Business Profile

Hospital

Ascension Health Inc

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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

Customer Complaints Summary

401 total complaints in the last 3 years.
93 complaints closed in the last 12 months.

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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:04/26/2025
Type:Order Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This is for services on 02/20/2025 Before my procedure, I spent five hours calling trying to get to someone who could give me an estimate on the procedure costs. Before that day, I had left multiple messages with the person who the prompt system put me to in order to get cost estimates. I finally was able to find someone to help me, and they informed me of the cost estimator online and verbally gave me the costs for the procedure codes. I later verified these costs on Ascensions website. It showed the following when I selected the option to obtain costs without insurance at the Ascension Borgess Hosptial in *********. CPT ***** ************ Cost $994 Self Pay Discount -$457 Estimated Price $537 CPT ***** ************ Cost $1076 Self Pay Discount -$495 Estimated Price $581 I was unable to get an estimate of cost from Ascension if I were to use my insurance. Before the procedure I checked in and stated I did not want to use my insurance. I have since then received two separate bills where they applied my insurance and the amounts before insurance coverage are $2403 and $327, the latter being from another company which are charges for the attending physician during my procedure, which was never present in the room. Ive been in contact with customer service multiple times, once on a three way call with my health insurance provider. Ascension refused to void the insurance claim and revert the charges to the estimated costs, and also refused to reduce charges without voiding their claim with my health insurance. They did offer to void the claim and apply a discount to non-self pay charges. This seems as though the violates the agreement which was signed at check in, to not use my insurance, so they could deceptively collect money instead of upholding a cost anywhere near their estimates that are publicly advertised.
Business Response
Date: 05/28/2025
Mr. *******,

Thank you for sharing your recent experience with us and giving our team the opportunity to
resolve your concern and improve the experience for all those we serve. Our Customer Service
team reached out to you and confirmed we received the initial complaint and escalated the
issue to our billing department to have the insurance removed from the claim and add a self-pay
discount as provided in the estimate for the date of service.

The request for the uninsured discount correction was approved on May 21st 2025 and finalized
on May 27th , 2025. The insurance claim was voided/erased, and an uninsured discount was
added to the account as per the estimate given prior to date of service. The final amount due
currently is $354.26.

Additionally, thank you for your feedback about your experience attempting to resolve this issue
with our Customer Resolution **********************. There was an opportunity to escalate and resolve the
billing escalation sooner. 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 allowing us to serve you.

Customer Answer
Date: 05/29/2025
Better Business Bureau:

I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution.

Sincerely,

**** *******
Initial Complaint
Date:04/25/2025
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.
This company is the biggest scam I have ever worked with. I've had multiple CPAP devices over the years and I've never had this kind of issue where they tell me a device is covered by my insurance just to turn around and charge me a surprise $700 and then to tell me that it would cost me $300 a month for the device. They did not tell me this in advance. They told me that it was completely covered and that the only fee that I would have was $700. Now they're trying to charge me for device that should've been covered by my insurance based on what they told me. They misled me and violated deceptive trade practices.
Customer Answer
Date: 05/06/2025
AUTHORIZATION FOR RELEASE OF HEALTH INFORMATION TO THE BETTER BUSINESS BUREAU

The Health Insurance Portability and Accountability Act (HIPAA) and certain state laws require all health care providers and health insurance plans to maintain the confidentiality of protected patient health information. To assist you in resolving your complaint, we need written authorization and signature below.

