ComplaintsforDupage Medical Group, LLC

• Initial Complaint

  11/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went in for an urgent care visit on 11/21/2022 at the location at **************************, saw ********************************. I had already met my in network healthcare deductible PRIOR to this visit; The visit wasn't processed for five months for some unknown reason and the first bill I received for this DOS was in April of 2023. The bill was for $157 claiming the doctor was not/is no longer a duly physician and it was out of network. Even though I was at Duly facility being treated by a Duly physician at their urgent care. He was a Duly physician at the time of service. I don't know what happened from November to April; maybe he left Duly sometime after my date of service, as he is no longer anywhere on Duly's website or list of physicians. After contacting United Healthcare and Duly I was told **** made a mistake when submitting the claim. **** resubmitted the claim under a different doctors name who did not see me on that date of service, but a different doctor who I saw a month later, *******************. United managed to get everything corrected, sent me and Duly the updated Explanation of Benefits that showed I had previously met my deductible for that date of service and that all I owed for that claim was $30. I went back to **** explaining all of that, they said they had no received and EOB or check from United and that I owed the $157. I paid it only to avoid going to collections. Expecting to be reimbursed when the claim was corrected. I spoke again to Duly and United Healthcare on September 16th; United confirmed they were sending Duly a check for the contracted amount to pay for the visit and send the explanation of benefits again. However, **** is claiming they have not received any EOB or check from United HC. Point being, they are submitting saying I saw a doctor I did not see, because the doctor I saw no longer works there, and they will no reimburse me for the amount I did not owe them, but still got billed for. Duly/Dupage is a disaster of a healthcare system.

  Business response

  12/01/2023

  We are continuously striving to improve our processes at DuPage Medical Group and place our patients at the center of everything we do. Please accept our apologies for the dissatisfaction you experienced. Thank you for sharing your concerns regarding your recent experience. 

  Customer response

  12/02/2023

   
  Complaint: 20881985
  
  I am rejecting this response because:

  it doesnt give reason or resolution to the issue. 
  
  Sincerely,
  
  ***********************

  Business response

  12/05/2023

  Please see response attached.

• Initial Complaint

  11/07/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Duly Medical Care (formerly DuPage Medical) does not follow federal law and does not publish the costs of its services on line. It does not state to its patients the costs of services such as referrals, consulting fees, and surgery. I am requesting that **** be made to create a menu of all services and have this information published on line according to federal law.

  Business response

  11/09/2023

  We are continuously striving to improve our processes at DuPage Medical Group and place our patients at the center of everything we do. In order to protect the privacy of healthcare information, we encourage all visitors, patients, and contractors to reach out to us at 855-TELL-DMG or ******************************************** for prompt resolution of any questions or concerns. Additionally, we recommend patients use the estimation tool available in their patient portal to obtain information regarding costs for services.

• Initial Complaint

  08/15/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unresolved

  More info

  Where do I begin??? I've been with DuPage Medical Group for years, which became ***************** I believe the name change must have been to avoid lawsuits or complaints and instead just start over, but that's just my opinion.My original primary doctor was changing offices/specialties and I needed to find a new primary doctor. In their infinite wisdom Duly set me up with a doctor that only deals with urgent care, who cannot ever set up regular office visits... Once I finally got a new doctor set up, I was kept waiting for over 30 minutes for my initial appointment. I got very angry and wanted to know why the staff was not updating me or bringing me to the back. I received an apology from the doctor through mychart, but at that point the tone had been set. It's happened multiple other times since then and the staff doesn't care. They talk about everything that they have going on outside of work and don't think twice about wasting people's time. I've filed multiple complaints after reaching out to their patient experience line, but no follow up is ever done. They like to give you the run around and try to get you to burn yourself out by telling you only the person who took your complaint can help you, but wouldn't you know they're out of the office for days/weeks at a time and a manager is incapable of ever calling you back. I've now had issues at the primary doctors office, the urologists office where I never even got back to see them after waiting again for 30 minutes with no updates. I noticed a woman waiting for over an hour, pacing, asking for updates and she was seeing the same doctor I was. They told her "the doctor only has 1 room, that's why uts taking so long." ??? What kind of explanation is that? They make the patients request updates and start getting angry instead of preemptively giving updates. Today was the most recent and frustrating experience with the cardiologist. 30 minutes of waiting, 3 minutes being seen and passed off by him. What a joke

