health getting the MRI's and Reports back. They suggested I go elsewhere.I'm not sure what is going on with Advent Health, but needless to say, I have been in pain for 4-weeks waiting on an MRI and physical therapy because of their incompetence. I will be seeking other facilities for my healthcare.
Business Response
Date: 03/12/2025
AdventHealth is currently reviewing the consumer's 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
Date: 03/19/2025
Business
Most Recent Message
Date Sent: 3/19/2025 10:13:42 AM
Authorization was initiated however clinicals were required. We successfully contacted the provider's office regarding the clinical request, but they never sent them to the insurance company resulting in no approved authorization.

We contacted Ms. ******** on 03/06 that the authorization was still pending clinical review. We offered her self-pay options to continue with the appointment. Patient didn't verbally decline, but did cancel later that day.
On 03/07 our authorization supervisor attempted to contact Ms. ******** due to her dissatisfaction on our survey for her scheduled appointment. And to hopefully explain our attempts to contact the provider for clinicals for authorization. Unfortunately, Ms. ******** did not return our calls.
Customer Answer
Date: 03/20/2025

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.
Consumer
Most Recent Message
Date Sent: 3/19/2025 9:27:18 PM
The response received is highly inaccurate and does not address any of my initial complaint items; however, I did speak with their Customer Experience representative and had a chance to share my experience of incompetency with her. I am satisfied that she will investigate and resolve the issues so no one else has to go through what I did. I have chosen to use another facility for my MRI and my physical therapy. No further action is necessary. Thank you.

Sincerely,

******** ********
Initial Complaint
Date:03/05/2025
Type:Order 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.
On November 18th I went to AdventHealth Urology **** **** and had an exam with ****** ***** and was complaining about Testicular pain. Dr. ***** did NOT provide an physical exam and I had issues with the way the exam went. After speaking to the Urology practice manager ****** **** I was told that following the ** scan I had a Dr. ******* would be providing a follow up evaluation and that would be of NO cost to myself. I had the ** Scan last week Monday and it was found that I had a hernia (which could have been found had Dr. ***** provided a physical exam) however I have not been provided with a follow up. I attempted to contact the ****************** and was told by an ** who answered the phone that Urology is no longer involved since it's a hernia and that it would be solved by someone else so now I Have to pay additional fees while i'm still in pain when ****** **** said that I would be provided a follow up with Dr. ******* at no cost to myself which is not what is happening. I am also questioning why a non-** is following up.
Business Response
Date: 03/12/2025
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 Answer
Date: 03/16/2025

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:02/24/2025
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.
2/20 dauhter in law and two grands were in an accident at the entrance of the hospital and brought to the ** in an ambulance. My daughter broke her hand and was referred to the ortho surgeon through advent. All Insurance was verified at the *** We have contacted the Ortho 4xs since this accident and they refuse to see my daughter until a Police report is obtained. ******* the Office Manager states a sling/splint "are adequate treatment" until obtained. I am a claims adjuster. The Police report takes ***** days to complete from FHP and another 14 days from ***** Nexus to get to the ****************** My daughter has a New born she b****** feeds and cannot hold her baby or report to her employer until her hand is treated. She cannot afford to be out of work or to NOT hold her child for 4 weeks. The denial of treatment from this establishment is astonishing! ******* the MANAG** is a very unaccommodating, rude, and unknowledgeable of her position. This is V**Y frustrating.
Business Response
Date: 03/03/2025
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
Date:01/31/2025
Type:Service or Repair 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 went into the ** for a cold at was charged over $12,000. My excellent insurance, ********** Blue Shield PPO, paid almost all of is and there is still $911.26 owed by **** am not disputing the things were performed but only how much it cost for a cold in the **. The final diagnosis was a cold and it would take a few days to go away. I told the doctor and people we just got off a cruise from ****** and I felt real sick was tired. I told them my son and daughter also got colds but seemed not as bad as **** am questioning how a doctor is allowed to checkmark every option they feel like including a CT Scan (why not an MRI and proctology exam too?). This should have been a few thousand-dollar charge. I was not in a car accident or something. The doctor told me at the time that if I did not agree to the tests and what they did then she might have to stop because she could not properly diagnosis. But what if someone just charges up more than needed simply because they notice the patient has better insurance such as I do?I want an investigation into the practices and then ask the question "What would be a reasonable final bill at an ** if a patient says they feel sick, their kids were sick, and they just got off a cruise ship?"
Business Response
Date: 02/13/2025
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.
Customer Answer
Date: 02/18/2025

