We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Hospital

Ascension Health Inc

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Hospital.

Complaints

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

Find a Location

Ascension Health Inc has 826 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    Customer Complaints Summary

    • 401 total complaints in the last 3 years.
    • 93 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:09/23/2022

      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 2021 I was charged $206 for a well child visit for my daughter, *************************, in error, the wrong insurance was billed. I have been told numerous times that a check request would be submitted, but every time I call back to check on the status I am told that there are pending claims and they cannot process the request. I have had my insurance company contact the billing ***** I have emailed proof of claims being paid and still I cannot get my money back. The most recent time I called with my insurance representative on the line and was told that the check request would be processed in 4-6 weeks which would be 9/23/2022, but still nothing has been done to refund the money they charged me in error. I don't know what else to do to get my money back.

      Business Response

      Date: 10/17/2022

      See the attached.

    • Initial Complaint

      Date:09/21/2022

      Type:Product 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.
      On 09/19/2022 I entered Acensions Sacred Heart Emergency Room. It was noted that I had tightness of chest, am on a beta blocker for superaventricular tachycardia. I made mention of chest pains. I stated I had tested positive for covid 19 and it was the first time I had ever contracted. I had shortness of breath. They collected my urine. Did a chest xray and I stayed there for 5 hours. Other discussions of a ekg, blood samples, and covid swap where mentioned and never done. After an excessive 5 hour wait I left. I have been billed 300 dollar copay for being "seen" in an emergency room. I'm sorry. No examination or evaluation. Was done by physician or PA or NP. The next day I went to urgent care and was put on a anti viral and prescribed and *******. I've done medical billing. This is absurd and unethical.

      Business Response

      Date: 10/28/2022

      I apologize for my oversight on this. We are reaching out to the patient today. Can we reopen this complain? 

      Customer Answer

      Date: 10/28/2022

       
      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:09/20/2022

      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 am trying to resolve a billing issue. Premier Radiology is billing me for services received at ****************************************** billed under an incorrect diagnosis code. I have been talking to them fir over a year. They have placed me in collections and the case is under review. My physician has contacted them. I can't get them to respond or resolve anything. My insurance company will pay if they will code this correctly.

      Business Response

      Date: 10/03/2022

      When we first received this concern, I spoke with complainant and let her know Premier Radiology bills separately from Ascension ******************. I also reached out to Premier and asked that they contact this person. I will reach out to them again today. Please forward this complaint to Premier Radiology not Ascension ****************** if they do not respond. Thank you.

      Customer Answer

      Date: 10/04/2022

      (The consumer indicated he/she DID NOT accept the response from the business.)
      I can't reach Premier Radiology. ******* called and gave me a number. *********************. I contacted my insurance company and got additional information. No one will return my call or pick up to answer.

      Business Response

      Date: 10/05/2022

      I sincerely apologize. Thank you for this additional information. I've just reached out to them again with this information. I am going to email this complainant directly so she may reach out to me directly in the event no one contacts her again. Truly I do not typically have issues reaching anyone at Premier and again I apologize for this long delay. I appreciate being able to assist this complainant address her concern with Premier.

    • Initial Complaint

      Date:09/17/2022

      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 have a head *** with and without contrast on April 6, 2022. I informed the technician that I have difficult veins prior to attempting to insert the needle for contrast but he claimed he could probably get it. The portion of the *** without the contrast went well and no issues. This technician punctured me 6-7 times, 2 times in the same spot, burst 2 veins, and resulted in over a week of arms covered in bruises and pain moving. After the 3rd puncture I asked him to please get someone else and he said there was no one else and that he wanted to keep trying. I told him to stop and he didn't. He missed all 6-7 times and couldn't complete the *** with contrast.I contacted the HR and they filed the complaint with the department and claimed it would be addressed. They also told me to call back if they could do anything to help with the situation. Fast forward to August 2022 when I got the bill of about $600. I called the HR department back requesting they pay the bill as the experience was both mentally and physically traumatizing. In their decision in a letter I got on August 31, 2022 they said **** care was deemed to be appropriate", and "there is no evidence of negligence or liability on the part of Ascension *******************************." They denied my request to have them pay for the *** even though I was told they'd do something to ease the impact of the experience. 'I am continuing to request that this bill be paid by the hospital as it was wildly inappropriate for this technician to continue to puncture me after I asked him to please stop and find someone else. I see negligence in how I was treated as a patient and how this technician was poorly trained as well as liability. I was in physical pain from the burst veins and bruises for over a week and am mentally traumatized from the botched procedure. They are liable for the poor experience I had within their hospital and I believe to make it right they should fully cover the cost of the test.

