Complaints

• Initial Complaint

  11/30/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On Monday, Nov. 18th, 2024 I visited Advent Health Urology at ***************** to see PA **. ******* The visit was very underwhelming and I feel as if I received substandard care from **. ******* Not only was this a follow up visit to an ultrasound that my ************ Physician had ordered (which the ** was supposed to review before hard) but the ** did not perform any exam at all and simply said he could not help and I needed to get more tests and also to take ******* for pain (which I already have been for years when the issue flares up). The whole appointment was approx ***** seconds before he left the exam room as quickly as possible. Upon leaving I asked to speak to a manager with a receptionist named ****. Upon no one calling me back after a week I called in and spoke to a ******, who did not identify herself as the nurse who saw me, and not only began to argue with me when I realized who she was but also said that I didn't know what I was complaining about. I want a refund of my $40 copay to see a specialist as **. ****** was obviously not interested in resolving my ongoing chronic pain that I have been dealing with or interested in providing care and was not prepared to treat me or my symptoms and provided very substandard care. In addition I have requested a manager from the practice several times reach out and the only one who responds is a nurse who changes her title every time I speak to her.

  Business response

  12/06/2024

  Mr. *************** you for taking the time to share your experience with us. We apologize for the dissatisfaction you are feeling after your visit and want to work to restore your trust. We have connected with our operational leaders for review of your feedback, including the staff interactions you referenced.   Our office manager has made 4 attempts to reach you at the contact number we have on file, leaving 2 voicemails for your convenience; we look forward to the opportunity to connect with you for resolution.  In the interim, we have escalated your clinical concern to our physician leader who has ordered additional testing and will be partnering with you on next steps for your care.  We invite you to contact us if you have any further questions or concerns. We send you well wishes for a full recovery.
  

  Customer response

  12/10/2024

   
  Complaint: 22621391
  
  I am rejecting this response because: Yes, I have received the voicemails and I have attempted to follow up but am left on very long holds.  I am satisfied so far but I was told on the last voicemail that I would be receiving a refund of my copay and I have yet to receive it or any confirmation that a refund has been initiated. 
  
  Sincerely,
  
  ******** *****

  Business response

  12/17/2024

  Mr. ****** the refund was processed to your credit card on December 16th, 2024. Thank you giving us the opportunity to make this right. Please contact your physician's office should you need any further assistance.  Continued best wishes on your healthcare journey.

  Customer response

  12/18/2024

   
  Complaint: 22621391
  
  I am rejecting this response because: Yes, the refund was processed on December 16th however later in the same day I was re-billed by ************* for the same Co-Pay for that Dr ******  I found out that I was charged the wrong amount when I first arrived (I tried to tell the receptionist that but she was too busy playing on her phone).  So yes I was refunded but I was refunded the amount that I was overcharged and AdventHealth then recharged me for the visit.  In addition I have tried several times to call back but AdventHealth is NOT telling you that this office does not have a phone number. You have to call another office of the ****************** and then only if they want to speak to you will they transfer you.  It is impossible to call into the ***************** location so while they have called and left Voicemails I am UNABLE to call back as when I call in they are always "unavailable" or the system is down.
  
  Sincerely,
  
  ******** *****

  Customer response

  12/21/2024

  AdventHealth has now reversed the refund so they did not provide a refund at all

  Business response

  01/03/2025

  Thank you for allowing us to research this complaint further as there was some delay due to the holidays. We have been able to confirm with all parties involved that the customer did receive the refund that was processed. We have attempted to make contact with the customer to provide him with the tracking details so he can contact his financial institution if he is not seeing the refund. However, we have been unsuccessful at contacting him. We will continue to try to make contact. We will also reply to his most recent communication to advise him of the same. Thank you.

  Business response

  01/08/2025

  Hello Mr. ****** We received confirmation that your refund was processed. Please check with your financial institution to ensure the refund was applied to your account. Our practice leaders have attempted to contact you via phone and have left you a voicemail with the information. A follow up email was also sent. Please let us know if we may further assist.

