ComplaintsforADVENT
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Complaint Details
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Initial Complaint
03/10/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On 01/09/2024 I agreed to take a Sleep Study with Advent.Before I agreed, I asked if my insurance would cover it and they said that my insurance would cover the study.I recently received a bill for $471.45 for the sleep study. They did not tell me that I would be responsible for that amount when I asked.I called them and that said there is nothing that they can do about it and that I need to pay that amount.Business response
03/19/2024
ADVENT appreciates the feedback. We understand insurance is complex. Although an insurance carrier may cover home sleep study testing, the covered amount is applied to the patient's annual deductible. Our Revenue Cycle Management Team reviewed this complaint along with the applicable medical record documentation and billing records. No issues or errors were identified, and all billing and reimbursement appear accurate. We encourage you to call us directly at ************ to discuss any further questions and possible payment options.Customer response
03/19/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I specifically asked what the cost of the sleep study would be and the receptionist said that with my insurance, one sleep study would be covered per year.Since I have never had a sleep study before, I decided based on that information to get the study.
She never mentioned that a deductible may need to be met or what the cost of the sleep study could be.
This is a very deceptive way of doing business.
Regards,
***********************************Business response
03/20/2024
Thank you for your feedback. We encourage you to call us directly at ************ to discuss any further insurance questions you may have.Initial Complaint
03/09/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Initial visit/assessment was $1,095.57.My copay helped but the surprise, additional $700 surgical procedure was not covered. Read other 1 star reviews and youll see the same charges and billing practices!I was excited to finally get some answers and improve my breathing. They were in-network and their providers were actually recommended when searching through my health network website.The office was clean, front desk personal were nice. I was required to pay an upfront copay, this matched what I was expecting based on my insurance plan, so no surprise or issues there.I thought the PA I worked with was very knowledgeable and thorough, or so I thought. As part of the initial exam I was told they needed to do a nasal endoscopy. Next, I was told a CT was wanted but that insurance wont cover it until at least two rounds of antibiotics were tried. So antibiotics and nasal sprays were ordered, a CT scan was scheduled for a few months later and I was on my way.About a month later I received a large bill for a surgical procedure. The nasal endoscopy was billed as a separate, surgical procedure and not covered by my insurance. I had no idea this was not part of the initial visit and was being charged separately, let alone as a surgery to my insurance.Initial visit billed at just under $398.18, thankfully only $30 copay Separate surprise surgery billed at $700.39, cost reduced for in-network with BCBS but $382 billed out of pocket There was no discussion that the nasal endoscopy would be an extra charge and was led to believe it was included as part of the initial assessment, not an additional procedure and bill.Business response
03/19/2024
ADVENT appreciates the feedback. ADVENT is a patient-centric organization that strives to deliver results in an efficient manner for people, which is why medical evaluation and treatment starts at the first visit. In effort of transparency, documented patient acknowledgement is obtained before a service is performed and our Revenue Cycle Management Team reviewed this complaint along with the applicable medical record documentation and billing records. No issues or errors were identified, and all billing and reimbursement appear accurate. We encourage you to call us directly at ************ to discuss any further questions and possible payment options.Initial Complaint
09/08/2023
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
I went in for a free consultation that was advertised on the radio (*****) and was told during registration no health care card was need since this was a free consultation. I was then charged ******. I had called and the help line said they never do any free consultations.Initial Complaint
06/12/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On March 16, 2023 Advent performed surgery on my sinuses. The surgery required 2 different areas of the sinuses. After the surgery I was told by the surgeon they could only do the upper sinuses because the lower sinuses were too swollen at the time. The follow up with the surgeon was appx 4 weeks later. The surgeon told me they could NOT complete the surgery and simply told me they could not help me any further. I asked why and was never given a solid reason why. I left completely dumbfounded. The next day I received a letter from ******** stating that the surgery was never approved. Before the surgery I asked on several occasions if ******** approved the surgery and I was told YES!. Now that I was completely lied too by Advent and the surgeon, I am living with an incomplete surgery and absolutely confused on what to do. The surgery that they did do almost 3 months ago has created constant bleeding in my nose. I called Advent and I was told again they couldn't help me. I have bad headaches and consistent bleeding from the surgery. Advent left me with issues that I have to figure out by myself. Perhaps an attorney can help me.Business response
06/26/2023
ADVENT is in the process of investigating and gathering facts related to the complaint filed. We will need a 30 day extension to respond to the complaint.
