Complaints

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

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  OrthoIllinois

  324 Roxbury Rd Rockford, IL 61107-5090

• 

  OrthoIllinois

  5875 E Riverside Blvd Orthoillinois - Riverside Rockford, IL 61114-4937

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:06/17/2025

  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.

   
  Complaint: 23479341
  
  I am rejecting this response because:
  

  Those are not 5 attempts after all the debt was accrued. Those are all dated while I was continuously being seen as requested and paying. I was last seen in April I believe. Where were any attempts after that phone call where I was clearly struggling? I wanted to do an affordable payment plan and pay my debt. 

  Also, how does this address that I was forced to do multiple X-RAYS and my 2nd fracture wasn't even found until I complained and had an MRI in February, when I was injured in December. This should not have happened. 

  It all seems a bit excessive and a money grab. I will be happy to voice my complaints in reviews and word of mouth if this is how patients are treated. I'm in Healthcare too, so this is ultra disappointing. 

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

  a fair payment plan to continue paying this off.

  Business Response

  Date: 06/24/2025

  The patient was sent five statements from OrthoIllinois prior to the account being sent to hard collections.  The first statement for $298.88 was generated on 1/13/25, the second for $383.48 on 2/10/25, third for $383.48 on 3/10/2025, fourth for a balance of $1,205.40 on 4/09/2025, and the fifth for $1,205.40 on 5/5/2025.

  The patient has paid a total of $513.92 (including $300 office visit copays, and $150 for therapy co-pays).  A payment plan was established for the account balance ($383.48) at $***** per month per patient request on 3/12/2025 after receipt of a pre-collection text message from OrthoIllinois sent at 11:12am 3/12/2025.  Below is that text message stream and the options provided to the patient:

  Hi [retracted name]. This is notification from OrthoIllinois Billing that your account ********** with a balance of $383.48 is past due and payment must be received within the next 14 days to avoid collection proceedings. Payment in full can be made online at *********************** or message back to discuss available payment options. Thank you.
  
  At 1:15 PM on 3/12 [the patient] responded back to the text message:
  -I'd like payment options since my family has financial difficulties.
  

  OrthoIllinois response:  Hi [retracted patient name]. We are sorry to hear that. We can offer a 6-month payment plan. For your account balance that would be $***** per month. We are also partnered with ***********, which offers several payment plan options. To learn more about the Care Credit options just click on the link that follows ************************. Thank you.
  

  Patient response:  -I can do ***** per month.
  

  OrthoIllinois response: Great! You can either call us at ************ or go online to *********************** to make that first payment.
  
  On 3/12 [the patient] made a payment of $***** via the patient portal.
  

  On 4/30/2025 the patient called to request a decrease in her payment plan amount.  Patient was advised that the now current account balance of $1,205.40 qualified for a 10-month payment plan of $120.54 mo. Patient inquired about financial assistance and was again advised of *********** for options beyond OrthoIllinois's options.  Due to no further payment activity after 3/12/2025 the account was transferred to hard collections.

• Initial Complaint

  Date:04/17/2025

  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.

   
  Complaint: 23218949
  
  I am rejecting this response because:
  I received a bill in January for $  ******, paid bill feb7 th using credit card online using their invoice # , the payment was not credited, contacted and filed grievance with my card issuer and my card company issued a credit. I don't trust anything these people have to say. The facility where my wife received services could not provide any explanation of where that $ ****** went. 
  Sincerely,
  
  Valentine ******

  Business Response

  Date: 05/12/2025

  OrthoIllinois takes our patient satisfaction very seriously and strives to provide an honest and respectful experience for all patients.  It maintains an onsite billing department at the corporate office, which is staffed by highly trained personnel utilizing HIPPA complaint technology in accordance with regulatory requirements.  To provide our staff with a safe and nonconfrontational work environment, policy is to disengage from encounters that become abusive or otherwise inappropriate.  Requests for additional billing statements and verification of appropriate billed charges are accommodated in a timely fashion and were done in this case accordingly.  Should a legitimate billing error have occured, it would have been promptly corrected.