Hospital
SSM Health St. LouisThis 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 ComplaintThe 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:01/07/2025
Type:Billing IssuesStatus: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 had surgery completed at SSM Health Surgery Center in ***************** on September 19, 2023. The provider told me that my surgery was approved by insurance, pre-authorization was obtained and we were good to move forward. Shortly after I received a surprise bill for $65,692.39. I tried to work with my insurance and provider to fix the issues causing my claim to be denied. ***** advised that the provider had not supplied the needed documentation with the claim. The provider promised they were taking care of it. I was then sent to collections. At this point I enlisted the help from a patient advocacy company. They have uncovered more errors made by the provider which are still yet to be resolved. I am worried the provider will give up again and bill me despite Aetna telling me I should not owe anything to the provider due to this being errors made on their part that I had no control over. Please see the attached documents and letter from Resolve Advocates for more information. Please contact my patient advocate ***** ****** at ***************************** or ************ for more information.Business Response
Date: 02/19/2025
This correspondence serves as SSM Health's response to Complaint # ********.
After a comprehensive review of the billing, SSM Health adjusted the disputed outstanding balance. Separate correspondence is being sent directly to the consumer with details and the outcome of the review.
Thank you for allowing us the opportunity to respond to this complaint.
***** - SSM Health Patient Financial SerivcesCustomer Answer
Date: 02/21/2025
Better Business Bureau:
I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution.
Sincerely,
****** *******Initial Complaint
Date:12/30/2024
Type:Service or Repair IssuesStatus: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.
*** Health Account ************. The date of service was 5/20/24 with the *** health Clinic in *********, ** for a physician appointment and lab work- collection of a blood sample. We received a statement dated 11/17/24 indicating that the patient balance was $40.00 for the collection of the blood sample. This statement indicated that both ******** (primary insurance) and APWU-United Healthcare (secondary insurance) did not make a payment on this $40.00 charge. We also received a statement dated 12/17/24 indicating the patient balance was $40.00 for the collection of the blood sample. This statement also indicated that both ******** (primary insurance) and APWU-United Healthcare (secondary insurance) did not make a payment on this $40.00 charge. On 11/27/24 I made a phone call to the *** Health business office regarding this $40.00 charge. The representative, *****, said *** Health would send the ******** estimate of benefit information for this particular charge to United Healthcare so they could make a claim determination for this $40.00 charge. She also said I would get a call back within ***** hours. I did not receive a call back from *** Health. On 12/12/24 I made a follow-up call to the *** Health business office pertaining to this charge of $40.00. I was told they expedited the review of this claim to United Healthcare and was assured I would receive a call back. To date I have not received any call from *** Health. On 12/13/24 I called ******** regarding this claim of $40.00. They denied the claim and told me they do not send claim denial information to the secondary insurance only to the provider *** Health. On 12/13/24 I called **** and was told they never received a claim denial by ******** from the provider so they could make a claim determination for the $40.00 charge from *** Health. They indicated the medical code for this charge was available in their system. This is very poor customer service on the part of the *** ********************** business department.Business Response
Date: 01/15/2025
This correspondence serves as SSM Health's response to Complaint # ********.
The complaint states the consumer received a statement for a service that was billed to and not paid by the primary and secondary insurances. Repeated calls to SSM Health customer service failed to correct the billing. A courtesy adjustment was posted to the account balance to relieve the consumer of the financial responsibility for this denial. A coding review and revision has been requested, and a corrected claim will be filed to the insurance carrier for reimbursement.
Thank you for allowing us the opportunity to respond to this complaint.
***** SSM Health Patient Financial Serivces
Customer Answer
Date: 01/17/2025
Better Business Bureau:
I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution.
Sincerely,
****** ******Initial Complaint
Date:12/30/2024
Type:Sales and Advertising IssuesStatus: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 took my son Phoenix Bonds to SSM Health ******** ******* *********** at ****************** on 12/27/2024. The nurse practitioner and the medical assistant were wonderful, and prompt with services. My issues lie with the billing woman, and I have never had this following issue with other healthcare networks. My husband carries health insurance through the Plumbers and ***************** Local 562 which is a self funded plan. The union does not participate in electronic systems and everything is done via phone calls and mailings. Since I took my son to *********** after hours and the union was closed for the day the billing woman refused to put my insurance on file, and said I would need to be entered into the system as self pay and then ask the union for reimbursement. She then also followed up with I need to call the union to verify the insurance. Who has hundreds or thousands of dollars laying around to **** up for payment, and then ask for reimbursement? I have insurance for a reason, and every single other healthcare network will just call the Plumbers and ***************** on the following business day and then mail me a bill. I understand that people default on medical bills, but dont let one bad egg ruin it for us good people. I have always paid my medical bills for myself and my children. I would like to see this practice changed with your billing, and better understanding of self-funded insurance plans. My concern was my sons health and I did not appreciate the ending of our visit, and the billing situation. Please add our insurance card on file, and mail us a bill. As stated youll need to call the union on the following business day for verification.Business Response
Date: 03/05/2025
The account was set up initially with the incorrect insurance plan. The coverage was updated and a claim sent to Meritain for pricing. Plumbers and Pipefitters sent payment for this claim on 1/30/2025. A claim will be submitted to the secondary carrier. There is no patient responsibility currently due.