  Customer response

  01/08/2025

   
  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.  I feel more comfortable now having a voicemail and a written email from AdventHealth in regards to the refund of the deductible. 
  
  Sincerely,
  
  ******** *****

• Initial Complaint

  01/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Regarding ************************* 12-28-2004 date of service 9/6/2023 Acct number ********* *************************************** F/U visit. I received denial of payment notification from Advent Health regarding my son's follow up visit. First notice 11/2/2023. Second Notice 12/14/2023 Third notice 1//16/****. Each time I received a notice I called the billing **** at ************. Spoke with Chatera 12/13/2023. Spoke with ****** 1/5/****. Spoke with ***** today 1/30/24. Each time the Advent Rep has taken our correct insurance info and claimed they would resolve the issue. Each time the problem was NOT resolved. I received my third denial letter yesterday, Jan 29, ****. Today the Advent Rep tried to tell me the same as the other reps and take my insurance info. I explained, again, that I have given the correct insurance info each time. Two Advent Reps claimed it to be a BCBS issue. I have spoke with BCBS 3 times. There are NO claims submitted for 9/6/2023 from Advent health. BCBS has NO CLAIMS. Your rep today, *****, told me I have to call BCBS and ask for coordination of benefits. I did. BCBS stated again, there is NO claim submitted from Advent health. I WANT THIS RESOLVED!!!!! I tried to get BCBS to call your billing ****. Advent health took the insurance info, again, but would not speak further with *** from BCBS. Today, BCBS told me that one of their Reps would look in to this and call me back. I'm still waiting. Our BCBS ID: EOVM ******** group: ***** PLEASE FIX THIS BILLING PROBLEM!!!!!I have been to Advent Health many times. THIS PROBLEM MAKES ME NEVER WANT TO RETURN. I give your billing **** an F

  Business response

  02/07/2024

  Thank you for contacting us and giving us the opportunity to investigate this billing concern.  ***************** Services will be refunding the co-pay for this visit along with resolving the balance with the correction to the claim as there was a billing error which resulted in the initial claim denial. In addition to the co-pay refund and zeroing of the balance, customer service representatives involved will undergo additional process and service training. The caregiver has been contacted regarding the initial billing review and a voicemail was left regarding the zeroing of the balance. ***************** Services made contact with patient's mother on Friday February 2, ****, before closing the investigation.

• Initial Complaint

  10/28/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I received a bill from Credit Collection Services on 10-27-22 concerning bill dated 7-16-21 from****** Diagnostic for $443.80. I immediately paid this by phone on 10-27-22 by Credit card. Confirmation *******. I don't want this showing up on my credit report. I dispute this bill because I don't believe I owe it because Dr. Samara K********** coded it wrong. It should be covered and paid by Medicare according to her. There were problems with Advent Health Medical Group correcting and sending new codes. She closed her practice without correcting and re-sending new codes. Nicole F**** office manager for Advent Health Medical Group received three times from me the copy of bill to resend correct codes to******. There were problems with****** saying they received new codes and had billed Medicare but later said they couldn't find the new code information and requested that Advent Health re fax them. Quest told me numerous times they were placing hold on account to investigate and that it could take 45 days or longer for insurance to process and not to pay bills I received because it was considered pending. I wanted to pay but was afraid it would mess up the process. At one point I was told that if I paid then Medicare would not pay. I was reassured each time I called that this would not be turned in for collection. Nicole F**** has not resent new codes and my only way of contacting her is at the Port Orange Medical Group office through the new Doctor's staff. She has not kept me updated as I requested. She works out of several offices and I have not been able to get a phone number to contact her other than new doctor's office. I will still pursue getting her to send correct codes but would appreciate your help. I also don't want this on my credit report. I took a photo of documentation as I could not upload another way. I am also mailing these to Longwood Florida location. Thank you for your help. ***** ***********

