ComplaintsforEdward-Elmhurst Health

• Initial Complaint

  08/04/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  In January of 2023 I went to the ******* ******** Clinic in ******* to be treated for a sinus infection. I explained my concern and my health history. The practitioner told me I would need to take a covid test. I had no covid symptoms so I refused. She told me that she would not treat me without it. She then told that I cannot have a sinus infection without a fever. I explained that I never have a fever but the swelling, pain/drainage were related to a sinus infections. She refused to treat me and told me that "I am the one who went to medical school". I received no treatment from her and left the office.I went immediately to another urgent care and was diagnosed with a sinus infection and given an antibiotic and steroid.I also followed up with an otorhinolaryngologist who confirmed it. I then received a bill from the ******** clinic for treatment and noted in mychart that she stated she treated me, despite saying out loud with witnesses that she refused to treat me. I appealed the bill with the ******** clinic. They reported back to that she acted appropriately. I asked for a follow up review in February and just received a response in August of 2023.The follow up (6 months later) stated that the service was "clinically appropriate" It also recognized (as I had sent in proof of the other urgent care visit and specialist follow up) that other medical professional recognized and treated me for a sinus infection at that time. Which contradicts them saying I did not have one. It also stated that I was treated and that the balance of the bill stands.I have made five attempts to contact the patient satisfaction coordinator and received to return call. I emailed her and she sent a secure message that I cannot open without the appropriate password. She has yet to call me back with a password.I believe not only was I mismanaged and untreated in the urgent care office, but also that the charges are unwarranted because they did not/refused to treat me.

  Business response

  08/07/2023

  Good morning. We have reached out to this person directly on a few different occasions. We will continue to reach out directly. 

  Customer response

  08/07/2023

   
  Complaint: 20424406
  
  I am rejecting this response because: I have attempted to contact the contact person for over a week and left several messages. I received no return call. I would appreciate a call back.
  
  Sincerely,
  
  *******************

  Business response

  08/18/2023

  A formal letter was sent to this person on 8/7/23 by our patient experience team. We consider this matter to be closed. Thank you. 

  Customer response

  08/23/2023

   
  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. While they took no responsibility for my mistreatment, they did zero out the bill.
  
  Sincerely,
  
  *******************

• Initial Complaint

  06/14/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  For one particular hospital stay, I was charged $1,011 two times for Azelastine (a nasal spray that retails for around $30) that I never received at any point during my stay. I have a copy of my medical records from that stay and the medication admin record shows "patient refused" three times! They still charged me for that medication that will obviously not given to me. I was also charged for Enoxaparin (the blood thinner Lovenox) four times each day of my stay; it is not even possible to receive Enoxaparin 40mg 4 times a day for someone with no risk factors like me. The medication admin record also shows that I only received Enoxaparin once a day during my stay. Also worth noting that Enoxaparin comes in ONE prefilled syringe of the dose. It's also not possible that they had to give me four syringes full for the ordered dose.My daughter and I have spoken to reps from the billing department; no one has tried to resolve this matter, and they continuously promise a callback from a supervisor. I still have not received a callback from a supervisor. One representative even told us that patients are charged for whatever the Doctor ordered, whether they received it or not. I called Patient Experience and was connected to a supervisor named ***********************. **** also promised to follow up with me by Monday 6/12 but he has not called back or returned my phone call when I called earlier today.The care from my Doctors has been great but that experience has been soiled by the unethical business practices used by the billing ***** I am a victim of phantom billing. Billing me/my insurance for medications that I clearly did not receive is fraud.

  Business response

  06/14/2023

  Thank you for sharing. Patients daughter brought this to us 7 years after care. Daughter was advised a call back would be given only after the concern could be fully investigated. We will respond directly to the patient again. 

  Customer response

  06/19/2023

   
  Complaint: 20183373
  
  I am rejecting this response because:
  

  The **** supervisor told us that we could expect a call back 6/12, but that did not happen. We called him 6/14 but he did not pick up and has not returned the phone call.
  We have a copy of the itemized statement as well as my medical records from the hospital stay. In black and white it shows that I did not receive the nasal spray medication I was charged $1,011 twice for NOR the blood thinner that I was charged four times a day.
  At this time, a week after we were promised a callback, we still have not received a resolution on a simple matter. This is after receiving the run around from billing **** reps.
  Yes, the hospital stay was 7 yrs ago but my daughter stepped in with her medical expertise and noticed that it was not right. I did not know better, but EE Health does know better. 

