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Business Profile

Clinic

Aurora Advanced Healthcare, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Clinic.

Complaints

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

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Aurora Advanced Healthcare, Inc. has 51 locations, listed below.

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    Customer Complaints Summary

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

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:02/14/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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 contacted my healthcare provider **************** MD in *******, ** on 2-7-2023 and had to leave a voice mail message and sent a message thru the Aurora Portal to have this office send a script to my new health insurance pharmacy for my Humira Prescription. I left two voice mail messages on 2-8-2023 and never received a call back regarding this issue. 2/10/2023 this physicians office finally responds and sends my script to my new pharmacy. On 2-13-2023 the prior approval was sent from my new health insurance company to be processed and faxed over to ******************** office. Two more attempts and voice mail messages were left with ******************** Office on 2-14-2023 with several My Chart messages with this office on 2-14-2023 where my new insurance information was finally given to the provider. The instructions on the Prior Auth stated to send this back to Express Scripts/Aetna as Acredo is only the pharmacy that fills the medication and my insurance company is Express Scripts/Aetna. I have been informed that ******************** office filled out the prior auth on 2-8-2023 and will not fill out a prior auth as they already sent the prior Auth to my insurance company. How can they send a prior auth to my insurance company before they know who my new insurance company is. Why did I leave 5 voice mail messages with this office the last time that I needed medication refills and they finally responded. Now this office feels that they knew who my new insurance company was before they were provided with the information and does not have to answer the new fax that was sent on 2-13-2023. Can someone at your organization please work with ******************** office so I can get the prior auth completed and get my Humira Prescription filled and actually return a call to confirm the 2-13-2023 auth has been completed? Thanks for your help.

      Business Response

      Date: 02/21/2023

      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: 02/21/2023

      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.

      This does not resolve this issue.

      Regards,

      *************************

    • Initial Complaint

      Date:02/13/2023

      Type:Billing Issues
      Status:
      Resolved
      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.
      Recently had an ER hospital visit on Dec *********************************************************************** remain calm. I was treated and there for about 4 hours getting a CT scan and such and was billed over ***** + dollars for services and including a check up later the next month. When I called financial assistant services to tell them I could not afford it and they kept insisting on paying less and less. I said, "Ma'am you are asking me to make the choice between buying food or paying this bill. Isn't there any financial assistance or anything I can do to get help as I cannot pay this?" She replied, "I'm not asking you to chose between food and your bill. You wouldn't qualify for financial assistance." I then hung up as they refused to provide any information about financial assistance according to what the hospital provides for single people like me with financial hardship.I know legally according to Section 501(r)(4) requires a hospital organization to establish a written financial assistance policy (FAP) and a written emergency medical care policy for a hospital facility it operates." Source **********************************************************************************************************************************************************(r)(4)%20requires%20a%20hospital%20organization%20to,a%20hospital%20facility%20it%20operates. I found their website and sent in the required documentation in the mail without their help. ********************************************************************************************* I reached 2/9/2023 out on Livewell letting them know I mailed the proper documentation and the amount I could pay that day. Then today 2/13/2023 after waiting 48 hours for customer service to respond. I received a letter in the mail saying my bill is past overdue. I feel it's highly illegal and morally unethical to not provide information concerning financial assistance when requested for the purpose of which it was intended. I would like them to assist me.

      Business Response

      Date: 02/14/2023

      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.

      Customer Answer

      Date: 02/14/2023

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not satisfactory to me. I will update once I confirm they agree to 1. Help me finish any steps or documentation for financial assistance programs. 2. Ensure any future documentation and discussion is listed in writing I will not call because they refused to help. 3. When calling into financial assistance they agree that anyone who requests financial assistance or information about such programs will receive it. Those who refuse to offer it will be held accountable by the business as they should already be doing. 

      Regards,

      *************************

      Business Response

      Date: 02/14/2023

      Thank you for contacting Advocate Aurora Health. A signed Release of Information is needed for a response to be made to the ** Better Business Bureau complaint. Once the signed Release of Information is received, additional information will be provided.

      Customer Answer

      Date: 02/14/2023

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      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. 