To: __Accension Home medical_____
(Identify the health care provider or insurance carrier)

I authorize:

My health care providers and health insurance plans, including my insurance carrier or HMO, to release to Better Business Bureau (BBB) any medical, payment or insurance records related to the complaint I filed with BBB so that BBB, at my request, may assist in the resolution of my complaint;

BBB to use or disclose any medical, payment or insurance records related to my complaint to my health care providers and health insurance plans to the extent necessary to assist in the resolution of my complaint; and

BBB to use the information about my experience for research on industry marketplace practices. The research may lead to the publication of aggregate and demographic data but will not result in the reporting or publication of any protected health information.
I understand that:

BBB may re-disclose the information it receives and thus HIPAA or state law may no longer protect this information;

I may revoke this authorization by giving written notice to BBB;

if I revoke this authorization, then BBB will no longer be able to proceed with its efforts to assist me in resolving my complaint;

the authorization to disclose or use my information for non-research purposes expires upon the closing of my complaint;

a photocopy or facsimile of this authorization will be valid; and

my health care provider and health insurance plan may not condition treatment, payment, enrollment or eligibility for benefits on my signing of this authorization.

/s/******* Moates 6 May 2025
Signature Date

******* Moates
Print Name

Self
Relationship
Business Response
Date: 05/20/2025
May 20, 2025
Dear ******************************************* ****** was set up on **** equipment 03/24/2025 his insurance annual deductible amount was reported to us as $750.00 and had a remaining deductible amount of $750.00. It was explained to Mr. ****** that after the deductible of $750.00 was met then he would have a patient responsibility of 35% of insurance allowed amount and the **** would be a rental for 10 months and then it will be converted to a purchase. It was also explained to Mr. ****** that he had an out-of-pocket maximum of $7,000.00 and as of 03/24/2025 $6,783.56 was remaining balance for 2025. Mr. ****** signed the delivery ticket showing the billed price of the equipment to be $400.00 rental. Mr. ****** also signed our explanation of financial responsibility that explains the above. This financial responsibility form is also explained in detail during the equipment setup process. After reviewing the insurance explanation of benefits then the insurance did apply $749.80 to deductible for the **** equipment and supplies.
Please let me know if you or the patient have further questions regarding this complaint.
Regards,
***** DeLong
Quality Manager
Ascension Via Christi Home Medical
************
****************************************************************************

Customer Answer
Date: 05/28/2025
Complaint: 23251005

I have reviewed the business' response and am rejecting it because: This is simply not true. If they are going to make such affirmative statements, they should provide said documents. There is a reason they are hiding. They also did not address that the machine has already broken in less that 3 months of having it.

Sincerely,

******* ******
Initial Complaint
Date:04/21/2025
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 have been in monthly communication with Ascension billing since Oct. '24 trying to get a bill coded correctly. Lab work from May '24 was tied to a physical which is covered by my insurance, UMR. *** said the code was incorrect so every month I contact Ascension and they assure me it was corrected (I received the correct code from my doctor) and that the claim was resubmitted. Monthly I follow up with *** and they haven't received any additional billing from Ascension. The last two months of contact with Ascension they stated I need documentation from my doctor as to why the code should be changed. The doctor submitted the documentation 3 times to 2 different email addresses Ascension provided. Each time Ascension has claimed the information was not received. I don't know if Ascension is deliberately being untruthful or if this is just plain incompetence. I am looking to BBB's help in this matter, not knowing who to contact or how to get this solved. Thank you.
Customer Answer
Date: 05/12/2025
I received a call from Ascension to get details from me. ****** ***** said she would call the doctor with exactly what they needed from her. She called the next day and stated she left a message with the receptionist but didn't hear back so she was closing the case. i tried to call and email her but haven't received a response. I don't think they have any interest in settling this.
Initial Complaint
Date:04/17/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 12/29/2024 I went to Ascension SE ********************* to be treated for a sore throat. I was given a strep test and liquid steroid and sent on my way. Several weeks later I received a $597 bill from EMS. I attempted to negotiate with both EMS and Ascension to lower the bill and was told that was not possible. On the phone, I was told that the $565 cost was because I was a 'new patient' at a 'level 4 hospital,' when I pointed out that I was in the Ascension system they told me I misunderstood what 'new patient' meant and said that costs 'depended on the day of service,' which makes no sense, are some days more expensive than others? I was directed to connect with Ascension billing to discuss the codes assigned to my care. I subsequently was informed I had a separate $297 bill on top of the bill from EMS from Ascension - all for a strep test. $900 in total. Neither Ascension or *** is willing to negotiate this bill in good faith. On Ascension's own website I submitted the codes I was billed into their price estimator tool and the estimation was $45. Ascension and EMS are engaging in deceptive and unfair billing practices. In addition I called SE Ascension *********** out of curiosity to ask for an estimate for this type of care, choosing the selection on their own phone menu to do this. I was told by the provider that: 'because estimates have so many fees involved, fees for the provider, fee to be in the building, no we do not provide care estimates.' That is incorrect and also illegal.
Business Response
Date: 04/22/2025
Ms. Lake,
Thank you for sharing your recent experience with us and giving our team the opportunity to resolve your concern and improve the experience for all those we serve.
After thorough review of your account, it has been determined that coding related to the dates of service is accurate, and you are not being double billed for your visit. Your account is for hospital charges for the date of service. A hospital charge is related to the facility, equipment and medical supplies used during your service. Please know that before you were treated you signed a consent to treat form which also details this information.
Our records show that on 12/29/2024, you were offered the option of enrolling in express T19 enrollment *********** which allows you to get the benefits you need while the program application is being processed, however you declined this service. On 3/06/2025, we received a financial assistance application from you however we did not receive the required documentation that goes with that application. A patient letter was mailed out to you on 3/13/2025, advising you to please send in a copy of you three most recent bank statements. Per our phone conversation on 04/21/2025 you advised that you would not be sending in a copy of the requested documentation.
However, if you change your mind or are still interested in applying for financial assistance, please mail the requested information to the address listed on the letter you received.
Thank you for allowing us to serve you.
Customer Answer
Date: 04/24/2025
Complaint: 23218844