      Business Response

      Date: 09/29/2022

      Response letter sent to patient on 9/19/22.

    • Initial Complaint

      Date:09/12/2022

      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.
      Requested Ascension to bill my secondary insurance which was provided on day of service, 3/6/22, but didn't happen. Services provided at ******** ********. Began calling their customer service number the following dates, always being assured they would file the claim.
      7/1/22, 7/15/22,8/18/22, 9/6/22, 9/12/22.

      I learned today that they sent my account to collections which I was promised by a representative named "***" on 8/18/22 they would not so. I stated I am capable of paying the balance but ask that my Tricare is billed as it is our secondary insurance. I have provided all of the billing information to them 4 times yet they still sent me to collections.

      After calling again today and threatening legal action, they stated they recalled my account from collections and stated a supervisor would call me within 24-48 hours.

      I have spent 41 years working in healthcare and feel their billing practices and use of off shore call centers is extremely damaging to the consumer.

      Business Response

      Date: 09/30/2022

      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 collection agency account pull back which has been resolved. Additionally, we are submitting the bill to your secondary insurance. 


      The root cause of the secondary billing issue was a failure to get the bill out before the system logic shifted the balance to patient responsibility. I apologize for the inconvenience that this has caused. We are also evaluating our secondary billing processes to ensure that this is not occurring to other patients. 


      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 secondary 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:09/06/2022

      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 had a baby 6 months ago. I quickly paid off what I received I owed from mail. I was meant to have paid it all off by this month at most. My OBGYN I had to pay over **** within 4 months. And the rest I was done paying this month through ascension. I checked my insurance and its all been processed. And a month ago I received I owed more than $4k because it didnt show adjustments of my insurance or where the amount is owed comes from, seems like a mistake. And now Im thinking some expenses Ive more than paid twice for. My insurance has not changed. Theres not statement where the amount exists from. The reason I made a payment plan for 4K was of a bad experience of medical expenses going to claims. I would like for this to be corrected and any amount I paid duplicate of extra for be reimbursed. I have trouble contacting insurance because on their end its correct. Ive sent all files of what I have received. Minus other mail items I have paid for as well.

      Business Response

      Date: 09/26/2022

      ******************,
      Thank you for bringing your poor experience to our attention, so that we could resolve it and work to improve our processes. Our **************** team reached out to you to address your concerns and will continue to follow up until the episode is resolved.. We also discussed the process for having your son added to your insurance policy for processing and payment on the claim, which did not meet our expectations for how we serve our patients. 


      The root cause of the issue was not having all charges on the bill prior to sending it to your insurance and coverage not yet being active for your son when we sent the original bill. We are prepared to rebill your insurance as soon as we get confirmation of coverage for your son and will keep you apprised of any changes after processing with you carrier. I apologize for your experience and the time you have had to invest to help us resolve your childs bill.


      Additionally, I want to thank you for your feedback on your experience. There was an opportunity to more closely review your sons claim prior to it being sent out without the full charges included, but we did not execute on that. We are   re-educating our team on these billing opportunities so we resolve concerns more quickly. We are committed to using this case to improve, and better serve our patients during an already exciting, hectic time that comes with the birth of a child. 


      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: 09/26/2022

      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:09/02/2022

      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 started receiving a bill for the hospital in January of this year 2022 for a the delivery of my son in November of ********************************************************************************************* My coverage is 100% on labor and delivery. I have received this bill every month since January and have spoken to my insurance and the hospital both each month and am told each month this will be fixed and taken care of. Well as of today I received a call from a collections agency. I am floored at the lack of responsibility of this hospital to not address this billing issue. If they can not sort this out with my insurance co I will be forced to file a lawsuit on this hospital for harassment as well as the time it has taken away from my work spending time on the phone with their billing department.

      Business Response

      Date: 09/08/2022

      There was an issue with the patient's name. It was updated in our registration system but because of the age from the discharge date it did not cross to our host billing system to get filed to insurance. Complainant was contacted, apologies were offered and an update was provided. We believe we have addressed this to her satisfaction, if not please feel free to reach back out to us.

      Customer Answer

      Date: 09/09/2022

      (The consumer indicated he/she ACCEPTED the response from the business.)
      Yes they finally fixed the billing issue and I'm very happy with their fast response.

