Complaints

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

close

Find a Location

Aurora Health has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Aurora Health

  3301 W Forest Home Ave Milwaukee, WI 53215-2843

• 

  Aurora Health

  W180 N11070 River Lane Germantown, WI 53022

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:06/12/2025

  Type:Service or Repair Issues
  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 was given a bill, paid it with my *** and it apparently was returned despite having my name and the information included. I was told of I showed my proof of payment it wouldnt be an issue and was sent to collections regardless. The money was returned until 6/2 in my *** account, therefore payment was received.

  Business Response

  Date: 06/13/2025

  Thank you for contacting Aurora Health Care. An acknowledgement letter and Release of Information will be mailed to Ms. ****** Once the signed Release of Information is received, additional information will be provided.

• Initial Complaint

  Date:02/18/2025

  Type:Service or Repair Issues
  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 went to the doctor sometime last year, I placed a call to Aurora in October stating I could pay at least $100 a month is what I could afford. I was able to put my *** account information down, but if I did not have funds, it would keep getting denied. A resolution was discussed was to keep paying $100 monthly moving forward, either through my HSA or credit card. I let them know due to the recent breach I did not feel comfortable providing my credit for ongoing payments. 1/27 I called because collections reached out, I spoke to Aurora they stated they put a request to pull back my information from collections. I stated with whatever outcome please give me a call so I know how to move forward with collections. I called today 2/18 they stated the review was completed and they could not pull the payment back from collections. I informed them that no call was given to provide me this information and now i'm even more past due. I requested to speak to a manager, talked with ***** and he stated again that the bill was unable to be pulled back. I informed him this was poor business practices, I was not given a call before sent to collections or when I asked for a call back. They stated on the statement in read it states "or sent to collections" I let them know also it states "or pay online" which I have done and compliant with since October. They stated there was nothing they can do. I then contacted them back for the collections agency number and was then told I was sent to TWO collection agencies. This is absolutely ridiculous. This is why people stop going to the doctor, I now will go in debt because I will have to pay in full or keep impacting my credit.

  Business Response

  Date: 02/19/2025

  Thank you for contacting Aurora ************ An acknowledgement letter and Release of Information will be mailed to Ms. ********** Once the signed Release of Information is received back, additional information will be provided.

• Initial Complaint

  Date:12/13/2024

  Type:Order Issues
  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.

  Aurora refuses to send over the prior authorization to my moms insurance company. She has called many times. I cannot afford to pay $1000. She has already entered a complaint but they are not doing anything because now they say they need my authorization. Calling them is getting no where so I am putting in my own complaint.

  Business Response

  Date: 12/16/2024

  Thank you for contacting Aurora ************ An acknowledgement letter will be mailed to Mr. ****** Please note, the Release of Information form was mailed to his mother's attention on 12/13/24, due to the complaint she filed. Once the signed Release of Information is received back from Mr. ****** additional information can be provided.

• Initial Complaint

  Date:12/02/2024

  Type:Billing Issues
  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 previously filed a complaint against Aurora *********** billing office in *******, **, but I have located the local address. I had a payment plan of $100 that was canceled on guarantor number *******. The payment plan was canceled because in October I paid ***** and in November ******. I did owe 1***** this is $20 short. On 11/27/24, I sent an E-mail to the billing office, and Patient Relations, explaining this, I also explained that I am struggling financially. Their response was payment plans are not reinstated by E- mail I did contact billing on 12/02/24 @8:10 am. The representative stated that for the balance of $3640 the payment would be $245.00. I explained I can't afford that because I'm struggling financially, and I would not qualify for financial assistance because I'm over income. There was no compassion or willingness to help on the part of the representative. On Auroras' website under Debt collections it states ,"we promise to do everything we can to help you catch up on your payments as swiftly and painlessly as possible. In my case this is not happening. I have been paying Aurora since 2022, and my balance was at times almost 5K. Aurora accepted 100 then. Why are they not accepting $100 now. This is very upsetting and appalling that a non profit organization treats people who are trying to pay their bills so bad.

  Business Response

  Date: 12/03/2024

  Thank you for contacting Aurora ************ An acknowledgement letter and Release of Information will be mailed to Ms. ******** Once the signed Release of Information is received, additional information can be provided.

• Initial Complaint

  Date:08/17/2024

  Type:Billing Issues
  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.