      Regards,

      *************************

    • Initial Complaint

      Date:01/31/2023

      Type:Billing Issues
      Status:
      Answered
      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.
      This account is in violation by misleading and false reporting on my consumer report. Please remove it from my credit report.

      Business Response

      Date: 02/01/2023

      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:01/26/2023

      Type:Billing Issues
      Status:
      Answered
      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.
      Been trying to resolve this since 2020. Aurora will not recognize they changed my record and their doctor lied. Had umbilical hernia since ********************************************************************************** the online MyChart records. Had seen multiple doctors trying to figure out extreme constipation, pain and nausea. Unfortunately, I was in a car accident in September of 2019 treated at Aurora ******* for head *************** Filed lawsuit w/**********************. July of 2020 extreme abdominal pain, illness. Went to ER and had CT. Had colitis and fat containing umbilical hernia. Sent to *******************, then ******************************* surgical consult. surgical consult and discussed causes of ****** gave me a number of reasons one of them was trauma. He informed me the hernia was no older than 9 months old. I told him of the accident and he told me that it could have been a factor. I scheduled my surgery for November, he wanted it sooner rather than later. Emailed ********************** that day. Was going to close my case, however, they said that to wait until my surgery was complete to settle. Had my surgery, got an infection and then was doing better. I went to get my medical records and the information from **************** was not in my records. emailed his office via my chart then my attorney sent paperwork. Refused to fill it out. Denied all statements Was going to file a complaint with the ********* ********************** But risk manager assisting me, withdrew complaint. Informed me had hernia since 2013 she found in my records. Informed the hernia was an insignificant finding in 2013. asked why I needed surgery now. Told elective. Informed me her and **************** reviewed the hernia and it had not changed since 2013? I then asked if I even needed the surgery, no response. Would've appreciated the truth in the beginning.****** reimbursement for $30,711.38 cost of the surgery.

      Business Response

      Date: 01/27/2023

      Thank you for contacting Advocate Aurora Health. An acknowledgement letter and Release of Information will be mailed to ****************. Once the signed consent is received back, additional information can be provided. 

      Customer Answer

      Date: 01/28/2023

      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 will sign and return the release of information.  I refuse to accept your response that everything was done properly.  I was lied to and have the submitted the documents again that you changed my record.  That is completely unacceptable.  My level of care was not met and I can not be the first person you have done this to. Unsafe and unacceptable.  

      Regards,

      *********************

      Business Response

      Date: 01/30/2023

      Thank you for contacting Advocate Aurora Health. Once the signed Release of Information is received, additional information can be provided.

      Customer Answer

      Date: 01/31/2023

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this response is satisfactory to me.    

      Regards,

      *********************

      Customer Answer

      Date: 02/01/2023

      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.

      No, my complaint is not resolved.  I'm awaiting the information from Aurora.


      Regards,

      *********************

      Business Response

      Date: 02/01/2023

      Thank you for contacting Advocate Aurora Health. An acknowledgement letter and Release of Information was mailed to **************** on 1/27/23 with a prepaid envelope. Once the signed Release of Information is received back, additional information can be provided.

      Customer Answer

      Date: 02/01/2023

      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 do not want additional information provided.  Aurora Healthcare lied, changed/concealed my record and caused me so many hours of unnecessary stress.

      Regards,

      *********************

      Business Response

      Date: 02/01/2023

      Thank you for contacting Advocate Aurora Health. A signed Release of Information is needed for us to respond to the ** Better Business Bureau complaint. Once the signed form is received, additional information can be provided to the ** Better Business Bureau.

    • Initial Complaint

      Date:01/13/2023

      Type:Billing Issues
      Status:
      Resolved
      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.
      Last October, Advocate Aurora had a major data breach. It was a HIPAA violation, 3 million people had their data breached. Advocate Aurora said no social security numbers were involved. This is not true. i am a victim of identity theft. I had to make a ******** fraud complaint. These people had all my of my info- including my social security number and a lot of my medical info. Ive had to file a police report and go through all the steps of identity theft. When I called Aurora about it, all they said is theyre monitoring the situation- nothing else. These people with all my info are now taunting me. Advocate Aurora is responsible yet they are not taking any steps to help people who are going thru this. Credit monitoring should be the least they should do. I wasnt even told of the breach. I found out from an online search. I have pages and pages of information Im willing to share with Aurora of what *** discovered and what Ive done so far.

