Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:06/01/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been getting my yearly screening mammogram from Advent Health, and previously Shawnee Mission Medical Center in Merriam Kansas for 10 years. I have never paid a deductible or copay for this covered service.
  
  In the fall of 2022 I called the same phone number I have called every year prior, 913-676-2000, to schedule my yearly screening mammogram. The scheduler looked up my records and scheduled my mammogram for November 14, 2022. They suggested I try their new Roeland Park location, and I agreed. At no time did they ever mention to me that it wouldn’t be covered by my insurance (which they had on file in their records.) And I did not question it, since it has the same name as my usual location, and since the scheduler who has access to my records, suggested it.
  
  I was shocked to receive a bill for $485.10 for this service. Clearly, I would not have scheduled an ACA covered essential benefit with a location that was not covered by my insurance. I am actually surprised that an ACA benefit is not covered at any location.
  
  I have spent quite a bit of time talking to people in the billing department, as well as Cigna, who was my insurance carrier at the time. While the Adventhealth people have said they are “opening a case” on this, nothing has happened except I continue to receive bills. Most recently I received a text message from a collections company.
  
  I have health insurance through the Kansas City Carpenter’s Union, and they switched their insurance carrier from Cigna to United Health on January 1, 2023. As a result, CIGNA doesn’t really care to try to help me anymore. At any rate, I feel like Advent Health is who is in the wrong, by *recommending* I go to an out of network location that shares the SAME NAME as their in network location, and not informing me that it would be an out of network provider.
  
  I am asking that someone there fixes my situation so I do not have to pay $458.10 for a service where I should owe $0.00

  Business Response

  Date: 07/17/2023

  Dear Ms. ******* 
  

  AdventHealth Shawnee Mission is in receipt of your letter dated June 16, 2023 regarding a complaint filed by Vivian Love. Well before being made aware of the complaint, AdventHealth was working toward resolving the patient's concerns. We are proud to share details of our timely response and how our efforts led to a positive outcome for our patient. 
  Ms. ****** initial outreach to our office occurred late in the afternoon of Thursday, June 1, 2023, which appears to be the same day she filed the complaint with The Better Business Bureau. By the morning of Tuesday, June 6th, 2023, our team had worked with Ms. ****** insurance company to identify the cause of the issue. Ms. ****** insurance processed the claim as out-of-network in error, resulting in the patient receiving a large bill. Ms. ****** insurance company is reprocessing the claim, and they have asked for 30 days to complete this process. AdventHealth's revenue cycle director spoke with Ms* **** on June 6th, and thoroughly explained the situation and path to resolution. In addition, Ms* **** was provided with the director's direct office phone number, and she was encouraged to reach out if she had any questions going forward. 
  While we regret that Ms* **** experienced a billing issue with her insurance company after receiving services at AdventHealth, we are happy she gave us the opportunity to assist her with a resolution. Patient satisfaction is among our top priorities, and we are proud of the efforts our team put forth in this case. There appears to be no further action necessary in this case, but we stand ready to take action if that changes. 
  Sincerely, 
  
  **** ** **** *** **** *** ***** ***** ************** ******** ** ******** ***** *** ****** ******* **********

  Customer Answer

  Date: 07/17/2023

  ** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** *********  ** *** ***** *** *** ****** ** ****** ******* ****
  
  ****** ******** *******
  
  * **** ******** *** ******** **** ** *** ******** ** ********* ** ********* ** ********* *** find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  
  ****** ****

• Initial Complaint

  Date:01/01/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My mother passed in your hospital on Friday December 23, 2022. Our family has not been able to successfully prepare and set up any funeral services because *** **** *** has not signed the death certificate as of Jan 1, 2023. My family as well as the funeral home have called and requested this to be taken care of everyday since my mothers passing. As today (Sunday Jan 1) we still do not have a signed certificate. I have even left messages with the medical group that ** **** *** works for with no returned call in 48 hours. ** ***** NPI number is: **********
  
  I would expect a call from your hospital in the next 48 hours or I will contact ******* ****** * president or *** **** **** - Chief Medical Officer directly.

• Initial Complaint

  Date:09/28/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 3/23/22, I went to AdventHealth in Shawnee Mission, KS for a cat bite. I was charged $72,710.91 for treatment from AdventHealth, that did not include the separate bill I received from the ER physician. My insurance has generously paid the majority of this claim, but the patient responsibility is still substantial. Instead of working with me to recode or reduce the rate, I was simply told that I will have to pay it. I am arguing that this is above and beyond reasonable and customary for such an incident.

  Business Response

  Date: 10/17/2022

  I called Mr. **** on 10/11/22 to discuss his concerns. He advised he needed to put his
  “secretary” on the phone. I confirmed that he was giving me permission to speak with the 3rd
  party that may include HIPAA information. The secretary, who I believe to be his wife, advised
  they had a gap insurance & was needing specific information to send to the gap insurance, so
  the gap insurance would make payment. I advised that typically we send gap insurance plans a
  copy of the Itemized Bill & also the UB Claim form, which should have everything the gap
  insurance would need to make payment. I confirmed the email that we had on file & emailed
  them the requested documents. I then followed up an hour later to see if they received the
  documents. They stated “no”. I then confirmed the email address again & they stated it was
  wrong, provided the corrected email address and sent the documents to the updated email
  address. I also advised if they submit these documents, and their gap insurance still needs
  something additional to call or email me directly as they have my contact information.
  I believe this was due to miscommunication of what they needed for the gap insurance. While
  on the call, the topic of AdventHealth not working with him to re-code or reduce the rate never
  came up. The EOB is posted exactly how his insurance processed the claim. His patient
  responsibility is his Deductible & Co-Insurance. We cannot re-code his claim to change his
  patient responsibility. The claim is coded as it was dictated by the ER physician. I can also see
  previous notes on in his record that advise that Mr. **** called on 10/03/22 and we offered
  him a payment plan to make the balance due more manageable or we can send him details to
  see if he qualifies for Financial Assistance. He stated he did not want either & will reach out to
  his attorney.
  After speaking with Mr. **** & his secretary, I feel we have resolved any outstanding issues he
  had. Please let me know if this is not sufficient or if you require further information.
  Kindly,
  ******** ******
  ******* ********* ******* *******
  ************