Business Profile

Medical Doctor

Illinois Bone and Joint Institute

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Complaints

This profile includes complaints for Illinois Bone and Joint Institute's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

12 total complaints in the last 3 years.
4 complaints closed in the last 12 months.

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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:10/31/2024
Type:Service or Repair 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.
7/15/2024: I went to Illinois Bone and Joint Institute (IBJI) ***************** Office for a fracture. Dr. ******* **** took X-ray and told me to come back in a month. So I scheduled an appt with the front desk for August 15 @4:15 PM @Kildeer Office with same doctor (attached the Appointment Scheduled email from ****) On August 15, I got a missed call from IBJI ************. As I was working, I called back in my lunch at 12PM. The employee provided no information. Assuming that it was to confirm my appointment, I told her that I will show up by 4:15PM. When I arrived at 4 PM, there was no one in the office. I called and they said the doctor had to leave earlier. I wished I was notified earlier when I called back @12, but they didnt. I had to drive 50 miles round trip.They rescheduled for 8/21 @ 4:30. But something came up and I couldnt show up for that make-up. If the doctor had honored the original appointment time, I wouldnt have this issue. However, the **** sent me a bill for $ 25 no-show-up fee. I contacted them several times, but they did not want to consider all my losses for THEIR NO-SHOW-UP and only insisted on their bill.This is very unfair.#1 I scheduled the appointment for 8/15 one month in advance and I got confirmation email. #2 they didn't even have the consideration to call me to reschedule in advance, not even a day before. I work until 3:10 and I CANT JUST WALK AWAY FROM WORK suddenly cause my doctor wants reschedule 3 hours earlier ON THE SAME DAY. #3 even on the same day, they didnt leave a message to say the doctor wont be there; nor did I receive an email. If **** sent email to confirm my appt, why didnt they do it when they had to cancel?#4 I had to drive 50 miles wasting my time and money and they didn't pay me. #5 When I called about this charge, they even talked about charging me for August 15 when THE DOCTOR FAILED TO SHOW UP.I request that IBJI remove this charge of $25 and send me an updated balance for $0
Business Response
Date: 11/15/2024

Dear Ms. ************************** you for your feedback. We acknowledge your concerns and appreciate you for bringing them to our attention.

At ****, we are committed to providing compassionate and quality care to all patients and their families. We also ensure respect and cooperation for all patients, staff, and visitors.

We have thoroughly reviewed your case and have taken steps to address the issues raised. While it is unfortunate to learn of your experience, in light of the situation we have decided to accommodate your request.

We hope this one time gesture addresses your concern and reflects our commitment to providing compassionate and quality care. Thank you once again for bringing this to our attention. We value your feedback and are committed to ensuring a positive experience for all our patients.

Sincerely,

*********** ******
General Counsel
Illinois Bone and Joint Institute, LLC

Customer Answer
Date: 11/18/2024

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.

Sincerely,

****** ********
Initial Complaint
Date:08/01/2024
Type:Order 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.
Between 10/20/2023 and 04/04/2024 my wife had 51 physical therapy visits after two separate procedures on her spine by two different doctors. All visits were supposed to be covered by ******** and our secondary provider, BCBS. Early in April, 2024 we received an overdue notice from Illinois *********** Institute for a bill we never received. BCBS had refused to pay the bill because they had not received a new prescription to cover the extended number of visits. We talked to ******************* and to ******* at the ************** ****** about the fact that our insurance had refused to pay. We were told not to worry because their arrangement was that when additional treatments were warranted, they would contact the doctor for his approval and resubmit the bill for payment. The next month we received another past due notice for additional visits. We contacted the ****** two more times and were told not to worry and that it would be taken care of. I now understand that when BCBS refused to pay a bill, they notified the billing department that they required a NEW prescription and billing provided BCBS with documentation that showed the doctor's ****** okaying additional therapy visits instead of the required new prescriptions. I was made aware of all this when I called billing after receiving a third overdue notice on 7/16/2024. ******* suggested that we contact the doctor to obtain the new prescriptions needed and that we then provide them to BCBS. When my wife called the doctor's ****** they said they couldn't provide back-dated prescriptions. IBJ is demanding I pay $866.15 for services that should have been 100% covered by insurance had protocols been followed or had I been made aware of the misunderstanding between IBJ and doctor. I sent IBJ $866.15 on 7/31/24 to avoid collection. My wife and I live on social security and can ill-afford to pay this bill when we've paid for insurance to cover it. Please help us to rectify this situation.
Business Response
Date: 08/09/2024
Dear ******************,

Thank you for your feedback. We acknowledge your concerns and appreciate you bringing this to our attention.

