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:11/30/2022
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 had a surgery done at Illinois Mosonic via Advocate on September 22, 2021. The surgery was preapproved. Advocate accepted the *** from the insurance on 10/14/2021. Advocate then one year later billed me for the whole invoice. When I called and Spoke to ****** in customer service he could not provide me with why this was sent to collections. I never received an invoice from Advocate for the $2,601.84 but for $9,626.00. This claim is false and should not have been sent to collections.
Business Response
Date: 12/02/2022
Hello,
Thank you for the opportunity to review **************** concern. We reached out to her directly with the outcome of our investigation.
Illinois Patient Billing Contact Center Manager
Customer Answer
Date: 12/05/2022

Complaint: 18483979

I am rejecting this response because: Before my surgery Advocate had a dedicated department that worked on getting approvals from my insurance company. It took them several days but I finally received a call to show up for my procedure. The representative that called from Advocate said just because they receive a pre-approval does not mean that they accept the insurance? This is nonsense. The purpose of the calling my insurance company for approval and then accepting the *** in October 2020 shows that the call was made. I believe this is unfair to accept the insurance and because the discounts per their agreement with the insurance and the acceptance of the *** then to bill the patient the full amount in addition to adding the to my credit report. Again I was told by their pre-surgery finance department that everything was a go.

Sincerely,

*********************
Business Response
Date: 12/06/2022
Hello,
We appreciate the opportunity to review your concern. ******** the results of an investigation are not always favorable. We offer flexible payment plans to meet our patient's needs. Please call ************ if you would like more information.
Manager, Illinois Patient Billing Contact Center
Customer Answer
Date: 12/08/2022

Complaint: 18483979

I am rejecting this response because: I totally remember that they had a department designed for insurance approval. I could not show up for surgery until they were sure they were getting paid. The Explaination of Benefits was sent to them October 2021. I would not have had the procedure done if it was not covered. This is a scam and I will not pay the total bill. I will however pay the EOB amount due.

Sincerely,

*********************
Initial Complaint
Date:11/28/2022
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.
My complaint is with their billing department. I see my doctor every 6 months and I have blood work as I am diabetic.I had my blood drawn last December and then again in May. Now Advocate is bringing up (in my opinion) fraudulent charges from last December. How can they claim or say I mysteriously owe an extra $59.34 from back then? Nothing's changed, I didn't appeal the charges from back then and I paid my balance...how can I all of a sudden out of the blue owe the charge?
Business Response
Date: 11/29/2022
Hello,
Thank you for the opportunity to review your concern. We have reached out to you via phone and provided a resolution.
Illinois Patient Contact Billing Center

Customer Answer
Date: 12/01/2022

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:11/10/2022
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 had referral approved visits and surgery w an outside provider. Again, all referrals approved and they are refusing to pay the bills. Ive called every month since 11/21. Theres always an excuse, which include; claim sent to wrong address, claims never received, box 24j and 33b missing taxonomy code and the newest is, claim not made in a timely fashion. The provider, dr ****** (oral surgeon in ****** **) has worked as an outside provider with dreyer for years and claims were always paid. Now that advocate took over, he is also left w many patients struggling w the same issue w advocate. Its gotten so bad that he has hired an insurance professional, outside of his office to help. Im stuck w a $9,230 bill that advocate assured me was approved and I could go into sugary on 4/20 knowing everything would be paid. I cant tell you how many calls I made to prior to surgery to advocate dreyer, dr ****** office and BCBS. Only BCBS has paid their portion. For them to say again that my April 20th claim was never submitted, is a lie. Also, to say my oct 16th claim was refused for timely filing is a lie. Dr ****** has all the evidence to back my claim and would be happy to assist you. I have also been working with a team leader at advocate named ****. She did a three way call w Dr ****** office trying to talk this thru on 7/29. Again, nothing! Please help myself and many individuals like me who are struggling w large insurance companies. I dont know what else to do. As two retired people we cant afford this bill, and I would have never had the surgery if I wasnt assured by all parties that referrals were in place and approved. If you cant help me, please let my know what to do next.?
Business Response
Date: 11/11/2022
Hello,
Our APP claims payment department is reaching out to *************** today for resolution.
Illinois Patient Billing Contact Center
Customer Answer
Date: 11/11/2022

Complaint: 18380112

I am rejecting this response because: theyre giving me the same excuses Ive heard month after month. They dont have my claim of file. They say that all the time.

