Complaints

• Initial Complaint

  01/07/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My two year old son has been receiving enteral feeding supplies from Aveanna Healthcare since he was 3 months old. He is completely gtube dependent, he cannot eat anything orally to receive nutrition. Our primary insurance recently changed to *** with the new year, which is owned and under the umbrella of United Healthcare (UHC). Our son has ******** as his secondary insurance due to his long term disabilities. To receive his monthly shipments from Aveanna Healthcare, we're required to confirm his monthly medical food supplies and provide any changes to insurance, delivery address, physician etc. After informing Aveanna Healthcare of our primary insurance update on 01/04/2025, on 01/06/2025 they informed us Aveanna Healthcare will no longer assist us with providing feeding medical supplies. They informed me that the deadline was 11/30/2024 for any accounts that had *** as their primary insurance. We didn't have UHC at the time and didn't receive any notifications regarding this update. They are not providing us an transition period that other accounts received before the deadline. We now are scrambling to find these medical feeding supplies from local medical supply stores while finding a new *** company. I've spoken to multiple phone representatives and representatives on their messaging app. I am requesting that Aveanna Healthcare provide a transition period for my son to receive his food medical supplies while we look for a new *** company. It is really concerning that they would cut his services the same day a new insurance was provided, especially when he is in need of resupply. It is even more concerning that would turn my son away due to his primary insurance when his secondary insurance is ********. We are also willing to pay out of pocket for his supplies which is not an option either.

  Business response

  01/08/2025

  Aveanna Healthcare Medical Solutions ("AHMS") has thoroughly reviewed the complaint. **** is no longer contracted with United Healthcare ("UHC") to provide medical supplies or equipment to patients with ************* plans. In accordance with our policies, **** cannot provide medical supplies or equipment to patients with a non-contracted insurance with the intent of collecting payment for rendered products and services. However, a one-time courtesy order has been shipped to the patient to support their transition to an in-network Durable Medical Equipment ("DME") provider. The patient's caregiver has been notified of this shipment. No additional action was requested at the time of notice.

• Initial Complaint

  11/26/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  They owe me thousands of dollars and gave me the run around for months telling me someone would get back to me and when I call today I was told I cant get paid because its been over two months.

  Business response

  12/05/2024

  Hello, we are sensitive to your concern regarding money you believe to be owed. However,after further review, we believe that you have been fully compensated related to the confirmation of shifts you worked. If you have any additional concerns,please feel free to reach out to your local branch, as they can best assist you.

• Initial Complaint

  10/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My 2 year old daughter ****** has been receiving enteral feeding supplies from Aveanna (fka ****************************** since she came home from the hospital. Earlier this year, we were notified that Aveanna would no longer be accepting *** insurance. An exhaustive search determined that there were no other medical suppliers accepting *** that could ship these monthly supplies to the ******* area. I reached out to Aveanna to discuss how we could continue receiving these supplies. Including:- Billing only GA ******** (******* secondary insurance)- Billing UHC and balance billing the difference to GA ******** - Self-paying the entire amount I was shocked to hear that none of these were options. Not even self-paying. The representative I spoke to on the phone was not empowered to deviate from no. They indicated they were messaging their manager on teams. The response was that there is a big red x on anything to do with UHC, and they will not continue to provide supplies for patients insured by ***. My two year old daughter relies on these supplies to eat everyday. Aveanna and UHC couldnt come to terms on a contract? Fine. But please, work with patients and families to get them these essential medical supplies. Submit the claim to *** and bill me for whatever they dont cover.

  Business response

  10/18/2024

  Following the termination of the contract with the concerned party’s insurance company, Aveanna Healthcare Medical Solutions ("AHMS") has made reasonable efforts to ensure an efficient transition to an appropriate in-network Durable Medical Equipment (DME) provider. AHMS has reached out to the concerned party’s in-network DME provider to discuss a resolution and assist with the transition process. AHMS remains in contact with the concerned party and will continue to provide support until the transfer of equipment and services is completed. In the meantime, AHMS has shipped the concerned party’s medical supply order at no out-of-pocket cost.

  Customer response

  10/19/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22427770, and find that this resolution is satisfactory to me.
  

  Aveanna was able to locate an alternative DME and connect us with them. I appreciate the prompt assistance received following our BBB complaint.  
  
  Sincerely,
  
  Tyler Fenwick

• Initial Complaint

  08/06/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Aveanna provides private duty nursing firmly daughter in *********************. My health insurance (NALC) incorrectly overpaid Aveanna $8900 in January 2023. It requested a return of the overpayment quickly, but Aveanna failed to reapond. In July 2023, **** began collecting the $8900 from me by "offsetting" or failing to reimburse every medical provider any member of my family went to until I went on a campaign to get Aveanna to return the money. In Feb 2024, they did return the money to NALC, but only $1600 was used as NALC had zero balanced the accounts that were offset. They sent Aveanna a return check on 4/5/24 for $ ******* and Aveanna kept the money rather than paying the providers owed money in the ********************* area. I have been working with Melody of Aveanna to resolve the issue with no results. My accounts are being sent to collections and my stress level is through the roof. I have invested countless hours of time I will never get back. I have been embarrassed at my daughters Pediatrician when they refused to treat her, then made me sign a promissory note to get treatment. I am a retired Army officer and am disgusted with Aveanna.

