Business Profile

Health Care

Advocate Health Care

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Health Care.

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.

If you've experienced an issue

Submit a Complaint

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:03/01/2023
Type:Billing Issues
Status:
UnansweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have recently received two letters from two different creditors regarding outstanding medical bills. I have ******** and ********* therefore I have never had to pay out-of-pocket as I don't have the means to do so. So I was shocked to receive these two letters.The first letter is from ************************* *** for a bill of ****** for an ER visit on 04/29/22. On 08/30/22, that **** appeared as a 0 balance due. I looked at a different bill sent on January 2023 and it shows that ******** was not billed and the 0 balanced now appeared as a ****** balance. And 2 weeks later, I get the letter of the creditor from a balance that should have been paid by ********. I wasn't informed that any claim was denied. Nor was I informed that such balance existed.The second letter is from *********************************. for a ****** bill from a mammogram done on 03/15/22. For this bill, I was informed in November that the claim had been denied to call ********. Two days earlier a pharmacist had told me to call ******** regarding an error on my insurance. I called and asked and it turned out I was listed as Male but the error came from the ******************************* 0n 11/21/22, I informed a representative from Advocate that my gender was listed wrong and asked if they could give me extra time to get the gender fixed and not to be sent to collections and I was told that wasn't possible while the claim was under review. I was devastated because no one was helping while I was experiencing so much difficulty medically and emotionally.I have ******** because of kidney failure fortunately I received a kidney transplant on 04/21/22. But I've had a difficult time recovering due to multiple side effects from the immunosuppressants and other medical conditions.My resolution is to revert the collections process and bill my insurance and repair whatever damage to my credit because they did not take the proper steps. I take yearly mammograms they had this information, I did not.
Initial Complaint
Date:02/22/2023
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Aurora healthcare sent me to collections for a itemized bill that added up to $2062. This was in October 2021. I have filed a complaint a few months back already about this matter. I spoke to both of my insurance companies which Ive had 2 ********** blue shield insurance for 29 years. My insurance company told me a few months back that this bill was paid and I have a zero balance. And they also told me today that I have a zero balance ..Advocate aurora sent me to collections , now they have screwed up my credit for a bill that was already paid thru both of my insurance companies and this matter doesnt seem to be resolved from advocate aurora healthcare.. my insurance companies paid the ************ are sending me a explanation of benefits AGAIN to show Better Business Bureau and advocate aurora healthcare that they both have paid this back on 12/23/21 they told me I have a zero balance. I wanted them to double assure me that they paid this claim before I filed another complaint with you I hope you can help me resolve this matter
Business Response
Date: 02/28/2023
Hello
Thank you for the opportunity to review this concern. We will reach out and work directly with *****************
Patient Billing Contact Center
Customer Answer
Date: 03/06/2023

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.
I am guaranteeing you that they will not call. I have called numerous times only to get not one person to call me back..
Sincerely,

*********************
Initial Complaint
Date:02/21/2023
Type:Customer Service 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 saw my PCP for an annual visit on 2/2/2023. I mentioned my ** has been elevated and PCP prescribed some medications for that. Now I received a bill of 15 dollars because PCP did both well visit and a sick visit. I was not informed of the above during the visit. The bill is attached.
Business Response
Date: 02/22/2023
Hello,
Thank you for the opportunity to review this concern. We have reached out to the patient to explain her balance to her.
Illinois Patient Billing Contact Center Manager
Customer Answer
Date: 02/23/2023

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.

Sincerely,

*******************
Initial Complaint
Date:02/06/2023
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I received a colonoscopy at IL Masonic Medical Center, a hospital in the Advocate Aurora Health network, on 02.04.2022. The billing department took several mos to render a statement, first in April/May 2022 and then several times since. I have coordinated multiple conference calls between my insurance and Advocate Aurora Health billing, to no avail. Advocate Aurora Health continues to report that the claim was denied, when it was not - it's still listed as information requested by my insurance carrier. This is fraudulent and I cannot pay for their lack of ethical practice in healthcare.
Business Response
Date: 02/07/2023
Hello,
Thank you for the opportunity to review this concern. We've reached out to the patient's Mom and left a voicemail. We will work with her directly on a resolution.
Manager, Illinois Patient Billing Contact Center
Customer Answer
Date: 02/08/2023

Complaint: 19339736

I am rejecting this response because:

im happy to maintain contact with Advocate Aurora Health billing, however, I need resolution of this concern prior to closing the complaint with the BBB.

