Business Profile

Hospital

Ascension Health Inc

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Complaints

This profile includes complaints for Ascension Health Inc's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

401 total complaints in the last 3 years.
93 complaints closed in the last 12 months.

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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:05/16/2025
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.
RE: Ascension Account # *********** Facility: NOW ***** **** Health Imaging at **********************. *******, ** I had a routine mammogram on July 5, 2024 at the **************** 7 mile and ******** location. My Doctor *** ordered the routine mammogram is Dr. *** ******* in *******, ********. She accepted my insurance. When I called to make the mammogram appointment I was not asked for my insurance. My insurance changed July 1, 2024 and proactively I called my *************** to see if my new insurance was accepted and they said yes they take it-therefore as for the past 20 plus years, my doctor was Ascension and the Mammogram was scheduled at an Ascension location as I have done in the past.On July 5, 2024, I presented my State issued ID Drivers License and my Insurance Card at this location. NO ONE stated that this location did not accept my insurance because I would have cancelled and would have found another location that would accept my ************ was definitely a "Surprise" medical bill for $342.00 for a routine mammogram that 100% insurance companies across the ************* should cover routine mammograms for all women. I called United Health Care and they say Ascension is not a covered location. I called back to the doctor *** wrote the order and they do accept the ************ 20 plus years of mammograms I have never even paid a co-pay for a routine mammogram even with low cost insurance. I pay a premium of over $350 a month for this insurance. The fact is that why at Ascension either at the time of making the appointment or when I presented my card at the appointment, was I not told this is not covered by my insurance?As an example, this year thru Trinity Health I made my routine mammogram appointment, they scheduler checked my insurance to make sure not only is the facility covered but the doctors reading the mammogram are covered 100%. Ascension did not do this.
Initial Complaint
Date:05/12/2025
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.
My husband is being double billed/balance billed for an amount per our insurance that has been billed for on a previous claim (and I am already paying on). I have called numerous times and can provide all documentation for proof of my calls and chats with the billing department. I dont know what else to do to get this resolved. I take care of all our medical and am listed on his account to discuss this with St ******
Business Response
Date: 05/27/2025
Thank you for bringing your experience to our attention. Our customer relations team reached
out to you via email to advise you of receipt of your concern and confirmation it was under
review.

You informed customer relations about your concerns regarding a billing issue stating there may
have been duplicate billing. Also, you conveyed you had attempted to resolve with the customer
service team to no avail.

The customer relations liaison communicated via the email address provided, on four occasions
without response. However, we did review the patient’s hospital accounts and found no record
of communication with the customer service team. We also noticed the amount mentioned in
the concern, $1101.00, was not reflected in the hospital account. The customer liaison’s email is
listed in the email communication if any further assistance can be provided.

Additionally, thank you for your feedback on the experience attempting to resolve this issue with
our Customer Resolution Center. We are continuously working with our team so we can resolve
concerns more quickly. It is our goal to always provide our patients with an excellent experience.
Thank you for providing feedback for us to address your concerns and to improve our
experience for all those we serve.

If you have any additional questions, please feel free to reach out.

Thank you for allowing us to serve you.

Customer Answer
Date: 05/31/2025
Complaint: 23318755

I have reviewed the business' response and am rejecting it because:

I had previously requested a detailed printout of all charges, payments and balance related to the date of service in question which is 1/18/2024 and never received that as requested. I am again requesting a full detailed printout of 1/18/2024 date of service with all charges and payments by both insurance and patient showing that we have $0 out to insurance and $0 owed for the $1,101.00.
We are being threatened with collections on the amount in question so unless it was recently written off to $0 (I need proof) then I would guess I will still be billed for it again eventually.
The last chat session I had with a billing representative (I have screenshots of the entire conversation) they said they were going to “file it back to insurance” which again would reflect a $0 patient balance because it’s an “insurance balance” again and that is not resolving the issue. The balance needs to be written off completely as it has previously been billed and processed by insurance per the EOB I attached.
In regards to the claim that we had been sent 4 emails, we found them in the spam folder and they were sent on 5/19, 5/21, 5/23 and 5/27/2025 respectively. Again zero communication from the hospital through all of my calls and online requests until they were contacted by the BBB. I have not opened the emails as I had received this communication from the BBB with the hospital’s response so I will continue communication through this mediation.

