Complaints

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:02/27/2025

  Type:Product 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 a procedure on 12/23/24 and like the other complaints that I read, was required to pay my remaining deductible for the year prior to the procedure. I paid $1973.32. Due to the timing that the claims were processed, part of my deductible should have gone to the pathologist, whom I've paid $291.54 for their services during my procedure. After the claim for the surgery center processed, my insurance states that my portion was $1761.49. I have been attempting to get back the $211.83 the surgery center owes me. I have called the billing number multiple times per week, left numerous messages and was "lucky" enough to speak to someone on 2/66/25 who agreed that they owed me $211.83 back. She said she would contact someone at the surgery center to process the refund and she would call me when that was arranged, but then it would take ***** business days. I have heard nothing, have called again numerous times and have several messages asking for information for when I will be reimbursed. It should not take all month to arrange this refund. This is wrong that they are insisting patients pay upfront, then do not have the curtesy to answer a message or return money that is not theirs. In this environment of already very high healthcare costs, places like this should not be taking advantage of the people they are supposedly serving. I just want the $211.83 credited to the credit card I used to pay the deductible.

  Business Response

  Date: 02/28/2025

  Hello, 

  We have refunded this patients care credit and she will be notified. We apologize for the delay with our billing office and will be working with them to get this issue resolved. 

   

  Thank you,

   

  Customer Answer

  Date: 02/28/2025

  As of today, there is no credit (not even a pending credit) on my Care Credit card as indicated in Des Peres Surgery Center's response. I will give it a few days to see if the credit appears, but I will not accept the company's response until I see the credit on my account.

  Thank you,

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

  Customer Answer

  Date: 03/03/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. The refund of $211.83 has posted to my Care Credit account.
   
  Sincerely,
  
  ****** *******

  Customer Answer

  Date: 03/03/2025

  Thank you very much for your assistance in this matter. I appreciate it.

   

  Thank you,

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

• Initial Complaint

  Date:12/05/2024

  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 had surgery on 8/27/2024 and was billed $2,4215.00 before my insurance was billed. They made me pay this amount before I could have the surgery. On 9/5/2024 my insurance claim was approved and said that I should have only billed $986.77. I called a few days after that and the billing department said I would receive a refund in a few weeks. Few weeks rolled around and I did not receive my refund. I called again on 10/21/2024 and the billing department said I will receive my refund between 4-6 weeks. Again 4-6 weeks passed and still no refund. I called again 12/2/2024 and the billing department said I needed to call a different number because the refund is handled by them. So I called this number and she said the billing departments needs to handle it and would be calling me. I havent gotten a call yet and Im tired of the back and forth. I just want the refund I am owed of $1428.23.

  Business Response

  Date: 12/06/2024

  Good morning, 

  I have spoken to Mrs. ****** and have refunded her card that she used on the date of service. There was so miscommunication between our billing office that has now been addressed to hopefully stop this in the future. 

  thanks so much! 

  Customer Answer

  Date: 12/09/2024

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution.  I received my refund in my account on 12/9. Thank you!
   
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:06/14/2024

  Type:Product 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 had Surgery on 2/14/2024 and paid my deductible of $2280 up front because they stated that that was required. I was billed for the $2280 again once they processed it through the insurance. My insurance stated they should have never did it that way! I contacted the business office several times to get it resolved and they stated that it was still processing and I would have to wait until it cleared. I spoke with ****** on 4/15/2024 and she stated that it has cleared the pending status and I would receive my over payment in 6-8 weeks. I have yet to receive my refund of $2880. I have called several times a week for the past 3 weeks and never get and answer or get forward to voicemail to check on the status of the refund. It took less than 6-8 minutes to take my payment it shouldn't take over 8 weeks to refund my funds! I have also reached out to the surgery center to get help in resolving the issue and that hasn't been much help either!

  Business Response

  Date: 07/02/2024

  Hello- it looks like refund was sent out on 6/25/24. This has been resolved 

• Initial Complaint

  Date:09/27/2022

  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 had surgery at the center on 8/1/22. My portion was estimated to be $2,101. I wanted to wait until insurance was billed. They said I had to pay up front, so I paid by credit card.
  
  My employer has a deductible reimbursement plan. In order to submit, I need an itemized receipt and EOB, with medical codes showing exactly what procedure was done and the portion that I paid.
  
  I left 3 messages between 9/13 and 9/19 with the billing department. They have yet to call me back.
  
  So I called the surgery center itself on 9/19. ****** at that office tried to help me, but was only able to email a receipt showing 3 lines, what I paid, a temp charge, and a write off. I explained that I needed a detailed, itemized receipt and expressed that I want the charge credited back to my account until they know exactly what I owe. She responded via email on 9/20 with the same receipt. I asked her to call me, I haven’t heard back.
  
  I called the surgery center again later that day on 9/20, ****** was gone for the day. Someone else attempted to help me, and as I was on hold, the call was disconnected. I called back several times. The surgery center would not pick up the phone. They were still open.
  
  I called again today, 9/27. A person named **** explained that they can’t help the billing dept not calling me back. I explained that I have been out $2,101 for almost 2 months because no one will return my calls. She transferred me to the office manager at 11:30 AM. I have not heard back.
  
  Until they have proper documentation and can communicate to minimal business standards, I am requesting that the $2,101 be credited back to my account. I am happy to pay my portion when they have the exact total I am responsible for.
  
  I should not have to wait months to get charge reconciled, nor should I get ghosted when trying to contact them.

  Business Response

  Date: 10/13/2022

  We spoke with ******* We were missing information from her surgeon to get this to her insurance. Since we have received, this has been sent and an EOB was sent to ****** showing her amount due as well as a balance owed