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

  1101 W Liberty St Farmington, MO 63640-1921

  
• 

  BJC HealthCare

  1 Childrens Pl Saint Louis, MO 63110-1002

  
• 

  BJC HealthCare

  1225 Graham Rd Florissant, MO 63031-8012

  
• 

  BJC HealthCare

  2 Progress Point Ct O Fallon, MO 63368-2208

  

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:11/01/2022

  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 had a previous skin condition that needed a follow out patient procedure done. Since I have the BJC employee insurance, my doctor referred me to *** center since
  It was in network. The insurance paid and all was fine until I got a separate bill from **** * physicians. They are not considered in network, even though it is your only option. If the physician had been employed by BJC then the entire amount of the bill would have been covered. Since they are a different entity, ***** just applied the **** * balance, $687, to our deductible. We had no choice of finding a doctor that was covered by our insurance since there are none there.’
  You have to go to a BJC facility but they have a separate billing system for physicians. It is not right and I have known more than a few folks that have had this issue and yet it continues every day.

  

  Business Response

  Date: 12/01/2022

  Good Afternoon,

  BJC and ********** ********** work closely together to provide exceptional care to our patients. We are, however, two different entities and have individual contracts with a significnat number of insurance companies. However, the contracts are not entirely the same with some gaps. In most situations, a simple notification to your insurance company advising them that you were a patient and did not have the opportunity to select your physician - they will cover your charges as if you were seeing a participating provider. 

  If you would like to discuss in more detail, please do not hesitate to reach out to me directly at ************.

  Thank You,

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

• Initial Complaint

  Date:10/12/2022

  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 don't have private insurance, but was approved for 100% coverage through BJC's financial assistance. I am still to this day getting bills and when I call, they keep telling me that the program is not considered insurance. I know that and if I had insurance, they would have it. I can not get this resolved and it's getting aggravating trying to call and get them to fix the issue. I agree that this might be a scam to try and get blood from a turnip. 100% coverage means 100% coverage, not sending me a bill for over $1000 when their financial assistance was supposed to cover it. I understand now why people don't seek medical help. You can't afford it and the assistance program doesn't work. It's a joke. I thought BJC was a reputable health care facility.

  

  Business Response

  Date: 11/07/2022

  Hi *****

  Thank you for the opportunity to review your account. In doing so, we determined that the financial assistance discuount was applied to your account. We apply each finanical assistance adjustment manually to ensure the adjustments are 100% accurate and because of this your adjustment was not made until after the statement was mailed. We apologize for any inconvenience or confusion this may have caused. 

  Have a wonderful day!
  
  ******

• Initial Complaint

  Date:09/20/2022

  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 receiving bills for my adult daughter (***********************), my statement account number is *********, who visited the **** earlier this year. She is 19, almost 20 and was 19 when she went to the **** Half of the bills are correctly going to her and the other half are being issued to my former name. I have not been ********************* since 2014 so I know I did not sign anything or agree to be responsible for anything as I would have updated my information. These bills are not my responsibility since she is over the age of 18 and legally responsible for her own signed contracts which I assume she signed for when she checked into the hospital since I did not. I have called the number on the bill and the lady could not help me. She referred me to another number. I spoke with ****** who made an excuse that she must have been 17 which she obviously was not. Then he kept interrupting me and miraculously at 3:56 he said his computer stopped working which is ironic since the department closes at 4. I spent an hour on the phone for all of this hassle through NO fault of my own, taking time away from my work schedule, and nothing got resolved. I cannot keep taking an hour each day to explain this to people who dont want to listen. Half of the bills are correctly going to her as they should, I'm not sure why or who picks and chooses to send the other half to me. It makes no sense, but I should not be at risk of my credit getting hurt over a bill that's not legally my responsibility. And this mess up gives her less time to figure out how to pay for it also now.

  

  Business Response

  Date: 09/21/2022

  Dear *****************************, thank you for allowing us the opportunity to address your concerns and resolve the issue to your satisfaction.  We processed a recall (returned account back to Hospital) from collection agency. We have transferred all of *************************** accounts to her designated guarantor number. You are correct, ****** is responsible for all accounts that she has received services due to her legal age. We will address the customer service issue by our customer service rep ****** with additional review and education. Thank you for bringing this issue to our attention.

