Complaints

This profile includes complaints for BJC HealthCare's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  BJC HealthCare

  4901 Forest Park Ave Saint Louis, MO 63108-1495

  
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  BJC HealthCare

  3015 N Ballas Rd Saint Louis, MO 63131-2329

  
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  BJC HealthCare

  10 Hospital Dr Saint Peters, MO 63376-1659

  
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  BJC HealthCare

  12634 Olive Blvd Saint Louis, MO 63141-6337

  
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  BJC HealthCare

  4500 Memorial Dr Belleville, IL 62226-5399

  

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:06/20/2025

  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 been trying since March to have $274.19 in unnecessary charges reviewed. The charges are for 5 blood tests that were performed based on a misdiagnosis. An ultrasound was performed and a diagnoses of swollen lymph nodes was made when in fact I had a bi-lateral hernia. The misdiagnosis resulted in unnecessary blood tests in addition to prolonging the pain and discomfort resulting from the hernias. I dont feel I should be financially responsible for the hospitals mistake.I contacted customer service on 3/25/25 to request a review of these charges. The representative documented my concern and advised the charges would be reviewed and I would be contacted. I did not receive any follow-up so I again reached out to customer service on 4/15/25 to determine had become of my request. I was advised by this agent that the charges had not been reviewed. I provided this agent with the same information I did back in March and again requested a review. The agent assured me she would be back in contact with me in 7 to 10 business days. Again, I received no follow-up. On 6/3/25 I called customer service regarding the status of my request. This agent advised me that the two previous requests were never sent for review and that the information had only been put in my case notes. Again, this agent documented my request and advised I would be contacted in 7 to 10 business days regarding the review. Once again, I have not been contacted and nothing has been done.Its unconscionable that patients arent afforded a reliable review process for unnecessary charges. I volunteer at numerous *** facilities and Im beginning to question whether this is the best use of my time.I should not be financially responsible for the hospitals misdiagnosis of my condition. Im requesting the $274.19 in unnecessary charges be credited toward my outstanding bill.

  Customer Answer

  Date: 06/24/2025

  Attached is the completed HIPPA form.

  I also emailed this to the BBB

  

  Business Response

  Date: 06/25/2025

  Dear Mr. Herberts,

  This response is to address the concerns you brought to our attention regarding your lab visit from January 07, 2025, as well as the repeated calls to Customer Service requesting assistance with a review of the charges. Please allow me to offer our most sincere apologies for having not met your expectations of service. I have reviewed your account for date of service 01/07/2025 and have requested a refund in the amount of $274.19 as requested. This refund will be going back to the credit card used to make the original payment.  

  Customer Answer

  Date: 06/26/2025

  Better Business Bureau:
  
  
  
  I have reviewed the business' response regarding complaint ID 23497935 and am satisfied with this resolution. 

  Thank you and BJC for the prompt resolution.
  
   
  
  Sincerely,
  
  
  
  Scott Herberts

• Initial Complaint

  Date:05/30/2025

  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, I have been having an ongoing issue with a claim for an appointment on 1/20/2025 at the ***************** location at ***********************************************************************, associated with the diabetes and endocrinology office. I had a normal appointment on 1/20/2025 with my provider who is a Nurse Practitioner. However the claim is being submitted to my insurance under a provider I have never seen, the nurse practitioners supervisor. The supervisor is OUT OF NETWORK so my insurance would deny the claim, however my normal provider, the nurse practitioner is IN NETWORK. I have called the billing number multiple times with representatives from my insurance, and we were told every time it would be reviewed and fix, but it keeps getting sent to my insurance under the wrong provider. My insurance has communicated multiple times if a claim is sent under the supervisor or under the supervisor and nurse practitioner it would be denied because it captures the supervisor. My insurance has stated it should be easy to send a claim with just my provider so they would cover it, but this has not happened. Also I have had previous claims with my provider the nurse practitioner covered with a normal co pay, so I am not sure why just this claim is an ongoing issue. I have recently requested a call back from the billing supervisor but have yet to receive that call. I am told this could be considered illegal, unethical and fraudulent for a doctors office to bill your insurance provider using a different providers name other than the one who actually saw or treated me. I am told this is often referred to as upcoding, misrepresentation, or provider misattribution and may constitute insurance fraud. I would love for this claim just to be fixed and submitted to my insurance under just my provider, like it has been done in the past, so my insurance would accept it and I could pay the normal co-pay.

