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Business Profile

Hospital

Ascension Health Inc

This business is NOT BBB Accredited.

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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

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    Customer Complaints Summary

    • 402 total complaints in the last 3 years.
    • 94 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:10/12/2022

      Type:Product Issues
      Status:
      Answered
      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 Hospital in ************ keeps billing me every month for $69.08 for services received on April 11, 2022. Payment was made by my insurance company on May 11. My husband called their customer assistance line three times and spoke with a different person each time, and each one confirmed payment was made and that the balance is zero. But I continue to receive bills.

      Business Response

      Date: 10/25/2022

      Client Relations within Revenue Cycle recognizes that the bill has been paid and no more notices should be going out concerning the $69.08.  It should be closed.

    • Initial Complaint

      Date:10/08/2022

      Type:Billing Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I cant get the billing department to credit the ********** payment made on May 26, 2022 for $31.55. They keep billing me and saying it is my responsibility. ********** was billed a second time and would not pay because they had already paid back in May.

      Customer Answer

      Date: 10/31/2022

      They finally called me back and said they applied the payment to my account.  I checked and had a zero balance.  I think they resolved the issue because of a second call by ***********  Thank you for your assistance.

    • Initial Complaint

      Date:10/07/2022

      Type:Service or Repair Issues
      Status:
      Unresolved
      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.
      St Vincent's BILLING DEPARTMENT has made a CODING ERROR related to our insurance that is costing us $5,166.60.We have made repeated attempts in person, by phone and certified mail over the past 3 months but to no avail.There incompetence and disregard of proper insurance billing procedures are creating problems and unnecessary cost of time and effort on our part.

      Business Response

      Date: 10/31/2022

      Consulted with the ************************ to look into this matter and this is the result:

       

      1.  The patient prepayment was not posted onto the account that was an error with the ************************ as a result the ******** Service Agent was unable to identify the patients payment in order to submit a request for Missing Payment.


      2.  Sent to billing for them to follow up with CareSource to close the account.


      3.  In contact with the Credits manager to refund the patient's prepaid amount.

      Customer Answer

      Date: 11/02/2022

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 

      While I appreciate this type of solution, I have NOT received any official commitment or payment directly from St Vincents.  Instead, I was told yesterday by my insurance company, that St Vincents Hospital has reviewed my file and will NOT make any changes.

      Please have St Vincents - follow through with their commitments and I will gladly accept their proposal.

      Regards,

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


    • Initial Complaint

      Date:10/06/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I applied for the Ascension Providence **************** Advantage Program along with the suplemental coverage by application through one of their brokers on August 26, to take effect starting September 1st, turning 65 years old on August 28th. While checking out after having a routine eye exam on September 22, I discovered the suplemental portion of my application had not been activated due to a processing error by Ascension. After over six hours on the phone with Ascension, the problem was corrected, and I was provided a reimbursement form for the eye exam payment. Then, on October 7, I again was informed after an Oct 5 dental apppointment, that I again didn't have the suplemental coverage. After another 3 hours on the phone, Ascension wasn't able to locate all of the previous notes, wasn't able to again resolve what had previously been resolved, and so I'm left with no choice but to file this complaint in hopes it will attract the attention of someone able to again correct the issue so I have the expected coverage starting on September 1st, and won't have to spend additional hours on the phone. The suplemental coverage costs an additional $23/month, and apparently this was taken, based on my application, but the services were not provided. My membership number is C40628087-01.

      Business Response

      Date: 10/20/2022

      We are in reciept of your letter dated October 6, 2022 (the,Letter), regarding correspondence
      you received from one of our health plan members, ***************************** (the Member).

      We take all complaints seriously and strive to have our members have a positive experience with
      our plan. In review of the Letter, the Member details the issues he encountered attempting to
      utilize the supplemental dental and vision coverage offered through his plan. We have reserached
      the issues raised by the Member and have reached out to him directly with the resolution.
      Additionally, we have educated the broker and call center team on the issues raised by the member
      to improve our members experiences in the future.

      Customer Answer

      Date: 10/24/2022

      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:09/29/2022

      Type:Billing Issues
      Status:
      Answered
      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.
      In September 2022 I went to Is the hospital due to covid. I got a outrageous bill with many errors. My bill totals $3,140. I immediately filed a dispute with customer care billing. I was told many times that someone would contact me would contact me regarding my bill and no one did. I called them for months and all my calls went unreturned my dispute went unresolved. Despite the many calls to get my bill corrected Because they added on services that I did not have not have they sent my bill to collections. I called collections many times and and filed a dispute with them and they would tell me they have not heard from the hospital and the hospital has not responded to my dispute to them. I am very upset because I have contacted not only the hospital that issued the bill but also the collection agency and requested for my and requested for my bill to be pulled from the collection agency and to be corrected so I can pay my bill. I told them I would be happy to pay in full when it's corrected. To day noone has ever called me back to resolve this. I am disputing appx. $2469 in fraudulent charges.

