Complaints

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

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• 

  SSM Health St. Louis

  1015 Corporate Square Saint Louis, MO 63132

• 

  SSM Health St. Louis

  6420 Clayton Rd Saint Louis, MO 63117-1811

• 

  SSM Health Pharmacy

  145 N. Main Street Fond du Lac, WI 54935

• 

  SSM Health Pharmacy

  730 North Margaret Street Markesan, WI 53946

• 

  SSM Health Ripon Wellness Center

  845 Parkside St. Ripon, WI 54971

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:08/09/2023

  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.

  On 1/31/23 I had a heart attack and was treated by SSM Health cardiologists. I then did a follow up approximately 2 weeks later at the office of the cardiologist. Both places I provided my billing information and informed them that they needed to bill the VA for my medical services. About three months ago I got a bill from SSM Health for $286.17. I called them and told them that they did not bill the VA. They assured me they would. A month later I got a second bill. I called them again and this time they told me they did not know how to bill the VA. I called the VA got all the information that was needed and provided that to the SSM Physician Billing service. A month later I got a third bill. The week of 8/1 I called their office and was told that they had in fact billed the VA and was waiting on the VA to make payment. That same week on Friday 8/4 I received a bill from a collection agency saying that SSM had turned my bill over to them. I contacted SSM Physician Billing and they have not been able to help me. But because they could not do their job, they are now affecting my credit rating by turning me over to a collection agency. I have never not paid a bill, but this is NOT my bill to pay. If they bill the correct agency and allow them time to pay, they will be paid. They have been nothing but incompetent during this entire process. Each of the 4 or 5 times I have contacted them, I have had to spend a hour or more of my time to try to resolve this issue. Nothing has worked.

  Business Response

  Date: 09/09/2023

  This correspondence serves as SSM Health’s response to
  Complaint # ******** dated 8/9/23.

  
  SSM Health did secure authorization from the VA for an Inpatient
  admission at St. Joseph Hospital Lake St. Louis on 1/31/2023. The hospital account
  was billed to and received payment from the VA. The physicians claim for this
  date of service was billed to Tricare in error. The balance of $211.37 was
  recalled from collections on 9/9/2023 and adjusted as a courtesy.
  

  We sincerely apologize for the inconvenience this has caused.
  Thank you for allowing us the opportunity to respond to the complaint.

  
  ***** ** SSM Health Patient Financial Services 

• Initial Complaint

  Date:07/27/2023

  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.

  On January 13, 2023 I had a procedure done at SSM Health Saint Agnes hospital in Fond du Lac when I saw a copy of my insurance bill I realized there was a mistake on it I called my insurance company to be informed that it was coded wrong. I called SSM Health at ###-###-#### only to be told that everything was coded correctly. I called my insurance company back and then they proceeded to call SSM Health at the above number we were on hold for an extended period of time only to have the insurance person hang up on us after the insurance representative tried to explain that everything was coded wrong for the procedure I had done. It is now July 27, 2023 and I have received my bill from SSM Health I called them to see what they would do seen as they did not get the bill to me in a timely matter due to their screwup only to be told that it was my insurance companies issue because it took them so long to get back to them with payment. I had the same procedure done in March and have already received the bill and paid it. SSM Health chose to ignore the problem back in January and when I asked what they were going to do to fix this when I talk to them today on July 27, 2023 they said basically nothing here is your bill pay it. I tried to get it fixed back in January with no results my insurance company try to get it fixed back in January with no results SSM Health does not want to work with me on this it is their mistake yet they take no responsibility for it. all I got was sorry that it happened. they want their bill paid in a timely manner then they should send the bill out in a timely manner and it would’ve been sent out in a timely manner if they would’ve listened to me and my insurance company back in January it’s been six months since I had this procedure done. they did send me a bill to show all the charges that I was being charged for that day showing everything and that everything was coded correctly I’m not a coder so I can’t tell if it was coded correctly or not

  Business Response

  Date: 07/28/2023

  This correspondence services as SSM Health’s response to
  Complaint ID ******** dated 7/27/2023

  
  The consumer states she received hospital services in January
  2023 and her insurance carrier informed her the coding on her claim was incorrect.
  She states she received the first statement in July 2023 due to SSM Health’s
  error and indicates SSM did nothing to fix the problem.

