Duly Health and Care

If you ever have a billing issue with them due to their mistake in medical coding, you are doomed. There is no way to reach anyone in billing inside US, everyone is offshore, bad English, not understanding the importance of EOB as an in-network provider. Leaving them after 25 years of using Duly, formerly Dupage medical group.

Do yourself a favor and go someplace else, horrible patient care, call centers that are out of this country, good luck in getting a call back from your doctor, or message on the portal, even after surgery!! These providers are not reachable and do not care about a happier healthier you. A minus 100 stars would be too generous!

They will balance bill you and claim they have an updated EOB, but cannot provide it because it’s handled by a third-party vendor. When you finally get through and request escalation, you are told the issue will be resolved. However, when you call back for an update, you are connected with the same third-party vendor who insists they are not at fault. I’m not sure what the arrangement is—whether the vendor gets a cut of what they collect or something else—but they will not correct their errors. Do not pay any amount they claim you owe that is not listed on your EOB! My family and I are leaving Duly altogether and moving our care to Northwestern.

FRAUDLUENT AND DECEPTIVE BUSINESS PRACTICE!!! I have been a patient of DuPage Medical Group since the early 2000's, and when they changed their name to Duly in 2021 their customer service and billing became a disgrace. On May 1st 2025 I received a statement for services performed on September 25th 2023. I was confused as to why I was responsible for a service that was performed over 19 months ago, especially after I paid my copay and patient responsibility at that time. I called the customer service line, which has been outsourced to individuals that have NO CONNECTION to any of the local Duly offices, and they fed me a rehearsed speech about how the claim was received from insurance and I owe the remaining $59.21. After contacting my insurance they told me that Duly actually took 583 days to correctly file the claim. When I attempted to bring this information to Duly to contest the charge, they simply refused to take any responsibility or waive the charge. I will never visit any Duly facility or physician again in fear that they will send me further bills over a year and a half later due to their own clerical errors and disregard for customer service. Phone calls, letters, and in person appeals will not yield any results. I never had an issue with the medical providers, but I will not support a fraudulent and deceitful organization like this.

Agree with last comment. Adding to that their hold times are unheard of. Its ridiculous really, over the years I have navigated health systems in Illinois and other states. Duly wins as the worst in terms of admin and simply answering the phone! Problem is once you get engrained in a hospital system with multiple docs it is very difficult to get out, set up new doctors, relay all info, get all records over etc etc. Please fix this Duly. Our time as patients is just as valuable as yours and keeping, often time sick people, on hold for hours (like when you get bounced around departments) is not good for anyone's 'health and care.'