Sincerely,

***********************
Business Response
Date: 11/25/2022
Hello,
Advocate ****************** is reaching out to the provider's office and will call the patient back once they have more information.
Illinois Patient Billig Contact Center
Customer Answer
Date: 12/13/2022

Complaint: 18380112

I am rejecting this response because:
The case listed above as not been resolved. Advocate asked for a continuation until 12/14 to try and investigate the issue. The company
Is working w the provider and all documents have been reissued Please leave the case open until I hear something from Advocate.
Sincerely,

***********************
Initial Complaint
Date:11/06/2022
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.
Went for a physical. Paid in full. Have received multiple bills for service that was paid in full. Called and talked to billing department they said they would correct billing, they still send bills.
Business Response
Date: 11/08/2022
Hello,
Thank you for the opportunity to review these concerns. We are working directly with the consumer via phone towards resolution.
Illinois Patient Billing Contact Center Manager
Initial Complaint
Date:11/06/2022
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.
Advocate is charging me 248 dollars for a blood draw. They got paid for my insurance for the blood draw and are charging me an extra ******. I have never gotten charged a blood draw this is the first time. I would like this to be waived and a refund of 72 for the amount was already paid.
Business Response
Date: 11/09/2022
Hello
We spoke to **************** today and addressed his concerns. Thank you for the opportunity to review.
Illinois Patient Contact Billing Center Manager
Initial Complaint
Date:10/26/2022
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 had nothing but issues with this Advocate Aurora Medical Group and the Advocate Health Care offices that have been doing my latest healthcare!They have done a few procedures as of late, namely a ** scan on 07/19, a Botox Injection series on 06/24 and another series on 09/30. Aside from the ** scan, the Botox sessions were treated like any other NORMAL OFFICE VISITS!! The procedures were done in the regular doctors office under no specialized circumstances so I didn't think there was anything "surgical" involved or required for this.I assumed, because I wasn't told anything different, that my specialist copay covered the visits only to be surprised later on by these exorbitant bills for apparently a percentage of a rather PRICEY "surgical procedure"!!! Upon inquiring about these charges and questioning their reasons, I was told I should have "asked the docs office for all of that information ahead of the procedures!" and "it's not their problem"!!! Well pardon me, but WTF kind of answer is that??? You have a responsibility to INFORM ME I told them to which they denied ownership. I have paid ALL OF MY BILLS AS SENT!! During my office visit on 09/30 I was told I had an outstanding balance to which I said I wanted an explanation. The receptionist explained as best she could, I paid the ENTIRE BALANCE, including the copay for this visit and left a ZERO BALANCE! Now they are trying to back bill me for an additional $25 from the 07/19 visit ??. IM NOT PAYING IT!!! The insurance industry has gone ROGUE!! THEY NEED SOMEONE OR SOME ENTITY TO CORRAL THEM AND BEGIN THE REGULATION PROCESS!!! IT'S TIME TO TAKE THE **** BY THE ***** AND PUT THE HEALTH INSURANCE MARKET ON NOTICE FOR REGULATIONS!!!!
Business Response
Date: 11/02/2022
Hello,
We've connected with Mr. ******** today regarding his concerns. Unfortunately, he was not pleased with the outcome of our review.
Illinois **************** Manager
Initial Complaint
Date:10/06/2022
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 arrived at the above location shown in my LiveWell Portal for a Heart Scan at 4:30 pm. I spoke to a woman at the front desk and she stated I needed to go to the *** building for the scan. She asked if I needed a shuttle and I responded, Yes. I sat down and waited for the shuttle. Time was passing so I asked her if the shuttle came and she said one had just pulled off, I will call another one for you. I asked her what van should I look for and she said *****. I preceded outside and seated myself on a bench to wait for the shuttle/van. A man in a grey colored van asked if I needed a shuttle and I said yes. I explained to him the lady inside said the van was *****. As a patient who is not familiar with Christs employee assistance to help an individual get to an unknown area of a hospital, she was not very helpful. She was talking to her co-worker saying did you have a nice lunch. All the while Im seating there waiting for the van/shuttle to pick me up. Going forward I think it would an excellent idea to have a sign in the dashboard that reads SHUTTLE. Im 65 years old and I cant guess which van is there to pick me up. Talk about being inconvenienced, yes it bothered me because she had poor communication and I was late for the scan when I got to the ****** of ************ I told the man at the front desk I needed to take a heart scan and he sent to the sixth floor, Advocate **************** I called the number at the front desk and the lady instructed me to go to the 5th Floor- Advanced Imaging Center.When I left ***, I asked the lady at the front desk to call a shuttle to take me to parking lot C. The shuttle bus driver pulled up and I walked up the steps and he asked me are you going to Parking Lot C and I responded yes. Theres a big difference in an actual van and a bus that reads ******** ******* to others is the rent you pay for your room here on earth. The main entrance of Advocate Christ needs to do a better job.
Business Response
Date: 10/06/2022
Hello,
I am so sorry to hear about to hear about ****************** experience. I am forwarding this concern to our Patient Relations Team at Advocate Christ Hospital. They will be reaching out to her soon.
Illinois Patient Billing Contact Center Manager
Customer Answer
Date: 10/12/2022

