Complaints

• Initial Complaint

  01/07/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Show up for pre scheduled appt where i was notified days prior of no payment due can make payment plan. Upon arrival for surgery the rude woman in checkin in then told ne if i dont pay $4000 i cant have a surgery as I am puking in their bathroom. She proceeded to call me a liar bc in rhe past it never required pre pay. Exacerbated current condition and gave my mom chest pains where she was almost admitted. So between being called a ****, getting sicker and possibly mom sicker I am done with Advent

  Business response

  01/07/2025

  Situation was resolved at time of service with patient's mother. 

  Customer response

  01/07/2025

   
  Complaint: 22777977
  
  I am rejecting this response because: i was forced to pay or reschedule even thought i was told i did not need to pay more than $10-$100 i was called a liar by ur employee and my mom had heart palpitations due to ******* its not resolved when u give no options.
  
  Sincerely,
  
  ******* ********

  Business response

  01/07/2025

  Unable to confirm information, please provide details as to information of mom's admission and contact information of communication regarding responsibility. All calls are recorded and able to pull call for education purposes. 

• Initial Complaint

  11/15/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Date of Service: 4/15/2024, I arrived at the ** with a stat order for a venous doppler to check for a blood clot in my leg. The ** check-in representative (****) told me there would be a wait and that I should go to another check-in desk in the lobby of the hospital. I checked in there, and waited to get the test. At no point it time was it communicated to me that I was sent to a non-** area, and that my insurance would be billed differently than if I had continued through the **. I expected to receive a bill for the $250 copay covered by my insurance. (I have had this same exact test done at this hospital ** before). The bill I received was processed as an outpatient clinic visit, and totaled $1003.27. I am seeking for the hospital to adjust the charge for this visit to $250 copay; based on the failure of the ** check in desk employee in routing me to a non-** area to receive the urgent (stat) medical order-test.Prior to filing this complaint, my insurance company has made several requests to get this rectified. I also have spent hours on the phone and in person also attempting to speak with someone with seniority or authority to rectify this problem. Instead, I have received form letters that say I was not seen the **. This statement is correct except they have not acknowledged that the reason I was not seen in the ** is because Their Employee sent me to a non-** area to receive my care.

  Business response

  11/18/2024

  Thank you for sharing this complaint on behalf of our patient.  Patient satisfaction is our number one priority and we aim to resolve this matter in a manner that demonstrates our pledge to this commitment.  We will work directly with the patient regarding the concerns.

  Customer response

  11/22/2024

   
  Complaint: 22562121
  
  I am rejecting this response because:
  Since receiving the notification dated 11/18/2024, I have not been contacted yet by a hospital representative, and therefore nothing has been resolved.
  
  Sincerely,
  
  ******* ******

  Business response

  11/26/2024

  Call made and voicemail left to provide information following physician request. 

  Customer response

  12/18/2024

   
  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.

  I was contacted by **** from financial assistance.  We struck an agreement and compromised. They essentially met me halfway, and I was happy it was a reasonable resolution
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  05/26/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On April 16, 2023 I received a bill from Advent Health Wesley Chapel in the amount of $773.73 for DOS 11/03/20. It was almost 30 months later that I received this bill! No notification or warning that this bill was coming. My son ***********************************(minor) was treated and MISDIAGNOSED on 11-3-20 (less than 3 moths later diagnosed with lupus at *************). I received a bill in Dec 2020 I paid this bill on 12/23/20 $238.20 with my ***** After I paid this, I never heard back from Advent Health until 4/16/23 ******** in mail. I called on 4/18/23 and spoke to ****. After almost 1 hour, was told due to how old the bill is, to send an email and they would do a review. I never heard back yet I keep getting billing statements in the mail. I called back on 4/25/23 and was told they have it and to allow more time to research. I called today 5/26/23 and the rep ****** did not find anything, then disconnected me and then another rep disconnected me, then finally ****** told me she can't find anything and told me to call the number that I already called and was hung up. I am trying to take care of this issue and every time I call, nobody knows what I am talking about and I waste an hour each time I try to call and check on this. I do not feel I should have to pay this bill since I promptly paid my portion back in 12/20 and never heard from Advent Health until 4/23. This is just wrong. My son has medical conditions that Advent Health missed and shortly after that useless visit, he lost his hair and got worse to be correctly diagnosed at *************. I am beyond frustrated that I have been calling now over 1 month and have not been able to have anybody assist me, yet I have received 3 invoices in the mail since then. I am requesting due to going 28 months with no contact, bill etc from Advent Health, that this bill be removed from my account. I am attachng the email I was told to send for review, the bill I received on 4/16/23, and also the receipt that I paid this bill in 12/20

  Business response

  06/10/2023

  Due to notice of representation causes statement to be place on hold, once advised no longer represented by attorney, allows statements to be released. 

  Customer response

  06/11/2023

   
  Complaint: 20109210
  
  I am rejecting this response because I do not know what it is saying?  Is this saying I have an attorney? I do not have an attorney.  I did not contact an attorney regarding this ********** received years later. I do not know why I am received this bill when I already paid my portion back in December 2020.  You send me a bill in April 2023 after I did not hear anything from Advent Health during those years.  I am trying to do the right thing handling this rather than ignoring it, and I can't even get anybody to assist me. When I call, I get the run around and reps say I have no bills and then others say oh yes they see the bill but they don't know why I received it so many years later. 
  This response is of no help to me which is consistent with how the organization has been to me, unhelpful and uncaring.
  
