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

  750 N. Socora St., Ste.#100 Wichita, KS 67212-3794

• 

  Ascension Medical Group Via Christi

  1720 East Osage Road Derby, KS 67037-2090

• 

  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:11/12/2022

  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.

  Service Date 5/28/2021, Seton Filed multiple claims with ******** and Cigna for a heart surgery. On 10/12/2022, I received a bill for $830.35 from Seton. I called Cigna about this that day and they stated that they paid this amount in full on 6/26/2021, check # ******* and it was cashed on 7/8/2021 by Seton. They also stated that Seton had recently filed another claim on the same surgery, which was denied since the first claim was paid. I then called Seton on 10/12/2022 and spoke with ****** about this. He researched this and told me he could see where they received the money and it would be applied shortly to my account. It is now 11/12/2021 and I have received another bill for the same amount due. I'm asking for the amount to be credited to my account immediately, a letter showing a zero balance and for the business to no longer contact me.

  Business Response

  Date: 11/16/2022

  ********************,

  Thank you for making us aware you are experiencing an issue. We will have someone review the account and then reach out to you.

  Sincerely,

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

  Customer Answer

  Date: 11/16/2022

  Complaint: 18395429
  
  I am rejecting this response because:  Reaching out to me after reviewing the account is not a resolution.  A resolution is sending me a paid in full receipt with an apology.
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:11/12/2022

  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 had services at this hospital from 1/24/2022-1/26/2022, including a surgery. I have received bills for changing dollar amounts from this facility over the past few months. I paid what my insurance indicated I should pay based on the EOB's and the hospital continues to bill me for thousands of dollars. This procedure was at an in network hospital and was approved by insurance. I met all out of pocket deductibles and maximum out of pocket for my insurance. I have communicated to the hospital repeatedly that I owe them $0. Each time I just get another bill for a different dollar amount. The last bill on 10/12/2022 was for $8777.10. This bill seemed extremely urgent that I pay and was followed by a call from a company which when I checked was a debt collector. I have asked for the bill to be placed on hold and was told by some personnel it was on hold and later some personnel told me it could not be placed on hold which is what appears to be the truth. Each time I call I get the same story call us back in a few days and nothing is ever done. I sent the attached letter on 10-21-22 via e-mail which included EOB's which show the total amount I owed them was $5599.32 and I have already paid them $5624.19 which means they owe me $24.87. They do agree that I have paid them $5624.19 at this point. In my letter I asked for a written response by 11/9/2022. I have heard nothing. I called on 11/11/2022 and found out they still show I owe $8777.10 and nothing has been done. Their representative actually told me not to worry if it goes to collections because I have the EOB's which show I owe nothing! Seriously, how could you tell a customer don't worry if you have to spend hours of your time proving you owe nothing and it impacts your credit rating! The hospital was very good, but the billing department is just awful! I cannot resolve this issue on my own please help me. Thank you

  Business Response

  Date: 11/16/2022

  **************,

  Thank you for submitting this issue to us so we might investigate it. It will be submitted for review and someone will be reaching out to you.

  Sincerely,

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

  
  

  Customer Answer

  Date: 11/16/2022

  Complaint: 18395164
  
  I am rejecting this response because: This is the same response I have always gotten we will review it and then nothing happens and they send another bill for thousands of dollars.  They must actually review it and agree I do not owe anything for this to be resolved.  I must get a 0 balance in writing also.  Thank you.
  
  Regards,
  
  *********************

• Initial Complaint

  Date:11/11/2022

  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.

  Claim ************* 1675.90
  Claim ************* 1542.90
  
  I went to Ascension Via ******* on 5/28/22. Ascension billed my insurance (****************) $1542.90. Ascension then billed for the same day of service $1675.90 for the exact same service. Instead of filing an adjustment to the original claim they tried to get an extra 1675.90 on top of the 1542.90. Before I had found out about the fraud Ascension also contacted me telling me that I owed 133 and set up payment arrangements of 25 monthly of which I paid on 6/24/22 and 7/5/22. My debit card had to be replaced due to it breaking, so when they tried to pull the funds in august it was denied due to wrong card information. I also around that time found the eob from anthem explaining they paid the bill 100%. When I called ascension I was informed they would refund my $50 by 9/27/22. I have since three way called my ins with ascension to explain I owe nothing and that they will get their money the moment the file the adjustment correctly. Still nothing happens and ascension continues to try and claim 1675.90 additional from my insurance along with the previous 1542.90.

