Business Profile

Health and Wellness

NorthShore University HealthSystem

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Complaints

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

Customer Complaints Summary

39 total complaints in the last 3 years.
11 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:02/20/2025
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.
My son had an appointment 1/23/25 to get a new hearing aid. I was advised to pay $2650.00 up front, if not I would not be receiving his hearing until I did. I have **** as my insurance and I was advised a claim would be submitted to them and then I would get reimbursed. on 1/29/25 I checked the **** portal and did not see a claim, I contact Northshore billing department and was advised no claim was submitted because I show a $0.00 balance due. I explain to *** I was told by **** ******** from the ******************** that I had to pay for the hearing aid and then a claim would be summited to my insurance, she then stated I can submit claim my self. I contact **** a *** told me "Any provider that is contracted as in network with ********** is obligated to file the claim themselves as that is part of their contract". I then contact Northshore billing department and spoke with a ******** I explain what was going on and she submitted a refund to be mail to me and then a claim was going to be submitted to ****. We are now in February 19 and I have not got a refund and no claim has being submitted to ****. I contact Northshore billing department and spoke with a ***** and she stated a claim was submitted 2/13/25 to ****. I contact **** and spoke with Evoni and she confirm no claim has being received. I paid for services that are cover by my insurance, because I contact **** and this is cover under my plan. This is being a non-stop issue and I still don't have my money that Northshore is holding on until **** pays my claim. I now have to pay interested on my credit car because of this issue.
Business Response
Date: 02/20/2025
Thank you for contacting us regarding your concerns. To protect the privacy of all our patients, we will not respond to your circumstance on this website. To better assist you and fully understand your experience, please contact us at ******************************* or call us at ************ to talk with our **************** Team.
Customer Answer
Date: 02/20/2025

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:02/13/2025
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.
On January 27, 2025 I went for a regular physical to my doctor at *************** formerly *********** University. During physical visit, doctor asked me about my current medications. Each question was answered and resolved within 30 seconds, so no significant discussion about any condition occurred. I was billed for two visits, an annual physical and a regular visit. The office claimed that it took doctor significant effort to analyze my pre-existing conditions.I was there and know for sure there was no significant discussion or effort about any of my conditions. The doctor simply copied and pasted all of my prescriptions into a screen and we moved on. The office insists on double visit billing. A few days prior to that the same thing happened to one of my friends at the same facility and a couple days ago, the same happened to my wife. I believe that Endeavor health is engaging in creative billing practice taking advantage of a regulation that allows doctors to do that when when they perform a "significant, separately identifiable evaluation and management (E&M) service" on the same day as the physical exam. This did not happen in my case as well as my wifes case. This practice needs to stop.
Business Response
Date: 02/17/2025
Thank you for contacting us regarding your concerns. To protect the privacy of all our patients, we will not respond to your circumstance on this website. To better assist you and fully understand your experience, please contact us at ******************************* or call us at ************ to talk with our **************** Team.
Customer Answer
Date: 02/18/2025

Complaint: 22938696

I am rejecting this response because: I had multiple communications with the customer service and they insist that billing for multiple visits simultaneously is normal practice. I disagreed, because I don't believe any significant and identifiable extra service was provided besides the regular physical at the time of the visit. I will be filing complaint with Attorney General of Illinois.

Sincerely,

********* *******
Initial Complaint
Date:11/21/2024
Type:Customer Service 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.
After April 2024 appointments. I was paying on my account monthly until bills would be finalized. Each month even though I was paying, I would get default notices for collections if I did not pay in full or get on a payment plan. When I did get on their payment plan for *******, as my last payment was due, December 2024. After my November 2024 I looked and my balance was $155. Today I get notice my balance is ******. After my call they said a bill from APRIL just happen to SHOW UP.?? I have made 3 to 4 calls during this entire ordeal and asked THREE TIMES for itemized, DETAILED billing. To date-nothing. When I set up pmt plan I was told all billing was in. Beside giving them F- I will have to tell my *** I am not returning to his hospital.Northshore University, now Endevour Health. They should have details of my calls with them and documentations of my payments. Very unexceptable.
Business Response
Date: 11/25/2024
Thank you for contacting us regarding your concerns. To protect the privacy of all our patients, we will not respond to your circumstance on this website. To better assist you and fully understand your experience, please contact us at ******************************* or call us at ************ to talk with our **************** Team.
Customer Answer
Date: 11/26/2024

