Business Profile

Hospital

SSM Health St. Louis

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Hospital.

Complaints

This profile includes complaints for SSM Health St. Louis's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

123 total complaints in the last 3 years.
34 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:05/13/2025
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.
The billing office is charging me for date of service 11/19/2024. The explanation of benefits tells me and the providers billing department that I am not liable for the additional $35, and the office has sent this to collections. When I called the told me it would sit in collections until they review my account which takes ***** business days.
Business Response
Date: 05/13/2025
This letter serves as SSM Health's formal response to Complaint No. 23322825.

The assertion is that a balance of $35.00 was assigned to the patient in error. The *** code in question was denied because it is non-payable, and accordingly, the insurance carrier did not assign any patient responsibility. The account has been recalled from collections, which has not impacted the patients credit standing. The current outstanding balance is now zero.

Thank you for the opportunity to address this matter.

Sincerely,
SSM Health ***************** Services
Customer Answer
Date: 05/14/2025
Better Business Bureau:

I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution.

Sincerely,

***** ********
Initial Complaint
Date:04/22/2025
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 scheduled a preventative "wellness" visit with my primary care doctor, a **** Health Plan doctor - SSM Health for 11-1-2024. I went into the visit determined to not ask any questions or bring up any ailments as I wanted the visit to be covered at 100% wellness visit. I made the mistake the year before asking questions and the visit was coded as a wellness visit AND a 30-minute office visit which is subject to my deductible and coinsurance at a cost to me. I again was charged at this visit for both a wellness visit AND a 30-minute office visit (my out of pocket cost was $262.52). When I received the bill, I immediately sent a mychart message to my doctor on 12/14/24. I made a second request on 12/31/24 after not hearing. Dr.'s MA responded on 1/3/25 that it was sent to the manager to look into. The Billing Mgr did reach out to me via phone and said he would look into it and get back to me. I never heard back. On Feb 23, I reached back out to the clinic. The *** stated "****" Billing Manager was out but they would relay the message. I never heard from ****. On March 23, I reached back out again to my clinic and was told on 3/24 to contact the ************ at ************************************************* I sent them an email on 3/31. They responded on 4/2 that I had brought up questions about astro-***************** disease. I immediately responded that this was not true. I've had acid reflux for most of my life and have been taking medication. We never discussed this topic. I have yet to hear a response. Then, I get a letter last week from a collection agency. Now my credit has a collection on it. I call the billing department today to try and get the collection off of my record. They indicated that once it is sent to collections, it can't be retracted.
Business Response
Date: 05/08/2025
This correspondence is SSM Health's response to Complaint ID ********.

The complaint states the complainant was billed in error for services not received. Attempts to correct the billing were unsuccessful and the account balance was sent to collections.
A one-time courtesy adjustment of $262.52 was granted. This amount has been paid to the collection agency and is being refunded to the patient. *** does not report to credit bureaus; therefore, this account balance did not impact the patient's credit history.
Thank you for the opportunity to respond to this complaint.
SSM Health Patient Financial Services

Customer Answer
Date: 05/09/2025
Better Business Bureau:

I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution as long as I actually get a check for $262.52.

Sincerely,

******* ******
Initial Complaint
Date:04/10/2025
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.
Blood work was ordered by mistake on 9/11/24 by Dr. *** ****, ******************** Health. Since the blood work was ordered by mistake ***************. (Aetna) will not cover the cost. Quest Diagnostics has billed me $163.66. I feel since the blood work was ordered by mistake SSM Health should be responsible for this bill.
Business Response
Date: 06/04/2025
We are actively investigating this concern and have been in communication with the patient on where we are in the process of our investigation.

Thank you,
Krysten
Customer Answer
Date: 06/05/2025
Better Business Bureau:

I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution.

