Business Profile

Hospital

Mercy Hospital

Complaints

This profile includes complaints for Mercy Hospital's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

23 total complaints in the last 3 years.
12 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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

Initial Complaint
Date:06/20/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This complaint is against Mercy Clinic due to its ongoing failure to address billing disputes stemming from the health providers submission of inaccurate insurance claims. These errors have resulted in wrongful financial responsibility being placed on me as the patient. Dispute 1: On January 15, 2025, I received service from an in-network Mercy provider at an in-network facility. Although the provider and facility are in-network, Mercy submitted the claim using an out-of-network facility ***, which led to denial of coverage and a balance of $267.75 billed to me. I contacted Mercy Billing on February 17 and was told the matter would be reviewed within ***** days. I never received follow-up. On April 19, I received a past due notice. I called Mercy again on April 29 to dispute the facility *** but was told the billing was correct and was advised to contact the providers office. I followed up with the provider's office on May 1 and May 2. Mercy Billing sent a message in the Mercy app portal on May 5, again requesting date of service and amount of bill. I responded on May 16 and have not heard from Mercy since then.Dispute 2: A second incorrect bill for a mammogram service on April 11 was also denied by the insurance due to Mercy again submitting the wrong facility NPI. Mercy has not addressed this billing error either, and I am now being billed an additional $202.97. Summary:Per Mercys process, I sent a formal dispute letter to Mercy ***************** on May 19, requesting resolution and a written response by May 30. As of June 19, I have not received a response. Instead I received a letter dated June 4 from a debt collection agency demanding payment for the charges on Dispute 1. Despite multiple good-faith efforts to resolve the issue directly with Mercy, I have received no resolution, no written follow-up, and no accountability. These billing errors are due to the providers submission of incorrect data to the insurance company.
Business Response
Date: 06/23/2025
Good morning,
I will follow up with the patient and send letter to the BBB office
Customer Answer
Date: 06/24/2025
Complaint: 23497875

I have reviewed the business' response and am rejecting it because: The provider is in the network and Mercy's billing practices resulted in it being out of network. See attached note sent to Mercy.
The responsibility to confirm how Mercy processes billingparticularly when the provider is in-network and/or to verify the facility **** network statusshould not fall on the patient.
The patient should not have to act as an intermediary between healthcare provider/facility and insurance company; but in an attempt to resolve this matter, I contacted the insurance company to re-review the claim and on their advisement have requested Mercy to contact and work with them directly. This review may take upto 30 days.
Sincerely,

***** ******
Business Response
Date: 06/25/2025
Good morning,
Patient reached out to us this morning and advised that she is working with Cigna to see if this can be corrected.
Customer Answer
Date: 06/26/2025
Complaint: 23497875

I have reviewed the business' response and am rejecting it because: while I asked the insurance company to re-review the claim, Mercy has a action to engage with the insurance company directly as well on the facility ***. It was in my reply to Mercy on the MyMercy app.

Sincerely,

***** ******
Initial Complaint
Date:05/10/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This hospital is a terrible place! Their NICU unit is rude, unprofessional, money hungry, baby needy, disgusting, pitiful excuse for safety! This establishment needs shut down!!!
Business Response
Date: 05/12/2025
After reviewing, this has been forwarded to the appropriate department for review and follow up.

