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:03/15/2024
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 went for my annual wellness visit for ******** in January 2024. My normal physican had originally scheduled the visit for December, she was on leave so an alternate physican took the visit. On February 5th, 2024 I had my feet checked and chose a pair of diabetic shoes which ******** covers once annually. My foot doctor has told me he has faxed the paperwork six times and either the proper physican hasn't signed the paperwork or it has bee filled out wrong, even with highlighting and explicit instructions. Advocate is threateningvaction if I don't pay my deductible from the January. From past experiences, I withhold payments until services are completed. No one at Good ******* orvAdvocate seem to care enough to properly fill out, properly sign, and properly return the socuments to my foot doctor. As a 70 year old man, I find this behavior abusive, and unacceptable.
Business Response
Date: 03/27/2024
Hello,
Thank you for the opportunity to review this concern. We worked directly with the patient and resolved the concern.
Illinois Patient Billing Contact Center Manager

Customer Answer
Date: 03/27/2024

Better Business Bureau:
While the business did address the complaint after it was filed, ******** guidelines are the responsibility of the business to maintain compliance WITHOUT REQUIRING BBB INTERVENTION. Any further issues regarding this problem, which has now occurred two years running, will be reported to the Illinois ********** of ************ Regulation immediately. This wiil happen without further BBB notice.
This is the businesses opportunity to resolve an internal ******** compliance issue without a medical board investigation. Resolve this problem before the next incident happens.
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:03/12/2024
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 entered ************ center in ********* in August, was then referred to ***************** in Sept for an MRI. I then had a few follow up appts at the ************ center. Paid over $300 on a balance the last time there. Paid another invoice for $261 in early Feb. ****** sent me to collection for a bill that is very confusing, I had multiple invoices for multiple visits in order to determine whether I needed surgery between August and December. My insurance company was expected to pick up most of this outstanding balance- They sent me to collection in January, for a bill I thought was being worked out with my health insurance provider. The law states they must wait 120 after the last date of service related before resorting to collection. This was done less than 45 days after the last visit with the surgeon at ************. I have called the company repeatedly to have them invoice me so I can pay the invoice- but instead they refuse. Well, I refuse to give my personal or financial account information to a collection agency- perhaps if you followed the laws, we wouldn't be in this situation. I have called now 7 times to get an invoice, and 5 of the 7 times their staff hung up on me. Incredibly disrespectful.
Business Response
Date: 03/21/2024
Hello,
Thank you for the opportunity to review this concern. We are working directly with ******************.
Manager, Patient Billing Contact Center, Advocate Health

Customer Answer
Date: 03/23/2024

Complaint: 21423446

I am rejecting this response because:
I paid another sum of $300 directly to their affiliated Sinai Hospital ***************** in December- the desk person said I had outstanding balance- that I was unaware of but paid the amount requested. I was in process with more ongoing visits related to this same medical issue. The person at the desk at **************************, which is inside ************, took the payment stating I had a past due balance, but said that the invoice appears to be under insurance review. ****** jumped the gun and went right to collections with not a call or anything.
All I have asked for is to pay whatever the remaining balance is directly to the provider- as I don't feel comfortable giving my personal financial account information to a collections agency with shady staff members.