  Business Response

  Date: 12/07/2022

  Mr. ******,
  

  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 rebilled $1675.90 to your insurance after which the original payment was recouped by your insurance company but they did not make a new payment at that time. We resent your claim for reprocessing on November 15, 2022 and it is being processed for payment. We also confirmed patient responsibility remaining will reflect the $50.00 you had already paid, leaving your patient responsibility at $100
  
  
  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 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.

• Initial Complaint

  Date:11/09/2022

  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.

  We have not received a billing statement for the past 2 visits of inpatient care at *****************************. Automated calls are being received for paying his bill. In order to reply to leave a message one has to have the account number which we do not have because we have not received a bill. As his wife with POA, I have attempted to reach a person in the billing department. Finally after numerous barriers to reaching them, I got a return call and even though I have POA, he would not speak to me to resolve the issue. (My spouse has dementia so I'm the person to speak to regarding billing issues.)The issue is they do not have our new address. I tried to give the new address but the billing associate would not even take that information. He could have just called my husband in person to resolve the issue. Apparently that is too difficult for the associate to do.I'm totally frustrated. Send me a billing statement and I will pay the bill.!

  Business Response

  Date: 11/15/2022

  Hello. Upon receipt of this concern I reached out to our patient accounting department.  They have attempted to contact the complainant via phone twice and once via email without success.  We apologize for any inconvenience this has caused and appreciate the opportunity to address their concerns. The complainant's address has been corrected in our system and the lack of follow up from our customer service unit has been addressed. The there is no outstanding balance for this account. Please feel free to reach out if we should be of further assistance.

  Thank you.

• Initial Complaint

  Date:11/07/2022

  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 notified the **** neonatologist (***************), clerical staff, charge nurse and chaplain during our hospital stay almost a year ago in December of my grievances with the care received by my newborn under ****************. Even though I am employee with ascension, the charge nurse gave me a bogus email and said to just email that with my complaint; it was a personal Gmail account and not even an official ascension email. I then put in a negative patient satisfaction survey at discharge and was contacted by a survey coordinator who said she would notify her supervisor who would contact me asap but I was never contacted. The **** clerical associate called to check in from ************************** after being home for a few days and we told her that we were very unhappy with the care our newborn received and she said someone would be in touch but we were never contacted. We received a hospital bill for care that we have already paid in full and just moved on with our lives and now we are randomly almost a year later receiving a bill from **************** for our almost one year old, when our insurance said our deductible was met and all bills from his birth were already paid in full! Not to mention I fired **************** from our newborns care and **************** took over care until his discharge so we shouldnt owe her anything personally. Im unsure why we are randomly receiving a bill from pediatrix medical group now for services rendered almost a year ago! Until the hospital, specifically the ****, actually follows through with allowing me to file a formal complaint against **************** for services she did not even conduct and also put my newborn at risk I am not paying this doctor who was fired from care any amount of money.

  Business Response

  Date: 11/08/2022

  Pediatrix is the company who employs the Neonatologists who care for our babies in the NICU.  Our leadership team has reached out to their leadership team and they will be reaching out to this complainant directly.  Thank you.

• Initial Complaint

  Date:11/02/2022

  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 am utilizing a payment plan through the hospital to pay off the hospital bill incurred with the delivery of my son two years ago. I have made payments monthly and punctually. I have received a new charge of $568.98 added to my bill and Ascension cannot verify why this charge has been added to my account. I have not received denials from my insurance company, I have checked for updated EOBs and there is no verification of this charge. The employees in the finance department are telling me that they cannot find the reason for the cost but I still have to pay it. I have asked for it to be removed from my account, and they said they would escalate this and remove it from the account within 10 business days. It has been fourteen+ business days and this has not been removed. I have contacted the hospital through their customer service email service and I have not received any reply. The representative that I spoke with today stated that they do not have a copy of my EOBs on file.

