Business Profile

Clinic

Aurora Advanced Healthcare, Inc.

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Complaints

This profile includes complaints for Aurora Advanced Healthcare, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

62 total complaints in the last 3 years.
18 complaints closed in the last 12 months.

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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:08/07/2023
Type:Billing Issues
Status:
UnresolvedMore 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.
In October 2022 I underwent a a surgery that was covered by insurance. Aurora NEVER provided me with any estimate at all and only asked for a $300 downpayment which was "10%". Later, I received two bills one with itemized amounts and one general large amount totaling $6000. I attempted a payment plan through their app as I could never get customer service on the phone. My payments were over $400/month which I cannot afford. On July 7, through the app, I changed my payment date to the 6th of the month, it was previously the 10th of the month. However, on July 10, they took over $400 from my bank, which ******** my account and caused TWO subsequent bills to overdraw. I was charged $90 in overdraft fees from my bank that a month later Aurora is still not refunding. They issued a check for the payment THEY were not supposed to take from my account, but it arrived over a week after they took the money. I've been emailing the same information to one person at Aurora as they still have not given me the $90 back in overdraft fees that they caused. I'm also contacting the state for their billing practices to investigate my surgery charges as they appeared to be a double billing.
Business Response
Date: 08/08/2023
Thank you for contacting Aurora Health Care. An acknowledgement letter and Release of Information will be mailed to ****************. Once the signed Release of Information is received back, additional information can be provided.
Customer Answer
Date: 08/08/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Your system withdrew money from my account that ******** my bank account costing me $90 in overdraft fees. Refund those fees ASAP. You dont need a release mailed to me to do the right thing.

Regards,

***************************
Business Response
Date: 08/08/2023
Thank you for contacting Aurora Health Care. In order to formally respond to the complaint, the signed Release of Information is required. Once this is received, additional information can be provided.
Customer Answer
Date: 08/08/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Bureaucratic paperwork. All the information has already been provided by me in the attachments. You're just wasting more of my time. I'm moving forward with my complaint against you with the State of ********* ********** of ************ Trade, and Consumer Protection.

This complaint will also remain open until you refund the $90.00 in overdraft fees your system caused me.

Regards,

***************************
Business Response
Date: 08/10/2023
Thank you for contacting Aurora Health Care. In order to formally respond to the complaint, the signed Release of Information is required. Once this is received, additional information can be provided.
Customer Answer
Date: 08/16/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear
I received the release. I signed the release. I mailed back the release. Now release my $90.00.

Regards,

***************************
Business Response
Date: 08/18/2023
Thank you for contacting Aurora Health Care. Once the signed Release of Information is received, additional information can be provided.
Customer Answer
Date: 08/21/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

The release form was mailed back last week.

Regards,

***************************
Business Response
Date: 08/23/2023
Thank you for contacting Aurora Health Care. The signed Release of Information was received on 8/23/23. A formal response to the complaint is in progress.
Customer Answer
Date: 08/23/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Great! Please mail the $90.00 check for the three overdraft fees to my home address.