Initial Complaint
03/13/2023
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I've been a patient with Advent for several months. Recently I received a billing statement. On this statement, it states that I can pay the amount due at their website. However, when I enter my account number with my date of birth, I get an error message saying that there's no record in the company's system. Multiple phone calls to their billing department have gone unanswered. No one is picking up the phone. Despite the fact that I've left several voicemails requesting a call back, no one is responding. I need to speak to someone to resolve the matter.Business response
03/23/2023
On 3/13/2023, a representative from the ADVENT billing department spoke with the patient and resolved the billing issue. Patient was satisfied and nothing further was needed.Customer response
03/23/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,
*********************Initial Complaint
02/17/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
Date of visit: 01/06/2023 Account Number: ************ Procedure billed: Nasal Endoscopy $700.39 This 5 minute office visit was billed as a "surgical procedure"This was the third follow-up office visit and no anesthesia was used as would ordinarily be used during an endoscopy procedure. Nothing more was done or checked than could have been done by my primary doctor. The check into my nasal lasted literally 10 seconds and was not deep enough to warrant a $700 "surgical procedure" coding. After receiving a bill, I immediately called the clinic and spoke with someone. I received a call back with no resolution whatsoever.Business response
02/28/2023
2/22/2023 - Phone call discussion took place with patient and discussion of charges and how they applied to his deductible was completed. Patient acknowledged understanding.
In order to resolve patient's dissatisfaction ADVENT completed service recovery of patient's remaining balance.
Patient was satisfied with the resolution.
Initial Complaint
11/30/2022
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I received a bill dated 11/7/2022 for $700.00 for an appointment on 11/1/2021 that I didn't have. My last appointment with them was in October 25,2021 account #mm0000021194 when I had insurance with UMR and Tricare as a secondary. all appointments after that were canceled.Business response
01/09/2023
Review of appointment history and visit notes identifies patient did have visit completed on 11/1/2021 and claim was denied by insurance. Upon receipt of denial, communication was sent to patient but no response received.
Amount due was moved to patient responsibility and receipt of bill caused patient to contact office, when ADVENT employee tried to explain why claim was denied - the patient stated she never had the service and disconnected the call.
Due to the age of the account and the patient dissatisfaction, ADVENT has decided to make a write off adjustment to the patient's balance as a service recovery effort.
Patient was contacted by Director of ************************ and a message was left to call back to receive update on account.
Customer response
01/09/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,
*********************Initial Complaint
11/29/2022
- Complaint Type:
- Billing Issues
- Status:
- Resolved
On 9/2/22, I went to Advent ENT Clinic in **********, **, to consult an ear, nose, and throat physician specialist, but instead, I was seen by a medical assistant named *******************************. She saw me for about 10 minutes, and despite telling her that I had a raspy voice and horrible sinus pain, she just told me to continue with the Fluticasone I was already using and scheduled me for an allergy test and sleep study. I canceled any further appointments with Advent; however, I received a bill from her for ***** minutes consultation for $258.63 and a NASAL ENDOSCOPY DIAGNOSTIC UNI/BI SPX (*****) for $700.39. ****** did not spend 30 to 45 minutes with me and NEVER did a nasal endoscopy on me. She is lying.I am a Doctor of Physical Therapy familiar with this type of diagnostic testing, and I can attest that a nasal endoscopy was not performed on me. If this was done, how is it that Advent has not given me a report? I called Advent multiple times at ************ to complain about their fraudulent billing, but I got their answering machine. Anyway, I left several messages for them requesting to remove the endoscopy charges, but they kept sending me the same bill. I also notified my insurance company, ******************* of Advent's fraudulent billing practices. Please refer to the attached files.I would appreciate it if the BBB could help me with this situation.Business response
01/09/2023
Review of visit note documentation identifies that Endoscopy was performed on patient during 9/2/2022 visit.
As a service recovery and due to patient's confusion about procedure being completed, the cost of the endoscopy was adjusted and written off the patient's balance.
A message was left for the patient to call the Director of ************************ to discuss the update to account.
Customer response
01/13/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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 regarding the removal of the charges for the endoscopy. I need to clarify that there was not confusion of my part as the Advent's representative claimed. They DID NOT perform any type of endoscopy to me.
Regards,
*************************Initial Complaint
05/19/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Re: Acct # ************ Had sinus surgery in March of 2020. Needed followups for the next 2 months to make sure things were healing properly. Followups were mostly done virtually because of COVID and consisted of discussing if my breathing has improved, etc. The only thing diagnostic was for me to tip my head back and show my nostrils to the iPad camera. The problem is that at some point after my surgery, ADVENT was no longer in network with my insurance, WEA Trust. I was not informed of this before my visits that are being disputed. A couple of out of network virtual visits were covered by WEA Trust based on continuity of care. The 3 visits being disputed were not considered continuity of care because they were with providers that I had not seen before when ADVENT was in network. I saw a different physician’s assistant almost every time. Why should I be responsible for these charges when the visits were also continuity of care? ADVENT needs to work this out with WEA Trust.Business response
06/03/2021
We currently have our Revenue Cycle Management Team reaching out to the insurance to understand the situation and discuss the possible options. We apologize for the delayed response but will work with the patient and the insurance company as quickly as possible in hopes of a mutually agreeable resolution.
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Contact Information
Customer Complaints Summary
9 total complaints in the last 3 years.
4 complaints closed in the last 12 months.