ComplaintsforEdward-Elmhurst Health

• Initial Complaint

  07/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been contacting the billing department for almost a year about a charge that no one can explain and can not be paid by my insurance company. You cannot get in contact with anyone, only representatives that have little to no control. IF you can get them on the phone you will wait for hours and never speak to anyone and are asked to leave a call back number. NO ONE ever calls. When you are now not allowed to speak to a supervisor because they have taken that away from the representatives and they have to type a letter to a supervisor to call you back in 24 to 48 hours. I have be waiting over 180 hours and no call. I have called back and they can do nothing but send another letter. This is the most incompetent organization ever. They do not want to help you and make it impossible to speak to anyone of value. All phone numbers lead back to the same incompetent people. I am at the point of calling an attorney to deal with stupidity.

  Business response

  07/09/2024

  Patient was admitted to the hospital from 10/18/23 - 10/22/23, his insurance applied a $1000 co-pay to his responsibility, which they confirmed is part of his benefits and would apply anytime he has a hospital admit . We have spoken to him numerous times, the last being a week ago, and explained all the charges are correct and the services were rendered. Patient has yet to pay his bill and was subsequently sent to collections. Patient has been provided the contact information for the collection agency.  

  Lastly, this debt not on his credit report. Patient should reach out to the agency and make arrangement for payment. 

  Customer response

  07/10/2024

   
  Complaint: 21962767
  
  I am rejecting this response because:

  In response to what the business said I add the following:

  It has been established and agreed that I owe the $1,000.00. I was put on a payment plan on June 28th. The payment plan is for $111.13 plus $4.95 for services for a total for the next nine months of $116.07. Having said that why would I do what they suggested of calling the collection agency. I was never given any information about any credit collection agency until the collect agency called me three days later. The collection agency stated they would no do anytime not do anything till ****** contacted them and the case would remain open. When I call to speak with someone they say they can't see any information and cannot do anything for me. I have asked to speak with a supervisor and have been told they are not allowed to transfer calls anymore as most work from home. I have place two calls to speak with a supervisor and the agents say they have to mail letter to a supervisor to get back to me within 24 to 48 hours. It as been a total of over 132 hours and I have yet to receive a phone call. Funny how they can respond to the BBB in less than 24 hours but cannot respond to a patient in over 132 hours. If a collection agency is involved it is on your credit report I don't care what they say and I will have it removed even if I have to contact an attorney. Again if you have a record of my payment plan why is there a collection agency involved.

  I have called again as I type this letter and someone has called me back. They have confirmed that I am on a payment plan, they confirmed that they have received my first payment of 9. They are now as I type have me on hold and are trying to find a supervisor. I was told that I would have two people call me back by the end of the day today. This did not happen. It is 7:51 p.m. and I have not received a call from anyone. 

  So who is to blame here? I have done the work for everyone and received nothing in return. No I do not accept what ****** Hospital has said as it has all been a lie. 

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

  Business response

  07/11/2024

  Unfortunately, because the patient waited until the final statement was sent to him to set up the plan, the system already had him set up to be sent to collections. We have closed the account out with collections and will restart his payment plan. 

  Customer response

  07/11/2024

   
  Complaint: 21962767
  
  I am rejecting this response because I have gone beyond what needs to be done as a patient.

  I must emphasize that before and during all of these communications that ****** Hospital has no problem answering the BBB to make themselves try to look good BUT I have two outstanding requests from a supervisor to discuss this issues and on the first request it has been over 140 hours and I have received no call back from a supervisor. On the second phone call requesting a call back from a supervisor it has been over 24 hours and I was guaranteed I would receive a phone call from the individual that I spoke with and I would receive a phone call by the end of the day from a supervisor and I have not received ANY phone calls. 

  It speaks volumes that ****** Hospital can reach out to the BBB in seconds to try to save their reputation. When it comes to a client they cannot answer a call and do there best to make it the fault of the patient at all costs.

  I have all of the paperwork, I have printed all of these conversations in this case should this case need to go further. I am hoping that this case is closed and would like to know for sure that it is resolved by a communication from someone at **********************

  Let it be know that through the BBB I will accept that they have taken me off of the collection agency and they have accepted the payment plan that they refer to as "restarted" the payment plan. This payment plan was in place before all of this started it was never "restarted".

  I would like to consider this issue closed thanks to the work of the BBB that was more instrumental in bringing this issue to a close than anything ****** Hospital did.

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

• Initial Complaint

  06/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  They charged me $10 000 for my emergency visit. They charged me $8 000 for ct scan.I dont have traditional health insurance yet they charged me these unbelievable prices. They didnt even prescribed me a medication which would helped me to pass the stone faster. The health savings plan paid $4k and they ask for additional $6k. I am self employed, still unable to work and I wont be for rest of the year so I lost all my contracts. I dont qualify for financial assistance .All I want is to get self pay price and prepare the bill correctly. I dont have traditional health insurance. I need to be treated as self pay !

