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Business Profile

Health and Wellness

NorthShore University HealthSystem

This business is NOT BBB Accredited.

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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

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NorthShore University HealthSystem has 8 locations, listed below.

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    Customer Complaints Summary

    • 39 total complaints in the last 3 years.
    • 11 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:04/22/2024

      Type:Product Issues
      Status:
      Unresolved
      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 10/17/23, my daughter ***************************** visited their lab for bloodwork upon the recommendation of her physician. A few days later, the lab informed us that they could not obtain a sufficient blood sample and requested that my daughter come back for a second visit.The lab did not inform us that there would be a second charge for us to return and obtain a second blood sample. Regardless, I received a bill for both blood draws, even though the first one was not sufficient. I have already submitted payment for $524.96 for one lab visit, which is significantly more than we have ever paid for lab services at a lab, as well as for the $10 charge for clinical pathology. I left several voicemails for their billing department about the issue, who does not answer the phone. I never heard back from them, so I sent three different letters explaining the situation and asking for someone to contact me. I did not hear back from those letters either. I only received threatening letters stating they were going to send my balance due to collections and now I am receiving calls and letters from a collections agency.

      Business Response

      Date: 04/23/2024

      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: 04/23/2024

       
      Complaint: 21607635

      I am rejecting this response because I have left messages for the billing department at least four times and have sent three letters. I have provided all the infoation you need to address this issue in those messages and letters. If you really care about your patients and want to resolve this, then please respond to my messages.  

      Sincerely,

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

    • Initial Complaint

      Date:04/10/2024

      Type:Billing Issues
      Status:
      Unresolved
      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 ********* went to the hospital in October of 2023 for a kidney infection. After receiving awful care (I asked for a doctor for 17 hours and one did not show up until my mother called), I have now received a bill for thousands of dollars. I however have not received my medical records nor an explanation of the care I received at Evanston. To date, I, the patient have contacted Evanston Hospital, via phone, requesting my records on the following dates:11/17/2023 11/21/2023 12/11/2023 12/28/2023 01/18/2024 01/21/2024 02/06/2024 02/22/2024 02/23/2024 02/26/2024 03/01/2024 03/14/2024 - billing representative from Evanston Hospital said they would not send me to collections as they recognized my rights were being violated Additionally, I have sent two letters to Evanston Hospital on the following dates:11/05/2023 letter to Patient Services 12/08/2023 letter to the Evanston Hospital ********** ******************************* Even after all of these phone calls and letters, I have not received my medical records nor my reasonable explanation from Evanston Hospital. Instead, they have sent me to collections. In my opinion, Evanston Hospital has not completed their end of the contract by adhering to IL and federal law. I require my health records and a reasonable explanation of my services prior to payment.I appreciate your assistance in the matter.Under 410 ILCS 50, hereby titled as Medical Patients Right Act, I am entitled to certain rights from Evanston Hospital. Those rights include but are not limited to:"The right of each patient, regardless of source of payment, to examine and receive a reasonable explanation of his total bill for services rendered by his physician or health care provider, including the itemized charges for each specific services received. Each physician or health care provider shall be responsible only for a reasonable explanation of those specific services provided by such physician or health care provider"

      Business Response

      Date: 04/11/2024

      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: 04/11/2024

       
      Complaint: 21556442

      I am rejecting this response because: I just sat on hold for 30 minutes only to be hung up on by the establishment.  I have now called the business 15 times in an attempt to have my rights be respected.

      Sincerely,

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

    • Initial Complaint

      Date:03/10/2024

      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.
      For the second consecutive year, NorthShore has received payment from my insurance company (UMR) and not correctly applied it to my account. Last year, it took 9 months and repeated calls from UMR for NorthShore to realize it had, in fact, received the payment. That was in the amount of $43. This time, NorthShore received a payment of $250 towards a $304 bill. My attached explanation of benefits shows that my responsibility for services on 1/16/24 should be $54. My attached bill shows NorthShore removing the payment from the account and charging me $304 for the visit.I called in February to complain and was told it would be corrected on my March billing statement. It wasn't. I don't know if this is poor bookkeeping or attempts at fraud, but either way, NorthShore has demonstrated a track record of trying to receive duplicate payments.

      Business Response

      Date: 03/11/2024


      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: 03/12/2024

       
      Better Business Bureau:

      This response is not very helpful, but someone else at the organization resolved my issues yesterday. So, this complaint can be closed. 

      Sincerely,

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

    • Initial Complaint

      Date:02/18/2024

      Type:Service or Repair Issues
      Status:
      Unresolved
      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 inquired in early December 2023 about a charge that did not make sense to me. I received a message from North Shore University Healthsystem on 12/13/2023 that the charge would be removed. Despite that message, I received a final notice threatening that I would be sent to collections on a letter dated 1/27/24. I called the patient financial services department on 2/7/24 and was told they would take not of it. I want this immediately taken care of. I should not be sent to collections because of your mistake! My credit should not be threatened because of your careless record keeping. The message I received on 12/13/23 clearly says the charge would be removed. It shouldnt take over 2 months.

