Complaints
This profile includes complaints for Oak Street Health/Corporate's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 27 total complaints in the last 3 years.
- 14 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:07/08/2025
Type: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.
Oak street health was to fill out paperwork confirming that I am a type 2 diabetic and fax it into a *********************** They did not and my health insurance and flex card was cancelled as a result.
Business Response
Date: 07/15/2025
Upon further investigation, the chronic condition form has been completed by the provider and successfully faxed over to Zing. A copy of the form has also been provided to patient for their records.Initial Complaint
Date:06/06/2025
Type: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.
Oak Street health refuses to give *** ***** his Behavioral Health medical ********** has been 2 weeks since *** ***** requested his medical records and *** ***** has to deal with rude **************** at Oak ********************** Health that keeps telling *** he will get the records within 24 hrs . Everyday the customer service says this to *** and refused to let *** Speak to a ********************** make Jokes and refuse to deliver his medical records on time . Sometimes taking 2 months .When the patient gets upset and aggravated all the jokes cease .I need my Behavioral Health Documents and It is important AsapBusiness Response
Date: 06/12/2025
Our team has made multiple attempts to contact *** ***** regarding the updated Release of Information form and treatment of clinic staff. However, yesterday he did go into the clinic and sign the updated Release of Information form. We were able to expedite the process and have emailed all his behavioral health records requested. We are still attempting to connect with him to discuss the concerns he shared regarding his experience with clinic staff. Oak Street Health's mission is to deliver an unmatched patient experience. We strive to achieve this at every visit.Initial Complaint
Date:05/16/2025
Type: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.
Oakstreet Health let my mom die on August 2, 2022 because she didnt have good health insurance she couldnt get the cure for COVID-19 then. They are stalking me by calling all the time in ********** and they wont give me a new doctor at all and they wont let me leave there to get a new doctor I hate ******* ******-****** because shes only interested in my medical insurance right now,she doesnt listen,she plays with her phone at the appointment and the driver for Oakstreet Health was at my house this morning for 30 minutes extra too. I feel like since Oakstreet Health combined themselves with CVS Pharmacy in ************ they only want to push medications to patients right now.Business Response
Date: 05/21/2025
Hello! Our team has tried multiple times over the last 6 months to get in touch with the patient. The patient has canceled or "No Showed" all appointments since 8/23/24 including an appointment she requested for 5/16/2025. The patient is also non compliant with prescribed medications. Per the provider, she will not prescribe any new medications until the patient is seen for an appointment. The office staff have called the patient to attempt to reschedule, but have been unable to speak to the patient as she either will not return calls or answer her phone. When we received this complaint, our team attempted to reach the patient 3 times with no success. At this time, the issue cannot be resolved unless the patient was willing to respond.Initial Complaint
Date:02/26/2025
Type: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.
Complaint: 22992853
I am rejecting this response because Oak Street did nothing to resolve the complaint, and there is no other option. If I accept their explanation, it appears that they acted to reach a resolution, and this did not happen. The first billing was dated October 22, 2024, and this is the bill that I took to the ** manager last year. The account has a zero balance as of 3/5/25 because I contacted Quest on 3/5/25 and spoke with a supervisor who reviewed the accounts and the **** that I forwarded. Due to coding errors by Oak Street, one bill was rejected and another was only partially paid by the insurance, and that was never resolved. I was able to get the account cleared because I sent Explanations of Benefits from Anthem stating that I was not responsible. I had also given these EOBs to the Patient Relations Manager who took no action. Calls to Oak Street in this regard resulted in a message being taken by the call center and a promise to have someone return my call. The last time I called, I was connected to the PR manager who seemed annoyed and said she was with a patient and would call me back. That never happened. The bill has not been paid by insurance, and it still might need to be addressed again if the coding problem is not remedied. This service was performed on 8/2/24, and it should not take this long to get a claim resolved. Actions of this nature only create a hostile environment for patients, and that is unfortunate. I will consider the matter closed. Thank you BBB for your assistance. I don't believe there would have been any follow up at all by OS without your intervention.
Sincerely,
****** *******Business Response
Date: 03/12/2025
Per the Patient Relations Manager, she contacted Quest and as of 03/05/2025 the patients bill has been reduced to $0.Initial Complaint
Date:02/01/2025
Type: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.
