Duly Health and Care — Local services in Downers Grove

To whom it may concern:

I went to get my blood work drawn twice in a week at DuPage Medical Group. However, I am extremely disappointed in the customer service and treatment by one of the Lab Technicians, David, who works there. My first visit to the Lab at DuPage Medical Group to get my blood drawn was on Saturday August 14th 2021 and I was told by the Lab Technician, David, there was no order put in MyChart for me. This was inaccurate as my Physician provided a referral as of March 2021. After I was denied the opportunity to get my blood drawn the first time, I called my Physican’s Nurse, Kathy and told her that the Lab Technician, David did not see any order in their system. Nurse Kathy confirmed that the referral and order was in MyChart and visible to the Lab Technician, however he did not spend the few minutes needed to review the messages and documents in MyChart. Nurse Kathy added a message in MyChart to the Lab Technician stating if they do not see the referral to call her and she would try to troubleshoot on her end. On Monday, August 16th, 2021, I went in for the second time to get my bloodwork done as the order/referral was in MyChart. When I arrived at the Lab, the Lab Technician, David was there and remembered me from a few days ago. He rudely commented the order/referral was not in system and that I had to leave. I politely told him to review the documents in MyChart and the message from Nurse Kathy requesting a call if he was experiencing issues. Without hesitation, David spent less than three minutes on the phone trying to contact the Nurse and stated, he was not able to draw my blood or call the Nurse because he had other patients in the waiting room. I was astonished at his comment that he would belittle me and not try to call the Nurse as instructed on MyChart. He was quick to reject my ask because of the other patients in the waiting room, but I am a patient of him and DuPage Medical Group as well. He completely disregarded my ask and the Nurse’s instructions while being disrespectful and ignoring my plea for help when the order and referral were in the system. Although he had two other patients in the waiting room, I waited to get my blood drawn and dd not appreciate him trying to dismiss me. David was very unprofessional and being visually impaired, he did not try to help me. It was evident that he made me feel very discriminated against. He has no right to act the way that he did towards any one especially someone with a visual impairment. I am extremely disappointed in DuPage Medical Group for the way I was treated in terms of my disability and overall an employer should not treat their patients like garbage as the way I was treated. All I wanted to do was get my blood drawn in 1 visit and that didn’t end up working very well. DuPage Medical Group and the Lab Technician need to take accountability for the way they treat patients and try to help instead of dismissing someone with a disability. I hope no one else had to go through the ordeal I went through at the Lab.

Best...

Update: You now need to pay $30 to have FMLA paperwork filled out by a third party plus an additional $15 for any form sent at the same time. If it’s sent separately it’s an additional $30. I used to work for Duly and part of my job was filling out FMLA paperwork. It took less than 5 mins per form and 80% of my day was talking to my coworkers because we had nothing to do. You go into any office and over 75% of the time the staff is socializing so I don’t buy that they don’t have time to complete the paperwork in office. What a joke of a medical group. All they care about is gouging patients for every penny they can. I can’t wait to give birth so I can move all of my doctors out of this place.

Have an issue with a bill that no one can assist with. Billing said they can’t help. I asked to speak to a supervisor on at least 3 different calls. They tell me there isn’t a supervisor in and that I need to call back every time. I’ve sent all documentation proving my bill is incorrect. I’ve sent them the bill from my MyChart that they keep insisting is for the correct DOS and the bill very clearly states it’s not. They told me over and over again it’s for the correct date. I paid it and the receipt says I paid for the date I told them was incorrect and not the date they were insisting it’s for. So they can’t even read their own bills within the billing department which is super concerning. I contacted patient advocacy as well and the man there said nothing he can do and he can ask billing (who already has told me over and over they cannot help) to call me. I asked to make sure a supervisor would call me because I’ve talked to several people in billing already who cannot give me an answer. He said he can’t guarantee a supervisor will call me and whoever I get I get. That’s completely unacceptable as an answer from patient advocacy. At this point Duly has made it clear no one knows what they’re doing there and they really don’t care one way or the other how the patient...

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...