Complaints

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

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  Ascension Health Inc

  Saint Louis, MO 63145-5998

• 

  Ascension Health Inc

  3838 N 1st Ave Evansville, IN 47710-3326

• 

  Ascension Medical Group Via Christi

  9350 E.35th St. N. Bel Aire, KS 67226

• 

  Ascension Medical Group Via Christi

  720 Medical Center Drive Newton, KS 67114-8778

• 

  Ascension Medical Group on Andover Road

  612 N. Andover Road Andover, KS 67002-9778

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:12/21/2022

  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 received a ***** from Ascension on 6/4/2021. I had met my deductible for the year and the prescription for the device had been approved by my insurance. Ascension confirmed this as did my insurance. In the year and a half since I have received 7 letters demanding payment for the *****. In amounts varying from around $4800 to $3759.55. I've called upon the arrival of every letter. I've been told with every letter that there was an error on my account and to disregard. However, on 3 of the 7 letters I've been told that Ascension has no record of having sent any such letters. Nor did they have any accounting for the dollar amounts requested. They could not find any matches with the dollar amounts. That is also true with the most recent letter demanding $3759.55. Ascension is unable to explain this amount nor to find any such matching amount in their system. I no longer have any faith in the Ascension billing department and would like for someone of authority to look into the account and explain this ongoing mess. And, not an explanation that somehow makes sense to Ascension but an explanation to me why they have spent the last year and a half sending bogus bills. At some point, somebody at Ascension should be able to resolve this matter.

  Business Response

  Date: 12/27/2022

  Spoke to client on 12/22/2022 regarding charges with explanation of the charges and delays regarding the claim.

• Initial Complaint

  Date:12/09/2022

  Type:Billing Issues
  Status:

  UnansweredMore 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 received a bill bill dated 12-16-20 from Ascension Hospital on December 5, 2022. I have tried to call and find out why I'm receiving a bill two years later to no avail. I don't have ******** to pay this bill. I fell down the steps and they are charging me for a cat scan,ekg and occupational therapy. I was was in this hospital overnight.

• Initial Complaint

  Date:12/05/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Ascension St. Vincent Indiana hospital billing sent me to collections after having recieved payment in full from the insurance company 4 months prior. They billed the wrong insurance to begin, even though I provided my insurance card at the time of service. I switched carriers 3 months later, and they had delayed billing for that long they billed the new insurance in error. I spent hours on the phone with their billing team and also both insurances who reassured me it was taken care of. I then got a final billl in all red and called back only to be told to disregard the bill, payment is in process from insurance. Then 3 weeks later, I find out i was sent to collections. I called billing back 3 times and each time i got canned responses and attempts to just get me off the phone with promises to call back, which never happened. When I called insurance again, they gave me the check number they paid in full 4 months prior to being sent to collections. The nice representative called St Vincent billing and they found the check! Even then, no one would help me and contact the agency to recall the collections claim. No one cares to fix their mistake. Its been 3 weeks now and the collections agency hasnt heard from them at all. I filed a formal complaint through St Vincents and have heard nothing back.

• Initial Complaint

  Date:12/02/2022

  Type:Customer Service 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.

  Ascension Via Christi is the worst hospital that I have ever walked into. I took my wife there after she had an accident. The ER staff was good however did not follow up after the ER visit. We were told that a specialist would contact us the following day for a follow up visit to correct a broken bone. Never received a call from anyone from this facility and ended up following up with another hospital who had correctly diagnosed my wife’s broken bone and ended up having surgery. I tried to make contact several time with Ascension Via Christi, left messages and never received a call back. This originally occurred in May of 2022, I finally made contact with someone from Ascension in July and filed a concern of care from their facility. When the complaint had been filed, I was told that it would be addressed within 30 days. I sent all the required documentation that they had asked for via email. I continued to call the facility for updates in August, September, October, and November. Finally I get a letter stating that the care that was given was adequate and they determined there was no negligence on their facility. The information in the letter was not correct on release of my wife. One way that they can side step medical care. Their providers did not provide the correct care for my wife at all. I wouldn’t take a sick dog to this hospital. Talk about lack of care. I would give this hospital a rating of minus 10.