Out of respect for the privacy and confidentiality of our patients protected health information (PHI), which may encompass both clinical and financial records, we have developed an internal system for responding directly to the complainant in accordance with local, state and federal regulations. The complainant may in turn release a copy of our original response directly to the Better Business Bureau, at their discretion.
Initial Complaint
Date:04/25/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
12/19/2023 I had a baby at mercy. Mercy care providers refused to give me correct accomidations for a warehouse I was working in while I was blacking out at home, in the doctors office, and at work. I was forced to find another doctor that would provide decent care to me. When I had my child I had full insurance on myself and child and now (04/25/25) I'm still dealing with thousands of dollars relating to my child's birth. Mercy claims that it's the insurances fault that my bill is still not fixed, and my insurance says it's Mercy. It's both. The claims were submitted to insurance, stating child was not insured when child was. Mercy is putting incorrect information on my child's noting chart and will not take responsibility for it. Mercy hospital also gave me an out of network doctor for my child's NICU, 4 day visit and now owe them 10 thousand dollars, aside of the hospital bill. I've asked for an explanation of why it is taking mercy 2 and a half years to fix all charged but they, at this point, will not respond or take accountability for their negligence to my bill. The insurance states that mercy didn't submit the correct claims on time, and the claims they submitted the first 4 times was just a number. How much I owed them before insurance, no coding, no breakdown, just a number. 4 times. Now I have NO insurance due to this, and I'm looking at a debt that could turn my life around at the hand of mercy and they will not take accountability for it and don't care. Another 10 thousand for the hospital is what im looking at because their billing. I've called everyone, and done everything to my ability and gave them a dead line to fix this issue and it has not been acknowledged or explained why this has taken 2 and a half years to NOT fix. My family out of pocket is less than what they are trying to get me for, and mercy does not have good faith in their practice, only want to rack up charges. I've asked for an explanation nicely, and now I'm demanding it.
Business Response
Date: 04/28/2025
Out of respect for the privacy and confidentiality of our patients protected health information (PHI), which may encompass both clinical and financial records, we have developed an internal system for responding directly to the complainant in accordance with local, state and federal regulations. The complainant may in turn release a copy of our original response directly to the Better Business Bureau, at their discretion.
Initial Complaint
Date:03/26/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Mercy Hospital billing has billed me for a $12,098 surgery and refuses to provide the proper information to the insurance company. After some long phone calls the best they could tell me is that all the patient info was not provided to the insurance company. THEY WILL NOT GIVE ME A COPY OF WHAT THEY PROVIDED TO THE INSURANCE COMPANY, so I have no way of finding the error. When asked for a detailed billing they send me a message on their internal system that is listed a "Detailed Billing: You owe $12,098" with no other information at all.
Business Response
Date: 03/27/2025
Good morning,
I have followed up with the patient. A letter will be mailed.
Customer Answer
Date: 04/04/2025
The answer Mercy Hospital gave will take quite some time to see if they really did correct the issue or not. I cannot say if they have fixed the problem or not without waiting to see if the insurance company again says the information was not completely submitted.
Business Response
Date: 04/08/2025
I appreciate the opportunity to respond regarding concerns of billing/collection practices for clinical services provided to the complainant.
I have followed up with the patient via email.
Please let me know how I can be of further assistance in the resolution of this concern.
Customer Answer
Date: 04/22/2025
I have just received the same bill that was previously discussed. Mercy Hospital DID NOT submit the bill to the insurance company. This is a blatant and intentional attempt at coercion and harassment. The bill will only be paid by the insurance company once it is properly submitted.
Business Response
Date: 04/23/2025
Good afternoon,
I will follow up with the patient again
Customer Answer
Date: 04/23/2025
Complaint: 23120107

I have reviewed the business' response and am rejecting it because:
although The hospital has contacted me regarding the original complaint, nothing has really been resolved. I spent a long time today speaking on the phone to the insurance company (****/United Healthcare) and supposedly all materials on the insurance company are correct. I have submitted to the hospital the reference number from GEHA that I was given.
At This point in time all I can do is wait and see if they do what they should do or if they come back to me having not completed the process.

