ComplaintsforAdvance Community Health
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Complaint Details
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Initial Complaint
12/12/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
At my last appointment I was charged $5 copay I have a zero copay with my insurance and all my deductible was paid for the year I should not have been charged $5and request a refund this was in September 2022 called numerous times and cannot resolve the issueCustomer response
01/03/2023
Complaint: ********
I am rejecting this response because: the case it has been answered but no refund they just keep saying they're going to refund it but it sent a letter to me and no check in the refund they admitted and the letter that they're wrong they owed me $5 but no refund
Sincerely,
**** *******Business response
01/03/2023
Good afternoon,
Thank you for allowing Advance Community Health, Inc. to respond to Mr. ******* complaint. We have been in contact with Mr. ******* and mailed him a refund of $5.00 for a copay which was charged in error. Please see attached email. Thank you.
****** ******
Chief Compliance Officer/RM
Initial Complaint
08/26/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
Beginning in February 2022, I requested my dental records from this office. I have signed the patient release form numerous times now and have been waiting for months. I requested my dental records time and time again (over two dozen times) but am told someone will be in contact with me. I have called, emailed, and personally visited the office to obtain said records with no luck. Most recently, I was told in person that they are not sure where my records are. I called CIOX, who is a third party that houses records from this office, and was told they do not house dental records only medical. This is a HIPAA violation- I have the right to obtain my records within 30 days.Initial Complaint
05/09/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
4/29/2022 I went to this business due to a cracked crown on my tooth. I paid for an emergency visit and was told I needed to have the cracked crown replaced. So, I made the appointment to do that, and was required to pay upfront to schedule the appointment. The cost of this was $752.00, which I paid when I scheduled the appointment. A few days later, on approximately 5/1/22, I received a phone call from this business. During this phone call, I was told I had an infection in my tooth and I needed my tooth removed. None of this was mentioned during my emergency visit. I was prescribed antiobiotics from this business, which a different dentist advised me NOT to take. Luckily, I went to a different dentist for a second opinion. No infection, no need for tooth removal. 5/2/2022 I had my crown replaced at ******* ********* in **** (which was a GREAT experience). I requested a refund from Advanced Community Health because: initially I had paid for a crown replacement, which they later said was an infection and that tooth removal was needed. The appointment I had paid for isn't scheduled until 5/31/2022, and has already been done by a different dentist. Initially when I went to this business for my refund, I was told it would be no problem and my refund would be issued in 2-3 business days. Yesterday 5/5/2022 when I went to discuss this, I was told it would be processed in 5-7 business days. I was given an extension that was invalid, and left voicemails with no returned call. This morning I was finally able to get in touch with someone and was told my refund was denied.Business response
05/17/2022
Date: May 17, 2022
BBB Complaint Department
Better Business Bureau
5540 Munford Road, Suite 130
Raleigh, NC 27612-2655
Re: Case # ********: ***** *********
Thank you for sharing Ms. *********** concern with Advance Community Health and thank you for allowing us an opportunity to respond. Our mission is to provide excellent health care to our patients and to our community. Patient care and customer service are our top priorities. We apologize that we did not meet Ms. *********** expectations and for a less than favorable experience.
It was confirmed upon recent of your letter, Ms. ********* voiced a complaint with our billing department on May 6, 2022. She explained that we incorrectly billed her for services not rendered and requested a $752.00 refund. After careful review, it was determined we did bill her account incorrectly. Advance Community Health Administration apologized to Ms. ********* and refunded $752.00 and $67.00 totaling $819.00 back to her account on May 6, 2022.
Ms. ********* was satisfied with Advance’s mitigation efforts. If you have additional questions, please contact me at (919) 573-8539 or by email at [email protected]. Thank you again for allowing us an opportunity to address Ms. *********** concern.
Sincerely,
****** *****, JD, MSN, RN
Risk Management ServicesInitial Complaint
09/03/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I reached out to this medical facility on June 10, 2020 as a low income sliding fee scale patient. It is now September, 2021 and this facility refuses to respond to my letters and messages being left over the past 15 months! I was injured in their parking lot in July, 2020 while getting a Covid test. This facility again refuses to contact me!Business response
10/07/2021
Business Response /* (1000, 7, 2021/09/27) */ Thank you for sharing ************* concern with Advance Community Health and thank you for allowing us an opportunity to respond. Our mission is to provide excellent health care to our patients and to our community. Patient care and customer service are our top priorities. We apologize that we did not meet ************* expectations and for his less than favorable experience. It was confirmed upon recent investigation that in March and June of 2021, several members of our leadership team did reach out to *********** on various occasions in attempts to address his concern. In addition, a full investigation was conducted, and *********** was informed of the investigation results, available options and alternative solutions. Regrettably, *********** was not satisfied with the resolution and the assistance offered. It is our goal to continue collaborate efforts with *********** to address his health care needs. If a member of your team or *********** have additional questions or require additional information, please contact me at ************** or by email at **********************.
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Contact Information
Customer Complaints Summary
6 total complaints in the last 3 years.
2 complaints closed in the last 12 months.