Sincerely,

****** ******
Initial Complaint
Date:03/20/2025
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've been having issues trying to get my medical records My phone can't get the app to open all doesn't Sit here and sbin and does not open Sit here and spin and does not open Every time I talk to their technical support They turn around and ask me is this if this ***** **** and they turn it wrong and hang up on me don't want to fix this app I've been to see her with this app ever since November last year with this app not working correctly and now they want to see her and fight with me I have talked to my primary Clinic Doctor like they have told me they told me to talk to their technical support my chart people and they will not help me I asked to talk to a supervisor they won't even get me one they just turn around and hang up me and block my phone number there's no reason of this at all I like to get my Medical records from them so I can communicate with my doctor don't understand why they're acting this way but they need to take care of this problem I have talked to **** I have talked to ********* over there and both of them are hanging up me now don't know why they're acting like this but they need to stop doing that to me I really don't appreciate how I've been treated with this company I was wondering if The ************************ help take care of this problem and fix my app and I really appreciate you guys help me.
Business Response
Date: 03/25/2025
The correspondence serves as *** Health's response to Complaint # ********.
The complaint states the consumer is unable to access his patient portal with *** Health thru the My Chart application. As of 3/24/2025, the consumers access to the *** Patient Portal application was confirmed.
Thank you for allowing us the opportunity to respond to this complaint.
*** Health Patient Financial Services
Initial Complaint
Date:03/16/2025
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.
9/23/2024 I had right eye cataract surgery at the *** Health ********************, ** location. Total charges were $9,656.32, after the insurance, balance due was $2,670.44. I received a statement for this amount on 10/25/2024. This amount was paid in full on 11/1/2024 through my husband's Employee ************* account. I never received any other statement or communication from them after this. On 1/20/25 I received a statement for this amount with the message "account now past due, payment due upon receipt". I contacted the financial office at the ********** location and provided them with both copies of my Provider Payment Statement showing that payment was made on 11/1/2024 and also a copy of the electronic check that they received and cleared on 11/6/2024. The electronic check provided them with date and reference number of transaction. I then sent the same information to the main billing/customer service department through my My Chart account. They continue to send me statements for immediate payment and I have been threatened with being turned over to collection. The only response I get back from billing/customer service is that my account has been "escalated" for review with nothing being done. The hospital has refused to call the Employee ************* to verify anything, even though I have provided names and phone numbers. Again, this account was paid in full, they have been given more than enough proof of payment and refuse to resolve this matter in a timely matter.
Business Response
Date: 03/17/2025
This correspondence serves as SSM Healths response to Complaint ID: ********.
The complaint states payment for an outstanding balance was submitted by the members Health Savings Account (HSA) managed by Employee Benefit Health Plan, with proof of payment provided. SSM Health continues to bill the patient and has not contacted the plan directly to resolve the issue.
A posting issue was identified related to patient payments from Employee Benefit Health Plan. Steps have been with Integrated Health Technologies (IHT) to correct the process for posting payment in our billing system.
The balance is on hold until the system issue is corrected. Proof of payment was received, and the account will remain on hold until the payment is posted resolving the account balance.
Thank you for allowing us the opportunity to respond to thus complaint.
SSM Health Patient Business Services
Customer Answer
Date: 03/17/2025
Complaint: 23073255

I have reviewed the business' response and am rejecting it because:
They continue to send me statements saying I'm past due, have not removed this balance from my MyChart statement activity. Not once have they said my accout was on "hold", just that it was "escalated" for review and then never do anything. No personal attempt has been made to call me, or tell me any of this, instead it's been a nightmare dealing with them and this is the THIRD mistake they have made on my account in 2024. I want this cleared up immediately before damage is done to my credit and a WRITTEN apology.

Sincerely,

**** Lynn ***********
Business Response
Date: 03/18/2025
As of 3/17/2025 a payment of $2670.44 posted to the account resolving the outstanding balance. This account was never in a bad debt/collection status. Separate correspondence will be sent to the consumer with the outcome of the review.
SSM Health Patient Financial Services
Customer Answer
Date: 03/21/2025
Complaint: 23073255

I have reviewed the business' response and am rejecting it because:
I will continue to reject this until I receive a written apology from this company stating that this error was 100% their fault and expressing remorse for causing undo stress and aniexty over this matter and the time I had to waste trying to straighten this out. Their last statement at the end of February clearing states how my accout is past due and due immediately. I find it quite "funny" that after almost 3 months of trying to straighten this out that my money was miraculously "found" less than 36 hours after filing a complaint with you. If necessary I can provide copies of my statements and copies of their poor communication over these last few months of useless message response of how they "escalated" my account for review and did nothing. Again I want a letter of apology stating this account has a zero balance and matter closed for my records, for when they try this stunt again in 6 months, I have no trust for this company at all.