I have reviewed the business' response and am rejecting it because: I applied for *********** and was denied. I have asked for a review and that process is ongoing. I remain concerned that the charges from Ascension and EMS totaling $900 are significantly higher than industry norms for such a service and do not reflect fair or transparent billing practices.
In an effort to resolve this matter in good faith, I have already submitted my tax returns and signed a financial affidavit, and had it reviewed and signed by a second party to verify as requested by Ascension. However, the continued demand for additional personal financial documentssuch as my bank statementsfeels like an undue burden and an unreasonable invasion of privacy, especially considering the nature of the service provided and the excessive charge in question.
I do not believe patients should have to submit highly sensitive financial records in order to contest a bill that is out of step with standard healthcare pricing. I am requesting that this charge be reviewed and adjusted without the need for further intrusive documentation.
Thank you for your time and assistance in facilitating a fair resolution.

Sincerely,
Zoe Lake
Business Response
Date: 04/28/2025
Mrs. Zoe ******************** you for sharing your recent experience with us and giving our team the opportunity to resolve your concern and improve the experience for all those we serve.
After thorough review of your account, it has been determined that coding related to the dates of service is accurate, and you are not being double billed for your visit. Your account is for hospital charges for the date service. A hospital charge is related to the facility, equipment and medical supplies used during your service. Please know that before you were treated you signed a consent-to-treat form which also details this information.
We have posted our pricing of hospital services in compliance with the *************** Act requirements and ******** & ******** services guidance (CMS). The amounts listed on the site are an average of reimbursement and not the total charges. In
addition, you provide a copy of the cost estimate for a new patient office visit ***** minutes. This type of visit does not fall under the category of urgent care or emergency visit, and a Patient must choose applicable facility and know the department they are
being seen in to get accurate information.

