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

  
• 

  BJC HealthCare

  1 Barnes Jewish Hospital Plaza 90-72-732 Saint Louis, MO 63110-1003

  
• 

  BJC HealthCare

  751 Sappington Bridge Rd Sullivan, MO 63080-2354

  
• 

  BJC HealthCare

  1 Memorial Dr Alton, IL 62002-6755

  
• 

  BJC HealthCare

  510 S Kingshighway Blvd Saint Louis, MO 63110-1016

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/18/2023

  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.

  Today, 8/18/2023, I received a written notice that my account for BJC Home Care has been turned over to a collections agency, and the letter is dated 7/31/2023. The remaining balance, $185.22, which I have been disputing for a couple months, is for items which I did not order or need and I physically returned to the organization and for which I have a return receipt.
  
  The original packing slip for the order is dated 4/3/2023, and I returned the items on 5/24/2023 once I was finally told that I could return the items in-person. At the time, I was told that it would take a few days for the billing department to adjust my bill, so I waited for an updated bill. I did pay the portion of the bill that I estimated was for the items I actually ordered, which was on or near 5/24/2023 for $172.31.
  
  I have included PDFs of the packing slip, the return receipt, and the bill I received today.
  
  I have made multiple calls attempting to resolve the issue and have not been able to reach a representative or even have a voicemail left for me in return to a voicemail I left. Please recall the bill from the collections agency, submit any corrections for credit reports if applicable, adjust my bill according to the return receipt, and let me know (in writing) any remaining balance or if I will be receiving a reimbursment.

  

  Business Response

  Date: 09/11/2023

  Mr. ************

  After a review of your account and in coordination with BJC Home Care we have confirmed the items were returned and have adjusted the balance on you account to reflect that. In addition, we have removed this from the collection agency and noted that your account is in good standing. While I understand the delay was longer than expected, rest assured there was no impact to you credit because of this delay.

  We apologize for the inconvenience this has caused and appreciate you choosing BJC Healthcare. 

  Thank You,

  ******

  Customer Answer

  Date: 09/12/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  Sincerely,
  
  
  
  ***** ***********

• Initial Complaint

  Date:08/08/2023

  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 had issues with my act since March 2022. I was told my balance would be taken care of in the last bbb complaint and they didnt do that. My daughters act has also been messed up no one can send me an itemized bill. I talked with ******* and he was going to take care of this never heard back from him after our phone call months ago. I have asked autopay to be removed since the resolution that ******* or **** claimed would be a customer credit on out acts. yet autopay is still on. I have called, chatted and emailed regarding this issue and it is still on going. This should have been resolved the first time.

  

  Business Response

  Date: 08/24/2023

  Hi *****,

  First and foremost, I apologize for you experience which has been less than ideal. I have reviewed you account and need to confirm more details about what you are experiencing. 

  I have tried to reach out and have been unsuccessful, so I sent a secure email earlier today requesting more information (or to schedule time to discuss). 

• Initial Complaint

  Date:07/11/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Within the last 2 weeks (June 2023) I received a bill in the amount of $275 for services provided in 2021. This is NOT a bill past due bill but was issued in June 2023. I have called and emailed BJC in order to get an explanation. I was told by BJC that my ************************ recently decided to exclude this amount. *** sent me a detailed billing statement which reflects the $275 bill but repeated attempts to obtain an explanation or get the original statement have not been successful. I need to obtain the original statement so I can compare and determine why I owe $275 for a service that was provided and for which I owed $0 in 2021.

  

  Business Response

  Date: 07/20/2023

  Good Afternoon,

  Thank you for bringing your concern to our attention. After reviewing your account, we were able to adjust the balance owed on the visit in question. That adjustment will be visible on you account on Friday, July 21st. Should you have follow up questions or additional support with this issue, please do not hesitate to respond. 

  Thank You,

  ******

  Customer Answer

  Date: 07/21/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/10/2023

  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.

  Ok ****** sent me a letter confirming my payment and payment arrangements that I never arranged or spoke to anyone about. They gave my debit card info to a third party to process a payment. I have never been contacted by ****** billing about making payment arrangements. This breaks pretty much every collection law. I messaged them to cancel it. They declined and said to call to cancel it. I made a second request and I really hope they it gets canceled. Im not sure if this is a sneaky employee or ****** being really aggressive and breaking laws. FDCPA laws are very clear on billing and consumer rights. You can not take money from my checking account without talking to me.

  

  Business Response

  Date: 07/20/2023

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

  Based on the information provided I was unable to locate your account. Please provide more information such as an account number so that we are able to locate you account.

