Business Profile

Health and Wellness

NorthShore University HealthSystem

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for NorthShore University HealthSystem's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

37 total complaints in the last 3 years.
6 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:09/15/2023
Type:Service or Repair Issues
Status:
UnresolvedMore 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 paid our scheduled autopay early in the amount of 150. We then found out that the automatic payment would still be taken & they refused to stop it or refund the overpayment.
Business Response
Date: 09/22/2023
Thank you for contacting us regarding your concerns. To protect the privacy of all our patients, we will not respond to your circumstance on this website. To better assist you and fully understand your experience, please contact us at northshoreconnect.org or call us at ************ to talk with our **************** Team.
Customer Answer
Date: 09/22/2023

Complaint: 20609682

I am rejecting this response because: we have spoken to your customer care/service department & they informed us they cannot/will not be able to help us.

Sincerely,

*****************
Initial Complaint
Date:08/23/2023
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.
My HSA paid $130.89 to North Shore already. Yet I am being billed the same amount by North Shore. They were already paid. My balance due should be $0!
Business Response
Date: 09/06/2023
Thank you for contacting us regarding your concerns. To protect the privacy of all our patients, we will not respond to your circumstance on this website. To better assist you and fully understand your experience, please contact us at northshoreconnect.org or call us at ************ to talk with our **************** Team.
Initial Complaint
Date:07/27/2023
Type:Billing Issues
Status:
UnresolvedMore 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,This transaction is with Northshore University Healthsystem.I had visited my primary care physician with a prior appointment for annual physical. The doctor had ordered labs as part of the annual physical visit. This is 100% covered with the health insurance company that I had registered with through my employer.Apparently, I received a payment due statement of $137.78 from Northshore. After several conversations between insurance company and Northshore billing ***** I got to know that the doctor (or their team) incorrectly submitted the billing codes internally to their billing ***** In turn, their billing **** didn't submit correct (preventive) codes to insurance company. I called up their billing department to explain the issue. They only kept me redirecting to the their own Doctor's ******* as if they are separate entities. And, continued to send me payment reminder notices.Finally, after multiple back & forth, I was able to connect with Doctor's ****** and they agreed that they have submitted incorrect codes. Also, they communicated to me that they've faxed the revised codes to their billing department and that should resolve the matter. I further informed their billing **** by sharing the Doctor's notes with an intent to avoid any further communication gap in this regard. However, I continued to receive Now, I have received a notice from Northshore with a pre-collection status!Fortunately, I kept all the communication updates in writing within Northshore's patient application system for records. And, I am attaching this written correspondences between their customer service **** as well as doctor's ******. Further, I am also attaching the latest billing notice.This entire transaction has been completely unprofessional and mismanaged by Northshore.
Business Response
Date: 08/03/2023
Thank you for contacting us regarding your concerns. To protect the privacy of all our patients, we will not respond to your circumstance on this website. To better assist you and fully understand your experience, please contact us at northshoreconnect.org or call us at ************ to talk with our **************** Team.
Customer Answer
Date: 08/03/2023

Complaint: 20387709

I am rejecting this response because:
Northsore has denied to provide any details to you (BBB) to resolve this matter. If they're concerned about patient privacy, they could have provided a better response on what they're doing to resolve the matter and ETA. Instead, Northshore has continued to mismanage this situation by not taking ownership of the case and just moving around within their own internal departments, while expecting me, as a customer to coordinate within their internal departments. It clearly indicates professional misconduct and I request BBB to publish this information in public forum so that existing or potential customers are made aware of the business practice.

