Complaints

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

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• 

  Mercy Hospital

  615 S New Ballas Rd Saint Louis, MO 63141-8221

• 

  Mercy Hospital

  PO Box 350 Crystal City, MO 63019-0350

• 

  Mercy Hospital

  10010 Kennerly Rd Saint Louis, MO 63128-2106

• 

  Mercy Hospital

  10770 Business 21 Hillsboro, MO 63050-5075

• 

  Mercy Hospital

  901 E 5th St Washington, MO 63090-3098

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:12/15/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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 surgery last yea (2022) and I have and keep receiving a bill with the wrong charges on it. I&#**;m being double charged for items that have a different. I&#**;ve called the hospital multiple times this year and they keep telling me that someone from billing would call me back. Those call backs never happened. Now I&#**;m being sent to collections for charges I believe to be fraudulent.

• Initial Complaint

  Date:11/21/2023

  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.

  Waited for Surgery for 3 months, was on schedule today- Arrived at Hospital and recieved a call that surgery was canceled, no back up Dr, no resolution- Advised to call back in 6 months to reschedule. Not Acceptable I have been experiencing major health issues for years and need surgery ASAP- I have rearranged my work/personal life for this. Was called last minute, with no empathy or solution- Mercy is a huge Corporation and I should not be treated like this. There should be someone else to perform surgery ASAP. I have called the office 2x with No Call Backs. This is unacceptable behavior.

  Business Response

  Date: 11/21/2023

  Good afternoon, 

  I have forward this to the doctor's *****************

• Initial Complaint

  Date:11/08/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 July 22 2022 I saw a provider there. I gave them my license, health insurance cards ( ******** and ********** On August 28th 2023 I got a bill for $35 that was generated on 8/23/23. When I called about the bill I spoke with a ********* on 8/28/23 and I was told that ******** was not on file or billed. ******** has to be billed within 1 year of date of service and I spoke ******** on 10/11/23 and they informed me the bill was not filed within that time and because of that I was not responsible for the bill. I have tried at least 5 times to get this resolved but they will not budge on the amount. It would have been paid 100% just like every other time if the ******** would have been billed in the timely manner. All I am asking is they adjust the bill to a zero balance, make sure all others have been filed timely and send me a letter stating that and apologize for my troubles. That's all I ask.

• Initial Complaint

  Date:10/24/2023

  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.

  My wife attempted to make an appt for me on my mercy to see my *** as I was sick. She did not have any openings so my wife called the *** office and asked for an appt for me to see my ***. She was told my provider was full. My wife asked about 2 other providers that I could see as well. She was told that they were full as well. My wife asked if they still had same day sick appts. She was told they did but she would have to call back the next day to get an appt for tomorrow because they couldnt schedule a same day sick appt for the next day. This is very frustrating! When I call my *** office, I do not reach anyone in that office, I get a call center that has no idea what they are doing. My wife sent a my mercy message directly to my *** and my *** said absolutely I needed to be seen and had her nurse schedule me an appt do the next day. Mercy has no care or compassion to their patients and make it extremely hard to get in to see my own ***.

  Business Response

  Date: 10/25/2023

  Good afternoon, 

  Please see attached letter. The clinic has spoken with the patient.

   

  October 25, 2023
  
  BBB
  *********************************************************************
  
  Case ID: # ********
  
  Dear Better Business Bureau Investigator,
  
  I appreciate the opportunity to respond regarding concerns of billing/collection practices for clinical services provided to the complainant. 
  
  Out of respect for the privacy and confidentiality of our patients protected health information (PHI), which may encompass both clinical and financial records, we have developed an internal system for responding directly to the complainant in accordance with local, state and federal regulations. The complainant may in turn release a copy of our original response directly to the Better Business Bureau, at their discretion.
  
  Please let me know how I can be of further assistance in the resolution of this concern.
  