  Business Response

  Date: 01/04/2023

  Thank you for the opportunity to respond to the complainant's concerns and we apologize for the experience. It is our understanding that the complaint was originally filed with our billing department in July 2022 and addressed as a billing/charge related concern. When the complainant was not satisfied with the billing-related investigation, the concern was transferred to the department that investigates clinical grievances; a voicemail was left on October 6, 2022; and a comprehensive clinical investigation initiated. In early November 2022 a letter was sent to the complainant's spouse advising that due to the extensive investigation, a letter of findings would be delayed. A letter dated November 22, 2022 was mailed to the complainant's spouse advising of the results of the investigation and offering an apology for unclear communication related to the experience. Due to the medically-specific/personal care information and investigation content in the letter, it has not been included in this public BBB response. 

• Initial Complaint

  Date:11/30/2022

  Type:Service or Repair 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.

  Physical Therapist made my condition much worse after promising to cure my 29 year old spine injury.

  Business Response

  Date: 12/06/2022

  Thank you for contacting us.  We will be reaching out to the patient directly.

• Initial Complaint

  Date:11/30/2022

  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.

  This has been an ongoing issue since April 9, 2022. My account has not been credited for *** funding in which ***** paid on behalf of my account to Ascension. Ive contacted your offices 9 times and emailed my explanation of benefits for ************************* from Aetna as the current amount due on the account is incorrect and needs refilling for the *** funds in the amount of $645.02. This has been and ongoing issue since April and I have called each month and no one in billing has fixed this problem. In addition I have done several call with your customer service agents as well as supervisors on three way calls with *****. During that last 3 way call with Ascension and Aetna regarding this service on 4/9/22 we discussed this on 10/28/22 at 4:15pm the following was discussed:For the ** Visit from April 9, 2022:-A Payment was received in the amount of $770.84 Payment ID *************** received on April 20, 2022 which was a lump sum issued for $8,635.70 -Payment ID *************** for *** fund was issued for this bill to credit my account on August 22, 2022 in the amount of $645.02 which is where the discrepancy lies. This information was faxed to ********** to Ascension from Aetna of the original explanation of benefits. I then on 11/8/22 contacted the *****/Ascension group and was told ***** issued on 5/3/22 the *** fund payment code ***** in the amount $645.02 as well in talking to the representative today at your office number ************. Can my bill be reprocessed as I only should owe the following for April 9, 2022:Amount billed $2,164.00 Plan discount $1,179.35 Your plan paid $780.60 Your HealthFund *** paid $645.02 Total amount you may owe $204.05 Yet Im still being harassed and billed for $849.07 when you have been paidS. I need this resolved asap as I do not want this to hit my credit. Once the bill is adjusted I will gladly pay the balance.

  Business Response

  Date: 12/05/2022

  Ms. ****,

  
  Thank you for bringing your poor experience to our attention, so that we could resolve it and work to improve our experience for our future patients. Our **************** team reached out to you and confirmed we have billed $849.07 incorrectly as your HRA through the insurance paid $645.02 toward patient liability. We also confirmed patient responsibility remaining will reflect $204.05 within 72 hours and you will be billed the correct balance at that time.

  The root cause of the billing issue was due to our not posting your HRA payment to your account. We are re-educating our team on these billing opportunities so we resolve concerns more quickly. I apologize for the inconvenience that this has caused. /

  Additionally, thank you for your feedback on the experience attempting to resolve this issue with our customer resource **********************. There was an opportunity to escalate and resolve the insurance posting issue sooner, but we did not execute on that. 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 providing the 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: 12/05/2022

  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:11/29/2022

  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.

  On 6-15-22 I spoke with a rep by the name of **** who combined 2 accounts: #********* and #********** into one payment arrangement - the arrangement was for $3,924.82 with 24 payments of $163 monthly. I have made my payment every month. I however get a threatening collection letter from Ascension every month about non payment - I have spoken to a rep every month trying to get this straightened out - they each assure me it is taken care of - but I get another collection letter the next month (I have the names of every rep I have spoken to): ******* ******* *** ** ***** **** ***** ***** *** ***** - I have requested to speak to a supervisor to try and get this cleared up but no supervisor will call me back - ***** told me they have no complaint dept and I had to just wait. I believer Ascension is boarding on harassment - I have done everything right in working with them to ensure that this medical bill is paid - however they cannot seem to get this issue cleared or stop sending me threatening collections notices every month. I would like this situation resolved. This has been going on for almost 6 months. I do not believe a patient should be harassed with potential collection when the payment arrangement Ascension made is being upheld on MY END MONTHLY. This situation needs to be resolved immediately.

