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 Via Christi Home Medical in Wichita

  PO Box 2957 Wichita, KS 67201-2957

• 

  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

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:08/22/2022

  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.

  My wife had surgery December 10, 2021 at Ascention Seton on *********** in ************. We have been having a difficult time with an AFLAC Claim needing additional supporting documentation from Ascention. So far months of written and telephone attempts have yielded nothing more than the same of transfer to different departments, constantly being disconnected to have to start over. In June we were successful with getting the records to include details AFLAC needed but instead of simply adding the admitted and discharged time on the records that had been sent a new letter was written that was dated June 28th 2022 that created a new issue that did not exist prior being the word "observation" was now added. the letter is not signed and when calling back in evidently is not notated in the file either. Numerous attempts to speak with a representative of Seton who can assist have failed. I have explained the situation and need to so many individuals but have found nobody to take ownership or provide any customer service to actually address it. Copy of ongoing email communication is attached and none of the written emails have been answered now for months.

  Business Response

  Date: 08/23/2022

  Mr. ******,

  Thank you for letting us know about this concern. I will have someone look into the account and reach out to you.

  Sincerely,

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

• Initial Complaint

  Date:08/19/2022

  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.

  I had an account with Bay ********************** Sacred Heart Started in 2015 (Bay Medical got Bought out by Ascension *************************************). When we got hit with Hurricane ******* in 2018, they stop sending me billing statements due to we were off the grid literally a Month without phone or power until late into November. But I have been making payments this whole time. I called the ************** I got from the Hospital for the ****************** on 8/3/2022 just to verify that I only owed $15 left. They came back saying that I still owed $440 and that I stopped making payments back in March 2021 and closed my account, but I have Credit Card Statements to show that I have been making payments of $25 each month from March 2021 up to July 21 2022 and the statements show that the payments have been being received and sent to Bay Medical Sacred Heart for a total of $425 worth of payments. I even did several of those payments over the phone with their Operators. My issue is I have called the number above and they keep giving me the run around that I have not made the payments, they just keep telling me to call back in another week( was told 3 times from the 8/3, 8/10, & 8/17) and that they still keep saying they have not received my Prove of my credit Card Statements even though I have emailed them 3 times to email address : ************************** and even tried faxing (4th time) to ************ (the number they have giving me several times for faxing when I ask). All I keep getting is they will make a note on my account and will not actually let me talk to someone or even try to reach someone to actually find out if they are working on my account and that I only owe $15 or if they closed my account and I am done? And if so What happened to my $425 worth of payments if it never went to my Account? I have tried to talk to Hospital in town they told me they don't handle this its the number above issue.Account Number: ***************

  Customer Answer

  Date: 09/08/2022

  As of 9/8/22 I have not received any update on my account, no one has tried to contact me via email or phone call. They are not responding to the emails yet either that I have sent several times.

  Customer Answer

  Date: 09/30/2022

  (The consumer indicated he/she ACCEPTED the response from the business.)
  I was contacted by the business and they did confirm they will $0 my account and have sent me a Receipt as of today 9/30/22 showing that my account is now $0 balance and closed.

  Business Response

  Date: 09/30/2022

  We spoke to the patient, confirmed that the balance is $0, and have emailed a receipt to show paid in full.

• Initial Complaint

  Date:08/15/2022

  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 had a annual Pap smear done with Dr. ******************* on June 13, 2022 at Eastside Gynecology. Attention Supervisor: Then I got a bill from Ascension *** Services for that insurance. They said I was uninsured but I have health insurance. I have been getting the runaround and in that runaround they said they cannot fix it. I do have health insurance and my annual pap smear is covered. They keep telling me to go between the doctors office and the *** service. The representative from the lab service told me they cannot fix it. I have to pay it. The doctors office told me the Ascension lab service can fix the bill and they would rebill the insurance. The representative from the lab services kept saying they cannot fix it. I know it is not a lot of money but the point is I do have insurance. The amount is for $18.70.

• Initial Complaint

  Date:08/14/2022

  Type:Delivery 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.

  BEEN ATTEMPTING TO REQUEST MEDICAL RECORDS FOR MY CHILD SINCE MAY 2022. ATTACHING LETTER.

  Business Response

  Date: 08/15/2022

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

   

  I have passed along your request for medical records to the department that handles those requests. I work in the billing office and am unable to complete your request, but have forwarded it to the responsible party.

   

  Thank you,

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

  Customer Answer

  Date: 08/15/2022

  Complaint: 17715402
  
  I am rejecting this response because:

  1.) I didn't ask the business to tell me this wasn't the right department. 2.) I asked for records for my child. 

   

  I'm interested in getting the records of my child. That is what I've been asking for. I just don't understand why this has to be this hard...