  Business Response

  Date: 12/03/2022

  Regarding: Patient: Christina *******
  Complaint Number: 18347722
  

  Hello,
  
  I am writing in response to the BBB letter dated November 2, 2022 addressed to ***********************. The letter is in regards to patient Christina *******. The outline of this concern is as follows:  
  
  "I am utilizing a payment plan through the hospital to pay off the hospital bill incurred with the delivery of my son two years ago. I have made payments monthly and punctually. I have received a new charge of $568.98 added to my bill and Ascension cannot verify why this charge has been added to my account. I have not received denials from my insurance company, I have checked for updated EOBs and there is no verification of this charge. The employees in the finance department are telling me that they cannot find the reason for the cost but I still have to pay it. I have asked for it to be removed from my account, and they said they would escalate this and remove it from the account within 10 business days. It has been fourteen+ business days and this has not been removed. I have contacted the hospital through their customer service email service and I have not received any reply. The representative that I spoke with today stated that they do not have a copy of my EOBs on file."
  
  I have had an opportunity to partner with Patient Accounting, R1, who has reviewed the account in full. I sincerely apologize for any frustration or confusion this has caused ******************. I have outlined below findings from the review of the account:
  
  On July 5, 2022, the patient called customer service because they received an email about the adjustment of the balance.  The patient stated the balance was $1895.36 and was adjusted to $2265.79, a difference of $568.98.  The agent advised the patient to follow-up with their insurance.  On October 8, 2022, the patient emailed this same concern to customer service and an agent submitted a request for the billing department to review the balance adjustment.  Per the review, there was no remit on file, but they clarified the patients balance was $1481.08.  On October 14, 2022, the billing department noted there was no denial from insurance.  On November 3, 2022, the patient disputed the balance stating they were not sure where the $568.98 adjustment originated.  The agent gave the patient the support web address to send their EOB to so billing could attempt again to explain where the adjustment took place.  The customer service and billing department had still not received the patients EOB as of November 21, 2022.  Client Relations called the patient three separate times and left voicemails each time.  They received no response from the patient.  There was a payment of $261.57 that posted three times, but two of the incorrect payments were reversed.  This is the current status of the patients account:
  
  Total charges = $15,381.14
  Insurance adjustment = $8,659.85
  Patient Responsibility = $5,229.52
  Patient has paid = $4,010.01
  Patient current balance = $1,219.51
  
  Thank you for bringing these concerns to our attention.  It is because of ****************** willingness to share her experience that we have the opportunity to improve the services we provide.  I hope this information is helpful to you and ******************.  If you have any additional questions, please contact **************** at ************.
  
  

  Sincerely,
  
  ***********************************, RCP, RRT, RPFT
  Risk Management Specialist
  Ascension Sacred Heart 
  
  
  

• Initial Complaint

  Date:11/02/2022

  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.

  There are two:1. My children and I went to a well check appointment with a new doctor. We were charged two different bills for the same appointment. When we looked into it, we got the run around for several weeks. No one could explain the charges. We were forced to do our own research and realized some discrepancies. It wasn't until 3 months later, after speaking to someone on staff at ***************************** that it would not be billed as a well check because we did not have the insurance. By this time the bill had been sent to collections. We have been in communication with the collection agency, the hospital admin, and finally the insurance company. Everyone has been helpful with the exception of Saint Vincents billing department. We have done our due diligence and expect a higher level of professionalism from those that we sought to handle our medical care, financial being an important part.Needless to say, we will not be using them as our provider. This situation has still not been handled properly yet. All we need for them is to undo their own mistake of sending this bill to collections prior to having resolved our customer complaint. They acted presumptuously and without care. We only have answers due to our work, not theirs. We expect this to be finished by allowing us to pay the bill through the hospital rather than collections and be given an appropriate explanation of the two different charges for the same service.2. This might be minor compared to above but we believe it is still relevant. When I went in to be seen (my husband took me in because I could hardly walk), they refused to see me because I did not have a Florida State License. Not sure if this is normal, but it simply attests to their lack of ability to care. As a health care business I would've expected a different process. We ended up elsewhere, given the appropriate treatment even being a new resident. Being new here, we didn't realize a health facility could operate in such a matter. Thank you

  Business Response

  Date: 11/16/2022

  The amount billed for each patient is based upon the services rendered, which can vary from one patient to another depending on diagnosis.  In this case, a prescription drug management service increased one claim to a higher level of care than the other.  Per the ****** request, our ****************** reviewed the coding of each claim and found that they were correct.  A request was made to pullback both accounts from collections.  Both accounts have now been paid in full and are resolved.  We apologize for any inconvenience in obtaining the information requested.  This issue has been discussed with the ******************.  
  
