Complaints

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:09/19/2023

  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 was scheduled to have a medical procedure performed on 08/30/23. I did my due diligence and paid my portion of the **-pay which was $1,388.00. Unfortunately my procedure was cancelled because the insurance ** was not willing to **ver the test. with the test not being performed, One would think that getting the amount of I paid (in advance) was going to be difficult, however it has been nothing but issues. When I called the billing department, I was told there were 60 people in front of me that had the same issues and basically good luck with trying to get anyone in a supervisory position to help me. I shouldn't have to fight to get what is rightfully mine. This isn't about a discrepancy in pricing, this is about being reimbursed after SERVICES WERE NOT PERFORMED. I'd just like my refund to the method I used as a payment, ASAP.

  Business Response

  Date: 09/20/2023

  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, we will reach out to you directly via the phone/email you provided.  Thank you!

  Customer Answer

  Date: 09/20/2023

   
  Complaint: 20625213
  
  I am rejecting this response because the business has not provide a date as to when i can expect them to reach out to me.  
  

  Happy to discuss the matter via phone and appreciate the efforts to protect my privacy, but Id like expectations set as to when i can expect a phone call:

  
  Sincerely,
  
  ***************************

  Business Response

  Date: 09/20/2023

  Apologies for not providing more details for you.  I received confirmation from the Supervisor of that department that he is looking into the phone call and will then respond back directly to you.  I expect you would receive a call back no later than early next week.  

  
  *****

• Initial Complaint

  Date:07/06/2023

  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.

  After annual checkup my doctor sent me to perform pelvic ultrasound. Since they ultrasound office was closed they sent me to another location. I had a regular pelvic ultrasound with full bladder and then on empty bladder. But, now I am getting a bill for $3378.43 from them. This is after my insurance had covered $1933.57 I do not think regular pelvic ultrasound should be charged this much. Those are are the *** codes that have been charged: ***** (***), ***** (***)76856 (***)

  Business Response

  Date: 07/17/2023

  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, we will contact you directly.   Thank you!

• Initial Complaint

  Date:06/02/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  Hello,My complaint was resolved with an indication that Id hear from the business, but ***** has gotten back to me yet. I am attaching screenshots from BBB.This was my original write up with BBB I visited the immediate care location in *********** for an abdominal pain. All the tests were suggested/done as Id expect because the pain was on the right, but as per the results, the doctor said there is nothing serious, the pain must be related to constipation. My portion of the bill came out to be around $1100. My insurance has already paid the hospital about $11,000 *** hospital billing **** rep gave two options-1) 6 month payment plan on $1100 2)%15 discount on $1100, but it needs to be paid in full.I asked for the following-1)Apply %15 and allow me to keep the 6 month payment plan I got no for an answer. I meant to email CEO, CTO,etc but I could not locate their info and life happened. My husband got laid off.I called billing department again to let them know about my husband being laid off hoping that theyd allow what I proposed to go thru, but no. Second billing rep was not understanding either. Suggested I apply for financial assistance for which I would not qualify. I want to pay the hospital. All I am asking is to be given the %15 percent discount on my portion of the bill as well as the 6 month payment plan. ***y have already gotten thousands of dollars from my insurance and I am hoping for some understanding and empathy. Please help me here. 100-942-5071 is the reference number.

• Initial Complaint

  Date:04/14/2023

  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.

  I visited the immediate care location in *********** for an abdominal pain. All the tests were suggested/done as Id expect because the pain was on the right, but as per the results, the doctor said there is nothing serious, the pain must be related to constipation. My portion of the bill came out to be around $1100. My insurance has already paid the hospital about $11,000 *** hospital billing **** rep gave two options-1) 6 month payment plan on $1100 2)%15 discount on $1100, but it needs to be paid in full.I asked for the following-1)Apply %15 and allow me to keep the 6 month payment plan I got no for an answer. I meant to email CEO, CTO,etc but I could not locate their info and life happened. My husband got laid off.I called billing department again to let them know about my husband being laid off hoping that theyd allow what I proposed to go thru, but no. Second billing rep was not understanding either. Suggested I apply for financial assistance for which I would not qualify. I want to pay the hospital. All I am asking is to be given the %15 percent discount on my portion of the bill as well as the 6 month payment plan. ***y have already gotten thousands of dollars from my insurance and I am hoping for some understanding and empathy. Please help me here. 100-942-5071 is the reference number.

  Business Response

  Date: 04/14/2023

  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, we will reach out to you directly.

  
  Thank you,

  Edward-Elmhurst Health

  Customer Answer

  Date: 04/14/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution to reach out to me directly to discuss my circumstance is satisfactory to me. I hope I hear from them soon. Thank you very much.
  
  Sincerely,
  
  Husniye C Evrenos

• Initial Complaint

  Date:03/20/2023

  Type:Order 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.

