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:11/26/2024

  Type:Product 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 daughter had an outpatient visit with an ENT, Dr. ******** *****, on 1/4/24. The doctor's office is located inside the *** Lurie Children's Hospital Building, but we did not use the emergency room or the hospital. We simply attended an appointment with Dr. ****** The charge for the visit with Dr. ***** was $549.95, which was partially reduced by insurance, and I paid the remaining balance. A short time after receiving the bill for the visit, we received an additional bill from *** Lurie Children's Hospital for $250 for a "facility charge". This was also partially reduced by insurance, so that the remaining amount to be paid was $154.25. I had never been told that there would be a "facility charge" when I scheduled the appointment. When I arrived for the appointment on 1/4/24 and checked in at the front desk, I was not told that there would be a additional "facility charge", and there were no signs anywhere in the lobby waiting room or in ****************** mentioning this additional charge.I explained this to a billing supervisor named ******* on 11/26/24. He response was that *** Lurie Children's Hospital had "been doing this for years" and it was not illegal.I am an honest person and I have no issue paying for health care services. However, it is not acceptable to me to be charged for something I was never informed about beforehand. I would have not scheduled the appointment if told about it initially, and would have cancelled the appointment if I was told about it when I showed up for the appointment with my daughter. This is a deceptive practice that is extremely unfair. They have an obligation to inform patients about this.I will certainly never use any doctor affiliated with this hospital again because of this, and I am requesting a full refund of $154.25.

• Initial Complaint

  Date:10/08/2024

  Type:Billing 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.

  This complaint covers health care services provided to my two sons aged 19 and 17 on Friday, 7/5/2024 at the Lurie Children's Hospital facility in **********, **. I am the health insurance policy holder, and the boys are covered beneficiaries. This took place during a visit that began at 4:15pm. The context was that this was an annual visit with the ophthalmologist for whom both boys were established patients. Following check-in, I paid a $50.00 co-pay for each boy's visit as 2 separate Discover Card transactions totaling $100.00. We were escorted from a waiting area to a treatment room where the boys were tested for usual and customary ocular health parameters by clinical medical assistants and examined by the ophthalmologist including a vision refraction for each boy. All of this was construed as a routine office visit, and any reasonable person would do the same. Months later, I received bills for each patient seeking an amount of money ($125.00) that was unusual based on the conditions of my insurance. The $50.00 co-pays were expected and in accordance with the conditions of responsibility from my Aetna administered insurance. When I questioned the bills with LCH billing, they stood behind the validity. I called Aetna who revealed this was billed as Procedures performed in a Hospital ********************** There is no reasonable circumstance under which that is true, and Aetna questioned it as well. Like me, Aetna also questioned why *** would accept a copay if it intended to bill this way. My concern is that (1) I've been charged more money than is appropriate and (2) this is likely a practice that is persistent and others may have been victims of excessive fraudulent billing as well.

• Initial Complaint

  Date:04/23/2024

  Type:Billing 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.

  First, the medical services were great.Unfortunately at each appointment, we are asked to sign a form confirming we will be liable for the bill if insurance does not pay. I have been advised if I did not we would need to go home (over 50 miles away) make another appointment so they could process the insurance first and come back.This should be alarm bells to start with, a VERY shady process.Once the service was performed they submitted the claim to my insurance, who denied it as the invoice was incorrect.... What is wrong? I have spoken to the Insurance dozens of times and got a different answer every time, on one occasion it was that the zip code was the wrong code for the contracted service, another was the billing code was wrong, the wrong code for that location, etc.... Insurance also advised that ******'s are NOT allowed to invoice me, it's in their contract with the ****************** I advised the Insurance that ****** threatened to send it to collections after 30 days.During my back and forth, ******* continued to claim they invoiced correctly and were unwilling to change it and if not paid I would be responsible. I have made over 50 phone calls many over an hour long, worried a debt collector would come or I would have my credit history affected. This has gone on for months.Recently I have been advised that one of the bills has been paid and others are now being reviewed. But his has caused me so much worry. The bills added up to around $10,000 and are covered by my insurance.******'s Children's Hospital billing department has been so unhelpful and unwilling to work with the insurance company (who have also called them multiple times), or change anything to meet the Insurance requirements and even my ***************** has registered a complaint internally about the Hospital. The situation is still ongoing today.

• Initial Complaint

  Date:02/13/2024

  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.