Sincerely,

**** Lynn ***********
Initial Complaint
Date:02/27/2025
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.
Annual Wellness visit was scheduled and took place on 10/3/24. Wellness visit went as expected and lasted less then 30 minutes. SSM than billed my insurance for a wellness visit AND an office visit. The wellness visit was covered by my insurance as expected bur I was also charged over $530 for the office visit that did not happen or was never mentioned or referred to during the visit. I've asked SSM multiple times to remove the charge as being erroneous or provide me what portions of my visit were not part of the *** covered wellness requirements. All I've gotten in response is, " we reviewed and it's coded correctly", which is unacceptable. I brought no new issues or problems to this physician that I've seen previously and I answered the questions that she asked. At no time did we venture into anything that I would have made an office visit appointment separately. I've talked to multiple SSM people and no one has been able to clarify the situation or remove this mistaken charge. I'd like this charge adjusted and more clarity provided on why I was charged and how I and others can prevent this from happening in the future. Thank you.
Business Response
Date: 02/28/2025
This correspondence serves as SSM Healths response to Complaint # ********.

The compliant states a wellness visit was completed, but SSM Health billed for an additional office visit which resulted in a balance in excess of $530.00. The consumer is requesting SSM Health remove the charge as being erroneous or provide an explanation of what part of the visit were not part of the *** covered wellness requirements.

Billed charges are assessed based on documentation in the medical record, in accordance with CMS guidelines for billing and coding. The After Visit Summary for this visit lists seven concerns that were discussed that fall outside of scope for wellness. These discussions are documented in the medical record. The billed charges are correct for the service provided. A letter will be sent to the consumer to explain in detail the information in his medical record. A onetime courtesy adjustment will be granted for the outstanding balance. In the future, and balance incurred for discussions outside the scope of wellness will be billed to the consumer and will remain his responsibility.

Thank you for allowing us the opportunity to respond to this complaint.

***** *. SSM Health Patient Financial Services
Customer Answer
Date: 03/01/2025
Better Business Bureau:

I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution.