Billing has been resolved. Thank you for allowing us the opportunity to respond to this complaint.
SSM Health Patient Financial Services
Initial Complaint
Date:12/09/2024
Type:Billing IssuesStatus: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 paid ****** for service on 5/29 and they only applied 4 payments total ******. They wont apply the ****** after I showed them proof I paid for everything and they cashed all the vouchers. There were 8 total vouchers and only applied 4 of them.Business Response
Date: 12/18/2024
This correspondence serves as SSM Helath's response to Complaint # ********.
Proof of payment provided by the consumer was sent to the appropriate department for research. A hold has been placed on this account balance until resolved. Separate correspondence is being sent to the consumer with details of the investigation and will provide a direct contact at SSM Health going forward.
Thank you for allowing us the opportunity to respond to this complaint.
Kare SSM Health Patient Financial Services
Initial Complaint
Date:11/19/2024
Type:Billing IssuesStatus: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 daughter broke her finger in February 2024. The bill for the clinic has not been billed to both of her insurance providers. We are now in danger of being sent to collections. I will pay the balance after the bill has been sent to BOTH insurance companies.Business Response
Date: 12/23/2024
This correspondence serves as SSM Health's response to Complaint # ********.
The account balance was recalled from collections and the secondary insurance carrier was billed. A second statement will be mailed if there is a balance left after adjudication.
Thank you for allowing us the opportunity to respond to this complaint.
***** SSM Health Patient Financial Services
Initial Complaint
Date:11/05/2024
Type:Customer Service IssuesStatus: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 came to the emergency room for a stroke and my personal belongings were taken from me including cash money and jewelry. Security came and took my belongings and when I got it back my money was missing. I need my money back.Business Response
Date: 11/05/2024
11/5/2024
To the Better Business Bureau:
Thank you for providing SSM Health St. Marys Hospital-St. Louis with the concerns you received regarding our organization. SSM Health takes all customer concerns very seriously. Upon receipt of this notification, we began to review all aspects of the concern and will follow up on any potential opportunities for improvement necessary as part of our complaint and grievance process. We are actively working to resolve the concerns with the customer directly but are unable to share any details with the BBB regarding our review and response due to patient privacy laws.
Sincerely,
***** *.| Opportunity for Improvement Specialist
Phone ************Initial Complaint
Date:10/25/2024
Type:Service or Repair IssuesStatus: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 father (who is now deceased) had his first immunotherapy infusion treatment at SSM Health on 10/27/23. ******** paid their allowed 80 percent, but when it went through his secondary insurance (**********************************), they denied payment. After some digging, we were able to determine that it was a coding error on the part of SSM Health that resulted in the denial, and when I spoke to a **** representative in January of this year, she told me that if the coding was corrected, it would qualify for coverage. I subsequently called SSM Health's billing department and informed them of the error and how it should be corrected. I was told the claim would be sent to the coding department for correction and would be resubmitted. It was indeed resubmitted but again denied by **** because the primary diagnosis code was still wrong. Over the next eight months, as we continued to receive bills, I called and sent MyChart messages numerous times requesting the correction be made. Each time, I was assured the claim would be corrected and resubmitted, but **** had no record of any subsequent resubmissions. What makes this particular debacle particularly perplexing is that during this time, my father had five subsequent infusions, and they were all coded and paid on correctly. The absolute ineptitude of the system to resolve what is actually a very simple issue is astounding. I'm sure the insurance company has a timely filing limit, and given that it has been nearly a year since this DOS, I assume that date has passed. SSM Health is now threatening us with collections, but we are not paying this bill, as it is their repeated errors and incompetence that brought us to where we are today. There is a small balance on the bill for which we are responsible and intend to pay, but we have refrained from paying that for now for fear that it would be allocated toward the portion of the bill for which we are not responsible.Business Response
Date: 11/13/2024
BBB Complaint # ********
SSM Health is in receipt of consumer complaint # ******** This correspondence serves as SSM Healths response to this matter.
November 13, 2024
******** ******
******************************************************
Dear Ms. *******
Guarantor Number: 101002780568 RE: ***** ******
Date of service: October 27, 2023
SSM Health has received your concern regarding the charges at SSM Health- ************************* We apologize for the inconvenience that this might have caused you.We appreciate the opportunity to address your concerns.
A review on your account was completed by our auditing team.
A coding Review has been performed and all code(s) for this date of service have been reviewed and are correct as submitted by physician. Final reports are in medical record. Patient may go to any SSM ********************** facility and obtain a copy of his medical records for his review and personal records.
Billed charges are correct for the services rendered to the patient, coding is correct according to the physician's orders and documentation of procedure and tests. SSM follows CMS (Centers of *************************** who set the billing guidelines for these services.
