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

402 total complaints in the last 3 years.
94 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:03/19/2025
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.
Beginning of year 2025 I have been receiving a medical bill from ***** ****. This bill is regarding my daughters birth and has originated on ***************. The total amount is $2,140.80 Currently the ********************* has been taken over by ***** ****.After reviewing my collection of bills and receipts it appears to me that I have overpaid and double paid for a service at the hospital. I have paid $584.98 and after my health insurance finalized their claim I had paid $157.30 again for the same service.I would like ***** **** to review this matter and adjust their amount accordingly or issue me a refund so that I can proceed and pay the amount I owe.I have attached supporting documents.
Business Response
Date: 04/01/2025
Please see attachment for business response.
Customer Answer
Date: 04/01/2025
Complaint: 23081178

I have reviewed the business' response and am rejecting it because:
I have been in communicating with the business representative since the complaint. The representative insists the bill of $2140.80 on 01/18/2025 is correct. Which is true, I never said it was not. They ignore my bill of $584.98 on 01/17/2025. I have been billed directly prior insurance involvement. After pointing this out, the representative broke communication with me. As long as I do got receive my refund for the over payment I will not be paying the bill for 01/18/2025.

Sincerely,

***** *****
Business Response
Date: 04/01/2025
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 billing concerns surrounding the birth of your daughter. These concerns involved 3 separate billing statements and led you to believe you had overpaid one of the account balances.
Once the Customer Relations team member reviewed all billing statements that were provided to them, it was discovered that there was not an overpayment. The Customer Relations team member explained via email, that there are indeed separate billing entities involved with this hospital stay.
The Customer Relations team member provided you via email, the contact information for all entities involved, so that you may contact them if needed. As well as explained the outstanding hospital billing statement.
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: 04/03/2025
Better Business Bureau:

I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution.
I will proceed and pay the balance due.

Sincerely,

***** *****
Initial Complaint
Date:03/18/2025
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 have tried 13 times to send proof of payments. I have had 3 ticket numbers and they say they didn't receive my ******** of 3/4/25, *** said I owed $40 for 8/12/24, 9/16/24, 10/9/24 and 12/9/***** of 3/12/25, *** said I owe $40.00 for 10/9/24 and 12/9/24. I hope 8/12/24 and 9/16/24 we're not both sent to Collections. So, per their instructions from different billing employees, I have sent proof to supportdocuments@ ********* on 12/03/24, 1/7/25, 2/7/25 and 3/11/25 crconshoreescalation@ ********* on 2/7/25, 2/13/25 and 2/20/25. *************************************** on 3/4/25 and *** confirmed, also *** confirmed on 3/12/25.I have monthly trigger point shots at Ascension medical building at ******************************************. I should only have one $40 charge for **********************************************************************************************************, not also a hospital charge. I have verified this with their office several times. I spoke with *** at ************ on March 4th and he said they would be taking the 8/12/24 bill back from collections and processing payments for the other three. He said he sent proof again on 3/4/25. I re-sent my proof to ***************************************, which he verified. On 3/12-25 I spoke to *** at ************. He said no proof recorded, pulled up my email with my proof again, told me to ignore the notice and escalating the four payments again. Today 3/12/25 I talked to Joy at ************ and she was quite rude and said the status is, that I owe these. So, back to square one. I have attached proof of what I am being billed today and also the summary of my explanation of benefits from ****************
Customer Answer
Date: 03/21/2025
Ascension billing keeps changing. Attached are proof of payment for 8/12/24 and 9/16/24, just in case.
Business Response
Date: 03/31/2025
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. You reached out to our **************** Team to inform us of a missing payment concern.
As discussed on our call there are no other corrections or adjustments to be made at this time you were advised the payments for the accounts with the missing payments had been adjusted and the payments applied. .
Additionally, thank you for your feedback about your experience attempting to resolve this issue with our Customer Resolution Team. There was an opportunity to escalate your and resolve your concerns 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.
Thank you for allowing us to serve you.
Customer Answer
Date: 04/06/2025
Complaint: 23084427

I have reviewed the business' response and am rejecting it because:
**** at Ascension Patient Relations 3/28/25 called to confirm that the $40 payments I paid 8/12//24, 9/16/24, 10/09/24 and 12/9/24 were found and would be applied.
On 4/1/25, ******* from Ascension ************** called, still showing $40 due for 9/16/24 and 10/09/24, looking at the Doctor side, which she is fixing.
She is waiting for ************ for hospital to respond.
Attached current due from Ascension.