  Thank You,

  ******

  Customer Answer

  Date: 07/24/2023

  You have a space in my last name. Try

  ******************************. 
  

  Guarantor #**********

  phone number ************

   

  thanks ******, I do not want anything from you except for you to realize that transaction was 100% against the law. If this is your new collection practice ya might want to ******* that. And if its an employee just randomly setting up arrangements without talking to the patient thats bad as well. I was a bill collector for 20 years, so know this to be true. 
  

  thanks a bunch! 

   

  Customer Answer

  Date: 12/22/2023

  TR 12/22/2023  {CR} The company called and we resolved this complaint.

• Initial Complaint

  Date:06/26/2023

  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.

  Received Bill ******* 106382861P1 for services 1/2023. Paid $300 on it 2/6/2023, by mistake.Called BJE ************** on 4/3/23 and gave them my ** ****************** number and ******** telephone number for them to change the insurance information and run the bill thru ******** as ******** told me to contact the hospital to do. I called back in May and they still had not processed it and I asked - will it go into collections. They confirmed no it will not go into collections and it would stay there. June 2023 have been receiving calls and mail from a collection agency for the amount due.I want BJC St. Peters to run the bill thru the correct insurance healthcare agency ** ****************** and do their job, stop the collection agency from contacting me by phone and mail.

  

  Business Response

  Date: 07/06/2023

  Precious,

  We are still working on this. As of today, we have submitted the claim to your secondary insurance for payment. It will likely take 1-2 weeks to be finalized from this point. We'll continue to monitor your account and will follow up once the insurance has processed.

  Thank You,

  ******

  Customer Answer

  Date: 07/17/2023

  Why are you closing, the last comment you made was that the company was looking into the issue and it was not resolved yet.  Please keep it open.  There was nothing for me to respond to you about.

  

  Business Response

  Date: 07/24/2023

  Good Afternoon,

  We did not intend to close the complaint, just providing an update to the patient. The claim is still with MO Health. We are not in control of their processing times and will continue to wait for an explanation of benefits to be provided by the patients insurance company. 

  Thank You,

  ******

  

  Business Response

  Date: 07/26/2023

  We did not intend to close the complaint, just providing an update to the patient. The claim is still with MO Health. We are not in control of their processing times and will continue to wait for an explanation of benefits to be provided by the patients insurance company.
  

  Customer Answer

  Date: 07/28/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  I will wait on resolution from BJC, I understand this may take some time to resolve with MO Health.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:06/21/2023

  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 received a bill today that is two years old (DOS 8/16/2021). BJC said that they had just received information from Blue Cross Blue Shield that this is what I was responsible for: $236.37. I contacted the insurance company and they have no record any service on that date. I no longer work for the company that had Blue Cross Blue Shield. I resigned shortly after this date date of service. It looks like it is for x rays and an ER visit. I received the services at Memorial Hospital in Shiloh.  They sent me bills from five different people and I paid those in full. I don't think I owe this amount to them.  

  

  Business Response

  Date: 07/07/2023

  Mr. *******,

  I have reviewed your account and have provided an adjustment on your account. The adjustment will be visible online tomorrow. If you have any questions, please reach out directly. 

  Thank You,

  ******

• Initial Complaint

  Date:06/19/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have asked for an itemized bill for my daughters **** and they havent been able to send one. I have been billed for so many things at this point I am unsure what I am even paying as I am now setup on 3 different payment plans for her birth for BJC. They are unable to combine them. I had dual insurance and I still have paid thousands and we had an hsa. Fraud and scammed is what it is. I called and asked for an itemized bill and was sent my bill instead I emailed back telling them this was for the wrong patient and nothing and yet they continue to pull my payment every month.

  

  Business Response

  Date: 07/06/2023

  Good Morning,

  After a thorough review of the account and discussion with you, we have made the decision to offer a patient satisfaction adjustment for the remaining balance. The adjustment will be visible online tomorrow - should you have any questions, please do not hesitate to reach out.

  Thank You,

  ******

  Customer Answer

  Date: 07/06/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 07/14/2023

    I had originally stated I was satisfied with the resolution but they didnt actually do the credit on mine and my daughters act like they had stated.
  

  Customer Answer

  Date: 12/13/2023

  TR 12/13/2023  This business provided the refund and resolved this complaint to my satisfaction.