At IBJI, we are committed to providing compassionate and quality care to all patients and their families.

We have thoroughly reviewed your case and have taken steps to address the issues raised. Our practice administrator has contacted the patient and her family. He will be refunded for the amount desired. We have resolved the case from our side.

Thank you once again for bringing this to our attention. We value your feedback and are committed to ensuring a positive experience for all our patients

Sincerely,

***********************************
General Counsel
Illinois Bone and Joint Institute, LLC
Customer Answer
Date: 08/13/2024

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.

Sincerely,

*****************************
Initial Complaint
Date:07/22/2024
Type:Service or Repair Issues
Status:
UnresolvedMore 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.
The staff members for ******************* are rigid and not helpful. They canceled my appointment which is urgent without my permission. They are jeopardizing my health and recovery
Business Response
Date: 08/05/2024
August 5, 2024

***********************
4 Potawatomie Trl Apt 2
**************************
**************
Attn: BBB Complaint

Dear ******************,

Thank you for your feedback. We acknowledge your concerns and appreciate you for bringing them to our attention.

At ****, we are committed to providing compassionate and quality care to all patients and their families. We also ensure respect and cooperation for all patients, staff, and visitors.

We have thoroughly reviewed your case and have taken steps to address the issues raised. The patient was contacted by our office and offered multiple different appointments that she declined. We shared our patient contract agreement when being evaluated by IBJI providers. In addition, we also provided a list of alternative clinics to help further support her care.

Thank you once again for bringing this to our attention. We value your feedback and are committed to ensuring a positive experience for all our patients.

Sincerely,

***********************************
General Counsel
Illinois Bone and Joint Institute, LLC

Customer Answer
Date: 08/28/2024

Complaint: 22025912

I am rejecting this response because: I did not receive your letter and the response from IBJI in a timely manner.
The response from IBJI is full of inaccuracies and falsehoods.
1. I was given absolutely no referrals.
2. I was not given multiple alternative dates for an appointment.I was given only 1 which was far beyond what I needed. They refused to work me in earlier.I explained the 1 date offered would make me go cold turkey off an opiod called Tramadol. This would pose serious danger to my health.
3.Staff was impatient, rude, and didnt listen to me.
This practice is responding with lies.

Sincerely,

***********************
Initial Complaint
Date:05/07/2024
Type:Product 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.
ILBJ without authorization used my debit card which they had on file to pay an invoice for an infusion treatment without any authorization. ILBJ had assisted in setting me up on a co-pay assistance program that would supplement the treatment in full once I received the explaination of benefits from ********** Blue Shield which takes 30 days. This transaction ocurred on May 3, 2024 and overdrafted my bank account. I could not not stop the transaction through my bank, and ILBJ was appologenic and assured me, my debit card was removed from the file, this was a mistake and the money would be refunded withing 24 hours. I returned Monday to meet with the head of financing, ***************************** who showed me the paper work the transfer was in progress. Today, May 7 the funds are still not there. My bank states ILBJ is responsible for releasing the funds, and they are taking their time. I am overdrafted again today on my checking account. No one is returning my call. Please help!
Business Response
Date: 05/13/2024
Dear ********************,

Thank you for reaching out and bringing this matter to our attention. We understand your concern regarding the recent charge to your debit card and the delay in the refund process.

To clarify, the co-pay assistance program is designed to provide coverage after receiving the explanation of benefits from your insurance provider. In this instance, the payment was processed before the co-pay assistance could be applied.

We initiated a refund immediately upon your request and previously confirmed with you that the transaction is in progress, typically taking 3 to 5 business days to reflect in your account.
As we confirmed with you May 9, 2024, the refund had been deposited into your account. Please let us know if this is not accurate, and we'll work diligently to resolve the issue. We appreciate your patience and understanding.