  Advocate Aurora changed their lab billing provider names and group billing names in 3/2024. They did not notify my insurance (BCBS OF FL) or me. This has resulted in a list of denied claims and a balance of close to $3500.00 for my family with Aurora. Aurora refuses to put my balance on hold while this is looked into. They tell me billing leadership doesnt talk to customers and they will not give me ********************** leadership to speak with to resolve this issue. BCBS of FL continues to tell me that advocate Aurora is in network and my Aurora claims for provider appointments continue to get paid. My Aurora lab claims continue to be denied. BCBS of Florida has asked that Aurora correct the lab claims/billing provider so that the systems understand that the lab bills are in fact coming from Aurora. Most importantly, I am pregnant with my third ***** and will be having a c-section with my OBGYN through advocate Aurora this December, 2024. My fear is that due to these two systems not communicating or correcting this error, that any provider and/or lab that comes through my hospital room or takes my newborn for testing will lead to further denied claims and billing disputes on my behalf. This is a violation of the no surprises act and the office of the commissioner of Florida is already addressing the issue on the insurance side. However, due to WI not regulating clinics, I cannot escalate this further, against Aurora or at a state level. This is why Im contacting the BBB.

  Business Response

  Date: 08/19/2024

  Thank you for contacting Aurora ************ Please provide an address for ************** so an acknowledgement letter and Release of Information can be mailed to her.

  Customer Answer

  Date: 08/19/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below:

   

  Aurora has requested my address for the purpose of my signing a release of information and here it is:

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

  *******************
  *********, **

  53225

  
  Regards,
  
  *********************

  Business Response

  Date: 08/20/2024

  Thank you for contacting Aurora ************ An acknowledgement letter and Release of Information will be mailed to **************. Once the signed Release of Information is received back, additional information will be provided.

• Initial Complaint

  Date:07/22/2024

  Type:Billing Issues
  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.

  My minor daughter ***************** date of birth 1/4/11 went for Occupational therapy at Aurora 84 ************ in Wi with ************************* and their billing department billed different amounts every single time under psychiatry codes not occupational therapy and insurance rejected all of the codes. We were told a dispute was filed and called back to be told oh sir that has to be done online and oh sir you cannot see your own daughters online records because you dont have a doctor here but you can get permission from your wife to use our online app - also want to dispute charges for ************************ because they are billing her therapist ***************************** as an out of network rate and she should be in network so the billing department and correct that information with UMR insurance.

  Business Response

  Date: 07/23/2024

  Thank you for contacting Aurora ************ An acknowledgement letter and Release of Information will be mailed to ************. Once the signed Release of Information is received, for each patient, additional information will be provided.

  Customer Answer

  Date: 07/23/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *******************************
  

• Initial Complaint

  Date:07/18/2024

  Type:Billing Issues
  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.

  Guarantor number ******. I received a bill for $340.00 for services that have previously been covered under my insurance (Badgercare/Medicaid). Last year in May I had the exact same services provided and it was billed to, and paid by my insurance. I have called Aurora on many occasions and asked if a certain service was covered, and I was always answered with "IF YOUR INSURANCE DOES NOT COVER IT, WE WILL LET YOU KNOW BEFORE WE DO THE SERVICE". If this was not covered for some reason, Aurora has a responsibility to be transparent and let the patient know if the procedure is covered by insurance or not. I would have never accepted these services if I had know I would have to pay out of pocket. My wife and I are low income, received EBT, Energy Assistance, and Badgercare. I do not want this bill on my credit as a "collection account"; nor am I going to pay it when Aurora should have informed me of the cost in the first place.

  Business Response

  Date: 07/22/2024

  Thank you for contacting Aurora ************ An acknowledgement letter and Release of Information will be mailed to ****************. Once the signed Release of Information is received, additional information will be provided.

  Customer Answer

  Date: 07/22/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *********************
  

• Initial Complaint

  Date:07/09/2024

  Type:Billing Issues
  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.