  
  SSM Health expects the carrier to pay according to the contractual
  agreement. When that does not happen, SSM has the right to appeal and pursue
  payment. That is what happen in this instance. The carrier denied two charges. SSM
  submitted a reimbursement request in February 2023, and a first level formal
  appeal in May 2023. In July, the denial was upheld, and the denied amounts were
  adjusted and not billed to the patient.

  
  SSM Health is contractually obligated to bill patients the
  amount assigned as member responsibility by the insurance carrier. The patient
  may review her EOB to verify the balance billed by SSM is reflected on her EOB.

  
  The balance is correct as billed for the services provided. The
  first statement was mailed to the patient six months after the claim was
  billed, which is an acceptable period for billing. The balance on the account
  is correct and remains the patient’s responsibility.
  
  Thank you for allowing us the opportunity to respond to this
  complaint.
  ***** **
  SSM Health Patient Financial Services 

  Customer Answer

  Date: 08/01/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:When I made an attempt to get the bill, that was coded wrong to begin with corrected back in January, my Insurance company and myself were hung up on. Also I had the SAME procedure done in April at the same hospital and I received the bill for that within a month. This bill was coded correctly and there was no problems with billing. When trying to get this bill coded correctly SSM DID NOT want to look into it, they keep pushing it off. My insurance company had to keep sending it back to them to get it corrected, so NO six months is not a reasonable timeframe to get this bill corrected when I had called numerous times.
  
  
  
  
  
  
  
  Sincerely,
  
  
  ***** *****

  Business Response

  Date: 08/03/2023

  This correspondence serves as SSM Health's second response to complaint # ********

  SSM Health stands by the original response. There is and was no coding issue on this claim. The delay issue is related to the contract between SSM and Aetna and the amount expected as reimbursement for the services provided. SSM has the right to pursue payment from the insurance carrier per the contract. Every claim is different and will process in different timeframes. Six months is an acceptable amount of time for a claim to process. The balance on the account is correct per the members benefits and remains the consumers responsibility. 

  Thank you, 

  ***** ** SSM Health Patient Financial Experience

  Customer Answer

  Date: 08/04/2023

  Complaint: ********
  
  
  
  I am rejecting this response because: When I called my insurance company they looked it up and you had coded under behavioral health With a nicotine addiction the insurance person’s name for my insurance company which is Aetna her name was Wanda. The bill that is attached to this one was sent after I had called back after being hung up from the billing department at SSM Health to say that no it was not coded wrong yet it got to my insurance company as coded under behavioral health with a nicotine addiction my insurance company had to send this bill back so it would get coded correctly I don’t know why you keep saying that it was not, my insurance company sent it back to get it corrected. I don’t know why you keep saying that it was not. I have not had a problem paying my bills in the past up until recently my bills have been getting messed up they have been getting coded wrong or you have been sending bills that should not be going to my insurance company  to my insurance company. I don’t understand why you won’t make this right, it was not my mistake it should not have taken six months to get a bill. my insurance company is on top of paying their bills when it is billed correctly. back on 3/17/23 talked to a Cara about this, please look back in your notes about this and you will see that I have called numerous times about this bill. Also talk to a **** and a ******* about this bill. Plus there is the one that did hang up on me and my insurance company never got her name and that was after she told me that there was nothing wrong with the bill and my insurance company looked it up and that is when we found out that it was coded wrong yet after it was sent back To SSM Health it was recoded and re-submit it to my insurance company. If it wasn’t coded wrong then there would’ve been no reason for my insurance company to give it back to SSM Health and then there would’ve been no reason for SSM Health to recode it and resubmit it.
  
