ComplaintsforNorthShore University HealthSystem

Health

View Business profile

Need to file a complaint?

BBB is here to help. We'll guide you through the process.

File a Complaint

Initial Complaint
06/11/2024
Complaint Type:
Service or Repair Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
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
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 response
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
06/07/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
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
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 response
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
06/01/2024
Complaint Type:
Billing Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
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
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 response
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
04/30/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
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
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.
Initial Complaint
04/29/2024
Complaint Type:
Billing Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
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
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 response
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,

*********************************
Initial Complaint
04/22/2024
Complaint Type:
Product Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
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
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 response
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
04/10/2024
Complaint Type:
Billing Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
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
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 response
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
03/10/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
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
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 response
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
02/18/2024
Complaint Type:
Service or Repair Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
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
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 response
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
01/18/2024
Complaint Type:
Service or Repair Issues
Status:
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.
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
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.

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. ↩

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

Cookies on BBB.org

Need to file a complaint?

Complaint Details

Showing all complaints

Business response

Customer response

Business response

Customer response

Business response

Customer response

Business response

Business response

Customer response

Business response

Customer response

Business response

Customer response

Business response

Customer response

Business response

Customer response

Business response

BBB Rating & Accreditation

Contact Information

Customer Complaints Summary