      Business Response

      Date: 02/19/2024

      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: 02/19/2024

       
      Complaint: 21309873

      I am rejecting this response because: Ive already contacted you several times via email and phone calls. You obviously did not read the complained just sent a generic response. Ive spoken to several people and still my account has not been updated. And now youre sending bills threatening to send me to collections. Ive again attached a correspondence saying my account would be updated 2 months ago 

      Sincerely,

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

    • Initial Complaint

      Date:01/18/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 received a letter from a collections agency regarding an unpaid bill on my 6 year old son's account. I received no letters, calls, or electronic communication prior to being sent to collections. Over that, as far as I can tell, I have no way of reviewing bills associated with my son's account in my patient portal even when I switch to his account. When I called the billing department, I was informed by a billing agent at North Shore that there is another bill coming due, but I have no means to see it on my end nor any past bills. This is absurd.

      Business Response

      Date: 01/29/2024

      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:12/28/2023

      Type:Billing Issues
      Status:
      Unanswered
      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.
      Date of Service 7/14/2023.I was billed by my physician's office for diagnostic services and neurological testing in the amount of $452.31 based on an estimate of charges after insurance coverage, which I paid on 8/7/2023 via Northshore's online patient portal. When I received my explanation of ***efits from my insurance company, BCBS, for this visit, it stated that the care provided was considered investigational or experimental and not covered but because the provider/facility was In network for my plan, I was not responsible for the charges, only $18.31 remaining on my annual deductible. I have literally been calling the billing office every 2 weeks since 8/2023 in an attempt to resolve this issue and have my payment refunded. i have been on hold multiple times for hours, given a call back and immediately hung up on, and when I have spoken with a representative I have been told that it is being reviewed by my insurance company. This is a blatant lie as my contact at BCBS, Semira has not received any additional documentation from Northshore , has opened a a case reference I-C3556965, but has not *** able to get a response from the billing office on my behalf. This is healthcare fraud and this business should be investigated by the appropriate state and federal regulatory agencies.

    • Initial Complaint

      Date:12/19/2023

      Type:Billing Issues
      Status:
      Answered
      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.
      Out of nowhere, i received a call from a collections agency saying I owe these guys ***** USD for basic blood work that was sent by my *********** in the north shore area, I did not get a statement in the mail, I had insurance during the time of the service I have been trying to call them for 2 days to get more information, their lines are always busy and the promise call back never happens this place is unethical, unresponsive and have no problems sending a large bill to collections but can't answer my call any time of the day. Something is definitely not right with their billing practices. I had prostate cancer my deductible was met in full and they sending me to collections for 5 grand without being able to a hold of them. Its like what in the world am I supposed to do, most health providers know how to answer their phones.

      Business Response

      Date: 12/19/2023

      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:12/14/2023

      Type:Service or Repair Issues
      Status:
      Unresolved
      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 informed by my insurance company, Cigna, that after reviewing the invoice PDF from Northshore that they are incorrectly billing me in at least three instances, one amount substantial (thousands). Multiple attempts by ***** and myself have been to no avail as ***** has reported being hung up on, transferred and then on permanent hold, bad connections. Myself I have been hung up on, put on long holds, etc. I do not need to upload the that they provided November 8, 2023, since they have it. The largest discrepancy is for a service on 7/12/23, where they are billing me an amount that Cigna has already covered. Additional, the Northshore connect app is useless. They state it may take up to 48 hours to get a response and it often exceeds that. My latest query to them is now 19 days old with no response at all from them.

      Business Response

      Date: 12/18/2023

      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: 12/18/2023

       
      Complaint: 21009892

      I am rejecting this response because: just because Northshore doesn't want to reply on this website, despite clearly I do, and it is my privacy at concern, just indicated their unwillingness to rectify the problems.

      Sincerely,

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

    • Initial Complaint

      Date:11/21/2023

      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.
      I have tried to reach their billing department at least 5 times over the past 2 months and have not gotten through. I have on at least three occasions requested a call back, but have not received one. All I want is a copy of the bill I paid on 1/15/2023 for $274.21. I can not reach anyone. There is no login where I can view this information. It should be possible to get a copy of a bill that I paid them.

      Business Response

      Date: 11/21/2023

      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: 11/22/2023

       
      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.

      They reached out within 3 hours and have mailed me a copy of my statement. Thank you very much for assisting with this. 

      Sincerely,

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

    • Initial Complaint

      Date:10/02/2023

      Type:Product Issues
      Status:
      Answered
      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 received a bill form NorthShore University Health System. The first bill I received was a final notice. I called in multiple times with questions about the bill before I paid. I have waited on hold with their ***************** Services multiple times and have been waiting so long I automaticity get sent to voicemail. I have now left 3 detailed voicemails asking for a call back. I have not received a call back in over a month and now I am receiving letters about pre collection services. I need help because they will are unreachable for patient financial services!

      Business Response

      Date: 10/04/2023

      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. 

    NorthShore University HealthSystem is NOT a BBB Accredited Business.

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