Sincerely,

Renee Parks
Business Response
Date: 06/17/2025
Good afternoon,
Thank you for bringing your experience to our attention. Our customer relations team reached out to you via email to advise you of receipt of your concern and confirmation it was under review.
You informed customer relations about your concerns regarding a billing issue stating there may have been duplicate billing. Also, you conveyed you had attempted to resolve with the customer service team to no avail.
In May 2025, the customer relations liaison communicated via the email address provided, on four occasions without response. However, we did review your hospital accounts and found no record of communication with our customer service team. We also noticed the amount mentioned in the concern, $1101.00, was not reflected in our hospital account billing system.
In June 2025, our customer relations liaison, along with leadership, reviewed our hospital billing system extensively and again found no amount matching the $1101.00 in question and no conversations with our customer service team. One of our liaison’s reached out to you via phone and indicated that this is not our hospital billing. Our liaison asked for a copy of the billing statement you are receiving so we could better assist, and as of today, have not received it. Our liaison also asked you to send any proof of payment you felt was not posted to your account, with hopes to utilize that proof of payment to direct you to the correct billing entity. To date we have not received proof of payment to review.
As this concern is not related to our hospital billing system, please utilize the phone number on the billing statement you have received, to resolve.
Additionally, thank you for your feedback on the experience attempting to resolve this issue with our Customer Resolution Center. We are continuously working with our team so we can resolve concerns more quickly. It is our goal to always provide our patients with an excellent experience.
Thank you for providing feedback for us to address your concerns and to improve our experience for all those we serve. If you have any additional questions, please feel free to reach out.
Thank you for allowing us to serve you.
Customer Answer
Date: 06/22/2025
Complaint: 23318755

I have reviewed the business' response and am rejecting it because:

1. I attached the $1,101 bill again that we are being billed for BUT it has now been turned over to Fox Collections (since having this complaint opened). I am requesting that St Thomas pull that back and write that amount off as it is being incorrectly billed.
2. I did speak to Shanice @ St Thomas 6/11/25 who openly said she did not know what was going on with my complaint but was calling to let me know what my balance was with the account. I told her I had requested a detailed printout of the entire account from January 18, 2024 to present including all charges, payments from patient AND payments/adjustments from insurance. I wanted to attach what I received which clearly only shows patient payments and nothing else but I ran out of options to attached more photos. I also just received it in the mail 6/20/25
3. I attached multiple copies with all my notes and dates for just a few of my phone calls regarding these bills.
4. Also when speaking to Shanice at St Thomas, I was told we do not have a payment plan set up and nothing had been auto drafted from our account since November 2024, but I attached my proof of payment agreement that was set up 5/21/2024 that includes all of the details of my payment plan so I am unclear as to why that was canceled without notification.
5. The separate bill that I recently received, that I attached a photo of, for $1,095 that was on a payment plan(but canceled 11/2024) will be paid in full on Tuesday, July 1st. Please note my account to keep it from also being turned over to the collection agency.
6. I need to add more documents so I will submit this and log back in to send more.