  Business response

  08/30/2023

  We are continuously striving to improve our processes at DuPage Medical Group and place our patients at the center of everything we do. In order to protect the privacy of healthcare information, we encourage all visitors, patients, and contractors to reach out to us at 855-TELL-DMG or ******************************************** for prompt resolution of any questions or concerns.

  Customer response

  08/30/2023

   
  Complaint: 20473173
  
  I am rejecting this response because: this is the standard, generic Duly response. I've already contacted the joke of a patient experience department and they are completely useless. They cannot and will not help in any way, they cannot understand or comprehend what you tell them, they show no initiative or take any accountability for their inaction. I knew that **** would give a generic response because they don't read these comments or complaints, they just have a prepared response and try to ignore it or sweep it under the rug. If they actually cared, like their advertisements and recordings on the phone lead you to believe, then they would actually work on fixing the issues. However, that would take away from their profits, require work and show that they care about their patients, which clearly they do not.

  Apparently, in an industry where communication is of the utmost importance, the people employed at Duly barely do the bare minimum and have no comprehension or listening skills. Anybody who has ever had the misfortune of using Duly for their Healthcare provider can attest to their poor service. I would be ashamed to work at or for such a business that blatantly lies and can't help people when that is their chosen business. Truly pathetic and shameful.
  

• Initial Complaint

  08/01/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I attended an annual physical on 4/11/23 at Duly Medical Center, *******************, **********, **, *****, visiting ***************************After the physical examination, the doctor, not me, initiated a question asking if I needed a refill for my prescriptions, and I answered yes. They charged me $120.44 for their initiated question, saying that question was attributed to an Office visit outside of the annual physical visit. This is malpractice by the doctor and this healthcare facility, and it is unfair to a patient to pay for a question that he didn't initiate.Had they warned me in advance that any conversations or questions falling outside of the routine annual physical would cost me, I would have had a choice to say yes or no.I have spoken to the office manager, and she also agrees with my position. She informed me that the front desk staff should provide a written copy to the patients, warning them of situations I was not given at the time of my visit. She said, unfortunately, the charge still stands, and her hands are tied.

  Business response

  08/04/2023

  We are continuously striving to improve our processes at DuPage Medical Group and place our patients at the center of everything we do. In order to protect the privacy of healthcare information, we encourage all visitors, patients, and contractors to reach out to us at 855-TELL-DMG or ******************************************** for prompt resolution of any questions or concerns.

  Customer response

  08/04/2023

   
  Complaint: 20405688
  
  I am rejecting this response because:

  I have already contacted that group and the person in that team showed no interest in my concern.

  His response was, I need to speak to that medical center and the doctors team!

  It comes across this is their mode of operation to tire the customers by passing them from one group to another.

  I require a direct response from this business to explain and address my issue raised with BBB. 

  Sincerely,
  
  *******************

  Business response

  08/04/2023

  Due to federal HIPAA and state regulations and because we take the privacy of our patients seriously, DuPage Medical Group (DMG) is unable to confirm publicly whether this comment came from one of our patients by disclosing a specific resolution. Instead of risking disclosure of private information on this public website, DMG recommends that all of our patients reach out to us at either 855-TELL-DMG or *********************************************

  Customer response

  08/07/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I had a call from their customer relations manager (*****), stating that they will be removing the charge for the office visit. It should take effect on 8/11.
  