  Customer Answer

  Date: 05/30/2025

  I have reached out to the billing customer service and was told a supervisor would call me, but no one has at this time. I would like the business to contact me.

  

  Business Response

  Date: 06/20/2025

  Dear Mr. ******* thank you for bringing this issue to our attention. We have forwarded this issue to appropriate team to investigate credentialing for this provider. This process can take as long as 5 to 10 business days to resolve.

  Customer Answer

  Date: 06/20/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:05/20/2025

  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 paid *** through my United Healthcare Payment Portal and *** is claiming they did not received payment. On multiple occasions of reach I reached out to them to try to get them the information they needed to tie my payment to the invoice and they have refused to help saying it is an UHC issue.

  

  Business Response

  Date: 06/18/2025

  Good afternoon,

  We talked to Gwendolyn from UHC at the end of May. Gwendolyn provided an auth number for the processed payment, which she said only shows that the payment was requested on Mr. Mann's end. UHC does not show that the check has cleared or been cashed. We asked UHC to provide a copy of the front and back of the cleared check so we can see the endorsement on the back as well as a check number - this information will help us search for the missing payment. I will contact Mr. Mann and see if we can get some additional information.

• Initial Complaint

  Date:05/19/2025

  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 was billed for service I received on 12-18-2024. I paid the bill in full through my insurance on 2-11-2025 and received confirmation that the bill was paid. *** continued sending threatening letters, yet when I logged into my account, it said there was $0.00 balance due. Despite the top of the notice saying the bill is now due by 6-11-2025 they have sent it to collections. Please help me prevent further collection actions for a bill I already paid.

  

  Business Response

  Date: 06/12/2025

  Good afternoon,

  I have had an opportunity to review Mr. ********** account and found no patient responsibility at this time. The payment mentioned in the complaint has been posted to the account for date of service 12/16/2024.

  thank you very much,

  ******* *.

• Initial Complaint

  Date:05/08/2025

  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.

  For years, I am being billed incorrectly. I receive decline notices, billing notices of funds I owe, letters to contact my insurance for procedures being rejected. I constantly call with each new letter received to state you have my insurances wrong. I give the correct order of primary insurance provider and then secondary provider. I have had these same providers for the past 11 years and yet, it is NEVER done correctly. I really have lost faith, and I am wondering what it will take for this issue to be resolved. I have made several complaints, had phone calls back to me from management stating they have fixed it and it's not. Do I need to proceed with legal action at this point since it's been **************************************************************************************************************** fact, I am not.

  

  Business Response

  Date: 06/11/2025

  Dear Mrs. ********************     This response is to the concerns that you brought to our attention regarding the manner in which your insurance plan was loaded on your hospital account for date of service 03/26/2025. Please allow me to offer our most sincere apologies for having not met your expectations of service.

  I reviewed your account for date of service 03/26/2025. Per our records on May 8, 2025, you called our *************************** to report that the insurance set up was incorrect. The Representative who handled the call corrected the error and a new claim was generated on 5/9/2025. We have received insurance payment and applied insurance contractual adjustment per contract guidelines with your insurance plan. The account is currently under review by our billing team to determine patient responsibility amount. I will agree to adjust patient responsibility amount for this account when the review is completed. 