Best Regards,
Illinois Bone and Joint Institute
Initial Complaint
Date:02/28/2024
Type:Billing 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.
This business required a credit card on file even though I have insurance. The form I was forced to sign said the card would only be charged if the remaining balance was not paid 10 days from statement date. My daughters visit was on 01/15/24. Our card on file was charged balance of ****** on 2/11/24. We had not even received a bill in the mail yet therefore not allowing me to see what was charged and what the insurance covered/ or how much I owed. This did not allow me to pay this how I would have like to pay it we have a healthcare fund thru work that I would have liked to use to pay this. I was very upset about this and called the billing office at IBJI to ask if I could please have this charge cancelled, that I would like to pay this with my healthcare fund, for which I could have done at this same time I was told no they could not return the charge to my bank account- debit card was used. The only woman who works in billing said the statement was printed on 1/31/24 and therefore it had been 10 days without a payment. I explained that I had not received a bill in the mail yet.. she said they are not in charge of mailing. So too bad for me.. I did receive the bill in the mail 2 days later.- no postmark on the envelope. I had also left a voicemail for the manager and never received a call back. This process is deceiving and left me short to pay bills that week. Could have been avoided if they mail out the statements timely to actually let the patient have the opportunity to pay the bill with in that 10 days as stated on the form I signed. I will never go back there and will never provide my credit or debit card to a healthcare provider- that is why I have insurance. And I have the right to see charges and coverage before I pay the remaining balance. The doctor also did an unnecessary X-ray of my daughters unaffected arm to compare the other arm.. to make a point. This place has no business in treating any ortho issue. Horrible experience.
Business Response
Date: 03/04/2024
Hello
Thank you for your feedback on our process as we always look for ways to improve. We will reach out to you regarding your account specifically
Customer Answer
Date: 03/05/2024

Complaint: 21356684

I am rejecting this response because:
I do not trust that this business will actually follow thru with their proposed resolution. I reached out to them already. Spoke with billing department as well as left message for management. Billing did not resolve my concerns and management never returned my phone call. I feel I gave this business an opportunity to address the issues at hand, and they failed on their end. This is what lead me to report them in the first place. If the business contacts me first.. then I am willing to sign off and close this case.. but not until I am actually contacted.
Sincerely,

***************************
Business Response
Date: 03/06/2024
Today we spoke with patient and appreciated the feedback and conversation.
Initial Complaint
Date:01/01/2024
Type:Billing 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.
**** charged my Mastercard ***** on 11/29/2023 after receiving ***** electronic payment from my bank on 11/28/2023. I contacted them and as 01/01/2024 the have nor refunded the overpayment.
Business Response
Date: 01/03/2024
Thank you for reaching out. We do note you had a credit card on file in our office that was billed 11/29 per auto payment. We also note the additional payment in the same amount received from the bank. We have credited your account for the duplicate payment. A representative from our office called you today as well to confirm this.
Customer Answer
Date: 01/07/2024

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.

Sincerely,

****************************
Initial Complaint
Date:12/06/2023
Type:Billing 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.
On consultation for surgery on my child/sons broken thumb I was advised that I had to have a credit card on file and that I had to pay over $400.00 in advance to schedule it. I was not advised that per IBJI policy that they will not treat you if you dont have a credit card, debt card etc, on file, and that 10 days after they bill you that they automatically charge whatever card is on file without your authorization. The statement bill date I received was issued 11/23/2023, unknown what day I received it in the mail, but was charged the $97.30 on 12/04/2023 10 days after the bill date even though it showed no due date or that insurance made no payment yet! During consultation I was never notified of this policy and was only told it needed to be on file for emergency purposes. When I called to complain I was notified they would not refund the charge and that I would have to give them another card before removing the first card. She said if I didnt like it I was to go to another provider. I told the lady from IBIJ billing on phone that I was never advised of billing policy and she said someone signed a piece of paper saying we agreed. I told her on a taped line that Im revoking that agreed paper signing and to take my card off file. I asked for a supervisor and she said conveniently no one was available. Im seriously thinking of consulting an attorney as this policy cant be lawful or start a class action suit for failing to explain policy and procedures to the guarantor of the payment correctly and legally. Theres a lot of complaints on billing heretheres a reason why!
Business Response
Date: 12/11/2023
Thank you for your comments on our policy. While we do note a signed agreement on file for you we will remind staff to discuss in additional detail any questions on the policy to ensure clear understanding. We have removed you from our credit card on file program at this time per your request. if you have additional questions on how your insurance processed your claim or the portion that was applied to your deductible please contact us and we would be happy to discuss.
Customer Answer
Date: 12/12/2023

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 as I was also refunded the amount charged.