  Sincerely,
  
  ***************************
  Patient Services
  Mercy Health Systems
  
  

   

  Customer Answer

  Date: 10/26/2023

  I filed a complaint with Mercy on their website on Oct 20 and have not been contacted by anyone from Mercy either by phone, email, or mail. 

  Business Response

  Date: 11/02/2023

  Good afternoon, 

  Please see the attached letter.

  The *** office contacted patient and explained that there is only a limited amount they can set up; however, the *** pushed through for him to be see which is an exemption and not a normal practice.
  

  A hard copy is also being mailed to the address below. 

  Thank you,
  

  *******

   

  November 2, 2023
  
  BBB
  *********************************************************************
  
  Case ID: # ********
  
  Dear Better Business Bureau Investigator,
  
  I appreciate the opportunity to respond regarding concerns of billing/collection practices for clinical services provided to the complainant. 
  
  Out of respect for the privacy and confidentiality of our patients protected health information (PHI), which may encompass both clinical and financial records, we have developed an internal system for responding directly to the complainant in accordance with local, state and federal regulations. The complainant may in turn release a copy of our original response directly to the Better Business Bureau, at their discretion.
  
  Please let me know how I can be of further assistance in the resolution of this concern.
  
  Sincerely,
  
  ***************************
  Patient Services
  Mercy Health Systems

  Customer Answer

  Date: 11/04/2023

  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:10/19/2023

  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.

  Presently Mercy cl*ims I owe $3550 on the subject bill, which I think is exorbit*nt, *nd don't pl*n to p*y for the re*sons given here, *nd ****** - my insur*nce comp*ny - denied p*ying *nything on it bec*use "the di*gnosis is not covered due to incorrect code." I h*ve *lre*dy p*id Mercy $622 on this, which is f*r more th*n I h*ve p*id my dentist for the s*me result*nt tre*tment.
  
  To *void costly, time consuming involvement of * collection *gency, the Better Business Bure*u, etc. I suggest th*t first Mercy try to resolve the code issue with ****** to p*y something on the bill. Then consider wh*t to do *bout *ny rem*inder.
  
  Over * ye*r *go my dentist told me th*t my two left, lower, mol*r teeth were de*d, *nd should be removed bec*use if left *lone, *t some point they would likely become *bscessed *nd very p*inful, but *t th*t time I only h*d seven lower teeth. So I left the mol*rs *lone, pl*nning to h*ve them removed l*ter, *s needed *nd they c*used me no problem for over * ye*r.
  
  On the morning of S*turd*y, *ugust 26, I st*rted h*ving p*in in my left e*r. This got progressively worse *nd w*s extremely p*inful on Sund*y with *ddition*l p*in in my neck, just below my left e*r bec*use the p*in w*s m*inly in my e*r, I couldn't be sure it w*s due to *bscessed teeth.
  
  Due to the p*in, I only slept *bout 2/3 hours Sund*y night. So, I went to the Mercy Hospit*l South emergency *t 6 *m on *ugust 28 *nd g*ve them my ****** gold plus insur*nce c*rd *nd p*id the $55 co-p*y. *bout 9:30, I went to *n ex*min*tion room where * nurse pr*ctitioner st*rted to ex*mine me. I told her immedi*tely *bout the possibility of *bscessed teeth, c*using the problem *nd I repe*ted this 2/3 other times during my visit.
  
  She ex*mined me for *bout 20 minutes *nd left to get some test results. She c*me b*ck l*ter *nd s*id "We need to do * c*t sc*n of your he*d," which I *greed to, thinking I would be wrong to try to overrule the hospit*l st*ff. She s*id there were two people getting sc*nned *he*d of me *nd to be t*ken to the sc*n. During the w*it (*bout 45 min.) I p*id the $125 co-p*y for the c*t sc*n, *nd * m*n (doctor) c*me in, t*lked * couple of minutes *nd left.
  
  *fter the c*t sc*n/*n*lysis, the nurse pr*ctitioner told me "the problem is *bscessed teeth," *nd prescribed ***** for p*in, * powerful *ntib*cteri*l pill to fight the infection *nd * powerful *ntib*cteri*l mouthw*sh *nd some other drugs.
  