      Business Response

      Date: 01/17/2023

      Thank you for contacting Advocate Aurora Health. An acknowledgement letter and Release of Information will be mailed to ******************. Once the signed consent is received back, additional information will be provided. 

      Customer Answer

      Date: 01/17/2023

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is acceptable for now. But I will wait and see if  Aurora sends me a letter and what that letter states. 

      Regards,

      *****************************

    • Initial Complaint

      Date:01/05/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      While experiencing an urgent health issue, I went to the nearest *********** clinic which Aurora advertised itself as, in its name, on signs, and through ******* After many many calls to my insurance and to Aurora, I finally learned today that Aurora Healthcare is not actually an *********** clinic. It was explained to me that because it's not actually an *********** clinic it cannot bill as ***********, and instead bills as an expensive hospital office visit. My insurance, as with most insurances, covers *********** visits but not office visits in other states. I feel that Aurora's advertisement of itself as an *********** center is fraudulent and at the very least patients need to be informed that it is NOT in fact an urgent care clinic and they are likely to be held responsible for the entire amount. Despite trying to work it out with Aurora several times, I now have medical debt in collections thanks to their fraudulent advertising.

      Business Response

      Date: 01/06/2023

      Thank you for contacting Advocate Aurora Health. An acknowledgement letter and Release of Information will be mailed to ********************. Once the signed consent is received back, additional information will be provided.

    • Initial Complaint

      Date:01/05/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 future mother-in-law is in the final stages of passing away. I happen to be white but they are a very loving close Mexican family. They were told to call family. The family came. A very pompous security guard came and kicked everyone out. My fianc and his nephew are police officers and approached the security guard. Apparently he had an issue with his nephew. Everyone was kicked out but he said my son and I could stay. My daughter drove over 1.5 hours to pick us up. We were then told I could be in the room along with the other spouses. The rules changed again and I am not even allowed to wait in the hospital waiting room. I am currently writing this complaint in my car in the parking lot. We have been treated like criminals and have been subjected to very poor treatment. I get there are rules but I cant even comfort my fianc as his mom dies. How utterly cold and cruel. Her grandkids are standing out in the cold looking sun n the window. We video chatted each one in so they could say goodbye to the matriarch of their loving family. To say I am appalled is an understatement. Creating scenes when her passing and meeting her savior should be a peaceful journey. Please tell me how this can even be rectified. As a veteran educator I teach kids fair and equal are not the same thing and there are many shades of gray. This family should have been able to say goodbye in a respected manner.

      Business Response

      Date: 01/05/2023

      Thank you for contacting Advocate Aurora Health. My condolences on your family's loss.

       

      Please provide the following information, regarding the patient:

       

      Name

      Date of birth

      Date(s) of event noted in complaint

       

      Once this information is received, further assistance can be provided.

    • Initial Complaint

      Date:12/28/2022

      Type:Service or Repair Issues
      Status:
      Unresolved
      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.
      This complaint is regarding the medical billing, customer service and financial ********************** for **************************. My care provided at the ********** location for my visit on Nov *****, 2022 was fantastic from the time I arrived until the time I was discharged. That was where it went south. I received a call the following day from a financial advocate advising she was looking to collect funds for an upcoming scheduled appointment with my primary doctor. This seemed odd to me and I asked why this wouldn't be put through my insurance. Her answer was they do not provide medical billing to "limited liability insurance plans." I explained my ins., ********************* was NOT a limited liability insurance plan. I also asked if my previous two day stay in the hospital was submitted to my ins. She advised it was not submitted. After logging into my LiveWell account and seeing what my bill was, I almost put myself back into the hospital. This started several phone calls to customer service and other departments. Same response each time I was advised my plan was a limited liability plan. I proceeded to get my ins company's representative involved. I received the following from them. "Unfortunately the Detailed **** supplied to you from Aurora does not contain enough information to process your Major Medical benefits under your insurance plan. Attached are copies of the standard medical insurance claim forms used by providers to bill insurance companies. Per their website they are Happy to bill all primary and most secondary insurance claims for you.We have requested the information from your provider multiple times and have supplied them with information that your coverage is not under a Limited Plan". This situation is beyond unbelievable. I have company issued health ins., pay weekly for it, an insurance company willing to pay for my services I received, yet Advocate Aurora Healthcare will not provide billing statements to my ins company. Disappointing.