    • Initial Complaint

      Date:08/26/2022

      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 was supposed to have a CT scan which requires a contrast injection. ******* called me several days ahead of my appointment to have me prepay for a portion of the service. After paying they called me a few hours later and told me they had to cancel my appointment because there was a nation wide shortage of contrast. I have been working with their customer service people and have called 7 separate times to get my money back. I have been told lie after lie. They keep saying the money was sent by check and they keep telling me a manager will call me but nothing ever arrives and I never hear from anyone about it. Its been going on since June and it is almost September

    • Initial Complaint

      Date:08/24/2022

      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 was hospitalized overnight on October 7-8, 2021. My insurance was billed and paid their portion on 10/22/21 in the amount of $3,473.36. My portion of this bill was $1,273.64 which I paid on 11/7/21. On 6/3/22, I suddenly get an email saying I have a balance due and the amount on the account is for $3,473.36. I can see that the billing department has made a mistake since they were already paid by insurance months prior so I send a request to fix my account through their online system. I get an email that they'll work on this and will fix this and they close my case. I check a week or so later and no change on the account, so I send a second request and the same thing happens. Soon a month has gone by and I start getting texts, emails and automated voicemails saying that my account has an overdue balance. So I call and talk to a live rep who sees what I'm saying and says they'll forward this to "the right department to fix it" and to give it 3-5 days to resolve. Nothing changes, account still shows the same balance due. I call again after about 2 months of this and talk with someone who says that "no one who you talked to before did anything to actually fix this, but I will" and says he'll call me back when it's fixed. Never get called back, but still getting notices. It's now been almost 3 months and I talked to a supervisor who says they'll "escalate" this issue to fix it. I can't believe how incompetent everyone in this billing department is that they can't fix this issue in 3 months time. And I'm getting harassed by their notices the entire time.

      Business Response

      Date: 09/16/2022

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


      Thank you for bringing your poor experience to our attention, so that we could resolve it and work to improve our processes. Our **************** team reached out to you and explained the ********** recoupment of payment which resulted in the balance change on your statement. 


      The root cause of the recoupment was a lack of authorization for your procedure. I apologize for the inconvenience that this has caused. We are in the process of rebilling ********** for your hospital stay and will keep you apprised of any changes to your patient responsibility. Additionally, thank you for your feedback on the experience attempting to resolve this issue with our customer contact **********************. There was an opportunity to escalate and review the authorization 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: 09/19/2022

      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:08/24/2022

      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.
      6/21/2022 I had a blood draw at the Ascension ************** in **********.Their lab messed up my blood tests which resulted in a call from the nurse on 6/23/2022 stating I needed to immediately report to the ** due to high potassium levels. I requested to have a lab order sent so I could get to a normal blood testing center like Quest but they state this was urgent and could be fatal.I reported to Ascension Hospital on ********* in ******, **. They ran the blood test and an EKG and of course everything was normal including my potassium levels.I then received a bill for $1500.00 after insurance for this one hour visit to the ** that should have never occurred. I tried to get the billing **** to understand the situation that it was their labs fault that I had to report to the **. They will not budge. It is their system's error and I shouldn't have to pay for it when a simple $40 blood draw would have shown their lab had made a mistake. Why do I need to pay for their mistakes? My doctor and nurses at the ************** are terrific. Oddly enough, my heart CT Scan with contrast cost 80% less than this one hour ** visit. They should do the right thing and accept what my insurance paid and write the remainder off and refund what I have already paid. I realize that mistakes happen but as a consumer, I shouldn't be charged for their mistakes.

      Business Response

      Date: 08/29/2022

      The total charges = $4,276.00 (ER ************************), insurance paid $822.91 and patient balance (co-insurance and deductible) of $1,501.97.  Patient paid $300.40 leaving account balance of $********. The patient balance of ******** was written off and the patient will be sent a refund check of 300.40.  I spoke to the patient and he was grateful for the adjustment to his bill.  ******************* Director of Patient Experience, Ascension Indiana Market. 

      Customer Answer

      Date: 08/29/2022

      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. Once I was able to talk to an actual Ascension employee, they handled things very quickly.  I received great care while in their hospital.  Their issue is outsourcing their billing.  Billing simple was no assistance in this matter and could not or would not provide information on how to elevate this so it could actually be discussed.  I appreciate Ascension taking quick action and rectifying this matter.

      Sincerely,

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

    Ascension Health Inc is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.