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Home Medical Clinics Duly Health And Care Complaints and Resolutions

Duly Health And Care complaints

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1100 West 31st Street, Suite 300
Downers Grove, IL 60515 | Get Directions

(630) 942-7998

http://dulyhealthandcare.com

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Total Amount in Dispute:
$6.00

Total Amount Settled:
$0.00

Complaint Experience

50%

Complaint Resolution Index (CRI)

BCA's Summary and Analysis:

Our records indicate the company failed to respond to the one complaint brought to its attention.

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Complaint Closing Statistics

2 complaints against Duly Health And Care closed in last 3 years.
Complaints Type of response
0 Making a full refund, as the consumer requested
0 Making a partial refund
0 Agreed to make an adjustment
0 Refusing to make an adjustment
1 Refuse to adjust, relying on terms of agreement
1 Unanswered

2 complaints against Duly Health And Care

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1/5/2026

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $6.01 Amount Settled: $0.00

Customer Complaint

12/8/2025

I had a physical with Dr Gutierrez on 11/12/25 and I am NOT satisfied with this practitioner. He was very dismissive and was questioning why I had bloodwork done elsewhere. I don't appreciate that especially since he ordered the some of the same bloodwork that I brought and was asked NOT to repeat. Now I have to pay for it again and I'm sure Duly does not care about that. I also see that he wrote on my aftercare summary that I didn't have a skin problem, he didn't even ask me and I actually did. This seemed like a waste of my time and now I probably have a bill for an exam that I'm not happy with. And to make matters worse, the doctor message me about not doing a certain blood test, even though I asked to have it do especially because of my family history. Resolution Sought Give me my money back from the blood work I didn't want and do the bloodwork I wanted done. Or since I have an upcoming procedure from a duly doctor, give me some sort of discount

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Company Response

12/23/2025

Hello, This issue was already addressed through the BBB portal. Hello, Thank you for letting us know about your experience. I am so sorry to hear this. We will address the behavior issues that you described here with your provider. Your chart has been reviewed. During a physical exam, there are certain criteria that are met. Full body skin exams are not a part of an annual physical that your insurance company pays for. A visual exam is performed and if anything was noticed, it would have been addressed and proper referrals given to you for follow up . If you would like to have that phrase removed from your record, please go to the Duly website under resources and you will find a medical records amendment form. After filling out that form, our Compliance department will work with you on the criteria. As far as bloodwork ordered, we cannot remove the charges of $6.01 as this is a service that you did have done. In the future, you as the patient can decide if you want to have your labs drawn or not, these are recommended tests to help your provider in giving you the best possible health plan. When ordering bloodwork, certain health criteria should be met before a provider will place an order. He did communicate this to you and the reasons why. At this time, we will not be able to provide a $6.01 refund or any type of discount towards future appointments. We appreciate you sharing your concerns and are sorry that this experience was not what was expected. We appreciate you providing this feedback and the opportunity to do better.

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Customer Rebuttal

12/25/2025

He didn't communicate with me this was said afterwards. He was too busy questioning blood work I had at another provider. My A1c should be yearly especially because of my family history. And I never had a skin exam so that's false and I never even asked for that.

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Company Final Response

1/5/2026

Duly stands by BBB decision previously communicated.

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12/28/2023

RESPONSE: Complaint was not answered Amount in Dispute: $0.00 Amount Settled: $0.00

Customer Complaint

12/4/2023

I have been scheduled for an office consult since early October, 2023 as a follow-up to a recent Dexa Scan. I had that appointment until I was told I could no longer see the PA in that office due to my insurance group no longer being contracted with PAs. I called my insurance group and they do not agree with that finding. I have left multiple messages to call me to explain what the issue is, no phone call has ever been returned. This is very unprofessional and it borders on an lack of care. I had an appt on the schedule. Resolution Sought I would like to keep my appt in 2023 so we can determine if I need further treatment and complete that in 2023 also. Any appointments and treatment delayed until 2024 will incur an additional expense for me.

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