      Business Response

      Date: 10/21/2022

      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 explained the coding changes that were made upon our coding review. Additionally, we resubmitted the bill to your insurance on 10/10/22 which will take 30-45 days to process. We did speak with you and a representative from your insurance advising that your out of pocket is due to your deductible.  


      The root cause of the coding  issue was due to insurance system logic that converts oxygen charges to transtracheal catheter description. It is a known issue with this payor. Also, the coding review indicated insurance charges were excessive for your visit. 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. 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: 10/21/2022

      Complaint: ********



      I am rejecting this response because:



      There are still services listed on my bill that I did not recieve. I have lost money and time and over a year getting this so called fixed. The business did nothing but change the coding which was the title. I never had oxygen with therapy. The medications they stated they gave me were never administered. I had to babysit this business with over 45 phone calls over the past year. So much time has been waisted and emotional distress has been caused. My bill is still incorrect the charges are still incorrect. The business was rude and hung up in my face. I'm only willing to pay for services that I recieved. I only recieved excuses. This is still not resolved. 



      Sincerely,



      ****** *****

      Customer Answer

      Date: 10/31/2022

      1. I have no scar on my neck.
      2. My ******** live shows that I never had any catheter
      3. They need to review the cameras of me being discharged I had a oxygen tank with me that was provided to me by my I surface company. I had oxygen that was blown into my nose from a very small tank.
      4. I even followed up with my doctor a week from he hospital discharge date twice to see ****** ********** and she saw me on the oxygen tank and she will even state I never had a transtrachel cather.
      Attached is a photo of my neck no scars or marks. They should review their hospital cameras. If they refuse to review the hospital cameras or state they can't view it they need to simply remove the charge as a final resolution. 
      I need the business to respond to me by phone it's currently October 29, 2022. If they can't reach me they need to leave a detailed message with their name and direct call back number and they department they are in.
      This issue is not resolved all they did was replace it with another code for services I absolutely did not recieve. 
      Regards,
      ****** *****
      *** *** ****

      Customer Answer

      Date: 11/02/2022

      The business has not returned my voicemails they are charging me for a service I did not recieve which is a transtrachel catheter.

      Customer Answer

      Date: 11/18/2022

      I am still disputing 
      1. transtracheal catheter that was charged 4 times that I never had. (Mind you I was at the hospital for a day and a half. How can you charge 4 times for this)
      2. a EKG that was never performed. I only had a chest xray.
      3. I am also disputing the oxygen therapy with exercise because I was never given exercise.
      I feel discriminated against , taken advantage of , led on and at this point I'm really questioning their ethics and integrity. They are not being reasonable or calling me. 
      I also want a copy of any documents I signed agreeing to any charges. 
      They need to call *** *** *****

    • Initial Complaint

      Date:09/29/2022

      Type:Billing Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I saw a doctor and had physical therapy on 2/23/22 and 2/25/22. ******** and Cigna, my ******** supplement company, were billed by Seton (Tri County Physicians) for these visits. Both ******** and ***** paid the allowed charges. Seton is claiming that I owe $49.91, the amount paid by ***** in March 2022.Seton's billing group was sent the Explanation of Benefits, showing the Cigna payments, on at least four occasions. A Cigna representative said the billing group had been given payment tracking information also. Cigna and myself have jointly called the Seton billing group four times. In addition, I have messaged or called the Seton billing group a total of seven times since May 24, 2022. Both myself and ***** were told the payments will be properly credited but it has not happened.Today, September 29, 2022, I received a message through the patient portal about making payment. This is clearly harassment. The amount in dispute is too little to pay a lawyer but I am concerned that my credit is going to be impacted. The last paper bill I received implied the account will be sent to collections if I don't pay.Also, I am unable to see any of my physicians because it is their policy to not allow visits if there is an outstanding bill. I also have a pending referral that will not happen because of this. Everyone involved has spent far more than $49.91 in time and effort. This is disgraceful.

      Business Response

      Date: 10/03/2022

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

       

      My apologies your issue has not been resolved. I am only able to address hospital bills, but I have sent your account to an escalated group that addresses physician billing concerns. I also provided them with the documentation you provided her so they are better able to assist you.