Sincerely,

*************************
Business Response
Date: 02/09/2023
Hello
One of our team leads is working on this concern as discussed with the patient via phone yesterday. The delay is with the patient's insurance carrier.
We will continue to work with the patient towards resolution.
Manager, Patient Billing Contact Center
Customer Answer
Date: 02/10/2023

Complaint: 19339736

I am rejecting this response because: as discussed with my insurance carrier and the billing entity, I will keep the complaint open until we are sure of resolution. Thank you.

Sincerely,

*************************
Customer Answer
Date: 11/29/2023

Complaint: 19339736

I am rejecting this response because:

Hello,

Thank you for the quick response. Please find attached the *** as well as two screenshots from my insurance that categorize the service as a plan discount and do not show me as financially responsible. Thanks again.

T

Many thanks,
Trover *********************, MSW/LCSW/CADC/CODP
************
**************************
www.grayhealthinc.com
he/him/his
Business Response
Date: 12/04/2023
Hello,
I believe this concern has been resolved. Thank you for the opportunity to review.
Ilinois Patient Billing Contact Center
Customer Answer
Date: 12/04/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*************************
Initial Complaint
Date:02/01/2023
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.
Came to the Advocate Illinois Masonic Emergency Room in Lakeview with family that had chest and abdominal pain. Upon checking in, the staff was INCREDIBLY rude and displayed absolutely no empathy, ******* him to speak when he was struggling to. The entire time, he was given absolutely nothing to make him comfortable, and at one point had a panic attack in the emergency department in the bed he was put in in the hallway. Nobody did more than look at him. The doctor never appeared except to basically shrug and say theyre refilling the medications he already takes and he can go home. Never in my life have I felt gaslighted FOR someone else, but this staff did everything in their power to make us feel like we didnt belong there. We only come to this hospital because its all his insurance covers, and today we have learned we need to find him different insurance.
Business Response
Date: 02/02/2023
Hello,
I am sorry to hear about your experience. I forwarded your concern to our Patient Relations Department. A team member will reach out to you to discuss further.
Illinois Patient Billing Contact Center
Initial Complaint
Date:01/27/2023
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I visited this facility on September 1, 2022 for a school physical to be performed on my son. This was a sister site to his normal primary provider and I went because they had the soonest opening. We met with the doctor and proceeded with the visit without issue. Towards the end of the visit the provider asked if there were any concerns that I had pertaining to my son. I answered no. The provider continued on by asking me what are his eating habits?. I told her that he is a picky eater, but it is not of concern at this point. She proceeded with advising me with her opinion on how I could address this issue. This was all information I did not ask for. In the end she advised that I basically starve him in order for him to be so hungry that he eats what I provide him with. Not only was this in my opinion, bad advise, but it was advise I did not ask for. Later on, I received a bill for a wellness, as well as a non-wellness visit (billed due to the provider stating she provided nutritional counseling). I disputed this with the billing department of Advocate Aurora and they stated that I need to get in contact with the manager of the site to have the claim withdrawn/corrected. After several month of attempting to contact the manager, she ended up telling me that in so many words the provider feels the claim is correct. If I indeed had a concern, I would not have had an issue with paying the bill, but considering I did not and did not ask for her counseling, I should not be responsible for this voluntary information she felt the need to provide. I have attempted to rectify this with the providing office without success.
Business Response
Date: 01/30/2023
Hello,
We have reached out to the patient's mom and we were able to resolve this concern.
Illinois Patient Contact Billing Center
Customer Answer
Date: 02/01/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*******************************
Initial Complaint
Date:01/18/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was in was admitted to South Suburban Hospital in November of 2022 . While there my dentures were misplaced, notified them on December 6th upon my release they were missing . Have called numerous times they keep doing investigations to no avail ! Received a letter from ************************ on Friday the 14th it would be another 7 day investigation, now on Tuesday January 17th I received another letter stating it will be another 30 days for another investigation! I am disabled and am without my dentures while I get this ************* around. Is it possible to get help in finding a resolution to this issue. My dentures missing , I am very limited on what I can Eat while ************************ plays games with my Health . Thank You in advance .
Business Response
Date: 01/18/2023
Hello,
I am so sorry to hear this. I've sent your complaint our Patient Relations Team to follow up with you.
***************************, Illinois Patient Billing Contact Center
Initial Complaint
Date:01/03/2023
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.
Advocate Christ Hospital has collected twice (once by my personal check and once by *****) for a screening test on 8/20/20. *****'s reimbursement to Advocate was delayed by 2 years due to the State's budget crisis, and I incorrectly paid the claim myself. Aetna finally reimbursed Advocate in August 2022 for the payment plus two years of statutory interest. Advocate will not refund my out-of-pocket payment of $487.20 OR the statutory interest to which they are not entitled since they were fully reimbursed by me. I have contacted Advocate billing five times. Advocate has instead reimbursed ***** and will not refund my overpayment. I have also contacted the co-CEOs by certified mail with a deadline for response, which they have ignored. I have filed a formal complaint against them with the Illinois Attorney General's Health ************ As of 1/3/2023, I have received no communication and no refund of the $487.20 plus the $72.56 in statutory interest they improperly received.
Business Response
Date: 01/16/2023
Hello
Thank you for the opportunity to review and respond. We have processed a refund and the interest will be handled in accordance with our contract with Aetna.
***************************
Manager, ** Patient Billing Contact Center
Customer Answer
Date: 01/17/2023