Sincerely,

****** **********
Business Response
Date: 04/24/2025
Good afternoon,
I have Mr. ************ accounts on my follow up calendar and will continue to review as well as follow up with the patient.
Business Response
Date: 04/29/2025
I appreciate the opportunity to respond regarding concerns of billing/collection practices for clinical services provided to the complainant.
I have followed up with the patient via email.
Please let me know how I can be of further assistance in the resolution of this concern.
Customer Answer
Date: 05/02/2025
Again, this issue is ongoing and might take a long time to find out if there has been a solution. The last time they said it was solved nothing was done and they billed me again. There is no reason to believe this issue has been solved until the issue has a final resolution.
Initial Complaint
Date:02/11/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I and my twin daughters were hospitalized for my delivery from 6/19/24 - 6/22/24. Mercy Hospital Springfield has wrongfully filed claims for the care of my twin daughters Autumn and **** **** and they have sent me to collections even though I had hit my max out of pocket limit on my insurance. Everything should have been 100% covered by my insurance. They state that my insurance denied to cover my twins hospitalizations and their pediatrician appointments following their birth. However, some of the visits they have stated were denied by insurance were filed under my name but their DOB. They have filed a claim correctly on one child but then the other child's visit on the same day with the same doctor was file incorrectly and denied, this occurred more than once. They have charged me $990 dollars multiple times during our hospitalization for a Nursery-Well Newborn but my twins were roomed with me for my whole hospitalization. Mercy Springfield doesn't even have a Nursery anymore. They have been contacted by myself and my insurance and informed of their billing mistakes and told to correct them but they still haven't and they refuse to call me back as well. They have been unprofessional and they have clearly committed insurance fraud and are obviously incapable of correctly filing and billing insurance. They have also mishandled all of my OB pre-payments which I paid during my prenatal care visits in the amounts of $392 dollars in the beginning of 2024, along with other pre-paid amounts; however, they are just now in 2025 applying my pre-payments to my account. However, these incorrect outstanding balances were to collections for the approximate amount of $12,000 dollars! I have reached out to Mercy's billing department several times but yet they continue to give no response or fix their mistakes.
Business Response
Date: 02/12/2025
Good morning,
I have followed up with the patient.
Customer Answer
Date: 02/12/2025
Complaint: 22927785

I have reviewed the business' response and am rejecting it because: they stated they have contacted me regarding my complaint however, I have not received a phone call or MyMercy message from them.

Sincerely,

Hannah Link
Business Response
Date: 02/17/2025
Good morning,
I sent an email to the patient on 2/12, I have not heard back from her.
Customer Answer
Date: 02/18/2025
Complaint: 22927785

I have reviewed the business' response and am rejecting it because: I have not received an email from Mercy. I have attached a photo of my email search engine and its results for emails from Mercy. There have been no recent emails sent from them.

Sincerely,

Hannah Link
Customer Answer
Date: 03/31/2025
03/26/25 JM: Left a message for the consumer to give me a return call.
03/28/25JM: Ms. **** called and stated that she is working directly with her ****************** who has filed a claim against the Hospital and she is working directly with the *********** Ms. **** has requested for this to be close on the BBB side as she is using other means to get this resolve at the advise of her ****************** According to Ms. **** her ***************** is dealing directly with the Hospital Accounts Payable Office.
Business Response
Date: 03/31/2025
032625JM: Left a message for Zachary to return a call.
032525JM: ******* Adams called and stated they are working directly with the consumers insurance company-( Have provided the consumer with information regarding her claim dispute). The Hospital-Dispute department is working with consumers insurance department and the ********* in getting this resolve. ******* has requested for the BBB to "close " this complaint and further communication will be directed with the insurance company and AG-office).
Initial Complaint
Date:12/26/2024
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.
Mercy states I owe 88 dollars and I do not. I went to see Dr **** ******** in April 17th and when I was called to the appointment, I asked about the cataract surgery and the doctor said "I cannot do this anymore". After he said that he walked out on me from the appointment. I had told multiple people at mercy about it and they were all shocked and kind of speechless. When I talked to management they did not seem interested in what happened. What is more important right now is that I had gotten a bill for ***** dollars for that day, which i did not receive any service, I do not feel that I owe this amount seeing as the doctor walked out.
Business Response
Date: 02/03/2025
Good Morning:
Mercy's response has been faxed to ************ this morning as the portal would not allow me to attach a document

Sincerely

***** ******
Patient Services *** II
Business Response
Date: 02/03/2025
I appreciate the opportunity to respond regarding concerns of billing/collection practices for clinical services provided to the complainant.
This matter has been forwarded to Mercy **************************** for review of the date of service.
Please let me know how I can be of further assistance in the resolution of this concern.
Customer Answer
Date: 02/07/2025
Complaint: 22732721

I have reviewed the business' response and am rejecting it because:
I feel like I am being harassed once or twice a week to call another number to pay a bill. My attorney is looking in to this.