Sincerely,

Renee Parks
Customer Answer
Date: 06/22/2025
Added more documents.
Business Response
Date: 06/27/2025
Good afternoon,
Thank you for bringing your experience to our attention. Our customer relations team reached out to you via email to advise you of receipt of your concern and confirmation it was under review.
You informed customer relations about your concerns regarding a billing issue stating there may have been duplicate billing. Also, you conveyed you had attempted to resolve with the customer service team to no avail.
In May 2025, the customer relations liaison communicated via the email address provided, on four occasions without response. However, we did review your hospital accounts and found no record of communication with our customer service team. We also noticed the amount mentioned in the concern, $1101.00, was not reflected in our hospital account billing system.
In June 2025, our customer relations liaison, along with leadership, reviewed our hospital billing system extensively and again found no amount matching the $1101.00 in question and no conversations with our customer service team. One of our liaison’s reached out to you via phone and indicated that this is not our hospital billing. Our liaison asked for a copy of the billing statement you are receiving so we could better assist, and as of 6/17/2025, we had not received it. Our liaison also asked you to send any proof of payment you felt was not posted to your account, with hopes to utilize that proof of payment to direct you to the correct billing entity.
On 6/23/2025 our liaison received your better business bureau response rejection which included copies of the billing statements in question. Our liaison reviewed the billing statements and found that one statement is for hospital billing. The hospital billing account has been
reviewed and is correct. Not related to your concern regarding the $1100.00.
Our liaison found the other statements that you included, are indeed for Emergency Physicians PC, not hospital billing. Emergency Physicians PC is a completely separate entity. You will need to follow up with them directly to resolve your concerns. The $1100.00 balance in
question is reflected on the Emergency Physicians PC billing statement. Their phone number is 855-691-9890 Monday through Friday 8am to 9pm. This information was emailed to you by our liaison on 6/23/2025, 6/25/2025 and 6/26/2025.
As this concern is not related to our hospital billing system, please contact Emergency Physicians PC to resolve, at 855-691-9890 Monday through Friday 8am to 9pm.
Additionally, thank you for your feedback on the experience attempting to resolve this issue with our Customer Resolution Center. We are continuously working with our team so we can resolve concerns more quickly. It is our goal to always provide our patients with an excellent experience.
Thank you for providing feedback for us to address your concerns and to improve our experience for all those we serve.
If you have any additional questions, please feel free to reach out. Thank you for allowing us to serve you.
Initial Complaint
Date:05/12/2025
Type:Service or Repair 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.
We booked an appointment with this office online on May 8th and subsequently called the office during business hours on May 9th to confirm the appointment (to be on May 12th) and give the office all the required details since my son is new patient and he has a pink eye. The doctor schedule online showed multiple availabilities. Also submitted all pre-registration requests sent to us via text. On May 12th the doctor office called us to tell us that they do not accept new patients and they cancelled the appointment. They did not want to discuss and said that someone else made a mistake. Now my son is still sick and doctor would not take him. The person who cancelled the appointment her name is (Naya as she told me) and she didn't seem to care one way or another.
Customer Answer
Date: 05/13/2025
Hello,
I would like to close this complaint as after I have made the business aware of my BBB complaint via email, the business responded back and they have amicably provided a resolution to the issue. They offered us a reasonable alternative appointment with the healthcare provider.
Thank you for your support.
Tamer
Initial Complaint
Date:05/08/2025
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 was in the Ascention St Vincent Hospitali in February 2024. They sent me a bill for $100 to my email but never by phone or mail. I looked at my patient portal and it showed 0 balance so I assumed it was a scam and did not pay the bill. This was turned over to a collection agency, *************. When I realized I owed the bill I paid the collection agency on April 14th. Ascension is still sending me past due reminders even though I have called and sent proof of payment. How can I correct this
Business Response
Date: 05/20/2025
Ms. **** ****,

Thank you for sharing your recent experience with us and giving our team the opportunity to resolve your concern and improve the experience for all those we serve. Our **************** team attempted to reach out to you on 05/13/25, 05/19/25 to confirm your balance has been reviewed and patient balance is $0.00.
We reviewed your account and found that you were enrolled in the online Visit Pay patient portal on 09/23/24. We confirmed the email statements were sent to you on 10/24/24,11/23/24,12/24/25, before transferring to collection therefore showing a patient balance of $0.00 online. Due to the confusion of not receiving a paper statement your account was returned in good standing. A paper statement was sent out on 05/12/25 the same day your payment posted. Your account has been satisfied with Ascension St. Vincent's *********************
Additionally, thank you for your feedback about your experience attempting to resolve this issue with our Customer Resolution **********************. It is our goal to always provide our patients with an excellent experience and we fell short here.