  
  
  
  
  Sincerely,
  
  
  
  ***** *****

• Initial Complaint

  Date:07/18/2023

  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 was charged 75.00 for an A1C test. These are covered (I checked with my insurance company) fully by my insurance. The doctor incorrectly coded the A1C preventative test and instead coded it as just a regular test. I have type 2 diabetes so these are prventative tests. When I pointed it out to them, they (the doctor office on **** ***** **) insisted that it was coded correctly. I kept messaging them and they did not change it. Afraid that it was going to go to collections, I paid it. Shortly after, they changed the code to the correct code. However, they have refused to refund my 75.00. I have contacted them several times and they refuse to refund the money. I am seeking a refund and an apology for the inconvenience and misrepresentation of this situation.

  Business Response

  Date: 07/24/2023

  This correspondence serves as SSM Heath’s response to
  Complaint NO ********
  
  The consumer states the physician coded the A1C lab test
  incorrectly resulting in her insurance carrier applying a $75.00 responsibility
  applied as deductible according to her benefits. She paid that amount and is
  now seeking a refund. She also states she was told by SSM Health “corrected the
  mistake and refunded the money back to her deductible” and believes the payment
  submitted to SSM for $75 was refunded to her insurance carrier and not to her.
  SSM Health billed the claim according to the documentation in
  the medical record. The initial claim processed with out denial and applied $75
  which was billed to and paid by the patient. This payment is currently seen
  posted to her account and has not been refunded.
  SSM Health requested a coding review, revised the coding,
  and resubmitted a claim to insurance, which is currently being reviewed for reconsideration
  of payment. If insurance revises the claim and does not apply any patient
  responsibility the patient will receive a refund per SSM Health’s refund
  policy.
  SSM does not refund a patient payment back to an insurance
  carrier. SSM Health is contractually obligated to bill the patient the amount
  assigned as patient responsibility by the insurance carrier.
  Of note, a previous date of service (5/12/2022) for the same
  lab test was billed with the same CPT code, diagnosis code and modifier as the
  disputed date of service and processed with no patient liability. The member
  will need to contact her insurance carrier and ask why two identical claims
  processed differently.
  Currently the claim is under reconsideration with at the
  insurance carrier. SSM Health and the member will need to wait for a determination.
  If the claim is reprocessed leaving no patient responsibility the patient will receive
  a refund of her $75 payment. If the claim is upheld as processed correctly the
  member will not receive a refund.

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

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

• Initial Complaint

  Date:07/13/2023

  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 had a procedure done in January 2023. Gave both primary and secondary insurance info to the lady at the front desk on day of procedure. Later on I get 2 bills in the mail. I can see that only one insurance was billed. Their excuse the first time is that no one gave the billing department secondary info. Give the info a second time and wait for it to be ran through secondary. Get 2 bills after this with the same amount owed. Still not showing ran through secondary. Call again, excuse is that no one ran it and they would take care of it. 3rd bill, still the same. 3rd time reaching out and they still have not billed the correct insurance. Get a final notice in mail, but called and told me to disregard everything, that the secondary STILL was not billed. Today, I get a notice in the mail. SSM turned it over to a debt collector AFTER they assured me it wouldn't be and no new bill received!! So now they are screwing with my credit because they can't bill the company I told them to bill. How is that my fault? Seems their billing department doesn't know what they are doing after reading through some of these other complaints. And their customer service doesn't seem to know much about anything either.. nothing was ever resolved from all the times I have called in asking for help.

  Business Response

  Date: 07/26/2023

  This correspondence serves as SSM Health's response to Complaint # ********

  Account Review completed. The consumer provided the correct secondary insurance information in May 2023. After contacting the carrier to verify benefits SSM was informed the group has since left the plan and it is unknown if the claim will be accepted or paid. 
  
  The liability of $695.15 has been waived as a one time courtesy in this instance. At this point it is unknown if the secondary payer will pay. The account balance is $0.00 and the account is closed. 

  Sincerely, 

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

  Customer Answer

  Date: 07/27/2023

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

  This is true. As of 2-28-23, my secondary insurance switched from Meritain to Cigna. This bill for the $695. Is from a date of service in January of this year. That should be billed to Meritain and they are the ones responsible for covering their part if any. Regardless of me leaving that plan I had in January. Meritain was my secondary coverage at the date of service. no one on SSM's side ever reached out to me to inform me of anything going on with this bill. I always had to reach out and gave the needed info more than once. They just handed it over to a collection agency instead of asking me for help with the matter. I do not accept their response and I would also like confirmation from their end that this account now has a zero balance so it doesn't get turned over again.  
  
