Complaints

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

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NorthShore University HealthSystem has 8 locations, listed below.

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  NorthShore University HealthSystem

  777 Park Ave W Highland Park, IL 60035-2433

• 

  NorthShore University HealthSystem

  23056 Network Place Chicago, IL 60673-1230

• 

  NorthShore University HealthSystem

  2650 Ridge Ave Evanston, IL 60201-1718

• 

  NorthShore University HealthSystem

  4901 Searle Parkway Suite 330 Skokie, IL 60077-5313

• 

  NorthShore University HealthSystem

  PO Box 1006 STE 330 Skokie, IL 60076

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:01/04/2023

  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.

  I prepaid for a facial peel, $350, but was charged 3x for the facial peel on November 14, 2022. I noticed this over charge about a week later and notified the clinic office. I followed the steps that I was told to prove that the over charge happened. I have since followed up multiple times via phone call and email. I have gone in person to provide more information, stamped from the bank, as was requested of me and I have not yet been refunded the over charge. The clinic has stated that they do not see the over charge on their side, which is why I provided them with multiple forms of my bank statement that shows the charge went through 3 times. I have requested my payment for all 3 charges as I cancelled my appointment that I prepaid for and will bring my business elsewhere. I am requesting a total of $1050 (350 x 3). Dermatology | NorthShore Address: *********************************************************** Phone: **************

  Business Response

  Date: 01/05/2023

  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: 01/06/2023

   
  Complaint: 18684508
  
  I am rejecting this response because: This is not a response, it literally says "we will not respond to your circumstance on this website" Then it says to "To better assist you and fully understand your experience, please contact us at northshoreconnect.org or call us at ************ to talk with our **************** Team", which I have done for the past 6 weeks with no response. The lack of response is the reason I brought this issue to the BBB. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:12/28/2022

  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.

  NorthShore billed the wrong insurance (a PPO that was cancelled) for a September 15, 2022 Neurology bill in the amount of $406.00. The correct insurance was my ***. I called NorthShore numerous times over several months to tell them to bill the *** not the **** No matter how many phone calls and emails I sent them, they continue to bill the wrong insurance. They already have my ********** *** insurance card effective 8/1/22. It is unclear to me why they wont bill the *** no matter how many times I tell them that the *** is the correct insurance.

  Business Response

  Date: 12/29/2022

  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 visit us at www.northshoreconnect.org or call us at ************** to talk with our **************** team. Thank you

• Initial Complaint

  Date:12/07/2022

  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.

  ER visit in Highland Park on 11/12/2022. My GI doctor asked me to get the ** scan done following the procedure the day before. The nurse did the blood test and sent the technician to do the *** and an X-ray of my chest? So many unnecessary tests. The tech dropped heavy X-ray screen on my left leg. I was in excruciating pain and literally had to beg for an ice pack. I had paged my GI doctor again and finally I was taken for the ** scan. At some point a different nurse came back to my room and was extremely rude and told me that Im fine and just need to take some pills for indigestion which I politely declined and asked if I can leave. She rolled her eyes and told me that I can leave and started to walk away. I had to remind her that I still have IV attached to my arm. She did remove it angrily and placed some clear tape over the punctured area. I don't believe that tape was made for human skin but I said nothing because I thought she knows what she doing. I had a rash on my arm for over 10 days. I also had to remind her that I still have *** cords around my chest and back and she rolled her eyes again and very aggressively pulled them off the sticky patches (electrodes) while exposing my naked body and not carrying about my privacy. She didn't bother removing the sticky patches and I was afraid to ask her to do anything else and just took them off myself. I left that emergency room in pain and distress from all the damages that your technicians and the nurses have caused. Nobody should be going through such an awful experience. It's just very wrong. I was told to go to ER for ** scan and nothing else. I have no problem paying that bill but I don't think I should be held liable for any other charges especially after being neglected and physically hurt and abused by your staff.

  Business Response

  Date: 12/07/2022

  Good afternoon, I have forwarded the information to the appropriate team for review and reply. Thank you

  Customer Answer

  Date: 12/12/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and would like you to come up with the appropriate resolution as soon as possible.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:11/20/2022

  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.