  I called Aurora billing today to get detailed receipts from 2 procedures Ive had this year to submit for my flex account. When giving the dates and asking for the receipts, I was advised she could only give me certain ones because I would have to reach out to the collection agency to get the others. I advised her theres no collection agency. These are payments I made from estimates I got for my 2 in office procedures this year, that I paid, and I should have detailed receipts of those. She again said this was applied to collections from 2020. What?! I paid these in 2024. Even if I overpaid, which I did, you cant take that money and apply it to a collections balance from 4 years ago. That would be done through the collection agency, since Id have to get the receipt from them. So how does Aurora take money I overpaid in 2024 and apply it to a collection agency balance?! Tell me how and why someone took it upon themselves to take money I overpaid this year, with my flex, and applied it to bills from 2020?! Bills that werent even in Aurora billing anymore?! That cant be legal, and is completely shady. She put me on hold and came back saying I was correct, it should not have been applied to those, and shed send it through to their escalation team or whatever. Ridiculous.

  Business Response

  Date: 07/10/2024

  Thank you for contacting Aurora ************ An acknowledgement letter and Release of Information will be mailed to Ms. ***** Once the signed Release of Information is received, additional information will be provided.

  Customer Answer

  Date: 07/11/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *******************
  

• Initial Complaint

  Date:04/25/2024

  Type:Service or Repair Issues
  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.

  I had had my Fallopian tubes (Female sterilization) removed in October. Prior to the surgery I had talked to my insurance company who had stated that it was a procedure that was 100% covered. I had also spoken to my doctor who had said that it was a procedure that was covered under preventative care. So I scheduled the procedure expecting to have it be covered and not have any issues considering insurance and the doctor said that it was covered. I had received a bill in the mail for $2,667.85 in the mail from Aurora for the procedure. I appealed the bill with Insurance and with Aurora. Insurance stating that it was Aurora who billed it incorrectly and Aurora stating that my insurance stating that it was correct except that Aurora billed it as ambulatory surgery instead of Female sterilization. It seems they have conflicting Information and cant agree which is right. Of course after months of calls back and forth and appeals and getting my records sent to me ( i had to pay for) and the bill being sent to collections since Aurora won't put a bill on hold until it gets figured out, I finally hear more information from my insurance that Aurora billed part of my medical history on my surgery. I went in for only a female sterilization, but for some reason there are codes on the bill for my migraines and Barret's esophagus which have nothing to do with my sterilization. I had my insurance and Aurora Billing on a 3 way call and Insurance explained that to Aurora and they said they couldn't change anything and basically I was SOL. Too bad for me. This is dropping my credit score since it is in collections, but it should be 100% covered. Aurora Refuses to communicate with my insurance to get it handled. It is scary that they can do this. Who looks this close at their bills unless something is seriously high priced. How much have they taken me for in the past?!?!

  Business Response

  Date: 04/26/2024

  Thank you for contacting Aurora ************ An acknowledgement letter and Release of Information will be mailed to **************. Once the signed Release of Information is received, additional information will be provided.

  Customer Answer

  Date: 04/29/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and since there is a time limit for a response I feel this is the only option.   Aurora is sending me a letter in the mail along with a release of information which leads me to believe there is more to this complaint.   I was informed that I would be able to reopen this complaint once more information is received so I am assuming that will be that case.   
  
  Regards,
  
  ***********************
  

• Initial Complaint

  Date:01/24/2024

  Type:Service or Repair Issues
  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 was admitted to the ** for stomach pain and was diagnosed with Crohn's disease unexpectedly and had to have emergency surgery to removed 1 and 1/2 ft of my intestines and spent over a month in the hospital during covid with no visitors. I have a special needs daughter who was not prepared to have her only caregiver disappear and caused severe regression. Before I was released from Aurora Hospital in ******* ** I spoke with the billing department and due to my below poverty level income the billing department advised me my in patient care and all surgical bills would be covered at 100% and that I should not receive a bill from anyone and if I did I was to forward to their deparment. After release intense recovery time I was not able to work and had to live with my father to take care of me until I was able to walk again and get back so somewhat daily activities which included the only stay at home (for intense daily 8 hour therapy sessions) with my daughter. I never received a bill and only was advised of the 60+ thousand medical bill owed open showing on a credit report I never had knowledge of. I have tried to contact the billing department with my documents and have got no response. I am in low income housing single parent to a severely autistic child that requires 24/7 care and it is inhibiting me from being able to provide a safe space for my child to live and grow with what she needs and deserves.

  Business Response

  Date: 01/24/2024

  Thank you for contacting Aurora ************ An acknowledgement letter and Release of Information will be mailed to ******************. Once the signed Release of Information is received, additional information can be provided.