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

  Business response

  06/20/2023

  This person was responded to in full detail including status via email on 6/15 at 4:08PM. We consider this closed with the BBB and will continue to work with the patient. 

• Initial Complaint

  06/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I went to the *** at you *********** location. I called the day before to get the hours, I was told they were open on Saturday until noon. I traveled all the way from the north side of **********.I get there and everything is locked up.They told me last appointment is at 11:45.I was never told last appointment was 11:45. The website says open til noon and the lady on the phone call said open until noon. Also nothing at the location says, last patient taken at 11:45.The state of ******** mandates business hours for a reason. If you close at 11:45 you need to state that and tell you clients.I wasted an hour plus gas to go all the way to ***********, only to be turned away. I want the hours changed if you are not seeing clients until noon. It is a misrepresentation.

• Initial Complaint

  05/21/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Jan 2023, ER visit which was paid, still receiving bills for this visit. ******************************* has removed the billing contact option from their mychart page where clarification had previously been requested. Previously, I had requested, from ******* ******** , itemization of bills and services which they were billing for or had billed for - this was never provided. Requests for bill clarification and **** has continually been ignored.

  Business response

  05/22/2023

  Thank you for sending. For patient privacy we will respond directly to this person. 

  Customer response

  06/01/2023

   
  Complaint: 20087761
  
  I am rejecting this response because:

   

  There has been no resolution to the complaint filed. Regards,
  
  Sincerely,
  
  *****************************

  Business response

  06/02/2023

  Good morning. This concern was responded to via E-mail on 5/22/23. We consider this to have been responded to and closed. Thank you. 

  Customer response

  06/02/2023

   
  Complaint: 20087761
  
  I am rejecting this response because: I do not have your response.
  
  Sincerely,
  
  *****************************

  Business response

  06/06/2023

  This person was responded to via email on 5/22/23 at 8:07am. We consider this matter closed. 

  Customer response

  06/06/2023

   
  Complaint: 20087761
  
  I am rejecting this response because:
  I have not received a response 
  Sincerely,
  
  *****************************

• Initial Complaint

  05/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Took my dad to the cancer center in ********** 5/2/23. He has stage 4 lung cancer with brain metastasis. I checked him in while he used the restroom, he came out didn't know where he was or where to go. The receptionist tried to point him in the right direction but he wasn't understanding. I went to ****** him to the waiting area and I heard her LAUGHING at my dad. I said "I don't think that's funny." If you can't handle confused cancer patients, don't work at the cancer center!

  Business response

  05/03/2023

  Good morning. We will open a report to our Patient Experience team and have someone reach out as soon as possible. Thank you.

• Initial Complaint

  04/18/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  ********************************************* in ******* has sent me ***************** for my ER visit. They charged me $10K for the visit. I compared all the *** codes with fair health consumer website for ER and this hospital has charged me way over. Please take a look at the attachment with price comparison with fair health consumer and what they charged **** also tried calling billing department for the explanation of the charges they refused and don't provide any discount on the bill. I asked about water during my stay there serval times nurse said doctor will come but doctor never came and I was discharged same day. Please look at attachment they charge so much for an ultrasound.

  Business response

  05/01/2023

  Thank you for sharing. We will respond directly to the complainant.  

• Initial Complaint

  04/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had been seeing ************************************ for treatment for several years. I stopped seeing him as the treatment wasnt working. In February 2023, I received a bill for services rendered in September of 2021. #1 - why am I getting billed a year and a half later?#2- Ive called 3 times, no one can seem to explain what the visit was for #3 - what other bills am I going to be subjected to that no one can prove the validity of? #4 - I dont have the same insurance policy at this time I couldnt tell you what my insurance was at the time of the visit I pay an insane amount in health insurance every month - now I have to deal with fraudulent billing too?

