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

  3015 N Ballas Rd Saint Louis, MO 63131-2329

  
• 

  BJC HealthCare

  10 Hospital Dr Saint Peters, MO 63376-1659

  
• 

  BJC HealthCare

  12634 Olive Blvd Saint Louis, MO 63141-6337

  
• 

  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:05/31/2023

  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.

  My bill was paid in full by ********** **********'s insurance (A-G Administrators). I have sent them proof of payment and was told my account would be put on hold while they tracked down the deposit (which was sent electronically and cleared). This was after hours of messages sent back and forth and numerous phone calls. I never heard back from them and it was sent to a collection agency. I again contacted them and was told they were looking into it and still have not heard anything back.

  

  Business Response

  Date: 06/08/2023

  Mr. ******,

  Thank you for taking the time to send us the information on your account. I can confirm that at this time, your balance has been adjusted to $0 and recalled from the collection agency. We apologize for the delay in getting this situation resolved for you - if we can be of further assitance, please reach out.

  Thank You,

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

• Initial Complaint

  Date:05/26/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I try pay a bill they refuse my payment but they keep sending me a bill in mail the lady had verry bad attitude

  

  Business Response

  Date: 07/17/2023

  Good Afternoon,

  Based on a review of your account, it does not appear that you have an outstanding balance at this time. If you believe this is incorrect, please give me a all at ###-###-####. I have attemptd to reach you this morning but was disconnected after I identified myself. 

  Thank You,

  ******

• Initial Complaint

  Date:05/23/2023

  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.

  On January 11, 2023 I submitted a billing inquiry through the BJC portal in regards to billing code changes causing increase in my sons Remicade Infusions. I've been going back and forth since January (please see attached communication message trail).
  
  Inquiring why billing codes changed after May 2022.
  For instance 05/18/2022 the codes were ***** (** ** ******* *** ** *****)) and ***** (** ** ******* ** *** ** ******)
  
  On all Bills after May the codes changed to ***** (** ***** *** ** *** *******) and ***** (** ***** *** ** ** *** ********
  
  These code changes caused a significant increase for the 6/30/2022, 8/11/2022, 9/22/2022 and 11/9/2022 bills for Carson Neunaber. Can someone please review and can we correct this to reduce my bill?
  
  I asked several times for a supervisor to call me directly and have never once received a call.
  
  This is by far the most painful experience i've ever experienced with getting answers to my issue.

  

  Business Response

  Date: 06/08/2023

  Good Afternoon,

  First of all, I want to apologize for the frustration and invoncenience you have experienced trying to get an answer to your concern. This is atypical of the epxerience we provide here at BJC and I will be personally reviewing and following up with those involved. 

  After a thorough review of the coding for Remicade Infusions, a modification was made to how they are coded in July 2022. The guidance, which is provided to us by the Centers for Medicare and Medicaid Services, indicated that Remicade Infusions should be coded as a Chemotherapy Administration instead of IV Therapy as we had previously been charging. While I realize this is not the response you were hoping for, the review was thorough and the current coding is accurate.

   

• Initial Complaint

  Date:04/28/2023

  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 received OBGYN services from BJC healthcare on 10/27/2022. I had standard preventative labs covered by insurance. I received results a few weeks later. To my surprise, I also received a $139.65 bill for labs. I was not informed there would be an out of pocket price as preventative labs are covered by my insurance. I called my health insurance first and they were confused as well. I was told they must have billed the service as hospital instead of outpatient clinic. This was a simple coding error and I could contact the billing office and have them updated. Upon informing the *** billing office, I was told that they have a separate coding office and to call their number. Upon calling, I was told there is a third party used for coding and that they were unable to edit it. The phone number given to the third party was disconnected and there were no answers as to how to get this corrected. After a hassle over a few months and receiving a final notice, I finally submitted an appeal through my insurance. The insurance agent reassured me *** would not send me to collections with a pending appeal. They were incorrect as I received a letter from a debit collect and had multiple phone calls for a bill in active appeal. I also had a family member who had similar services and received a similar issue with coding. This is not a one-off. This is an ongoing coding issue they refuse to correct. They are making more money billing calling labs hospital rather than through the outpatient clinic where they are being seen. This needs to stop.1.) I want to have this coding issue fixed and taken off my credit 2.) I want them to include the phone number to the third party billing department on every bill moving forward

  

  Business Response

  Date: 05/22/2023

  Good ********************************** and BJC Hospitals can utilize internal or external laboratories when processing requested labwork. In this instance, your labs were processed by an internal lab through BJC Hospitals. This was billed accurately and is a valid charge. However, due to the nature of this request, I have adjusted the balance as a good-faith effort. Please note for next time, that occasionally labs can be performed by the hospital resulting in charges that are in additional to your office visit. 

  If you have any questions, please do not hesitate to reach out to **. 

