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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

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Mercy Hospital has 20 locations, listed below.

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    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:10/21/2024

      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 went for the first time to see a doctor, was there for my nose. He looked at my ears first and saw they were clogged. He went to clean them out. He then told me to come back for a follow up visit. I got a bill saying I owe 35 dollars, but I paid the co pay when I went. I called my insurance and they said I had seen 2 doctors that day, one cleaning my ears out and the other did a diagnostic through my nose, which never happened at all. All they did was clean my ears out. I asked them who I went to see, they said I went to see the one doctor (***** ************) and mentioned a ** ****** who did the diagnostic, which is confusing. I never saw this doctor nor did this happened to me. I tried speaking with Billing but they are saying they have to go through an appeal. I don't know if they even asked the doctors. I do not recall which of the two I saw, but I only saw one. According to when I paid the 35 dollars copay, I saw DR ******* This happened on *******************

       

      Invoice number: 42708880

      The Procedure I did not get: laryngoscopy flexible diagnostic

      Business Response

      Date: 10/21/2024

      Good afternoon, 

      Please see attached letter

    • Initial Complaint

      Date:09/09/2024

      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.

      Complaint: ********



      I have reviewed the very brief business' response Mercy sent me and am rejecting it because:

      Mercy clearly did not read my detailed complaint PDF Document I attached to the original BBB complaint I submitted (which I am reattaching to this response).  The BILL of $191 in hospital fees should have NEVER been sent to me.  My insurance did not go through the process of charging a $65 Urgent Care Copay fee because the person responsible at the Mercy Call Center DID NOT tell us the CORRECT instructions and guidance they should have given us.  The Mercy letter response I just read does not acknowledge the following mistakes and misguidance that the person at the call center made, which should automatically (in terms of patient rights) adjust my bill to the total copay fee of $35 (the evidence of the Call Centers mistakes are in the recorded phone call that took place with the the Call Center on May 30th) :

      1)  Call center untruthfully told us that our doctor's office was not accepting appointments if their patient had cold type symptoms.  This was an untrue statement, and the Office Manager at the doctor's office confirmed that the person at the call center was WRONG and should have made the appointment with their office.

      2) Call center directed us to a hospital clinic INSTEAD OF A URGENT CARE CENTER, which caused us to be charged hospital fees.  When I questioned the Call Center person why I was being sent to a MERCY URGENT CARE CENTER, the Call Center person DID NOT tell me that they were directing me to a hospital facility, and let be continue to believe they were sending me to an URGENT CARE facility.

      3) The Office Manager at our doctor's office, submitted a complaint about this incident to the Directory of the Call Center, because they knew that the person at the Call Center was making a costly mistake by instructing their patients to go to a hospital facility instead of a urgent care clinic.  The Office Manager was especially concerned that the person at the Call Center was not allowing appointments to be made with the the patient's doctor's office when they SHOULD HAVE.

      4) The "Internal System" that was mentioned in the Mercy Response letter they use to handle Mercy complaints, is the Patient Relations group that I used to File my original complaint and appeal with Mercy, and both patient relations employees ******** **** and ******** ***** did NOT do their job of researching and listening to the recorded phone call outlining all of the mistakes and misguidance the person at the call center made.  Their internal system failed us which is why we are now working the the BBB on this unethical violation of patient rights.

      The original Mercy response is rejected.  This complaint must must remain open, because Mercy is still refusing to explain 1) why they feel it was acceptable for the Call Center to tell the patient their doctor's office was not accepting appointments when they were, 2) misguiding the patient to a HOSPITAL CLINIC instead of a URGEN CARE CLINIC, and 3) MISLEADING the patient into believing they were sending them to an URGENT CARE CLINIC.



      ***** ******

      ppeal on August 30th , I requested to Callahan to send her a message for her to call me back. She did NOT return my call. Her denial letter showed she did NOT look at the facts and what actually took place (the mistakes and misguidance the Call Center made). Her denial letter was very short, form letter with no explanation for this denial.

