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:07/10/2023

  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 gave birth to my son on 2/25/23 at Mercy South. He was intubated and transferred to Mercy St.Louis Children’s immediately. We received a bill for approximately 8,000.00 after insurance. To date I have paid approximately 6,000.00 off, when I logged in today to make a payment I was notified that I was sent to collections. When I called to speak to the billing department I was told they were sorry but there was nothing they could do about being sent to collections and that I should have been put on a payment plan to begin with. I asked if there was anyway for them to rectify this since I obviously have been making large payments and this would show up on my credit score. Her response was “I’ve heard it doesn’t affect your credit that bad…I get it, I have bad credit too.” To which I replied, I don’t! Mine is around 750. She said I’m sorry, I could get you in contact with the collection agency to set up a payment plan. This is completely unethical, I’m appalled with the decision to send me to collections after paying 6k of the 8k within 3-4 months and the lack of professionalism in customer service.

  Business Response

  Date: 07/11/2023

  July 11, 2023

   

  BBB

  *** ** ********* **** ****
  
  ** ****** ** *****
  
  *
  
  **** *** * ********Dear Better Business Bureau Investigator,

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

  Per review the original response was uploaded via the BBB Portal as well as a hard copy being mailed to the BBB mailing address on 5/18/23.   Called patient to discuss her concern for resolution.

  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,

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

   
  

   

• Initial Complaint

  Date:06/23/2023

  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 have been sent to debt collection and southeast hospital is not giving the collections agency accurate information. They are showing that I have made no payments on the dates of service that were sent to the collections agency and when I called southeast billing and asked about specific cleared checks was told that it was applied to a date of service that was sent to collections. The collection agency has asked for complete payment information twice now and both times my payments were not reflected. When I asked southeast hospital billing department why the entire allowable amount was sent to collections when she just told me there was a payment I had made that was not reflected in what was sent to collections I was told that there was a system glitch that was not showing payments reflected. When I asked them why they were sending people to collection when there system was not reflecting payments I was told that they were allowed to. I dont mind paying bills I owe but I shouldnt have to pay for services I have already paid for because they have a system glitch. I also received a letter in the mail stating that they had experienced a security breach. These dates of service are from 2020, 2021, and 2022. The dates of service stopped showing on my statements from the hospital so I thought everything was good and now they send me to collections and are giving the collection agency incomplete information.

• Initial Complaint

  Date:06/23/2023

  Type:Product 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 this mercy go-health for service. I was double charged for my payment. I was never notified that I was double charged until I checked my records and noticed the payments. I called them and told them about the issue. They agreed that I was double charged and would offer me a refund. However, since my original date of service and my conversation, my company had switched HSA providers. I told them they couldn't refund back to the same account (no longer active) and would need to just issue me a check. After many many emails, they finally agreed to this. However, they sent the refund back to the old HSA account. I again reached out and after several emails was told I need to get my old HSA to issue a refund. I called them, but said they could not do a refund. I emailed and called again, this time being told I would be given an update in a week. But that did not happen. I would estimate at this point that I've called 4 or 5 times and sent close to 15 emails. I need a resolution immediately.

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

  Business Response

  Date: 06/26/2023

  Thank you for bringing this matter to our attention. We have contacted the consumer and working directly with the consumer to resolve his complaint.

• Initial Complaint

  Date:06/06/2023

  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 recently received a debt collection request from ********** ****** * ********** ***** regarding an alleged outstanding balance of $183. The debt in question pertains to services provided by Mercy GoHealth Urgent Care, and I wish to assert that this debt is invalid and should be immediately removed from my records.
  
  On February 9, 2022, I visited Mercy GoHealth Urgent Care solely to obtain a COVID test. As a responsible individual, I always ensure that my medical services are covered by insurance, and similar tests performed at other urgent care centers have been fully covered in the past. Therefore, it came as a surprise to me when I received a bill claiming additional services were rendered during my visit.
  
  I must emphasize that I did not authorize or receive any services beyond the COVID test on the mentioned date. To the best of my knowledge, my visit was solely for the purpose of obtaining a test, which should be covered by my insurance plan. The billing discrepancy appears to be an error on the part of Mercy GoHealth Urgent Care, as they have inaccurately claimed that additional services were provided without my consent or knowledge.
  