Sincerely,

************************* Mehta
Initial Complaint
Date:06/20/2023
Type:Product 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 aunt, *************************, worked for the Northshore Hospital system for many years. She retired in 2018. She received a pension administered by ***************** ***** Retirement Benefits, ****************************************************************************). She chose the Northwell Health Cash Balance pension option (on April, 25, 2018) which provided that she receive 20 year certain monthly payments of $****** per month. Upon her death her beneficiary, *****************************, would receive her benefits for the remainder of the 20 year term. My aunt passed away on February 18, 2023.My family contacted ********* Health and informed them of her death on February 18, 2023. They submitted all of the paperwork (including death certificate) that ********* requested to exercise the beneficiary designation in my aunt's 20 Tear Certain Pension and begin sending the ****** monthly checks to me at ****************************************************************************During the 4 months since her death we have repeatedly contacted ********* to determine why I was not receiving her pension checks and where was the money going (her bank accounts are closed). We have repeatedly asked when I will start receiving the monthly benefit (along with the missing checks paid since March). Over this period forms have been sent to us to fill out after repeated inquiries. We fill out the forms and nothing happens.It is now 4 months since ****** death and each of our follow-up calls has ended without any satisfaction. They repeatedly told us that whoever is on the phone is unable to give us any information and that someone will get back. No one ever does! Calls to Northwell have resulted in hours of wait time in order to talk to a real person and absolutely no resolution. I fear they are operating fraudulently.Pension details are as follows:RE: Pension for ************************* Address was **************************** Apt. B ********, ** ********** Tel. No. was ************ Date of Birth: March 9, **** Date of Hire: July 11, **** Retirement Date: April 1, 2018 Below is the last email I received ( I followed this up on June 2nd, but got no response): Hi ******,I apologize for the delay, I will be working on her records tomorrow with a senior administrator to straighten her payments out and issue them to the beneficiary she outlined in her paperwork. I will follow up tomorrow afternoon with an email letting you know the next steps. Thank you.Best Regards,******************************* From:*************************** <*****************>Sent:Sunday, April 23, 2023 6:38 AM To:Retirement <************************>Subject:[EXTERNAL] Beneficiary Benefit from ***************************** Pension I am being stonewalled (and worse, defrauded) and hoping that your good offices can find out what is going on and get these shabby business practices corrected.
Business Response
Date: 06/21/2023
This complaint is not related to our organization. We are located in IL and we are a Healthcare Org billing office. Thank you
Initial Complaint
Date:05/30/2023
Type:Product 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.
Northshore immediate car are for walking. I came into this location at 7 15pm they close at 8 pm. NorthShore *********************** ****** at *********** *****. What's the point of having immediate care service if they cannot take a walking patient? I had to drive farther than usual because other places were closdd
Business Response
Date: 05/31/2023
Thank you for contacting us regarding your concerns. To protect the privacy of all our patients, we will not respond to your circumstance on this website. To better assist you and fully understand your experience, please contact us at northshoreconnect.org or call us at ************ to talk with our **************** Team
Initial Complaint
Date:05/30/2023
Type:Service or Repair Issues
Status:
UnresolvedMore 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.
4/10 I had a ************************ I am very high risk. I called management ahead of time as well as patient coordinator & made sure it was in my notes that I was invoking *** accommodations. My requests were that every personnel I was to interact with would need to wear an N 95 mask. That I would be able to wait in my car if there was any delay to cut down exposure of patience, and other doctors, not masking properly. I was told by the department management this would be absolutely no problem. When I arrived, the receptionist was not wearing an N95 so I explain to her the *** request and asked her to please put on an N95. She proceeded to argue ***** & masking misinformation. Finally, she decided to put one on, yelling WHATEVER & slamming the door. When she came back, she proceeded to twirl the contaminated mask on her finger in my vicinity. Patient were angry at me, because I had to advocate for my safety. They started approaching me with masks down to their chins, threatening me. They brought me back, & 2 security guards come into this tiny room-not wearing a proper mask & denied putting one on. My advocating made the waiting room uncomfortable. Had the receptionist masked w/o arguing there wouldve been no issue.I even brought $20 in a lotto, scratch offs & five hour energy drinks because I knew the resentment I would face for asking them to ******** was trying really hard not to go into a procedure with staff mad at me. I waited for an 1.5 hrs before anyone even came to start the procedure process. I understand emergencies happen, which is why I was supposed to be allowed to wait in my car. Instead, I was exposed constantly to other patients & other healthcare workers walking by. They consistently denied me a disability, advocate, or care coordinator at any time, which is illegal. Calling security for enforcing my *** needs is discrimination. What happened to do no harm? Ive had Covid symptoms since 4 days after for over a month now.
Business Response
Date: 05/31/2023
Thank you for contacting us regarding your concerns. To protect the privacy of all our patients, we will not respond to your circumstance on this website. To better assist you and fully understand your experience, please contact us at northshoreconnect.org or call us at ************ to talk with our **************** Team.
Customer Answer
Date: 06/03/2023