Additionally, we thank you for your feedback as it is our goal to always provide our patients with excellent experiences. We have offered available options to assist with the payment of the bill. In addition to the previous response our records show that on 12/29/2024, you were offered the option of enrolling in express T19 enrollment *********** which allows you to get the benefits you need while the program application is being processed, however you declined this service. On March 06, 2025, we received your financial assistance application from you, however we did not receive the required documentation necessary to process it. As a result, a patient letter was mailed out to you on March 13, 2025, advising you that we needed three bank statements. When a patient claims assets on the financial assistance application this documentation is required to complete the approval or denial process. On our phone conversation on 04/21/2025 you advised that you would not be sending in a copy of the requested documentation, and we truly hope you reconsider.
Thank you for allowing us to serve you.
Customer Answer
Date: 04/28/2025
Complaint: 23218844

I have reviewed the business' response and am rejecting it because: I continue to disagree with the assertion that this charge is appropriate and in line with industry standards for the services I receiveda basic urgent care visit and strep test.
While I understand Ascension's position, simply stating the charge is correct does not address my core concerns about transparency, fairness, or reasonableness. I believe this fee is excessive for the services rendered and does not reflect common or customary charges for similar care in our market.
Additionally, I have already provided sensitive financial documents (including my tax returns and a signed affidavit) in good faith. Requiring further intrusive financial information such as bank statements feels unreasonable and punitive, particularly when the dispute centers on the fairness of a single chargenot my overall ability to pay.
At this time, I am again requesting a good-faith adjustment to this bill. I respectfully ask that you reconsider or escalate this matter to someone with the authority to resolve it.

Sincerely,

Zoe Lake
Initial Complaint
Date:04/17/2025
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.
My daughter was born *********. That fall we started receiving bills saying insurance did not cover anything from labor to all of her well child visits after delivery. I called my insurance to see if they received these bills. My insurance stated that these bills should have all be covered, and resubmitted them. I talked with ascensions billing (which is all outsourced), they did not understand any thing I was saying. Months later we finally got statements that insurance had gone through except for one large bill, that said insurance covered $0. I called my insurance, they had never received this bill. I call ascensions billing and tried to explain to them that this needs to be submitted to insurance. This is still ongoing, as my insurance has still not received this bill. I have an outstanding bill of around $4000 that should mostly be covered by insurance. It's been almost a year, I've tried working with ascensions billing multiple times and they do not understand. I've talked with multiple co-workers and friends that have had these same issues with ascension. One person even stated that the best way to deal with ascensions billing it to let it go to collections. Once collections contacts you and you let them know what's going on and that you've been trying to work in out, that suddenly the problem gets fixed. One member from ascension billing told me to pay the bill in full and then send that to my insurance instead. My mycare account states that I have an outstanding balance of around $4000, but when I go to pay the bill, you get directed to a other website where my balance says $0. So, there is no way to pay this bill even if I wanted to.
Business Response
Date: 04/23/2025
Mrs. ***** ******
Thank you for sharing your recent experience with us and giving our team the opportunity to resolve your concern and improve the experience for all those we serve.
Due to the delay in billing your account was sent to collections in error on 10/17/2024. When the account was sent out to collections the billing process was automatically stopped in our system. Please know that your account has been removed from collections which allows us to now complete the billing process.
When this request was submitted the account was reviewed by our coverage team and the newborn was shown as ineligible, which lead to your account being moved over to self-pay causing you to be billed without insurance being applied. We have since found that that information is not correct, and your account has been removed from self-pay, and a claim has been initiated with Anthem.
Additionally, thank you for your feedback about your experience attempting to resolve this issue with our Customer Resolution **********************. Newborn claims and hospital billing can be complex and challenging for healthcare providers. We sincerely apologize for any frustration that was caused by the delays in billing your account. It is our goal to always provide our patients with an excellent experience and we fell short here.
Thank you for allowing us to serve you.
Customer Answer
Date: 04/24/2025
Better Business Bureau:

I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution.