Sincerely,

***********************
Business Response
Date: 03/27/2024
Hello,
We sent an email to both email addresses with our response to your complaint. Thank you for the opportunity to review your concern.
Patient Billing Contact Center Manager
Initial Complaint
Date:02/27/2024
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.
The billing department continues to submit the wrong codes to my insurance company, and expect me to 1.) pay the incorrect co-pay 2.) fix their issue. For example, with my insurance, I get an annual wellness visit with no co-pay. The billing department routinely submits this as a regular consultation visit. Also, they tried to charge me (and my insurance) for a specialist doctor visit when I actually had an evisit with a nurse. They sent acknowledgement of their error, but then tried to resubmit the same codes a second time, even after the correspondence in which they acknowledged the error.
Business Response
Date: 03/08/2024
Hello,
Thank you for the opportunity to review this concern. We are working directly with ************** towards a resolution.
Illinois Patient Billing Contact Center Manager
Initial Complaint
Date:02/20/2024
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.
My issue ia a cataract **** done on my right eye. Dr. *** both but only have issue with the right eye. Dr.*************** told me I was a perfect candidate for the panoramic lenses but in addition to surgery I had to pay ******* out of my pocket before the surgery. I followed through and he said all was good. I had trouble from the start seeing clearly which is what he promised.Two more follow *** reflected the same.They could see from my vision results it was not what it should have been.********** keeps telling me it would clear up. The surgery was in Oct.2 weeks ago I called again and left a detailed message that the issues were the same. No response.I also called my insurance company.
Business Response
Date: 03/07/2024
Hello,
We have forwarded your concern to the appropriate department. Please allow them time to review.
Illinois Patient Billing Contact Center Manager
Initial Complaint
Date:02/10/2024
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.
On 8/23/23 my son was treated at Advocate ************** **** W Fabyan ******* by *******************. My insurance has a $25 copay but i was billed $50. I need a $25 refund for the wrong billing amount. My wife and I tried resolving it but they would not correct the error. I was told that they reviewed the case and that was the correct amount.
Business Response
Date: 02/19/2024
Hello,
Thank you for the opportunity to review this concern. We have left several voicemails asking for a call back to discuss further.
Illinois Patient Billing Contact Center Manager
Customer Answer
Date: 02/19/2024

Complaint: 21274494

I am rejecting this response because:
I filed a complaint and the company called me to discuss it. Should I call them back? They were not helpful before but I file a complaint and now they will? In the voicemails she left there was no indication of remorse or apology or statement saying that they have a resolution. The message from the BBB after submitting the claim was, no action is needed from you, we will contact you.

Sincerely,

***********************
Business Response
Date: 02/20/2024
Hello,
We contacted your insurance company to verify they allocated the correct copayment amount to your responsibility. UHC confirmed Your copayment of $50 for this service. If you are disputing your copayment amount based on the contract you have with UHC, we recommend calling UHC and filing an appeal. Please let us know if we can be of further assistance.
Illinois Patient Billing Contact Center Manager
Customer Answer
Date: 02/20/2024

Complaint: 21274494

I am rejecting this response because:
I have called UHC and they said the claim needs to be resubmitted with the correct code number so they can reprocess the claim.
Sincerely,

***********************
Business Response
Date: 02/20/2024
Hello
Per UHC, your insurance, you have a $50 copay for any provider that is not your primary care provider. If you are disputing the copay, you will need to contact UHC.
Ilinois Patient Billing Contact Center Manager
Initial Complaint
Date:02/07/2024
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 visited the emergency room on August 8, 2023 at 7 pm and sat in the emergency room until 2am August 9, 2023 without being seen. I took an Uber home because I wasn't seen by a physician MD nor DO.Emerg in visit at Advocate Christ submitted fraudulent charges for performing the following:CBC/with differ Partial thromboplastin time Prothrombin time Metabolic panel Venipuncture Totalling $475.00 No one drew ***** from me to run these tests.Simple fix for this is to show the results of these bogus tests.I'm disturbed by such blatant fraud being committed by a reputable health institution.My account # for this charge is *********
Business Response
Date: 02/08/2024
Hello,
We worked with our Patient Relations team at the hospital to review your concern and we are sending a response letter today via **** with the outcome of our investigation.
Illinois Patient Billing Contact Center Manager
Customer Answer
Date: 02/20/2024

Complaint: 21260023

I am rejecting this response because:

I am not responsible for a test I did not ask for, cannot order without a doctor's ****** and was was not advised by a physician of.needing this
to treat me. More impressive is that I wasn't even seen by a physician to advise me and to provide a recommendation on my issue.

Yes...I want this complain reopened because I am not responsible for a $475.00 charge for something I couldn't walkin from he street and ask for and nor did I see a physician to advise me to have this test that would be needed in their approach to treat me .