  Business response

  04/17/2023

  Thank you for sending. For privacy reasons we will reach out to the patient direclty. 

• Initial Complaint

  03/27/2023

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  I received care from *************** hospital in ********** on May 1, 2018 because I was fainting and pregnant. I had travel insurance and out-of-state ********* Not knowing whether the ******** would work, I listed the travel insurance as my primary, but later realized that was a mistake. I corrected it 5 or 6 times, and I even saw a doctor to assist with the claim. But to this day, EE has not changed my insurance in their system. They sent my bill to collections, and they say they have no record of me ever calling. I have called over 30 times in the last 5 years with no help, and now my credit is being negatively affected. I have asked for a copy of my medical records and billing summary multiple times, but I have never received it.This is horrible customer service, and their damage to my credit score as a result of their incompetence has cost me $1000s in interest.

  Business response

  03/28/2023

  Thank you for contacting us regarding this concern. To protect the privacy of all our patients, we do not respond directly on this website. To better assist our patients, we will respond directly to them. 

  Customer response

  03/28/2023

   
  Complaint: 19859498
  
  I am rejecting this response because: there is no substantive response or acknowledgement of what took place.
  
  Sincerely,
  
  ********************

• Initial Complaint

  03/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been on an automatic payment plan with *****************************. Jan 17, 2023 was my last payment.Due to my credit card being lost at the store, I needed to get a replacement. On Feb 22nd, two business days after the due date of Feb 17th, they sent my plan to collections. They also have doctors in the ** that are not included in their MyChart. They do not inform you of this before or after ** visits. The doctors do not send bills and since I have no way to know about this bill, it gets sent to collections. They also work with third parties that also do not send bills. Some of them are as little as ***** dollars and they also go to collections. If there was even a disclaimer on their MyChart billing with contact information of the doctors and third parties, it would allow me to pay.********************* is behaving unethically by not making it clear to the patient that there will be bills coming from other sources and payment plans to collections.

  Business response

  03/01/2023

  We will reach out to the patient.  Thank you

• Initial Complaint

  11/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On October 5, 2021. I took Cortisol, Saliva for analysis at Edward-Elmhurst Health (Lab) located at **********************************************. The receptionist in check in told me that my insurance ********** covers the cost of that analysis. After a few days, I received the first bill of $786.00 that I need to pay for that analysis, even though I had a letter from our governor ******** that I was exempt from paying any medical bills. After several conversations between ******** ******** officials , my bill was reduced to $463.95. Billing department # is: *****************. Because I believed Edward-Elmhurst Health was acting illegally, I contacted attorney *********************** at Prairie ******************** Her phone # is: *************************. She called billing department many, many times, sent letters via e-mail, and fax that it was illegal from them to charge me $463.95 and they have obligation refund this amount. Edward-Elmhurst Health harassed me on the phone several times a day, until I made the last payment on July 12., 2022. So, for 9 full months, I endured daily harassment from them. Attorney *********************** has demanded countless times from them to refund the illegally taken money of $463.95 , but they constantly ignore her and do not refund my money. Today is November 29., 2022. and I didnt get my money back, still. May you help me get my money back? Thank you.

  Business response

  11/30/2022

  The balance of $463.95 was for lab work the patient presented for on 3/8/2022. At the time of registration, as is required by ********* the patient was presented with the ******** Advance beneficiary notice of non-coverage advising her that ******** will not pay for the zinc plasma or Serum, or the Selenium Serum. It advises her that the cost of these tests is $142.00 and $318.00 respectively. The patient checked off option one, which advises that she has been notified of this and still chooses to have the tests. The patient did attempt to cross off the portion that advises she is responsible for the uncovered amounts however that does not absolve a patient from having to pay, The patient does have ******** ******** as a secondary insurance however ******** does not pay for anything that is not covered by ******** and therefore allows for balance billing the patient for balances such as these. 

  These tests were billed to both ******** and ******** and denied as we advised the patient they would be. The patient is responsible for this balance and did set up a payment arrangement and has since paid in full. A refund will not be issued to the patient. For the patients' records, I have attached a copy of the Signed ABN agreement. 

  Sincerely,

  Northshore/Edward-Elmhurst Health. 

*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. ↩