Business Profile

Hospital

SSM Health St. Louis

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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.

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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:10/04/2024
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.
On October 5th, 2023, I received medical services from an SSM health provider. I made my co-pay at the time. My then insurance provider confirmed that I did not owe anything beyond that. SSM health sent me a bill claiming they had not been paid for the service by the insurance company. Over a years time, I made several phone calls to SSM Health and the insurance provider. The insurance provider (United Health Care) has provided proof to me and to SSM Health that they not only paid what was owed but that my contribution was only the co-pay. SSM health refuses to complete a conversation with me about this issue and they have neglected to adjust my account to show the insurance company paid the bill. Additionally, SSM Health has turned over my account to collections, resulting in numerous disruptive calls. SSM Health representatives will often hang up on me, put me on hold until the line disconnects or transfer me to an automated system that leads nowhere. When the insurances claims specialist asked for confirmation that they received proof of payment, SSM Health phone **** refuse to answer the question. They have been told it takes ***** days to update the system. I do not accept this anymore because I've been dealing with this issue for exactly a year now. I will provide the documents necessary upon request, as I am waiting for the insurance company to send them to me. I am also happy to share my SSM Health account number.
Business Response
Date: 11/22/2024
This correspondence serves as SSM Health's response to Complaint # ********.
SSM Health received payment from the insurance carrier. The payment posting was delayed causing the patient to be billed for this service in error. The balance for this visit is now $0.00.
***** P SSM Health Patient Financial Services
Customer Answer
Date: 11/22/2024
Complaint: 22380979

I have reviewed the business' response and am rejecting it because:

It did not include proof of correction made to the collections agency and credit report. It also did not include correspondence to me from SSM Health. I imagine they don't want to call me, as I've had to be firm and unrelenting toward their representatives over the last year. However I've been lied to by this agency more than once. I've been told the issue is resolved over the phone only to recieve another bill a month later. I need documentation that the debt collector has been notified, cleared the debt, and my credit is unharmed.

Thank you

******* ****
Business Response
Date: 11/27/2024
This correspondence serves as SSM Health's second and final response to complaint ID ********.
The VP of Operations for the for the collection agency provided this response. SSM Health does not allow credit reporting on its accounts. Any balance under $500 is prohibited by law from being reported.
SSM Health takes all complaints seriously. The consumer chose the BBB platform for resolution of her billing complaint. SSM Health has complied, reviewed, resolved and responded to the consumer using the BBB platform.
Thank you for allowing us the opportunity to respond.
***** SSM Health ***************** Services
Initial Complaint
Date:09/23/2024
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 series of 4 fraxel treatments done. In my 4th one I was burned (immediately developed a large blister). I have researched and sought second opinions of other people in the field and this should not have happened. Additionally they did not see me back in the office until 2 weeks. I should have had burn treatment going during that time. Now I have an unsightly and embarrassing scar. I have had to pay a lot of money to try to improve the appearance of the scar, but ultimately I will always be left with a scar. I would at the very least like a refund.
Business Response
Date: 12/03/2024
Thank you for providing SSM Health SLUCare *************** 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
Initial Complaint
Date:09/13/2024
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 August 6th, my doctor sent me to the *** lab located at ****************************** for blood and urine tests. The young lady at the window took my drivers license & insurance card, she later gave them back. I gave a ************* sample and left. They made a an error with the urine test and I had to go to the ************ located at ***************** on August 8th and do it all over. I gave them my ************** card, the lady took it in the back and returned with my documents and not a word about being out of network. I gave a sample and left. i was sent a bill for $1,054.80 for August the 6th. I called **** and learned they never sent in a claim, so I called '**** *.' at the lab billing, ************ and he said lets send it to **** and never told me that they didn't accept this insurance. Today 9/4/2024, I made a payment to the ****************** Counselor: ***** *.) in the amount of $1,054.80. On August 28th I paid $95.40 to retake the urine test on August 8th. When I spoke with **** of Ok. they told me it was the responsibility of the provider to let me know whether they accepted my insuarnce. I could have went to another lab that accepted my insurance. Now I am out $1,150.
Business Response
Date: 09/23/2024
This correspondence serves as SSM Healths response to Complaint # ********, dated September 13, 2024.
The complaint states SSM Health did not advise the consumer his insurance plan was not in network with the provider. He states **** advised it is the providers responsibility to know if they accept the insurance presented at time of service.
The supervisor for insurance follow-up reviewed the billing for accuracy. It was determined *** filed the claim to the incorrect insurance policy, resulting in a denial. The correct plan paid both claims per the patients in network benefits which resulted in overpayments by the patient. Correspondence will be sent to the patient with detailed information regarding this review and the refund.
Thank you for allowing us the opportunity to respond to this complaint.
*****
SSM Health ***************** Services
Customer Answer
Date: 09/24/2024
Complaint: 22237417

