Business Profile

Hospital

Mercy Health Partners

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Complaints

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

Customer Complaints Summary

25 total complaints in the last 3 years.
4 complaints closed in the last 12 months.

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

Initial Complaint
Date:01/10/2025
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.
In late January of 2024, I received a bill from Mercy Health (Mercy Hospital **** on February 8. Mercy Health of *** ***** insisted they never received the check (verified by my research the last 10 months). The check was cashed by ***** ***** **** which is headquartered in Cincinnati. The check included all the information about the account, etc. into which the money was deposited. There are no ***** ***** ***** in *** *****, they do, however, have numerous ATMs. I filed a fraud police report with the ****** and a bank fraud case with ** ****. I learned through my research that there is a Mercy Health System of Ohio and Kentucky.

I called Mercy of Ohio/Kentucky system and they stated that if they had gotten this check it would have been sent by means of a cashier's check with no reference to me or my check. They indicated they do not have a "lock box" with any of these entities. They would give me no more information. I called ***** ***** **** multiple times buy they have not been very cooperative of helpful. This bank indicated they had sent the money to Mercy Health to Mercy's lock box.

I visited ** **** numerous times. They helped me set up a new checking account, etc. ** **** sent me verification forms for myself and for Mercy of *** ***** to sign indicating we were not getting any money from some sort of kick back. Mercy Health *** ***** would not give me the name, a number, or a location of a person to speak to in person, and someone who could verify all these issues. I have written multiple letters to the presidents of both banks and I have included verifying documents and fraud report numbers for them. This has taken a lot of time and commitment over these 10+ months. Still, I do not have the $980. So, I have decided to contact the BBB of *** ***** and of Cincinnati. I am now also contacting the *** (******** ********* ********** ******) and the ******** Attorney General. I am $1960 in the hole for this mess. That is, the original $980 (check ****** dated Feb. 1, 2024) a second check **** dated May 6, 2024 for $1030, written due to threats of collection agency and loss of my excellent credit rating: $1030 is $980 + 2 doctor visits of $25 each). I don't know how or why this happened but I had believed that banks and hospital systems had impeccable records. Now I know that they do not. ***** ***** **** cashed the check with all the pertinent information on the back of the check, yet they have not reclaimed the money for me. I am willing to provide any information for you which I have collected. My cell phone number is ###-###-####.

***** ***** ****'s latest correspondence stated they had made a final decision, communicated it to me, and that they would not be attending to this issue any longer.

** **** has put a provisional deposit in my account for $980 which cannot be used. They stated they were waiting on ***** ***** **** to respond.
Business Response
Date: 12/16/2024
Good morning,
Our office has never received this payment as it was made to Mercy Health in Cincinatti, OH. Patient has been advised of this; we are unable to assist.

Customer Answer
Date: 12/30/2024
I have spoken to the Cincinnati, OH Mercy Hospital. No one seems to have my money.
Business Response
Date: 02/17/2025

02/17/2025

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

Re: Better Business Bureau of Cincinnati
********

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

Thank
you for taking time to reach out to *** ******* Mercy Health to explain your
concerns. We appreciate your cooperation with our team. We have conducted a
full investigation in accordance with our billing practices to resolve this
matter fairly.

We
hope that our resolution was helpful in addressing your concerns. If you have
any further concerns, please contact our customer service department at
###-###-####.

*** ******* Mercy Health remains
committed to the provision of quality care to its patients. We thank you for
sharing your concerns with us as this feedback provides us with an opportunity
to evaluate areas for continuous quality improvement.

Sincerely,
Tamela C****
Mercy Quality of Care Coordinator
Initial Complaint
Date:01/02/2025
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.
My husband is a patient of Mercy Health. He receives several services a year and we consistently pay all invoices. In July of 2024 we received a collections notice for $115.99 for Mercy Fairfield Hospital. My husband has never been to Mercy Fairfield hospital and we always pay our invoices on time. I contacted the collections agency to dispute the charges. they provided an itemized statement for two dates 11/28/23 and 1/9/24 both for Colorectal Cancer Screening. My husband did not receive Colorectal Cancer Screenings on those dates.
On August 12 2024 I called Mercy Billing to dispute the charges. They said someone would contact me back in 30 days. I never received any contact back. In December of 2024 I received another notice from the Collections agency. On 12/31/24 I contacted Mercy Billing again. They saw the note from when I called on August 12th, but could not tell me why we had never been contacted back. They also said they had requested the account be removed from collections, but that they did it wrong. I asked to speak with a supervisor, they said I would have to have a supervisor call me back.
Mercy cannot provide me with any reasonable explanation for these charges, I have attempted to contact them multiple times and never received a resolution. I am requesting that these charges be removed, and the account be removed from collection. Furthermore, I no longer trust what I have been billed in the past. I am requesting an itemized list of all charges for the last 2 years and all payments made so that things can be reconciled. We often receive bills from Mercy 12+ months after services have been rendered. We would like to request that bills be sent within 30 days of service.
Business Response
Date: 01/15/2025
Tell us why here.Bon Secours Mercy Health Business Office
**** **** *****
****** **** *****

