1 /5 jillian nunez: I visited AdventHealth in Kissimmee while feeling extremely ill with a high fever of 102°F, and the customer service I received was terrible.
Upon arrival, the front desk agent was not very warm or welcoming. She asked if I had received a link to verify my information, and I told her I had not. She said she would resend it and that I needed to complete it before being seen. However, the link would not open. I connected to the WiFi, reset my phone, and tried multiple times, but nothing worked.
I went back to the front desk and explained that my phone wasn’t working, even showing her the issue, and asked if there was an iPad I could use. She dismissively told me no and then checked her own phone, stating, “Well, I have WiFi, so it must be your phone.” I reiterated that something was wrong and that I needed help, but instead of assisting me, she sent me outside to try again.
Despite standing outside sick with a 102°F fever, the internet still wouldn’t connect to their server, and I couldn’t access the link. I returned inside and showed her that it wasn’t working, but her expression made it clear she didn’t want to help me. She simply told me to sit down.
When she finally called me up, her first response was, “I really needed you to go on that link and fill out that info.” At that point, I had no energy left to argue. She then informed me that I had a $230 deductible. I told her that was incorrect because I had been to this location many times with this same insurance, and I was always charged a $40 copay, never a deductible. Her response was, “Well, this is the insurance you picked.”
At this point, I felt like she was more frustrated with me interrupting her texting than actually helping a sick patient. I refused to pay the $230 because I knew I did not have a deductible for urgent care. I left and immediately called my insurance, who confirmed that I do not have a deductible and that my copay is indeed $40.
I then called to speak to a manager about the situation, but I was informed that the manager was out until Monday.
This experience was frustrating and disappointing, especially when seeking medical care while seriously ill. The lack of empathy and assistance at the front desk made an already difficult situation even worse.