Thank you for allowing us to serve you.
Customer Answer
Date: 05/20/2025
Better Business Bureau:

I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution.

Sincerely,

**** ****
Initial Complaint
Date:05/06/2025
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 visited **************************'s emergency room on 09/26/2024 because of ********. Since I was in pain and bleeding front desk person told me that I can provide my health insurance info to billing department when I will receive my bill in mail. First **** I received in mail 3 months after treatment with apology for delay on December 29th 2024. Called customer service number on the Invoice ************ on December 30th 2024 and provided my insurance information ******* HEALTH CARE PLANS Member ID# ********* (Call reference#******S9C5DE). Representative explained that **** will be transferred to my insurance and they will have response and solution within 45 business days. Called customer service on 01/21/2025, 02/03/2025 ,02/19/2025, 3/18/2025, 03/19/2025, 04/05/2025 because they keep sending me new bills. Every time customer service representatives were promising that everything is in the process, or it will be escalation of process, or they told me that they contacted my insurance ********?!? and received response that I am not eligible(off course because IT'S NOT MY insurance company!) .It's different story every time I call. On 04/26/2025 I attached copy of my FLORIDA HEALTH CARE PLANS Insurance card on *************************************** website "contact us section on my account #********* Request VP-****** and received response on 05/05/2025 that my insurance ANTHEM ********** BLUE SHIELD was inactive on the date of service...It looks like St. Vincent's customer service representatives keep contacting wrong insurance companies and refusing to contact FLORIDA HEALTH CARE PLANS. This is very unprofessional, disturbing and upsetting. I offered over the phone physically to come and pick up all paperwork from hospital's billing department so I can transfer/mail to my insurance ************* should've receive Bill from provider within 6 months after accident. I have no any other option but to contact BBB for help!
Business Response
Date: 06/25/2025
Ms. *********************** you for sharing your recent experience with us and giving our team the opportunity to resolve your concern and improve the experience for all those we serve. Our **************** team attempted to reach out to you on 05/16/25, 05/28/25, 06/03/25, 06/09/25, 06/13/25 and 06/23/25 to confirm your account has been billed to your insurance.

Your account was reviewed by the ****************** on 05/16/25 they submitted the claim per the insurance information you offered. The insurance verification came back as the patient was not eligible. You sent an email on 06/09/25 with a copy of the explanation of benefits from ancillary billing but the effective date on the card was 01/01/25 and the date of service was before that. We attempted to resubmit your claim and received the response advising you were not eligible. On 06/23/25 you emailed another copy of the explanation of benefits showing your insurance paid the ** physician ****.

We sent that copy of explanation of benefits to the ****************** and the claim was resent to your insurance using the information you provided. Your patient responsibility has been moved to the insurance. You were provided with an update on 06/23/25 advising to allow ***** business days for insurance to process the claim and we cannot guarantee insurance will provide payment based on your eligibility dates.

Additionally, thank you for your feedback about your experience attempting to resolve this issue with our Customer Resolution **********************. It is our goal to always provide our patients with excellent experience and we fell short here.

Thank you for allowing us to serve you.
Customer Answer
Date: 06/27/2025
Complaint: 23293315

I have reviewed the business' response and am rejecting it because:
I responded to all emails that I received from Business customer service representative *** ***** ***************** , *************) and I would like to communicate with this company in writing only so I can have copies of all our emails and responses for my records. I received information about Business contacting wrong insurance companies for some reason within this time period - ***************** Blue Shield on 05/05/2025 and United Health Community Plan on 06/09/2025 and not ******* Health Care Plans as per my request and my insurance information provided to them (please see attached). Even hospital's name in the response that's attached is incorrect - "***************************" instead of "Saint Vincent's hospital". In ******* all Hospitals must submit claims within 6 months after date of service and now this bill is 9 months past due .I would like to receive copy of the response IN WRITING to the Business from ******* health Care plans ***************** to their request since Business is stating now that charges has been submitted to the third party.