  
  
  
  
  
  
  Sincerely,
  
  
  
  ****** ******

  Business Response

  Date: 07/31/2023

  This correspondence serves as SSM Health’s second response
  to Complaint # ********.

  
  SSM does not disagree Meritain Health was the secondary
  carrier at time of service. A call was placed to Meritain Health, and it was
  unclear from that conversation if the carrier would still pay the claim. In the
  interest of service recovery and good patient relations the balance was
  recalled from collections and adjusted to $0.00. This patient has an active My Chart
  with SSM Health and may view her account balance via the My Chart portal. She
  may also contact Customer Service at ###-###-#### to request a copy of a $0
  balance detailed statement.

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

• Initial Complaint

  Date:07/12/2023

  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 had a scheduled 14 week ultrasound on 4/5/23 at St. Mary's. Prior to this ultrasound I was asked if I wanted to have any genetic testing done which I had said I did not want any genetic testing done for this pregnancy. I sent SSM a message in my MyChart letting them know that my insurance did not cover any genetic testing and it was not something that we wanted done and to cancel ALL genetic testing but to keep my 14 week ultrasound that had been scheduled for some time. At the time of my appointment I was not aware that I was having any genetic testing ultrasounds done since I had asked for these to be canceled. When I received my bill from SSM Health I see a code on the bill that is part of genetic testing. I have confirmed with my OBGYN provider that this ultrasound should not have been performed and I should not be charged for something that should have been canceled on SSM side. I have been dealing with my insurance and also SSM since receiving this bill and no one seems to look into this issue and remove the charge from my account. All I am asking is to have a this issue looked into and this charge for one of the testing to be removed. I should not be charged for something that I specifically asked to be cancled and that I did not want done.
  
  Thanks

  Business Response

  Date: 07/21/2023

  This correspondence serves as SSM Health’s response to
  Complaint NO. ********

  
  The consumer states she declined genetic testing prior to
  completing a scheduled Ultrasound. She states a genetic ultrasound was
  completed and is disputing the charge and liability incurred.
  The manager of the clinic reviewed the chart and stated the
  twelve -week ultrasound is recommended for all patient and does not include
  genetic testing. She verified the CPT codes charged and billed are correct for the
  services ordered by the provider. Any questions regarding the ordered services will
  need to be directed to the ordering provider.
  
  Sincerely,
  
  ***** **
  *** ****** ******* ********* ********

  Customer Answer

  Date: 07/21/2023

  Complaint: ********
  
  
  
  I am rejecting this response because: my complaint is not in regards to a twelve week ultrasound. My complaint is for the fourteen week ultrasound that was done at St. Mary's hospital.  I have spoken with the provider and the only thing they schedule is the ultrasound not the genetic testing for Down Syndrome during this fourteen week ultrasound. I have provided proof that the Down Syndrome testing should not have been done per me asking to not have any of that scheduled. You may want to re read my initial complaint. 
  
  
  
  
  
  
  
  Sincerely,
  
  
  
  ****** ******

  Business Response

  Date: 07/26/2023

  The ordering physician confirmed that the 14-week ultrasound
  is recommended and offered to all prenatal patients. It is not ordered to look
  for genetic abnormalities, it is an ultrasound that looks for structural
  abnormalities. It is possible a genetic abnormality will be detected but that’s
  not the purpose of the ultrasound. If the scan indicated a structural
  abnormality, a fetal echo scan (not related to Down syndrome) would be
  recommended. It could be a marker for Down syndrome, but not why the ultrasound
  is performed. Per the ordering provider, no genetic testing was ordered or
  completed on this patient.
  
  Thank you for allowing us to respond to this complaint. 

  ***** ** *atient Financial Services

• Initial Complaint

  Date:07/05/2023

  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.