Sincerely,

******* *****
Business Response
Date: 02/10/2025
Good Afternoon
We have received the latest addition to Ms ******* complaint. It has been forwarded to the clinic for review for a resolution for patient satisfaction.
Initial Complaint
Date:12/03/2024
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 was seen by Mercy Hospital in their ** due to falling and thinking I may have broken my arm back in January of 2024. Since this time, Mercy has sent billed me twice, refunded an *** and insurance provider I do not have anymore, and are attempting to bill me again 11 months later. This is absolutely insane and the message I sent them is found below:"Good Afternoon, Please make this make some kind of sense. In January, I was seen for slipping on the ice and after the ** ran my insurance, they gave me a bill saying my copay was *****. I went ahead and paid that directly at the ** with my FSA card. The next month, I was laid off by my employer, but still had access to my FSA card. Shortly after that, Mercy sent me another bill for almost 500 dollars on top of what I had paid already. Fast forward to May and the *** was closed, but for some reason Mercy decided to refund this closed account in October, and now in November send me a bill for slightly more than what was refunded. This is absolutely ridiculous and I will not be paying any further amount for this ** visit. Regards,*******"On 03 DEC 2024, I finally received a response from Mercy placing blame on the insurance I have not have since the end of May, which was over 4 months post visit, and 7 months prior to them attempting to bill me a third time. Their response is included in the screenshot and this whole situation is wildly inappropriate regardless of "estimates". I have been billed twice, once during my visit, and then again a month later (screenshots provided). The fact that Mercy is attempting to shakedown more money from me nearly 11 months later is absolutely crazy and I will not be paying this. I want Mercy to make an adjustment to my account and wipe the remaining 33 dollars away.
Business Response
Date: 12/04/2024
Good morning,
Please see attached letter
Business Response
Date: 12/04/2024
12/4/2024
BBB
****************************************************************************************
Case ID: # ********
Dear Better Business Bureau Investigator,
I appreciate the opportunity to respond regarding concerns of billing/collection practices for clinical services provided to the complainant.
This issue has been reviewed and discussed with the patient.
Out of respect for the privacy and confidentiality of our patients protected health information (PHI), which may encompass both clinical and financial records, we have developed an internal system for responding directly to the complainant in accordance with local, state and federal regulations. The complainant may in turn release a copy of our original response directly to the Better Business Bureau, at their discretion.
Please let me know how I can be of further assistance in the resolution of this concern.
Sincerely,
Patient Services
Mercy Health Systems
Customer Answer
Date: 12/05/2024
Complaint: 22634820