Sincerely,

***** Kesminaite
Business Response
Date: 07/03/2025
Ms. ************************ you for speaking with me today over the phone and sharing your recent experience with us. As requested, I am sending you correspondence by email and we will also notify the Better Business Bureau. We would also like to thank you for giving our team the opportunity to resolve your concern and improve the experience for all those we serve. Our **************** team reached out to you and confirmed that as of June 23, 2025 your Florida Health ******************* (Member ID# ********** has been billed for the 9/26/2024 date of service at Ascension St. Vincents ****************** the claim was accepted for processing by Florida Health Care Plan as of June 30, 2025. Claims can take anywhere from ***** business days to process with your insurance provider during which time the balance associated with this visit has been removed from your responsibility. You will receive an explanation of benefits from ******* Health Care Plan with any remaining patient responsibility balance assigned to you according to your benefits after the claim has processed.

Florida Health ******************* is an independent licensee of the ************************************** the insurance information that was available on your account at time of service indicated that you were covered by other insurance providers previously. When that insurance eligibility was ran, responses were received from those insurance providers that you were no longer eligible/covered. On June 23, 2025 the explanation of benefits document with the payment to the ** physician group associated with your encounter allowed for the correct member information for Florida Health Care Plan to be obtained, verified, and billed accordingly.

There was an opportunity to escalate and resolve this issue sooner, but we did not execute on that. We are working with our team to re-educate on escalations, so we resolve concerns like this more quickly. It is our goal to always provide our patients with an excellent experience, and we fell short here.

Thank you for allowing us to serve you.
Initial Complaint
Date:05/05/2025
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 took my son to Dell Children's - Outpatient Rehabilitation Center for physical ********** part of the service intake, prior to visiting the facilities, my insurance information was verified and I was told each visit would be an out of pocket for me of $98.60 (total). This amount was to be paid prior to services at each visit. I paid this amount on each visit on 2/15/2024, 2/22/2024, 2/29/2024, 4/4/2024, and 4/18/2024. Then I decided to go to an ECI program ********** insurance information never changed, my son received the same physical therapy each session, and I was never told of any increases on my out of pocket costs. Ascension ****** however sent me a bill a year after the last session (Statement date: 3/20/2025 - received end of March) with a charge of $1,130.34 for the last two sessions. I have tried sorting this out with their customer support agents, they asked me to try and fix it with the clinic, but the clinic sent me back to Ascension customer support.I also pointed out the Texas Timely Billing Law (Texas Civil Practice and Remedies Code, Chapter 146), where I should have been notified no later than the first day of the 11th month after services were provided, which didn't happen.I kindly request your help clearing out this issue.
Business Response
Date: 06/02/2025
Ms. ****** *******,
Thank you for sharing your recent experience with us and giving our team the opportunity to resolve your concern and improve the experience for all those we serve. We received an escalation for your account in Client Relations on 5/7/2025. You were billed $1,130.34. We found your insurance was billed for the
dates of services 4/2/2024 -6/24/2024. We found that your insurance company left you a patient responsibility for deductible in the amount of $1,130.34.
We found the payment you made in the amount of $197.20 we applied to your account on 5/8/2025. Your balance now reflects correctly at $933.14. You also asked us to review your dates of service, starting in ************* and we found you were left at a deductible at that time for $1,426.55. You paid $651.00 and your account was closed in error. Our billing team has agreed not to bill the additional balance of $775.55 for dates of services 1/30/2024-3/30-2024.
Additionally, we thank you for your feedback about your experience attempting to resolve this issue with our Customer Resolution **********************. There was an opportunity to escalate and resolve this concern sooner. We are working with our team to re-educate on escalations, so we can resolve concerns more quickly. It is our goal to always provide our patients with an excellent experience and we fell short here.
Thank you for allowing us to serve you.
Initial Complaint
Date:05/02/2025
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.
On October 20, 2023, I had my yearly physical. The doctor put in an order for me to have my yearly mammogram, bloodwork and due to my age of 63 a bone density test to baseline. I am disputing charges on two bills dated November 21, 2024. The charge dates are: November 8, 2023 (account # ********** for imaging and mammography in the amount of $692.94 and November 15, 2023(account # ********** for laboratory services in the amount of $302.29. The amounts indicated above, are being disputed due to an error found not applying billing codes for preventive care to allow my medical insurance to process the claims. I called multiple times and talk to a ****** trying to resolve the billing issue and my insurance company on the phone. My health insurance company recorded calls that included myself and the billing department discussing the billing issue and steps to correct. On 10/10/2024, a call between my insurance company, myself and the billing department, it was discovered that the billing codes for preventive services was not the primary but should be. The billing department said they would not correct unless I obtained approval from my physician that the codes could be changed. October 23, 2024 I obtained approval from my doctor to have the billing codes changed to preventive. I confirmed on 11/15/2024 that the approval was received and the claims were being corrected. This did not happen. Again multiple more calls with the billing department only to be told the issue was escalated and would be corrected. On April 14, 2025, I spoke to the billing and was told on April 1, 2025 the charges were sent to a debt collector. My insurance company said they can no longer help.I am attaching a letter I sent to MyMichigan Ascension. I spoke to a person at the facility and they said Asension is no longer in ********. I was give the same # I am calling with no resolution. I am attaching a letter to the debt collector letting them know the debt is in dispute.
Business Response
Date: 05/30/2025
Good afternoon,