Complaint: 20122484

I am rejecting this response because I have already contacted Northshore **************** by phone and by email. I received a snobby email back Im just customer service I dont deal with this.
I went into great detail of my experience in the survey after my procedure that Northshore claims they take seriously. Nearly two months ago. When I call, they just transfer me somewhere else where I have no one to speak to. I have filed a complaint already and Ive been ignored. Your system has these complaints.
My *** rights were violated, multiple times, they accepted gifts from me & then called security on me for not backing down when I received push back.
I was assured beforehand by the management of the entire department the things I requested would be no problem. I should not have had any pushback. I shouldnt have been exposed as much as I was.
Your system has the complaints for nearly two months. I have yet to be contacted about my experience.
Sincerely,

***************************
Initial Complaint
Date:05/09/2023
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 a patient of North Shore University ****** System on 2/22/23, and I recently received an invoice for my services received. The invoice is incorrect, and North Shore University ****** Systems has not returned my call or responded to help correct the billing issues. I have two separate charges pending, one for a visit to the ***************** in Lincolnshire on 2/22 (which is visit # *********) and another charge for the same date to Evanston Hospital (which is listed as visit #*********). I only made one visit and have not been a patient at Evanston Hospital. The visit # ********* associated with Evanston Hospital was not me. Further, the invoice does not correctly list and reflect payment made to the provider at the counter, the day of services rendered. Two different billing errors need attention and correction by the provider.
Business Response
Date: 05/18/2023
Thank you for contacting us regarding your concerns. To protect the privacy of all our patients, we will not respond to your circumstance on this website. To better assist you and fully understand your experience, please contact ** at northshoreconnect.org or call ** at ************ to talk with our **************** Team. Thank you

Customer Answer
Date: 05/18/2023

Complaint: 20040016

I am rejecting this response because: The business is still charging an incorrect amount on the total balance due. They collected a $100 co-pay at the time of service, which I paid and that is not reflected in the attached statement provided by the business. The ACTUAL AMOUNT that should have been collected is a $60 co-pay per the business's own invoice and my insurance provider. If the business were to read the co-pay description within the business's own paperwork for this file, that detail clearly states $60.
I have been overcharged $40 by this business and the paperwork is conveniently deceptive to benefit the business. The invoice needs to be corrected to reflect the accurate total, with payment of $100 made as co-pay at request of business when only $60 was due.
Others need to be warned of this overcharging and difficult/timely process at the consumers expense to correct an error on the part of the business.
Sincerely,

*************************
Business Response
Date: 05/19/2023
Thank you for contacting us regarding your concerns. To protect the privacy of all our patients, we will not respond to your circumstance on this website. To better assist you and fully understand your experience, please contact ** at northshoreconnect.org or call ** at ************ to talk with our **************** Team.
Customer Answer
Date: 05/22/2023

Complaint: 20040016

I am rejecting this response because: I have reached out directly to the number the business provided and was informed by the agent I spoke with she see's the conflicting information in their paperwork, they would review and get back to me. I have not had any further updates or responses, yet the invoice appears to remain, incorrect, as originally presented. Without conclusion from the number provided below, the means to an end offered by the business is not effective and wastes time which is why this resource was engaged to assist.