  I was at Edward Elmhurst Emergency Room on 8/26/2022 at their **********, ** location after experiencing a side effect from my chemo treatments. My wife took me to this location at 9:26pm. At 3:36am on 8/27/2022, the staff insisted that I be transported to the main hospital by ambulance. Since I was not in any distress, my wife wanted to drive me the 11 miles to the Edward Elmhurst main hospital in **********, **. As my insurance is contracted with Edwards Elmhurst Health and all of my cancer treatments were paid by *****, I reluctantly agreed to go by their Edward Elmhurst Health ambulance. I did not get transported until 6:30am on 8/27/2022 and then I was discharged the same day around 2pm.Imagine my shock, when I received a bill for $3,431.81 after my insurance already paid $933.19. My wife called Edward ***************** regarding the bill and to find out why they didnt adjust off the rest of the bill as per my explanation of benefits from my insurance. The customer service rep told my wife that Superior Ambulance does not contract with *****. The ambulance no where states Superior Ambulance on their rigs. It is painted with the Edward Elmhurst logo all over. I appealed the claim with ***** and they paid them an additional $2,558.81. So, my insurance paid in total $3,492.00. The ambulance service still shows that I owe $873.00 and I am on an extended illness from work because of my cancer and havent worked since Nov. 16, 2022. This amount is a real burden and I have told that to the ambulance customer service rep.I have sent the attached registered letter to **** *** Maestro, CEO of Edward Elmhurst Health because I feel that this is a bait and switch since the ambulances state Edward Elmhurst Health all over them, which should be contracted with my insurance like the rest of their services, and not billed through another entity, Superior Ambulance. She never responded. I was never told about this contract issue from the staff at the Edwards.

  Business Response

  Date: 03/20/2023

  Thank you, we will respond directly to the patient.

   

  Sincerely,

  Edward-Elmhurst Health

  Customer Answer

  Date: 03/21/2023

   
  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:03/07/2023

  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.

  Visited Edward ER 07/26/2022. Received incorrect bill with the same charge billed twice. I have tried to get them to correct the bill since August so I can pay this bill. I have sent multiple emails with no response and at least 20 phone calls without response. When I get through to someone they tell me thats your bill pay it, even acknowledging that I was double charges telling me they cannot resubmit it to fix. When I have reached out to ***************************** head of billing department he ignored my first three attempts at email. Finally he responded to my fourth email and said either pay the bill or we will send you to collections. I have explained that I will gladly pay my bill once they correct it for the double charge. They have now sent me to collections and I am being harassed for something that is not my responsibility. I have contacted them over 30 times in all. My next step will be an attorney to deal with them if this doesnt work.

  Business Response

  Date: 03/17/2023

  Thank you, we will respond directly to the patient.

   

  Edward-Elmhurst Health

  Customer Answer

  Date: 03/17/2023

   
  Complaint: 19547957
  
  I am rejecting this response because: I have tried over 30 times to get in touch with Edward Hospital to get this fixed. I included the emails and dates of contact to show they do not respond. I fully expect to not receive any communication from Edward Hospital. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:10/30/2022

  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.

  Unfair billing practices. I was making Good Faith payments in excess of the requested minimum payments then they shut the billing and account down so I could not make payments anymore on their billing portal. They then subsequently sent the account to a collection agency falsely stating that I did not make payments towards what I owed them without my knowledge or awareness. I request that they contact me in a professional fair reasonable manner to resolve this issue and remove my account from the collection agency and remove the false report from my credit report. Again they stopped billing me while I was making payments more than what they were asking for and treated me unfairly and unprofessionaly.

  Business Response

  Date: 11/07/2022

  Patient contacted us last week on 11/4. Patient did not set up a formal payment arrangement but was making more than would be required under an instalment plan. We apologized for the inconvenience, closed the account with ********** and gave the patient a courtesy adjustment of his remaining $1220.00 for the problems he encountered trying to resolve this.

• Initial Complaint

  Date:10/08/2022

  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.

  On July 1 2021 I gave birth at Edwards Hospital and shortly after I received a bill, a little over ****** which almost $4000 of it was my portion. At the time I had two insurances (currently just have one) and I have been going back and forth with them and my insurance about this bill. Ive called a few times this week requesting to speak with a supervisor and no one has called me back. I just would like a resolution to this bill. My insurance stated that they never received the bill and have been working with me to get a resolution but there still has not been one.

  Business Response

  Date: 10/19/2022

  Patients primary and secondary insurances were billed and have since paid. The only remaining portion for this is $400 which was applied to her copay.

   

  Sincerely,
  
  Northshore/Edward-Elmhurst Health

• Initial Complaint

  Date:09/20/2022

  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.

