ComplaintsforDupage Medical Group, LLC

Clinic

Multi Location Business

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Initial Complaint
11/25/2022
Complaint Type:
Service or Repair Issues
Status:
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.
I still have an outstanding balance on my account with Duly for a COVID test that was done in 2021. I have spoken to multiple people over the phone in regards to this, I have MyChart messages in regards to their billing department clearing my balance but it is still outstanding. I have stopped going to Duly almost a year ago thinking that this charge was taken care of recently but received a call about this same balance I thought was taken care of!! My insurance at the time I know for a fact covered the rest since I have gotten the same test done before with the same insurance and it was covered. This is absolutely ridiculous and I can tell this is a pattern with almost every Duly patient- their billing department is an absolute mess. I will not be paying the $300 and I hope to god this was not sent to collections because its ON THEM not me!! Will never ever go back to **** and will tell all my family and friends to do the same. I want this charge FINALLY cleared from my account- this should have been done A YEAR AGO!!
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.
Initial Complaint
11/18/2022
Complaint Type:
Service or Repair Issues
Status:
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.
I went for a mammogram and the lady pushed me into the machine at the duly health care place I think they should have someone go there and check them out in ************ **
Business response
11/21/2022
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
10/23/2022
Complaint Type:
Service or Repair Issues
Status:
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.
On 5/272022, I visited ***************************** when we decided to proceed with a Kyphoplasty procedure. **************** said his scheduler would obtain all the required approvals from my insurance and would call me when obtained to schedule the surgery. A few days later I got the call and we scheduled the procedure for June 7 at the ************************************ Which I then had done.On July 11, I received an *** from my insurance company (BCBS/Anthem) showing they had denied a $14,962.57 line item of the claim stating **** had not obtained Pre-approval. The *** added that because Duly is an in network provider, I am not responsible for this charge. I have attached screen shots of the *** and the reason for denial.However, **** did send me a bill for this amount claiming it was my responsibility. I called insurance and asked what could be done. They told me to contact **** to resubmit with all information, This began a three month (so far) ordeal of trying to get any information from Duly. This included over a dozen calls to ************************** and Patient Experience. It also included two letters to Billing sent via their patient portal. The original answer was they would elevate and I should hear back within 2 weeks. I never heard back. Follow-up calls always gave me some version of the same answer saying they need more time. At one point I spoke again with insurance. They Faxed Duly for the records but never got a response either. I have attached a PDF with detailed notes I kept (4 pages) of all these attempted communications.I did receive yesterday a response to one of my patient portal letters from over a month ago in which I explained all the times I've called and with no results. Their reply was to call customer service. I have also attached a screen shot of this conversation.
Business response
11/09/2022
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
09/28/2022
Complaint Type:
Billing Issues
Status:
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.
Dupage medical group acct #******/invoice #********* . ************/************ ************************* ************/************ I had cataract surgery on 9/23/20 I never received a bill thus assumed insurance covered in full I was working w/a lender to pre-qualify for a mortgage for an investment property when My lender notified me that my credit score had decreased I researched and found that I had been sent to collections in July of 2021 in an amount of $1520.00 (Nationland Collections) by Dupage Medical Group for unpaid balance from surgery I contacted Dupage Medical Group and confirmed they had sent the bill to an address that I had not lived at for many years. They also insisted they called me but we havent had a home phone for many years. I explained that I had received bills from Dupage Medical Group (now duly health and care) on two other accounts (****** and *******) so they have all of my current information and address.Duly Health agreed that they had made a mistake when they mailed the bill to my prior address They agreed to remove me from collections, reduce the amount of the bill in a amount of $520.00 For my troubles which left a balance of $1000.00 for which I paid that day. They also agreed to *****************.As of today my credit has not been restored.My credit was 825 and has now reduced to 719 I have zero late payments, credit usage is 25%I am requesting that the BBB work directly with Duly Health and Nationland Credit to restore This has caused undue stress and time away from work. This has also impacted me financially which I have consulted with an attorney. Its as simple as Duly not referencing my other accounts for which they would have identified my current t address before sending me to collections..
Business response
10/04/2022
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
09/12/2022
Complaint Type:
Billing Issues
Status:
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.
Both my husband and I have the same issue. The doctor ordered lab work based on a diagnosis, but some of services were not covered by insurance due to no diagnosis codes being submitted by Duly (DuPage Medical Group). I called billing, who told me that I needed to contact the doctor's ******* After talking to a nurse at the ******, she stated that there were diagnosis codes, and the doctor would need to update and resubmit to insurance. But nothing happened. I emailed my doctor and receive a response from someone in the ****** telling me that it is a billing issues and to call billing. After being bounced back and forth, again someone from the doctor's ****** said that they would send in the diagnosis codes to insurance. I checked with insurance and this never happened. When I went for a doctor visit, I brought the paperwork to show my doctor and ask him directly. He said that there is a diagnosis, but there is nothing that he can do. He stated that he has nothing to do with communication with insurance and to speak with the ****** manager. After a couple of attempts to reach the ****** manager (at the ****** and via phone), I received a call from the ****** manager's assistant because the ****** manager was busy. She took some notes and said that she would get back to me. No response. In the meantime, the bills have been sent to Collections. I called the 855-TELL-DMG number and was told that since it is in collections, there is nothing that they can do. How do i get someone from the doctor's ****** to update their claim to reflect these were not screening labs and were ordered due to diagnosis. This is now negatively affecting my credit report! Duly (DuPage Medical Group) needs to resubmit to insurance for payment.
Initial Complaint
08/22/2022
Complaint Type:
Service or Repair Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
Since DMG became "Duly" their claims filing and customer service has become a nightmare. 9/10/21 Duly implanted a birth control patch into patient. Duly failed to pre certify benefits and Duly failed to file proper insurance claims. Their customer service is a disaster. It is impossible to reach knowledgeable billing reps at Duly. I ended up engaging HA - Health Advocate (a vendor specializing in med billing dispute resolution). HA advised **** should have filed a claim with 1)BCBS for doctor visit portion and with 2)*** for the birth control patch. I have also followed up with both BCBS and ***. BCBS advised they have paid their portion of claim for the doctor visit and referred me to *** for the birth control patch. *** has failed to pay the outstanding balance of $1266 since it was done at doctor ****** and since they do not have a pharmacy claim for the patch. *** referred me back to BCBS.Early on a representative at Duly stated 1) they would waive the outstanding balance of $1266 for the birth control patch. 2)Then another Duly rep subsequently told me they would waive the $1266 charge, IF i filed a claim with *** and it was denied. After completing this additional work and providing proof of the *** denial, **** failed to follow thru on their prior promises. To make matters worse **** transferred this disputed $1266 balance to NCC (a collection agency). They did this despite being advised repeatedly that this was a dispute (and was an issue they had created.) In addition they were informed of same by ** , the 3rd party vendor I engaged in assisting with this dispute..
Business response
10/07/2022
We are continuously striving to improve our processes at Duly Health and Care and place our patients at the center of everything we do. We look forward to working with you further towards a resolution while we investigate. 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 ******************************************** for prompt resolution of any questions or concerns.