I have reviewed the business' response and am rejecting it because:
The HIPAA release has been signed by myself and provided to the BBB so Mercy should have no issues discussing medical or financial issues on my account through this portal. Furthermore, Mercy was advised in their personal message portal that we would discuss this publicly through the BBB. This has not been resolved and if they are blatantly avoiding this to discuss their error in billing, that is on them. I will reiterate my previous grievances.
On 22 JAN 2024, I was taken to the ** by a friend because I fell and thought I had broken my arm during the small ice storm. In turn around an hour in the ** waiting room, was taken back to get my vitals and 1-2 X-Rays on the same spot of my left arm. After this, I was taken to an empty room in an empty children's wing Mercy was using for overflow. After the Doctor had seen me, explained they didn't see a break or fracture, and stated it might have just been a distressed/pulled/torn tendon; I was left to sit again in the room. After all was said and done, someone came in and handed me a bill for roughly 75 USD and stated this was my total after my insurance and I could pay it that day, or later online. I went ahead and used the debit card attached to my Flexible Spending Account (FSA) and paid this in full. A few weeks later, Mercy sent me an additional bill for between ***** USD more. I could not believe it, but I had just been laid off and had the money sitting in the *** to be used by the end of May. So I paid that not to have any medical bills over my head while unemployed. Due to this, I was unable to have my yearly Eye Exam and get new glasses since that money was used to pay a second bill from Mercy for over 4 times the initial bill in the **.
Since this, Mercy has told me that what I actually received in the ** was an "estimate" and did not include "all" of the services provided. This is where things get interesting. If this was an estimate, why was I able to pay this and given a receipt. Why is Mercy allowed to make adjustments, more charges, and random refunds without discussing this with the patient? There has been no resolution provided by Mercy as all of their responses have been to try and bully me into paying a third bill for a single ** visit by dancing around the subject and using ridiculous medical and billing jargon. The service provided to me hasn't changed since 22 JAN 2024, however, the amount they are trying to squeeze from me has, 3 times now. You don't charge someone an amount and then go "oops, this wasn't right" and attempt to get more one month or eleven months later. You wouldn't work at ********** or ******* and if the register charged someone 79 cents for an item, throw multiple bills for different amounts over the course of a year and expect the customer to pay more. Once they're charged, they are charged and while Mercy is a hospital, they are still providing a service and know exactly what the cost of service is, at the time of service. Yet, they have changed that amount three times, and even refunded an insurance company and my FSA card which I have not been provided under since 31 MAY 2024.
Kindest Regards,

******* ******
Business Response
Date: 12/09/2024
Good morning,
Please see attached letter.
Initial Complaint
Date:11/25/2024
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 was told routine Cardio exam was a $30 Humana Copayment ( as in pervious years ) . then received a invoice for a additional $ ****** - because Mercy coded it wrong - trying to make more money .
Business Response
Date: 11/26/2024
I appreciate the opportunity to respond regarding concerns of billing/collection practices for clinical services provided to the complainant.

After reviewing, I have reached out to the patient and explained the charges.

Out of respect for the privacy and confidentiality of our patients protected health information (PHI), which may encompass both clinical and financial records, we have developed an internal system for responding directly to the complainant in accordance with local, state and federal regulations. The complainant may in turn release a copy of our original response directly to the Better Business Bureau, at their discretion.
Customer Answer
Date: 12/04/2024
Complaint: 22604712

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

This should have been a $ 30 copayment , as per the quote given at the time of service , as per the $30 charged on previous visits . there was no change in Doctors, services given , or location of service ( Mercy Hospital Springfield ) . Mercy increased my cost to $ ****** by using a incorrect billing code .

Sincerely,

***** ********
Business Response
Date: 12/06/2024
I appreciate the opportunity to respond regarding concerns of billing/collection practices for clinical services provided to the complainant.

After reviewing, I have reached out to the patient and explained the charges.

Out of respect for the privacy and confidentiality of our patients protected health information (PHI), which may encompass both clinical and financial records, we have developed an internal system for responding directly to the complainant in accordance with local, state and federal regulations. The complainant may in turn release a copy of our original response directly to the Better Business Bureau, at their discretion.
Customer Answer
Date: 12/07/2024
Complaint: 22604712

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

Mercy has not given any real justification on why they are overcharging me .
Sincerely,