Complaint: 22883661

I am rejecting this response because: They only say that $13,000 is acceptable to charge someone for a cold. Really? Is it really $13,000 to pay for a cold when you go to the ** or anywhere?

Sincerely,

****** *******
Business Response
Date: 02/20/2025
Our Auditing team has reviewed the medical records, doctor's orders and charges. Based on our review, it has been determined that the charges are appropriate for the ******************** services provided. The final consumer responsibility is determined by his insurance. If the consumer feels that the insurance made an error in determining his final responsibility, he must contact his insurance to discuss or dispute his final patient responsibility.
Business Response
Date: 02/20/2025
A formal letter has been mailed to the consumer, in which we advise that service is appropriate, and charges are correct.
Customer Answer
Date: 02/21/2025

Complaint: 22883661

I am rejecting this response because: How can someone tell me that coming into an ER stating that I have a cold and not feeling well and then charge up $13,000 in charges because I have good insurance is ok? I told them I have a cold, my kids were had colds, and I was just hoping they would give me some better ******* and help the *************** go away. The doctor recommended a CAT Scan and said I had to do it or they could not properly diagnose me. Really? All I had was a cold. She smirked as said don't worry you have good insurance and they will pay for it. That is a deceptive practice. I am not accepting this as common practice to charge someone up $13,000 in insurance for a cold. Sadly at the end the doctor told me I will still be feeling sick for the next few days so the treatment did not even work. We can go court if you want or you can drop the billing charges for this. You got enough from my insurance for a cold that was not even fixed.

Sincerely,

****** *******
Initial Complaint
Date:01/08/2025
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.
July 15, 2024 I went to advent to urgent care , I paid $100 to be seen and my insurance was also billed . I was in and out in a matter of 15 minutes . My insurance was in network . I received a bill for almost $300 after Hurricane . I applied for financial assistance and I was approved . They said my balance was zero then, a couple weeks later I received and email saying I have a past due balance . I called stating I was approved for financial hardship and bill was no longer due . They said we will put it in for review , I emailed the document that said I was approved for assistance and all documentation . Since then I have received collection calls , advent reviews , calls and messages saying I have a balance due and everytime I have called back its something else . I have documentation that they are falsifying factual information and/ or misleading information . Please advise . Today I spoke with elllouise and her manager ********* stated that the bill is not accepted with my certi care ? I have no idea what that is . I have insurance and I paid a large co pay .
Business Response
Date: 01/10/2025
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 Answer
Date: 01/13/2025

Complaint: 22786606

I am rejecting this response because: they have been given ample opportunities to address , I have done more than enough calling paying emailing to just be redirected and sent to collections and told a different story .