Sincerely,

***** ******
Initial Complaint
Date:04/10/2025
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 resolve a billing issue multiple times, with no response, and the bill in question is showing as overdue. I was told on March 25th, that this was going under clinical review, and would take 10 business days. I've tried resolving this issue via chat at least 2x, phone 2x, and sending e-mails through their app, which by the way you can only access once. I am being billed for a procedure that was not completed. See below for the last message that I sent. I was then told it would go under clinical review. This is for Visit #********-1 I am reaching out regarding a disputed charge on my hospital bill that I have been attempting to resolve for several weeks. I was charged for a High-Resolution Manometry test on 02/05/2025 at Ascension St. Vincent Hospital ********, ****** that was not completed due to procedural difficulties. The individual performing the test struggled to insert the tube correctly and ultimately could not complete the procedure. I do not believe I should be responsible for the full charge of $1,394.83 for a test that was never successfully performed.I previously submitted a dispute request and asked for a clinical review, but I received only a vague response asking for the line item, which I had already provided. The hospitals system then prevented me from responding, causing my request to be closed, this was after already waiting seven to eight days for a response to my e-mail. I reopened the request over five days ago and have not received a response. I am formally requesting a clinical review of this charge. Additionally, I request that this charge be placed on hold while it is under review. The billing system is preventing me from adding my other bills into my existing payment plan without adding this disputed charge, which I am not willing to do. As a result, one of my bills is now showing past due, and I do not want it to go to collections due to this ongoing issue. What steps do we need to take to get this resolved?
Business Response
Date: 04/20/2025
Ms.******* *********,

Thank you for sharing your recent experience with us and giving our team the opportunity to resolve your concern and improve the experience for all those we serve. Our **************** team attempted to reach out to you on 4/10/25,4/14/25,4/16/25 to confirm your balance has been reviewed and resubmitted back to insurance.
In addition, your concerns were shared with the Nurse Auditor to review per the medical documentation the procedure was attempted but patient unable to tolerate. An additional code was added to the claim and the insurance team rebilled the claim on 04/11/25. Please allow time for insurance to process. If any balance remaining we will send you a patient statement.

Additionally, thank you for your feedback about your experience attempting to resolve this issue with our Customer Resolution **********************. It is our goal to always provide our patients with an excellent experience and we fell short here.

Thank you for allowing us to serve you.
Initial Complaint
Date:04/09/2025
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 heart surgery on 02.19.24. My insurance paid over $100,000 for the surgery (which by the way was the third time to try and correct). My portion of the service provided after insurance was $1468.53. Upon receiving the bill, I called and set up a payment arrangement. I was told to pay $61.19 monthly due on the 30th of each month. I promptly started making payments each month over the amount agreed upon. I immediately started getting past due notices, final notices, and collection notices. Each month I call and ask why I received the notices since again I have paid over the agreed upon amount. I am assured each time that it was a technical error and that it had been "escalated". It shouldn't happen again. The next month the process repeats. I have tried calling each month expressing my concern as well as called St. ****** **** and spoke to a cashier who told me she could see that I have been paying and she would have the "escalation" team to call me with a resolution. Then no call. Then today a final notice. I call back only to find out that I have been sent to collections but "rest assured" my issue has been taken care of and my account has been pulled back from collections. They asked that I set up a new payment plan and said to pay $60 every month on the 30th. No matter who I talk to no one and I mean no one can fix this problem. I have no idea what to do at this point. I just need to find someone who could possibly help me before my credit is ruined. My current balance is now $500. They can see all of my payments, they just choose to send me to collections.
Business Response
Date: 04/20/2025
Good afternoon,
Thank you for bringing your experience to our attention, so that we could resolve it and work to improve our experience for our future patients. Our Customer Relations team reached out to you via email to advise receipt of your concern and confirmation it was under review.
You informed customer relations about your concerns in receiving past due statements while being on a monthly payment plan, and the account being transferred to a collection agency.
The customer relations liaison communicated to you via email and explained why the past due notices were occurring; monthly payments were being received/posted by the hospital after the due date which was the first of each month. This caused the system to generate past due statements.
The customer relations liaison also explained this is why the account aged to collections. The liaison also advised the account has since been cancelled with the collection agency and is now ready for a new payment plan to be set up via the online system. To avoid this happening in the future, the payment needs to be received by the hospital prior to the due date.
Additionally, thank you for your feedback on the experience attempting to resolve this issue with our Customer Resolution **********************. We are continuously working with our team so we can 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: 04/23/2025
Complaint: 23184335

I have reviewed the business' response and am rejecting it because:

I am making the payments on time. Which I proved by sending a receipt showing it was made on time. However, the payment is taking a week to post to my account. What is the plan to fix that problem?

