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:12/23/2022

  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.

  Mercy hospital billing dept can not with in reason apply payment to earliest invoice. I have made numerous payments on or before due dates. Mercy has sent a invoice to a collection company that payment should of been applied to. I have also received a bill 3 hours after I made my last payment & statement says paid in full! Never have I had a business that sends out random invoices stating different accounts ! I went to mercy hospital 1 time & should have 1 account , sounds like mercy is trying to use trick billing & deceive customers

  Business Response

  Date: 12/23/2022

  This has already been reviewed with the patient and the account was sent to collection correctly. 

• Initial Complaint

  Date:12/14/2022

  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 several bills for tests that cost over $5500. When I get the bills I make payments, but Mercy stopped sending me a couple bills and instead sent the bills to ********** ********** ***. It took Mercy several months to start sending bills because they offer a payment solution outside of what I could afford to pay monthly. Something needs to be about Mercy's billing practice.

  Business Response

  Date: 12/15/2022

  Please see attached letter

  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:11/18/2022

  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.

  The oncology gynecology department allows test results from cat scans to go to patients, yet provides the patients with no explanation of the results. Phone calls result in nurses giving limited information which does not answer questions and leads to more concern. The radiologist, doctor, and nurse practitioner give conflicting information on condition. Emergency room nurses requests for dr responses are ignored by this department. They will admit patients, provide no medical care for hours, and then want to give fluids to patients with no explanation as to why they are needed. The lack of communication and negligence results in mental strife, wasted resources and patient trauma.

  Business Response

  Date: 11/21/2022

  Hello, 

  I have sent this concern to the ***** ********* Patient relation Manager ****** ******. She is contacting the patient with submitted complaint# ******** for ***** *****. I have also notified the patient that ****** will be contacting her to discuss her concern outlined in her complaint,

  Thank you,

  **** ******

   

• Initial Complaint

  Date:11/18/2022

  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.

  The billing department is the absolute worst thing I've ever seen. I have 10 pages of phone calls to try to resolve each and every transaction I've had over the last 16 months. My insurance will repeatedly get entered incorrectly. They will continuously double Bill my insurance. Insurance will pay on one, deny the other due to duplicate billing. They will put me down as denied. And move things over to self pay when insurance has paid, they have copies of EOB on file. I had an ultrasound done at Mercy in Springfield was charged $298. Had the exact same ultrasound done at Mercy in lebanon, was charged $787. Compared prices of two other ultrasounds I received in lebanon to springfield(mercy). Cash price in Springfield is half the amount. I am now needing itemized statements of multiple dates of service to turn into ***** for reimbursement. My phone number has been rerouted to a No Man's Land holding. Waited for almost an hour. No recording coming on stating how much time is left, how many patients are ahead of you. Have left multiple messages to speak to someone higher up in the billing department. No one has returned my call. Transvag ultrasound in springfield on 3/17/22 charge $298. Same on 10/27/22 in Lebanon charged $727. Springfield price for pelvic ultrasound $390, charged $887 in lebanon on 10/27/22. Neck ultrasound in Springfield $405, was charge $796 in Lebanon on 11/02/22. I am more than likely getting ready to go through treatment for cancer. I will not have this strength or energy to argue with anyone over bills. Taking my business to **. I don't understand how someone can treat patients this way. This is supposed to be a Christian not-for-profit. I can't believe a Christian business would take such advantage of their patients.

  Business Response

  Date: 11/18/2022

  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.

  The patient has reached out and the visits are currently under review at this time. We will follow up with the patient once this has been completed. 
  
  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

• Initial Complaint

  Date:09/29/2022

  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 need a UB04 form for the two surgeries I had in 2021 at Mercy on ****** **. (2 separate UB04 forms). It has been 1 month that I'm trying to get them. I have talked to at least 8 different people and gotten 8 different answers as to why I haven't gotten them. One even told there was no records which makes zero sense as the actually did send the doctors surgery notes for the operations. Some of the people answering boarder on totally incompetent while others have tried to help but have gotten no where. I had surgery at 2 other hospitals and both of them were able to send encrypted emails before the days end. Your hospital is the only finding this challenging when apparently it should not be. I need these forms and I am tired of the run around and nobody seemly able to help me. I tried calling all sorts of places other than the number but none o that helps either. Either people just don't bother to call you or they have no clue and send you back to the place you started which is zero and no help at all !!!!! I am happy to share my phone records and emails that show what I am saying 100% accurate.