  Good morning, I have a screen test done with the edward elmhurst hospital and they decided to charge $360 for a vitamin D test which it cost in $35. I requested a detail information on what kind of test were they doing that it cost it almost 10 times more than in **************************** lab. The hospital denied to provide the details of the cost.It is absurd that they can charge ********************** **************************** charges. I want the cost of this lab test to be reviewed and decreased. If that is not possible I want to know what kind of test is the hospital doing that I am supposed to pay them $199 after the insurance got them to reduce a little bit.It is outrages that a hospital is allowed can gouging without anyone making sure that they practice fair market prices. I have been quote by Quest and other labs $35 to $40. I was charged last year by **************************** $35. I still dont understand why they charged that when the lab test is probably the same test than other labs.This hospital needs to be investigated for gouging and probably wrong billing. They original charged me for non screening lab. the insurance got those sort of with them but this vitamin d is not covered and then hospital feels it is ok to charge 10 times more than the fair market price!.I will appreciate if you could do anything to one get explanation of why there test is so expensive compare to ****************************, two reduce the charges and final investigate the whole billing process in this hospital since it is clear they are taking advantage of the patience.Thanks

  Business Response

  Date: 10/03/2022

  Good afternoon,
  
  The patient had a routine screening with her Physician who ordered lab work specifically for diabetes testing. Each of the 4 different lab tests ordered we coded as the Physician ordered. The total charge for these labs $933.00. This is well within our contractual amount with the patients insurance and usual and customary for a hospital lab. The total charges for hospital services are not reflective of what the Hospital is paid for the charges as these terms are agreed upon in our contracts.
  
  The patients insurance paid their portion and took their appropriate contractual discount. They applied $199.44 to the patients 2022 deductible. Patient out-of-pocket responsibilities are determined by their insurance based on their personal benefits. We do not determine what their out-of-pocket is.
  
  As for private diagnostic laboratories such as Quest,hospital costs and charges are not comparable to these types of individual facilities whose lone responsibility is lab services. Patients are always encouraged to explore all avenues for healthcare services and if their insurance benefits allow, they would be encouraged to pursue the more cost-effective options. Also, all hospitals are required to have avenues of price estimation for patients to utilize prior to services. The estimates in most cases also advise a patient what their insurance tells us their Out-Of-Pocket balances will be.
  
  Please let us know if we can be of further assistance.
  
  Sincerely,
  Patient Financial Services
  Northshore/Edward Elmhurst Health

  Customer Answer

  Date: 10/06/2022

   
  Complaint: 18051207
  
  I am rejecting this response because: The response does not address the main issue nor explain why the hospital believes it can charge 10 times more than other hospitals. This hospital is overcharging for a basic lab test 10 times more than NCH hospital which is also a hospital of similar size and it is also making money from it. 
  
  NCH changed $40 for the same lab test ,same code - attached the cost from Dec 2021. 
  Regarding investigating the cost: 
  I did try to check the cost but this particular test was not on the insurance website. I had this test done in Dec 2021 and I was charged $40 by NCH , I did not expect that a recognized hospital was gonna engage in gauging like this. Since I went for a screening doctor visit and lab I also got the vitamin D test. I asked the nurse and front desk both alleged they could not provide the cost because they did not have the codes and I needed to call billing etc.. All hospitals seem to hide their cost or make it very difficult for the patients to find the final cost saying it depends on your insurance etc etc.
  
  
   This should be covered under the recently past ******** law of surprise. If I paid $40 in Dec 2021 I would not expect to pay $360 in July 2022.  This lab was not covered as screening and I expected that at most I will pay a small difference between what I was charged by NCH hospital in Dec 2021 and July 2022 rather than 10 times.  I went for a screening visit which was covered 100% by my insurance including the labs. How in the world I was supposed to know that Edward Elmhurst hospital was considered appropriate to charge 10 times more than other hospitals.  The hospital wrongly built the insurance for the lab test as diagnostic which eventually the insurance got sorted out and I dont have to pay for the screening labs. For this Hc Vitamin D 25 Hydroxy - ***** (CPT), I expected to pay the same or a small difference between Dec 2021 and July 2022 not 10 times more.

  I am very aware of what is my deductible, what was covered and what goes to my deductible (the whole cost of the vitamin d) because everything else was covered 100% and even after the applied supposed insurance discount the lab is still costing $200 which is outrageous for a lab that cost $40 in another hospital. This hospital needs to be investigated!
  
  
  Edward Elmhurst is charging $360 for the Hc Vitamin D 25 Hydroxy - ***** (CPT) vs NCH same test the Hc Vitamin D 25 Hydroxy - ***** (CPT) = $40. Attached both bills and just to make it clear the cost of the vitamin d in NHC hospital is without any discount! it is the full price that the hospital is charging for a vitamin d test which I paid as out pocket! 

  So dont try to explain me how the insurance work. Explain me how it is fair market value to charge $360 for a vitamin D test. 
  
  
  I really hope the cost is reduced to the fair market value of the test $40.  This excessive charge has prompted me to compare other costs like an urine test that cost $4 at NCH  this hospital Edward Elmhurst is charging $120 . It is becoming very clear that this hospital practice is to overcharge the community that they serve (claiming is fair to do so!) and I really hope the community take actions! I will make sure other are aware of this hospital practices and avoid it even though this hospital is very close to where I live. 
  
  
  
  
  Responder Reenviar
  
  
  Sincerely,
  
  *************************