   

   

   

   

         

• Initial Complaint

  Date:05/02/2025

  Type:Service or Repair 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 would like to file a complaint against BJC Healthcare for violating my HIPPA rights FIVE times. In Spring 2023, I received a marketing and fundraising email from *************** for Barnes-Jewish Hospital". In May 2023, I contacted *** and requested to "opt-out" from their fundraising activities. I was given assurances by the Vice President of compliance that my information had been removed from their database.Following that interaction, I received either mail or electronic correspondence FIVE times.I can forward emails and photograph which support my complaint.

  Customer Answer

  Date: 05/07/2025

  Yesterday, 06 May, I received a response email from *** yesterday. They have admitted their error. See attached screenshot.

  In addition to filing complaint with BBB, I contacted the **** and filed a Federal complaint with Office or Civil Rights @*******.

  I have not yet heard back from either.

  Thank you,

  - ***** ******

  

  Business Response

  Date: 06/12/2025

  Dear Mr. ********************     Thank you for bringing this matter to our attention. We have forwarded your concerns to the appropriate department to review and respond.

  

  Business Response

  Date: 06/12/2025

  Dear Mr. ****** and BBB,

       Thank you for bringing this to our attention. A response on behalf of ************** for Barnes-Jewish Hospital has been sent to the complainant. We consider this matter closed. 

  Customer Answer

  Date: 06/13/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  *********** ******

• Initial Complaint

  Date:04/30/2025

  Type:Service or Repair 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 been seeing providers here since late 2019. Back on June 10, 2024 Dr. ***** put incorrect information in my medical records. I noticed on 6-11-2024 so I sent a message through MyChart which read "Hi I checked MyChart at this time the doctor notes do not reflect our conversation. I indicated pain was 10 he put 9 I said pain meds give me 10% relief he put 15%. I no longer want to see him and hopefully this can be rectified" to date that has not been changed and there is proof. This provider was also dismissing my pain. There were several times he would say "you're too young to be going through this (age discrimination). Fast forward on 4-23-25 I had an appointment with ******** ****** it would be on 4-24-25 that I reviewed the notes in MyChart. This is when I noticed that ******** had put incorrect information in my records. At this time I started sending messages to the office through *******. I asked for the incorrect info. to be corrected. I told her what I'm about to say is for the record, "I no longer smoke weed" well she originally noted I still smoke medical marijuana, as well as I have pain some times. I am always in pain. She also stated I don't have motor weakness, well yes I do. I called the office several times and spoke with staff and the office manager to express my concerns. I left a message in ******* as well as asked the office manager to have him call me to no avail. I would also notice that ******** had lied in my records on every visit since I began seeing her (12-17-24, 2-26-25 and 3-26-25). My mom was with me on my 4-23-25 appointment so she heard everything I said to ********. I called my mom to let her know what my records indicated so she wrote a letter of concern that was uploaded in MyChart on 4-26-25. After many calls to the office manager on 4-29-25 she explained that they will not go back a forth with me. That the information had been sent to the doctors and its up to them to update my records if they want.

  

  Business Response

  Date: 05/30/2025

  This letter is in response to your correspondence dated May 8, 2025, and we received on May 22, 2025.  We appreciate that you brought the customer's complaint to our attention.  We have reviewed the complaint and determined appropriate care was provided.  We will provide the complainant with instructions on how to request an amendment to their medical records as well as how to receive a copy of their records. 

• Initial Complaint

  Date:03/31/2025

  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 was scheduled for an injection in my shoulder joint on January 13th, 2025. I went to the ******************* Orthopedic center at *************************************************************************************** I arrived by 7:30 was & taken back into a room with one chair in the corner and a curtain so I could change into a gown. I then went into a room with Dr. ***** ******* and a couple nurses for the injection. I was given no anesthesia, it took them under 10 minutes to get the positioning of my shoulder and the needle correct. I was injected and then I was led back into the same larger shared room with other patients and nurses to change, have my blood pressure checked and then exited the building. I received an itemized bill from Barnes Jewish Hospital with a $1,020 charge for ****** HC PHASE 2 RECOVERY 1ST 1/2 HR which indicated recovery time post procedure. I was not taken to a recovery room I was sat in a chair, the same chair with the curtain I was given to change into a gown, and my blood pressure was taken. After leaving the room where I received the injection, I spent a total of 5 mins with the nurse before leaving. When I called to get justification for the charge, they said It did not matter whether it was 1 min, or 5 mins you get charged for the 1/2 hour for recovery. They are charging over $1,000 for patients to have their blood pressure taken following an injection. I asked the call center agent if she could please explain WHAT I was being charged $1,020 for and she could not provide an answer other than thats what they billed you for I am including the visit summary, please see discharge notes which align with the very short timeline. As well as the billing statement. This is predatory and fraudulent, I cant imagine how much money they are scamming other people for who do not know billing codes.

