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Business Profile

Hospital

Rush University Medical Center

This business is NOT BBB Accredited.

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Complaints

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

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    Customer Complaints Summary

    • 28 total complaints in the last 3 years.
    • 6 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/16/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      1- On July 1st, 2025, I made an appointment which was set up for December 2, 2025 2- A confirmation text showed an error the scheduling staff made about my first name; she wrote ***** instead of ***** 3- I immediately called and after waiting on line for almost one hour, I was told: "I will take care of it and I will call you tomorrow". Nobody called 4- I called 3 more times with the same wait time and the same answer: "I will take care of it", but nobody called.5- When I call the FIFTH TIME (Yes the 5th time), I was told that I need to prove my identity (which I did not have to prove it when I made the appointment). I asked to be called by a manager 6- Today (7/16/2025), I was called by the manager who insisted on me fixing the staff mistake. I suggested to show my identity when I come on 12/2/2025. The person said that this will cause problems and refused. My appointment was cancelled Conclusion: this is an outrageous behavior which originate from the BLIND SPOTS OF A MEDICAL INSTITUTION. I expect a medical "scientific" institute to correct its own mistakes and not cause a patient to call 5 times without a constructive resolution. This does not ****** trust

      Business Response

      Date: 07/17/2025

      We have reached out to the patient and have escalated the issue to the appropriate leaders. 

      Customer Answer

      Date: 07/18/2025

       
      Complaint: 23608364

      I am rejecting this response because: "rejecting" is a strong word! I have indeed been contacted by **** ****** in a very professional way and she informed me about the escalation of my complaint. Don't we all need to wait for the action taken, if any, about the complaint before we decide how to react? I can see two possible outcomes on Rush's side:

      1- We have examined the complaint and we took the following actions to correct both the situation of Mr ******** and our process that led to it

      2- Anything else

      At that point I will decide whether to accept and congratulate **** ******. So far, I have high hopes for this issue to be resolved.

      Sincerely,

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

      Business Response

      Date: 07/21/2025

      It was explained to the patient that Eye Center Physicians is a private practice and they handle their own complaints. Patient spoke with the supervisor of that private practice. She explained the process to him, apologized for the error and he became combative. **** does not have anything to do with this complaint.

    • Initial Complaint

      Date:07/10/2025

      Type:Product Issues
      Status:
      Answered
      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.
      Im trying to get a refund that was charged back on May 22, 2025, in the amount $46.00 Now they have given me a one-time curiosity for the $46.00 for June *******.But theyre refusing to refund me the first $46.00. All Im asking is for them to refund me the additional charge of $46.00 I charged back in May.

      Business Response

      Date: 07/25/2025

      Patient Relations reached out to this individual to obtain further information, but the individual did not respond. 

    • Initial Complaint

      Date:06/23/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 received care twice (5/14 and 5/28) at Eye Center Physicians, which is in Suite 906 of the Rush Professional Building at ************************************************** Center Physicians double bills their care through themselves as a private practice AND through Rush as part of their medical center. Eye Center Physicians claims that they have signs up in their office saying they send two bills, which I did not see. Even so, my primary complaint stems from the fact that Rush/Eye Center Physicians bills their care as ***outpatient hospital services***, which on most health insurance plans including mine, triples or quadruples the out of pocket costs. At no point was I informed that Eye Center Physicians considers themselves an outpatient hospital clinic, and any reasonable ****** would not believe this to be the case. They are a specialist doctor's office in a building full of doctors offices, and I do not believe ANY emergency care is done in this building. I contacted Eye Center Physicians and Rush Billing about this and their only reply was that it was billed correctly (yes, correctly according to Rush -- and those practices are nakedly unfair and deceptive). I then contacted Patient Relations, where I had some progress and understanding with the first ****** who helped me; the second ****** who called me a week later once again said it was billed correctly. I asked what recourse I had to challenge the billing as "outpatient hospital" and the ****** said "none" -- she then told me that Patient Relations *does not actually solve any issues, they just ask the clinics for information and relay that to the patient*. This was the final straw for me for filing this complaint, as I was essentially told by Rush's internal department for complaints that they categorically *do not resolve issues or take any actions*.Instead of being charged my standard $30 copay for specialist visits each time, I was billed $75. I at minimum expect Rush to adjust those invoices to $60 total instead of $150.