  The ***** pretty well stopped the p*in *nd *fter 3 d*ys I w*s well enough to m*ke it until my dent*l *ppointment on September 6 *nd h*ve the teeth removed. So using the equipment *nd st*ff they h*d they g*ve me the s*me result*nt "emergency" tre*tment * dentist office would surely h*ve done.
  
  *t no time during my *ugust 28 visit (5/6 hours including 3 1/2 hours before being seen) w*s I told *ny of the following. Mercy h*d no dent*l x-r*y equipment, *nd no dentist on their st*ff or on c*ll. Th*t's if the problem w*s *bscessed teeth it would cost sever*l thous*nds of doll*rs for Mercy to re*ch th*t conclusion *nd give *ppropri*te "emergency tre*tment," *nd if the problem w*s *bscessed teeth it would cost only sever*l hundred doll*rs for * dentist's office to re*ch th*t conclusion *nd give *ppropri*te "emergency" tre*tment. Therefore the costs of p*rt(s) of my tre*tment by Mercy might not be covered by insur*nce. Therefore before st*rting Mercy tre*tment it might be worthwhile for me to go to * dentist for ev*lu*tion. Then even if the problem w*sn't *bscessed teeth I could simply return to the Mercy emergency room.
  
  Mercy st*ff w*s or should h*ve been well *w*re of *ll these things bec*use I w*s not the first person in "emergency" dent*l p*in to go to the hospit*l (which w*s built *t le*st 10 ye*rs *go) for help. My dentist told me this kind of * situ*tion with dent*l p*in emergency is * big problem for m*ny hospit*ls/people n*tionwide.
  
  I w*s consi***ntly led to think th*t *s usu*l my insur*nce would p*y the v*st m*jority of the costs of my visit, except for co p*y *mounts, which I p*id *t the time.
  
  I c*n't prove the following *nd *ll things Mercy didn't do might h*ve just been mist*kes or oversights due p*rtly to being overworked but I h*ve h*d plenty of experience with this kind of tre*tment. This looks like lying by omission to get money.
  
  *bout 9/7, ****** sent me notific*tion th*t the $4590 - initi*lly cl*imed by Mercy h*d been completely denied bec*use it w*s incorrectly coded. I c*lled ****** *nd w*s told the ch*rges should h*ve been coded *s dent*l.
  
  ****** cl*im #*************** shows the Mercy ch*rges for my tre*tment with the codes Mercy used, *nd ****** denied e*ch ch*rge s*ying "Di*gnosis is not covered due to incorrect code." The codes on the Mercy bill to ****** *n the me*ning of e*ch code *re KO47 - "*bscess without sinus," Z20822 - "cont*ct with Covid 19" *nd Z87891 - "person*l history of nicotine dependence." I h*ven't smoked * cig*rette or cig*r for 50 ye*rs.
  
  *t this time (*bout 9/7), I h*d never gotten *nything from Mercy *nd i thought they would correct the coding with ****** but *bout 9/20, I got * phone c*ll from Mercy, w*nting to know how I pl*nned to p*y the $3550 bill - discounted for being uninsured which I h*d never seen. Bec*use Mercy h*d m*iled it to *n inv*lid m*il *ddress, *nd it h*d been returned to Mercy by the post office.
  
  So I immedi*tely went to Mercy's billing dep*rtment - since they didn't h*ve customer service in the hospit*l *nd expl*ined some of this to them including never h*ving gotten * bill. Hoping it would get str*ightened out.
  
  On 9/30, I received * bill for $442 (i.e. $622 minus $180 co p*y) from Mercy with no det*ils. So I thought Mercy h*d reduced this to be my tot*l bill. So I m*iled them * check for $442. *nd *s of 10/11 it is *ll I pl*n to p*y Mercy. Then on 10/2, I received the tot*l due bill with * billing d*te of 9/27/23 for $3550.60 which included the $622.
  