      3) Mercy Call Center (original group responsible for the charges to our account). They were supposed to make an appointment with our doctor’s office, but instead lied by telling me our doctor’s office was not accepting appointments WHEN THEY WERE. This person inaccurately misguided me to a hospital facility with Hospital fees, leading me to believe it was an Urgent Care Center. Due to the mistakes of the Call Center I should only be charged the $35 copay that would have been charged from our doctor’s office. Not $191!! Dr. ********** Office manager also filed a complaint with the Director of the Call Center for this incident.

      Business Response

      Date: 09/09/2024

      9/9/2024

       

      Better Business Bureau

      211
      N Broadway Ste 2060

      St. Louis, MO 63102

      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.

      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.

      I have sent the accounts to the leadership team as the
      co-workers are not in the billing office. The billing on the account is correct
      and was billed to patient’s insurance provider in which the balance was left to
      patient responsibility.

      Please let me know how I can be of further assistance in the
      resolution of this concern.

      Sincerely,

       

      Patient Services

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

      Business Response

      Date: 09/10/2024

      Good afternoon, 

      This is under review with our grievance department and has recently spoken with the leadership team. She was advised of this information. 

      Customer Answer

      Date: 09/11/2024

      Complaint: ********



      I have reviewed the business' response.

      I am REJECTING Mercy’s response, because until they make the right decision, this is still a
      $191 balance that needs to be corrected on our account.  As an update, ******** ***** VP of Quality
      & Safety within the Patient Relations department finally returned my call toward
      the end of the day on 9/9 (after waiting 4 business days for her to call me
      back).  I explained that her denial letter of the appeal had no explanation as
      to why they felt I should have to pay, and why they felt that it was not the
      fault of the Call Center even though these factual events occurred:

      1) Call Center would not allow me to make an appointment for my daughter with her doctor’s office, when they dishonestly stated they were not accepting appointments, WHEN THEY WERE.

      2) Call Center directed me to a hospital clinic where I would be charged hospital fees instead of  an Urgent Care Clinic where I would be charge only a $65 Fee, when my daughter only had a sore throat (non-emergency) issue.

      3) After I referred to the Hospital Clinic location an Urgent Care Center on my phone call to the Call Center person, they did not correct me by telling me it was NOT and Urgent Care Clinic.

      4) I had been to the location of the Hospital Clinic several times, but was only charge the Urgent Care co-pay of $65.  This location was recently changed from an Urgent Care center to a Hospital Clinic.  I was not notified that it had recently changed over when they referred me to that location.

      5) The Office Manager of Dr. ********** Doctor’s Office (Julie) filed a complaint with the Director of the Call Center, for their mistakes and to avoid any of her other patients accidentally being charged fees they should not have to make.

      The only thing Mercy is holding over our heads is that I was given and “estimate” at the time of the appointment.  We are given estimates all the time that are 90% of the time INACCURATE.  For example I am given an Estimate every year when I get my mammograms that is over $700 which is inaccurate, because it is ALWAYS a free service.  I also had been in that SAME LOCATION several times where I was charged the correct Urgent Care fee, and was not told this was recently turned into a Hospital clinic. 

      ******** seemed very understanding and appeared to agree that
      the fault in these fee charges is in the Call Center.  She is escalating this complaint back up, as
      an appeal, to have them look at the facts to the case again, and give them
      another opportunity to correct this bill amount.

      I WILL NOT accept
      this overcharged bill and will not close out this BBB Complaint until Mercy
      does the right thing.  I should ONLY have
      to pay a $35 Co pay, which is what the fee should have been had the
      Call Center correctly made the appointment with our doctor’s office.  Any
      additional fee amount is a direct violation of our patient rights. The remaining
      $156 should be a fee the Call Center should be responsible for.



      Sincerely,



      ***** ******

      Business Response

      Date: 09/24/2024

      I 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 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.

      The clinic has called and spoke with patient's mother advising that we are adjusting a balance of $156.02 leaving only a $35 patient responsibility.

      Please let me know how I can be of further assistance in the resolution of this concern. 