  
  Regards,
  
  *******************

• Initial Complaint

  Date:08/09/2022

  Type:Customer Service 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 told on July 13 that I needed surgery immediately and was scheduled for the 14th. I received a call from St. Vincent's preop the evening of the 13th telling me that I had to prepay before they would allow the surgery. I was told my amount would be $2591.80 after insurance. I was already frazzled from the surgery and agreed to pay because I had to have the surgery. She told me I could call her back at that number if I wanted a refund. I questioned the amount, but was told they had checked insurance and that was the amount I owed. After hanging up, I talked to my wife who had been with BCBS for years and told her it didn't seem right. We called back the number and were placed on hold until after the office closed (over 30 minutes). My wife checked the policy and called BCBS and both confirmed that the amount owed was only $250. Now, I am getting nothing but the run around to get my money back. The outsourced oversees customer service will not listen and gives prefab responses and then hangs up on you before you can respond. People at St. Vincent's tell me they have nothing to do with it and I have to talk with customer service. I was finally given a number to someone stateside but it goes straight to voicemail and they have yet to respond. I can't work until I've fully recovered and really need every *****. A hospital should not abuse people the way they are abusing me. Let alone, a hospital that claims to be religious oriented and cares for all. I can only imagine how many others have been ripped off in this manner. Horrible relations.

  Customer Answer

  Date: 08/16/2022

  Hello,

   

  Ascension St. Vincent's has now agreed to refund my money, so this complaint can be closed.

   

  Thank you so much for your help,

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

• Initial Complaint

  Date:08/05/2022

  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.

  On June 29, 2021, I had surgery at *****************************************. After all insurance payments were made, I owed $1484.00 to the hospital. They sent me a statement dated 9/2/2021. (Exhibit A.) My wife called them and made payment arrangements to pay $100 a month for 14 months and a payment of $84 for the 15th month. The hospital demanded that we allow them to automatically take the $100 out of our checking account in order to get the payment plan. (Exhibit B) We trusted them and allowed them to do that. The hospital took 6 payments from September, 2021 to February of 2022. (Exhibit B1) Starting in March they discontinued taking payments out of my checking account, but I did not notice that it had stopped. That last statement I received from them was dated 2/17/2022 and shows that I owe the hospital $884.00. (See Exhibit C)On August 4, 2022, I received an email giving me 30 days to pay $1484.00 or they would send my account in collection. (Exhibit D). My wife went online and started looking at my account. The balance on my account after all the insurance payments on 8/26/2021 is $1484.00 and that is what was on the statement that I received on 9/2/ 2021. From February 16, 2022 to August 1, 2022 9 adjustments have been made to my account. (Exhibit E) What the adjustments did was add negate my $600 in payments. The adjustments debited my account for $2084.00 ($1484 +$600) and then my payments of $600 were credited leaving a balance of $1484.00. Where did the hospital get an additional $600 in charges with absolute no bill to substantiate the changes.I have screen shots of my account at ***************************************** showing that the balance on my account should be $984 before the February payment was made. (Exhibit F) After the February payment, my balance should be $884.00. I have a copy of the installment agreement stating that the hospital would deduct $100 a month from my checking account. (See ********************** on Exhibit AA)

  Business Response

  Date: 08/07/2022

  Thank you for sharing this concerns with us.  This issue will be reviewed and we will share the outcome & resolution from our review directly with the complainant.  

  Customer Answer

  Date: 08/08/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  All the business did was send me another email requesting money. They have refused to tell me what theyre doing with my $600 payment. I have no problem bringing the account current. But theyve already stolen $600 for me I dont wanna give him another $500 to steal. I want whatever payments I make credited to my account. All they seem to wanna do is throw th stuff into collections whether theyve been paid or not they wanna collect it and if you pay the money they added back into your balance so it looks like you never paid a thing. 
  
  Regards,
  
  ***********************************

  Business Response

  Date: 08/08/2022

  We were notified of this complaint reported to the BBB on Friday 8/5/2022 at 7:37 PM.   We will need some time to review the complaint thoroughly so we can provide an appropriate response and resolution.  I anticipate the review to be completed within 7 days.  

  Customer Answer

  Date: 08/09/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***********************************
  