  On 10/4, I went to my dentist's office *nd w*s told "these *bscessed mol*rs were so b*d on 8/28 th*t the gum swelling *round them would h*ve been obvious to * dentist just looking in my mouth." The gum w*s so swollen th*t my dentist s*id I should w*it 2-4 weeks for it to go down before being fitted for * denture. * dent*l x-r*y ($200 or less) would h*ve proved the *bscessed teeth were the problem
  
  On 10/4, I phoned customer service for Mercy Hospit*l south *nd spoke to *nthony. In th*t recorded c*ll I went over m*ny of the points covered here *nd told him I w*nted the c*ll recorded to e*sily, *ccur*tely, communic*te with Mercy people. *nthony s*id he would repl*y th*t recording to Mercy people, *nd *nthony s*id he would h*ve Mercy cont*ct me. *s of 10/11 th*t h*sn't h*ppened.

  Customer Answer

  Date: 11/30/2023

  In my 11/10 letter I *sked you to w*it to do *nything until I send you more complete inform*tion.  *nd this letter, with references/enclosures, is such inform*tion.  So ple*se go *he*d, *nd pursue this m*tter with Mercy, tow*rd the outcomes in th*t letter.

  Presently Mercy cl*ims I owe them $2828, per the enclosed bill.  So it *ppe*rs Mercy h*s reduced their origin*l (9/27) bill of $3550.  Since I p*id the enclosed 9/27 bill for $622.  But I still think this is exorbit*nt *nd don't pl*n to p*y.

  This $622 is *bout twice wh*t ******, plus my cop*y would h*ve p*id my dentist, for the s*me result*nt tre*tment I got from Mercy.  Th*t being p*in, *nd *ntib*cteri*l medicine, to hold me over, until my dentist could remove the *bscessed teeth.

  *nd to s*ve time/effort l*ter, I h*ve tried to m*ke this *s  complete *s fe*sible/needed, but concise.  So between this letter, *nd my 10/11 letter, hopefully you h*ve the inform*tion you need.  But if you w*nt something *ddition*l, I will try to supply it. 

  My problems with Mercy were not only wh*t they did or told me.  It w*s *lso *bout wh*t they knew they couldn't do *nd wh*t they didn't tell me *nd knew I would w*nt to know.

  They knew they couldn't correctly tre*t * dent*l problem.  They knew they h*dn't even h*d dent*l x-r*y equipment for ye*rs.  They therefore knew for ye*rs th*t Mercy w*sn't in the dent*l network of *ny insur*nce comp*ny.   So no insur*nce comp*ny would p*y them for *nything they did for * dent*l problem.  *nd/so if Mercy tried to investig*te/help with * dent*l problem it would cost me thous*nds - $4590 initi*lly, in my c*se.  *nd Mercy people didn't tell me 1/2 hours before I went into the ex*m room.  *nd they sure didn't suggest th*t if I w*nted to *nd signed some form relieving Mercy of *ll responsibility - I could do the following.  Let Mercy give me p*in killer(s) l*sting long enough for me to get to * dentist, to check if I h*d * dent*l problem.  Then, if it w*sn't dent*l, I could return to the ER.

  *nd medic*l re*sons indic*ted my problem w*s dent*l, when I first entered Mercy.  Bec*use, th*nk God, my he*lth h*d been very good for ye*rs, up to/through 8/28/23.  This w*s well known by my prim*ry physici*n, for the l*st 10 ye*rs - ***** ****.  *nd Dr. **** is in the Mercy he*lth c*re network.  The only signific*nt he*lth problem I h*ve h*d is prost*te c*ncer, di*gnosed in 12/21.  *nd th*nk God it h*sn't signific*nt *ffected me.  *nd it sure *s xxx didn't c*use gre*t p*in in my e*r.

  Wh*t Mercy did w*s expensive tests *nd * CT sc*n th*t weren't needed *nd didn't do *nything to help my dent*l problem.  *nd *t no time did *ny Mercy person even hint th*t most/*ll costs for this would not be p*id by insur*nce, if I h*d * dent*l problem. 