  Sincerely,
  
  *******************

• Initial Complaint

  07/19/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Dear ***/*****,I am writing to file a formal complaint against Duly Medical Department regarding ongoing authorization and billing issues related to physical therapy services provided to me between October 22, 2023, and November 24, 2023. Despite my continuous efforts over the past three years, the services rendered during this period have not been paid due to a lack of proof of authorization.Since the conclusion of my physical therapy sessions, I have diligently requested that Duly Medical Department submit the necessary paperwork to my insurance company to ensure prompt payment for the services received. However, despite numerous follow-**** the matter has remained unresolved, causing significant stress and financial burden on my end.During my physical therapy sessions, I was informed by my physical therapist, *****************************, that the necessary authorization had been obtained from my insurance company. I trusted this assurance and expected the services to be covered at 100%, as outlined in my insurance policy. Unfortunately, this has not been the case.To date, I have already paid approximately $350.00 toward the total bill of $4,403.62. Despite my willingness to fulfill my financial responsibilities, the lack of cooperation from Duly Medical Department in providing the required proof of authorization has made it impossible for me to settle the outstanding balance. I kindly request that the Better Business Bureau conducts a thorough investigation into this matter to determine the reasons behind the failure to submit the required authorization paperwork.Thank you for your attention to this complaint, and I look forward to a timely response.*********,***************************** ************************* ************

  Business response

  08/04/2023

  We are continuously striving to improve our processes at DuPage Medical Group and place our patients at the center of everything we do. In order to protect the privacy of healthcare information, we encourage all visitors, patients, and contractors to reach out to us at 855-TELL-DMG or ******************************************** for prompt resolution of any questions or concerns.

  Customer response

  08/08/2023

   
  Complaint: 20344326
  
  I am rejecting this response because:  They did nothing to support me in trying to get this bill paid.  The only thing I needed from them was authorization so that the insurance would process this bill.   I made over 30 phone calls, some of those calls were with my insurance company, and was dismissed the same way I am being dismissed in this response email.  I want this bill paid in full or eliminated by **** since it was their fault that I am dealing with this.  They did not do their due diligence and follow up and give me the proper documentation for authorization.  This is all that was needed.  
  
  Sincerely,
  
  *****************************

  Business response

  08/08/2023

  Due to federal HIPAA and state regulations and because we take the privacy of our patients seriously, DuPage Medical Group (DMG) is unable to confirm publicly whether this comment came from one of our patients by disclosing a specific resolution. Instead of risking disclosure of private information on this public website, DMG recommends that all of our patients reach out to us at either 855-TELL-DMG or *********************************************

  Customer response

  08/09/2023

   
  Complaint: 20344326
  
  I am rejecting this response due to the lack of support in addressing my bill payment concerns. Despite needing only authorization for insurance processing, I made over 30 calls, including with my insurance,receiving dismissive treatment like this email. I request Duly to either fully pay or eliminate the bill, as their failure to provide necessary authorization documentation led to this situation. Their inadequate follow-up and diligence caused unnecessary hardship.
  I've reached out to the provided phone number and website,and their response indicated that the decision is unlikely to be reversed. My attempts to contact them have yielded this discouraging outcome.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  03/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted the billing department for cost of a procedure (I was given code by my doctor) to see what the cost would be. I called and also submitted in writing and both estimates weee the same at $25 for the billing code I was given. I also knew that would not be the charge of the doctor. I just got my bill and they charged $1500 before insurance. Their language discusses estimates may be different if service is changed. My service wasnt changed and straight forward. I was shocked at the **** % increase in price. **************** in billing and ********* and customer service would not help despite my letting them know that this is like fraud and regulations dont support this type of business practice.

  Business response

  04/03/2023

  We are continuously striving to improve our processes at DuPage Medical Group and place our patients at the center of everything we do. In order to protect the privacy of healthcare information, we encourage all visitors, patients, and contractors to reach out to us at 855-TELL-DMG or ******************************************** for prompt resolution of any questions or concerns.