  Business response

  08/09/2024

  Aveanna billed claims for dates of service from 01/17/2022 through 03/12/2022 on behalf of ************************** to her primary insurance carrier at the time NALC.   NALC paid these claims in the amount of $8,707.83. On 12/29/2023 the provider received a refund letter via fax from NALC dated 01/01/2023 indicating they had paid these dates of service in error (letter included).  Aveanna refunded $8,707.83 to NALC per their request on 1/17/2024. 
  
  On 4/12/2024 NALC sent a portion of the refund back to Aveanna in the amount of $7,1903.01.  After speaking with **** earlier this week they advised us to send the $7,1903.01 back to them.  Check # ******* in the amount of $7,193.01 was sent via overnight delivery to **** per their request on 8/8/2024. (check and tracking slip included).  **** advised they would reprocess the other providers claims on behalf of **************************.
  
  We apologize for the hardship ************************ has endured.  At Aveanna,we pride ourselves on providing excellent customer service and we obviously failed in resolving this issue when ************************ brought it to the attention of ******.  Hopefully, NALC will take immediate action to resolve this issue.
  
  Sincerely,
  
  *************************
  VP Revenue Cycle Manager
  ****************************************************
  *************

  Customer response

  08/10/2024

   
  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.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  08/04/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 7/30/24 I was contacted by Aveanna health care to tell me that my childs medically necessary supply of BOOST nutritional drink was sent out. And I should have the order over night. 3 days past and the order never arrived. Aveanna never reached out to inform me they had canceled the order. Nor did they correct the order and send it. If I hadnt reached out they wouldve never tried getting my disabled toddler the medically necessary supplies he need to survive. They then lied again on 8/2/24 lying in emails saying they had sent the medically necessary supplies overnight and they still didnt arrive.

  Business response

  08/08/2024

  Aveanna Healthcare Medical Solutions (AHMS) has reviewed the caregiver's grievance. The formula was subsequently delivered to the patients home but was refused by the recipient. **** remains committed to providing timely and accurate services and will work with the caregiver and the patients physician to ensure a seamless transition of care.

• Initial Complaint

  10/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We received an order of supply and due to the costs decided to return them and not use the service or supply at all. Its been almost 4 years of dealing with the incompetence of their billing department. The supply was returned, we were told everything was fine and nothing else was owed. Weve been told this every time we call to tell them we are still receiving bills. I would have no problem paying something if its owed, but we returned the supply and were told nothing is old disregard the bills. I kept calling though as we kept receiving them and still told nothing is owed disregard. I received a bill again randomly months ago and again called aveanna. I called aveanna again and this time I paid the 60$ just so I didnt have to deal with this billing issue with aveanna anymore regardless of whether or not we owe because Im tired of dealing with this. This should have been resolved long ago as promised by aveanna after the first two years of calls. Now its in collections suddenly with another company. I just feel they arent resolving this issue and want to be free of what should be a very simple issue to fix.

  Business response

  10/31/2023

  Aveanna Medical Solutions (AMS) complies with the guidelines set forth by the patients insurance company to submit claims for all delivered medical supplies. When a full or partial return is requested, AMS works with the patients insurance company to reconcile the return in a timely manner. AMS has contacted the caregiver and addressed the grievances provided. The collection balance has been removed from the patients account. The resolution efforts were deemed satisfactory by the caregiver. Aveanna Medical Solutions will continue its efforts to provide timely and accurate services to its patients and their caregivers.

• Initial Complaint

  07/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They do not update my daughters new GI dr and they need a new prescription every 6 months to send out her life saving formula and when I asked for a person to file my complaint with I was refused the person on the line tells me they are going to take of the situation and the last time they were 2 months behind sending my daughter her formula and when you eat by a gastric button it is important to get the right

  Business response

  07/18/2023

  Aveanna Medical Solutions complies with the guidelines set forth by the patients insurance company to submit updated clinical information and prescriptions from the prescribing physician, on a recurring basis, for the continuation of service. AMS has contacted ************** and addressed the grievances provided. An order has been shipped and delivered to the patients home. The resolution efforts were deemed satisfactory by **************. Aveanna Medical Solutions has provided additional contact resources to ************** if assistance is needed in the future. Aveanna Medical Solutions will continue its efforts to provide timely and accurate responses to referral sources, patients, and caregivers.

  Customer response

  07/18/2023

  I have decided to go with another supplier. After so many attempts to get Aveanna to update a new Dr with failed attempts on their part. My daughter who depends on formula to live could not afford anymore mistakes thank you ***********************

  Business response

  07/20/2023

  Aveanna Medical Solutions will assist with coordination for continuation of care, as requested by the caregiver, moving forward.