Sincerely,

******* ********
Business Response
Date: 01/15/2025
The escalation department has called the consumer twice with no answer; however, they left messages each time asking consumer to return call to ************* or ************** and ask for ********. ******** will be happy to assist Ms. ******** when she returns their call.
Initial Complaint
Date:12/19/2024
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.
12-11-2024 - ************* ****** (orange city - Advent Health) refused to see a cardiac patient that had been released from Orlando Health hospital on Monday 12-9-2024 - IE: hospital directives were to follow-up up with is primary and cardiologist within 48 hours. The primary was seen on 12-8-2024 which stated for him to see his cardio as required We arrived at ***************** for the 10:00am appointment - we were told a message was left for us to provide the records (Mr. ******* is not a new patient to this practice) The paper records were provided. We were then notified by ****** at the front desk that the patient could not be seen because advent health has a policy in place that HOSPITAL PATIENTS RELEASED FROM A HOSPITAL CANNOT BE SEEN WITHIN 10 TO 14 DAYS OF THE HOSPIATLIZATION RELEASE DATE. IF THEY SAW THE PATIENT THE ** WOULD NOT GET PAID. The patient was ill and were told by a male assistant to leave the office and go back to the hospital if the patient needed to be seen or was ill - but that office would not do any follow up until the 14 day pay window was open for the doctor to ************* and ********** blue shield Advent health transferred the patient to this doctor after the cardiologist the patient had was not available for a previous visit - Please do a diligent investigation of this practice and the rules about patient being treated
Business Response
Date: 12/27/2024
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.
Business Response
Date: 01/10/2025
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
Date:12/14/2024
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.
I am writing to address a serious issue regarding a bill we received at our address in ********. The bill is addressed to a patient named **** ***** (Account #: ********* and references an appointment on 7/28/2024 with Dr. ****** *********, MD, in *********** location entirely unrelated to us.Neither my wife nor I have any relationship or connection to this patient, nor have we ever had any dealings with your organization or Dr. ********** It appears that our name and address have been used improperly, potentially fraudulently, as we have no knowledge of this individual or the services rendered. We have attempted to have this corrected before by calling Advent Health but they do not fix this fraud.We demand that you immediately:Remove our name and address from your system and cease any further correspondence to our address regarding this account.Investigate this matter to determine how and why our personal information has been associated with a patient to whom we have no connection.Provide written confirmation of the removal of our address and an explanation of the steps taken to prevent further errors or misuse.Please treat this matter as urgent. If we do not receive a response within [reasonable timeframe, e.g., 10 business days], we may escalate this issue to the appropriate regulatory bodies to ensure our information is protected.
Business Response
Date: 12/17/2024
You have reached the incorrect AdventHealth region. As a courtesy I have forwarded this issue to the appropriate region for review.
Initial Complaint
Date:12/01/2024
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.
I need to get a UB04 form from my hospital stay at AdventHealth hospital in ***********. My hospital stay was from August 3rd, 2024 to August 5th, 2024. My Health insurance paid $30K+ and I got a bill from Adventhealth in Sept/Oct that I am still responsible for $1,741.81. I made a payment of $313.75 and set up a payment plan for $100 monthly. At that time I requested a **** form so that I can file a claim with my Hospital *************************** to get reimbursed in order to pay off the full balance due. I was informed that I will get the form via email. It has been months and I have called AdventHealth over 12 times and spoken to numerous people including supervisors and I have still not received the UB04 form. I have provided two alternate emails and checked my Spam folder continuously. I still have not received the form, everyone just says they are sending it again. For a $36K bill, which I have now paid out of pocket $413 so far, how can you have such technical issues that has taken so long for me to get the UBO4? Why is there no way for you guys to research this issue properly? Instead it is causing me undue stress every time I have to call and speak to a new person. I need to have this issue resolved asap because I need to file my insurance claim now before the 2024 deadline!!! I need to have this form sent to me overnight via express mail. Your hospital system is large enough to be able to accommodate your patients needs. I can not continue to pay you out of my pocket due to your lack of attention to this matter. I am also literally sick and tired of calling in over and over again without any resolve. I had major surgery at a small hospital in July and within a day or two I received the UBO4 form I needed from them. It is a shame that I have to resort to filing a Better Business Bureau complaint in order to get the help I need.
Business Response
Date: 12/03/2024
AdventHealth is currently working to resolve this issue. 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
Date: 12/10/2024
AdventHealth with the patient on 12/03/2024 and provided the requested documents to her via email as well as sent them to her home address.
This request is considered closed by AdventHealth.
Initial Complaint
Date:11/18/2024
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 was seen at Advent Health *********************************************** lab on October 30, 2024 for standard routine lab work. I previously went to *******, but my last set of labs from there never made it to my Advent Health provider (and they wouldnt simply let me email them to them). So for my next round I was told their own lab was more convenient - and so it seemed to be at first. Lo and behold, after my labs were done I was sent a bill to my patient portal - a whopping $1658 had been billed to my insurance with a remaining balance of $801. I was shocked. While I was aware I hadnt yet met my deductible, I was not expecting such a ***** **** considering I have these labs done yearly or more and have never paid this much. So I went to their website to pull their cash pricing - lo and behold my insurance was billed 3x or more in some cases what their cash price is had I not been insured. I further did some digging to see the price they would bill my actual insurance company - again, a massive difference from what was actually sent. The *** panel for example nearly 3x their listed price was charged. I called to dispute and was told there is nothing that can be done because each facility sets their price and that basically the rates I am seeing online arent true. Its a government requirement that they list their true rates. Im not saying Im unwilling to pay something, but $800 for something that I would have paid less than $100 at ******* because I was persuaded to use their lab is outrageous. They also against my permission just added the $800 in to a payment plan. Completely unacceptable.
Business Response
Date: 12/03/2024
You have reached the Central Florida South region. As a courtesy, we have forwarded your request to our east region AdventHealth. Consumer satisfaction is our number one priority, and we aim to resolve this issue in a timely fashion. Our east region AdventHealth location will continue to work directly with the consumer moving forward.
Customer Answer
Date: 12/03/2024