  Thank You,

  ******

  Customer Answer

  Date: 05/23/2023

  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. However, I would like them to inform patients in the future these labs will be sent to an outside lab and could incur costs for preventative services otherwise covered.
  
  Sincerely,
  
  **********************************************

• Initial Complaint

  Date:04/03/2023

  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 was seen for a procedure at Barnes and my insurance procedures were not followed per the insurance company. Barnes was responsible to get a prior authorization and their staff did not get it. I had a conference call between Barnes customer service and my Insurance provider. The insurance explained to Barnes that I needed a prior auth. Because there was no Prior Auth I am being charged almost $5000 dollars vs $73 dollars that I would have been charged if the insurance procedures for my insurance were followed. So I need to pay for their employees error? I have asked to speak with a supervisor numerous times and have been told they will call me. It has been since March 9th that I have been waiting for a call. They refuse to call me. I have been told its out of the supervisors hands, I have been told by numerous staff that they understand it wasn't done properly on the hospitals end. I was also told by customer service that the department that handles billing issues doesn't make or receive calls they only want to pay bills! I feel this is a billion dollar healthcare entity and to be treated this way is inexcusable. The amount of stress this has caused is horrible.

  

  Business Response

  Date: 05/05/2023

  Good Afternoon,

  I have reviewed your account and it appears that the claim is currently with your insurer for processing. Once we receive an updated Explanation of Benefits, I will be happy to review the account for you at that time. You may contact me directly at ********************** if you woud like to discuss further.

  Thank You,

  ******

• Initial Complaint

  Date:03/21/2023

  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.

  My father had a refund of $10 and $50 that was sent to him due to an overpayment. My father is now passed away and I couldn&#**;t cash the checks because they are in his name. When I reached out to let BJC know that I was unable to cash the checks, they asked me to provide a death certificate and cover letter along with the returned checks in order to get them both in my name. I provided what was requested. I am now being asked to provide a death certificate again and I shouldn&#**;t have to do that.

  Customer Answer

  Date: 03/21/2023

  I spoke to ******* Car and she said she would follow up with me. I have also tried calling her at ************.

  Customer Answer

  Date: 03/24/2023

  I have received the $50 check from *********************** at ************.  I'm still pending fighting for the $10 on what happened to the death certificate.  *********************** has taken care of her part.  She sent a check day. 

  

  Business Response

  Date: 05/05/2023

  Hi *****, 

  First of all, I'm sorry for your loss. It was a pleasure talking to you this afternoon. Since you have recieved the refund, I am requesting this to be closed. If we can be of further assistance in any way, please don't hesitate to reach out.

  Thank You,

  ******

  Customer Answer

  Date: 05/10/2023

  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:01/12/2023

  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 set up a payment plan with them. Prior to that, I was making payments. They turned some of my bills over to collections even though I have been paying on them. I was paying on a total of three bills and they sent of them to collections. I have called and they tell me I'm on a payment plan. They told me to call the business office. I called the business office on 12/20/22. I was told I was on a payment plan. No one can explain why the bills were sent to collections.

  

  Business Response

  Date: 01/31/2023

  Good afternoon, 

  Thank you for bringing this to our attention. I apologize for any confusion and frustration you have had with your billing and phone calls.  I have had the opportunity to review the accounts listed for you and have found all but 2 have been paid in full.  There is one account # ******** that is in collections for a visit in 2020. The account does reveal that a payment plan was agreed to on April 16, 2020 but I don't see a payment toward this visit until August of 2020. When the payment plan agreement is not met, it will generate to collections. The other visit that went to collections generated due to a system error on account #********* and has been pulled back from the collection agency. Once this comes back to us and can be seen online or on a statement, we will be able to re-instate the payment plan.

  Please let me know if there is anything else that I can help with. 

  Thank you,

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

• Initial Complaint

  Date:12/15/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to urgent care for **** received bill in the mail and noticed that my office visit is being charged more than it should. I contacted my insurance company first they said it wasn't submitted contacted BJC on two different occasions to have it submitted. First time was told it was done. Second time told that it wasn't done and she would. When she attempted to submit it she said it was terminated. The office visit and lab was done on same day. How is one covered and not the other. I have provided all documentation showing insurance. I Would also like an itmeized bill for both.

  

  Business Response

  Date: 12/27/2022

  Good Morning,

  In review of your account, the hospital charges have been processed through **** and the physician charges are currently pending insurance. So, with that, I can confirm that everything has been sent to insurance, we're just waiting for them to process the physician charges. To explain the issue a bit, both the hospital and physician keep independent insurance information. While we try to update them as you are seen (typically requested when you arrive for any appointment), rarely we have a situation like this where the insurance is not consistent beteween the two. 

  We apologize for any inconvenience, but at this point it appears everything is on the right track. 

  Please let us know if we can be of further assistance.