• Initial Complaint

  05/30/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  We have been using Aveanna Healthcare for their Self Determination program as a resource to pay for a much needed tutor for my son, for over a year.Come February 2023, we were informed that there was not enough money in our 2022 budget to cover the December invoice in full. We were told we could re-allocate money in the budget and resubmit it. We immediately did that and have been given the run around since. We're told the information was not entered correctly, we're told that they cannot find the resubmission, etc. Mind you, this is all through email because no one gives a phone number. There is apparently no way to talk to someone and try to "quickly" resolve the issue. You must email and hope you get a response within a week.Then the company decided that instead of receiving invoices directly from providers, the provider needs to give the parent the invoices and the parents need to submit invoices. So starting in February they changed the way they want invoiced coded and didn't inform us. When we finally submitted the Feb invoice worded the precise way they want , I'm told the invoice is still not paid. I am going to have to pull my kid from this much needed tutor because Aveanna has decided to not pay the provider and the debt is to much for me to take on.This "customer Service" is ******** I have ever dealt with. How do you provided customer service without actually talking through and helping people solve the errors that you say they have. Email is not customer service, especially if you won't answer the email in a timely manor.

  Business response

  06/06/2023

  Earlier today (Tuesday, June 6), I was briefed by my colleague, *********************************, our Self-Determination Program Manager of her success in connecting with ************** and addressing **************' concerns. 

  After leaving voicemail messages on Friday 6/2 and on Monday 6/5, ************** and ******* connected via Zoom Call this morning.  During the call, ******* explained the process to address the issues that ************** was experiencing (inability to get a vendor paid timely) related to her complaint.  ******* provided visual support (via shared screen) as well as verbal instructions.  She then followed up with ************** via E-mail, providing three attachments that will assist ************** to address her immediate concern and will also serve as a reference to ************** when future questions arise. 

  We believe this response has addressed and resolved the immediate concern of urgency that was presented by ************** in her complaint.

  In a larger context and to address ************** comments regarding lack of timely response and difficulty reaching our customer service team in real time, I can share that Aveanna Healthcare ******* Services is in the process of  reviewing workflows and consolidating our personnel into a single, unified customer service team based in a new office space in Southern **********.  We expect to complete this very important transition later this summer or early in the fall.

  We recognize that the customer service received related to this complaint is not acceptable and not consistent with company standards.  We appreciate the opportunity to address this issues presented by ************** and to take corrective action.  Thank you.

  *****************************, Regional Vice President of People Services, Aveanna Healthcare

  Customer response

  06/06/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is finally being handled and will soon be resolved. 

  ******* was very helpful, she showed true concern and desire to help ** through our issue. I appreaciate the extra time she took to meet me on zoom to walk me through some steps that will be very helpful in the future.

  This phone call could have easily been taken care of many months ago; I appreciate that Aveanna recognizes that the customer service is not up to par and they are working on it.  

  Sincerely,
  
  *********************

• Initial Complaint

  04/03/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  My dad ***************************************** is a patient at Aveanna, Normally I don't make complains but my dad's health is priority. My dad has been in home health for a while now because he has an indwell ***** Catherer (with frequent flushing supplies to prevent *********** **** also has Ostomy pouch where he poops.So as you can imagine we order a lot of supplies for him via home health (Aveanna), because that is our only option.For the last few months, I've been exchanging emails back in forth with the cordinators at the ********, ** location. But the way supplies are ordered there is very disorganized and all over the place, and that results in my dad not getting supplies on time or not getting them at all. ( no tracking numbers).I am always the one making big efforts so my dad's supplies are ordered accordingly instead of them (Aveanna) making an effort. It is very stressful because I take care both of my parents and then I have to deal with stuff like this.I've tried reaching out to the director there so we can sort this thing out, I've told her I would love help & to go over everything so the ordering of supplies is smoother for everyone. But she has not reached out back to me, which makes me believe that my dad's health is not a priority. But she doesn't realize that might count as medical negligence .I just want someone to reach out to me as soon as possible so we can sort this out. My cell phone number is ************. I understand short staffing might be the cause but things like this need to be prioritized.Thanks for your time All Best ***

  Business response

  04/18/2023

  Patient's family was contacted by the Area VP regarding the complaint about not ordering supplies on a regular basis. The *** explained the reasoning, regulations and process for obtaining the supplies, The patient's son acknowledged and agreed concerning the discussion and was given direction on whom to contact should he have any further issues. 

  Customer response

  04/20/2023

   
  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

  09/14/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My patient needs enteral supplies and told me they had been trying to reach someone to order the supplies for over 2 months. On 9/12, I called them and was on hold for 1 hour 37 minutes before leaving a voicemail asking for an urgent return call. Same day, I sent a request through their website for a return call. Never heard back. I am calling again today, was on hold for over 50 minutes then the call dropped. Still can't order supplies for this child. I need them to call me so this child can eat!!!!!

  Business response

  09/19/2022

  Aveanna Medical Solutions has contacted **************** and addressed the provided grievances. The resolution efforts were deemed satisfactory by ****************. Aveanna Medical Solutions has provided additional contact resources to **************** to mitigate a similar event from occurring in the future. Aveanna Medical Solutions will continue its efforts to provide timely and accurate responses to referral sources, patients,and caregivers.

  Customer response

  09/19/2022

   
  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,
  
  *********************

*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. ↩