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:09/15/2022
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.
Both my wife and I Went to H3134343638****36**38H in May 9, 2022 for annual checkups. The only insurance we have is ******** for both of us that doesnt cover H323536**333430323137H visits. We do not have supplement insurance. I was charged $551.00 for my visit and my wife was charged $333.00. I feel we were overcharged for both visits as we went in for the same things. I would like a billing adjustment on these bills as I don&#**;t see why i was charged an extra $200 for my visit. I would like a billing adjustment and an explanation of the charges for what was billed.
Business Response
Date: 09/16/2022
Hello,
We connected with the patient via phone and came to a resolution to his concern. Thank you for the opportunity to review.
Illinois Patient Billing Contact Center
Initial Complaint
Date:09/11/2022
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 had a sleep study at Advocate sleep center in *********** . The results that I got was that I no longer need to use a ccap machine and just to order a pillow off Amazon. I got the results from a person whom I thought was a dr. ********************************** She advise me to order a pillow and said it work better than a ccap machine she said I no longer had obstructive sleep apnea and I can get rid of my machine. I dint get rid of the machine but I threw away all my supplies. I breathe and snore heavy. Yawn a lot. I am told that I very much have obstructive sleep apnea. Now I need to order my supplies and ******** said they will pay for it. I think who ever this person was that saw on March 8 In ***********. Gave me misleading information which could lead to my death. I already had sleep apnea and not using my sleep apnea could give me heart failure again.
Business Response
Date: 09/13/2022
Hello
Thank you for the opportunity to review this concern. We reached out to the patient via phone regarding her concerns.
Illinois Patient Billing Center Manager
Initial Complaint
Date:08/25/2022
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 visited Advocate Good Samaritan Hospital in ************* ** on 04/04/2022 for XRay and blood ordered by my primary care. I was charged high price. I received a statement Account#********** , Invoice#******* of my balance at my home statement dated Jul 12, 2022 with no service details. I called the customer care asking for the details of charges but they never provided me the details. Eventually, I made the payment returning the payment stub completed with the information. It includes my credit card number, expiry date, Card holders name and signature. I mailed it out on Jul 20, 2022. However, they never charged my credit card and have never informed me if there were any issues charging my credit card.I am surprised that they sent my account to a collection agency and are insisting to pay the balance of $524.87 through collection agency.I want a supervisor review over charging for Xray and blood tests I want them to recall the account from collection agency because a payment though collection agency will ruin my reputation and credit.
Business Response
Date: 09/01/2022
Hello,
Thank you for the opportunity to review. We have reached out to Mr. ********* to discuss his concerns.
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

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Advocate Health Care is NOT a BBB Accredited Business.