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:08/13/2024
Type:Billing 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 son was born on 10/27/2023. I received a statement dated 12/22/2023 in relation to this event. Insurance covered the majority but left me with a patient balance of $2,296.44. I called Endeavor Health (previously Northshore) to ask for a discount. They agreed that if I paid the balance in full they would discount $889.28. I paid the remaining balance of $1,407.16 that same day 1/9/2024. When I logged into my Northshore app, I noticed that the balance did not say $0. I was told by a representative that they would fix the problem and to call back. I've called back every week for 2 months and then on a monthly basis until now and spoke with various managers and supervisors that say they will fix it but as of today the problem has not been fixed.I am asking that the remaining balance on my account from the 12/22/2023 statement be taken off of my account as promised and be brought to $0. My account number is *******. I've spent hours upon hours trying to get this resolved and no one calls me back or unwinds the mess that was created.
Business Response
Date: 08/14/2024
Thank you for contacting us regarding your concerns. To protect the privacy of all our patients, we will not respond to your circumstance on this website. To better assist you and fully understand your experience, please contact us at northshoreconnect.org or call us at ************ to talk with our **************** Team.
Customer Answer
Date: 08/14/2024

Complaint: 22136841

I am rejecting this response because: I have attempted to resolve this issue through their customer service team several times by phone and they have failed to resolve my issue every single time. Im told that it will be looked into and I will hear back from them within the week, its now been 8 months. Northshore states their calls are recorded please go back to that January 9th call and fix my account accordingly.

Sincerely,

*************************
Initial Complaint
Date:07/31/2024
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.
The service was provided on 1/11/2024 and a bill issued on 1/29/2024. A request for payment was made to the account on March 15th and it was processed by company on April 15th 2024. The amount of of the bill was $1246.26 and payment was $1256.26. Not only was the refund not given, the bill was sent to collections even after the requested proof of payment was sent to the fax number given by the company. I have called 8 times to try and resolve the situation, assured it would not be sent to collections, that it would be escalated to a manager and instead it was sent to collections. After calling the company to request attention to this matter, I was told again that it would be escalated to a manager and that I needed to have patience. When I asked about a time line, because "I don't have all the time in the world to get this settled as I have other financial matters to take care of" the woman, ******, told me "well no one has all the time in the world for this". The company has not done their job in 1, taking a payment and 2, resolving the issue before my financial credibility was harmed by being sent to a collection agency.
Business Response
Date: 08/06/2024
Thank you for contacting us regarding your concerns. To protect the privacy of all our patients, we will not respond to your circumstance on this website. To better assist you and fully understand your experience, please contact us at northshoreconnect.org or call us at ************ to talk with our **************** Team.
Initial Complaint
Date:06/11/2024
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.
Northshore University Healthsystem has been billing me for services on 11/15/2023. I have sent three requests - 12/26/2023, 2/9/2024 and 3/15/2024 - for an itemized bill, such as a HCFA or UB-04 form. These bills would indicate a procedure code and diagnosis code necessary to present to my insurance carrier. These requests have been ignored and the provider has sent the billing to a collection agency.
Business Response
Date: 06/13/2024
Thank you for contacting us regarding your concerns. To protect the privacy of all our patients, we will not respond to your circumstance on this website. To better assist you and fully understand your experience, please contact us at northshoreconnect.org or call us at ************ to talk with our **************** Team.
Customer Answer
Date: 06/14/2024

Complaint: 21834376

I am rejecting this response because: This is the standard response made by Northshore University Healthsyatem to all complaints made on the BBB website. Written requests, such as mine, are ignored and it is nearly impossible to reach their gents via telephone - I have successfully completed a call to them only once in over a dozen attempts. I do not find it responsible to pay a bill without knowing what the services provided were.

Sincerely,

***********************************
Initial Complaint
Date:06/07/2024
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.
This was totally unnecessary to bill me as a No show. I did show up. I waited for from 2:30 pm to 4pm and ***************** did not show up while I wasted my time. I called the Northshore at their Psychiatry tele health number ************ and explained the doctor never showed up on the Epic video call. . The lady that answered the phone that day ,around 4pm. Had said they had problems with their video calls that day. I also complained to my insurance about the charge. After this I don't know if I want to continue with Northshore. This *****. I have enough bills to deal with. My insurance coordinator *********************** ************ . I have given him authorization to talk with Northshore regarding this issue.
Business Response
Date: 06/11/2024
Thank you for contacting us regarding your concerns. To protect the privacy of all our patients, we will not respond to your circumstance on this website. To better assist you and fully understand your experience, please contact us at northshoreconnect.org or call us at ************ to talk with our **************** Team.
Customer Answer
Date: 06/11/2024

Complaint: 21813788

I am rejecting this response because:

They refused to answer my billing question. The BBB is a reliable mediator for businesses including medical clinics etc to discuss patient accounts. As I have given permission to the BBB to contact you concerning my bill.

