Business Profile

Health Care

Advocate Health Care

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Complaints

This profile includes complaints for Advocate Health Care's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

84 total complaints in the last 3 years.
26 complaints closed in the last 12 months.

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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:03/27/2025
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.
On 02/25/2025 I had an upper GI completed by Aurora Health Care. I received an invoice that was saying the procedure was $16221.73 before insurance. This is not the first time I had the procedure and have done my research about the cost of this outpatient surgery. I tried to dispute saying that I think I was being double charged and they sent a letter saying it was fine. I called on 03/24/2025 to get a further explanation and was not offered much help and was told it was correct. I asked for an itemized bill. On 03/27/2025 this is when I was notified my bill was updated and I looked and was being charged even more. It went from $16,221.73 to $22,471.73 before insurance. I called again because on their portal it is showing that the upper GI was being billed again. They are claiming the service is separate from the doctor and any device/machine used. I am confused how they are charging so much for a procedure that did not cost this much (at a different organization and that was around $4000 - $5000 with everything) that I only had 4 years ago. I believe they are overcharging patients and are not very helpful. They have also been very difficult to work with. I tried to make a compliant on their website about this and other issues and they do not have a formal complaint on their website and it is listed to contact the manager at the clinic/hospital. **************************************************************************************************
Business Response
Date: 04/11/2025
Hello,
Thank you for the opportunity to review this concern. We reached out to Ms. ********* via email with no response as of today.
Patient Billing Contact Center Manager
Initial Complaint
Date:03/07/2025
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.
On 8-23-24, I went to the emergency **** at ********************** Hosp. for swelling in my right foot. The admitting Nurse place an IV in my right arm and sent me to a waiting room. Waiting for the doctor, two nurses came into my room. I was told that the hospital required two IVs. They wanted to place a second IV in my left arm. I question the procedure but was told hospital policy. The nurse assigned to insert the IV had great difficult. She was not able to insert and there great pain was. The other head nurse had to insert the second IV. Again, I was told that this was hospital policy for two IVs . Questioning everything, I waited to see my final bill from the hospital for the treatment received. Upon getting my bill, I noticed immediately that the second IV was not listed. Also. I requested my complete medical records and again there was no reference to the second IV. Over the last five months, I have requested a correct billing and my medical records to be updated to show the second IV. To date, the hospital has refused (declined) to update the billing and my medical records to accurately document my full medical treatment and need for the second IV.Because of hospital unwillingness to correct my medical records, I feel that the hospital is not being honest and upfront about the use of the second IV. If this was hospital policy, as I was told, the hospital should have no problem correcting the billing and my medical records. Help me find the truth to what happen to me in the emergency room that Saturday evening. Advocate Good Shepherd will not go on the record to tell the truth! I have written many letters and have worked with their customer satisfaction team. Yet, I can't get the bill corrected to show two IVs and get my medical records to show the justification and need for the second IV. I am compelled to raise the question was this some kind of experimental study (research project) that the hospital does not want recorded in billing or my medical records.
Business Response
Date: 03/07/2025
Hello,
Thank you for the opportunity to review your concerns. After reviewing this in detail with our Patient Relations team, we consider this case closed.
Illinois Patient Billing Contact Center Manager
Initial Complaint
Date:03/06/2025
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.
I had been experiencing ******************* for two to three months, ranging from sharp pain in my underarm to tingling in my hand and fingers. Concerned, I scheduled an appointment with my primary care physician.When I contacted Advocate Health Care, I explained my symptoms to the receptionist, who transferred me to a nurse. After consulting a colleague, the nurse strongly urged me to go to the emergency room. Skepticalsince I had been managing the pain for months and knew ** visits were costly even with insuranceI asked if urgent care was a better option. The nurse insisted on the **.Reluctantly, I went. Upon arrival, I asked the receptionist if my insurance would fully cover the visit. I had previously been billed unexpectedly when a hospital accepted my insurance, but the treating physician did not. To avoid this, I tried ensuring both the facility and doctor were in-network.I waited four to five hours in the ** but received only about 20 minutes of care. A physician even asked, Why are you here? upon realizing my condition wasnt life-threatening. I explained I was following the nurses advice. In the end, I was referred to physical therapy and discharged.I attended two physical therapy sessions, confirming each time that my insurance would cover them. The therapist checked and said yes. Yet, after my second session, I received a $995.44 bill for uncovered ** and therapy costs.I contacted Advocate Health Care, frustrated by what I see as an unfair outcome. I had planned to see my primary care physician and tried to avoid costly services, but I was steered toward expensive treatments that left me with unaffordable charges.
Business Response
Date: 03/18/2025
Hello,
Thank you for the opportunity to review this concern. We were able to connect with the patient and provide additional details regarding his complaint.
Illinois Patient Billing Contact Center Manager
Customer Answer
Date: 03/23/2025