  For non-emergent medical appointments, a valid identification is required to properly verify the patient.  For emergency situations (in a hospital ********************** a patient will be treated regardless of their ability to produce a valid identification. 

  ****************************, MBA, RN, CPHRM
  AMG Risk Manager 
  Ascension *******/Gulf Coast 

• Initial Complaint

  Date:10/28/2022

  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.

  I was discharged from Sacred heart 10/20/2022. My discharge instructions were inadequate.I was given my first rabies vaccine at Sacred Heart- verbally they said - get the second one at **** of health or urgent care. They never put any specifics on my discharge. I calle 10 times and got the run around.I spent $50 on cabs going to **** of health and urgent care. No one has the second shot to give me or can tell me where to get the second shot. Sacred heart urgent care argued with me and insisted that i do **** of health paperwork for the first shot- I told them repeatedly i needed the second shot but all they offered was the first shot.The hospitalist failed to provide me with adequate discharge instructions. I want my cabs paid for $50 and for sacred heart to provide transportation to get my remaining rabies shots.

  Business Response

  Date: 10/28/2022

   Our company attempted to call the patient. The phone number is disconnected.  We will be sending a letter to the patient once quality of care has been reviewed.  

• Initial Complaint

  Date:10/24/2022

  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.

  On April 24, 2022 my daughter was treated and released from the ** at Ascension St. Vincent. We used this hospital because we were from out of town, and it was closest to our hotel. After driving for an hour my daughter was having further complications. I called the ** to ask them what medication was given to her. They refused to give me any information. I was not asking them for medical advice, but was asking them for information as to what they administered to her while under their care. This information should have been provided on the discharge papers, but was not. Their only statement was, "bring her back if you feel she needs to be seen." I explained that we were heading home and this was not possible. My daughter's pediatrician wanted to know what she was given so that we could take proper action. In May of this year, we received a bill from the hospital for over $5000. I called to express my concern prior to receiving the bill that the care was less than desirable, but the fact that information was withheld from her discharge papers could have been fatal. The ** manager, *****, admitted that there was a glitch in the system and that she would report this to upper management and get this resolved. We have been given the run around after speaking with the finance department, customer service, ** manager etc etc...no one is willing to help, even after they admitted fault to a "glitch in the system". This is not how you treat patients...especially a 11 year old girl. There is no excuse for omitting information from the discharge papers. We requested that the bill be lowered. The total amount due is now $2139.79. We requested that they take what has been paid and absorb the rest considering they did nothing but make things worse. She was having an allergic reaction to what they gave her and we spent precious time begging them to just tell us what they gave her. This could have ended very badly.

• Initial Complaint

  Date:10/22/2022

  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.

  I was contacted by ***** on 05.25.22 to pay ****** copay for an *** on 05.31.22. I paid in advance with my ***** I started receiving bills for the copay amount and made numerous phone calls asking that the ****** be applied correctly. I called ************. I was given all kinds of excuses about where the ****** was and was told by various people that they dont have a record of the payment forcing me to email them a copy of my **** statement, another time stating the ****** was applied to another bill, and another time telling me that the money was credited back to my **** which was a lie. I have documented all of my calls. **** tells me it is too late now to dispute the charge. ***** is now threatening to take me to collections. All I want is for the ****** to be applied to the *** and a corrected bill. I just received today yet another bill in the same amount. This is the most inefficient billing service that I have ever experienced. Please help. The billing office number to call is ************.

  Business Response

  Date: 10/27/2022

  Thank you for sharing this patient's concerns with us.  We will be contacting our customer directly to respond.

  Customer Answer

  Date: 11/03/2022

   
  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,
  
  *************************