I have reviewed the business' response and am rejecting it because: the insurance that paid the claim is the wrong insurance. The correct insurance was the one that was denied. **** are going to want their money back. This was a terrible mistake on **** and they will be retracting the payment from ***. We are going to be right back where we started so lets see what happens.
To the BBB, please dont close this yet, it just got even more complicated

Sincerely,

******* *****
Business Response
Date: 09/27/2024
This correspondence serves as SSM Health's second response to Complaint No. 22237417.
Anthem BCBS submitted payment for two dates of service. We are billing the patient according to the Explanation of Benefits from the insurance carrier. Currently the accounts have a $0 patient balance and are considered resolved. If the insurance carrier recoups payment at a later date the issue can be revisited.
It is the policy holders' responsibility to know their plan details. The back of the card states the following: Caution: Confirm your provider is in your plan's network.
Thank you for allowing us the opportunity to respond.

***** P SSM Health ***************** Serivces

Customer Answer
Date: 09/30/2024
Previously I included a a receipt for the payment of $95.40, to have Saint ******* redo a urine test on 8/8/24, that they didn't do right the first time on 8/6/24. On 9/28/24, they refunded $74.42, to my Credit card. Today I got a text message with a bill for $95.40 again as well as a letter in the mail that they refunded money to my account. This has been a disaster from the beginning and there is no way to communicate with them. All of this could have been avoided if they would have told me they didn't accept my insurance. They took the card to their desk and had the card for a while. If they would have told me they didn't accept my insurance. I would have gladly went to ***. The only reason I used them is because my *********************** sent me to them. The hospital is placing all of the blame on me, yet I feel like they share part of the responsibility. This day should be on them anyway because they should have done it right the first time on 8/6/24
******* *****
Customer Answer
Date: 10/01/2024
Complaint: 22237417

I have reviewed the business' response and am rejecting it because:even though it does state that on the back of the card, it does not excuse the provider from doing their due diligence. The provider took the card on both occasions and had the card in their possession for a good amount of time. **** told me it is the responsibility of the provider to check the coverage. If coverage is of no concern to them, why did they even take the card? Also, my doctor ****** ******, **, who works for Saint ******* sent me here to get the tests done. All they had to do was tell me that they don't take this type of insurance and I would have went to ***.

Sincerely,

******* *****
Customer Answer
Date: 10/01/2024
To recap the payment transactions, I paid $1,054.80 & $95.40.
They refunded $74.42 to my credit card and now I see that they are refunding $951.21
BCBS is going to retract the payment that they paid Saint *******. They messed up and never cancelled the old insurance so the new insurance never went into effect.
BBB, please keep this open. Everyone including **** has had a part in this being messed up
Customer Answer
Date: 10/02/2024
In a previous response from Saint *******, ***** stated that my account balance was Zero and they considered the issue resolved. Does this mean that they will no longer send me any further bills for this? If this is the case and I can put this behind me, I would happily agree to this.
******* *****
Initial Complaint
Date:09/11/2024
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.
Ive called *** health for days now, having a simple question about my bill.. I was ON HOLD for over an hour the first time I called (while at work) for over 90 minutes.. The next day, a little longer. Then the 3 rd day, The receptionist says ok, Ill send you over. Today I waited 3 (THREE HOURS AND 5 (FIVE) minutes on hold, within this time, no one responded. AT 5:30pm I gave up. THIS IS NOT OKAY. I have a simple question about a bill
Business Response
Date: 09/12/2024
This correspondence serves as SSM Health's response to Complaint # ********.
The phone number provided by the consumer is direct to the hospital and is not the correct number for billing. Customer service maybe contacted at ************. Monday through Friday from 8am to 5pm CST.
***** P SSM Health ***************** Services
Customer Answer
Date: 09/12/2024
Complaint: 22274245

I have reviewed the business' response and am rejecting it because:

If that is the case, that Ive been on hold w the wrong people for 5 hours this week, 3 different days, why do your receptionists keep saying theyll transfer me to a billing department that doesnt exist? Please retrain your employers for this isnt acceptable to any patient. I have a simple question about charges I received. I called the number listed above and was again on hold for 30 minutes and had to hang up because I was at work. Please address this.