Thank you for bringing your experience to our attention. Our customer relations team reached out to you via email to advise you of receipt of your concern and confirmation it was under review.

You informed customer relations about your concerns regarding a billing issue stating you were having difficulty with two separate dates of service billing. Several calls were placed to customer service to have coding updated, but without resolution. There was also concern expressed regarding the account being sent to a collection agency.

The customer relations liaison communicated via the email address provided. The liaison was able to remove the account(s) from collection activity not impacting credit. The liaison also worked with the insurance billing leadership to resolve both balances. One being written off as it is too late to send a corrected claim to insurance, and the other has been moved out of patient responsibility.

Additionally, thank you for your feedback on the experience attempting to resolve this issue with our Customer Resolution **********************. We are continuously working with our team so we can resolve concerns more quickly. It is our goal to always provide our patients with an excellent experience. Thank you for providing feedback for us to address your concerns and to improve our experience for all those we serve.

If you have any additional questions, please feel free to reach out.

Thank you for allowing us to serve you.
Initial Complaint
Date:05/02/2025
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.
On 2/27/2024, I had a Cardiologist order a Stress echo test to be completed due to chest pain and a family history of heart disease. I went to Loyola Cardiology at ************ for the test. I took with me the written physician order for the test that clearly orders a Stress Echo. I provided this documentation on intake. I was sent up and began the test. The medical provider was wrapping up and I asked about starting the stress portion and she stated that she didn't know I needed a Stress echo. I showed her the paperwork and she said someone made a mistake and filed it as a regular Echo and I would need to work with billing to rectify. I spend the next 12 months with ***** billing trying to get this resolved. They have yet to do so and have sent my bill to collections. I've provided them my documentation clearly showing the test that was ordered and they've been unable to provide documentation why the wrong test was completed nor any documentation of me requesting or consenting to this test. .
Business Response
Date: 06/09/2025
Mr. ********,
Thank you for sharing your recent experience with us and giving our team the opportunity to resolve your concern and improve the experience for all those we serve. Our **************** team reached out to you on 05/21/25 and 06/03/25, leaving voicemail messages indicating that the account would be reviewed an updates provided once a determination was made.
Our customer service team member reached out to you on 06/04/25 to communicate the outcome of the review however unable to leave a voicemail. The review identified that the test was correctly ordered. Per review we have removed the account from agency and adjusted the *** to reflect zero.
Additionally, thank you for your feedback about your experience attempting to resolve this issue with our Customer Resolution **********************. There was an opportunity to escalate and resolve the billing escalation sooner. We are working with our team to re-educate on escalations, so we resolve concerns more quickly. It is our goal to always provide our patients with an excellent experience and we fell short here.
Thank you for allowing us to serve you.
Initial Complaint
Date:05/01/2025
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.
On 12/27/2024, I went to Ascension Seton hospital due to heart concerns. I had no major issues while at the hospital, the doctor confirmed that I did not have any heart issue, and the staff confirmed that they had my insurance info on file and would use it to process my bill. Since then, Ascension has billed me as uninsured, and has never applied my insurance information to the bill. I have been on the phone with them several times, each time I explain that they haven't processed my insurance properly, they make some excuse for why they failed to do so, I provide my insurance info, they say it will take ***** days to apply the insurance and update the bill, and then assure me that I will not be counted as having a