Thank you!
*********************************
Manager, Patient Advocacy
Customer response
10/07/2022

Complaint: 17753259

I am rejecting this response because:
Duly (DMG) has failed to address the dispute. I have called Duly multiple times before and they have failed to address the dispute. They are extremely difficult to contact and when you reach a representative they are not knowledgeable.

Sincerely,

***************************
Business response
10/12/2022
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.
Customer response
10/13/2022

Complaint: 17753259

I am rejecting this response because: **** failed to pre certify the benefits and notify my daughter of the applicable costs. My daughter would have no way to know the health insurance procedure codes to submit to insurance. I verified with BCBS insurance that Duly never checked to confirm the benefit levels for these 2 procedures which are in dispute. Both of these procedures would be considered outpatient surgical procedures.

I also verified with BCBS that other PPO providers do submit procedure codes to BCBS in advance so that they can provide accurate fee information (co-insurance) BEFORE any procedure is done so that patient can choose to proceed knowing thier coinsurance $ amount which will be due, or choose another option which is covered.

In addition BCBS has indicated they have had a significant amount of billing dispute complaints since Duly acquired DuPage Medical Group. Duly has false and disreputable practices regarding their insurance pre certification, patient notification and associated billing.

SInce both of these procedures involved birth control procedures, Duly just ASSUMED these procedures would be covered as part of ACA / Obamacare regulations (instead of verifying coverage with BCBS insurance up front).

Sincerely,

***************************
Initial Complaint
08/08/2022
Complaint Type:
Billing Issues
Status:
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.
Dupage Medical Group (Duly Health) has consistently violated the terms of the agreement with my Insurance Provider, ***************** Blue Shield/UC SHIP ************************ Plan, by randomly changing co-pay amounts. They have adjusted some of the over-payments, but not all. Over the past year they have sent threatening bills to the house (which are incorrect) that state that they are sending me to Collections if I do not pay the full amount in 10 days. When I or Anthem together attempt to contact the billing department we are never connected with anyone and cannot leave a message. Furthermore, there is not an email address in which this problem can be addressed. I would like the BBB help in reaching the billing department to discuss why they have changed co-pays on their own multiple times, and to request a full audit of their billing to me.
Business response
08/09/2022
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
08/02/2022
Complaint Type:
Service or Repair Issues
Status:
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.
Ever since Dupage Medical Group changed to Duly Healthcare they have indulged in unethical practices. They have Stopped seeing sick patients in office and sending us all to *************** (claiming no availability of appointments in the next 10days)! These ********* care centers are run by them, and they end up collecting more money from patients well as insurance if the sick crowd is diverted there. For months I have tried to get in but never succeeded in seeing my PCP or anyone at our medical building for any sickness. So we pay $75 for each immediate care visit instead. And DULY makes more money!!!! It us a racket!!! I strongly urge the business to curb unethical practices like these and people to find other caregivers. The bigger the business gets the immoral it is. And Duly is acquiring small practices rapidly. Soon consumers will have no alternative. The Govt needs to step in!
Business response
08/09/2022
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
07/25/2022
Complaint Type:
Service or Repair Issues
Status:
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.
I recently used *************************************** at ************ Hospital in *********, **. ******* the business manager claim they have sent me a **** which I never got and now they put me in collections and tacked on an additional fee saying I wasn't communicating. I never received the **** and called the office saying I wanted to pay whatever was required of me but I also wanted it resubmitted to insurance. They said they wouldn't do that and it's not their responsibility. They are putting me in collections even though they did not communicate the **** cost and now claim i owe more. This is office has shady practices, miserable people and do not communicate effectively. I would like this to be removed from collections and remove the additional fees associated to my account. This is unacceptable practices and they should not be able to treat people this way.
Business response
08/04/2022
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
07/25/2022
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On 06/16/2022 DHC is claiming I owe them a $125.00 no show fee because their employee "Giselle ** incorrectly scheduled a telephone visit as a video visit. I did not miss any appointments on 06/16/2022 because my visit was a telephone visit with my provider. DHC made a $179.00 claim 02022171506J7330X on 06/16/2022. The resolution I seek is for DHC to remove the incorrect charge of $125.00 no show fee since obviously I did not miss this appointment.
Business response
08/04/2022
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.
Customer response
08/07/2022

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.

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ComplaintsforDupage Medical Group, LLC

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