Sincerely,

********* ********
Business Response
Date: 09/25/2024
This has been addressed with the correct department. For billing questions, **************** may be contacted at ************. Monday through Friday from 8am to 5pm CST.

SSM Health
Initial Complaint
Date:09/10/2024
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.
Please see attached PDF
I received a bill from SSM Health dated 04/24/24 for service date of 04/10/2024 acct.# 101000940288 for $190.00 The bill noted on 04/19/2024 there was 0.00 from my insurance Anthem. I checked the EOB in my Anthem account and it showed Anthem is waiting on more information they requested from SSM Health. On 05/01/2024 I contacted SSM Health Physician Billing Customer Service 888-918-3540 and asked if they had provided Anthem with the requested information. I was told they would look into it and it would be 30 to 45 days and to ignore any new statements before then. I received more statements dated: 05/22/2024 06/19/2024 past due 07/22/2024 past due 08/19/2024 final notice may be placed with collection agency I contacted SSM billing on 06/25/2024 and was told the same thing as on 05/01/2024 I contacted SSM billing on 08/09/2024 and was told the same thing again. I told them I found out Anthem was waiting for SSM to bill Medicare. SSM already has my Medicare information. I had SSM check the notes in my file and was told there were no notes on any of this. I was told it would be submitted to my Medicare. As of 09/010/2024, there has not been a claim submitted to my Medicare. SSM Health billing dept. did the same thing to me last year. Service date 06/13/2023-06/19/2023 acct# 89231642341 $1600.00 First bill received dated 08/25/2023 past due I called SSM billing 888-918-3512 on 09/13/2024 and was told it had not been submitted to Anthem. I was told they would submit and it would take 30 to 45 days and ignore anything before then. I received more statements dated: 09/24/2023 past due 10/24/2023 past due may go to collections 11/23/2023 past due may go to collections I called SSM billing on 11/07/2023 and was told it had not been submitted but that it would be. Wait 30-45 days and ignore anything before then. I received a letter from debt collector Arstrat dated 12/06/2023 attempting to collect this debt. Anthem received the claim from SSM for this on 12/18/2023. SSM billing sent this to collections before submitting to my insurance. Based on this history, it looks like I am due for another letter from a collection agency. From SSM Health billing department: I don't want an apology. I don't want excuses. I do want to know why this is happening. I do want to know what is being done to stop this. I do want SSM Health billing dept. to send a letter to each of the 3 credit bureaus stating that if this has caused any damage to my credit that it was solely the fault of SSM Health billing dept. and to fix any harm it has caused. At this time, if I were to need medical attention, I would be very reluctant to use the excellent service providers and facilities at SSM Health. George E Kranz Jr
Business Response
Date: 09/25/2024
This correspondence serves as SSM Health’s response to
Complaint No. 22268387.
The complaint states SSM Health Medical Group billed a claim
for services in the incorrect filing order, which resulted in an insurance
denial and placement with an outside collection agency. Multiple calls to the
billing department failed to correct the billing.
SSM Health submitted a claim to the primary insurance
carrier on 9/12/24. This office will continue to monitor the claim for
completion. SSM Health does not report medical debt to the three credit bureaus.
We apologize for the inconvenience this has caused and hope
to provide exceptional service in the future
Thank you for allowing us the opportunity to respond to this
complaint.
Karen P. SSM Health Patient Financial Services
Initial Complaint
Date:08/23/2024
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.
On 1/25/2024 I visited ******************************** at SSM with symptoms of sore throat and acid reflux that had persisted for 4+ weeks. I saw ***************** for less than 3 minutes in which time he ignored my request to not be prescribed a Proton Pump Inhibitor medication due to adverse affects I had previously. I called the office 3 days later after I had the adverse affects again, and was told I would need to come into to see him again as there's nothing the nurse could do over the phone. I declined based on the poor service I received initially. Fast forward a month to when I get the bill and noticed that I was billed for **************** visit, long (Est. ***** minutes)" despite being seen for less than 3 minutes and my wishes being ignored. I've made several calls to their billing department to get the bill corrected over the last 6 months, and have been told several things including: -It's not possible to bill under a different code as 30 minutes is the shortest this office will bill. According to my insurance there are shorter codes available.-disputes and coding reviews were entered on my behalf and to wait ***** days for a response. the time comes and goes on those without a response, so I follow up and am told that there's not been a dispute or coding review conducted -I've had multiple calls where I was told to wait for a callback from a supervisor and never received one.-This long process of them not following through on requests, and me waiting the timeframe given by SSM for a response that doesn't come has dragged this out so long that they sent me to collections. I finally spoke to a supervisor on a call in July who told me they'd submit a request to get it out of collections since its still in dispute. Unfortunately, that's another item that wasn't followed up on So here we are 6 months later, and I'm no closer to getting this billing issue resolved. Their process has me talking to a different person each time, so I see no progress or ownership at SSM