late payment since I am waiting 30+ days for them to resolve the matter. This pattern has happened at least 2-3 times, the most recent around 3/18. Despite assuring me on the phone that I would not be treated as past due, I received emails on 2/14 and 4/29 claiming that I had payments past due. I have reviewed my bill online and it has never acknowledged my insurance, it is always uninsured. On 2/1 and 4/29, I submitted help requests on their online help center about this and other issues (such as their website being routinely broken and unusable). In both cases, I received emails with text like "Request VP-******, initially submitted on 04/29/2025 has been updated. You can see the details of this request by clicking on the following link **************************************************************************************** and logging into Ascension: VP-******", however, when I logged into the website there was no update. Today I chatted with someone who claimed that in order to see the update they promised in the email, I would have to call billing during business hours and have them read it to me. Its completely unreasonable to say they responded to my online communication with an online communication that doesn't exist then expect me to call them to hear them read it to me.
Business Response
Date: 05/06/2025
Mr. ******** *******,
Thank you for sharing your recent experience with us and giving our team the opportunity to resolve your concern and improve the experience for all those we serve. We received an escalation for your account in Client Relations on 5/1/2025. You are being billed $1,691,64. We found your insurance was billed for the date of service in question. We found that your insurance company denied the claim as we were out of network.
We provided a self-pay discount of $3,007.36 and left a Patient responsibility of $1,691,64. After our conversation I provided you with the reference number for the phone call we had with your insurance provider for your records. You have agreed to pay the balance in full.
Additionally, we thank you for your feedback about your experience attempting to resolve this issue with our Customer Resolution **********************. There was an opportunity to escalate and resolve this concern sooner. We are working with our team to re-educate on escalations, so we can resolve concerns more quickly. It is our goal to always provide our patients with an excellent experience and we fell short here.
Thank you for allowing us to serve you.
Customer Answer
Date: 05/08/2025
Complaint: 23271869

I have reviewed Ascension's response and I cannot accept it at this time. However, I don't consider this a hard reject, but more like I need more time to follow-up on the matter, as was discussed on my phone call with Ascension.

Ascension called me the other day (May 2nd, I believe) and said that they had tried to run my insurance for the visit, but that it did not go through on account of the hospital being out of network (recall that Ascension had not indicated any of this to me prior to this point, so up until this point I was under the impression that Ascension was still working on the ***** day process of handling the insurance matter).
The Ascension agent then called ************** so that the *** insurance agent could confirm the matter, and confirm that there was no recourse for me to have the bill covered in part or in whole by insurance.
However, after we had the *** agent on the line, the call disconnected.
I got back on call with the Ascension agent and she provided me a reference number, and indicated that I could try calling BSW on my own.
I then called BSW and they indicated that I might be able to get *** insurance to apply to the visit if I submitted the proper forms.
Since then, I have submitted the form to *** insurance and am waiting on a reply. Naturally, I will not be paying the current bill until I have confirmation of the matter from *** insurance.
Today, Ascension sent me an email with the subject "Final notice: Your payment is past due". I think this is because I have not been in contact with Ascension while I'm waiting for a response from ***. Seeing as it has only been a few business days since Ascension contacted me to explain the status of the bill (i.e. that they were unable to run the insurance on account of out-of-network considerations), I think Ascension understands that it will take some time to hear back from *** about the possibility of applying my insurance before I consider paying the bill as is.

