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Business Profile

Home Health Care

American-Mercy Home Care

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Home Health Care.

Complaints

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

Find a Location

American-Mercy Home Care has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

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    • American-Mercy Home Care

      4000 Smith Rd Ste 200 Cincinnati, OH 45209-1967

    • American-Mercy Home Care

      PO Box 633733 Cincinnati, OH 45263

    • American-Mercy Home Care

      2300 Wall St. Suite D Cincinnati, OH 45212

    Customer Complaints Summary

    • 2 total complaints in the last 3 years.
    • 1 complaint 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:10/05/2024

      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.
      Every visit to my mom ( less then 5) her vitals may have been taken and nothing's else was done. After ten to fifteen minutes of talk they left. Insurance gets charged and the one thing I needed help w was ignored.
      This is fraudulent. What was charged to insurance if nothing was actually done.
      My mom, dad and aunt are staying w me. Mom is a full lift and sometimes pivot sometimes not. Dad is a pivot and needs help w everything and my aunt is mentally challenged. Mom needs her attend changed and assistance with a sponge bath. As a single mom I took all three in and talked to American Mercy in tears because my back continues to go out. I work full time and can't afford any help. Mom would be stuck in urine until I could get home from work. They were supposed to help get us an aide or bed bath for her. A month went by and I had to throw my back out today giving her a bath in bed. I called American Mercy back and they claimed insurance denied the claim because their home visit notes said my mom had a caregiver at my house and I live there. I guess it was assumed in could just do it, which I have been, but I still work full time. Again, I'm a single mom. I have zero help and American Mercy has done nothing helpful! Only charged insurance. I had a friend stop over to help twice and I can't afford a regular care giver. If they do not provide any services then insurance should not have been charged. I'm at the end of my rope and disgusted with American Mercy. My mom is stuck without a shower because I only have a tub I cannot lift her into.

      Business Response

      Date: 10/16/2024

      October 15, 2024

      BBB
      1 E. 4th, Suite 600
      Cincinnati, Ohio 45202

      Re: ID ********

      Dear ***** ********,

      In response to the concern outlined in your letter received on October 10, 2024. The initial patient referral for services
      was based on the needs of the patient and specified only nursing and therapy services. The plan of treatment was
      established by the physician and included recommendations by the agency to include aide services and a social worker
      evaluation.

      Following that initial assessment and established plan of treatment, insurance authorization is requested for each visit
      completed by the agency. Insurance authorization for home health aide services was requested on 9/23/2024 and a full
      denial for Aide services from the insurance company was received on 9/25/2024. After a review of the patient’s clinical
      record from the insurance company, the denial reason was stated as “ due to lack of medical necessity.” A copy of the
      denial letter was sent directly from the patient's insurance and was mailed to the home address of the patient and the
      physician was also made aware of the insurance denial by American Mercy Home Care. An initial aide visit was
      attempted while awaiting authorization and the patient declined the visit by the aide. Insurance authorized 6 nursing
      visits and the agency completed 5 visits and the final authorized visit is to be completed the week of October 14, 2024
      for an agency discharge. The agency attempted to offer a Social Worker evaluation to further support the patient and
      that visit was also declined by the patient on 9/22/2024.

      Please be advised we take every concern seriously and attempt to mitigate any issues. Please feel free to contact me if
      you have additional questions. I may be reached at ###-###-#### or ***************************.


      Sincerely, 

      Tara H**** *** ***
      Director of Clinical Services
      4000 Smith Rd.
      Cincinnati, Ohio 45209
      Phone:###-###-####
      Fax: ###-###-####
    • Initial Complaint

      Date:02/15/2024

      Type:Service or Repair Issues
      Status:
      UnansweredMore 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.
      S/W *****a – American Mercy Home Care
      Inquired why no home health aid available
      Initial conversation manager stated that in order for mom to receive a home health aid Mom has to have collaboration in services with therapy, skilled nursing
      2/15/24- ***** described a slew of services and couldn’t confirm or verify the amount of hours insurance confirmed or denied my mom to have and then she advised that a manger would be calling me back but still hasn’t provided a home health aid services

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