      Business Response

      Date: 12/29/2022

      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: 12/29/2022

      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 type your response here.]

      A signed release has been provided to them. 

      Regards,

      *************************

      Business Response

      Date: 01/03/2023

      Thank you for contacting Advocate Aurora Health. An acknowledgement letter and Release of Information was mailed to ****************** on 12/29/22. To date, the signed Advocate Aurora Health Release of Information has not been received. Once this is received, additional information can be provided. This signed document is needed to provide a response to ********************** concern.

      Customer Answer

      Date: 01/03/2023

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      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. 

      Regards,

      *************************

      Customer Answer

      Date: 01/04/2023

      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 would like the complaint to be an active status as Advocate Aurora Healthcare has not addressed my complaint at this current time. I mistakenly accepted the correspondence regarding needing a signed HIPPA form, not realizing this would close the initial  complaint ID ********. 



      Regards,

      *************************

    • Initial Complaint

      Date:12/04/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 taken by ambulance to Aurora hospital. She was admitted . The care she received over the next 3 days was horrible. She was told she will have to go to a nursing home , yelled at and under cared for. The one nurse said she had 7 patients to 1 nurse and unable to give the proper care. The day she passed away they had no compassion at all. They let the ******* and my brother in law in the room with my mom laying there completely naked.This behavior is completely uncalled for. Nurses gave the same amount of meds a 185 pound women would take to a 92 pound 87 year old woman. My sister told them it was to much but they proceeded.

      Business Response

      Date: 12/06/2022

      Thank you for contacting Advocate Aurora Health. Please provide the following information for ****************** mother:

      Name
      Date of birth
      Date(s) of service
      Hospital

      Once this information is received, we can proceed.

      Customer Answer

      Date: 12/06/2022

      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 type your response here.]

      Regards,

      *********************

      Business Response

      Date: 12/06/2022

      Thank you for contacting Advocate Aurora Health. Without the additional information, previously requested, we are unable to proceed in reviewing ******************' concerns. We ask that the information requested be provided so that we can further assist.

    • Initial Complaint

      Date:11/30/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      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 out for a work related injury since July. I contacted a doctor that was approved by ********** of ***** for a workers compensation related case. This doctor has not been cooperative in what he needs to do for me in terms of paperwork. He has done nothing but complain or question everything. I have been working effortlessly to try and get what I need from him so I can continue to get paid and eventually/hopefully get back to work. He cut me off at my last appointment with him when I tried to explain what I do for ***** He laughed when I told him we cant just do any job that we have to have one within our craft. Unfortunately, I was unable to explain this to him and he released me from his care prematurely. Im still having issues with my arm even after he did the procedures on me. I dont want to see him again but I need the documentation Ive been asking for. He treated me so poorly and this is unacceptable.

      Business Response

      Date: 12/01/2022

      Thank you for contacting Advocate Aurora Health. The signed Release of Information was received on 11/29/22. Per the complaint, ******************** stated that she was seeing a ********** of ***** approved doctor for her workers compensation related case. She explained that she has been having trouble getting the doctor to complete paperwork needed for her case, so she can get paid and back to work. She also mentioned she was treated poorly, and was prematurely released from the doctors care.

      I have forwarded Ms. ********* concerns to the appropriate Quality Management **********. A representative from that department should contact her within ***** days. The Patient Billing Contact Center is not involved in, nor does it have access to, the outcome of the review. The billing will continue while this is in review.

      The next billing statement is due to generate on 12/18/22. ******************** is encouraged to review the account status message in red print on page 3. If she finds that a payment plan is needed, she is asked to contact the Self-Pay Collections team at ************. Setting up an official payment plan will protect the account balances from placement with an outside collection agency when the payments are current.

      Customer Answer

      Date: 12/01/2022

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      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. 

      Regards,

      ***************************

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

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