Five weeks ago, I contacted Oak street Health to schedule an appointment. I chose January 31, 2025, at 2:20 p.m. with physician **************** During the scheduling conversation, I specifically requested wheelchair transport. I was assured that there would be no problem and that my request for wheelchair transport would be noted and provided. At 2:23 p.m., on January 31 2025 I received a call from an Oak street Health representative informing me that they were outside my residence to provide transportation for my 2:20 p.m. appointment. I informed the representative that the vehicle did not appear to be wheelchair accessible. The representative replied that they would need to check if the wheelchair could be accommodated. I was wheeled outside to meet with the Oak street Health representative, but by the time I got outside (in the rain), they had already left.Business Response
Date: 02/03/2025
Hello - Thank you for bringing this to our attention. We reviewed what happened and found that the patient was scheduled for a Welcome Visit on 1/31/2025, and the representative did not schedule transportation for this patient at the time of appointment. Education and training has been provided to the team supervisor for understanding. The patient was rescheduled, and completed his Welcome Visit today 2/3/2025, without complications. The patient is also scheduled to return for a 1st Wellness Review Visit on 3/5/2025. Please, let me know if there are any further questions or concerns, happy to help!Initial Complaint
Date:01/10/2025
Type: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 been here in ******** for a month and a half now but away from ************** for Two months due to personal family issues I called ****************** for one time refill until I established a PC here in ******** and was told no then they went on to tell me it was per ****** request being she is the one that can approve medication and was my PC well no she isnt I see ****** I only saw ****** one time due to ****** being out of office and asked if I could get corporate number they first told me they dont have it then the rep **** told me she would have to go up front to get it and it would be a little bit only to find out she switched me to a supervisor well while explaining to thesupervisor what was going on she slips up and says she can send a message over to the team which is why I was transferred to her in first pace I thought but when I asked her for corporate number she slips and tell me that I was transferred to service complaint center???? Which her name is ****** by the way but she could not give me corporates number or should I say didnt want to I am bipolar have bad anxiety PTSD and polynueropathy along with scoliosis and I have been off my meds for 2 months I also never received a letter stating that ****** was my new PCPBusiness Response
Date: 01/16/2025
Hello, thank you for taking the time to share your experience with us. Our goal at Oak Street Health is to deliver an unmatched patient experience. Were happy to hear that your care team was able to reach you and help you make an action plan. Please reach out to your care team if you need any further assistance.Initial Complaint
Date:12/17/2024
Type: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.
Complaint: 22698505
I am rejecting this response because: Oak Street Health is being nor responsive. When I needed their help, they refused to put me through to my local provider. Then. they didn't return my calls as they promised. They now are saying we are good guys and give us a call, REALLY.
Sincerely,
******* ******Business Response
Date: 01/02/2025
Hello, thank you for taking our call. Oak Street Healths mission is to deliver an unmatched patient experience. If we can assist you any further, please contact us at **************.Business Response
Date: 01/17/2025
Hello, thank you for taking our call yesterday. Oak Street Healths mission is to deliver an unmatched patient experience and we take your concerns very seriously. If we can assist you further, please don't hesitate to reach out.Customer Answer
Date: 01/20/2025
Complaint: 22698505
I am rejecting this response because: Oak Street phoned me several times trying to make another appointment with my wife. I told them what they did and made no appointment. Their response was similar to their lack of responding to a medical problem, ridicules. They have a flaw in how they handle patients request. Because of this, patient can experience serious preventable outcomes.
Sincerely
******* ******Initial Complaint
Date:11/26/2024
Type: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 am extremely disappointed with the scheduling issues at this location ( ********************** Street). In November, a doctor's appointment for my father was canceled while we were already en route because the physician was unavailable. We rescheduled, only to arrive at the office for the new appointment and be told again that the doctor wasnt available. What makes this worse is that I received several reminder calls confirming the appointment, so this was completely ************* add to the frustration, I was told in person that I had been added to the system to schedule appointments for my father, but Im now having trouble rescheduling his next appointment for December 3rd. On top of that, theres no way to contact the office directly to resolve these issues, which is a serious problem.These repeated scheduling issues are not just inconvenientthey're costly. I had to take time off work and drive 45 minutes to this facility, and my father, a senior on a fixed income, had to drive nearly an hour. His prescriptions are now about to expire because he hasnt been able to see his doctor for a check-up.While we love the care the doctor provides, the scheduling and communication at this office need serious improvement. I hope this review helps bring attention to these issues, as patients deserve better.Business Response
Date: 12/02/2024
Hello, thank you for taking the time to share your experience with us. Oak Street Healths mission is to deliver an unmatched patient experience. We take your feedback very seriously and are looking into this matter.Initial Complaint
Date:10/23/2024
Type: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.
Complaint: 22463204
I am rejecting this response because: The registration person indeed take my social security number. I have contacted *** Civil Rights and filed a complaint! Maybe I need to contact a attorney in this matter.
Sincerely***** Wyatt
Business Response
Date: 10/31/2024
Hello and thank you for reaching out. We take your feedback very seriously. We'd like to hear from you and we've tried to reach you but unfortunately, we have been unsuccessful. Please know, we do not have record of your social security number and do not request this information from our patients. If you'd like to speak with a teammate, please give us a callback.Business Response
Date: 11/18/2024
Hello, thank you for your response. Our goal at Oak Street Health is to deliver an unmatched patient experience. I am asking a team member to reach out directly to discuss your concerns.Initial Complaint
Date:10/17/2024
Type: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.
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,
***** ********Business Response
Date: 11/14/2024
Hello, please know that this has been resolved and your phone number has been removed.
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