  This whole mess is so bl*t*ntly immor*l, it infuri*tes me.  Lying by omission to get money.  So I *m sure it is better if BBB de*ls with Mercy r*ther th*n me who might lose my temper.

  Mercy m*y not h*ve broken *ny *meric*n l*w but they h*ve consi***ntly broken God's l*w *g*inst me.  By not tre*ting me the w*y th*t especi*lly import*nt l*w, being:  "Thou sh*lt love they neighbor *s thyself."

  God's words s*y, "but the Ph*risees ... g*thered themselves together.  *nd one of them, * l*wyer *sked him * question trying him:  Te*cher, which is the gre*t comm*ndment in the l*w? *nd he s*id unto him, Thou sh*lt love the Lord thy God with *ll thy he*rt, *nd with *ll they soul, *nd with *ll they mind.  This is the gre*t *nd first comm*ndment.  *nd * second like unto it is this.  Thou sh*lt love they neighbor *s thyself.  On these two comm*ndments the whole l*w h*ngeth, *nd the prophets." (M*tt. 22:34-40*)  God's Words* (to God's/Christ's glory) here *re from the 1901 *SV Bible*, copyrighted in 1929.

  This self-righteous, ungodly *ttitude is even shown by Mercy's response(?) to my 10/11 letter, *s shown in the three Mercy letters enclosed 10/24 Mercy bill.  *ll of which I didn't get in the m*il till 11/1.  Per my 11/10 letter to BBB, Mercy h*dn't even cont*cted ******, ridiculous codes they sent ******, per my 10/11 letter.

  Here *re the obvious money re*sons Mercy did/does this.  Hospit*ls ch*rge for their services, somewh*t like c*r de*lers ch*rge for c*rs.  So there is room for the hospit*ls to give * he*lth discount to * 'big' customer by ****** is limited to the previously set ****** discounted price (p*id by ******) plus *ny previous set co-p*y *mount (p*id by the p*tient).  *nd these insur*nce discounts c*n be very size*ble.  I h*ve seen them in the r*nge of 25%-35%.  *nd co-p*y *mounts *re usu*lly in the r*nge of $35-$245 (for outp*tient surgery).

  So for ex*ctly the s*me tre*tment, *n insur*nce comp*ny plus co-p*y, tot*ls f*r less money to * hospit*l th*n *n individu*l would p*y the hospit*l with no discount *nd Mercy like *ll hospit*ls is well *w*re of this.  So they prefer to bill *n individu*l (me) r*ther th*n ******.  They c*n even offer me *n 'uninsured discount' (how touching) which they h*ve done *nd still come out w*y *he*d.

  I went to the Mercy x-r*y dept. to *sk if they h*d dent*l x-r*y equipment *nd mentioned to the receptionist th*t I w*s concerned th*t the p*in in my e*r might be c*used by my *bscessed teeth *nd she immedi*tely s*id b*sic*lly, 'Oh ye*h, *bscessed tooth p*in c*n occur *nywhere on the side of your people in the medic*l field like this receptionist.

  It is ludicrous to cl*im Mercy's *dministr*tion/st*ff is so ignor*nt of *ny/*ll these dent*l consider*tions.  There *re two dent*l offices, le*sing sp*ce in the Mercy ******** complex.  *s shown on the enclosed m*p. These *re South County Complete Dent*l C*re (***** ********, ******** *, *** ****) *nd Midwest Or*l Surgery (10012 ********, *** 200).

  My dentist told me this sort of thing is * big problem n*tionwide bec*use m*ny hospit*ls *re not set up to correctly h*ndle p*tients with emergency level dent*l p*in.  I guess th*t is just * coincidence.  It couldn't be * w*y to m*ke e*sy money could it? No, youc*n trust * hospit*l to do wh*t is mor*lly right, right? Not by wh*t I h*ve experienced through 11/9/23.