Sincerely,

**** ****
Business Response
Date: 04/11/2025
Mrs. **** ****,
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 ****************** reviewed your account and confirmed the $40.00 copay billed to you on your Ascension Medical Group Physician account was billed in error, due to service payment billed with other procedure code was included. The balance has been appropriately adjusted and the balance for all accounts
referenced is zero. We have also confirmed all patient payments are correctly applied to your Ascension Medical Group hospital accounts.
The ***************************** contacted you on 04/11/2025, to inform you of the billing review response and corrections made to the accounts. It has been confirmed the patient payments have been applied correctly and the accounts referenced in the complaint now have a zero balance.
Additionally, thank you for your feedback on the experience attempting to resolve this issue with our **************************** 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: 04/16/2025
Better Business Bureau:

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

Sincerely,

**** ****
Initial Complaint
Date:03/16/2025
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.
This involves 2 hospital visits at ******************************************** on 6-14-24. I was seen in the ** and they did not have my correct name or insurance info at the time. I have since contacted them on several occasions and given them the correct insurance info. Most recently, MY INSURANCE COMPANY also gave them the correct info while I was on a 3 way call with both parties. They STILL have failed to bill my insurance for this visit. The individual ** doctors did bill my insurance, so they DO have the correct info. But their billing department is obviously incompetent or intentionally fraudulent and will not bill these claims correctly. I am over this by now and just want them to bill my insurance, I don't know what else to do at this point since they have ignored the fact that I have insurance and they have been provided with that indo on several occasions both over the phone and via their portal. At this point, they need to give ME money for continuing to harass me.
Business Response
Date: 03/28/2025
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 the challenges you faced in getting your two accounts billed correctly to the appropriate insurance company. There was also a question regarding a specific charge.
The charge in question was explained to you by the customer relations team member and confirmed accurate.
The customer relations team member communicated with you via email, while working directly with the insurance leadership team here to ensure the insurance was updated and billed. It has been confirmed that both accounts are now billed to the correct insurance, and you indicated to the customer relations team member nothing further is needed at this time.
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: 03/28/2025
Better Business Bureau:

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

Sincerely,

******** *******
Initial Complaint
Date:03/10/2025
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.
Hello,Transaction date 12/01/2024. Amount being charge $210.00. I was told by Ascension billing ***** this amount if for right elbow x-rays i had done at their urgent care on **************************, **. The reason for the dispute is because I am being as if I had x-ray done at the hospital and not at the urgent care. Also, I was not informed by the urgent care staff or imaging staff services that I will be billed hospital fees and not as urgent care fees. I had called their billing department numerous time and had the case elevated to their supervisor ***** and even visited the urgent care for a resolution to be billed as urgent care x-ray without any success. ***** billing supervisor told me it will be elevate; however, I continue to be billed. On 2/28/25, the imaging front desk mentioned, I should've been provided with an estimate statement on the day of service; but I do not recall them providing one; otherwise, I would've been aware of the possible fees. The same staff told me I needed to call the ******* no surprise to file a complaint. At this moment, I am expected to pay this amount. Front and back of the Statement has been attached. Thank you. let em know if you can be of any support. My insurance declined to pay.
Business Response
Date: 03/18/2025
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 3/12/25, 3/14/25, 3/18/25 to confirm your balance has been reviewed and adjusted to $0.00.
In addition, the review of your concerns were shared with our Leadership and this gave us an opportunity to improve our processes and to make sure staff was re-educated.

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.
Customer Answer
Date: 04/07/2025
Firstly, thank you. I am satisfy with St. Vincent response. It is comforting to know that St. Vincent plans to educate their staff regarding this issue so it does not happen again.
On other hand, even after St. Vincent has resolve the issue, I am still receiving bills from ************* regarding this same service for $13.58. I was told this are fees for the physician who read the x-rays. I have attached a copy of the bill for your review. I have called MCB billing and informed them of St. Vincent response. I was told by their representative by the name ******, this is being elevated for review and to check back with them by Friday. I will like to see for St. Vincent communicating with MCB Radiology to clarify any misunderstanding from their part.
Respectfully.
******* *****.
Customer Answer
Date: 04/07/2025
Complaint: 23047242

I have reviewed the business' response and am rejecting it because:Firstly, thank you. I am satisfy with St. Vincent response. It is comforting to know that St. Vincent plans to educate their staff regarding this issue so it does not happen again.
On other hand, even after St. Vincent has resolve the issue, I am still receiving bills from MCB Radiology regarding this same service for $13.58. I was told this are fees for the physician who read the x-rays. I have attached a copy of the bill for your review. I have called MCB billing and informed them of St. Vincent response. I was told by their representative by the name ******, this is being elevated for review and to check back with them by Friday. I will like to see for St. Vincent communicating with MCB Radiology to clarify any misunderstanding from their part.
Respectfully.
******* *****.

