ComplaintsforAdventHealth
Hospital
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
07/20/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
Complete and total incompetence at this Dr's office and with his billing. See attached letter for what happened as this space does not allow the characters to fully explain the situation.Business response
08/24/2023
Called patient and he declined our call, stating that he hasn't received services from our medical group.Initial Complaint
07/20/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I had an emergency on 10/30/21. I went to the adventhealth locate in Downtown Orlando (601 E Rollins St, Orlando, FL 32803) for a check up. I present my insurance card for ambetter policy ************ to cover all treatments that I required that day. After that I received via mail the charges for that day. The insurance cover one part and you have to pay a percentage of the bill. But I have received a particular charge for $226.00 that is not cover by insurance, I call them to know what happen and why this wasn't cover for my insurance and they state that they cannot find my policy, so I ask them why the other charges were cover with same policy if is the same hospital and they state that they are an outsourcing for the hospital. After this a called my insurance company and ask why this charge was not covered with my policy and they told me that it was bad coded from adventhealth and they have to resubmit this but they refuse to do it and now they want to sent me to collectionsBusiness response
09/09/2021
Business Response /* (1000, 12, 2021/08/19) */ Thank you for contacting AdventHealth, we appreciate the opportunity to review your concerns. You have requested a review of the above referenced account. We received the complaint filed with the Better Business Bureau (BBB), case number********* on July 26, 2021. After reviewing all your visits with AdventHealth with the information provided in the complaint we are unable to locate a visit with AdventHealth for date of service 10/30/2021. 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 Consumer Support Center at Phone: 407-303-0500, Toll Free: 1-800-952-5462 or email address [email protected]Initial Complaint
06/29/2021
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I have been consistently making payments on a payment plan and was suddenly sent to collections. When I called in regards to this, I was told that the plan would be reinstated and I made a payment in April as asked. Then the bills stopped coming, and when I checked my balance online, it said I owed 0.00. Today, I have again been sent to collections, and no one from Advent is helping to resolve this issue.Business response
08/06/2021
Business Response /* (1000, 12, 2021/07/26) */ A member of our customer services team who specifically handles billing service reached out the consumer to listen to their situation. The billing services specialist verified the account was removed from collections and the payment plan was in place. The consumer requested some additional clarification and the specialist relayed the message to leaders who reached out to the consumer to follow up. It appears there was a communication disconnect with how the payment plan was initially set up. The leader answered all of the consumer's questions and clarified any confusion. The consumer understood the process and was provided a contact should they need any further assistance. The consumer was pleased with the outcome. Consumer Response /* (2000, 14, 2021/07/29) */ (The consumer indicated he/she ACCEPTED the response from the business.) While I appreciate the call back by Advent, I am hardly pleased with the process or the time taken to have the matter resolved by the organization. The overall mismanagement by Advent and their 3rd party billing and collection agency is unacceptable. There is currently no central point for the patient to express concerns or resolve billing disputes created by their 3rd party. Simply hiding behind a contracted company when billing is disputed, or issues arise in no way instills faith that you stand behind your values of Quality and Service Excellence and/or the High Ethical Standards that you exalt in your mission statement.Initial Complaint
06/22/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Dr. Jasom F********* Advent Health Why is this doctor accepting new patients when he cannot accommodate "established" patients for a sick visit for months? The receptionist tells you to go to the ER/urgent care. I believe a the Primary Care Physician has a moral responsibility to attend to his existing patients for minor ailments.Business response
08/02/2021
Business Response /* (1000, 17, 2021/07/13) */ The director of practice operations, Hugh G******, reached out the consumer as the consumer had used a couple of social media venues to share her experience with AdventHealth. Hugh connected with the consumer and listened to her as she provided an account of her experience with AdventHealth. Hugh acknowledged and responded to the consumers complaints and questions. He was able to provide some education to the patient regarding processes that are in place due to the nature of healthcare to remain compliant with state and federal regulations. Hugh worked with the consumer on a resolution and will be providing education to his team to improve consumer communication to improve so this situation does not occur in the future with this consumer or another. The consumer was thankful for Hugh for reaching out and satisfied with the outcome or the situation in regard to her experience.Initial Complaint
06/16/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
I've been asking since February to have my Quest bill from 1/8/2021 corrected by recoding the bill for a wellness check. with ******** ***** * ****** ********. I've been assured by staff that they "sent in" the recoding and that the bill should be corrected. To date, Quest has not received any recoding or correction. My account in now in collections and this is affecting my credit in a very negative manner. I aske repeatedly to PLEASE assist me with this matter? Quest told me today that they DO NOT receive faxed information and that it must be by telephone call. My doctors office staff repeatedly claims the corrected it, but only today 6/16/21, Steve from the office told me that it had not been recoded. I will now have to pay Quest personally for their coding error $302.96, which should have been zero as it was labs for yearly wellness.Business response
06/28/2021
This patient has not been seen at AdventHealth Sebring nor any of it's associated provider offices. Please redirect to the correct entity.Business response
08/23/2023
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
06/14/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
I received a $50.00 refund check (#*****) issued on 5/19/21 for a "Honduras 2020 AHU cancelled trip" that was purchased on my Capital One credit card on 1/22/20. I did not notice it because I do not use my credit card often and it was such a small amount it did not raise my payment amount. That's when I went back and check my statements and found the date of the charge. I have never heard of this business nor anyone associated with this business. Someone made a fraudulent charge using my credit card from this establishment. I did contact them asking for an explanation when I received the check but did not receive a reply.Business response
07/28/2021
Business Response /* (1000, 9, 2021/07/01) */ Advent health has contacted and is currently working with the Consumer 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.
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Customer Complaints Summary
105 total complaints in the last 3 years.
54 complaints closed in the last 12 months.