Business Response
Date: 08/26/2024
This correspondence serves as SSM Health's response to Complaint # ********.
The complaint states the patient was billed for an office visit level he feels is incorrect based on the amount of time spent with the provide face to face. He states repeated calls to SSM Health billing office failed to resolve his concerns.
Coding is the conversion of health care diagnoses for services, procedures and equipment into universal codes for billing to insurance. SSM Health follows CMS (Centers for *************************** who set the billing guidelines for these services. Coding is taken from the documentation in the medical record and can be based on time spent face to face, or medical decision making. The coding is correct according to the documentation in the medical record.
A onetime courtesy adjustment was posted to the patients account alleviating him of the patient liability associated with the office visit. A separate correspondence with finding will be sent to the patient.
Thank you for allowing us the opportunity to respond to this complaint.
***** - SSM Health Patient Financial Services
Initial Complaint
Date:08/20/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am writing in regards to an invoice/statement dated 07/30/2024 regarding the above referenced account number (copy attached). I have called SSM several times over the last five months trying to resolve this problem but have been given the run around since I first received an invoice for services rendered on March 18, 2024 at the ******, ******** facility, with an address of ************************************************************************************************************************ doctor&#**;s office (in ****************, ********) wanted me to have an echocardiogram done but when I refused to have it done because the cost was too high, I was given the number to the ****** location and told that they would do it for a lesser amount than what my doctor&#**;s office would charge. I called and spoke to the person answering the phone and she assured me that the procedure would cost me $218 if self paid so I agreed to have it done at the ****** location on March 18, 2024. When I arrived on March 18th, I checked in, explained the reason I was there and paid the prepayment amount of $218 and had the procedure done, with the understanding that the $218 was the full amount I&#**;d be charged for the procedure.When I received an invoice from SSM, I saw a charge of $1,089.00 for the procedure on March 18th. I called the SSM&#**;s billing office (and have been continually calling), trying to get SSM to honor the payment that I made of $218 and to write the remaining balance of $871 off because it&#**;s not fair to me to be overcharged when I was told that I would only have to pay $218. I was just recently told (August 15th) that the $218 that I paid was coded as a "copayment" and not a "prepayment" which would make the system charge me $1,089.I am now asking SSM to recode or do whatever they need to do to make my account have a 0 balance for this test.When calling the ****** location to try to get this issue resolved, the ladies have a disgust sound to their voices but they should know that they are no more disgusted than I am. I am so tired of dealing with these doctor bills and people acting like it&#**;s no big deal that I don&#**;t know what to do. I do not have over $1,000 to pay to anybody or pay for anything, no test, no procedure - nothing. The legit bills are bad enough but I don&#**;t need to be charged more than stated - plus the ****** location is an hour plus away from my home so I had to take off work and drive way South to get there. This has not been a pleasant experience for me and I would like to be over it. Medical bills are outrageous, especially for senior citizens and to overcharge us is just outrageous. I have been promised to get calls back that I never get - promises that if I call back in 20 to 30 days that the bill would be adjusted and that hasn&#**;t happened. I am only asking for what was promised and what is fair.Please apply the $218 payment to this procedure and write the remaining $871 off immediately.
Business Response
Date: 09/13/2024
In regards to the letter we received about complaint ID ********, there are some very ***** inaccuracies. This complaint is tied to Dr. ********* name, but the customer is not a patient of Dr. **************** ***** does see an Endocrinologist at our office, ********************************** Still, Dr. ********** has no ties to a location on *****************, a St. ****** office, or an echocardiogram. This complaint has been wrongfully made to our office and Dr. ************** The patient's complaint seems to be about her cardiology office, not her endocrinology office. Please update your records to reflect the current information. If you need further clarification, you can reach me by phone or email.
Business Response
Date: 09/25/2024
This correspondence serves as SSM Healths response to Complaint No. 22171002.