      Business Response

      Date: 06/26/2025

      The Eye Center is a private practice. The patient's concerns have been shared with the private practice for review and follow up.

      Customer Answer

      Date: 06/30/2025

       
      Complaint: 23506685

      I am rejecting this response because: RUSH has already given me the run-around about Eye Center Physicians being a private practice. The billing dispute is actually over the fact that RUSH bills their portion of the double-billing as outpatient hospital services and that RUSH double-bills in the first place. All the charges from Eye Center privately are actually what Id expect. The $75 copay charges are from RUSH.

      Sincerely,

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

      Business Response

      Date: 07/11/2025

      Eye Center Physicians is a private practice and that is why Patient Relations at **** is unable to resolve issues. Patient needs to reach out to Eye Center Physicians for resolution which we have informed him several times. If he remains unsatisfied, he may file a complaint with ******************** or Illinois Department of Public Health, which we have provided him with contact information.

      Customer Answer

      Date: 07/14/2025

       
      Complaint: 23506685

      I am rejecting this response because: my dispute is not re: the physicians billing claim from Eye Center Physicians, but the hospital outpatient claim, sometimes referred to as a facility fee billed by Rush University Medical Center but with no clear notice that such claims would be filed to dramatically increase my cost of care. When its convenient for them Rush says Eye Center is a private practice, but then Rushs billing department duplicates the claims and has Rush University listed as the practitioner in the insurance claim. Rush cant have it both ways, and is being intentionally misleading about the fact that my dispute is regarding the claims from Rush (outpatient hospital claims being paid out to Rush), not the claims from Eye Center (physician services, directly to Eye Center).

      Attempting to mislead about Eye Center Physicians being fully private practice is what led me to file the complaint to begin with. i expect a response dealing with the actual substance of my complaint.

      Sincerely,

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

    • Initial Complaint

      Date:03/03/2025

      Type:Customer Service Issues
      Status:
      Unpursuable
      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 in contact with your Pediatrics team since last week (Tuesday 2/2525). At that time, I told them that my sister received a referral to go through a neuropsych evaluation due to delayed development and possible autistic spectrum. I provided her info, and was told that the Psych scheduling team would be in touch with me within 48 hrs. I waited close to a week, and no call. I just called again this morning, and I was told that I was misinformed because they have a waiting list of 6-12 months, which I find ridiculous. I asked the person I was speaking with that if there was a direct line to their office to get more information, and she said no. That all I can do is sit here and wait for the possibility of something opening up within 6-12 months for them to call me. This needs to happen immediately, and we are willing to do whatever it takes. Its sad to see that such a reputable medical institution has no way of providing transparency to their patients, nor do they attempt to provide as much info as possible to the point where we have to talk to someone, for them to send a message about scheduling an appointment with a team that does not fall within their department. That seems extremely inefficient to me.

    • Initial Complaint

      Date:02/20/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      To Whom It May Concern, I am filing a complaint with Rush University Medical Center. After arriving to the Emergency Room at approximately 11:00 p.m. to seek medical care and for a shelter request....A Police Officer stated that my belongings had to be search. After my things were searched, the Officer tried zipping my suitcase closed and the zipper broke. I asked the Officer how I can be reimbursed..... the Officer ignored me. I asked for the Officers name, the Officer ignored me. The cost of my brand new suitcase is ***** dollars. The Officer stated that my suitcase was used....which is false. I would like to be reimbursed for the cost of my suitcase as soon as possible. I am homeless and injured. I have no where to live or go. I have uploaded a photos of the occurrence.

      Business Response

      Date: 03/04/2025

      Rush has reached out to the patient to obtain further information and we are investigating the complaint. 

    • Initial Complaint

      Date:09/28/2024

      Type:Billing Issues
      Status:
      Resolved
      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 had seen Dr. ****** **** on March 12, 2024 for an annual wellness visit. The visit also included my annual labs and bloodwork. As this is a annual wellness visit, my insurance should have covered this physician visit, however I am still being charged for this visit. I had informed Dr. **** to make sure that this visit would be billed properly as this had also happened to me the previous year and I had to file an BBB complaint to get it resolved. For this year's improper billing, I had, once again, messaged Rush on 3 separate occasions to have this charge cancelled. The charge has been audit and it has dropped from $51.15 to $21.15. However, my point still is that this is an annual wellness exam and should have been fully covered by insurance. I don't understand why this outstanding charge is still on my profile.

