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Hospital

Northwestern Medicine Delnor Hospital

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Complaints

This profile includes complaints for Northwestern Medicine Delnor Hospital's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

8 total complaints in the last 3 years.
0 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:01/25/2024
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 went to Delnor with a rash I have Eosinophilic cellulitis a rare condition called ***** syndrome. I received antibiotics from my dr that day but they did not work. I went to the ** because I had to work all weekend and knew this rash would swell and get larger. The dr. ******** I had a bug bite and perscribed prednisone. The next morning I went back and checked in they put in a port and the room was too busy I waited all day and had to go to work they removed the port. I went back after work and finally received the IV antibiotics to get rid of my rash. They charged for me just checking in and not receiving treatment I was uncomfortable and needed help. They said sorry you owe us $1000. I only want to pay for the visit where I received the treatment I needed. I have a payment plan and dont want to be over charged.
Business Response
Date: 01/25/2024
Thank you ****************** for sharing your Northwestern Medicine experiences. Please know I will forward your care concerns to our Medical Director of the ******************** for a quality-of-care review. We will follow-up with you directly. In the meantime, if there is anything you need, please feel free to contact me at ************.
Sincerely,
**************
Patient Relations
Delnor Hospital.
Customer Answer
Date: 01/26/2024

Complaint: 21198160

I am rejecting this response because: I called yesterday and spoke to 2 people that said they were passing it to upper management to call me back. I look forward to receiving my phone call and will not be reaching out to you.

Sincerely,

*****************************
Business Response
Date: 01/26/2024
Dear *******,
Northwestern Medicine's Delnor Hospital's ******************** Medical Director has reviewed your concerns. Due to patient privacy, the review and resolution letter will be mailed to your home address.
Please do not hesitate to reach out if there is anything else you need.
Sincerely,
**************
Patient Relations
Delnor Hospital
************
Customer Answer
Date: 01/27/2024

Complaint: 21198160

I am rejecting this response because:
I dont know what the resolution is I gave consent to share my medical information. I didnt even receive a phone call.
Sincerely,

*****************************
Initial Complaint
Date:11/20/2023
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.
I would like a call from NW medicine executive team regarding my bi-annual followup visits to the Geneva ** office for Dr. ************************* who is an on**logist. I had radiation surgery in 2020 and since then I go to see ************* for follow up every 6 months. All of a sudden, I am being billed for *************, my normal ** pay, as well as a clinic fee. When I spoke to billing they said it was for radiation. I have not had radiation since 2020. I only go see ************* in the cancer center because that is his office. The fee is for a visit on 9/14/23 and a bill was sent to my insurance **mpany for $212.00 which the *** adjusted out $151.79 leaving a balance due of $60.21. I already paid the $50 ** pay. I am not going to pay a fee to walk into the building just to see the doctor. Would like a phone call on this. Thank you.
Business Response
Date: 11/28/2023
Dear **************,
Thank you for your patience while Northwestern Medicine investigated your billing concerns. Please know the account in question was reviewed by Management in ***************** Services and the Vice President of the Revenue Cycle.
Staff reviewed your previous accounts attached to ************** visits as well as the one on 9/14/23. It was determined that since 2020 you have always been charged a facility charge for the Radiation Oncology Center as well as the professional services for **************. Two separate charges. According to your account history, with those past accounts for **************, sometimes your insurance paid in full based on your benefits. Sometimes there was a small amount due that your insurance benefits did not cover, and those were paid in full by you.
We apologize for any miscommunication regarding your patient billing responsibilities. Please know that leadership has removed the $60.21 *************** as a one-time courtesy. Please know you will be responsible for any future payments due to Northwestern Medicine and to **************. I would encourage you to contact your insurance company with any questions regarding payments and benefits.
Thank you for the opportunity to review. Please feel free to contact me directly at ************ if there is anything else you need. We wish you all the best.
Sincerely,
*******************************
Patient Relations Delnor Hospital
Customer Answer
Date: 11/29/2023

Complaint: 20897343

I am rejecting this response because:
The reply said had mistated facts. I left a message for ***** to call me to discuss.
Thank you.