• Initial Complaint

  Date:08/05/2022

  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 have attempted to reach out to hospital in multiple ways before filing this complaint. On 3/2/21 I came to ***************************************************** with severe uterine bleeding. I was triaged and two vials of blood were taken. I was sent to waiting room for 3 hours and not offered any care or concern. I wasn't offered a sheet or anything to cover with as I bled onto the chair in waiting room. After waiting that long and being embarrassed, I decided to go home. I walked out with only one goal: finding a place to rest and figure out how to stop what was happening to me. During the time in **, I was not offered any chance to update any information. I did not give an updated address or, most importantly, my insurance information. I was very distracted by my health concerns and focused on trying to stop what was happening. Because I never saw a physician or received any actual care, I assumed I could not be charged fully for walking in and not being helped. The hospital began sending a bill of $1025 to a non-existing address where I lived 23 years prior, which was last time I went to ************ **, when it was in another location. The home they were sending bill to had been torn down years ago. I did have a hysterectomy at ***************************************************** two months following the ** walk in. I was asked to update my insurance and address probably 200 times leading up to and on the day of the surgery. I was fully insured the whole time and have lived at my current address for 18 years. Why the ** could not cross reference that info, I don't know? I never received a bill from ***************************************************** (********* ** physicians) at my current residence. They did however sell my debt to a collection agency. I finally got a pre-litigation notification from middle TN emergency physicians this month. I DID NOT SEE AN EM**GENCY ROOM PHYSICIAN AT ANY TIME. Because I wasn't asked to update info. The code used looks as if I saw a physician. I'm being billed as if I were treated. I refuse to pay $1025.

  Business Response

  Date: 08/10/2022

  We attempted to reach the consumer by phone. There was no answer so we left a voicemail. We hope to be able to connect with her soon in order to resolve her concerns. Thank you.

• Initial Complaint

  Date:08/02/2022

  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.

  My 75 year old mother was admitted at the ******************************* on Friday 7/28/22.On Monday 8/1/22 around 4:00a.m. a phlebotomist came to her room 3154 to draw blood, as she prepared and proceeded to perform the blood draw, my mother immedietly screamed and yelled from the pain she caused as she poked her arm, she hit a nerve in the basilic area of her arm. The phlebotomist stopped the draw, said she was sorry and left the room. My mother continued with pain, then after about a half hour or so she went to the restroom, at that point she realized the phlebotomist had left the tourniquet on her arm, my mother removed it. I arrived at 10:30am to be with my mother as she explained what had happened and stated she was still in a lot of pain. Her arm was black, red and blue and a big lump from the hematoma. I immediately went to get the nurse in charge to report her, but they gave me the run a round. They refused/neglected to give me the phlebotomist name. I explained to the nurse that this is not acceptable and is negligence. Later the nurse in charge took my mothers complaint, entered into the computer. I asked for a copy of the complaint, she refused stating she was not allowed to give me a copy and it had to be kept private.

• Initial Complaint

  Date:08/01/2022

  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.

  June 2022 Came in with my 2 year old son and waited over 4 hours was told the doctor was on break and when he came back he would do a chest X-ray but instead unhooked my son from the machine and the nurses said the DR. had went to break well when he finally comes he unhooks my son and tells us to go home well he got worse and I took him to ****** and they did what they were supposed to do that Saint ********************************* was supposed to do I would like to file a lawsuit

  Business Response

  Date: 08/04/2022

  We regret to hear the complainant felt the service provided was anything less than excellent as this is what we strive to provide with every encounter. We contacted the complainant for demographic information regarding her child. We will review her concerns and follow up with her in writing upon conclusion of our review.
  
  Thank you.

  Customer Answer

  Date: 08/05/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Because things should have Been fixed instead we left with a sick baby again only to find out he had an infection and ********** did not follow through with the chest X-********* would like to be compensated.

  Business Response

  Date: 08/09/2022

  We regret that the complainant has voiced her concerns before we were able to follow up with her as mentioned in our last response. However, we have recently sent her a letter with the findings of our review.
  
  Thank you for the opportunity to respond to this review.

• Initial Complaint

  Date:07/31/2022

  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 had an ultrasound scheduled with Ascension St. Vincent OBGYN on 4/15/22. I called their office at ************ on 3/29/22 as I was not told the type of ultrasound I would be receiving and needed this information to obtain pricing information. During this phone call, I was simply told that that would be decided by the ultrasound technician on the day of the ultrasound and not provided with any additional information. As a result, I was not able to have this procedure done elsewhere at a cheaper price. I learned that I was to receive a transvaginal ultrasound on 4/15/22 as I entered the room with the ultrasound technician. She knew before starting that was the type of ultrasound I was getting. I was then charged $231.95 for this. Had I been able to receive this at another provider (Obstetrics and ********************* in ***************) I would have expected to pay only $93 for this service according to my insurance provider (United Healthcare). I have filed a complaint with ***************** and ******** Services due to Ascension's violation of the hospital price transparency act but no resolution has occurred yet. I have called Ascension several times to state that I would pay them the $93 I would have paid at the other provider. On 7/12/22 I called their ************ number and requested a callback as I was on hold and they did not provide a wait time. Later on 7/12/22, I called their ************ number and was transferred to a voicemail for a patient advocate. I left a voicemail. A week later on 7/19/22 I still had not heard back so I called their ************ number and was yet again placed on hold and so I requested a call back. I have not yet received any call backs from Ascension and the patient advocate has not called me either. On 7/21/22 I called Ascension OBGYN (not a billing number) where I had the ultrasound done to try to obtain a resolution. Instead, I was told they could give me financial assistance form.