Complaint: 23027745

Thank you for reviewing my complaint and for the phone conversation we had. However, the businesss response does not adequately address my concerns or resolve the issue of the $995 I now owe.
Unwarranted Recommendation to Visit the Emergency Room
- I only went to the ** because a nurse at the practice strongly recommended it, despite my expressing hesitation and noting that my symptomsthough painfulhad persisted for months, indicating a non-emergency situation.
- I specifically asked whether urgent care or simply waiting for an appointment with my primary care physician would be more appropriate, considering how long I had been experiencing the pain. However, I was still advised to visit the emergency room, which ultimately led to high costs.
Financial Burden
- During our phone conversation, a representative mentioned a possible reduction of the outstanding balance. Unfortunately, I have not received any follow-up or clarification on whether this reduction will indeed occur.
- The business maintains that it was my choice to go to the **; however, I was only following the advice of its healthcare professional. I initially sought a more cost-effective option, but their recommendation overrode that plan.
Ongoing Dispute
- I am frustrated because I sought guidance in good faith, was directed toward emergency services, and ended up with a $995 bill after insurancean amount I cannot afford.
- This outcome seems unfair given that I was trying to avoid the exact scenario I now find myself in. I believe I should not be penalized for following the medical advice provided to me by the businesss staff.
Good Faith ****** to Resolve
- I want to stress that my intent is not to create conflict or be perceived as a difficult patient. I am simply looking for a fair resolution that acknowledges the role the nurses advice played in incurring these additional costs.
- I ask that the business follow through on exploring a reasonable balance reduction or propose another equitable solution.
In light of these points, I respectfully request a more satisfactory resolution. Thank you for your continued attention to this matter.

Sincerely,
***** ******
Business Response
Date: 04/01/2025
Hello,
We worked with the patient directly to address his concerns. Thank you for the opportunity to review.
Illinois Patient Billing Contact Center Manager

Customer Answer
Date: 04/06/2025

Complaint: 23027745

I am rejecting the businesss response at this time because no resolution has occurred yet. However, I have since spoken with the business directly, and they have indicated that a billing adjustment is in progress. I remain hopeful that a resolution will be finalized soon. I am submitting this rejection now only to ensure I do not miss the deadline to respond.

Sincerely,

***** ******
Business Response
Date: 04/16/2025
Hello,
We have been in contact with Mr. ************* Currently, we are waiting for additional information from the patient.
Illinois Patient Billing Contact Center Manager
Customer Answer
Date: 04/21/2025

Complaint: 23027745
Thank you for the update. I must reject the businesss response for the following reasons:
1) No request for additional information has been made.
The business states it is waiting for additional information from the patient, yet I have never been told what information is needed. During my last phone conversation, a billing representative told me her supervisor had determined no adjustment would be made, but that she would follow up with the nursing department (that had offered an apology to me on a separate call). I have received no further communication since that call with the billing department.
2) The business already possesses all pertinent information.
The practice has its own records of my emergency-room visit, the two physical-therapy sessions, the recorded phone call between the nurse and me, and all billing details. I have provided the same accountdates, services received, and amounts billedmultiple times: to the nurse, to billing, and again in this BBB complaint.
Because I was denied the opportunity to schedule an appointment with my primary-care physician and was instead directed by the practices nurse to the *** I incurred a $995 balance that my insurance did not cover. I therefore request either (a) a written explanation of why the nurses advice is not considered an error, or (b) a good-faith reduction or waiver of the outstanding balance.
If specific documentation is genuinely required, please send a clear, written request detailing exactly what is needed. Until the business either clarifies its request or offers a substantive resolution, I cannot consider this matter resolved.
Thank you for your continued attention.
Sincerely,
David ******
Business Response
Date: 04/22/2025
Hello,
Multiple departments have investigated your concerns. We have communicated the outcome to you. You offered to provide the name of the person you spoke to; we have not received it to date. We have closed this case on our end.
Illinois Patient Billing Contact Center Manager

