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Business Profile

Hospital

Rush University Medical Center

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Rush University Medical Center's headquarters and its corporate-owned locations. To view all corporate locations, see

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Rush University Medical Center has 5 locations, listed below.

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    Customer Complaints Summary

    • 27 total complaints in the last 3 years.
    • 7 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:03/03/2025

      Type:Customer Service Issues
      Status:
      Unpursuable
      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 in contact with your Pediatrics team since last week (Tuesday 2/2525). At that time, I told them that my sister received a referral to go through a neuropsych evaluation due to delayed development and possible autistic spectrum. I provided her info, and was told that the Psych scheduling team would be in touch with me within 48 hrs. I waited close to a week, and no call. I just called again this morning, and I was told that I was misinformed because they have a waiting list of 6-12 months, which I find ridiculous. I asked the person I was speaking with that if there was a direct line to their office to get more information, and she said no. That all I can do is sit here and wait for the possibility of something opening up within 6-12 months for them to call me. This needs to happen immediately, and we are willing to do whatever it takes. Its sad to see that such a reputable medical institution has no way of providing transparency to their patients, nor do they attempt to provide as much info as possible to the point where we have to talk to someone, for them to send a message about scheduling an appointment with a team that does not fall within their department. That seems extremely inefficient to me.

    • Initial Complaint

      Date:02/20/2025

      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.
      To Whom It May Concern, I am filing a complaint with Rush University Medical Center. After arriving to the Emergency Room at approximately 11:00 p.m. to seek medical care and for a shelter request....A Police Officer stated that my belongings had to be search. After my things were searched, the Officer tried zipping my suitcase closed and the zipper broke. I asked the Officer how I can be reimbursed..... the Officer ignored me. I asked for the Officers name, the Officer ignored me. The cost of my brand new suitcase is ***** dollars. The Officer stated that my suitcase was used....which is false. I would like to be reimbursed for the cost of my suitcase as soon as possible. I am homeless and injured. I have no where to live or go. I have uploaded a photos of the occurrence.

      Business Response

      Date: 03/04/2025

      Rush has reached out to the patient to obtain further information and we are investigating the complaint. 

    • Initial Complaint

      Date:09/28/2024

      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.
      I had seen Dr. ****** **** on March 12, 2024 for an annual wellness visit. The visit also included my annual labs and bloodwork. As this is a annual wellness visit, my insurance should have covered this physician visit, however I am still being charged for this visit. I had informed Dr. **** to make sure that this visit would be billed properly as this had also happened to me the previous year and I had to file an BBB complaint to get it resolved. For this year's improper billing, I had, once again, messaged Rush on 3 separate occasions to have this charge cancelled. The charge has been audit and it has dropped from $51.15 to $21.15. However, my point still is that this is an annual wellness exam and should have been fully covered by insurance. I don't understand why this outstanding charge is still on my profile.

      Business Response

      Date: 10/01/2024

      Patient Relations has reached out to the patient and the billing department for complaint resolution.

    • Initial Complaint

      Date:06/05/2024

      Type:Product Issues
      Status:
      Unpursuable
      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 visited the ** on 5/17 for a hot, rapidly spreading rash. I had to wait OV** 10 hours to be seen! I advised the women at the front desk my rash was spreading more and they said all I could do was wait. When I finally got to see a doctor they refused to call down an infectious disease specialist. I could have cancer, an autoimmune disorder, or even measles and I received no aid. I was told to simply put aquaphor on it despite me telling them I had this condition for 2+ months and I had treated with antibiotics, antifungal, steroids, and even received a skin biopsy. I was told I would have to go to their infectious disease department and received a referral but that appointments might be 3 months out.Again, something serious could be wrong with me, and it can be contagious to the public, but no tests were preformed and I wasnt even sent home with a prescription. Prior to visiting the ** I called and asked if they would be able to let me see an infectious disease specialist while I was there and I was told yes, but while I was there they told me no. The care provided was not appropriate. I developed sepsis because they turned me away. Bloodwork was not even performed, and if it was it wouldve revealed my white blood cell count was very high and I had multiple infections, such as a fungal infection, cellulitis, and a staph skin infection.Doctors have a duty. They breached the standard of duty, as I went to another hospital and received at the bare minimum a blood test and antibiotics. I have been hospital for 5 days. There was a lot of distress involved in this whole situation and it couldve been avoided if RUSH requested simple blood work since it was evident there was a skin infection, they were told I was referred to the ** by a doctor, and I was complaining of increasing pain and warmth which are clear signs of infection. The improper treatment delayed my diagnosis of sepsis. It was negligent to not take basic bloodwork or to take my concerns seriously.

