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Business Profile

Hospital

MercyOne Waterloo Medical Center

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for MercyOne Waterloo Medical Center's headquarters and its corporate-owned locations. To view all corporate locations, see

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MercyOne Waterloo Medical Center has 44 locations, listed below.

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    Customer Complaints Summary

    • 1 complaint in the last 3 years.
    • 0 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/16/2023

      Type:Billing Issues
      Status:
      Resolved
      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 been hospitalized back in April 2022. Out of this, I managed to rack up a rather large bill in which MercyOne insisted I pay the bill in full which is not an amount that I have laying around. In a good faith effort, I was paying $400 a month. They threatened to send me to collections. Now you can't reach anyone at MercyOne billing after 5pm and I couldn't call during the day due to the demands of my job at that time. So, I had to show up to work late in order to call their billing department. They told me that I had to call to set up a payment plan and that I could not just send a partial payment. Fine. I went on a plan. Then I got laid off in the fall. I advised them of then and they adjusted the plan to $100. I got a lower paying job but continued to pay $100+ every month. Meanwhile, they start billing me for follow up appointments under a whole new account number expecting that I'm going to pay $100 + whatever they're adding on for other appointments. I called them and was told that every time I have a service performed, it generated another account number/bill that I was required to pay. I advised them again of my situation and told them I could not call every time I see a doctor to set up yet another payment plan. Then this past March, I was sent to collections. I advised them I wanted the collection referral to be pulled back which they said they would, and I heard nothing about it again. Then this week, I got a bill saying I owed ***** for another bill. I had been sending in $100+ a month so I questioned them asking where my checks were going. I was told they were being forwarded to the collections company. I never received any other communication about that large bill. They lack complete transparency, fail to communicate with patients, and fail to hold up their end of the payment agreement.

      Business Response

      Date: 09/21/2023

      I talked with Patient today to see if there was anything i could help with.  We were able to talk about the billing practices and how accounts are linked togther.  We also talked about keeping her payment plan the same and removing it from collections since she has been faithfully paying.  I also advised if she needed anything further to let us know, and that we do have local help here in Waterloo.  She said that i was able to answer her questions.  I'm glad she reached out. 

      Business Response

      Date: 09/21/2023

      I talked with Patient today to see if there was anything i could help with.  We were able to talk about the billing practices and how accounts are linked togther.  We also talked about keeping her payment plan the same and removing it from collections since she has been faithfully paying.  I also advised if she needed anything further to let us know, and that we do have local help here in Waterloo.  She said that i was able to answer her questions.  I'm glad she reached out. 

      Customer Answer

      Date: 09/22/2023

       
      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.

      They were very helpful in figuring out the multiple accounts and where I stand.  They are sending me a history of my 1 remaining account do I am able to keep ip with my payment plan.

      Sincerely,

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

    MercyOne Waterloo Medical Center is NOT a BBB Accredited Business.

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