  ******

• Initial Complaint

  Date:11/20/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 2/10/22 my daughter was seen at Parkland for a possible broken finger. While she was there, she sat on a gurney in a hallway, while my husband sat on shower chair. Neither ever stepped inside an exam room the entire visit. She received 2 X-rays, a splint, and told to follow up with our primary doc.
  Approximately 2 months ago, we received a bill for $984.90 after insurance. We called and messaged BJC several times asking for an itemized bill of the charges.
  Around 11/16, we finally received an itemized bill. I will attach the photo. This bill shows nothing itemized other than a ED Level 3 Limited+PROC charge totaling $1,107.00. The X-rays were $292.00. We fully agree that X-rays should be paid. However, to pay $1107.00 to never step foot in an actual room and never receive a list of charges is absurd.

  

  Business Response

  Date: 12/15/2022

  Mr. *****, 

  Thank you for sharing your concern. Unfortunately I was unable to locate the account with the information provided. If you could please reach out to me directly either by email (**********************) or by phone (************), I would be happy to review the issue in more detail. 

  Thank You,

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

  

  Business Response

  Date: 12/27/2022

  Mr. *****,

   

  Thank you for bringing to our attention the charges for your recent visit to the emergency room. We understand your concern about the charges and we apologize for any inconvenience this may have caused.

   

  After reviewing your account, we have determined that the charges for the emergency room visit are accurate. While your daughter was not placed in an actual room during your visit, the charges reflect the care and services that she received during your visit, including the diagnostic x-rays, medicine and services provided by our medical staff.

   

  We understand that emergency room visits can be unexpected and stressful, and we strive to provide the best care and support to our patients. We hope that you were satisfied with the care you received during your visit and that her finger feeling better.

   

  If you have any further questions or concerns about your charges, please don't hesitate to contact us.

   

  Thank You,

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

  Customer Answer

  Date: 12/27/2022

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  The level of care my daughter received was not at all satisfactory to our bill. We asked for an itemized bill to see each charge and never received this bill. Again, we would like to see a breakdown of every service and the charge. We never stepped into a room and were told by your hospital staff that it was billed wrong. 
  
  
  
  Sincerely,
  
  
  
  **** *****

  

  Business Response

  Date: 01/27/2023

  Mr. *****,

  Thank you for your response.  I have reviewed the account details further and have found the itemized bill you received is correct.  The only 3 charges showing on the account are $292.00 for the x-rays, $0.00 charge for the Ibuprofen and $1107.00 for the level 3 ER visit. There would be nothing else to show or an additional breakdown of charges on a new itemized bill.  Based on the guidelines for the ER charges, it is billed at a level 3 due to the X-rays completed and the Ibuprofen given. The insurance applied a contractual adjustment to the charges, leaving the balance of $984.90 going toward the deductible. 

  If you have any additional questions, please feel free to reach out to me directly by email *************************** or my manager, ****** ** **********************.  ****** will be back in the office next week.

   

  Thank you

   

• Initial Complaint

  Date:11/08/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have 3 separate payment plans set up for my family. One for me, one for my husband, and one for my son. I set these payment plans up as I received the bills, and have paid them on time each month according to the payment plan agreement.
  
  Completely unbeknownst to me, my son's account was "late" (even though the payment plan is on auto pay and I have receipts of these payments) and it was sent to collections. I called BJC in September and was told that they don't know why or how it happened and that it would be pulled back from collections. I was fine with that answer so I could continue the payment plan as it had been agreed upon.
  
  In October, I received another letter from collections. I called back and was told again that they don't know why it was sent to collections and that the person I spoke with in September didn't actually pull it back from collections. I was told it can take up to 6 weeks, and that a manager would also be reviewing the account. It's now November and I still haven't received any contact from BJC that this has been pulled from collections, and I'm still getting multiple calls and letters from ********** for this bill that I've been ACTIVELY paying on according to the payment plan.
  
  My husband received a phone call last night saying that his account is now 2 months past due. This is an account that is actively on a payment plan as well. I have receipts showing that I am paying these bills on time every month. This account is now also at risk for being sent to collections, even though I am on a payment plan and up to date on it.

  

  Business Response

  Date: 11/21/2022

  *****,

  Thank you for your message. BJC payment plans are specific to individual visits - while you may establish a payment plan on an account, any dates of service following the establishment of the payment plan would not be automatically included in the payment plan (primarily because adding additional balances would either increase your monthly payment or extend the length of the original agreement). For any new charges you would like to include in your payment plan, you will need to contact our team for assistance. In addition, each patient would have their own individual payment plan.

  When reviewing the detail of your statement, there is a grey box to the left of the balance due for each visit that will give a status of that specific visit. You will see an indication that says "This balance is included in your payment plan..." or "This balance is not included in your payment plan...". Balances that are not included in your payment plan would continue to age and eventually go to collections if not added to the payment plan or paid in full. 

  If you would like to review your account in more detail, please do not hesitate to reach out - I can be reached directly at ************.

  Thank You,

  ******