  Had hip replacement 2/1 received bill from ssm orthopedic doctor of 262 dollars in March paid bill have enclosed the copy of check from bank showing ssm put money in their account. Since then I have recieved 4 bills
  I have called them asking them what happened to money if it was not applied to my account I never get any answers . Shows phone call info on bills. Just received anoither bill. Don't know who else to talk to resolve issue
  They keep repeating same thing they will look into it

  SSM
  ****** ** ***
  ***** ***** *** *****
  ************
  

  Business Response

  Date: 09/27/2023

  This correspondence serves as SSM Health's response to complaint # ********. 

  The missing payments were received and deposited on 3/21/23 posted to the consumers account 7/25/23, thus satisfying this balance. We apologize for the inconvenience this delay in posting has caused our patient. 

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

  ***** *. SSM Health Patient Financial Services 

• Initial Complaint

  Date:06/26/2023

  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.

  On 4/21/23 I had a visit with my ******* Care Physician and SSM keeps trying to bill me as if she is a specialist. I have called and messaged them through My Chart on 6/2/23, 6/14/23, and 6/21/23 and it has not been resolved. They sent me a bill for this date of service before it was even processed with my insurance and my insurance company told me not to pay it. When a second bill was sent I sent them a check in the amount of $30.00, which is what my co-pay is for seeing my primary care physician and included the Explanation of Benefits from my insurance company along with the remittance form. I was told by the insurance company that SSM would have received an Explanation of Payment. I also called and messaged them again through My Chart. Now someone decided to re-submit all the claims again to **** on 6/2/23. In the meantime I had an urgent care visit on 5/27/23 and because they re-submitted all the previous claims it was applied to the wrong bill. I have called again to try and have the payment put where it belongs but I don't know how long that will take to correct their many mistakes.

  SSM Health - Medical Group
  PO Box 955978
  St. Louis *********

  Customer Answer

  Date: 07/05/2023

  I had to call again and finally got to someone who knew what they were doing.  Because they decided to re-submit all of my claims to **** Insurance she could not apply my co-pay to that visit yet but she took the $30.00 payment off of the ** visit in May and it is now there as a credit balance (anyway that is what she tells me). I was told by **** Insurance that if I received by Explanation of Benefits then they would have received their Explanation of Payment and there would have been no reason for them to re-submit the claims.  I can't really see the credit when I look in My Chart but I did take her name and hopefully if I have any further issues I will ask to speak with her.  SSM really needs to improve their billing system, it is too frustrating for patients.  Thank you for your help on this matter.

• Initial Complaint

  Date:06/15/2023

  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.

  On April 6, 2023 I had a Wellness visit with my doctor, Dr. ******** *******. The visit is covered 100% by my insurance. When I was asked by the doctor how I was, I told him by elbow had been hurting and had a small knot on it. He said he didn't know what it was but if it bothered me more he would order an x-ray. I received a bill for my visit stating that because I asked about my elbow it was considered a regular appointment in addition to my wellness visit and was charged a $74.50 copay. I don't believe I should have been charged an appointment fee because no one told me that if I responded other than OK to the doctor I was going to be charged. He provided no extra care to me or provided treatment, he didn't even know what it was. I spoke with SSM and they reviewed the case and sent me a letter stating that this was normal business practice for them. I don't believe that charging patients for services they did not receive or not providing accurate information about what constitutes a Wellness visit is normal business practice either.
  
  I will pay the amount as I don't want my account turned over to collections, but I want a refund for my copay. I will not be returning to SSM.

  Business Response

  Date: 06/26/2023

  This correspondence serves and SSM Health's response to Complaint # ********

  Documentation in the medical record states the patient presented for Routine annual preventive exam.  Additionally, significant evaluation and management of acute / chronic conditions were addressed and managed during this visit. The patient had a complete physical exam and discusses and reviewed 4 acute/chronic conditions during the office visit. The patient may go to any SSM Health facility to request a copy of their medical record. The patient also has an active My Chart account and may review the After Visit Summary (AVS) for this date of service which lists the issues that were addressed at the visit. 