    • Initial Complaint

      Date:06/01/2024

      Type:Service or Repair Issues
      Status:
      Unpursuable
      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 July 23rd, 2023 I was transported by ambulance to Rush University Medical Center ** showing signs of appendicitis. I was treated rudely and misgendered by staff throughout the experience. I arrived at noon and had bloodwork drawn by 2PM. Bloodwork results were processed by 5PM per medical records, confirming appendicitis. I was left in the ** waiting room until approximately 9PM when I approached the nurse station about their treatment and to ask for my acuity or bloodwork. I expressed my frustration with accusations of hypocrisy, incompetence, and some pejoratives. No threats were made, the nurse called Security and told me to leave or I would be removed. I expressed my frustration, explained my mental health issues, and verbalized my intent to commit suicide, they repeated I could leave or be removed.When I have tried discussing this, they refuse to take accountability and pointed out my departure was recorded as me absconding, not me being removed and insist they didn't kick me out. They have refused to provide security video or the security report. I would like a copy of all security reports related to the incident as well as all reports from the investigation that led them to believe they did nothing wrong.It is a violation of the EMTALA to remove a patient without stabilizing first, I was both physically and psychologically unstable and should have been placed in a seclusion room for monitoring until tests could be completed.

    • Initial Complaint

      Date:05/29/2024

      Type:Service or Repair Issues
      Status:
      Unpursuable
      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.
      Mammogram done, I told worker machine was too tight and hurting me under rib cage, she kept grabbing my breast and laying on machine while it was cutting me up under, she was agitated when I told her to stop, never once looked to see I was bleeding and cut open. Went to ER..was given antibiotics, ointment..had to take 2days off can't lift my arm up to perform my work duties, spent money out of pocket as well. I am not mentally challenged and afraid to get ********* now. **** never called me back after asking how much compensation I wanted

    • Initial Complaint

      Date:05/23/2024

      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.
      ****, took money unauthorized out of my account after I canceled payments with Vanity weeks ago. My balance was zero and now this morning ******* in billing says I owe the same amount but it came out of my bank account and I dont owe anything. Please get my money back or account cleared please

      Business Response

      Date: 06/20/2024

      Patient Relations has reviewed complaint and is investigating.

    • Initial Complaint

      Date:04/29/2024

      Type:Billing Issues
      Status:
      Unpursuable
      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 year, I called ***************** Shield to ensure that I saw an in-network provider prior to visiting Rush Medical to avoid incurring any additional expenses. After my visit, my lab work was sent to a Rush lab that was not covered by my insurance. I followed ********** rules, but despite this was initially being billed $1,154.54 for the lab work despite the routing of my lab work being out of my control; which is deceptive. After months of appeals, ********** deemed that they would ***** a one-time ************* was told both verbally & in print that I no longer had to pay the bill. Attached is the letter dated 9/27/2023 stating that in-network benefits would be applied. ********** never shared this info with *********** continued to harass me for months until finally threatening to turn me into collections. I tried resolving this issue on my own. On Feb 14th, I sent the letter to ****'s billing department. The following month, I still received multiple notifications that the bill was due via text, ************** mail. I emailed & didn't get a response. I then called Rush & was told that although their staff reviewed the letter, because ********** had not paid the bill, it was still on my account. They suggested that I call **********. Since I submitted the letter to ****, I have been trapped in the midst of a back-&-forth battle between the 2 companies; one company tells me to call the other. I have asked **** multiple times to either take the bill out of my name or make adjustments on their end to put the bill on hold until. This has not been done & this week I received the attached "Final Bill" from Rush in the mail. It's not my responsibility as a consumer to resolve either's billing issues. Once it was deemed that I didn't have to pay this bill, I should've been removed from the situation. Instead, I have been repeatedly harassed & face having my credit damaged. I want my name taken off this bill & the bill blocked from going to collections.

    • Initial Complaint

      Date:02/01/2024

      Type:Service or Repair Issues
      Status:
      Unpursuable
      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.
      Per the attached letter dated 12.15.23 from ****** **************** Rush University Medical Center is sharing my personal health information in Care Everywhere EPIC system. I revoke all previous authorizations and I ask that my personal health information is not shared in Care Everywhere EPIC system.

    • Initial Complaint

      Date:01/10/2024

      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.
      My daughter received service on 8/1/2023 from her annual physical with her pediatrician. As of 8/1/2023 united healthcare was the only insurance the family had. ID # ********* Group # ***** United healthcare customer service # **************. RUMC will not resubmit the bill to United healthcare, instead they are sending me the bill and stating I owe ******. United healthcare has to pay for the bill not I. I have provided the bill I keep receiving from Rush. I have provided above United healthcare insurance number ID and Group number. Annual physicals for minors are covered at 100%

      Business Response

      Date: 01/17/2024

      This is a United Health Care issue.  They will be reprocessing it.  Information shared with patient.

      Customer Answer

      Date: 01/25/2024

       
      Complaint: 21111748

      I am rejecting this response because:
      Hello
      Regarding this complaint. I received a phone call from a representative from RUMC she stated that they spoke to united healthcare regarding the issue and United healthcare agreed to pay the bill. I have not received any written notification of this agreement.
      Thank you,
      Sirena 

      Business Response

      Date: 01/25/2024

      Email was sent to complainant directly re: conversation with UHC.  

    Rush University Medical Center is NOT a BBB Accredited Business.

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