• Initial Complaint

  02/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Duly is Bully! Established patients are billed as new patients. On 11/23/22, both of my kids saw *************************************** for a sick visit due to our pediatrician *************************************************** unavailable. I was confirmed by scheduling staff that we wouldnt be billed as new patients to see **************************. But the bill statement: 1. both of my kids billed as new patients: $235 each; 2 lab work bill (strep, covid and rsv tests) denied by our insurance company because no valid evidence to show medical necessary-$448 unpaid. 12/22: I called Duly billing department and ************** and talked to a nurse. She admitted the mistake that my kids were billed as new patients and would talk to the doctor to change it and call me back. I received no calls after.1/23: I made calls to ******* office about 20 times and finally made to a nurse on 1/20/23. She insisted no mistake. ************************** said over the phone: my kids were new patients to her because she didnt know *************************, she was in different location and departmentI lost all my confidence and belief in Duly: not only reps but also a doctor could be this ignorant and unprofessional! I called Patient Experience to make my last attempt. Ironically, ************************** called me and left me a message at 5:59pm on that day 1/20/23. She claimed that my kids were NOT billed as new patients and their billing department would fix it. Both are 100% LIES. Till today, my kids are still billed as new patients! Nobody ever called me or fixed anything!Around 9am on 2/21/23, **** called me to pay off our bill. The ONLY one call I ever got. Apparently **** only wants money.This wrong bill is due 2/27/23. I wont pay it especially after ************************** herself claimed my kids were NOT billed as new patients even though its a lie. I do have her voice message if ever needs an evidence. If this bill goes to debt collectors, ************* I request: correct 11/23/22 visit **** and lab work bill. Please stop Duly being BULLY.

  Business response

  02/28/2023

  We are continuously striving to improve our processes at DuPage Medical Group and place our patients at the center of everything we do. In order to protect the privacy of healthcare information, we encourage all visitors, patients, and contractors to reach out to us at 855-TELL-DMG or ******************************************** for prompt resolution of any questions or concerns.

  Customer response

  03/03/2023

   
  Complaint: 19491276
  
  I am rejecting this response because:

  
  

  As today 3/3/23, my account on dupagemd still shows new patient charges for both of my children and same charge for lab work. Its exactly the same as before. No change has been made on my account. I continue requesting correction to my childrens bill both office visit and lab work. 
  
  Sincerely,
  
  *****************

  Business response

  03/14/2023

  We are continuously striving to improve our processes at DuPage Medical Group and place our patients at the center of everything we do. Please recheck your account. In order to protect the privacy of healthcare information, we encourage all visitors, patients, and contractors to reach out to us at 855-TELL-DMG or ******************************************** for prompt resolution of any questions or concerns.

• Initial Complaint

  01/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 29th my wife has an office visit with nurse practitioner ************************* billed to BCBS both an office visit E/M of ***** and a physical exam CPT of ***** using diagnosis code D48.5. The claim information was as follows: *****, defined as PERIODIC COMPREHENSIVE PREVENTIVE MEDICINE REEVALUATION AND MANAGEMENT OF AN INDIVIDUAL. ESTABLISHED PATIENT; ***** YEARS. I reviewed the clients 2022 claims in IBCs system. A claim for date of service 03/29/2022 for total charge $ ****** processed in network on 04/06/2022 under claim number ***********. There were three CPT codes on the claim, one was ***** for $ ******. The allowed amount of $ ****** was paid, the client responsibility on this charge was $ ****. However, the diagnosis code was the non-routine code of D48.5.I believe that a wellness visit ***** should not have been submitted or paid for this DOS. ****************** is dermatology specialist and should not be able to submit a physical exam CPT code. If her documentation was pulled for this date I am positive it would not reflect billing both ***** and *****. My primary care physician saw me for my annual physical exam on November 14th and it was denied as this service cannot be performed more than one time in calendar year. Duly Health and Care is now billing me $261 for the November physical exam. Furthermore, I have made multiple attempts to contact the providers office directly and their customer service to rectify the issue and have been unsuccessful.