Sincerely,

***** ******
Customer Answer
Date: 04/23/2025
Never mind. I am satisfied with the resolution.
Initial Complaint
Date:04/01/2025
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 am writing to formally file a complaint regarding a billing issue with Ascension related to a surgery I had on November 1, 2022. At the time of my surgery, I was covered by two health insurance policiesone through my employer and another through my husbands employer. I provided both insurance cards to the surgical center, and they assured me that they would process the claims accordingly. I received and paid all necessary ****** for services from Ascension, the anesthesiologist, and the doctor. However, in early 2023, I received an bill from Ascension. I promptly contacted them to ensure they had the correct information, and they assured me the issue would be resolved.I did not hear anything further until January 2025, when I received another bill for the surgery from 2022. Upon contacting Ascension Seton, I was informed that some of the original insurance payments had been recaptured due to claims being incorrectly submitted. They again assured me that they would resubmit the claims and correct the issue.However, this week, I received another bill marked past due 30 days, and the amount has more than doubled. When I called for clarification, I was told to wait another 10 days for a response. I also contacted my former insurance providers, but they informed me that they cannot assist because the claim is nearly three years old and past the filing deadline.I am extremely frustrated that Ascension Setons billing errors have resulted in this situation, it's beyond my control. I do not believe I should be liable for these charges due to their failure to properly submit the claims in a timely manner.I am seeking the BBBs assistance in resolving this matter. I have provided a reference number from Ascension Seton. I appreciate any help you can provide to ensure this is addressed promptly, as I do not want to continue waiting for a resolution that may never come.Thank you for your time and assistance.
Business Response
Date: 04/15/2025
Mrs. ****** ******,
Thank you for sharing your recent experience with us and giving our team the opportunity to resolve your concern and improve the experience for all those we serve. We received an escalation for your account in Client Relations on 04/10/2025. You were being billed for a balance that had already been remitted in the amount of $4,698.63. As of 4/15/2025 your account has been reviewed and resolved, your balance has been corrected and reflects a $0.00 balance.
Additionally, we thank you for your feedback about your experience attempting to resolve this issue with our Customer Resolution **********************. There was an opportunity to escalate and resolve this concern sooner. We are working with our team to re-educate on escalations, so we can 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 allowing us to serve you.
Customer Answer
Date: 04/16/2025
Better Business Bureau:

I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. Thank you so much for your help in resolving this issue it is much appreciated.

Sincerely,

****** ******
Initial Complaint
Date:04/01/2025
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 was admitted to the hospital on November 4th-7th, 2024 and November 16th-20th,2024 to Ascension *********************************. I received a bill for $7600.50 combined for those two visits. My insurance ******************************* has stated Ascension is billing me incorrectly. After 48 hours, ascension is billing me as Outpatient even though I was admitted and inpatient during that time. I have contacted Ascension billing several times to no resolution regarding my issue. I need Ascension to either bill my insurance correctly as inpatient and send precertification to ********** or clear my account of any balance due. I have been trying to resolve this issue since December 2024.
Business Response
Date: 04/20/2025
Good afternoon,
Thank you for bringing your experience to our attention, so that we could resolve it and work to improve our experience for our future patients. Our Customer Relations team reached out to you via email to advise receipt of your concern and confirmation it was under review.
You informed customer relations about your concerns regarding two dates of service being billed as Outpatient/Observation, rather than inpatient, even though you were in the hospital multiple days. You stated you had been trying to resolve with customer service since December 2024.
The customer relations liaison communicated to you via email and explained why the account is billed as observation vs inpatient. For a visit/service to be billed as inpatient, specific medical criteria must be met as determined by the clinical staff. Length of stay does not dictate inpatient vs observation status. You were admitted to the hospital as observation. The level of care you received did not warrant your stay being charted as inpatient. We cannot alter the care you received to meet the inpatient clinical criteria. In your case, the visit must be classified as observation.
Additionally, thank you for your feedback on the experience attempting to resolve this issue with our Customer Resolution **********************. We are continuously working with our team so we can 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: 04/22/2025
Complaint: 23147072