Sincerely,

*** *********
Initial Complaint
Date:02/08/2025
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 had some preventative care services done in the summer of 2024. The first visit was covered by my insurance, the second visit that was requested by the doctor was not covered by the insurance. Due to being ********** I have submitted a financial assistance application three times over the course of 3 months with numerous follow up attempts. I received either no response or saying we dont have your application. Now the bills were sent to collections. I have even called the billing department to try to negotiate the price and they refused. They also said that they will not be sending the bills to collections until the financial assistance is resolved. Now my question to ***. Why do you advertise the financial assistance for ********** people if you on purpose ignore all the emails sent to you?? Why is there NOT a phone number to call to check on the status of the financial assistance application. This is just wrong. First you take an advantage of someone who doesnt speak English and send them for some follow up appointments that are not covered by insurance then you completely ignore the person asking for financial assistance, then you send the bills into collections ruining this persons credit. This is unacceptable and unethical. At this point I will borrow the money and pay the bills since I think this whole financial assistance deal is a scam.
Business Response
Date: 02/11/2025
This correspondence serves as SSM Health's response to Complaint # ********.
The supervisor of SSM Health ******************************* is having the daughter contacted directly (on behalf of her mother, who is the patient) to assist with the application process. If the application cannot be completed and emailed, a verbal application will be completed and submitted for consideration.
Thank you bring this to our attention so we may address the patients concerns.
***** - SSM Health ***************** Services
Initial Complaint
Date:02/03/2025
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 was scheduled to have a knee ***lacement in October 2024, by Dr ********* I had a sore on my foot. My doctor cleared me to have the surgery on October 1st, at my pre op appointment. The next day I had a preop with Dr ********* He refused to do the surgery with the sore on my foot. Dr ******** referred me to a wound specialist in ************ I requested an estimate, they sent me 2 estimates though my chart. One was for $247.90 and one for $208.43. I was told verbally $288 and $167. I was okay with these amounts. I was never made aware of $3561 of a facility charge. This was done as an out patient debridement, done in a regular exam room. After receiving the first *** I paid the bill in full. The next week I receive a SURPRISE bill for $3561. I assumed it was miscoded and submitted to my insurance in error. At one point I was told verbally it was a double billing and a *** also said my account was paid in full. The fraudulent claim was removed from my account, only to reappear a week later. I asked it be removed. I was then told it was a facility fee, I had no prior knowledge of, nor did I agree to. If I would had known, I would have went to my foot doctor. I ended up going to my foot doctor on November 27, 2024. Dr ********* resolved my problem in one visit. I promptly paid him, as soon as I received my bill. Dr ******** found a bacteria in my wound, I probably contracted at the clinic, that was preventing the healing of the ulcer on my foot. He prescribed an antibiotic and steroid ointment. The ulcer healed over in about a week. I am suspending my knee ***lacement till the wound is completely gone. I dont want to jeopardize the success of my surgery. This has been very frustrating. I will do my best to send you pictures of the estimated out of pocket costs I was sent via my chart. I still believe I was double charged or the bill was resubmitted incorrectly, after I had already paid it in full. Either way, it was a SURPRISE bill and I believe it to be illegal.
Business Response
Date: 02/21/2025
This correspondence serves as SSM Health's response to Complaint # ********.
A onetime adjustment is posted to the balance on this account. Separate correspondence is being sent to the consumer to explain the billing and the reason for the adjustment.
Thank you for allowing us the opportunity to respond to this complaint.
***** SSM Health Financial Services
Initial Complaint
Date:01/21/2025
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.
Well child checks for babies are supposed to be free and covered by insurance. My insurance company agrees. When ever I bring my baby in for the well child checks SSMs billing department adds on a charge for an office visit, saying that something required additional work up by the doctor, and results in me being a charged a copay. They can never tell me what required additional work up, and the doctor has no idea why they charge that either. Whenever I reach out to Ssm they either refuse to talk to me, or tell me to look in the chart..which shows nothing other than a preventative visit. There is another issue I would like you to be aware of, but insurance company is handling it. SSM is sending me bills 9 months after my babys birth for things that were already paid by myself/insurance during the birth. It is my belief that SSM purposely charges extra things, and waits so long to bill so that people wont notice / remember that it should be covered. It is my hope that their shady billing practices will be investigated and put to an end.
Business Response
Date: 01/31/2025
This correspondence serves as SSM Health's response to Complaint # ********.
A letter will be sent to the consumer that addresses her concerns regarding well child visits and statements received nine months after service was received. A detailed billing review will be included.
Thank you for allowing us the opportunity to respond to this complaint.
***** SSM Health ***************** Services
Customer Answer
Date: 02/02/2025
In the response, SSM said the 259 dollar charge was billed incorrectly and removed it from my account. They stated it was billed incorrectly because the baby wasnt on my insurance yet (these are charges from his birth). This is fine, however there is a 200 dollar charge, that I already paid that I believe the same error occurred and it should have been covered. It says not covered which is also what the other one said. However they sent me the bill for that one right away and it was paid whereas the other bill wasnt sent until 9 months later. I believe I am owed a refund of $200.
Additionally, I am satisfied with the one time credit to offset the co pay charge for the well child check, however SSM does state that a physical exam is included in a well child check and that is what they charged me a copay for, stating that it was outside the scope of a well child check. If a physical examination of the testicles is not included in the physical exam portion of a well child check then I would like answers as to why that was done in the first place.
Customer Answer
Date: 02/04/2025
Better Business Bureau:

I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution.

Sincerely,

***** ******
Initial Complaint
Date:01/12/2025
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.
SSM billing is a nightmare! I have tried again and again to talk with them they will not listen or respond! I was approved for 50% off medical bills they REFUSE to give me the 50% off! I have asked repeatedly for them to do this to no avail! The way I have been treated (billwise) by SSM billing has been RIDICULOUS and they need to stop doing this to people!!!!!!!!!!!!!
Business Response
Date: 01/13/2025
This correspondence serves as SSM Healths response to Complaint # ********.
A letter will be sent to Mrs. ****** directly to advise of the financial assistance award and how it was applied to her account balances.
Thank you for bringing this to our attention se we can address the complaint.
***** SSM Health ***************** Services

Customer Answer
Date: 01/17/2025
Complaint: 22800480

I have reviewed the business' response and am rejecting it because:
I have asked repeatedly for months for them to CORRECTLY ADJUST MY BILLS they have REFUSED to do it and even turned the wrong amount into collections! THIS IS RIDICULOUS!

Sincerely,

**** Sample
Business Response
Date: 01/17/2025
This correspondence serves as *** Health's second and final response to Complaint # ********.
A letter with an explanation of the Financial Assistance award was mailed to the consumer on 1/15/2024. The letter advises the award for 50% financial assistance is for all balances that exceed $2000. The guarantor is responsible for $2000 on each hospital account or professional visit. Any balance over and above $2000 on each hospital account or professional visit will be reduced by 50%. The balances are correct for the service provided and the financial assistance adjustments are correct according to the *** Health Financial Assistance Policy.
***** *** Health Patient Financial Services

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

SSM Health St. Louis is NOT a BBB Accredited Business.