  Business response

  02/06/2023

  We are continuously striving to improve our processes at DuPage Medical Group and place our patients at the center of everything we do. In order to protect the privacy of healthcare information, we encourage all visitors, patients, and contractors to reach out to us at 855-TELL-DMG or ******************************************** for prompt resolution of any questions or concerns.

  Customer response

  02/07/2023

   
  Complaint: 18716506
  
  I am rejecting this response because: I have contacted Duly health several times and they say they will fix the issue and do not
  
  Sincerely,
  
  *******************

  Business response

  02/09/2023

  We are continuously striving to improve our processes at DuPage Medical Group and place our patients at the center of everything we do. In order to protect the privacy of healthcare information, we encourage all visitors, patients, and contractors to reach out to us at 855-TELL-DMG or ******************************************** for prompt resolution of any questions or concerns.

• Initial Complaint

  12/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have Multiple Sclerosis and have been on Ocrevus infusions for over a year.I need this treatment as my MS is progressive. I've tried MULTIPLE times to schedule my infusion with DuPage Medical Group/Duly Healthcare to no avail. My sister ******************************* is authorized to handle any of my medical issues/records and she has tried scheduling this PAST DUE INFUSION as well. We keep getting the runaround and time is running out as I need to use my grant ***** for this expensive medication BEFORE THE END OF THE ***** Also, it is I was due for an infusion in November, and missing it is putting my health in further jeopardy. ******* (authorized caregiver) was told misinformation by ************** that she is not authorized on my medical acct. then told by *** that she is on the acct. and that *** would call back to schedule and never did. We need assistance in this matter ASAP and I need to get into the infusion center no later than 12-31-22. Your help in this matter is greatly appreciated! Thank you- ********************************

  Business response

  12/28/2022

  We are continuously striving to improve our processes at DuPage Medical Group and place our patients at the center of everything we do. In order to protect the privacy of healthcare information, we encourage all visitors, patients, and contractors to reach out to us at 855-TELL-DMG or ******************************************** for prompt resolution of any questions or concerns.

• Initial Complaint

  11/29/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 10/17/2022, my son *** had a dermotology annual skin check with *************. This was billed as an annual physical, coded ******. Because *** had already had an annual physical, this was rejected by insurance, and they asked that it be submitted as a dermatology visit. *** called our insurance, BXBS and also the blling office on 10/25, twice on 10/26, and on 10/27. **** told us they had reviewed the charge, and they were correct. Our insurance told us that this was covered, and would be paid as soon as the charge was submitted with a dermatology code. Our insurance agent called and talked with ************, who again refused to resubmit the charge. On 11/2 ***************************** called the billing office, and asked to talked to a manager. None was available and a call back was promised. There was no call back. ******* also submitted an onine request for review by customer ********************, online. There was no response. On November 9th there was still no response so ******* called the manager of dermatology. The manager called back, saying that the issue was resolved, and the charge would be resubmitted as a dermotolgy visit, and stated she had talked with the billing department and the ****************** Today 11/29 *** received a call asking for a submission of the original charge, and they have indeed submitted an office visit - from 2021, that was already paid for last year, and have added that charge to the bill. The first mistakenly coded charge has not been resubmitted to our insurance. Invoice reference *********. So we now have one visit that should have been resubmitted, and is fully covered by our insurance, plus a visit that was previously paid on the new invoice. *** called the biling office and was told they have checked and everything is correct. We would ask that the original mistake is corrected, and the fraudulent second charge is removed.

  Business response

  11/30/2022

  We are continuously striving to improve our processes at DuPage Medical Group and place our patients at the center of everything we do. In order to protect the privacy of healthcare information, we encourage all visitors, patients, and contractors to reach out to us at 855-TELL-DMG or ******************************************** for prompt resolution of any questions or concerns.

*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. ↩