Thank you,

****************************;

Business Response
Date: 02/21/2024
Hello,
We spoke to the consumer again today. Unfortunately, she was not happy with the outcome of our call.
Illinois Patient Billing Contact Center Manager
Initial Complaint
Date:01/23/2024
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 a doctor's **** with the pain doctor at ********************** South Suburban Hospital on 11-1-23, with **********************. The doctors visit was all of maybe 5 or 10 mins no examine just that he couldn't help me and gave me referral to see someone else. I receive a bill from the above doctor. ********************** South Suburban Hospital also sent me a bill stating procedure treatment. The hospital did not provide any services to me on this date. The doctor I saw at this hospital works out of this hospital, I'm not going to be billed for his renting space where he works. The hospital did not render any services to me whatsoever on the above date. it seems like thethis hospital thinks they should charge you just for walking into their facility without providing treatment.
Business Response
Date: 01/24/2024
Hello,
Thank you for the opportunity to review this concern. We have contacted the patient and addressed her concerns.
Illinois Patient Billing Contact Manager
Customer Answer
Date: 01/25/2024

Complaint: 21188821

I am rejecting this response because: I spoke with a representative from Advocate billing. Nothing got resolved. The representative told me that the doctor I saw works out of their facility in which he should adhere to all hospital rules and regulations. That's my understanding, but the representative wants to tell me because he's not one of their in-house doctor's he is supposed to inform his patients that when we have an appointment with him , the hospital is also going to charge us also. Totally ridiculous the hospital has signs all over the place about mask , co-pays , patient responsibility, etc. But nothing about this charge a facility fee? So if doctors who have outpatient office doesn't follow hospital rules and regulations, shouldn't that doctor be not allowed to work there? If I saw a sign or was notified of this I guarantee you I would have went elsewhere. I was already billed for a doctors visit and now the hospital wants to bill me a facility charge ridiculous. Patient aren't bound to pay the doctor's rent for having his office in the hospital. It is the responsibility of the hospital or doctor's to inform patients before any services are rendered of the charges period. This is seriously a problem and over reach of a money grab with this hospital. The doctor should be paying his own rent to work out of this hospital not the hospital billing the patients for this.

Sincerely,

*************************
Business Response
Date: 01/25/2024
Hello
I am sorry to hear our response was rejected. Included in the process are documents that are reviewed and signed by the patient stating the hospital bill does not include the physician bill, there will be separate charges. Services were rendered in a department of the hospital.
Illinois Patient Contact Billing Center Manager
Customer Answer
Date: 01/25/2024

Complaint: 21188821

I am rejecting this response because: I never signed of was informed of no such thing. I had previously seen this same physician before in 2020. I was never charge a separate bill from the hospital. The representative stating to me that cms changed some policies on them billing patients for seeing outpatient physician, but stated the physician should have made me aware. Sort of passing the buck. This if it's true should have been posted and made aware to anyone seeking treatment in there facilities IT WAS NOT COMMUNICATED TO ME, NOR was it posted.

Sincerely,

*************************
Business Response
Date: 01/25/2024
Hello,
As part of a patient's precheck in, electronic forms are sent for the patient's review and signature. **** of the forms is a consent for hospital treatment that was signed. Many physicians have transitioned into providing services in a hospital outpatient department.
Illinois Patient Billing Contact Center Manager
Customer Answer
Date: 01/25/2024

Complaint: 21188821

I am rejecting this response because: I've seen this physician 5 times in 2020 the only time I received a bill from the hospital is when I had a procedure performed other than that I was billed only for a doctor's visit. I checked in the same way then that I did on Nov of 2023. That check in is only to verify your insurance and your patient info. I wouldn't be filing a complaint if I was aware of this money grab ridiculous charge they are not making patients aware of and padding and lining their pockets at the expenses of patients. The same way they were doing during the pandemic your mask wasn't good enough to enter their facilities. People came in this hospital some with their own mask some with n95 mask. But you had their staff standing at the entrance demanding that you take a surgical mask which was not safer than the mask patients had on and was made to wear a surgical mask that they were passing out. So I'm assuming they were showing a need for more supplies from the government shame, shame.