An adjustment of $871.00 was posted to the account as requested,reducing the patient responsibility to $218.00, which is the amount originally estimated. Mrs. ******** spoke with the Business Manager at SSM Heart and Vascular on 9/6/24 who explained the adjustment and apologized on behalf of SSM Health for her inconvenience.
***** P SSM Health ***************** Services
Initial Complaint
Date:08/16/2024
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 Healthcare Billing continues to bill me ****** for a **** skin surgery to remove cancerous cells. I have a primary insurance with ******. I am covered under my husbands insurance with Anthem. I wrote primary on the Allied card. This is the 2 time in 3 years that they have incorrectly billed the insurance. Both times I had to make numerous calls and messages to SSM billing plus **************** to get these matters corrected. SSM is never helpful in resolving the issue they caused. Today I call Anthem for the 3rd time and was able to email the *** from Allied showing they had paid/ reduced as the primary. I feel this should have been taking care of by SSM billing. But they were telling me Anthem denied the claim and they didnt know why. I told them they had billed Anthem first instead of Allied. It was showing the dates each insurance company was sent the claim. It plainly showed Anthem 3/2024 and Allied as 6/2024. Due to me sending Anthem the needed information I hope this billing issue is now resolved. But Im concerned about how many other customers pay bills due to the billing department not doing their job. How many elderly people pay bills that should not have been charged. I feel this should be considered as fraudulent billing.
Business Response
Date: 10/01/2024
This correspondence serves as SSM Healths response to Complaint # ********.
This complaint states SSM Health filed a claim to the consumers insurance in the incorrect filing order resulting in the consumer receiving a statement for services that should have been paid by her insurance.
The billing had been resolved with payment received from the secondary insurance carrier, alleviating the consumer of any financial responsibility for this service date. Separate correspondence will be sent to the consumer with further explanation.
Thank you for allowing us the opportunity to respond to this complaint.
***** *. SSM Health Patient Financial Services
Initial Complaint
Date:08/09/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had an appointment on 1/15/2024 with ********************* of SSM Health for an eye checkup. I received a bill for $348.00 after insurance had paid a portion of the $820.00 that they charged. I was appalled when I received the bill. I called and emailed and requested a breakdown of all charges. They still have not provided me a breakdown of what each charge was for. I have never been charged this much for an exam for contact lens. I have been wearing contacts over 50 years and have my eyes check once a year. The most I have ever paid was no more than $150.00. In addition to the charge of $820.00 I paid $160.00 for new contacts. They were not transpartent with me upfront to let me know what they charge for an exam. I would never have allowed them to check my eyes if I would have known how they try to rip off the consumer. I have asked them to adjust the bill as I will not pay what they are asking. If you cannot help me get this resolved do you know of a patient advocate who might be able to help resolve this matter? I will appreciate any advice you can give me. Thank you for your time...*********************
Business Response
Date: 08/27/2024
The complaint states the consumer requested an itemization of charges she feels are excessive for the services provided. She states SSM Health was not upfront and transparent with pricing and is requested an adjustment of the billed amount.

Three charges are billed for the eye examination, including the eye exam, the contact lens exam, and the refraction. The claim is processed with her insurance carrier(s) according to her benefits. Three separate charges are billed appropriately. SSM Health provides good faith estimates to insured patients upon request.

The balance is correct for the services provided.

Thank you for allowing us the opportunity to respond.
Initial Complaint
Date:08/02/2024
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.
Received a billing statement from SSM Health dated 7.22.24. Account#************. The bill states it's for a doctors appt on 11.9.23 with ****** ****************. I have never seen this doctor and have never been to this doctors office. I was put on a waiting list early 2023, but refused the appointment when it was offered sometime in 2023. Again, I never saw this doctor, never had an appointment, never consented to an appointment. SSM is trying to fraudulently charge me for a Level 4 ************* at $165.00. This is the first bill I received from SSM for this charge. SSM needs to delete this billing and cease sending me statements.
Business Response
Date: 08/12/2024
This correspondence serves as SSM Healths response to Complaint # ********.
The complaint states the consumer is being fraudulently billed for a provider she has never seen and for services that were not provided.
The consumer was seen by an outside provider (not SSM) who sent a specimen to an SSM Health Lab for analysis. The charge billed is for pathology.
The charge is correct as billed and constitutes a valid debt.A separate correspondence will be sent to the consumer with a detailed explanation.
Thank you for allowing us the opportunity to respond to this complaint.
***** SSM Health ***************** Services

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