Sincerely,

*********************
Initial Complaint
Date:10/01/2023
Type:Billing 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.
The Illinois bone and joint Institute referred us to collections for a bill that we should not have incurred. Attached you will find a written referral sent electronically from my primary care physician, ******************** to the **** with a referral to *********************************** practicing at ************************************************************************* visited the Illinois bone and joint Institute and was instead seen by ***********************************. We anticipated that our referral would have been to a doctor in our network and we were preapproved to see **************. We were not informed that ******************** was out of network . The Illinois bone and joint Institute sent us a statement in the amount of $555. Numerous calls and written communication resulted in them adjusting the balance to $280.37. We continually asserted that we paid our co-pays, had a valid referral from our primary care physician, and in good faith were working with Illinois bone and joint Institute by providing them copies of the referral and a letter indicating what have transpired. Continual calls to the Illinois bone and joint Institute were met with promises to look into the situation without any . return calls or follow up. Without our knowledge, we were then referred to collections. We feel that the actions of the Illinois bone and joint Institute were not in good faith and represented unethical billing practices as the mistake in the assignment of the physician was made by the Illinois bone and joint Institute and we followed all procedures to secure the referral before the appointment. We appreciate the efforts of the Better Business Bureau to look into this matter.
Business Response
Date: 11/13/2023
*** referral is for ************* for hip and there is no referral to see ******************* for the back which is why this was denied. This was not denied as being out of network, it was denied for no referral/authorization for ******************* for the back. *** patient had called RCM a couple of times and we had sent an inquiry to the clinic contact. *** clinic advised it was correct and to reduce it to the self pay fee which was completed. *** billing is accurate based on no referral for ************************************ visit. RCM notified the patient of the discounted rate but the patient did not pay and it went to collections. This balance is still with our outside collection agency.
Initial Complaint
Date:08/10/2023
Type:Product 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 called Dr. ***** assistant 4 times regarding an important medication refill- I got no response. My pharmacy has also faxed a request twice and no response. Finally after my 5th call I received a rude and disrespectful response from the assisstant, ******. This is unacceptable. This is not the first time ****** has been disrespectful or failed to assist.
Business Response
Date: 11/13/2023
Our Organizational Core Values includes Patient-centric Care and Teamwork. Our interaction with our patients is one way we live our values. Thank you for your feedback and for bringing this exchange to our attention so we can improve customer service.
Initial Complaint
Date:07/28/2023
Type:Product 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.
My mother called today to schedule an appointment with my healthcare provider at IBJI. She was told I owed $142.36 and unless this balance was paid, she wouldn't be able to make an appointment. So she paid them with her credit card.When she told me what happened and I received the receipt for that amount, I was shocked as I knew I had paid my final balance on the statement of 12/27/22 which I paid in full - $14.83.**** was immediately called back and they insisted they were owed $142.36 for items marked system bad credit. Asked why if these were my charges that my balance was only $14.83 and not shown to me as being $142.36. No explanation except that I was wrong. I never received any notices from collection agencies, never received any other statements from IBJI, and would have never known anything if another appointment hadn't been made. My complaint also entails the fact that why when insurance payments were pending would they send to a collection agency when they knew they would receive payment?
Business Response
Date: 11/13/2023
*** Patient's mom Called RCM *********** on 7/28/23 (the patient is 50 years old) - This was shortly after the patient's mom called the clinic to make an appointment. *** clinic obviously advised of the collection balance and would not make the appointment until paid. ***y paid this but then called us at RCM to stop that payment on the same day. We advised that the charge already went through and that the balance due was accurate. Statements generated to the patient for $139.39 for the 8/24/22 visit coinsurance amount on 09/26/22, 10/26/22 and 11/27/22. No payment had been made and was referred to Collections on 12/9/22. We explained that this was the patient's coinsurance and that he should have received eob's from his payer as well. *** patient also had another new balance added later to self pay for coinsurance due in the amount of $14.83 for a 9/22/22 visit in November 2022 and received 3 statements for that as well, but paid that in January 2023 just before it went to collections. Please note that once a balance is sent for Collections, it will no longer appear on IBJI statements. *** balances were accurate and went to Collections appropriately. *** ***************** advised that they had attempted to call this patient 22 times and had 6 letters sent to the patient but the patient had never returned their calls or responded to their letters. Please let me know if you need these dates from the agency.

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Illinois Bone and Joint Institute, LLC

Illinois Bone and Joint Institute

Illinois Bone and Joint Institute

Illinois Bone and Joint Institute

Illinois Bone and Joint Institute

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Illinois Bone and Joint Institute is NOT a BBB Accredited Business.