    • Initial Complaint

      Date:05/20/2024

      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.
      The sleep center at Mercy in Springfield, ** is the most unprofessional medical department I have ever had the displeasure of dealing with in my entire life. I went in Feb for a take home sleep study that came back with no so great results. Prior I was told that if results were not favorable an additional study would be needed. I was told I had to wait for a CPAP or ACPAP machine until later. After receiving the results I had no follow up with the Dr. ** one reached out to go over the results at ANY TIME EVER. This was concerning as I looked up the values on my results and had to ****** them to understand where I stood. I was shocked to see that my results where VERY bad. Similar patients where being rushed to follow up appointments and treatment. So I called the sleep center said I got my results and scheduled my own titrating sleep study. I was told the soonest would be 4 months out and that due to my results they would put me on the call list for the next available study opening. 2 weeks before my sleep study appointment I get a message on MyMercy app to let me know my test has been denied by Healthy Blue. I call in to the center leave a message and 5 days later I finally get a call from the sleep center first time in 4 months. The explain how my Dr. no longer works there and the director looked over my test and I should be good with an ACPAP what company would I like to work with etc. Why is some director I have never met making life choices for me? I was never asked if I wanted to pay out of pocket. I was never consulted EVER. I went into this knowing I have a sleep disorder when I took a sleep study 15 years ago and went in recently to SEEK HELP WITH THE MATTER. I just want this to be taken seriously it's my life and the quality of it.Healthy blue has no record of this request they would really like to know the **** for this. They have not denied anything. Mercy is not running a smooth operation. The staff at the sleep center are terrible. STAY AWAY!

      Business Response

      Date: 05/21/2024

      Good morning, 

      Please see response below; a copy of the letter is also being mailed to the address below:


      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.
      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.

      Please let me know how I can be of further assistance in the resolution of this concern.

      Sincerely,

      ***************************
      Mercy ****************** Patient Services
      Mercy Health Systems

       

      Business Response

      Date: 05/28/2024

      I appreciate the opportunity to respond regarding concerns of billing/collection practices for clinical services provided to the complainant.

      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.

      Please let me know how I can be of further assistance in the resolution of this concern.

    • Initial Complaint

      Date:02/23/2024

      Type:Service or Repair Issues
      Status:
      ResolvedMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.

      Complaint: 21336669

      I am rejecting this response because:

      I did speak with *******. She was very nice and understanding. This claim is not resolved. She is going back to the governing team with screen shots of what I see, so they can reconsider their respond, which was they will not make an adjustment. 

      On the call I did find out that on the hospital side, the estimates shows the number of visits. In the patient side it does not. I told ******* that in the My Mercy app, I should be given what they see on the patient billing side, not a different version with less detail. As the patient I have no way of knowing there is more information about my care and how much it could potentially cost without them giving me all pertinent information. 

      Sincerely,

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

      ad given me 8 estimates I would have realized that the $302 was actually an estimate of $2,416. I would have found an alternative treatment had I been given the correct information up front. Mercy says not surprise bulling. This was definitely surprise billing. I feel this was deceptive billing practices. Billing said that I would need to call estimating to get it straight. Estimating said billing would be the only ones that could make an adjustment. Now I am stuck with a bill I would have never agreed to if given the correct information.

      Customer Answer

      Date: 03/03/2024

      I have attached the ***** form. I received a call from ******* atvMercy. The committee reconsidered and lowered my bill.  I am satisfied with the outcome of this complaint. Thank you for your help. 

      Business Response

      Date: 02/28/2024

      Good afternoon, 

      Please see attached response and a hard copy of the letter is being mailed to the address below:

      February 28, 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. 

      The patients concern has been reviewed and I called and spoke to the patient to discuss the findings.

      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

      Business Response

      Date: 03/04/2024

      Good afternoon,

      Please see response below.  Also, a hard copy is being mailed to the address below.

      March 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. 

      The patients concerns have been reviewed and addressed.  I contacted ********************* on 3/1/24 to discuss the findings and she was very pleased with the outcome.  I also, contacted her today after receiving this notice to confirm that all her concerns were addressed, she advised they had been and was pleased.   