Sincerely,

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

Business Response
Date: 05/08/2025
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 3/12/25, 3/14/25, 3/18/25 to confirm your balance has been reviewed and adjusted to $0.00.
In addition, the review of your concerns were shared with our Leadership and this gave us an opportunity to improve our processes and to make sure staff was re-educated. We also have contacted ************* regarding the reading fee of $13.58, they have agreed to adjust the remaining patient balance to $0.00 as of 05/07/25.

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.
Business Response
Date: 05/09/2025
BBB-
Upon receiving Ms. ******* feedback yesterday we were able to contact her and let her know the we had spoken with MCB Leadership and her balance is $0.00. She was very appreciative of the assistance and no further questions.
Customer Answer
Date: 05/10/2025
Better Business Bureau:

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

Sincerely,

******* *****
Initial Complaint
Date:03/04/2025
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'm being billed incorrectly for ***** visit co-pays. Full Details are contained in enclosed file BBB-CoverExplanationOfFiling.Enclosed attachments verify my complaint.
Business Response
Date: 03/14/2025
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. Your account has been reviewed by our coding and billing team. It has been determined that the coding was correct based on the services that were provided and billed appropriately.
You were scheduled for a Preventative visit but addressed other condition, complaints and aliment with the doctor. For this you were charge for both preventive and an office visit and the codes were deemed valid. In the interest of ensuring patient satisfaction and your ongoing negative experience, the balance of $25.00 will be adjusted off as administrative adjustment.
Your account has a $0.00 balance because of this adjustment made. Additionally, we thank you for your feedback about your experience attempting to resolve this issue with our **************** team. Your concerns have been relayed to leadership, and 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: 03/16/2025
Better Business Bureau:

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

Sincerely,

****** ****
Initial Complaint
Date:02/26/2025
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.
They charged me extra for yearly wellness health checkup which was free by my insurance coverage and former years in the same place) without any specific diagnostics or remedy or prescription or examination.just a few discussions as it is normal in a wellness visit.Double checking with their finance team and management escalation didnt work, they dont care.I did pay to prevent any late payment penalty and I highly appreciate it if you could refund the unfair charge.
Business Response
Date: 03/06/2025
Mr. Aliyarzadeh,
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 on 02/28/25 and 03/03/25, leaving voicemail messages indicating that the account would be reviewed and updates provided once a determination was made.
Our customer service team member reached out to you on 03/04/25 to communicate the outcome of the review however, we were unable to leave a voicemail.
The review identified that you were evaluated, treated, labs were ordered, and a new condition was discussed, and medications were recommended. Addressing chronic and acute conditions which require additional testing are not included in a preventive visit. A preventive/wellness exam is defined as an evaluation and management (E/M) services provided to a patient without a chief complaint. It is a visit to prevent future illnesses, not to treat the current ones.
Per review insurance covered the preventive visit cpt code ***** and applied $150.61 to the patients deductible. The patient responsibility was $150.61, and you paid $150.61.
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: 03/09/2025
Complaint: 22995832

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

Sincerely,

Aidin Aliyarzadeh
Customer Answer
Date: 03/09/2025
I do not accept the result because:
- Yearly health checkup/wellness always was free (I mean without deductible) in the same location since 2017.
- They charged me extra for a few conversation topics without any specific diagnostics or remedies or prescription.
- It is not a matter of money, it is matter of unfair charges and abusement .
I highly appreciate it if you could escalate it and resolve it to teach them a ****** to not charge the people who may not afford additional unfair costs.
Initial Complaint
Date:02/24/2025
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 a mammogram in July of 2024. The bill was paid Aug. 5th 2024. I sent proof of payment to Ascension on Sept. 16, 2024. I called several times to see if my account had been credited. It had not and was repeatedly told the issue was "escalated." In January I received the statement attached say they would send this bill to collections if I did not make arrangements to pay the bill in 30 days. Since receiving this bill I have made multiple phone calls to resolve this issue. Each time I have been told it has been escalated. I have even talked with several supervisors as the customer service agents have not been able to resolve the issue. Two different supervisors said it is taken care of and they will call me back within 7-10 business days with an update. I have yet to receive a call from Ascension with an update. I called again today, I spoke with someone in the escalation department and she assures me it has been sent to the people who can rectify the issue. I am at the same place I was on Sept. *******. I have spent hours on the phone trying to resolve the issue. I want the issue resolved. They have had my money since August 5, 2024.
Business Response
Date: 02/26/2025
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 and confirmed we have located the missing payment of $234.90 and requested a transfer of the funds to date of service 7/8/2024.
To summarize, the payment was located within our physicians billing payment database. Per review of the information you provided, we were able to determine the payment was sent to ************************************* incorrectly. With that we were able to request the transfer of funds and allocate them to the correct account.
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 missing payment 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: 02/27/2025
Better Business Bureau:

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

Sincerely,

***** ********
Initial Complaint
Date:02/21/2025
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 had insurance on these 2 DOS. I gave them the insurance three times when I went in. Every month they send me two bills. I give them my insurance. The next month, I get another bill. These are already 5 months old. I can't submit myself. I literally do not know what to do to get them to bill my insurance.
Business Response
Date: 02/28/2025
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. We have reviewed your account concerns. On your date of service 9/29/2024 per review of the account on 11/19/2024 you called in to our customer resolution ********************** to request your insurance to be billed. We requested that the insurance be billed. The member ID was incorrectly billed, on 11/28/2024 we were informed the insurance was returned as Inactive for the date of service.
1/24/25 per our records we reached out to you and left a voicemail, as we were trying to verify your member ID. On 2/5/2025 we received your call advising to bill the correct member ID. Per our conversation on 2/25/2025 we confirmed the correct member ID number. I forwarded an escalated request to have the correct member ID billed. As of 2/26/2025 our billing team confirmed they are processing the correct member ID. Please allow ***** business days for processing.
Additionally, we thank you for your feedback about your experience attempting to resolve this issue with our **************** team. Your concerns have been relayed to leadership, and 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: 02/28/2025
Better Business Bureau:

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

It was due to your help. and the person who called me back was very helpful.

Sincerely,

***** ********
Initial Complaint
Date:02/18/2025
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 a doctor visit on 1/31/2024. I was billed $38.18. I paid this via credit card on 3/28/2024 (see credit card statement attached as well as payment confirmation email from the same date with confirmation number AN0A5E1BC536) confirming a payment of this exact amount. I noticed this did not appear to change the balance I saw in my patient portal. I contacted Ascension customer service via ******* on 6/26/2024 and sent a request for this balance to be removed. I did not receive a reply. I contacted customer service by phone at ************ and was told that this balance may appear to be pending due to the cyberattack. I was not provided any other instructions or recourse to rectify this situation. I now see on the portal this balance was sent to collections. I would like this balance to be corrected and removed as I already paid this.
Business Response
Date: 02/26/2025
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. Our **************** team reached out to you on 02/21/25 and 02/24/25 leaving voicemail messages indicating that the account would be reviewed and updates provided once a determination was made.
Our customer service team member reached out to you on 02/25/25 to communicate the outcome of the review but were only able to leave another voicemail. The review identified that a payment made on March 28, 2024, was not credited to the account, resulting in its transfer to a collection agency. After further review we were able to remove your account from the collection agency and post your payment.
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: 02/26/2025
Better Business Bureau:

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

Sincerely,

********* ********-********
Initial Complaint
Date:02/17/2025
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 January 31, 2025 at 2:36 PM, I contacted St. ****** to make a payment arrangement. Based on the bill I received, attached in this complaint, I had until February 18 to take care of the matter. When I called, I was told that my account had been given to a third party for collection. I question the actions since the due date on the bill stated I need to take care of it by February 18, 2025. They informe that I could go ahead and make the the arrangement directly with them. I committed to make onliine payments on the 15th day of every month. On February 15, 2025, I went online to make my payment and there was not information available. I called again today, February 17, 2025 at 9:45 AM to inquire about situation and was once again told that it was referred to a third party for collection. Given the adverse impact this may have on my credit and the evidence that I was given a due date of February 18, 2025, I am asking that Ascension St. ****** honors the payment arragement agreement and updates my account so I can make online payments.
Business Response
Date: 03/04/2025
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 they were reviewing.
Customer relations was able to confirm that you did call customer service to set up a payment plan, however at that time, the account was already scheduled to move to a collection agency. You were not made aware of the account moving to collections and assumed the account was in good standing. Based on this information not being conveyed to you, we did return the account from the collection agency, and this has not impacted your credit score in any way.
After several attempts, both customer service and customer relations were unable to connect with you via phone or email. Please feel free to contact customer service if you have any questions.
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.

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