  Business Response

  Date: 12/12/2022

  Ms. *****,

  
  Thank you for bringing your poor experience to our attention, so that we could resolve it and work to improve our experience for our future patients. Our Customer Service team reached out to you and confirmed we had a previous payment arrangement with you for both of your accounts. Due to payment processing issues in October and November, the payment plan was canceled and the accounts began aging. We have since set up a new dovetail payment plan for your remaining balance putting your accounts in good standing. Any further aging balance notifications received prior to next month’s refreshed statement cycle can be disregarded as updated payment arrangement/remaining balance will reflect on next statement cycle. I apologize for the inconvenience that this has caused.

  Additionally, thank you for your feedback on the experience attempting to resolve this issue with our customer resource center. There was an opportunity to escalate and resolve the payment plan issue sooner, but we did not execute on that. 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 providing the 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:11/28/2022

  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.

  Original office visit = September 2021. Did not receive statement until July 2022. Showed incorrect balance that failed to include insurance coverage. Called and went to automated system requesting callback. No callback. Called again next week and spoke with person taking down callback numbers. No callback. Sent payment for amount I did owe along with copy of insurance claim showing they covered remaining balance. Check cashed and another statement sent in August for outstanding balance that matched amount already covered by insurance. Called August 15th and spoke to *********. Said he saw error and corrected to $0 balance. Another statement for incorrect balance received September 2022. Called again and received automated system. No callback. Then another statement October 2022. Called October 13th and spoke with *********. She said notes from August call showed nothing was done to update balance nor could an agent have done what **************************... ********* said she was putting in balance adjustment and to call back the next month. November statement arrives and says I am now going into collections(!). Called November 9th and had to beg to be put through to an agent rather than supposedly added to callback list. Luckily got ********* who remembered previous conversation, but had no updates. Said to call back in a week. Called November 16th. Same deal...had to beg for agent and again got *********. Still no updates. Said she would ping a supervisor and ring back the next week. Missed call on November 23rd but no message left. Called first thing on November 28th. ***** with offshore answering center kept giving runaround that agent's phone was broken, said no updates via chat, and would callback in afternoon. This is beyond unprofessional and completely fraudulent. Shameful to think this is a healthcare provider.

  Business Response

  Date: 12/06/2022

  Thank you for contacting us.  We will be reaching out to our patient directly.

• Initial Complaint

  Date:11/22/2022

  Type:Billing Issues
  Status:

  UnresolvedMore 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'm on Medicare and I have blue care advantage but Ascension health care keep sending me a bill without applying my insurance. My daughter called several times to give the insurance information but keep getting a bill of 9, 665.52. Account number *********

  Business Response

  Date: 12/12/2022

  Ms. *******,

  
  Thank you for bringing your poor experience to our attention, so that we could resolve it and work to improve our experience for our future patients. Our Customer Service team reached out to you and confirmed we did bill your patient responsibility incorrectly due to a coordination of benefits error based on how your insurance was loaded in our system during registration. Upon review of your coverage, we determined your Medicare coverage should have been billed as primary and then the additional balance billed to your secondary insurance. Please allow 45-60 days for your insurance to review and re-adjudicate. We will contact you once the claim is processed. We are re-educating our team on these insurance billing opportunities so we resolve concerns more quickly. I apologize for the inconvenience that this has caused.

  Additionally, thank you for your feedback on the experience attempting to resolve this issue with our customer resource center. There was an opportunity to escalate and resolve the insurance billing issue sooner, but we did not execute on that. 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 providing the 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: 12/13/2022

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I just another bill for the same amount.
  
  
  
  
  
  Sincerely,
  
  
  
  **** *******

• Initial Complaint

  Date:11/18/2022

  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 my annual follow up visit with ***********************, NP on 9/29/2922. I provided her office [Meridian Surgical Group] with both my ************************** Card and my **************** Cards. I received a bill from their billing service who is refusing to file secondary claim with ****************.

  Business Response

  Date: 12/01/2022

  Account Note: Working escalations: Pt informed she has 2ndry ******** ins. Added MA ins as pts 2ndry and dropping claim ********. I called ****, informed pt I was able to confirm elig and claim submitted. Advised pt to disregard any billing at this time.