      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: 03/04/2024

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. ******* was very responsive, respectful and felt she truly wanted to help. Thank you for your help in the matter. 

      Sincerely,

      *******************************
    • Initial Complaint

      Date:02/06/2024

      Type:Sales and Advertising 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.
      Here is the signed form, what else is needed? me in 2021 and she did not mention or code anything about depression in any of these visits. Furthermore proving the claims of depression are completely false. ********************** then chose to randomly put in codes in 2022 and 2023 for single episode depression, which resulted in my insurance dropping me. These claims are completely false, there was nothing discussed or any evaluation during either visit that had anything to do with depression. The fact Mercy is putting this false information into my medical records without any proof of their claim, without proper diagnoses, and without anything more than a pursuit for profit is the base of my Defamation claim.

      Business Response

      Date: 02/07/2024

      February 7, 2024

      BBB
      ***********************************************
      ******************

      Case ID: #21253486

      Dear Better Business Bureau Investigator,

      I appreciate the opportunity to respond regarding concerns of billing/collection practices for clinical services provided to the complainant. 

      We have received the additional complaint; however, due to privacy reasons we cannot comment or further respond to this complaint in this public forum.

      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




      Business Response

      Date: 02/09/2024

      Response sent via portal and hard copy mailed on 2/7/24: 

       

      February 7, 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. 
      We have received the additional complaint; however, due to privacy reasons we cannot comment or further respond to this complaint in this public forum.
      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: 02/08/2024

      Complaint: 21253486

      I am rejecting this response because: I know nothing about an internal system for resolving this issue nor has mercy reached out to me to resolve anything. And this is also not a billing issue, this is a issue of a doctor working for mercy that is falsifying medical records for profit. That's a little more major. 



      Sincerely,

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

      Customer Answer

      Date: 02/12/2024

      Complaint: 21253486

      I am rejecting this response because: This is the same generic response as last time. There is no internal system provided to me. No one at Mercy has reached out. Nothing is being done. Mercy is just ignoring this problem. 



      Sincerely,

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

      Business Response

      Date: 02/15/2024

      I appreciate the opportunity to respond regarding concerns of billing/collection practices for clinical services provided to the complainant.

      We have received the additional complaint, however, due to privacy reasons we cannot comment or further respond to this complaint in this public forum.

      Out of respect for he 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 or further assistance in the resolution of this concern.

      Customer Answer

      Date: 02/15/2024

      I already sent this form on 2-7, I've attached it again

      Customer Answer

      Date: 02/15/2024

      Complaint: 21253486

      I am rejecting this response because: Does Mercy only have a robot working for them????? It's just the same email over and over with zero help



      Sincerely,

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

      Customer Answer

      Date: 02/15/2024

      I've now sent this 3 times

      Business Response

      Date: 02/20/2024

      Good morning, 

      Please see the response below.  There is also a paper copy being mailed to the address below. 

      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. 

      It has been confirmed that the clinics practice manager has contacted the patient regarding his concern.  As patient follow up has been owned by the clinic and considered closed on their end, this will be our final response regarding this issue.

      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

      Business Response

      Date: 02/21/2024

      Good afternoon, 

      I have forward to the office for review as our office is unable to review. 

      Customer Answer

      Date: 02/21/2024

      Complaint: 21253486

      I am rejecting this response because: this is completely wrong, ***** did NOT solve anything. Why do you think I had to come to the BBB??????? More proof mercy does not care about the damages they cause



      Sincerely,

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

      Customer Answer

      Date: 02/22/2024

      Complaint: 21253486

      I am rejecting this response because: I guess I'll keep waiting. This only started 3 months ago, whats another couple weeks. 