Sincerely,

*******************
Business Response
Date: 12/11/2023
Hello,
Patient ********* Services and I followed-up with the patient regarding the questions he had raised regarding facility charges, which is a medical billing standard. We provided the ********* Counseling number as a resource for any future needs on price estimates prior to services being rendered.
Sincerely,
*******************************
Patient Relations Delnor Hospital

Customer Answer
Date: 12/11/2023

Complaint: ********

I am rejecting this response because:
Yes I spoke to someone on this **mplaint #********, and they did **nfirm to me that there will be a facility charge on appts that the doctor works out of the cancer center. However I was told that I would receive a call from someone where I **uld see a doctor, without this facility fee, even if the appt was not with *************** I also have an appt with Dr ***** on 12/14 that I had to just schedule, I am told that she also works out of the same Delnor cancer center, and when the appt was made I was told yes there would be a facility fee (only when I asked) and when I asked what that fee would be, they said they did not know. I do not like the fact that I find out about the actual **st of this fee, after the fact, this falls under my deductible, not a ** pay, so I am on the hook 100% of what my provider says I owe.

Sincerely,

*******************
Initial Complaint
Date:11/17/2023
Type:Customer Service 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.
On February 22, 2023 I walked into the emergency room dehydrated. After 20 minutes, I go to a room they hook me up to an IV. After doing bloodwork and giving me ******, I sit there for two hours and 15 minutes. And leave I did not make a mess. I did not hurt anything. A male nurse walks into the room with a urine cup saying we dont need it yet but if you have to pee, heres a cup. I did. I receive a bill for $5254.50. My insurance paid $1359.50 with a balance to remain of $3895 to be paid. After almost a month and a half of trying to receive an itemized bill and five phone calls to them I receive one and noticed there is a $3000 room charge $200 urinalysis charge the room charge was classified and miscellaneous, and not covered under my insurance. I called billing asking why nobody seems to give me an answer. I submit a complaint they say 21 days to review. I never got the review. They submit me to *************************** for collections. After multiple calls, trying to further understand this bill and these charges. Nobody has an answer and ***************************** just want a good faith payment till we figure a solution. They contacted my employer twice looking for me. I receive strange text messages from weird numbers with weird links, saying I have a medical debt.
Business Response
Date: 11/20/2023
Dear ****************,
Thank you for the opportunity to review your billing concerns with the Northwestern Medicine Delnor Hospital ********************* I am happy to partner with you to request an audit be completed of your chart and the charges. We appreciate your patience, as a thorough review can take up to two weeks to complete. We will be following up with you directly on the resolution. In the meantime, please feel free to reach out to me directly at ************ if there is anything else you need.
Sincerely,
*******************************
Delnor Patient Relations
Customer Answer
Date: 11/22/2023

Complaint: 20883581

I am rejecting this response because: spoke with them. Did not find a resolution. Was told a couple of weeks are needed for them to review. As stated before communication and their time frames have not been accurate. I will wait and see after 2 weeks if there is a response. If not I have an attorney willing to work for me on this matter. That will be my final route to a resolution.

Sincerely,

***************************
Business Response
Date: 11/22/2023
Dear *******,
I am so sorry you are unhappy with our conversations and response. The ******************** Quality Physician is reviewing your care concerns and as discussed, ***************** Services has pulled your accounts from Collections and is reaching out to your insurance company to appeal for more payment from them on your behalf. We are limited by the amount of time your insurance company takes to reprocess the claim. As promised, we will follow-up on your care concerns and account issues as soon as possible. Please feel free to reach out to me directly should there be anything else you need.
Sincerely,
*******************************
************

Customer Answer
Date: 11/24/2023

Complaint: 20883581

I am rejecting this response because: I spoke with ***** again on the phone. She was able to get this out of collections and is going to review this on their part and with my insurance company. She has been the most helpful one I have spoken to so far. But there is still no resolution. She mentioned that she is actively overseeing this matter which I am very grateful for. She mentioned that this process could take up to 60 days. Therefore there has been no resolution yet.