• Initial Complaint

  Date:06/15/2023

  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 being billed $53k+ for radiation that was done in August 2022 and should be covered by my insurance. It appears to be coded incorrectly as "Respsirator Motion Mgmt Simul" which I believe isn't usually done for DCIS (Breast Cancer). I have been trying to get this resolved for nearly a year. When I thought it was finally over, I received ANOTHER bill in the mail and it is due in July. No one has explained to me why I am being invoiced and I don't have the medical knowledge to resolve on my own. I want to address/resolve the issue before the due date and it affects my credit.

  

  Business Response

  Date: 06/23/2023

  Hi *******,

  We did a detailed review and investigation into your account. Based on that investigation and because we are beyond the time allowed to appeal the claim with your insurance company, we have adjusted your balance to $0. If you need any additional information, please do not hesitate to reach out. The best method of contact is via email - ***********************************.

  Thank You!
  ******

  Customer Answer

  Date: 06/26/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:06/13/2023

  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.

  Just am a pregnant mother I was told of lactation on 3 floor in medical building 2. Upon going too lactation I had to get code from doctor. Before I could go in I heard someone in the lactation room. One entering there was a lady housekeeper setting up for lunch in the room. And upon using refrigerator there soda and food in refrigerator and it supposedly be quite area for lactation this is second time I go to lactation room and the lady housekeeper in with her purse and books and food item in there. I believe she used it for lunch room and break and that’s unsanitary for us wanting to use the lactation roon, I felt embarrassed of asking her if ok for me to use this room. I am bring too BJC ATTENTION it’s a lactation room for mothers of newborn babies and not a break room for housekeepers. Thank you for listening . Take care. *****.

  

  Business Response

  Date: 06/23/2023

  Hi *****,

  First and foremost, thank you for bringing this to our attention. We apologize for any inconvenience you experienced during your visit. We value the needs of all our patients and visitors, and undersatnd the importance of a dedicated space for nursing mothers.

  We take this matter seriously and have addressed it with those involved and will make sure that going forward the room will be used for which it was designed. Again, we apologize for the inconvenience and look forward to having you in our office in the future. 

  Thank You,

  ******

• Initial Complaint

  Date:06/02/2023

  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 am filing a complaint due to a surprise bill in the amount of $3700 for pain mgmt injections done in a physician office at BJC. I have health insurance, however, I was expecting a much lower bill similar to another pain mgmt Dr. I see in IL for injections like this, not $3700. I told the Dr. that I was very concerned about the cost due to a previous high dollar BJC bill from pain mgmt many years ago. He assured me that would not happen this time because he was doing the injections in his office suite and not the hospital OR. He relieved my concerns so I proceeded.
  
  I filed a grievance with BJC regarding my surprise billing concerns and they replied in a letter rejecting my concern. It was stated that physicians are not typically able to predict the financial outcome, however, in this case the physician did talk about it and left me with the expectation that the injections he was giving me were not "high dollar" procedures. The plan was, if I would have had pain relief from these test injections, he wanted to do a radiofrequency ablation which he explained is the "expensive procedure". These were just test injections to see if I would be a candidate for the ablation which I am not. The entire time I was in the physician office, I expected to be billed by the physician office, not as a hospital with a high out of pocket of $3700. If I knew this I definitely would not have had the procedure as I cannot pay $3700.
  
  I feel very misled by this physician, thus, I am requesting a reduction in my bill so that I am paying physician office rates, and not high dollar BJC hospital rates. When we discussed the cost, he did not suggest that I speak to their financial people to confirm. I feel I was significantly misled by this physician. I did not expect $29,327 in charges for 2 sets of test injections. BJC was paid $14,195 and they are billing me for $3700 in addition which is outrageous to me.
  
  I hope you can assist me as this is a significant hardship for my family.

  

  Business Response

  Date: 06/23/2023

  Good Afternoon,

  Thank you for expressing your concerns. I was able to provide a customer satisfaction discount on the current balance. I have also communicated your concerns to the office of the provider who was involved in this communication as well to ensure communication is made more clear going forward. I would like to also agree to the previous letter, as you mentioned, that the providers often do not know what the final out of pocket will be due to the lengthy list of variables that all come into consideration when determining the final amount. I hope that you find the adjustment satisfactory. If you have any concerns, please reach out to be directly - **********************. 

  Thank You!
  ******

  Customer Answer

  Date: 06/23/2023

  I do not see the discount that was mentioned by BJC Healthcare.  I responded to ****** as well, however, I am not sure if I am looking in the right place.

  Thank you,

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

  

  Business Response

  Date: 07/14/2023

  Hi *****,

  Thank you for the communication via email - I am happy that we were able to reach an agreement on the details of your complaint. If you need any further assistance, please do not hesitate to reach out.

  Thank You,

  ******