      Business Response

      Date: 10/01/2024

      Patient Relations has reached out to the patient and the billing department for complaint resolution.

    • Initial Complaint

      Date:06/05/2024

      Type:Product Issues
      Status:
      Unpursuable
      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 visited the ** on 5/17 for a hot, rapidly spreading rash. I had to wait OV** 10 hours to be seen! I advised the women at the front desk my rash was spreading more and they said all I could do was wait. When I finally got to see a doctor they refused to call down an infectious disease specialist. I could have cancer, an autoimmune disorder, or even measles and I received no aid. I was told to simply put aquaphor on it despite me telling them I had this condition for 2+ months and I had treated with antibiotics, antifungal, steroids, and even received a skin biopsy. I was told I would have to go to their infectious disease department and received a referral but that appointments might be 3 months out.Again, something serious could be wrong with me, and it can be contagious to the public, but no tests were preformed and I wasnt even sent home with a prescription. Prior to visiting the ** I called and asked if they would be able to let me see an infectious disease specialist while I was there and I was told yes, but while I was there they told me no. The care provided was not appropriate. I developed sepsis because they turned me away. Bloodwork was not even performed, and if it was it wouldve revealed my white blood cell count was very high and I had multiple infections, such as a fungal infection, cellulitis, and a staph skin infection.Doctors have a duty. They breached the standard of duty, as I went to another hospital and received at the bare minimum a blood test and antibiotics. I have been hospital for 5 days. There was a lot of distress involved in this whole situation and it couldve been avoided if RUSH requested simple blood work since it was evident there was a skin infection, they were told I was referred to the ** by a doctor, and I was complaining of increasing pain and warmth which are clear signs of infection. The improper treatment delayed my diagnosis of sepsis. It was negligent to not take basic bloodwork or to take my concerns seriously.

    • Initial Complaint

      Date:06/01/2024

      Type:Service or Repair Issues
      Status:
      Unpursuable
      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.
      On July 23rd, 2023 I was transported by ambulance to Rush University Medical Center ** showing signs of appendicitis. I was treated rudely and misgendered by staff throughout the experience. I arrived at noon and had bloodwork drawn by 2PM. Bloodwork results were processed by 5PM per medical records, confirming appendicitis. I was left in the ** waiting room until approximately 9PM when I approached the nurse station about their treatment and to ask for my acuity or bloodwork. I expressed my frustration with accusations of hypocrisy, incompetence, and some pejoratives. No threats were made, the nurse called Security and told me to leave or I would be removed. I expressed my frustration, explained my mental health issues, and verbalized my intent to commit suicide, they repeated I could leave or be removed.When I have tried discussing this, they refuse to take accountability and pointed out my departure was recorded as me absconding, not me being removed and insist they didn't kick me out. They have refused to provide security video or the security report. I would like a copy of all security reports related to the incident as well as all reports from the investigation that led them to believe they did nothing wrong.It is a violation of the EMTALA to remove a patient without stabilizing first, I was both physically and psychologically unstable and should have been placed in a seclusion room for monitoring until tests could be completed.

    • Initial Complaint

      Date:05/29/2024

      Type:Service or Repair Issues
      Status:
      Unpursuable
      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.
      Mammogram done, I told worker machine was too tight and hurting me under rib cage, she kept grabbing my breast and laying on machine while it was cutting me up under, she was agitated when I told her to stop, never once looked to see I was bleeding and cut open. Went to ER..was given antibiotics, ointment..had to take 2days off can't lift my arm up to perform my work duties, spent money out of pocket as well. I am not mentally challenged and afraid to get ********* now. **** never called me back after asking how much compensation I wanted

    • Initial Complaint

      Date:05/23/2024

      Type:Billing Issues
      Status:
      Resolved
      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.
      ****, took money unauthorized out of my account after I canceled payments with Vanity weeks ago. My balance was zero and now this morning ******* in billing says I owe the same amount but it came out of my bank account and I dont owe anything. Please get my money back or account cleared please

      Business Response

      Date: 06/20/2024

      Patient Relations has reviewed complaint and is investigating.

    Rush University Medical Center is NOT a BBB Accredited Business.

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