Sincerely,

***************************
Initial Complaint
Date:10/20/2023
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 twin daughters who have been under treatment with ******************** of ***** childrens hospital (LCH) for over two years. Dr. ********* clinic has relationships with NWM facilities where she sees her patients. Since we are under treatment for a longer duration of time usually a nurse (name *****) from ******************** clinic schedules appointments at various locations depending on Dr. ********* availability. The treatment also includes administration of injections. ***** Children is in-network for our health insurance provider and Northwestern (NWM) is out of network. Based on whatever arrangements that ******************** or LCH has with NWM, NWM facilities never billed our insurance provider for facility usage. **************** scheduled us at Delnor location for a 02/20/23 appointment. Both girls were seen by ******************** as usual, and injections were administered. The doctor asked for some blood work. The staff at the front desk told us they could not do the blood work for us since they were not in the network. We were asked to find a lab that should be in network for our insurance carrier. We agreed and left. Couple months down the line we started receiving invoices from Delnor NWM facility. The Gaurantor Ids mentioned are ******* & *******. I contacted NWM 04/12/23. I was told they were going to send UBO4 and W9 forms to my carrier. It will take 14 business days for HealthLink to process those forms. Later on I learned that was not true. I contacted **************** at LCH. She agreed that this Delnor facility was no different than any other NWM facility. ******************** clinic has the exact same relationship with all NWM facilities including Delnor location. As matter of fact she had contacted couple times and resubmitted the orders to match with what she had done with other locations in the past. But Delnor facility is not resolving the issue. We need these charges removed for both girls. That should be consistent with all previous visits.
Business Response
Date: 10/25/2023
Hello,
Thank you for the opportunity to review the billing concerns you encountered at your daughter's ******* office visit on the Northwestern Medicine Delnor Hospital campus. I have forwarded your questions regarding charges to the ***************** Services team to review and address with you directly. I would also encourage you to contact your insurance company for payment explanation as well as any opportunities to arrange a three-way call with ***************** Services, the insurance company, and yourself to resolve your billing concerns as well.
Please do not hesitate to contact us at ************ if there is anything else you need.
Sincerely,
*********************************
Patient Relations
Customer Answer
Date: 10/25/2023

Complaint: 20762473

I am rejecting this response because:
Three way call was arranged in the past. It should be documented on your end. Please remove these charges from my account.
Sincerely,

***********************
Business Response
Date: 10/26/2023
Dear **************,
Patient ********* Services noted that the out-of-pocket is related to your deducible. The billing for the injections was appropriate and a patient responsibility. If you feel these charges were to be covered, you will need to follow-up with your insurance company for benefit information. It is a patient's responsibility to understand their insurance coverage. Although we will assist you with your insurance processing, the insurance coverage and benefits are a contract between you and your insurance company; therefore, all disputes of payments, benefits, and deductibles must be handled between you and your insurance.
Sincerely,
*******************************
Delnor Patient Relations
Customer Answer
Date: 10/26/2023

Complaint: 20762473

I am rejecting this response because:
We understand NWM was out of network. We have been visiting NWM facilities because ******************** had some kind of arrangement. We were never billed for injections in the past. We have been to CDH, ***************** etc. locations. I am not sure what that working arrangement is. ******************** nurse ***** is in agreement that Delnor location should have not charged us or our insurance anything. Please help resolve this issue.

Sincerely,

***********************
Initial Complaint
Date:06/07/2023
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 4/20/23, myself and my wife went to the fitness center in person (as required), to cancel our monthly fitness membership. My wife lost her job and we could no longer afford it. I met with ****, we signed the papers to cancel. Shockingly, I am still being billed for this membership, the May billing (5/5/23) which should not have happened, is currently in dispute with my credit card company. To my amazement, I have now been billed for **** (6/5/23) for ******, this morning is shows pending on my credit card. We have have billing issues in the past with this location, this is nothing new. My ask if that I receive credit for ****** for the 6/5/23 currently pending charge, which I am doubtful can be reversed for ******. Then stop billing me moving forward. I believe this facility is not owned by Northwestern Medicine, my next move is to write a letter to NW medicine about the billing issues that continue to happen time and time again with this very poorly administratively run organization. I would like a phone call at ************ to resolve this problem. Thank you.
Business Response
Date: 06/07/2023
Dear **************,
The Better Business Bureau complaint regarding the Health and Wellness Center was forwarded to Northwestern Medicine Delnor Hospital Patient ******************** to review. I am certainly very sorry for your frustrations with membership and billing. However, Northwestern Medicine does not operate the fitness center. The space is rented by **************, the company affiliated directly with the fitness center. As a courtesy to you, I have shared your concerns with Administration at ************** who responded back that they will be working on a resolution for you and following up with you directly. Thank you for the opportunity to partner with you. We wish you all the best.
Sincerely,
*******************************
Delnor Patient Relations
Customer Answer
Date: 06/07/2023