   

   

  Business Response

  Date: 12/13/2023

  Good morning, 

  Ple*se see the *tt*ched response.  The concern h*s been reviewed *nd the origin*l decision is
  m*int*ined.  

  * letter is being m*iled to the p*tient. 

  * copy of the BBB response is being m*iled to: 

   

  BBB

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

  St Louis, MO 63102
  
  

   

  Customer Answer

  Date: 12/19/2023

  Compl*int: ********
  
  
  
  I *m rejecting this response bec*use: it is * l*ck of response. They *re the ones judging their own policy. On wh*t grounds is my compl*int rejected?
  
  
  
  
  
  
  
  Sincerely,
  
  
  
  *** *******

  Customer Answer

  Date: 12/19/2023

  ple*se see *tt*ched file

  Business Response

  Date: 12/21/2023

  Good *fternoon,

  This h*s been reviewed sever*l times by our insur*nce m*n*gement te*m, p*tient rel*tions, *nd our esc*l*tions te*m. 

  P*tient h*s been *dvised th*t he will need to self-submit *s we *re not *ble to bill dent*l cover*ge on hospit*l cl*ims. 

  Th*nk you, 

• Initial Complaint

  Date:09/20/2023

  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 4/27/2023, our son was born. We have since received several bills from Mercy for this hospital stay. We continued to have one very large bill outstanding, that we called about at least 3 or 4 times before today to have resolved. Every time we were told the bill would not be owed, only to have it remain out there, where it finally hit collections. Today after another call to insurance and Mercy, we realized that Mercy incorrectly (and incompetently, I might add) billed the wrong account, which enabled it to look like insurance did not fully cover this. It has been nearly five months now fighting this, when the whole time it was Mercy's billing department's complete incompetence on knowing the coverage rules that caused this. As of now, I am still not completely sure this is resolved, but I require the following:
  -a complete removal of all obligations to pay any bills related to this stay from 4/27-4/30, no matter what insurance comes back with (because we should not owe anything)
  -contact from the hospital both to let me know they have seen this and to apologize for this extremely stressful situation that they 100% caused
  -any credit rating decline due to going to collections to be immediately resolved by Mercy, with damages owed if this is the case
  
  This has been the most frustrating, incompetent display of billing I have ever seen, that I am considering not using Mercy hospital for any services ever again.

  Business Response

  Date: 09/21/2023

  Good morning, 

  Please see attached letter and I will be following up with patient as well.
  

  9/21/2023
  
  Case ID: # ********
  
  Dear Better Business Bureau Investigator, 
  
  I appreciate the opportunity to respond regarding concerns of billing/collection practices for clinical services provided to the complainant.
  
  Out of respect for the privacy and confidentiality of our patients protected health information (PHI), which may encompass both clinical and financial records, we have developed an internal system for responding directly to the complainant in accordance with local, state and federal regulations. The complainant may in turn release a copy of our original response directly to the Better Business Bureau, at their discretion.
  
  Please let me know how I can be of further assistance in the resolution of this concern.
  
  Sincerely, 
  
  ******* ********
  Patient Services
  Mercy Health Systems
  

  Customer Answer

  Date: 09/21/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  I will not accept until I see in writing that we do not owe anything. I would also like to add that it came to my attention after submitting the original complaint that Mercy double billed us. One bill sent to the mother of the child's (my wife) insurance, and one bill sent to the father (myself)'s insurance, "conveniently" under my wife's name. So it made it look like my wife received two separate bills when in reality, Mercy billed the same thing twice to two different insurance policies. And the charge we are disputing is the one erroneously (perhaps fraudulently, but we can let the law prove that if it comes to that) charged to my insurance, which never should have happened. Because the bill sent to my wife's insurance was fully covered. That should have been it, end of story. But the bill to my insurance was not fully covered since I had not met my deductible. And even IF the bill to my insurance was legit, which again, it is very clearly not, my insurance never should have been contacted anyways since in the first 31 days of a child's life, all coverages fall under the mother's policy. Mercy should have known that.