***** ********
Initial Complaint
Date:11/19/2024
Type:Order 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.
For DOS 5/15/24 & 8/2/24, Mercy is pursuing us for $70 I don't owe them under my UHC ******** Advantage plan, by claiming I had in-person "office visits" when I haven't seen a doctor in clinic since 2020. I notified them this was wrong 8/19/24, and they said they'd review. They didn't reach out as specified originally, so I informed UHC. On 9/11/24, they messaged there was no mistake, to which I responded it was wrong and fraud in that case that I'd need to report to my state. Mercy never responded within the time frame given on their site for messages, so I reported them and followed up with UHC again to review, and *** said to not pay them the balance. 10/11/24, I again contacted Mercy who hung up on me repeatedly, and then contacted UHC back again that Mercy hadn't relented. 10/14/24 I was again told not to pay Mercy. 10/25/24 I received formal notice that the state has opened an investigation. Today Mercy has begun hiring others to engage in calling my relatives to have them pay their fraudulent bill of $70 in violation of their contract, and I confirmed with *** they're not allowed to do this and I'm not to pay them, so they're going to review a new complaint now. Mercy seems actively disinterested to make corrections, and is aggressively pursuing this fraud like it's standard practice to them to conduct such financial exploitation of patients for illegitimate services not rendered. I'm concerned patients not as in-touch with their insurers will be exploited if Mercy isn't held accountable, and since they don't respond or take my calls, I'm hoping BBB will get them to stop trying to bamboozle my family at the very least and stop attempting to collect on fraudulent bills that breach their insurance contract. The ************************ and the *************** of Health and ********************* of Inspector General have also now been informed of the fraud under case #*********, including Mercy's communications as well as those of *** and the prior authorities.
Business Response
Date: 11/20/2024
Please see attached response letter
Business Response
Date: 11/20/2024
We appreciate the opportunity to respond regarding concerns of billing/collection practices for clinical services provided to the complainant.
Out of respect for the privacy and confidentiality of our patients health information (PHI), which may encompass both clinical and financial records, we have developed an internal system for responding directly to the complainant in accordance with local, state and federal regulations. The complainant may in turn release a copy of our original response directly to the Better Business Bureau at their discretion.
Please let us know how I can be of further assistance in the resolution of this concern.
Customer Answer
Date: 12/20/2024
Mercy has made no attempt to contact me about this complaint and has provided a standard templated response that they won't respond to BBB, and will only respond to me and then I can share with BBB if I desire. I called Mercy again and they said they won't release information without a "protected reason" even if I complete their Mercy form for PHI to release it to BBB for dispute resolution. They do not recognize the form BBB provided me and will not accept the signed form. I didn't realize there was something I would do to respond to this, because I haven't received any such information from Mercy to share, lest respond to at all. I feel the resolution is more like "stone-walled" than acceptable lest resolved. Please consider changing this rating of their response. Thank you.
Business Response
Date: 12/26/2024
Good morning,
I have followed up with the patient.
Initial Complaint
Date:11/10/2024
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.
My wife had a baby may of 2024, when we started receiving our bills in the mail I called to see how much was left to pay in full after insurance. The lady said 6000 but she was re submitting and should get it down closer to 4000 but call back in 30 days. So in 30 days when I called back she said insurance kicked some back and it was 9000 but she was resubmitting it to call back in 30 days. So in 30 days I called back and she said ***** and said insurance wasnt paying anything. So after this I ask for an itemized bill. I ask for this same bill for the following 2 or 3 months on several occasions and didnt receive it. Then I got a bill from collections for 300 for something mercy sent. I then called mercy again and told the lady I had ask on several occasions for the list and she said she would send it along with a financial assistance application since insurance didnt pay, and she also said since we had not received what we requested she would push back the collections until we got that and our financial assistance form sent in. We received the itemized statement and in the same week we got a bunch of stuff from collections. All I wanted to do was figure out my bill. Their service is terrible on the billing side full of lies and empty promises. I would like to talk to someone about making a payed in full payment but thats impossible so I guess il deal with collections. But mercy or their customer service team should be held accountable for messing up a persons credit because of their team not doing their job.
Business Response
Date: 11/11/2024
Good morning,
Unfortunately, I am unable to review this as I don't have a patient's name and date of birth. I am unable to locate an account under name **** ******.
Thank you,
Mercy Patient Services
Customer Answer
Date: 11/11/2024
******* ****** 06-10-1994 **** ****** 05-11-2024 mother and baby bills and complaint is for both.
Business Response
Date: 11/12/2024
Good morning,
I have also sent an email to Mr. ****** in regard to his complaint.

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

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

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

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

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

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Customer Answer

Business Response

Complaint statuses

Business Response

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Mercy Hospital is BBB Accredited.