Sincerely,

*************************
Business Response
Date: 01/26/2024
Hello,
We have provided the explanation of the charge both verbally and written through this portal. I'm sorry that you are unhappy about your balance.
Illinois Patient Billing Contact Center Manager
Customer Answer
Date: 01/26/2024

Complaint: 21188821

I am rejecting this response because: They have only verbally talked about it because I contacted the BBB. They have not in writing provided anything about this charge. They basically ghost the patient with these charges without any information until you question them about it. No prior information they just send you a bill for payment. Moving forward I will not be paying this bill at all. They the hospital need to communicate better about charges for anything related to In patient or out patient charges regardless if the doctor is a in-house or contracted doctor that works out of their facility. I'm sure they know if patients were aware of these charges they would go elsewhere and the hospital definitely wouldn't be making extra money billing the patients for service the hospital didn't render. They have to do better moving forward and stop ghosting patients with these charges. These hospital bills are high enough and no one needs to be taken advantage of with been charged hidden fees. The government definitely needs to regulate the health care system and health insurance has become a serious money grab. They honestly don't care about the patients health that's for sure.

Sincerely,

*************************
Business Response
Date: 01/26/2024
Hello,
Advocate presented you with a financial responsibility form that you signed prior to your services stating there is a hospital charge for services. I cannot speak of why your private physician did not notify you of the hospital charge. Advocate Health also does provide cost estimates for services pre-service. The phone number is ************ and choose the estimate option to obtain a cost estimate for services.
Illinois Patient Billing Contact Center Manager
Initial Complaint
Date:01/04/2024
Type:Customer Service 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 experienced the worst customer care from ********************** South Holland Ever! I have been a patient around 20 years and ******************** has been my son's primary physician since he was born. There was an issue with the completion of my son's FMLA paperwork and Margatella(FMLA specialist) called to speak to me. As if it wasn't frustrating enough that the office lost my son's paperwork and he was denied FMLA because the paperwork had expired, ********** had the worst customer service/patient care. ********** called my phone and asked me "******************** said you ***** to talk to me, what is it you need from me". I replied to her that my son needs his paperwork completed and we have been constantly calling. She nastily replied " ******************** is not going to fill out that section until your son sees the therapist." I explained to her that my son cannot get to the therapist until his form is completed because the company will not approve the. time. I further explained to her that I am a MGR at the same company and the form does not allow for 2 different doctors to fill out the form. She argued back and forth with me then said "Since you a manager there , you manager right? Read your form again and you will see that ******************** cannot fill out that portion." At that point I was livid because she was speaking to me in such a demeaning and condescending tone. I told ********** that she was at work and her comment and tone were unprofessional. She replied "I'm giving you the same energy that you brought." I replied to her again "your are at work!" She continued to go back and forth with me and even stated "We do not have to keep you as a patient!" At that point, I decided I would no longer be a patient at advocate.Me and my 3 children were all patients at advocate, but I am now seeking new primary care physicians for all of us.
Business Response
Date: 01/04/2024
Hello,
I am sorry to hear about your experience at one of our physician offices. I have forwarded your concerns to the appropriate team to address them. They will be contacting you shortly.
Illinois Patient Billing Contact Center Manager
Initial Complaint
Date:12/28/2023
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.
Meds and discharge
Initial Complaint
Date:12/19/2023
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 have been trying to get medication for my migraines for 2 months. I have contacted my pharmacy, my insurance and doctors office multiple times in regards to why the medication is on hold at the pharmacy. I was told a ** is required. Spoke to a representative and was told multiple times that the ** was sent over. I called and spoke with insurance and pharmacy and was told they have no record of ** being sent over. Also had insurance fax form over to doctors office and still nothing! No response. Initial office visit was 10/31/23 it is now 12/19/23. I need my medication as I have missed or had to leave work early due to not having proper medication to help my migraines
Business Response
Date: 12/19/2023
Hello,
We worked today with the patient to resolve her concern. Thank you for the opportunity to review.
Illinois Patient Billing Contact Center Manager

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Advocate Health Care is NOT a BBB Accredited Business.