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:03/27/2025

  Type:Service or Repair 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 have been having difficulty with getting Northwestern Medicine to stop sending me recommendations via email and text. I have requested this via ********************** written letter and Contact form on their website. I have tried to explain that I follow recommendations from my primary care ******* *** is not a part of Northwestern Medicine. I have also, asked them to remove mychart. I have tried blocking emails, which just puts them in my Spam folder. I reply STOP to opt out of texts, but more come from a different number.

• Initial Complaint

  Date:12/27/2024

  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.

  Northwestern Hospital is a nationally recognized provider of advanced medical care, but from my experience with its billing department, and from other complaints on the BBB site, it appears to be in the business of maximizing revenue even when in my case some charges are not justified. In my case, my husband and I used their travel services department on June 20, 2024. We knew we would have to pay in cash, which we did for a total of $593.80 for the consultation and shots. The person we consulted with was not a doctor, nor was a doctor involved in anyway in our consultation. My husband paid on his credit card, in full, and we both were charged the same amount for exactly the same services. I provided the credit card statement showing the payments to Northwestern. Nevertheless, inexplicably Northwestern Hospital has been pursuing me for the past 4 months for an additional $95.10 for professional services with a doctor whom I did not see. The original mystery billing charge was for $392.00. I have repeatedly called the billing department to remove the additional charge, which they threatened to send to collection. I have been met with a total lack of transparency and failure, despite repeated requests, to reveal to me any proof that I received services from or was treated by this doctor whom I never saw. In all my calls, no one in the billing department could explain why I, and not my husband, was being billed this additional amount. It is not a large amount, but it is the principle of being the victim of what appears to be unjustified billing collection that deeply concerns me. I hope that I am wrong, but I would like to have the $95.10 removed and an apology from the Northwestern billing department for the time I have needlessly spent trying to have their mistake rectified.

• Initial Complaint

  Date:12/18/2024

  Type:Service or Repair 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 a formal complaint regarding a serious medication error that occurred at Northwestern Medicine, which has directly impacted my health and well-being. The error involved the administration of ******** (50 mg) despite my explicit prior communication with the medical team about my epilepsy condition and my inability to take ******** due to seizure risk. As a result of this error, I suffered a seizure shortly after leaving the hospital.Details of the Incident:Date: 3/4/2024 Location: Northwestern Medicine Issue: Medication errorBenadryl administered despite prior communication regarding my epilepsy.Impact: A seizure triggered by the medication, causing significant physical and emotional distress.I have repeatedly communicated this issue to the hospital, explaining my medical condition and the risk associated with ********. Despite this, my concerns were ignored, and I was administered the medication. Furthermore, after the incident, the hospital failed to resolve the situation in a timely or effective manner, and my case was closed without any consultation or effort to find a solution. No one from the hospital, including the management team, took responsibility for the mistake, and I was burdened with the responsibility of following up, despite being located in ***** and having made it clear that I could only communicate via email.Additionally, I received payment reminders for the hospitals services despite the serious nature of the medical error that occurred. This exacerbated my physical and mental health challenges during an already difficult time.

• Initial Complaint

  Date:09/06/2024

  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 had a colonoscopy at Northwestern Memorial Hospital in March 2024 and an IV was erroneously placed in an artery vs. vein. It is a documented issue and I was advised to see a physician if I had any issues. I did, in fact, have lingering intermittent pain and saw my primary care physician in late April who ordered an ultrasound to see if my artery was damaged from the IV. Northwestern Memorial initially refused to cover any of the cost and I appealed that decision. Based on the second review, I received a letter indicating half of my medical bills would be covered, not due to the documented error, but to accommodate my pain and "less-than-optimal" experience. The letter I received also noted that the case is closed and will not be revisited. This is just wrong and my fees should be covered in full. The doctor's visit and ultrasound were needed based on the incorrect IV placement that is shown in my test results, but Northwestern Memorial refuses to do the right thing and cover my expenses for their error. Thank you.

• Initial Complaint

  Date:07/03/2024

  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 have been going to Northwestern Hospital downtown for years. I have had many issue. Saturday 6/29/24 I went to the hospital because I was spitting up blood. I was admitted and I said several times that I didnt want to do a Covid test. It is also in my files specifically stating that. It is not required for any thing that I needed. I had stated 3 times within this week that I didnt want the test. They kept me in the hospital until Monday. Then scheduled me for a bronchoscopy today July 3rd. After the bronchoscopy I saw results from this Covid test on mychart. I didnt receive/sign or consent for the test. I had a scheduled bronchoscopy @ 10:30. I received twilight to be put under for this. I asked before scheduling if the Covid was needed, they said it wasnt. I was put under @ 11:25/11:30. When I woke up & checked for the results of the bronchoscopy I saw all the results for Covid. I told them no several times and they violated me by testing me as soon as I went under. The time of test clearly stated @ 11:38. I was under this twilight medicine. I want to file a complaint. I dont know who else to leave this complaint with but I am going find out. ************************* a pulmonologist @ Northwestern Hospital. I dont know what Im expecting to happen but I dont appreciate being violated after clearly stating I DO NOT CONSENT!!!! I have given my consent for the BBB to look through my medical records. If this is posted publicly please black out my phone number & the medical pdf info.Thanks,Ms. Pisce *******

  Customer Answer

  Date: 07/05/2024

  
  Better Business Bureau:
  
  The Business has addressed my concerns outside of addressing the BBB in reference to complaint ID ********. My issue is resolved and my complaint can be closed. 
  