  I am trying to get a simple prescription refill of birth control for my daughter. The office says they dont know when they can call me back because their computers are still down and they have to use paper. **** tells me they dont give any time frame as to when someone will call back because they are using paper.Im not sure how they get away with not even providing a time frame as to when a nurse will call back.

• Initial Complaint

  Date:11/08/2023

  Type:Billing 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.

  I am filing this complaint because I want to bring to light business practices that seem fraudulent in nature. The financial cost that I have incurred are insignificant relative to the insurance payout secured by Lurie Children's Hospital in this case.I am filing this complaint against Lurie Children's because my **************** (and I) were billed for medical services that were never rendered. The insurance company asked me to appeal the charge with Lurie Children's Hospital. I have done so; however, the appeal has not been addressed and the Hospital continues to send me bills. Reluctantly, I paid the bill today (11/8/2023). Greater detail: Close to a year ago, my son received antibiotics for an ear infection. He had a skin reaction that was concerning for a drug allergy. Our pediatrician asked us to stop the medication and seek Allergy testing performed by a Physician Allergist. We were referred to Lurie Children's in to see said Allergist. The Allergist saw/evaluated my son in-person during a consultation visit and agreed to proceed with Allergy testing. The physician asked us to return at a later date for the formal testing. On arrival for testing (9/13/2023), the physician realized that my son would not tolerate testing. No allergy testing was completed. A mutual decision to defer testing for several years was reached. In spite of this, the physician/Lurie Children's billed us for physician and clinical services associated with completing allergy testing. This seems inappropriate (and possibly fraudulent) because the physician evaluated the patient during a consulting visit and determined that Allergy testing could be performed, invited us back for said testing at which time testing was NOT performed and then billed us for physician/clinical services for services NOT rendered. Insurance was billed ~$1000

• Initial Complaint

  Date:03/18/2023

  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 have been calling the hospital for the last 3 months to get them to reprocess codes so it is an in office. It was incorrectly coded as a hospital visit. But the hospital is not moving forward. They are now asking me to pay the full amount. All they needed to do was to send the correct codes to the insurance company for reprocessing. I asked for an extension so the hospital has time to reprocess the claim but the hospital is not willing to budge on this either.First they told me it'll take 30 days to process and then 30 days later they are like "oh we haven't processed yet". I've even asked for a call back but they don't do that either. There is no follow up process. I'm considering legal action for the frustration the hospital is causing. I can't believe a hospital so large and well known can be so difficult to work with. The people on the phone seem to be helpless to the hospital's bureaucracy.

  Business Response

  Date: 04/21/2023

  see attahcment 

  Business Response

  Date: 06/06/2023

  Please see attached*

• Initial Complaint

  Date:12/14/2022

  Type:Product 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 enrolled for the Fetal Cardiology Virtual CME Series 2022. I submitted payment on April 21, 2022 for $50. I attended all 4 sessions with the expectation that I receive 4 AMA PRA Category 1 credits after the completion of the fourth session. I have emailed *********************************** with great response and assistance prior to this issue. After the final installment on 11-17-22, I completed the course evaluation on 11-22-22. The evaluations were not available immediately. I was only able to view 1 credit hour. I promptly reached out to ***** asking how to obtain the remaining 3 hours. She responded, quickly, that ** Cloud CME changed their platform and there were disruptions for registrants. Her last communication states that "She will check in with the ** people and get back to me soon." We are approximately a month later and I have received no additional information. I reached out via email on 11-28-22, with no response. I called the number listed on her email and left messages on 12-6-22, 12-9-22, and 12-13-22. I attended each session. I completed each course evaluation as soon as they were available. I called ***** months ago to understand that I would not see any credit hours until the completion of the last roundtable. Now the series is complete, I have fulfilled my requirements, and I have not received the credit hours for which I paid. To resolve this, I need a full refund or 4 credit hours. This seems like a scam. Lurie Chicago Children's Hospital collected my money and did not provide the expected credit hours. I need a resolution as I need these hours to fulfill my licensing requirements by the end of December. Please give me credit so I can turn them in to ARDMS, or return my money so I can utilize the funds to earn the remaining credits need for my license.

  Customer Answer

  Date: 12/27/2022

   
  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. The businesss response regarding 2 emails does not register with me because I had a log in/password under one email. That is the log in I used to access the calls and transcripts. Regardless, my sole reason for getting the BBBs assistance  was to obtain all 4 CME hours, which I received after this complaint was initiated. 
  Sincerely,
  
  *********************