  So again, I will simply not accept anything until I see IN WRITING that my family and I owe $0 for this hospital stay. $0. Because under the law and under our insurance coverage, that is what we factually owe. There is no disputing that. I'll let Mercy apologize to us and to any other families who may not have caught it at the time for the double billing they are involved in, if they so choose.

  
  
  
  Sincerely,
  
  
  
  ******** ******

  Business Response

  Date: 09/25/2023

  Good morning, 

  This is currently under review with your insurance management team and is also on my follow up calendar

  Customer Answer

  Date: 09/26/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  That was an extremely insufficient response. It didn’t move anything forward. I continue to wait for a message in writing saying we do not owe anything, as that is what insurance has told us and at this point should just be the bare minimum the hospital can do for the most significant amount of inconvenience I’ve ever had to deal with from any business.

  
  
  
  Sincerely,
  
  
  
  ******** ******

• Initial Complaint

  Date:08/27/2023

  Type:Order 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.

  Due to being uninsured and very low income, I qualify for Mercy's Financial Assistance 100% discharge. My prior visits are not being considered under their policy, despite speaking with a Mercy CSR July 2023 that said "my entire account" would go under review once I submitted my 2019-2023 taxes and income for my husband and myself.
  
  Mercy is charging me more money than we have ever made in a year and will not honor their Financial Assistance policy. Bills are ~$35,000 of debt for myself, and $8,646,13 for my husband, ********

  Business Response

  Date: 08/28/2023

  Dear Better Business Bureau Investigator,

   

  I appreciate the opportunity to respond regarding concerns of billing/collection practices for clinical services provided to the complainant.

   

  Out of respect for the privacy and confidentiality of our patients protected health information (PHI), which may encompass both clinical and financial records, we have developed an internal system for responding directly to the complainant in accordance with local, state and federal regulations. The complainant may in turn release a copy of our original response directly to the Better Business Bureau, at their discretion.

   

  Please let me know how I can be of further assistance in the resolution of this concern.

   

  Sincerely,

   

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

  Patient Services

• Initial Complaint

  Date:08/21/2023

  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.

  Mercy has failed to correct billing errors placing me as the guarantor for my step daughters ER treatment even after her biological parents who are legally responsible for her attempted to correct the situation multiple times and, are the ones that signed as guarantee of financial responsibility.
  
  I carry a family insurance policy, that absolutely does not mean that I signed any financial guarantees for my stepdaughter as I am not her legal or biological guardian.
  
  The only resolution is for Mercy to bill the biological parents, insurance policies and Perminately remove me as the financial guaranteer for my step daughter’s account as that was done fraudulently.

  Business Response

  Date: 08/22/2023

  Hello,

  I have emailed ****** *****r and have asked for additional information regarding his complaint. The information that was provided does not provide any information regarding who he is referencing nor a date of service. Once he has responded and complaint has been reviewed and additional response will be provided with the outcome of the review.

  Thank you,

  **** ******

  Business Response

  Date: 08/29/2023

  Hello, 

  Plaintiff has been notified via email provided with updates
  that this concern has been resolved. I have attached the letter response to the BBB and will also send via USPS to the address listed via the complaint ********* 
  
  ***** ****

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

• Initial Complaint

  Date:08/17/2023

  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.