       

      They should be reaching out to you once they have had an opportunity to review the account,

       

      Thank you,

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

      Customer Answer

      Date: 10/04/2022

      Better Business Bureau:

      The business responded on 10/3/4, telling me that someone would call me today but I never heard from anyone.  However, I checked my account and the incorrect charges have been removed.  That is the resolution that I wanted.


      Regards,

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

    • Initial Complaint

      Date:09/28/2022

      Type:Customer Service Issues
      Status:
      Answered
      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.
      Today, 9/28/22, I received an email informing me that my account was past due and to take action immediately. I went to my patient portal and it said that I owed nothing. I tried to call the “customer service” number and got on a never ending loop of instructions on how to reach my hospital. This has been a constant problem and I am ready to change from a doctor that I know and like to someone in a different system just so I don’t have to deal with a system that is clearly broken!

      Business Response

      Date: 10/17/2022

      Hello,

      Our Medical Group Customer Relations leader attempted 3 outbound calls to *** ******** and left 3 messages, but we have not received a return call. We are happy to help *** ******** if he would like to return the call.

    • Initial Complaint

      Date:09/28/2022

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 can only afford a certain amount to pay each month, my wife and I, both retired, are on a fixed income. Four separate accounts for one service rendered. Need to combine all accounts and make payments of ****** a month until paid. I was told accounts could not be combined. Unless I paid their minimum which is above ****** a month, I would fall under their minimum payments and therefore be turned in to their collection agency. we have good credit and always have. They will not accept below their minimum a month. We have and will continue to send them ****** a month. Who is being unreasonable?

    • Initial Complaint

      Date:09/27/2022

      Type:Billing Issues
      Status:
      Answered
      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 went to Ascension Hospital at ******************************* on November 30, 2021. It was a preventable care visit. My son went to the same place, but saw a different doctor for preventable care visit on December 3, 2021. Somehow, Ascension billed both visit as I was patient, and send me the bills. I contacted my insurance company so many times, and Ascension resubmitted my claims, but they never properly submitted it then my claims were denied. So I officially contested to my insurance company with thier proper documentation and again it was denied. My insurance understood that Ascension billed them with mine and my son's visit as I was patient, but they can't do anything only Ascension can resubmit my claims again. There are no more appeal I can do. Supposedly, Ascension resubmitted my son's claim as he as a patient. That was July 2022. They said it will take about a month to process. But I just received the bill stated as final notice on August 26 2022. It's not going to resolved unless I pay the bill that I don't owe them at all. They just want to ruin my credit. It's been so frustrated and it's not going to be solved. I don't understand why I have to pay preventable care visit because of whomever processed my claim and my son's claim put together and failed to notice their mistakes.

      Business Response

      Date: 10/13/2022

      I hope this letter finds you well. Thank you again for taking the time to connect and share your
      recent experience following your visits on November 30, 2021 and December 30, 2021. I would
      like to follow up on your concerns with what we have learned and actions taken as a result of
      our review.
      At Ascension Medical Group, we are committed to always listening to those we are privileged to
      serve and to delivering compassionate, personalized care. Our leadership team takes your
      feedback seriously and we have thoroughly reviewed your concern. After careful review, these
      are the conclusions and actions that have been taken:
      Upon review, insurance subscriber information was initially incorrect for the physician bill for
      your son. This subscriber information has been updated and the updated bill submitted to your
      insurance provider. Your sons balance that was erroneously sent to collections has been pulled
      back from collections and is now pending insurance payment. We will continue monitoring the
      rebilled claim with ********** until they have processed the claim. To ensure that all diagnostic
      labs and preventative care are covered prior to care, we would recommend reaching out to your
      insurance company for additional information.
      On behalf of our team, I would like to offer our sincere apology that your experience did not
      meet expectations. Thank you for giving our team at Ascension Medical Group the important
      opportunity to review our process and resolve your concern.
      Please contact me if you have any additional questions or concerns. I can be reached at
      ***************************************. We hope that you will give our team another opportunity to care for
      you in the future.
      Sincerely,
      ***********************
      Program Manager
      Ascension
      Enclosure: Ascension Wisconsin Patient Rights and Responsibilities

    • Initial Complaint

      Date:09/23/2022

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 is bill for an annual physical that is to be paid 100% by insurance Date of service 03-04-2021 I have talked with insurance agent and agent from ascension twice at the same time on phone with their promise to resolve Now it is over 1 1/2 year old and Im still getting billed for ******

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