Regards,

***************************
Initial Complaint
Date:06/16/2023
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 June 15th, my daughter received a bill from this company in the amount of $181.30. My daughter and I together called the facility where the test was administered and asked how much the charge would be for the TB test if we paid in cash. We were advised the cost would be $31.50 and there would be no further charges. Advocate Patientdowners ****** withdrew $31.50 from our bank account on 5/30 and ********************** from PO Box ******* in *********, ** proceeded to send us another bill in the amount of $181.30 disguised as a good faith estimate. We were told there would be no further charge after the $31.50 we already paid the day of the test on May 30th.
Business Response
Date: 06/16/2023
Thank you for contacting Advocate Aurora Health. **************** will be contacted for additional information and to work out a resolution.
Initial Complaint
Date:06/12/2023
Type:Service or Repair 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.
I took my daughter to urgent care because she hurt her foot. They took an xray. When they brought her back after the xray the nurse said that even if it was broken they would ************ and send her on her way. If she would have said that before I wouldnt have sent her for an xray. I have called many times and they said they are reviewing the claim and a determination hasnt been made yet. I still get calls to pay the bill. When I explain I am waiting to hear back they seem to not know what I am talking about. When I finally get to the right department they tell me the determination hasnt been made. This has been going on since November. The xray portion of the bill needs to be adjusted. This was not needed AT ALL since treatment either way was the same (which the nurse told me).
Business Response
Date: 06/12/2023
Dear *****,
Thank you for contacting Aurora Health Care. An acknowledgement letter and Release of Information is being sent to ********************. Once
the signed Release of Information is received, additional information can be provided.
Initial Complaint
Date:06/05/2023
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.
I just received a notice from a collection agency for a balance of $68.58 that I have now been told was left over from a procedure done in December 2022. Since this time I have paid my entire balance at Aurora multiple times ($1,578.83 in 1/2/23 and $1,413.49 on 5/5/23). I would have presumed that the $68.58 in question would have been in my LiveWell app for me to pay. I called Aurora's billing office today (6/5/2023 at around 430pm) and spoke to a lady named ****. I explained to her the situation and she said I had been paper billed multiple times for this amount. My account is setup as paperless as I explained to her, but she claimed it was not paperless on her side. So my feeling is that somewhere in the middle here, there was a disconnect between billing and my bills since I was expecting electronic bills. In any case, she suggested I contact the collections agency to settle the bill, which I have done. In this situation, I have two complaints. I do understand that if there was some sort of billing issue it may have resulted in this bill being turned into collections. What I want to ensure is that my credit is not impacted by a mistake. I explained this to **** and she became combative. She did mention the call was recorded, so I would think that this record should be reviewable. She offered no assistance and just told me to work it out with collections. I understand that she likely deals with people who do not pay their bills all of the time and often has to be firm with them, but it was unprofessional and unnecessary. I want to ensure that my account is in good standing with aurora and that my credit has not been impacted by this, and I also would like ****'s supervisor to know about the situation as it is important that customers are treated with respect and not immediately treated like deadbeats who don't pay their bills.
Business Response
Date: 06/06/2023
Thank you for contacting Advocate Aurora Health. An acknowledgement letter and Release of Information will be mailed to ****************. Once the signed Release of Information is received back, additional information can be provided.
Initial Complaint
Date:05/03/2023
Type:Service or Repair 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.
Our daughter ********************, date of birth 1/4/11 was seen at Aurora located at *************************************************************************** ph # ************ to get her 2nd dose of the *** vaccine. Instead, she was given the wrong vaccine altogether ************* dose and entered to her chart. Her mom, ***************************, was with her and informed that (***) the nurse who gave the vaccine to our daughter was "new" and made a "mistake and last 5 patients all had Hep B vaccinations and it was simply mixed up." What kind of doctor's ****** doesn't pay attention and this is not a "standard of care," or "best practice," - this is a disaster! Why isn't there a two-step verification system of safety checks and balances in place to keep minor children safe? This should never have happened and yet - it did. *** needs to be kept away from patients, Aurora needs to take responsibility for it's safety protocols, have better ones and stop hurting kids. We should not have to pay for an ****** visit that was a complete waste of time and let alone charge the insurance company for their negligence.
Business Response
Date: 05/04/2023
Thank you for contacting Advocate Aurora Health. An acknowledgement letter and Release of Information will be mailed to ************. Once the signed Release of Information is received back, additional information can be provided.
Initial Complaint
Date:04/14/2023
Type:Service or Repair 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.
Misdiagnosed by ************* and Aurora ! Went to him in 2021 something was wrong. He did some tests , but not the right ones. I trusted him after 30 yrs with him . Now Ive been diagnosed with stage 4 bladder cancer thanks to him! He pushed antibiotics. Went to pro health , new Dr . She found my cancer she knew what she was doing . She did more tests than he did . This happened to someones father with him too . They said hes just a pill pusher . He was getting burnt out and should of retired earlier. You should do an evaluation of Drs after a number of yrs . Too late for me and so upsetting,** under 70 yrs of age and Im a caregiver to my husband. Theirs a lot more I could say about the care I was not given. Thank goodness for pro health for my care now. I tell slot of people my story . A lot of people have let aurora , you are just a number !!!!!!
Business Response
Date: 04/14/2023
Thank you for contacting Advocate Aurora Health. An acknowledgement letter and Release of Information will be mailed to ******************. Once the signed Release of Information is received back, additional information can be provided.
Initial Complaint
Date:03/31/2023
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.
The procedure I had at Advocate Aurora ********** hospital on 4/14/22 was supposed to be covered at 100%. My doctor that did the procedure even told me that the procedure was covered by insurance at 100%. I called my insurance 3 times prior to procedure and they also said it was covered at 100%. I received I bill for $5600 for the procedure. The insurance company said the code that was submitted was not for the procedure that I had done which was covered at 100%. Aurora uses a different code for the procedure I had. I requested Aurora look into this to update the code and they refused and sent me to collections. I explained to the collection agent the situation and she said that Advocate Aurora has the worst billing practices and has a lawsuit against them for billing practices. No surprise there. I tried getting the account back to Aurora so that I can set up payment arrangements to get me out of collections while trying to get this resolved and they refused. If they would have provided my insurance company the code for the procedure I had done they would have gotten their money and we wouldn't still be dealing with this.
Business Response
Date: 04/10/2023
Thank you for contacting Advocate Aurora Health. An acknowledgement letter and Release of Information will be mailed to ************************. Once the signed Release of Information is received back, additional information can be provided.
Initial Complaint
Date:03/22/2023
Type:Sales and Advertising 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.
My mother was admitted into the hospital due to heart conditions from prior heart attacks and strokes I she has had in the past. She's been getting care with I doctor for the past I0 years about her heart. Since being in the hospital, the care team that has been working with her has only given her limited information about her health concerns, giving her nasty attitude when she has questions about the care I she getting verses what's needed. Her family is very concerned that she's not getting all the proper treatment for her health. She's been going days without eating a proper diet, not getting enough fluids I through l/4 and has been on a liquid diet but no nutrients being taken in. She's been deprived of drinking I any water having ice chips to soothe her dry throat, and not getting much help with improving her mental and health state while being in their treatment st St. ****** hospital. They've ran dozens of tests I and when she asks about what tests were performed and the reason behind it, she's being told watered I down versions just to ease her mind and in reality, its causing more anxiety and frustration, which is further straining on her already not properly functioning heart conditions.
Business Response
Date: 03/23/2023
Thank you for contacting Advocate Aurora Health. To further assist with ****************** complaint, the following information is being requested:

Patient name
Patient date of birth
Date of service

Once this information is received, further assistance can be provided.
Initial Complaint
Date:03/02/2023
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.
Hello,I visited Aurora Health Center ******* on ******* Street, on 10/11/22.I believed I was there for a New Patient Physical, as recommended per my insurance provider United Healthcare.I was informed after meeting the staff and doctor that this was only a new patient orientation, and that I would schedule the physical afterwards, for later in the year. In this case 11/9/22.On 12/14/22 I received a statement for $718.51.They claimed that during both visits, because we merely discussed verbally, general ***** concerns, that it no longer qualified as ****************** and was now considered separate Outpatient Care.The doctor recommended I see a nutritionist after the 10/11/22 visit, so on 10/19/22 I met a nutritionist at the Aurora ************ facility on Westhaven Drive. For some reason there was a miscommunication, and the nutritionist believed I was there for medical concerns, when in reality I was there only for a general consultation. That confusion was swiftly clarified, and the visit went smoothly. I then received a bill on 2/9/23 for $360.00. The only remark on the bill was a charge of four 15-minute intervals, corresponding to the 1-hour long meeting, and insurance covered none of it.I cannot stress how kind and helpful the staff was, at both facilities, including the reps from United Healthcare. My issue is that at no point was I ever informed of the cost, or that insurance wouldn't cover it, as these were all in-network providers. There are minimal estimates provided online, and though I asked repeatedly, nobody from Aurora could tell me the cost of the visits. When I called United Healthcare, they said they only file and bill what Aurora sends them. I do not believe the doctors, nurses, nutritionist, or any of the reps are fraudulent. Every rep I talked to gave me a similar story of paying absurd bills. I believe the corporations of Aurora Healthcare and United Healthcare are blatantly withholding prices from customers.Respectfully,***********************
Business Response
Date: 03/03/2023
Thank you for contacting Advocate Aurora Health. An acknowledgement letter and Release of Information will be mailed to ****************. Once the signed Release of Information is received back, additional information can be provided.
Customer Answer
Date: 03/04/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I'm glad to hear they responded. The reason for rejection, is to keep the case open beyond the 10 day limit specified by the Better Business Bureau. It will take longer than that for them to mail me the Release Waiver, and for me to mail it back to Aurora.
Please keep this open beyond the 10 day limit.
Thank you very much for helping me on this, I truly appreciate it.
If there is anything else you need from me, or this was not the correct action to take, please do not hesitate to contact me.

Regards,

***********************
Business Response
Date: 03/06/2023
Thank you for contacting Advocate Aurora Health. A signed Release of Information is needed for a formal response to provided on ******************** complaint. His account has been noted.
Customer Answer
Date: 03/06/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Please keep the complaint open, so that I may submit the release form to Aurora.

Regards,

***********************
Business Response
Date: 03/07/2023
Thank you for contacting Advocate Aurora Health. Your account has been noted. Additional information can be provided when the signed Release of Information is received.
Customer Answer
Date: 03/12/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Good Morning, Please let Aurora know I received their letter, and mailed the completed release waiver back to them.

Regards,

***********************
Business Response
Date: 03/13/2023
Thank you for the additional information. When the signed consent is received, additional information can be provided.
Initial Complaint
Date:02/18/2023
Type:Product 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.
My friend went in with a sore throat and literal blisters on the inside of her throat that you can see with the naked eye and was tested for covid and strep. They both came back negative and the doctor accused her of faking and brushed her off with no further testing or even slightest increment of desire to try to discover what the issue was causing her ailment. A classic disregard of the Hippocratic oath.
Business Response
Date: 02/21/2023
Thank you for contacting Advocate Aurora Health. Please provide the following information so that we can further assist with ****************** concern:

Patient name
Patient address
Patient phone number
Date of service
Facility location

Thank you in advance for your assistance.

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Aurora Advanced Healthcare, Inc. is NOT a BBB Accredited Business.