  Business Response

  Date: 10/20/2022

  We did speak with the patient and everything has been resolved.

  Business Response

  Date: 10/31/2022

  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 discrection.

   

• Initial Complaint

  Date:08/19/2022

  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.

  Dec. 2019 I had surgery at Mercy. I received a statement, 2/14/20, 3/16/20 and 4/14/20. Each time with a lower Amount Due. The last one on 4/14 had $4,440.00. I began paying 100.00 a month. Then 7/18/22 When it was down to 1800.00, I decided to pay it off. They kept sending email's that were 50.00 more. I paid the 1800.00 on line like I had been doing & had the payment noted, Payment In Full. I also sent them pictures of the statement showing 4400.00. They have still continued to send emails saying I owe 50.00. I just want it to stop, I can send you picture of that statement if you'd like. I'll mail on with the paper I'm to sign & mail to you.

  Business Response

  Date: 08/22/2022

  We have reviewed the account in detail, the statement that was sent out on 4/02/2020 was for a total of $4,440.00. Since May 2020 a total of $4,615.00 has been paid to Mercy, a total of $4,390.00 was applied to date of service 12/10/2019, account #***********. The remaining $225.00 was applied to the following dates of service 11/07/2019- *********** $90.00, 4/29/2021- *********** $100.00, 4/29/2021- *********** $15.00, and 10/25/21 for $20.00. On 7/6/2022 we sent out itemized showing where all the payments were distributed and on page $31 it does state the balance due is $1,850.00. You paid $1800.00 on 7/22/2022 leaving the remaining balance due of $50.00. 

  Customer Answer

  Date: 08/25/2022

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  I've contacted Mercy again. Do you think I owe more than the $4400.00 on the statement I received ? They have not come p with the additional 50.00, they want. They gave me the 4 amounts, that =225.00 & those are all paid. The back side of the statement shows balance for 12/10-12/15 is 4400.00. I have not received any other statement from them to now.
  
  
  
  Sincerely,
  
  
  
  ****** *****

  Business Response

  Date: 08/26/2022

  A reviewed has been completed again and the charges are correct, all payments posted tot he accounts. We are providing all statements to the patient again at this time showing on page 31 the balance due was $1,850.00 not $1,800.00, as well as a new statement showing the balance due of $50.00 after her payment. If the patient is missing a payment we ask that she provides proof of payment so we can locate it. 

  Customer Answer

  Date: 08/29/2022

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  I did NOT receive a statement for $50.00. I sent you copies of statement I did receive showing 4400.00, of which I paid over period of time. Should a person pay more than what the bill/statement shows ?
  I just got an email from them & it says the sender will not allow a reply!! So I can't reply.!! Ex. I was going to ask: If I provided services to them for painting there house & sent them a bill for $1000.00. Would/Should they pay me 1050.00 ? Or the 1000.00 that the bill says ? This is so stupid on their part.
  
  
  
  Sincerely,
  
  
  
  ****** *****

  Customer Answer

  Date: 08/01/2023

  I have 3 sets of copies of payments & 3 statements, I paid from.  The 3 sets are all the same, altho they say they are different!  I'm contesting $50.00 that they keep wanting.  If I could get some kind of a reply from someone, it would be nice. Thanks in advance.

  Business Response

  Date: 08/01/2023

  Good morning, 

  I have followed up with the patient. 

  Customer Answer

  Date: 08/03/2023

  Hope I did this right, its a copy of the statement I received 4/11/20 saying I owe *******. That's what I paid and the last ******* payment was noted in memo part, In Full. Hope this helps. I habe lots more papers. Thanks

   

  Business Response

  Date: 08/04/2023

  Hello,

  I have contacted **************************. This has been resolved.

  Thank you

  Customer Answer

  Date: 08/07/2023

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