  I have taken the necessary steps to contact Mercy GoHealth Urgent Care directly to resolve this issue. I have disputed the charges with them and have requested a review of their billing records to rectify any discrepancies. I expect them to correct my balance and inform NCC that this is resolved.

  Mercy-GoHealth Urgent Care
  **** ********* ******* **
  ***** ******** *****
  **********
  

  Business Response

  Date: 06/06/2023

  Good afternoon, 

  Unfortunately we are unable to assist, patient will need to contact ###-###-#### to discuss all billing for Mercy GoHealth Urgent Cares. 

  Customer Answer

  Date: 06/09/2023

  Complaint: ********
  
  
  
  I am rejecting this response because I've already contacted Mercy through these channels and received no resolution. 
  
  
  Sincerely,
  
  
  
  ******* *****

• Initial Complaint

  Date:05/31/2023

  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.

  There have been several instances where Mercy hospital system will try to collect money before a medical appointment. The only time this should be allowed is for copays; not what Mercy thinks insurance will not pay and will be the responsibility of the patient. The most recent incidence of this happening was the beginning of May. I had a medical appointment for 5/5 and Mercy sent me an e-check in. At the end of the check in, there was an amount of $217 that Mercy thought I should pay. I declined. The bill was sent to insurance first (which should always be the case) and my insurance paid the $217. This was due to my insurance seeing this as a preventive measure that the insurance paid 100% for. Mercy should not be asking for payment up front (except for copays) and should be billing insurance first. This practice scares people into paying money that insurance may pay. I have contacted Mercy during a previous instance and was told the billing department should not be asking for payment up front. When I contacted the billing department, they told me Mercy guesses what the patient may owe. This is a deceptive practice and should not be allowed. I want Mercy hospital system to stop asking for payments up front with the exception of copays.

  Business Response

  Date: 06/01/2023

  Hello, 

  I have left a message for a return call from ***** on 06/01/2023 @ 8:00am.

  Thank you

   

  Business Response

  Date: 06/01/2023

  Hello, 

  I have received the requested return call from ********************* We have discussed her concern and resolved the issue with no further action from the patient or Mercy.
  

  Thank you,

  ****
  

  Customer Answer

  Date: 06/01/2023

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

  Business Response

  Date: 06/06/2023

  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.

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

• Initial Complaint

  Date:05/24/2023

  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 son ***** was admitted to Emergency Room I was in a payment plan with Mercy. First payment in the payment plan was paid by phone. I thought they are going to charge my credit cards for all future payments. That was not true and that was the reason I missed one payment. I received letter from Mercy asking me to pay $209 and if not paid in full, may payment plan will be cancelled and sent to collection agency. Letter was dated Apr 10th 2023. I called Mercy on Apr 24th and paid full amount of $209.13 so my account will not be processed through collection agency.Today I have received notice from collection agency that I have to pay full amount $975.78.I called Mercy today to verify on why my account was sent to collection. I was told they sent my account to collection before I paid the $209 (on April 24th) which contradicts with the letter they sent to me which is valid till end of April and payment is due in May. The lady at the customer service told me there is no way to withdraw my file from collection. She also told me that I am in a payment plan.I did another payment today May 12th 2023 for $209.13 Summary of My complaint: I received letter, dated 10th Apr, asking me to pay $209.13 during April otherwise my account will be sent to collection. I did call Mercy on April and fixed the problem and paid the full amount of $209.13. Still Mercy does not comply with their letter and sent my account to collection. This is going to stay for seven years on my credit report for no reason. I need this to get fixed and remove their request from collection agency. I am open to any resolution or even any other payment plan but not to involve collection agency which is going to hurt my credit score.

  Business Response

  Date: 05/23/2023

  Please correct your records. Mercy Health **** Does not service Mercy ******** **.   Please send a letter of Closure and or Correction.  Thank You ************;

   

  Business Response

  Date: 05/24/2023

  see atached letter

  Customer Answer

  Date: 05/24/2023

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

   

  the complaint is not closed yet. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:05/23/2023

  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.