I have reviewed the business' response and am rejecting it because:
I was never informed of this policy. When I was in triage, I was told I was being admitted therefore I was inpatient status. I was not allowed to go home, until I was discharged.
When I have contacted *********** they have stated that after 48 hours of being in the hospital, Ascension needed to change the status to in patient care as I was no longer considered in observation after 48 hours according to their policy.
When I have contacted Ascension billing with the number provided on the bill, the representative has stated that they do see the setting of the claim should be changed from outpatient to inpatient, which still has not been corrected.
Sincerely,

******** ********
Customer Answer
Date: 04/24/2025
I have attached the ***** forms for ********** Blue Shield as well as Ascension Hospital.
I called Ascension hopsital billing at ************ on 4-16-25. The representative states that the billing code does not need to change, however the hopsital setting needs to be changed from outpatient to inpatient since I was not seen as outpatient as I was admitted to the hospital. When ascension customer service **** send it to their back office team, the back office team only states that the code is correct and nothing is further done to change the status from inpatient to outpatient.
I contacted Ascension again at ************ on 4/24. I spoke with **** - employee id ******. He stated he is going to submit a request for rebilling with medical records as in patient for both hopsital visits from November.
He requested to rebill inpatient to ********** with medical records.
Blue cross has stated that any hospital stays after 48 hours are not considered outpatient/observation anymore and need to be billed correctly under inpatient status. However ascension is failing to do so.
Business Response
Date: 05/13/2025
Mrs. ********************* you for sharing your recent experience with us and giving our team the opportunity to resolve your concern and improve the experience for all those we serve. Our **************** team reached out to you and confirmed we received the initial BBB complaint and additional inquiry pertaining patient status for your recent dates of service.

In addition, the initial concern was reviewed on April 5th, 2025, with the following outcome, for a visit/service to be billed as inpatient, specific medical criteria must be met as determined by the clinical staff. The length of stay does not dictate inpatient vs observation status. You were kept at the facility as observation. The level of care you received did not warrant your stay being charted as inpatient. The additional inquiry received April 24th 2025 yielded the same results. Per review by the clinical and Health ********************** team (Medical Records) the care received for both dates of service is aligned with observation care. Clinical notes from the physician are available through your medical records for review.

Additionally, thank you for your feedback about your experience attempting to resolve this issue with our Customer Resolution **********************. There was an opportunity to escalate and resolve the coding review escalation sooner. 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 allowing us to serve you.
Customer Answer
Date: 07/08/2025
I contacted Ascension billing at ************ on 4/24. I spoke with **** - employee id ******. He stated he is going to submit a request for rebilling with medical records as in patient for both hospital visits from November. He requested to rebill inpatient to ********** with medical records. I waited the appropriate of business days and called back on 6/3. I called phone number ************. I was told there was a mistake and the accounts never got rebilled and they would rebill both accounts. On 6/11 I noticed account ************* WAS being reprocessed with my insurance. However ************* WAS NOT being reprocessed yet. I called ************ and was told that they would rebill ************* with medical records to my insurance. I called 7/7 for a follow up status. I was now told that Ascension will not rebill to my insurance ********** because ********** already paid them then. Ascension also told me that they did rebill it to my insurance which is untrue because for that claim, the date that was finalized was December of 2024. The representative stated she was able to see that Ascension did in fact rebill ************* and insurance covered the balance of that bill. A ticket was made to try to override and get the remaining account rebilled with ********************** records AGAIN to insurance. I was told to wait another ***** business days. However I am getting final notices that my account will be sent to collections and I have been trying to resolve this matter for months. I am requesting that account ************* be rebilled to ********** Blue Shield of Michigan immediately with medical records.
Business Response
Date: 07/15/2025
Good afternoon,

Thank you for bringing your experience to our attention, so that we could resolve it and work to improve our experience for our future patients. Our Customer Relations team reached out to you via email to advise you of receipt of your concern and confirmation it was under review.