Complaint: 22573019

I am rejecting this response because: nothing has actually been done in this response. I have not heard from the business other than an update of them adding the $800 balance to a payment plan that I did not approve. The response is not a response in my eyes, but rather pushing the issue off with no actual intent to respond.

Sincerely,

******** ********
Business Response
Date: 12/17/2024
Patient reached incorrect AdventHealth region. We do not have access to the region this request is for. I have forwarded it to the correct region; however, patient must contact the correct region in ******
Initial Complaint
Date:10/31/2024
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 visited Adventhealth ER in ********, ** on June 9, 2024 for a suspicious rash on my leg after getting refused to be seen in ********************* During my visit, I encountered issues with the care I received from the nursing staff, and was charged 1K for medications that I did not receive. I had 2 nurses during my visit. One of the nurses attempted to insert an IV in my arm, which was a ****** painful experience that took MULITPLE attempts to get the needle into a vein --which left me bruised. The second nurse came in to administer medicine in the IV, but the liquid never went in the IV -- instead the entire dose leaked all over my arm. The nurse asked me who did my IV and told me that was the worst IV he's ever seen. He had to call in help to even remove the IV because it was mis-threaded (his words). He asked me if I'd like to get another IV or just get my medications from the pharmacy. I opted to get my medicine from the pharmacy because I did not trust the skill level of the nursing staff at this point. When I received my bill, I was charged $771 for "IV Therapy" and an additional $181 for medications during my visit, despite not receiving any IV therapy or medicine in the ***** only the failed IV attempt. I have attempted to contest these charges numerous times, but the notes from my visit were never adjusted (nurse negligence) and Advent only reviewed my complaint with the ************* only spent about 45 seconds in my room and quite literally had no idea about the incident. I included a photo of my mangled IV and they refused to drop the bogus charges. The total bill was 7K. I told them I would have paid in full had the charges been removed for services I did not receive. I refused to pay the bogus charges and was sent to collections for something I shouldn't owe. I've researched numerous other stories of others getting over billed by this billion dollar business. I'm disgusted by Adventhealth and don't want this to happen to others.
Business Response
Date: 11/15/2024
We have applied an adjustment to consumer's account. Our *************** will contact the consumer to discuss outcome. This complaint it considered closed by AdventHealth.
Customer Answer
Date: 11/19/2024

Complaint: 22497232

I am rejecting this response because:
Consumer
Most Recent Message
Date Sent: 11/19/2024 8:48:26 AM
Hello,

Adventhealth has not contacted me. What steps do I need to do if I dont hear from them? I called customer service but they will not give me any information and told me my bill has been sent to collections. Thank you in advance for the help.

Sincerely,

***** ******
Business Response
Date: 11/20/2024
This complaint has been resolved with consumer and is considered closed by AdventHealth.
Customer Answer
Date: 11/21/2024

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,

***** ******

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AdventHealth is NOT a BBB Accredited Business.