  The billed charges are correct for the services provided and the account balance and patient responsibility remains unchanged. No refund will be issued to the consumer. 

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

  ***** * SSM Health - Patient Financial Services

  Customer Answer

  Date: 07/14/2023

  I did not get any notice stating that SSM had replied to my compliant.  I just checked today to see if there was a response and found that my complaint is closed.  I never had a chance to respond to their comments.  I do have 4 acute diagnosis as she mentioned, but he does not treat me for those, i see other doctors for those diagnosis.  He doesn't prescribe any of my medications or order any blood work.  I don't know how in good faith they can claim that he spent time during our appointment discussing these items other than reading off what diagnosis i have.

• Initial Complaint

  Date:06/13/2023

  Type:Product 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.

  On 3/20/23 ************* (now SSM) contacted me to say that they would no longer honor my payment plan and that I had to choose 1 of 3 options to take care of the balance. I chose to have them send the balance to ************** On April 10 I contacted ************* as I had not received my packet from Commerce. They said the request was sent out late by their office and that I should receive it in about a week. I received the information from ************* several days later. On April 24, I received a billing statement from *************. I contacted ****** by phone and she said that it takes some time for the balance to get transferred to Commerce. 4/26 I spoke with Commerce and confirmed that they had the full balance and that I was to pay them and not *************. I received another statement 5/22 from ************* again showing past due. I messaged them with a copy of my Commerce Statement. 5/26 I received a final notice via **** mail. I contacted billing by phone and spoke with ***** and she said billing couldn't do anything about it and it would have to be escalated to customer service. I have attached proof of my balance with Commerce. I do not owe any payments to *************. I want this resolved immediately and not sent to collections. I have done everything they have asked of me.

  Customer Answer

  Date: 06/14/2023

  ************* Monroe **. I cannot give you the doctor's name as this was a payment plan for several years worth of services. Someone from the billing **** did call me last week to tell me that they were placing my account on hold for now as I provided proof that my balance was now with ************** ************* apparently hasn't sent the balance that they purchased to *************.

  Business Response

  Date: 08/31/2023

  This correspondence serves as SSM Health's response to Complaint # ******** 

  ************** states she set up a line of credit with ************* for the full balance owed to SSM Health ************* and continued to receive billing statements. Per review of her account, a payment was received from ************* and posted to her account on 6/21/23, leaving a $0 balance. 

  SSM Health acknowledges a issue with posting payments from ************* in a timely manner. At no time was the account  in a collection status and there was no negative impact to the patients credit. 
  

  We apologize for the inconvenience this caused our patient. 

  ************** SSM Health ***************** Services

  Customer Answer

  Date: 09/01/2023

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

• Initial Complaint

  Date:06/05/2023

  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 was put into collections without ever receiving a bill. I tried calling to find out what it was for and they would not help me and would only refer me to the collection agency. I'm sending notice to the collection agency that this isn't my debt since SSM Health billing office could not give me any information about a possible bill. They said they mailed multiple bills, I confirmed my address with them at corporate, and it matches the address at the medical clinic that I gave. I've never received any bills and I want them to withdraw my collections and send me an itemized bill to prove that I do owe money.

  Business Response

  Date: 06/08/2023

  SSM Health Care bills patients based upon insurance payments and your contractual agreement with your insurance carrier. Your insurance carrier should have sent you an Explanation of Benefits (EOB) for this date of service that explains your out-of-pocket expenses.  
   
  Patient received statements on the following dates. 
   
  •3-23-23 First statement submitted by My Chart paperless billing. (Epic does not show the statement was viewed in MyChart, but an email was sent to email address on file ) 
  •4-20-23 Second statement submitted by My Chart paperless billing (Epic does not show the statement was viewed in MyChart, but an email was sent to email address on file ) 
  •5-18-23 Third statement submitted by My Chart paperless billing (Epic does not show the statement was viewed by MyChart, but an email was sent to email address on file )
  
  I have disabled the paperless billing option for the patient and mailed a paper statement per patient request. 
  
  We apologize for the inconvenience that this might have caused you. We appreciate the opportunity to address your concern. 
  
  
  Sincerely,