  Customer Answer

  Date: 09/22/2022

  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:09/12/2022

  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 am writing to you to submit the following COMPLAINT regarding an elective medical procedure I had; performed by *** ***** **** ******, MD  at Barnes Jewish Center (BJC) et al on August 8, 2022. My complaint outlined below – can best be described as “bait-&-switch”.
  Our complaint stems from the following billing shock – as of September 11, 2022 by BJC to our insurance provider ****** ********** approximately $29,954. As of September 11, 2022, *** ***** **** ******, MD submitted an additional charge to ****** ********** of $18,010. As of September 11, 2022 * ***** has submitted an additional charge of $1,600.
  What this means, unbeknownst to my family our out of pocket expense has increased by an additional $9,792.57! Outlined below you will find that we have been deceived regarding the costs of what we were led to believe by *** ***** **** ******, MD & staff was “a simple procedure”. Our good faith can be demonstrated by our timely payment in the amount of $4,749. As outlined below the amount what we were responsible for a TOTAL out of pocket expense for the elective procedure!
  Background:
  May 17, 2022 - My husband, and I met with *** ***** **** ******, MD  at his office  to discuss the removal of my breast implants. He examined my breast and explained what he could do to remove & reshape my breasts. During the examination at no point did he indicate there was potentially anything wrong with my implants. At that point, I was comfortable with his assessment.
  I asked him about the cost of the procedure; he said, he will send in one of his assistants in to discuss scheduling and how much out of pocket expense I would incur ($4,749). I proceeded with scheduling the implant removal on August 8, 2022, by *** ***** **** ******, MD (plastic surgeon).
  See attached document detailing timeline of what was agreed upon and how I was deceived.

  

  Business Response

  Date: 09/23/2022

  We
  are in receipt of the consumer complaint submitted by *** ******* ****** on
  September 12, 2022.  *** ****** reference
  concerns related to a Barnes Jewish Hospital account for date of service August
  8, 2022.  Upon receipt of the consumer
  complaint. We launched an investigation immediately.
  
  
  We
  contacted the attending physician, *** **** ***** *******s office on September
  16, 2022, to understand how the billing portion was explained to the
  patient.  The office explained that the
  service was offered to the patient as a cosmetic package agreement.  The patient was to pay $1,238.00 to the
  hospital and $3,511.00 to the physician.  *** ****** pre-paid the hospital on July 18, 2022.  When the patient arrived for services on
  August 8, 2022, she provided her ****** ********** insurance card.  The patient was registered with her ****** ********** insurance.  The service should
  have been registered as a package service and not billed to insurance.  Payment was received from ****** **********
  on August 25, 2022, resulting in a patient responsibility of $4,224.15.  On September 21, 2022, BJC sent a voided
  claim to ****** ********** and corrected the account to a package service.   The package service agreement was fulfilled
  with the $1,238.00 and the patient does not owe any outstanding balance.
  

• Initial Complaint

  Date:08/15/2022

  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.

  BJC is no longer affiliated with ***** ******** in ********, MO. Once they split, I have been continually billed $120 a month from BJC since 6/2/21. I call every month and while both *********** and BJC agree on the phone that my bill is paid in full, BJC continuously bills me each and every month.
  
  I cannot imagine how much money they have collected during this transition period that was double paid by people that did not understand their bills coming from both institutions. I really believe this is some kind of BJC scam to collect more money.
  
  I can provide you with a long list of dates and who I talked to each month if you'd like. **** ***** at ************* **** ***, ******************************** is who I've most recently talked to. She insists that I will no longer receive a bill, and yet each month I do.
  
  I've left messages for **** ***** that I'm still receiving the bill on 8/15/22, 7/6/22, 5/19/22. Those last messages were not returned, although in April 2022, she told me I did not owe it and I would no longer receive a bill.
  
  I've also talked to ******* on 6/1/21 who said they would stop sending statements. Her contact information is ************* **** ***.
  
  The statement account number is ************. The phone number on the statement is **************. But you typically reach someone overseas that says they can't help me and I have to ask them to escalate it. That's how I got the names of ******* and **** *****.
  
  It would be so great if you could get them to stop sending me this bill for $120 that I do not owe.

  

  Business Response

  Date: 09/06/2022

  Good Afternoon,

  After our initial discussion this morning we were able to identify the issue on your account. As you had indicated, your payments to BJC Medical Group were being sent to *** ********** - which explains the statements not indicating your balance was paid. We have corrected that issue and bebecause the payments were made after our transition from ***** - we will send the credit balance to *****. If you have a credit balance after the payment posts with them, they would be able to issue a refund check to you.

  Thank you for your time - and as always feel free to reach out directly should any additional issues arise. 

  Thank You,

  ******