I think most of what Ascension has said in the response above is accurate. However, I want to clarify that on the phone, I did not agree to pay the balance of the current bill without first fully exploring my options. Since the call with the *** agent disconnected, the Ascension agent indicated to me that I could call *** on my own to follow up with them on any possibility there might be of applying my insurance. I indicated that I would do so, to ensure I'd considered all my options. Seeing as *** did indeed provide an option for me that may work to get my insurance applied to the visit, I have not yet agreed to pay the current bill until *** responds to me.

Sincerely,

**** *******
Business Response
Date: 05/16/2025
Mr. ******** *******,

Thank you for sharing your recent experience with us and giving our team the opportunity to resolve your concern and improve the experience for all those we serve. We received an escalation for your account in Client Relations on 5/1/2025. You are being billed $1,691,64. We found your insurance was billed for the date of service in question. We found that your insurance company denied the claim as we were out of network. On 5/14/2025 We spoke, and you advised us your insurance company may reconsider your claim as emergency needed basis. On 5/16/2025 we have rebilled your insurance for reconsideration for the full balance of $4,699.00 per our conversation you advised your insurance company asked to allow up to 60 business days for processing.

Weve provided a self-pay discount of $3,007.36 and left Patient responsibility of $1,691,64. Per our conversation on 5/14/2025 you have been advised the self-pay discount will be removed and the full balance will be submitted to insurance in the amount of $4,699.00.

Additionally, we thank you for your feedback about your experience attempting to resolve this issue with our Customer Resolution **********************. There was an opportunity to escalate and resolve this concern sooner. We are working with our team to re-educate on escalations, so we can resolve concerns more quickly. It is our goal to always provide our patients with an excellent experience.

Thank you for allowing us to serve you.
Initial Complaint
Date:04/30/2025
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.
Date of procedure: 4-13-2023 I had the procedure done, the anesthesiologist submitted their bill correctly and my I surance paid them. The doctor and outpatient clinic I correctly billed their portions of the procedure(1600 and ****** respectively) and those bills never reached my insurance. A few months later I received those bills showing I need to pay them. I contacted them and my insutance(several dozen times now). St. Vincent submitted the bills incorrectly showing I had no insurance(my insurance told them repeatedly I had insurance). They now have sent me to collections because they can not resubmit the bills correctly to my insurance. My insurance has told them over three way phone calls they would pay the bill(it is a covered procedure) if St. Vincent would just submit the bills correctly.
Business Response
Date: 05/07/2025
Mr. ******* *****,

Thank you for sharing your recent experience with us and giving our team the opportunity to resolve your concern and improve the experience for all those we serve. Our **************** team attempted to reach out to you on 04/30/25 and spoke to you on 05/06/25 to confirm your balance has been reviewed and resubmitted back to insurance.
The account has been returned from collections and back in good standings. We have requested a letter from the agency to be mailed to you for your records. Your insurance ID was uploaded to the billing system however, it was not billed timely. As of 05/06/25 we have rebilled the insurance, please allow 30 to 45 days for processing by your insurance provider.
Additionally, thank you for your feedback about your experience attempting to resolve this issue with our Customer Resolution **********************. It is our goal to always provide our patients with excellent experience and we fell short here.

Thank you for allowing us to serve you.

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Ascension Health Inc is NOT a BBB Accredited Business.