You informed customer relations about your concerns regarding two dates of service being billed as Outpatient/Observation, rather than inpatient, even though you were in the hospital multiple days. You stated you had been trying to resolve this with customer service since December 2024. You indicated you had attempted to work with customer service to rebill your insurance to include medical records but were not successful in those attempts.

Our customer relations liaison reached out to you via email on 7/9/2025 after receipt of your most recent concern entry. Our liaison reviewed your accounts, and the rebill to insurance to include medical records had not been processed on our end, as the remittance we received did not indicate medical records were needed. So, there was no need to rebill with medical records.

The account in question with the (then) remaining balance was sent to our insurance leadership team to review, after our liaison identified a potential concern with a comment on the remittance. The line item identifying the observation hours billed needed to be addressed by our insurance leadership. Once reviewed again, they determined this line item would not be your responsibility and the balance of $4950.00 had been moved out of your responsibility and is being written off. This was communicated to you by our liaison on 7/15/2025.

Additionally, thank you for your feedback on the experience attempting to resolve this issue with our Customer Resolution **********************. We are continuously working with our team so we can 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 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: 07/16/2025
Better Business Bureau:

I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution.

Sincerely,

******** ********
Initial Complaint
Date:04/01/2025
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 had so much issues with Ascension's billing department. I set up a payment plan and then every month I get my statement and it says that I am past due. Every month I call them to pay my monthly plan amount, I explain to them that my statement says past due and they tell me to ignore it. Well last month they sent me to collections even though I had a payment plan. I called to complain, they retracted the collection agency filing, and made a new payment plan. It seems like every month a new payment plan needs t9 be set up for whatever reason and it is so frustrating. The person told me that the old payment plan would be canceled and that the new one would be visible on my online portal. We'll she was wrong. I just got another statement saying that I am past due even though I literally just made a payment 2 weeks ago. This has been going on for a long time. Ascension has a terrible billing system and something is not right. I need to stop getting statements saying that I am past due when I am not. I need my correct payment plan to show up on my portal. I need my statement to say what my monthly payment amount us and I also need future bills to automatically add onto my payment plan. I am completely over calling them every single month and have false information given to me and have to always create a new payment plan. It makes zero sense. There is also some possible language barriers as well when I talk to them every single time. I can't keep having this issue with them, it has brought me to tears. It shouldn't be hard to have a payment plan and make the statements show that every single month. They need to fix this please. The people on the phone are not helping me at all.
Business Response
Date: 04/01/2025
The BBB complaint does not have the signed ***** release. Would you be able to obtain that consent?

Business Response
Date: 04/10/2025
Ms. *********,
Thank you for sharing your recent experience with us and giving our team the opportunity to resolve your concern and improve the experience for all those we serve. Our **************** team reached out to you to confirm the previous regular payment plan has been cancelled by our customer service department.
In addition, the Visit Pay team has applied current open accounts with balances to a new payment plan within the patient Visit Pay portal. Currently the total balance due is $2182.70 and your monthly payment amount is $171.00 due on the 15 th of each month. Visit Pay is self-service, and you will be able to manage your existing and new accounts within the portal.
Additionally, thank you for your feedback about your experience attempting to resolve this issue with our Customer Resolution **********************. There was an opportunity to escalate and resolve the financial assistance escalation sooner. We are collaborating 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 allowing us to serve you.
Customer Answer
Date: 04/11/2025
I would like to wait a little bit to see how this self pay process actually works correctly and if I am able to add additional bills onto my payment plan without issues like the Ascension lady is saying should be able to happen. I don't want to close this complaint until I know everything is actually fixed properly.

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