  Sincerely,
  
  *******************************

  Business response

  06/15/2023

  Call attempted to phone number indicated and voice mail left for return call to provide detail explanation. 

  Customer response

  06/17/2023

   
  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

  05/17/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On Feb 22, 2022, I had surgery with ******************, which resulted in a patient responsibility balance of $2,786.58. AdventHealth offered several payment plans, which I accepted, and I set up a recurring auto-debit from my checking account for the monthly installment plan. This repayment plan started on Sept 1, 2022, and was being paid as agreed ever since. This week I received a collection letter from NACS stating that my account was past due and had been placed with this debt collection agency. Also, the previous day I received my normal statement from Advent showing my account was current and notifying me of my next installment payment, "Auto Debit On 5/2/2023" So I called AdventHealth and no one could explain what happened or why my account was sold to the collection agency. This is considered unfair and deceitful practice and they should be penalized for their actions. By the way, I have contacted the collection agency and agreed to settle the account in full, accepting a discounted payoff. I would never recommend AdventHealth to anyone.

  Business response

  05/17/2023

  Thank you for sharing this complaint on behalf of our patient.  Patient satisfaction is our number one priority and we aim to resolve this matter in a manner that demonstrates our pledge to this commitment.  We will work directly with the patient regarding the concerns due to HIPAA guidelines.

  Business response

  05/17/2023

  Thank you for sharing this complaint on behalf of our patient.  Patient satisfaction is our number one priority and we aim to resolve this matter in a manner that demonstrates our pledge to this commitment.  We will work directly with the patient regarding the concerns due to HIPAA guidelines. Voice mail left on patient phone number provided. 

  Customer response

  05/18/2023

   
  Complaint: 20069448
  
  I am rejecting this response because:

  Please see the attached signed Hippa. 
  
  Sincerely,
  
  ***************************

  Business response

  05/30/2023

  Information provided to patient, also available under important message on the statement. 

  Customer response

  05/30/2023

   
  Complaint: 20069448
  
  I am rejecting this response because: my account was NOT past due as it was enrolled in auto debit, and had been paid as agreed all along with not notice of a rejected ACH.  If it were actually past due, then my statement would have reflected a double payment amount due.  Or at the very least, a courtesy of a past due notice should have been mail to me (if it were actually past due).  Regardless, this is deceptive practice. 

  I believe that AdventHealth sold my account to the ***************** to immediately enhance their cash flow, instead of honoring the payment plan they offered.  
  
  Sincerely,
  
  ***************************

  Business response

  06/10/2023

  Notice received by agency, information not reported to credit report. Letter will be email to patient on address listed. 

• Initial Complaint

  06/05/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Advent Health, Wesley Chapel sent me a 34,000 bill, for which I owe 3800, for a misdiagnosed medical condition that delayed my care. I presented to the ER on 4/17/22 for abdominal pain thar turned out to be acute appendicitis. AH, Wesley Chapel physicians & consultants incorrectly documented my medical history, by error & omissions they refused to amend the notes, and denied/delayed my surgery for 3 days. All their mistakes. It is one thing to deny medical care, it is another to negligently documented a medical history and refused surgery. Transfered to TGH after struggle with AH Risk Management Director, where the was performed. Excessive Blood tests were ordered that totaled 10,000, many of the labs i refused, but were drawn anyway. AH, Wesley Chapel violated my Patient Rights, demonstrated poor medical judgment & medical waste & abuse of the Healthcare system.

  Business response

  07/12/2022

  Business Response /* (1000, 10, 2022/06/27) */ Thank you for sharing this complaint on behalf of our patient. Patient satisfaction is our number one priority and we aim to resolve this matter in a manner that demonstrates our pledge to this commitment. We work directly with the patient regarding the concerns due to HIPAA guidelines.

• Initial Complaint

  04/06/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Misdiagnosed while in ER with a cystic mass that does not exist. Want me to pay $2,936.31 for a misdiagnosis. Terrible customer service in dealing with Vicki as well.

  Business response

  06/30/2022

  Business Response /* (1000, 11, 2022/05/04) */ Unable to locate consumer with outstanding balance indicated in description. Consumer Response /* (3000, 13, 2022/05/04) */ Business has contacted me but has not offered to reduce the bill to 0 or at all for that matter. Hope this can be escalated to someone that can assist. This has been a horrible experience. Consumer Response /* (3000, 15, 2022/05/05) */ Can you confirm statement XXXXXXXX code XXXXXXXX has a $0 balance? Business Response /* (4000, 17, 2022/05/05) */ Thank you for sharing this complaint on behalf of our patient. Patient satisfaction is our number one priority and we aim to resolve this matter in a manner that demonstrates our pledge to this commitment. We will work directly with the patient regarding the concerns due to HIPAA guidelines. Consumer Response /* (4200, 19, 2022/05/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) Please provide the phone number and extension to the direct person that can assist with this matter? Business Response /* (4000, 21, 2022/05/11) */ Notice was emailed and mailed to patient which provides contact person and phone number if any additional assistance needed. Consumer Response /* (4200, 23, 2022/05/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) Can you please provide a contact that can actually assist? Please provide a phone number and direct extension to someone that has the authority to do something. I keep getting the run around. Call this number and that number and nobody has actually done anything to this point. Consumer Response /* (4200, 27, 2022/05/25) */ (The consumer indicated he/she had nothing new to add) Waiting on a contact phone number and extension to someone that can assist. Still not received and still get runaround or no help.

*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. ↩