  My rights under federal law were violated. I have patient rights to respect. Those were not given to me by a company that you partner with called ******* **************, I see that complaints have been filed to you before but nothing has been done. Early April I contacted them about an unusually high bill that my insurance should’ve covered. I made a recorded lengthy call to them and spoke with ********. She didn’t do anything to help but she said she would partner with her admin to make financial arrangements for me. She also advised in the recorded call that she would call me back end of business day or at the absolute latest end of the week. I wanted to believe that she did what she said but when I receive the bill in the mail I learned that she has done absolutely nothing and of course she lied about calling me back. I called in to find out why this agent had lied and it wasn’t taken seriously. In a recorded call, I spoke to a supervisor about the incident. The supervisor was extremely unprofessional and didn’t handle the issue and literally hung up on me without provocation. This is extremely unprofessional and against the hospital policy and my patient rights. I filed acBBB complaint and after a lengthy wait they did admit that ******** didn’t follow up as promised. However the hanging up on me of the rude supervisor was covered up. I don’t think they’re aware that the call had been recorded. They gaslighted me by dismissing the rude supervisor and made up a lie that I was demanding that they delete my bill. That was not true at all I asked for a payment plan initially but I wanted Bridget dealt with for her lies. Now the agent to answer the BBB complaint also made a false statement about the incident and took no responsibility for the incident.
  Because there has been so many complaints and so many false statements by this company then they should no longer be taken care of patients. The partnership needs to be ended for patient safety.

  Business Response

  Date: 05/23/2023

  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.

  Customer Answer

  Date: 05/24/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  I specifically asked them to call me at home they made no effort whatsoever to resolve the issue. I will continue to complain elsewhere
  
  
  
  
  
  Sincerely,
  
  
  
  ***** ****

  Business Response

  Date: 05/25/2023

  We've spoken with the patient regarding her complaint. Advised that ******* ************** is a third-party associate and Mercy does not have access to their system. Informed the patient that we've spoken with ******* **************, and they will be reaching out to her directly to resolve any concerns that she may have with them as Mercy is not able to assist with her concerns. 

  Customer Answer

  Date: 05/25/2023

  Complaint: ********
  This is not entirely true. As we discussed they do have discretion not to hire people that violates patient rights. I didn’t sense any real concern at all. I must be an advocate for others who are being mistreated. Mercy has received numerous complaints about Western anesthesiologist mistreating  the patients and yet they’ve done absolutely nothing about it. They do control who works at their facility and they have a right under federal and state law to make sure that the patients are being treated fairly. 
  I also contacted the CEO of Mercy and they didn’t even bother to return my call. That is how careless this company has been. They don’t appear to care about their patients or the elderly. It appears just to be another moneymaking deal.

  When I was diagnosed with cancer I went to another hospital because I saw how the elderly at this hospital were being treated. It’s really sad.

  
  I am rejecting this response because:
  
  
  
  
  
  
  
  Sincerely,
  
  
  
  ***** ****

  Business Response

  Date: 05/31/2023

  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.

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

• Initial Complaint

  Date:05/17/2023

  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 annual mammogram showed something suspicious, I was asked 2come back for another mammogram & ultrasound. I returned & was told that they did not see anything on the ultrasound; HOWEVER, since the mammogram is the best method for detecting problems I should proceed to the next step & have a biopsy. I came in for my biopsy & after images were taken was told that there was nothing to biopsy, the procedure was cancelled.
  Now the drama begins—got a bill for over $8,000, of which my responsibility was $1,299. I thought this was a large bill for a procedure that didn’t happen esp. after being told on the prior visit they didn’t see anything. I should have been told the bill was going to be so much. I investigated, turns out I was billed for the biopsy TWICE!
  I called Patient Relations who were able to determine that I had been double billed; was told they were working on my issues & I would hear from someone once a final decision was made. Never heard from them again but in Jan. I got a new EOB from insurance, for ½ of the original amount, $4,xxx.00. The EOB further stated the remaining balance was “not the patients responsibility” I owed zero. I should mention that in Sept. my 2nd insurance paid $678.14.
  Then three weeks ago (4+ MONTHS LATER) I get a notice from Mercy, I have a NEW balance? I go online & see that I have a balance of $620.86 (note this was the orig. amount due when the bill was $8k –of $1299 less the insurance payment of $678.14.) How can you reduce the bill in half & yet I still owe the same amount of when the bill was $8000? **FOR A PROCEDURE I NEVER HAD** I call Patient Relations, speak w/ ***** ***, who said she’d look into everything & place a credit hold on my account. The next weekend I got bill that read “I was SEVERELY past due”. I called billing, explained the bill was in dispute & that I had a credit hold per * ***. I was NOT on credit hold! Said she couldn't hold on my account! I have called countless people to no avail. Ms *** is NOT returning my calls.
  Below is the government’s description of the code on my bills:
  19081. BIOPSY, BREAST, WITH PLACEMENT OF BREAST LOCALIZATION DEVICE(S) (EG, CLIP, METALLIC PELLET), WHEN PERFORMED, AND IMAGING OF THE BIOPSY SPECIMEN, WHEN PERFORMED, PERCUTANEOUS; FIRST LESION, INCLUDING STEREOTACTIC GUIDANCE.
  I understand if there are some reasonable charges 4 the images taken but I’m being billed 4 a full biopsy! I have paid some $211 for Dr. Sander’s charges billed via West County Radiology, another $2xx for the services for the 2nd mammogram & my insurance has paid an addit'l $678.14.I don’t feel ANYTHING should be due, Mercy has been OVER PAID.