  Due to understaffing, it took almost three months and dozens of follow ups for Mercy to report my newborn baby’s birth to the state to issue a birth certificate and SSN. Every infant born at Mercy St. Louis this summer has been affected. In my particular case, my baby was born on May 30th and I waited 6 weeks before reaching out as that is the instructions on the SSA website. Insurance companies require this information for newborns within two months of birth. I started by calling the SSA; they confirmed they had no record of my child. I then called the Mercy Birth Certificate Office (whose phone message prompt for delayed social security cards forwards you to the SSA with no message about the delays on Mercy’s end) and left a message, after a couple of messages later and more attempts to call, I was finally connected with the office on July 13th and was told that’s about the birth date she is on and she will make sure mine was processed that day. Frustrated but glad to have an answer, I wait 2 1/2 weeks assuming it was set to the SSA. By the end of July, I feared my baby’s information was not submitted when I was told it was and start trying to contact the birth certificate office and SSA again. I end up having to go to the SSA office in person to get any insight on August 2. The SSA office confirmed they had received no record of my son’s birth and could not move forward as he also did not have a birth certificate. I also called the state records office on 8/2 who also confirmed they had no record of his birth. I called the maternity front desk who stated they were receiving a lot of frustrated calls with the same issue and they are now sending those concerned to the records office instead of the birth certificate office, I left a message there that is still unreturned. I did hear back from the birth certificate office on 8/3 and it was processed that day with no apology for the delay and lies nor compensation for the time spent following up.

  Business Response

  Date: 08/18/2023

  Good afternoon, 

  I have reviewed the complaint and have spoken to ****** regarding her concern. 

  Please see the attached response, a hard copy is also being mailed to: 

  BBB
  211 N. Broadway, Ste. 2060
  St Louis, MO 63102

   

  Thank you 

• Initial Complaint

  Date:08/08/2023

  Type:Delivery 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 mother was delivered to Mercy hospital with internal bleeding and hospital staff failed to proceed with any tests or treatments itill more than 24 hours later she had a major bleeding. As a result she passed away after being in a hospital for 5 days. “ Doctors “ all non American and don’t have American degree if have any. They were rude and harassed me every day to take my mom from life support.

  Business Response

  Date: 08/09/2023

  Case ID: # ********
  
  Dear Better Business Bureau Investigator, 
  
  I appreciate the opportunity to respond regarding concerns of billing/collection practices for clinical services provided to the complainant.
  
  Out of respect for the privacy and confidentiality of our patients protected health information (PHI), which may encompass both clinical and financial records, we have developed an internal system for responding directly to the complainant in accordance with 

  local, state and federal regulations. The complainant may in turn release a copy of our original response directly to the Better Business Bureau, at their discretion.
  
  Please let me know how I can be of further assistance in the resolution of this concern.
  
  Sincerely, 
  
  *******
  ******* ********
  ***** ****** *******
  

  
  

  Customer Answer

  Date: 08/09/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:

  This is not billing complaint. My mother passed away because of your deceptive practices and fake doctors. You didn’t even bother to read the complaint. What privacy are you talking about if you already killed her.
  
  
  
  
  
  
  
  Sincerely,
  
  
  ******* ******

  Business Response

  Date: 08/10/2023

  Good afternoon, 

  Please see attached response.  A hard copy is also being mailed to: 

  BBB
  211 N. Broadway, Ste. 2060
  St Louis, MO 63102
  Thank you 

  August 10, 2023

   

  BBB
  *** ** ********* **** ****
  ** ****** ** *****

   

  Case ID: # ********

   

  Dear Better Business Bureau Investigator,

   

  Thank you for your communication.  The complaint is actively being reviewed and contact has been made with *******.  For any further questions or concerns please call ###-###-####.

   

  Out of respect for the privacy and confidentiality of our patients protected health information (PHI), which may encompass both clinical and financial records, we have developed an internal system for responding directly to the complainant in accordance with local, state and federal regulations. The complainant may in turn release a copy of our original response directly to the Better Business Bureau, at their discretion.

   

  Please let me know how I can be of further assistance in the resolution of this concern.

   

  Sincerely,

   

  *******

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

  Business Response

  Date: 08/16/2023

  I appreciate the opportunity to respond regarding concerns of billing/collection practices for clinical services provided to the complainant.

  Out of respect for the privacy and confidentiality of our patients protected health information (PHI), which may encompass both clinical and financial records, we have developed an internal system for responding directly to the complainant in accordance with local, state and federal regulations.  The complainant may in turn release a copy of our original response directly to the Better Business Bureau, at their discretion.