      Sincerely,

      *******************************
    • Initial Complaint

      Date:01/16/2024

      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.
      Mercy misdiagnosed me back in 2016 without my knowledge and then randomly coded similar codes in 2022 and 2023 also without me knowing, and in turn costing me my health insurance. Dr ********* will not respond to my emails about at the very least fixing their coding error in 2022 or 2023, nor will her manager *****. Not only did I lose the health insurance I’ve had for some time, my insurance agent has advised me due to this coding error in 2022 and 2023, any new insurance that I may obtain in the future will most likely be canceled the first time I have a claim. Attached is the cancelation letter from my previous health insurance company, as you can see I was canceled due to “history” of depression which is by no means the case. In fact, I never even knew my doctor diagnosed me with depression. And no, there was no suggestion that I see counseling or any kind of actual help for someone who Mercy declared to have something as severe as major depression. If I truly did have major depression, I was literally left to fend for myself. Seems pretty irresponsible to me. The issue is Mercy did not feel my supposed depression was worth mentioning in 2018, 2019, 2020, or 2021. Then they randomly threw out a code for major depression in 2022, and again in 2023. At that point it became “history”, and in turn cost me my health insurance. Mind you, there was absolutely nothing discussed about depression during either visit. I’ve tried to explain to Dr. ********* and the office manager *****, that I don’t care that I was misdiagnosed in 2016, I’m willing to let that go, all I care about is removing the random codes they put in my records in 2022 and 2023 so I can get my health insurance back. But my request has fallen on deaf ears. I just don’t understand how they can code something into my records that not only isn’t true, but also wasn’t discussed. Attached are my emails to Dr ********* and my insurance letter.

      Business Response

      Date: 01/18/2024

      Good afternoon, 


      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. 

      We have received the complaint and due to privacy reasons
      will not be providing further details.  We are in the process of
      addressing the complainant.

      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

       

      A paper copy is also being mailed to:

      BBB
      *** ** ********* **** ****
      ** ****** ** *****

      Business Response

      Date: 01/31/2024

      I appreciate the opportunity to respond regarding concerns of billing/collection practices for clinical services provided to the complainant. 

      We have received the complaint and due to privacy reasons will not be providing further details.  We are in the process of addressing the complainant. 

      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.

    • Initial Complaint

      Date:10/10/2023

      Type:Billing Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Complaint: ********



      I am rejecting this response because:



      I was quoted a copay of which I paid.  We were then billed an additional $8o plus dollars.  We contacted ***** and spoke to ****** pm 8/30/23.  ****** stated a $20.00 copay and gave us account number ***********.  ****** said they were way behind in their mailings.  ***** claimed 10/10/23 they mailed the information.  We never received the information.  I was told today (10/10/23) bhy someone that called from ***** she had a document that someone from ***** quotes us a $20 copay!  I asked for a copy of that document.



      Sincerely,



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

      Business Response

      Date: 10/10/2023

      Hello,

      I have contacted Mr. ********* and discussed the complaint that was submitted to the BBB. The subject of the complaint has been discussed and resolved but, there was additional information that was attached for something that was not outlined with the original complaint submitted. However, this is also being addressed separately for Mr. *********.

      Thank you,

      **** ******

      Customer Answer

      Date: 10/14/2023

      This was for an ultrasound and not for a colonoscopy.  I was told by a woman from ***** she had a record of someone there quoting us the $20.00 copay which was paid upon their request prior to authorizing the Ultra Sound.  It is obvious that is what was quoted us by ***** accepting our $20.00 copay.  I asked the woman that called last week for a copy of the record she told me she had of someone at ***** telling me my cost would be a $20.00 copay.  She would not provide me with that document.  If necessary, I will file a complaint with Small Claims Court for the $81.25 bill plus court costs and the cost of having a subpoena served upon ***** demanding the document stating I was quoted the $20.00 copay.

      Business Response

      Date: 10/18/2023

      I appreciate the opportunity to respond regarding concerns of billing/collection practices for clinical services provided to the complainant.

      The complainant outlined has been reviewed, the patient was contacted and this was discussed.

      Out of respect for the privacy and confidentiality of our patients protected ****** 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.

      Business Response

      Date: 10/18/2023

      Hello,

      This in response to the 2nd BBB letter outlining an issue that was being reviewed by ***** after I reviewed the first complaint filed.