SSM health is committed to providing exceptional health care services. After an extended review of the circumstances, it has been decided that *** will grant a one-time courtesy adjustment in the amount of $4461.96. Leaving patient liability in the amount of $0.00.
SSM Health offers several options for repayment. Financial assistance is available for those patients who find their hospital bills create a financial hardship. Please contact customer service at **************. Monday-Friday.Customer Answer
Date: 11/15/2024
Better Business Bureau:
I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution.
Sincerely,
******** ******Initial Complaint
Date:10/21/2024
Type:Customer Service IssuesStatus: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 had a colonoscopy with **** *** Wisconsin on April 10th, 2024. I was told it was a screening colonoscopy but I was billed for a diagnostic colonoscopy. I called to ask for clarification and was told it was mis coded and I should call the *** **** GI billing and coding department to have it corrected. I called and was told I would get a callback but never did. I called multiple more times and no callback. I reached out through mychart and was sent a message that I should pay while it was looked into. I paid it and shortly afterwards got another message that it was closed from *** side and there would be no change in the mis coding. I have tried to follow up with the patient financial experience team at ***, the ************** and customer service but I can't even get a callback. I attempted to contact them started in July 2024, then August, and now October. I have since followed up with other colleagues who had the same procedure with the same results on the same insurance and it was properly coded as a screening colonoscopy. I looked into the actual rules for coding diagnostic vs. screening and clearly this was screening. I have still not received a call from the **** *** GI department to have this properly coded. The difference in copay for me is $2,459.91.Customer Answer
Date: 11/12/2024
My complaint has not been resolved. Thank you for reaching out to the business.Initial Complaint
Date:10/15/2024
Type:Billing IssuesStatus: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 C-Section at SSM Health *************************** on 04/15/24-04/16/24. My OB/GYN office billed the physician charge to my insurance and had no problems with reimbursement. The facility for some reason stated they didnt have my insurance on file. I called on 7/24/2024, 09/09/2024, 09/30/2024, and today 10/15/2024. On my initial call, I was told they didnt have my insurance on file, again, this was a scheduled surgery and a prior authorization was requested from my OB/GYN, so, I know I provided the correct insurance, however I was told due to timely filing they could not submit the bill to my correct insurance and it was my responsibility. On 09/30/2024 I escalated to a supervisor who acknowledged the authorization and stated they billed BCBS IL as thats what was provided when I was at the hospital, this is incorrect. I havent had this insurance for quite sometime and I have *************. Again, my OB/GYN had the correct insurance and didnt have an issue. The supervisor at this time stated she would escalate this but due to timely filing USUALLY being 90 days from the date of service, it might be my responsibility. I also have ***************** of Illinois as secondary. The *** said usually and did not state the timely filing had been verified. On 10/08/2024 I received a call from *** asking for the payor ID of my insurance but nothing else came of this. Today I called and was advised by Canille the insurance said there is an error with eligibility as my last names dont match and they were told this on 10/08/2024 under call reference number *********. The *** again told me its my responsibility to know this error and it was my responsibility to check status of my bills. I have provided this information numerous times. *** refused to transfer me to a supervisor. Theyre balance billing me and making me spend hours on the phone arguing with me and telling me Im supposed to submit my bills. Its in collections and theyre calling my job. $24632.30Business Response
Date: 11/14/2024
This correspondence serves as SSM Health's response to complaint ID: ********.
The complaint states SSM Health failed to bill a claim to the ***** Repeated requests failed to correct the billing, resulting in the total charge being sent to collections.
The billing has been corrected and a claim submitted to the correct insurance. The account is recalled from collections with no adverse effect the patient credit.
Thank you for allowing us the opportunity to respond to this complaint.
***** - SSM Health Patient Financial Services
Initial Complaint
Date:10/15/2024
Type:Billing IssuesStatus: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.
10/15/24 My Appointment date was 8/30/2024 the correct amount Due was $267.00 based per my ***. SSM overcharged me by ******. *** sent me a bill stating the Balance was ****** but I paid the Amount I owed $267.00 on 10/7/2024 but I still have a balance of $******. They said they have Escalated this mater but still have not heard back. Please note this is the 2nd time previous complaint # ******** now back again for the same thing. I sent the *** on 9/24/24 & 10/7/24 to SSM Health on 10/8/24 SSM stated that my account in still under review & to please allow additional time to Review Account. As of 10/15/2024 I should have a ZERO Balance but I still have a Balance of $******. Thanks ******* ******* Email: ************************* Ph: **************Business Response
Date: 10/21/2024
This correspondence serves as SSM Health's response to Complaint # ********.
The balance of $213.60 is adjusted to $0.00. An incorrect contractual adjustment was posted to the account creating a balance owed. The error has been corrected and the balance resolved. The consumer will no longer receive billing statements for this account balance.
On behalf of SSM Health, we apologize for the inconvenience this has caused. Thank you for allowing us the opportunity to respond.
***** - SSM Health Patient Financial Services
SSM Health St. Louis is NOT a BBB Accredited Business.
To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.
Why choose a BBB Accredited Business?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.