  Business response

  06/03/2024

  Patient was not charged this, his insurance was. All charges are well within usual and customary costs and in line with our insurance agreements. ******************* paid their contractual portion and took their contractual discount.  They applied the remaining balance to his Co-insurance. If patient is not able to pay the balance in full, all patients have the ability to apply for financial assistance. if the patient does not meet the financial hardship requirements, a monthly payment arrangement is available for all patients. 

  Customer response

  06/03/2024

   
  Complaint: 21788028
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************

  Customer response

  06/04/2024

  Patient was not charged this, his insurance was
  
  
  According to their web and  their transparent price list cost of CT scan is $2515. 
  I was supposed to be treated as self pay because I dont have health insurance.
  I have health savings plan . 
  The billing people in the hospital should be aware of these plans. Although I understand thats pretty rare. Yes now Im aware that with these plans I shouldnt mention this plan and only say self pay. 
  
  
  There is no way to charge a patient such an unreasonable and non customary amount for a CT scan and other procedures.
  
  
  According to the hospital patient cant ask for financial assistance because he has out of state ID.
  
  
  Offering a payment plan is nice but patient cant afford to pay such an amount. 
  Patients emergency funds are going to be used for upcoming surgery.
  Patient was self employed, no income or unemployment possible, lost all his contracts and had to hand over his leased vehicle.
  Patient is having surgery in a couple months and cant work at all and will be recovering from the surgery with generosity of his friend and her husband. 
  
  
  
  

  Business response

  06/05/2024

  The charges were not $8000 for a ** scan. The total charges were comprised of the ** scan, the Emergency room itself, the Physican charges and numerous labs that were taken. ** of the abdomen and pelvis, CPT ***** is $5,588 and shows as such in our price estimation tools. 

  The balance was applied to the patient responsibility by his insurance. We have answered the concern and now consider this to be closed. 

  Thank you

  Customer response

  06/05/2024

   
  Complaint: 21788028
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************

  Customer response

  06/05/2024

  Patient is disputing the whole bill.
  The amounts charged are unreasonable and non  customary. 
  
  
  Patient is asking for reasonable price. Not even the price is outrageous the patient didnt even received basics. Patient couldnt keep liquids for a whole day and was throwing up many times before the emergency visit and patient didnt even get 1 IV fluid, patient didnt get prescribed any meds to help him the pass the kidney stone.Urologist couldnt believe it. 
  
  
  Asking $9976 for such a care is absolutely unreasonable and unacceptable.
  Patients plan already paid $4114 to the hospital. 
  Hospital asking for another $5862. 
  
  
  Hospital doesnt have billing department. Hospital doesnt have a single billing office there. There is no person to speak to directly. 
  They say everyone works from home.
  The official numbers for billing are third party billing services. This third party billing has no control over hospital charges. They only collect payments and set payment plans.
  
  
  
  
  
  

• Initial Complaint

  04/28/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  My Guarantor Number is ******** and Account No. **********. Endeavor ********************** has sent me an invoice on 04/02/2024 for $13,645 for date of service (DOS) of 06/16/2023. This was a pre-approved procedure and Elmhurst staff got the approval prior to the **** I contacted the insurance company and learned that they issued two checks ********** issued on 9/11/23 and ********** issued on 10/16/23 for a total amount of $7,887.00. This was the approved insurance amount for the procedure. Both checks were returned on 01/18/2024 stating undeliverable address.Since then, I have contacted Endeavor Health numerous times via MyChart and via their customer services number. Last time on 04/17/2024 I spoke with an agent **** (only first name was provided). I requested to speak with a supervisor. I was told within 48 hours I should receive a call back. I did not. I received a call back from ***** supervisor on 04/22/2024. We decided that we might be able to resolve the issue via a three-way call with the insurance company. We agreed on a time. She said she would call me on Wednesday (04/24/2024) at 12pm. She did not. I never heard back from her. What Endeavor health needs to do is to call HealthLink at ********** with reference number # ********. Provide them with an address where they can re-mail both checks. According to them the address should be provided to them directly by Endeavor Health. Thank you for looking into this matter.

