ComplaintsforNorthShore University HealthSystem
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Complaint Details
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Initial Complaint
02/18/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unresolved
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
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.Initial Complaint
12/28/2023
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
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
12/19/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
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
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
12/14/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unresolved
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
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 response
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
11/21/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
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
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 response
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
10/02/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
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
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.Initial Complaint
09/15/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unresolved
We paid our scheduled autopay early in the amount of 150. We then found out that the automatic payment would still be taken & they refused to stop it or refund the overpayment.Business response
09/22/2023
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 response
09/22/2023
Complaint: 20609682
I am rejecting this response because: we have spoken to your customer care/service department & they informed us they cannot/will not be able to help us.
Sincerely,
*****************Initial Complaint
08/23/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
My HSA paid $130.89 to North Shore already. Yet I am being billed the same amount by North Shore. They were already paid. My balance due should be $0!Business response
09/06/2023
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
07/27/2023
- Complaint Type:
- Billing Issues
- Status:
- Unresolved
Hello,This transaction is with Northshore University Healthsystem.I had visited my primary care physician with a prior appointment for annual physical. The doctor had ordered labs as part of the annual physical visit. This is 100% covered with the health insurance company that I had registered with through my employer.Apparently, I received a payment due statement of $137.78 from Northshore. After several conversations between insurance company and Northshore billing ***** I got to know that the doctor (or their team) incorrectly submitted the billing codes internally to their billing ***** In turn, their billing **** didn't submit correct (preventive) codes to insurance company. I called up their billing department to explain the issue. They only kept me redirecting to the their own Doctor's ******* as if they are separate entities. And, continued to send me payment reminder notices.Finally, after multiple back & forth, I was able to connect with Doctor's ****** and they agreed that they have submitted incorrect codes. Also, they communicated to me that they've faxed the revised codes to their billing department and that should resolve the matter. I further informed their billing **** by sharing the Doctor's notes with an intent to avoid any further communication gap in this regard. However, I continued to receive Now, I have received a notice from Northshore with a pre-collection status!Fortunately, I kept all the communication updates in writing within Northshore's patient application system for records. And, I am attaching this written correspondences between their customer service **** as well as doctor's ******. Further, I am also attaching the latest billing notice.This entire transaction has been completely unprofessional and mismanaged by Northshore.Business response
08/03/2023
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 response
08/03/2023
Complaint: 20387709
I am rejecting this response because:Northsore has denied to provide any details to you (BBB) to resolve this matter. If they're concerned about patient privacy, they could have provided a better response on what they're doing to resolve the matter and ETA. Instead, Northshore has continued to mismanage this situation by not taking ownership of the case and just moving around within their own internal departments, while expecting me, as a customer to coordinate within their internal departments. It clearly indicates professional misconduct and I request BBB to publish this information in public forum so that existing or potential customers are made aware of the business practice.
Sincerely,
************************* Mehta
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Customer Complaints Summary
41 total complaints in the last 3 years.
19 complaints closed in the last 12 months.