      The 2nd compliant outlined has been reviewed. The Patient was contacted,
      complaint was discussed. He has also been provided a letter outlining his
      account for his future reference.

    • Initial Complaint

      Date:09/22/2023

      Type:Billing Issues
      Status:
      ResolvedMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Complaint: 20638615

      I am rejecting this response because:
      I have given the original response to the Better Business Bureau through all documents sent in initial complaint.  I am now requesting a bill adjustment due to the physical and mental maltreatment I had recieved with my care.

      Sincerely,

      *****************left and did not prescribe any pain medications and that i had a UTI but was not perscribed antibiotics. After contacting my primary care physician to review the results, i was finally perscribed pain medications. And was informed that i did NOT have a UTI. I was also not informed by the ** that the kidney stone in my right kidney was partially blocking the urethra, causing a build up of urine in my kidney. I did not pass the kidney stone until Sunday, September 10th. I attempted to file a complaint through 3 separate people on Friday. September 8th, and was unable to until Wednesday, September 13th. I then recieved a letter of apology, saying that the doctor and two nurses were talked to, then charged over $900 for my experience in the **.

      Mercy Hospital Emergency Room
      **********************************************************************
      ******** **, 64836
      **********

      Business Response

      Date: 09/25/2023

      Good morning, 

      Please see the attached letter and I will be following up with the patient as well. 

      September 25, 2023

      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.

      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

      Business Response

      Date: 09/27/2023

      Good morning, 

       I have followed up with the patient and her concern was regarding a different date of service and it has been resolved. 

      Please the attached letter. There is also a hard copy being mailed to:

      BBB
      *********************************************************************

      September 27, 2023

      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.

      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: 09/27/2023

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

      *****************
    • Initial Complaint

      Date:05/04/2023

      Type:Customer Service 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.
      First of all, this is not about an inability to pay. This is about doing the right thing. I am not looking for a handout.

      I started at Mercy Urgent Care on South National, and since I said I had chest pains, after performing an EKG, they sent me to the ER on Cherokee, almost immediately. Upon arriving they did the standard intake procedures, and did ANOTHER EKG. I arrived at 345PM. I proceeded to wait 19 hours to be seen. They put in an IV around 5pm, and did random blood pressure checks throughout the night. Right before I was seen at 9am, they did a 3rd EKG. I felt like 3 EKGs after 19 hours of waiting was a bit out of line. The doctor was very nice (he has since left Mercy) and I left feeling better about myself. Before dismissal I gave the attendant my Medishare card, and said you can bill everything through them. They gave it back to me and I was dismissed around 10am or so, and came home to sleep on the 24th of October.

      A few months later, I finally got a bill in the mail. The bill appeared to be a "cash pay" bill. All charges appeared to be on the bill (EKGs, Doctor Bill, MRI, etc) I called Mercy up and they stated that they did not run my Medishare, and $6985 was the amount needed to close out the bill. While I was speaking to them they touted the "tax season discount" which was 20% of the total balance. I told them I wanted them to run my bill through Medishare, and so they did. My thinking was that the bill would be lower because Medishare would negotiate a lower bill. A few months went by and the bill went from $6985 cash pay, to $8100. Each time I speak to Mercy the bill goes up a few hundred dollars. I have asked repeatedly, why they cannot accept $6985 minus 20% because that is what they suggested was okay all along. I have always paid my bills, and have never had a collection to my name. A proper resolution would be a bill for $5588, and we move on down the road. This way I get what was advertised, and Mercy does the right thing.

      Business Response

      Date: 05/08/2023

      Good morning, 

      We are currently working directly with the patient. 

    • Initial Complaint

      Date:02/15/2023

      Type:Billing Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have been billed after a surgery that my insurance company has said I met my out of pocket. I have contacted mercy on multiple occasions and they send me the standard statement of what I can't do. I was sent to collections even after I setup a payment plan and they accepted my payment.

      Business Response

      Date: 02/16/2023

      Good morning, 

       

      Please see attached letter

      I 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 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.

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