• Initial Complaint

  01/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received emergency room service on 8-16-2022. When they took me back to the emergency room for my examination there was no room available so they left me in the hall. While I was waiting for final exam by the doctor the hospital had an announcement of a lost patient which prolonged my wait for the medical exam by 45 - 60 minutes. When I received my bill it was not itemized so I could review how I was charged. I wanted to know if I was charged for a emergency room and for how long. I called on ***** and was informed that the invoice was pending. After receiving the bill I followed up non 11/17 and expressed my concern and was informed I would receive an update invoice. The updated invoice was not received and I followed up on ***** and was told I would get a 15% discount but when I asked how that we determined no explanation was provided. I requested to speak to a supervisor and I was transferred to ***** at ************ and I left a message. I called back on 12/21 and 12/26 and left messages. I reviewed my bill on 12/27 and noticed there was no adjustment. I called again and when I asked to speak to supervisor I received the same voicemail. To date no response return call from the supervisor has been received. On 12/28 I received an email indicating my account was pass due. I sent a minimum payment on 12/28. I responded to the email for the notice that I was pass due and I have not received any response. I believe I was overcharged but not able to speak to anyone with authority.

  Business response

  01/03/2024

  Thank you. We will respond directly to the patient.

  Customer response

  01/08/2024

   
  Complaint: 21086741
  
  I am rejecting this response because:  They have not responded to my concerns. I received a copy of a letter dated December 28, 2023.  They have ignored my request for a phone conversation concerning two issues which occurred while in their care.  I was put in a hospital bed in the hallway because they did not have a room. I want to confirm that I was not charged for use of a room when I did not occupy one.  In addition, the hospital lost a patient while I was in their stay. I want to confirm that my time in the hospital reflects that I should not be charged for my time that was attributable to the hospital issue.   During the time that the hospital lost a patient the nurse was on standby in the hallway not addressing my care.
  
  Sincerely,
  
  *************************

  Business response

  01/18/2024

  When a patient comes to a hospital for emergency care there is no specific "room" charge. emergency room refers to ********* care. Unfortunately, sometimes emergency rooms are filled to capacity however a patient will still be treated.  

  As for this particular case, we provided a response in writing and consider this to be a closed case. 

  Customer response

  01/18/2024

   
  Complaint: 21086741
  
  I am rejecting this response because: *** hospital never responded my request for additional review to determine if I was charged correctly.  After several weeks I finally spoke to ******* who said she was a supervisor.  When I asked for additional information she indicated there was nothing she could provide and I needed to contact medical records.  She provided a phone number and said if I call that department and they would provide my documents.  When I called they indicated I needed to come and get the documents, which as a person who works full time I am unable.  I also asked ******* to have her supervisor call me back.  It has been several weeks and the supervisor whose name is ***** has not contacted me.  ************************* has bounced me around, failed to return my call, disregard my request for the hospital to review how situations they caused regarding not having a room and holding for an additional hour while they try to find a patient they lost.  Never have they taken responsibility for their actions.  ***y have only offered that if I pay my ****+ bill in full I could take a 15% discount.  ***y felt that because they sent a copy of a letter which listed the same information on the invoice.  I am not confident that if I do pay the invoice in full minus a 15% discount they will honor to that statement because when I asked for that offer to put in writing they indicated they would not be willing to honor that request and that the our conversation was being recorded and they would have the recording to acknowledge the 15% discount.  Thus far, they have not provided any assistance and have continued to protect their invoice amount with providing any additional proof or willingness to actually have a conversation and respond to my reasonable requests.  *** customer service is dismissive and arrogant.  
  
  Sincerely,
  
  *************************

• Initial Complaint

  12/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been severe pain, throwing up, chills and a fever. I got to the emergency room at 4pm, by 7pm I had only been seen by triage and was told it would be an additional 2 hour wait. I started crying as the pain Intensified and I even asked if there was some place I could lay down due to the pain and was denied that. My symptoms got worse as I was there and they did not care. You had registration nurses having full blown conversations instead of checking people in, nurses on their cell phones texting in the back and I spoke to others patients who had been waiting since 2pm. This is absolutely ridiculous. The point of an emergency room is to receive care urgently. If people are leaving before being seen because theyve been sitting for hours who are they helping? The staff have terrible attitudes and personally speaking the hospital needs to be shut down or revamped with new staff who actually want to work. I also had a fever of 105 which I was given Tylenol and sent back to the waiting room. I would never ever come back here even if my life depended on it.

  Business response

  12/26/2023

  Thank you for sharing. We are sorry to hear the patient did not have a good experience. Unfortunately like most emergency rooms we are experiencing very high census levels. While we try to accommodate all patients timely, Emergency patient care is based on severity of the emergency. For this reason, our website shows the current wait times for each of our Walk-in, ********* care and Emergency rooms. In addition, it provides information on the appropriate facility to utilize based on symptoms. 

  Once again, we are sorry the patient did not have a good experience. 

  Sincerely,

  Endeavor Health.