  

  Business Response

  Date: 05/09/2025

  Dear Ms.******,
  
        I reviewed your Barnes-Jewish Hospital account for date of service 01/13/2025. This is a response to your concern regarding the $1,020 charge for ****** HC PHASE 2 RECOVERY 1ST 1/2 HR which indicated recovery time post procedure. All charges were billed in accordance to contract guidelines which *** has with your insurance plan -Cigna. The total expected reimbursement for the type of procedure that you had on 1/13/2025 was $9,085.00. Your total charges for date of service 01/13/2025 was $4,367.05 which was much less than the reimbursement amount of $9,085.00.  You were billed $1,384.14 per information from your Explanation of Benefits (EOB) $870.87 was deductible and $513.27 ***************** may have to contact your insurance plan for additional information about patient responsibility amount. Your account balance for ********* is now zero due to $20.00 copay posted to your account 2/28/25 and $1,364.14 which was posted to your account 05/03/25. Thank you for choosing *** for your healthcare needs.
  

  Customer Answer

  Date: 05/09/2025

  Complaint: 23137845
  
  I have reviewed the business' response and am rejecting it because:
  
  this still does not explain the justification for what I was charged for. It does not matter what my insurance did or did not pay, this was for clarification on the itemized bill indicating a charge ($1,000 for a recovery phase) that did not happen. I was NEVER in recovery.  
  
  Eluding to my insurance adjustments issues deflecting from the issue of this hospital charging $1,000 to have a blood pressure reading taken after an injection. If they believe it is none of my concern because of my insurance adjustments, Im happy to report the fraud with ***** and request they look into the charges.  
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:03/24/2025

  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 have tried to address this billing issue numerous times. The **** say there is no balance under this account number. I have recorded the calls where the agents state there is no balance. I am done with the threats of being sent to collections. Remove the amount because the **** cant see it for me to pay it.

  

  Business Response

  Date: 04/28/2025

  Dear Mrs. ********************    I reviewed ******* ****** accounts; there were no calls to the main *** **************** phone. It appears that the calls were made to our ************************* who handles Bad Debt accounts.  We apologize for any inconvenience or delayed action in addressing your account issue. I adjusted the remaining balance on Account ********* $253.88 to zero. The specific account numbers are ********** for date of service 06/5/2024 ($154.88) and ********* for date of service 5/30/24 ($99.00). I sincerely hope that this action will restore your confidence in BJC Healthcare. Thank you

  Customer Answer

  Date: 04/29/2025

  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:Facilities 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 visited the Emergency Room on 400 S Kingshighway and the floors were extremely dirty and there was dried on the countertops and bed frame that didn&#**;t belong to me. I pointed this out to the nurse and they just switched me to a different room instead of cleaning it up.

  

  Business Response

  Date: 03/17/2025

  Thank you for reaching out and sharing your experience. We sincerely apologize for the condition of the room during your visit to the Emergency Room. Cleanliness and patient safety are top priorities for us, and this experience fell short of that standard.

  We have addressed the situation with the local team and were assured that the room was taken out of service until it could be properly cleaned. Given the thorough nature of cleaning completed inside our facilities, moving a patient out of the room is the more desirable option if available. 

  We appreciate you choosing BJC for your healthcare needs and anticipate your next experience will be in line with our expectations. 

  Thank You