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.

Sincerely,

*******************
Initial Complaint
Date:03/16/2023
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.
On 11/09/2022 I was billed for a *** that was not ordered to be drawn by my doctor. I provided copies of my doctors orders to Northwestern's billing department with no response. The *** that was not ordered was:Hb Ebv Panel, Nuclear Antigen (na) - ***** (CPT) $76.00 I have spoken with several representatives from Northwestern and told them the same. Nothing ever gets resolved. I've uploading my email to Northwestern and copies of my doctor's *** orders plus the invoice for said *** orders.Northwestern has now put this invoice to collections when I only wanted them to remove the charge of $76.00 to pay the remainder of the bill.
Business Response
Date: 03/17/2023
Dear ************ and the Better Business Bureau,
Thank you for the opportunity to review. The concerns were discussed with the Lab Manager who investigated and determined that the test was entered in error and ************ should not be held financially responsible for our error. I had the pleasure of speaking to ************ to explain and share that the account will be reprocessed with her insurance and I will monitor the progress. Patient ********* Services leadership has been informed of the experience as well to improve customer service, especially in account disputes and resolutions.
Sincerely,
*******************************
Northwestern Medicine
Patient Relations Delnor Hospital
************

Customer Answer
Date: 03/17/2023

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.

Sincerely,

*******************
Initial Complaint
Date:12/26/2022
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.
Hospital refused to see patient with Covid 19 after 4 hour wait in waiting room and instead saw several other patients that were brought into the ** at a later time. This is despite the pat ient repeatedly stating he was unable to breathe
Business Response
Date: 12/28/2022
Dear Better Business Bureau,
Thank you for forwarding the patient complaint to Delnor Hospital. The concerns were shared with the Emergency Department's Medical Director and the attached letter was sent to patient to respond to the issues he raised.
Thank you again for the opportunity to review and respond.
Sincerely,
*********************************
Patient Relations
Initial Complaint
Date:10/20/2022
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.
My nine year old to son had to go ER by paramedics because he had a seizure on the bus upon arrival the hospital was very rude Especially once this member those enroll my son she threaten my son as well was talking really rude to my son. I do think I recall the nurse name my son is very afraid of going to that Hospital now and let's not forget to mention the bathroom was not clean in either it was very hard to sanitize I did call somebody to speak to them and they didn't get back to me this business needs to handle their staff properly
Business Response
Date: 10/26/2022
Dear ******************,
I am sorry to hear you had a negative experience in the Northwestern Medicine Delnor Hospital Emergency room with your son. I have been unable to connect with you by phone to gather more information to have your concerns reviewed. Please feel free to contact me directly at ************** to discuss further. We appreciate the opportunity to address your experience.
Sincerely,
*******************************
Patient Relations
Delnor Hospital
Customer Answer
Date: 10/26/2022

Complaint: 18253660

I am rejecting this response because: I did called back and nobody answered the phone

Sincerely,

Jereca *******
Business Response
Date: 10/26/2022
Hello,
Please let us know what time and the phone number you would like us to call and we are happy to set that appointment time up to have the opportunity to discuss your concerns.
Sincerely,
*******************************
Patient Relations Delnor
Customer Answer
Date: 10/27/2022

Complaint: 18253660

I am rejecting this response because: you can never get ahold of anyone

Sincerely,

*********************

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Northwestern Medicine Delnor Hospital is NOT a BBB Accredited Business.