• Initial Complaint

  12/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Date of transaction was 5/25/2022; date of bill was 6/17/23. Account number **********; patient name is ******************************* (my wife - I am the primary insured). The total charges were $1,447; insurance paid $776.64 and we paid $35 copay. The remaining $670.36 is supposed to be a "write off' per the insurance agreement with ******. There was an incorrect explanation of benefits from our insurance that was corrected on a call with ****** on 7/5/23 at which time we were told our account would be updated within 2 weeks with a zero balance as the required documents were now provided. Since then, we have called nearly 20 times with no resolution including being given phone numbers to ********************** (apparently 2 different levels up) with NO response in spite of being told we would be called back. Furthermore, we were told on 7/5/23 that the account would be 'frozen' meaning we would owe nothing until the account could be processed to completion - this never happened and we now have a letter from a collection agency. This is BAD BUSINESS as we have not been able to speak to someone from ****** who will help us. We pay our bills on time and in full and want resolution as in the event we owe anything, we would pay - yet many times (on recorded calls as ****** records them), we have been told this just needs to work its way through their system and would be a zero balance. Please help!

• Initial Complaint

  11/30/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Took my daughter to the emergency department in April 2023. I am very familiar with our insurance benefits and copays. My husband is a medical provider and understands how it all works. We were billed incorrectly according to him and according to UMR. After dozens of phone calls to UMR and to ****** and from UMR to ******, the billing department has not remedied the problem. We were told that it would be fixed, but the bill has been sent to collections. It is impossible to get ahold of someone in the billing department that can do more than just process a payment. We have a lot of documented conversations from UMR, but it does not appear that ****** even documents the encounters. This makes me wonder how many people have paid bills that were incorrectly billed to insurance first.

  Business response

  12/01/2023

  Thank you. We will respond directly to the patient. 

• Initial Complaint

  11/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  We keep receiving thousands in Bills from 3rd party venders who work out of ******* who we DID NOT APPROVE for service and are billing us anyways. We never approved ***************************, MD from ***************************** to be approved. We also never approved other procedures to be completed of which we are getting billed for.

  Business response

  11/22/2023

  All signed documents and notification were sent certified mail and signed for by the patient. We consider this matter to be closed. 

  Customer response

  11/22/2023

   
  Complaint: 20838930
  
  I am rejecting this response because: 3 proceedures were completed and the bills were sent to the incorrect place or billed incorrectly. We received 3 bills all of which should be covered by insurnace, we need the hosiptal to work with the insurnace company to be sure all bills are paid by insurance, This is related to BOTH of our insruance polcies. We have two policys. 
  
  Sincerely,
  
  *****************

• Initial Complaint

  10/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was seen in 2022 and the insurance was billed as an out of network provider. Since then I have tried to reach out multiple time. Finally, the insurance got back to me (thats a whole other pain) and they sent over a new *** with the amounts that were overbilled as an they tried to charge me almost 3k for an Xray and some labs (which is insane). I have contacted their billing department through multiple contact forms, voicemails and mychart. On mychart they take almost 14 business days to respond (although they quote 5-7) and I sent over again the *** via mychart and email. It has not been 2 months of calling, and messaging on mychart and the balance is still on my account with no further response or explanation.

  Business response

  10/23/2023

  Bright Health inadvertently processed the claim in 2022 as out-of-network. We spoke to them last week and they fixed the error on 10/19. This has been resolved. 

• Initial Complaint

  09/01/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unresolved

  More info

  On or about July 1, 2023, my wife and I took our son to the ********************************************* ************** facility for medical aid for a cracked tibia. The facility closed at **** hours. We arrived at approximately **** hours with an urgency. While I understand the facility was "closed" as of 5 minutes prior, we made an effort to make contact with medical staff..2 fully uniformed medical staff members walked passed us without even a glance. We arrived at the door and could see inside. Two medical staff members were inside. Neither acknowledged us. No effort was made to obtain any information of "go the extra mile", so to speak, to help.We received no medical help from a medical facility.I brought this issue to the attention of the facility and was met with an overwhelmingly apathetic and lazy response.When this information was brought to the attention of the main facility and those responsible, we were, ultimately, told "sorry, too bad". During their synopsis of the events, which they sent in a letter, they omitted details of the event. When confronted on the missing details, we were told "it doesn't change anything".This healthcare facility, which sole purpose is to provide HEALTH CARE, showed a complete lack of regard for their literal main function.We had to take our son to the ** where our medical bills were exponentially higher.

  Business response

  09/04/2023

  Thank you for sharing. This person's concerns were fully reviewed and addressed with him in August. We consider this closed as responded to. 

  Customer response

  09/05/2023

   
  Complaint: 20555591
  
  I am rejecting this response because:

  When additional information AND information they omitted was brought to their attention, they refused to acknowledge it and act upon it; therefore failing to do their jobs properly, appropriately, and effectively  

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

*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. ↩