Better Business Bureau:

While Advocate initially offered a litany of excuses for why it took this action with the BBB and the Illinois Attorney General's Healthcare Bureau to respond to me, I will acknowledge that they have finally refunded my $487.20. The check has both been received and cleared. Refunding interest "in accordance with the terms of our contract with Aetna" is essentially a non-answer, which I only received after they told me I was not entitled to the return of this interest and I told them they were not, either. It was only after I told them I would reply to this response as "not satisfactory" that this solution was finally offered, and I suppose I have to take them at their word. At this point, I have been made whole and terminated my relationship with them, hoping--but not convinced--that they will use this experience as a training opportunity for a customer service system that is clearly broken. Thank you for your advocacy on my behalf, which is what they should have offered me two and one-half years ago. --*****************************
Initial Complaint
Date:12/16/2022
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 was scheduled for an procedure. The billing depth. called me that day and said my insurance will not pay for any of it and I need to put down a $500 deposit. I didn't have that so I had to borrow it from someone. I talked to my HR at work and she told me that it was 100% covered. I talked to the clinic and they said after all the bills were cleared they would refund the money. I called again. They informed me that since I had an outstanding balance they would take that from the $500. I told them no, I need to pay that back to who I borrowed it from because they are the ones who made me pay it. They agreed that when all my insurance has paid everything and as long as my outstanding balance is on a payment plan they would reimburse the $500. They are saying there is a $16.88 pending insurance. I called the insurance company, they said they have paid everything. I called them again telling them that the insurance had paid everything and there is nothing pending. I told the lady that I talked to that I have confirmed 3 times that as long as I am on a payment plan they will reimburse the $500. She told me no they will not do that. I am on a payment plan for $127.00. I asked to speak to the manager, she said yes hold on. I got a voice mail. I left a msg. Never got a call back. I think it's very wrong what they are doing. I don't even owe $500.
Business Response
Date: 12/22/2022
Hello,
We left two voicemails to discuss your concern and provide you an update. Please return our call at your convenience.
Illinois Patient Billing Contact Center Manager
Customer Answer
Date: 12/22/2022

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:12/14/2022
Type:Order 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.
this hospital Company keeps giving out out my personal info (full name and SSN) thy have given it to Millenniun trust company without my permission.and other company's with out notify me
Business Response
Date: 12/22/2022
Hello
We have left three voicemails to discuss your concern. Please return our call at your convenience.
Illinois Patient Billing Contact Center Manager

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Advocate Health Care is NOT a BBB Accredited Business.