  Business response

  11/22/2022

  Business Response /* (1000, 5, 2022/11/03) */ Better Business Bureau, This response is to help provide some insights into the service breakdown shared by ***** ****** to your organization regarding their experience at AdventHealth Medical Group. After reviewing the listed concerns, the appropriate leadership teams contacted ***** ****** to discuss their experience with the level of care provided at AdventHealth. AdventHealth Medical Group has apologized to ***** ****** for their experience with the coding errors and communication. Additionally, contact information has been offered if any further concerns need to be addressed. Our conversation with ***** ****** resolved their grievances and a resolution was found to meet their needs. Consumer Response /* (2000, 7, 2022/11/12) */ (The consumer indicated he/she ACCEPTED the response from the business.) I received a call 11-3-22 from the Advent Health Medical group and they apologized for not taking care of recoding the bill. They talked to the****** lab and were told because it was over a year they could not recode it but when****** Diagnostics saw that I had paid the collection agency for the bill,****** said it could be recoded and that they would reimburse me the amount I had paid. Advent Health Medical Group also told me that they called the collection agency who would not discuss anything with them but that it would probably not be on my credit report. I haven't confirmed any of this with****** or the collection agency yet. If I receive a reimbursement, I will be satisfied. Advent Health manager also gave me a contact number if I have any other concerns. BBB also gave me a contact for BBB office in the state the collection agency is located. Thank you BBB for getting results on a situation that was unresolved for almost a year and a half.

• Initial Complaint

  10/27/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I had blood work done on 4/25/22, medicare will not pay due to coding issue Office manager Marcie will not return phone call or email Dr N***** doesn't take calls according to his medical assistant. Called yesterday 10/26, told Marcie would call me right back. Never did Left numerous messages w/o any response Just received the 3 late bill notice.

  Business response

  11/16/2022

  Business Response /* (1000, 5, 2022/11/01) */ Better Business Bureau, This response is to help provide some insights into the service breakdown shared by Mrs. ****** ******** to your organization regarding her experience at AdventHealth Medical Group. After reviewing her concerns, the appropriate leadership teams contacted Mrs. ******** to discuss her experience with the level of care provided at AdventHealth. AdventHealth Medical Group has apologized to Mrs. ******** for her experience with the coding error and other issues she discussed regarding communication. Mrs. ******** has been offered contact information if any further concerns need to be addressed. Our conversation with Mrs. ******** resolved her grievances and a resolution was found to meet her needs. Consumer Response /* (2000, 7, 2022/11/01) */ (The consumer indicated he/she ACCEPTED the response from the business.) After contacting BBB and their Experience Team, l was contracted by the Office Mgr. who has resubmitted my claim and has assured me that this matter will be resolved to my satisfaction. It may take 3-4 weeks for the claim to be processed but l have been provided with phone number where l will be able to reach someone.

• Initial Complaint

  10/11/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  unable to get medical care due to Advent referral department. primary doctor, Dr. John B****, forwarded a referral to the referral department on sept. 16 ,2022. It has been almost a month and Advent Referral department continues to say they have a portal problem. Nancy needs to see a cardiologist. patient----************* dob----********* Advent Referral Dept.---1-800-605-5391

  Business response

  11/09/2022

  Business Response /* (1000, 5, 2022/10/17) */ Better Business Bureau, This response is to help provide some insights into the service breakdown shared by Mrs. ***** **** to your organization regarding her experience at AdventHealth Medical Group. After reviewing Mrs. ****'s concerns, the appropriate leadership teams contacted Mrs. **** to discuss her experience with the level of care provided at AdventHealth. While addressing Mrs. ****'s concerns, AdventHealth shared the pretext for the delay in the referral process and assisted in scheduling appointments for the requested providers. AdventHealth has apologized to Mrs. **** for her experience with the referral process with AdventHealth Medical Group and offered contact information if any further concerns need to be addressed. Our conversation with Mrs. **** resolved her grievances and a resolution was found to meet her needs.

*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. ↩