Customer Answer
Date: 04/28/2025

Complaint: 23027745

I am rejecting this response because:
Thank you for your latest update. I would like to respectfully clarify several points regarding my case.
First, regarding the names of the individuals involved: the Patient Relations Specialist I spoke with is ****** (Phone: ************). The Clinical Nurse Supervisor I later spoke with is ****** at Advocate Medical Group on ***************** (Phone: ************). ****** was not the nurse who originally advised me to visit the emergency room; rather, she spoke with me after I filed my complaint, apologized for my experience, and explained that my call had initially been handled by a substitute nurse.
Additionally, I would like to highlight that my insurance, Blue Shield of California, has already paid $7,432 toward my care, covering approximately 88% of the total $8,427 billed. Despite this substantial payment, Advocate is still requesting the full remaining balance of $995, even though I only visited the emergency room after following advice given by your staff when I was actively seeking a lower-cost option. I believe this context is critical when assessing the fairness of insisting on full payment.
While I have appreciated the care Ive received from Advocate in the past, I am disappointed with how this situation has been handled. If Advocate maintains its position and requires full payment without acknowledging the role its staff played in steering me toward higher-cost services, I will make the payment promptly. However, I will have no choice but to transfer my care along with my Blue Shield of California coverage to another provider for all future medical needs. I remain hopeful that Advocate will reconsider its position and offer a resolution that fairly reflects the circumstances. Thank you again for your time and attention.
Sincerely,
***** ******
Initial Complaint
Date:02/18/2025
Type:Service or Repair 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 felt it would be best to file a complaint after speaking with **** ******* with Condell Medical Center which I did the following morning, 01-07-2025. As a result when showing up for my *** Scan ordered by my doctor ********* ********* the following Monday 01-10-2025 at 9:00 a.m. I received a call from an individual as I was being taken to the *** Scan room by a '*****' who neither identified himself or told me the reason he was calling other than to say he had a '*******' on the line and another woman whose name I do not recall neither saying one word during the entire conversation. I explained to '*****' my concerns with both ******* ******* and **** ******* never having missed an appointment after being told by ****** ***** and **** ******* to take two weeks off after being diagnosed with pneumonia. '*******' response was simply since the physical therapy department spoke to you on the fifteenth you can no longer return to physical therapy. I informed ***** no one has ever talked to me about anything whatsoever other than positive things and physical therapy. I asked '*****' who I still do not know who he is who supposedly talked to me on the fifteenth which he refused to tell me. I asked him who in fact he was which he also refused to tell me in addition to asking to speak to his supervisor which he also refused and hung up. I went into a room directly across from the *** Scan room to finish my call with '*****' for about two minutes. Immediately when walking out of the room there was a rather large man standing there who asked me what I was doing. I told him very politely I needed to finish a call I received a few minutes ago. He said what are you doing here. I said I'm here for a test and if he would be so kind as to tell me why he os asking me all of these questions where he got upset and said '*****, I know why you're here'. I asked him his name and he said he was ****** Imaging supervisor. I asked why he followed me and lied to me he refused to answer.
Business Response
Date: 02/20/2025
Hello,
Mr. *********** concerns were previously responded to by our **************************** at Condell. Thank you for the opportunity to review the complaint.
Illinois Patient Billing Contact Center Manager
Initial Complaint
Date:02/18/2025
Type:Service or Repair 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 had a shoulder surgery by my doctor ***** ***** and was asked to go to physical therapy which I did along with doctor ****** ********* asking me to see a physical therapist concerning a head injury I also suffered. I went to the physical therapy department at Condell Medical Center ***********************************************************************************************************, an Atrium facility. I had a very pleasant experience seeing both **** and ****** ***** for several months without incident. I have been asked for MRI's possibly close to thirty along with blood work and imaging over the years also without incident. I have in my best guess been to the hospital roughly two hundred times including physical therapy and being admitted for several days a number of years ago on one occasion also without incident. I have gotten to know everyone very well in many departments many of whom know me by name. I was asked to have physical therapy by my doctor ***** ******* after a second surgery on the same shoulder in November going to Condell Medical Center's physical therapy recently also without incident seeing ******* ******* and **** *******. A matter occurred where I asked Ms. ******* to upload my driver's license when seeing her for physical therapy giving her a healthy cookbook in return which she seemed surprised about. I mentioned to her I have given ****** ***** several cookbooks and wine along with a cookbook to **** and most recently a front desk employee ******** wine for the holidays making her feel more comfortable. I continued seeing **** several more times for physical therapy until receiving a call from him in the evening I thought was strange on 01-06-2025. I had told him I had not missed or been late for any appointments after he told me I had missed three and what happened to me this morning. I told **** I called this morning a 7:00 a.m. to cancel my appointment where he said he was never told by the front desk receptionist. I asked **** 'what dates' I supposedly missed which he refused.
Business Response
Date: 02/20/2025
Hello,
Mr. *********** concerns have been previously addressed by our **************************** at Condell. Thank you for the opportunity to review.
Illinois Patient Billing Contact Center Manager
Business Response
Date: 02/20/2025
Hello,
Mr. *********** concerns have been previously addressed by our **************************** at Condell. Thank you for the opportunity to review.
Illinois Patient Billing Contact Center Manager
Initial Complaint
Date:02/17/2025
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.
We went to the clinic at ********************************************* in thru the advocate app at 12 pm and check in at the receptionist area. The problem the receptionist did not complete the check-in i went to front desk at 1:30 and was **** as a no show and will be charge a fee. I was there at 12 pm and my appointment was at 1 pm.
Business Response
Date: 02/20/2025
Hello,