Sincerely,

*************************
Initial Complaint
Date:02/09/2023
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.
Terrible post op care from ************************************ of ****************** Systems. I had what was supposed to be a routine surgery. I had complication from the surgery over 14 weeks ago with tremendous pain and ************** and his team were almost non- existent with my post op care. The last straw was yesterday when the doctor asked me to change my scheduled in patient appointment the day of my appointment that his staff made. When I said I could not reschedule that he wound up canceling it and tried to get me to do Telehealth even thought ************** knew I had to be examined.I would not recommend this surgeon. Horrible post op care.
Business Response
Date: 02/09/2023
Thank you for contacting us regarding your concerns. To protect the privacy of all our patients, we will not respond to your circumstance on this website. To better assist you and fully understand your experience, please contact us at northshoreconnect.org or call us at ************ to talk with our **************** Team.
Initial Complaint
Date:01/17/2023
Type:Billing Issues
Status:
UnresolvedMore 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.
Back in October 2022, my wife had an order from her doctor to do some blood tests.I'm the primary health insurance policy holder.At that point, she had all the minimum out-of-pocket and deductibles with our plan reached, therefore any test (in-network) would be covered 100% by BlueCross BlueShield (******).As we considered options on where to have the test done, I saw that NorthShore University HealthSystem was in-network, with its main location at ****************************************************************************. They also have many satellite locations for tests and ********* care throughout ******* and suburbs.I called ****** to confirm. They told me that indeed it was In-Network.Then, I called NorthShore and they assured me that she could go to their smaller clinics to have the tests done.My wife went to NorthShore ********* Care Center located at **************************************************************************************** also called this clinic in advance to confirm that they would cover our ****** plan and if it was OK to have the tests done there. All seemed to be fine.She went to this place and presented the insurance card, they never said that this plan was not covered and they proceeded with the tests.2 months later we received a letter stating that ****** refused to pay for the service, and we would be receiving an invoice for the services rendered.I called ****** and I was told that it was NorthShore responsibility and ****** would not pay.I called NorthShore and they blamed ******.Now, we're stuck with a $1,419.42 bill which should have been covered in full 100%.We feel like we've been misled by both, but mainly by NorthShore that should have told my wife when she presented the insurance card that they would not honor our insurance, and instead, they proceeded with the tests without any regard for us. We feel cheated. Any other places tell you upfront if services would be covered or not. They failed and now they want our money. We also sent an appeal to ******. Thank you.
Business Response
Date: 01/17/2023
Thank you for contacting us regarding your concerns. To protect the privacy of all our patients, we will not respond to your circumstance on this website. To better assist you and fully understand your experience, please contact us at northshoreconnect.org or call us at ************ to talk with our **************** Team.
Customer Answer
Date: 01/18/2023

Complaint: 18824379

I am rejecting this response because: I spoke to a **************** representative at **********************, as they requested, and still NorthShore claims that the responsibility lays on BlueCross BlueShield. Since we also sent a letter of appeal to BCBSIL, we'll wait and see if BCBSIL will decide to pay NorthShore for the service provided, and if not, NorthShore wants us to call back and see what they can do, but they still want their money.

Thank you.

Sincerely,

*******************************
Initial Complaint
Date:01/10/2023
Type:Sales and Advertising Issues
Status:
UnresolvedMore 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.
please read the attachment
Business Response
Date: 01/11/2023
Thank you for contacting us regarding your concerns. To protect the privacy of all our patients, we will not respond to your circumstance on this website. To better assist you and fully understand your experience, please contact us at ************ to talk with a member of our Concierge Services Department.
Customer Answer
Date: 01/11/2023
Complaint: 18717679

I am rejecting this response because:
this business does not read the BBB complaint and not understanding what the complaint is about. the business wants the customer to call them again????? this is exactly what this complaints is about. hasn't the customer called them enough?? more than 8 x and so many emails via the web portal but no manager returning the call nor entertained the request.

a call from the manager of the head office is REQUIRED!

Sincerely,

***********************

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NorthShore University HealthSystem is NOT a BBB Accredited Business.