  Sincerely,
  
  ********************

• Initial Complaint

  Date:05/02/2024

  Type:Service or Repair 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.

  It started with urologist ************* not taking me in one week later for a follow-up visit after he inserted a stent in me for a kidney stone surgery, he would not take me as a patient because his secretary told me that I had no insurance so then I called my family doctor instead I got there answering service, long story short, *********************************. Now fast forward ************** at northwestern memorial hospital took out the stent and now I have Erectile Dysfunction and they will not find out why all they do is push ****** and so did ************ who no longer at memorial hospital. I continue to be ignored about the my stomach pain, my p**** discomfort on and off throughout an average day. Long long story short. Nothing is being done about my Erectile Dysfunction at all.

• Initial Complaint

  Date:04/19/2024

  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 is in reference to Guarantor # ********.I was diagnosed with a brain tumor in the fall of 2023. I had a craniotomy followed by radiation at Northwestern Hospital in November and December of 2023 and received very good medical care.The billing situation, however, has become a nightmare. We do not have traditional healthcare insurance. We are members of a Christian ********** sharing ministry, and are considered cash pay, so we have to pay for the treatment before receiving it. We made two wire transfers which have been entered as payments for much less money. On Nov.. 27, we wired $50,000, but it is recorded as a payment of $32113.50. On Dec. 1 another wire transfer was made for another $50,000, but it is recorded as a payment of $19,511.18. I have emailed them the documentation twice (third time today), but have not had anyone that can seem to do anything. I have called many, many times, and nothing is being done. They are billing us for another $31,633.72, when they owe us money back!

• Initial Complaint

  Date:04/16/2024

  Type:Service or Repair 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 paid a bill for my father, *******************, using Northwestern Memorial's online system. At the conclusion of the transaction, it said was sending a confirmation to an email address at **************** we have NO email address of that nature. I called billing **** on 4/15 looking to talk to someone out of a concern for possible fraud. I have heard NOTHING. I called again today on 4/16 and was put on hold for 20 minutes and again, never spoke to a senior mgr about our concerns. This is lousy customer experience especially given that this could be fraud related. I was NO given anyone's name or number that I could contact.

• Initial Complaint

  Date:03/05/2024

  Type:Service or Repair 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 have had a horrible experience while receiving care at Northwestern Memorial. After 5 months, botched procedures, and failure to follow-up as outlined, no one is any closer to diagnosing the swelling on my foot. The second biopsy alone (required because the first was done incorrectly) cost me Us$ 550 co-pay.I am still waiting for answers and at this point feel quite frightened, neglected and unsafe. The doctors whostopped by to gawk at the guy with the weird foot did not help. September 27 I had an X ray with ********* regarding swelling on top of my foot.This led to the referral to the first specialist, foreign object remover.************* concluded that it is not a foreign object and ordered anMRI with contrast fluid at the end of October. Based on theresults he thinks it is a vein issue and refers me to *********************.On December 16 the biopsy is done with **********************. He informs me this is done incorrectly or incompletely and it is a dermatology problem andafter New Year I will be contacted. That does not happen and I reach out.Getting an appointment scheduled with the dermatology department was all by impossible and no one reached out. Finally, Dr ******* there will be a second biopsy with a huge cut. **************** me up felt like two pieces of sail tied together with coarserope and big stitches.During that time 2, 3 other doctorsstopped by to gawk at the guy with the weird foot.It was a nasty experience. One month later I am still waiting and at this point feel quite frightened, neglected and unsafe.I have reached out to the providers directly (MyChart and email) expressing my concerns and have been completely brushed off and unheard.

• Initial Complaint

  Date:02/22/2024

  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.

  Subject: Request for Review and Consideration - Waiver of Charges on Account #******** Dear Northwestern Medicine Billing Department,I trust this letter finds you well. I am writing to address the recent response I received regarding the charges on my account #********, amounting to $12.32, for lab tests conducted during my annual preventative health exam under the care of *****************************, DO.I appreciate your prompt attention to my inquiry, but I find the explanation provided regarding the additional charges beyond the annual exam to be lacking in clarity. During my visit, at no point did ************** mention that he was conducting four (4) additional items outside the guidelines of the annual exam. It is concerning to me that such tests were performed without my knowledge or consent.Furthermore, I would like to emphasize that my primary concern is not only the nature of the tests but the assurance given by ************** that all lab tests performed during my annual exam would be 100% covered by insurance. If these tests were indeed beyond the scope of the annual exam, it was not communicated to me during the appointment.I understand that billing practices may vary, but I firmly believe that transparency and communication are vital aspects of patient care. The unexpected charges have caused confusion and frustration, and I kindly request a reconsideration of these charges with the possibility of waiving the amount.I would appreciate a detailed breakdown of the four (4) additional tests conducted, as well as clarification on why these tests were considered necessary during my annual exam without prior discussion or consent.Additionally, I would like to request an extension of the payment deadline to February 26, 2024, as mentioned in your correspondence, to allow sufficient time for a resolution to be reached.I am grateful for your understanding and anticipate a prompt and amicable resolution to this matter. Please feel free to contact me at *********************** for any further information or clarification needed.Thank you for your attention and cooperation.Sincerely,