Thank you for the opportunity to review this concern. I was able to work directly with the office leadership team and we were able to discuss the complaint with the family. They agreed that it has been addressed satisfactorily.

Illinois Patient Billing Contact Center Manager
Customer Answer
Date: 02/20/2025

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:02/12/2025
Type:Service or Repair 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 had an appointment scheduled with a physician for over a year. It was scheduled at the beginning of 2024 during my last visit. I received a call in Feb ******************************************************************* March 2025 and has to cancel my appointment without giving me an option to reschedule until March 2026. Im astounded by this unprofessional behavior considering they were the ones to cancel my appointment and are not willing to offer any alternatives. Not to mention, this can have adverse effects on my health.
Business Response
Date: 02/17/2025
Hello,
I was able to work with the office manager and we were able to accommodate the request. Thank you for the opportunity to review this concern.
Illinois Patient Billing Contact Center Manager
Customer Answer
Date: 02/17/2025

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:01/20/2025
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.
Hello, I had went in for my annual physical checkup. As part of that they took some basic labs. The whole point of this visit was that we are entitled a free annual physical. I was later charged $58.49 for these labs. If I was told I was going to be charged for these I never would have had them performed. I am otherwise healthy and not overly necessary. I believe this was a deceitful practice rather than be able to state upfront of what they pricing would be. They had my insurance information so should have been able to understand what is/isn't covered.
Business Response
Date: 01/24/2025
Hello,
Thank you for the opportunity to review this concern. We are working with the patient directly for a resolution.
Illinois Patient Billing Contact Center Manager
Initial Complaint
Date:01/09/2025
Type:Product 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.
*6-12-2024- Prostate Biopsy was performed -I was asked to pay $269.82 (Mastercard) up front so I did. *11-20-2024- Received bill from Advocate Health Care for $2,539.01. We called our insurance provider, ***** @ ************** who said they never received this bill. After investigating, they told us we owe nothing out of pocket since our out-of-pocket costs were maximized/met on 6-12-2004 (with the final $141.02 the day of the biopsy). When we told them we had paid $269.82 that day(6-12-2024) at ******* Hospital, Aetna subtracted $269.82-$141.02=$128.80. They told us this is what Advocate Health Care owes US. *We called Advocate @************** on... 12/6(******/********), ..12/20(*****), and..... 1/3/2025(*****)..all **** put us on numerous holds and said they were passing it on the ************* We have asked for a call back and received NONE. No action has taken place. We are waiting for a check for $128.80.
Business Response
Date: 01/13/2025
Hello,
We were able to resolve the issue. The patient was pleased with the outcome. Thank you for the opportunity to review his concern.
Illinois Patient Billing Contact Center Manager
Initial Complaint
Date:12/12/2024
Type:Product 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.
Policy # All State Benefits - 55ER560241 What I need to close this complaint is the following: For me to obtain my disability benefits through All State Benefits, I must have a completed and faxed Physician form on or before 12/13/2024. The form has not been sent correctly as of 12/12/2024. Only half of the required documentation has been completed, causing immense hardship for me; as I was injured and this form was faxed twice by ***** (in the disability department of Advocate Health Care) on December 3rd and December 10th, these forms were not correctly sent, according to All State Benefits. As a result of ******* negligence, I am unable to receive the short-term disability benefits I require. My request to Advocate Healthcare is to fax the CORRECT and COMPLETE Physician's Form; without this form, the disability claim cannot proceed. It appears the COMPLETED Physician's form has not been faxed on December 3rd and December 10th. Please have someone, other than *****, from your office fax this form and reply to this complaint as soon as possible. The fax number is ************. I need this completed before 12/13/2024 I will be forced to file a complaint with the Illinois Department of Public Health and the **************** if this action is not taken, and if I do not receive a response from someone. I will take any action necessary, available to me, to ensure that my health information is accurately sent to the ************************ I look forward to an expedient resolution.
Business Response
Date: 12/16/2024
Hello,
We have taken care of this. Thank you for the opportunity to review this concern.
Illinois Patient Billing Contact Center Manager

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