Sincerely,

*********************
Initial Complaint
Date:06/01/2024
Type:Billing 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.
On February 20, 2024, I went to my general doctor for my annual physical. I was asked several questions by my doctor in which I answered him and he took it upon himself to provide me with recommendations of other doctors to reach out while finishing my physical. Northshore/Endeavor Health has billed me for an additional doctor visit which apparently occurred simultaneously to my annual physical. While my annual physical is free once per year, doctor ************ are charged and the company trying to take advantage in order to bill me. I've continued to reach out and ask for them to remove the additional, phony doctor visit charge and they told me they would do an investigation. I have not heard back from them and now I've received a notice that am in pre-collection status. This is fraud and I need further assistance since Northshore/Endeavor will not reach out to resolve the issue, only continue to push me towards collection status.
Business Response
Date: 06/03/2024
Thank you for contacting us regarding your concerns. To protect the privacy of all our patients, we will not respond to your circumstance on this website. To better assist you and fully understand your experience, please contact us at northshoreconnect.org or call us at ************ to talk with our **************** Team.
Customer Answer
Date: 06/05/2024

Complaint: 21789905

I am rejecting this response because: nothing has been resolved yet. I do appreciate the confidentiality that was stated but until this incorrect charge is reversed, I cannot say that this case is resolved. Endeavor did reach out to me the morning of June 3rd but I am still waiting to hear back from them on next steps.

Sincerely,

*******************************
Initial Complaint
Date:04/30/2024
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 am a retired **************** National Guard veteran. I was contacted by Veteran Evaluation Services to attend an appointment on 18 January 2024 at 1:00pm at ****************** ************************************************ for a Pulmonary Function Test. Veteran Evaluation Services made the appointment and can be reached at **************. My veteran claim is currently under review and they are assigned to it. The **** applicable is ***********. All billing is to be paid by ***. Their billing address is ********************************. The appointment was kept by me. I have confirmed with VES that North Shore sent the test results in late January to VES because that is when they were loaded in the system. A bill would have been sent at this time as well. However, I have been continually receiving bills from North Shore expecting payment of $2,556.00 with a payment due originally 11 February 2024. I immediately called the *********** University Health System and told them to send the bill to VES and gave them all the billing information. I also contacted VES. Despite this I received another statement the following month due 12 March 2024. I responded with the same actions taken. Despite this I received another statement the following month due 11 April 2024 with FINAL NOTICE listed on it and threatening notice of collections. Again, I contacted both organizations. I was reassured this would be resolved on both ends. This has been very stressful and very angering for me. I insisted my address be removed from their data base the last time I spoke with Endeavor Health (they changed names throughout this) Today I had an automated phone call from the automated phone system telling me I needed to call them back on an important business matter. I called back the same number I answered and waited on hold for quite a bit before a woman named ***** answered and said she could not access the system with the account number I gave her and had no idea why an automated call occurred.
Business Response
Date: 05/15/2024
Thank you for contacting us regarding your concerns. To protect the privacy of all our patients, we will not respond to your circumstance on this website. To better assist you and fully understand your experience, please contact us at northshoreconnect.org or call us at ************ to talk with our **************** Team.
Customer Answer
Date: 08/06/2024

Complaint: ********

I am rejecting this response because:
Again I ask for some assistance and for my complaint # ******** to be reopened if it was closed.
Besides the issues in the forwarded email beneath I have in the last week received ANOTHER INVOICE from ENDEAVOR HEALTH consistent with the total amount I have previously been sent a bill regarding.
I am beyond disgusted with this ongoing harassment.
I welcome the BBB assistance to hold this company accountable to cease and desist harassing me with an invoice due that should never have been mailed to me and that I am not accountable for.
I would again like the same resolve requests I originally requested which were ignored by Endeavor Health previously.
Thank you so much!,
*****************************

Business Response
Date: 08/06/2024
Endeavor Health will follow up directly.
Customer Answer
Date: 08/15/2024

Complaint: 21646403

I am rejecting this response because:
I understand the BBB is not a governmental agency and cannot force the Northshore ********************* to act ethically. To clarify, this formal complaint has NOT been resolved. I have recently received another invoice AFTER I was reassured over the phone months ago I would not.

I will move forward and reach out to the ATTORNEY GENERAL of IL to file a complaint.

Thank you for any and all efforts by BBB to attempt to resolve my complaint.

Sincerely,

*****************************
Initial Complaint
Date:04/29/2024
Type:Billing 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.
Guarantor # ******* I was sick. On April 6, I called to have the doctor on call call me back. She did and prescribed me an antiobiotic. On April 7, my own doctor called to switch the medication.This is for the same sickness! How dare you charge me twice - and for a hospital visit when the doctor on call was a phone call!!!I REFUSE TO PAY FOR THIS DUPLICATE ISSUE!THAT IS NOT FAIR!FIX MY BILL NOW!
Business Response
Date: 04/30/2024
Thank you for contacting us regarding your concerns. To protect the privacy of all our patients, we will not respond to your circumstance on this website. To better assist you and fully understand your experience, please contact us at northshoreconnect.org or call us at ************ to talk with our **************** Team.
Customer Answer
Date: 04/30/2024

Complaint: 21640942

I am rejecting this response because:

I already sent a message to customer service yesterday! You need to respond now and fix my bill!

Sincerely,

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

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NorthShore University HealthSystem is NOT a BBB Accredited Business.