• Initial Complaint

  Date:04/04/2023

  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.

  It appears that Mercy is changing coding to generate revenue after a visit of unsuspecting patients. On 10/25/22, I had scheduled my annual physical. In Dec. 22, I received an invoice for an additional $25. It was discovered that Mercy changed my annual physical appointment to an office visit. It was stated at some point during the appointment something was discussed that made it an office visit. However, it has never been clearly communicated what was discussed that made it an office visit instead of the scheduled annual physical.

  Business Response

  Date: 04/05/2023

  Good morning, 

  The account has already been reviewed. Patient can contact customer service at ************ to discuss. 

  Business Response

  Date: 04/10/2023

  Good afternoon, 

  We are unable to change the coding on this
  service. The services are based on the doctor's orders and the services
  provided which are documented and verified as correct. Your insurance provider
  was billed, and they have left the balance to your responsibility. Preventative (wellness) healthcare focuses on maintaining wellness and
  stopping health problems before they occur while office visits discuss medical
  issues.

  Charge are correct and documented. 

  Thank you, 

  *******

  Customer Answer

  Date: 04/11/2023

  Complaint: ********
  
  
  
  I am rejecting this response because: it is not right to change the annual physical to an office visit without my knowledge.  The coding entered at first was incorrect.  It should be changed.
  
  
  
  Sincerely,
  
  
  
  ****** *****

  Customer Answer

  Date: 04/11/2023

  One additional thought is please explain how the doctor decided to talk about medical issues without informing me that it would turn the annual physical into an office visit is acceptable.  

• Initial Complaint

  Date:01/09/2023

  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.

  01/09/2022 I'm really disappointed in the nursing staff and security guards at Mercy Hospital St Louis. If you love your love ones this not the hospital to take them to. My daughter and I was just put out the ICU(Intensive Care Unit) by people on power struggle, because I asked for pain pill for my daughter. My daughter was on 6 liters of oxygen, pnuemonia, IV antibiotic,sepsis and shortness of breath. Being scheduled for drain placement in right chest. Staff nurse says me asking was aggressive to her. Security showed up and said I need to leave and not return. I ask what I do and he said, "Showed aggressive behavior." I said I wasn't yelling or raised my voice. Staff nurse unhooked my daughter and gave us w/c to leave hospital. My daughter asked for oxygen and nurse said no you leaving AMA. I said, "No she not, she was asked to leave also. Security gurad was very rude, unethical, impolite, bad -mannered, untrained in customer service, and inconsiderate. Security gurad walked less than Covid-9 6 feet distance. When told him ur in my personal space and pointing his fingers in my face with his fist balled up. Plus my daughter cant walk on her own or care for herself. Called Mercy charge nurse, *******, to talk about incident and what happen letting her know my daughter needs oxygen. But she wasn't interested in what I had to say and rushed me off phone. The incident was unwanted and my daughter had to go from ICU to parking garage to car to home (portable oxygen) to another hospital to get the help she needed.

  Business Response

  Date: 01/10/2023

  Hello,

  regarding the following, Mercy Patient Safety is addressing this issue and will respond with their review ...

  The complaint was submitted on 1/9/2023 and was assigned an ID of ********.
  
  Customer Information:
  ***** *******
  **** ******** ***
  ********** ** *****
  ******* ****** ***** ********
  ******* *****************