  My balance was $0 with NorthShore. Then, I logged into my account and saw I had an outstanding bill of $68 from an appointment last January, out of nowhere. This is a billing error. I dont owe them anything. I emailed customer service and never heard back. My balance was $0 and thats what it should be. Furthermore, I never had an appointment on that date they claimed and even if I did I always have insurance. They need to remove this incorrect charge from my account!

  Business Response

  Date: 11/21/2022

  Hello, the charge amount of $68 is for an online digital visit with Internal Medicine on 1/7/2022. The service was billed to BCBS Out of State and was denied by your insurance carrier.  For more information regarding the denial please follow up with BCBS directly.  For information about the charge log in to NorthShore Connect and review your after-summary visit details. If you have additional questions, please contact us directly at ************, Monday - Friday from 8:00am to 5:30pm. Thank you 

  Customer Answer

  Date: 11/22/2022

   
  Complaint: 18442042
  
  I am rejecting this response because:
  
  I never had an online visit in this day! This is incorrect! And its nowhere in my appointment summary. This is incorrect! Remove this now! 
  Sincerely,
  
  *********************************

  Business Response

  Date: 12/01/2022

  Hello, our records show that we contacted you on 11/28/2022 via telephone to inform you of the charge for this visit. Specific details about the visit was shared with you at that time. You can also request your ****** notes from the doctor's ****** or from you NorthShore Connect account. Thank you,  

  Customer Answer

  Date: 12/02/2022

   
  Complaint: 18442042
  
  I am rejecting this response because:

  You need to put the charge to $0. This was billed erroneously. 
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:10/28/2022

  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.

  This health care system is in severe decline. My family has lived in the community for 4 generations. My Father who is almost ****************************************************************** an ambulance and waited 6 hours to be seen. We found out that every hospital has it "speciality" so if you are admitted for one thing and develop something else, you will be transferred. My Dad spent all night in an ER bed; was transferred to another hospital for a procedure and ended up going to a third hospital to get a neurology consult. ER is used as a weigh station for patients waiting for hospital transfer. That's why ERs are always full. Someone needing emergency care has to wait an unnecessary amount of time because ERs are being misused. All this system cares about is how to make/save money. They don't care about patients. Honestly, their poor practices and policies run the risk of making patients get worse. The ********************* deserves and should demand much better care than this.

  Business Response

  Date: 11/08/2022

  Good morning, this complaint was sent to me in error.  I forwarded it to the appropriate team on 10/31/2022. I will reach out to them again. I apologize for the inconvenience. Thank you, 

  Customer Answer

  Date: 11/08/2022

   
  Complaint: 18326379
  
  I am rejecting this response because: it says the complaint was sent in error.   Was it sent to proper business.   Its North Shore University Health System.   There is no real response to my complaint. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 11/11/2022

  Good afternoon, the complaint was forwarded to Patient Advocacy at NorthShore University HealthSystem for review and a response.

• Initial Complaint

  Date:10/06/2022

  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.

  March 22 ********************************************************************************** their ***. I have ************************************* Choice POS II. I was told by my doctor's *** to call my insurer to ensure Evanston Hospital was in my network, a part of Northshore university health system as they warned the ******** was not covered by *****, but they could send to this location if it was covered. I called my insurer and they confirmed in network coverage for Evanston hospital and the *** completed the samples collection and testing through Evanston Hospital, visit # ********. (Account in question 2746421.)I checked my claims and some claims were processed and paid 100% by Aetna for this date from Evanston Hospital. However, I still received a $422 bill that was eventually sent to collections, claiming I owed for the above visit date. I called Northshore on 10/6/2022 and they stated they had my insurance information attached to the claim, but they never sent for processing. They stated they will process the claim with insurance now.How does a healthcare provider not bother submitting claims to a patient's insurance and instead send them a bill? I'm confused as to why I DO see claims submitted and paid by my insurance but Northshore still submitted a bill to me, with no itemization or codes just a general line item. Very deceptive and questionable.I guess we will see if they process the claim with my insurer as I hope. I'm very unhappy to be hassled for money by a debt collector and law office I don't owe when I confirmed coverage with my insurer and the provider failed to submit the claim. I will avoid using this *** / Northshore going forward.

  Business Response

  Date: 10/10/2022

  We apologize for the inconvenience and want to confirm the claim was filed with your health insurance on 10/07/2022. If you have any additional questions or concerns, please contact us directly at ************. Thank you