1/15/2025

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

Re: Cincinnati Better Business Bureau #********

Dear Ms. ****,

Thank
you for taking the time to reach out to Mercy Health Fairfield to explain your
concerns. We appreciate your cooperation with our team. We have conducted a
full investigation in accordance with our billing practices to resolve this
matter fairly.

We
have tried multiple times to contact you regarding your complaint, without
success. Please contact our customer service department at ###-###-#### to
discuss your concerns.

Mercy Health Fairfield remains committed
to the provision of quality care to its patients. We thank you for sharing your
concerns with us, as this feedback provides us with an opportunity to evaluate
areas for continuous quality improvement.

Sincerely,
T***** C****
Mercy Quality of Care Coordinator
..
Initial Complaint
Date:12/01/2024
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.
My sister was admitted she wanted to go home The nurses told me she would have been a burden to me and my neighbor's.. she kept telling me she wanted to go home but the nurse refused, two months ago I spoke to a nurse she worked for mentally disabled people she said it wasn't right I'm seeking thirty million dollars I spoke to my attorney he said if I need help someone at the firm would help me this also happened at the Fairfield hospital as well The nurses refused to let my sister come home
Customer Answer
Date: 12/13/2024
I was My sister's POA
she kept saying she wanted to go home They refused to let her go
I should have talked to a doctor and signed her out
Customer Answer
Date: 12/16/2024
Yes I gave permission for the hospital to care for my sister
Her name was ******* ********* she passed away the day before Easter, she was at the Montfort heights hospital
And also the Fairfield hospital as well
Business Response
Date: 12/17/2024
December
17, 2024

Better
Business Bureau
1
E. 4th, Suite 600
Cincinnati,
OH 45202
ATTN:
Dispute Resolution Specialist

RE: BBB Cincinnati Complaint Number *************

Dispute
Resolution Specialist,

Thank you for contacting Mercy Health and
relaying concerns with ******* *********** visit to Mercy Fairfield Hospital on
3/14/2024. We have contacted the patient’s brother, **** *********, and working
on a resolution.

Mercy Health continually strives to meet the
highest standards of customer service and quality care. We are fortunate when patients bring concerns
to our attention, as we recognize problems that go unnoticed are missed
opportunities for improvement.

Sincerely,

Vicki R*********
Patient Advocate
Mercy Health Fairfield
Hospital
###-###-####
Customer Answer
Date: 12/17/2024
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.

Regards,

**** *********
Initial Complaint
Date:08/10/2024
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.
The care I received at Mercy Hospital was good, but the billing system there for my care as a 100% Disabled Veteran was really poor. I have contacted them in person and over the phone concerning a Hospital bill they have improperly submitted to the VA.
I am still getting bills ($216, now $285) for service the ** would pay for but Mercy Hospital doesn't know how to take care of the billing issue.
Business Response
Date: 08/13/2024
Bon Secour Mercy Health

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

08/13/2024

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

Re: Better
Business Bureau *********

Dear Billie W.
Childers:

Thank you for
taking the time to reach out to Mercy Health ******** to explain your
concerns. We appreciate your cooperation with our team. We have conducted a
full investigation in accordance with our billing practices to resolve this
matter fairly.

We hope that our
resolution was helpful in addressing your concerns. If you have any further concerns, please
contact our customer service department at ************.

Mercy Health
******** remains committed to the provision of quality care to its patients. We
thank you for sharing your concerns with us as this feedback provides us with
an opportunity to evaluate areas for continuous quality improvement.

Sincerely,
V****** B****
Mercy Quality
of Care Coordinator

Customer Answer
Date: 08/13/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, but until I receive a letter from Mercy Hospital and the Collection agency clearing my credit records of these two late bills, i will not consider these issues closed.

Regards,

****** ********
Initial Complaint
Date:05/28/2024
Type:Billing 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.
I am receiving several text trying to collect a payment. I or my wife have not received any services from Mercy Health please stop texting me.
Initial Complaint
Date:04/08/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 2-21-24, My mailed check for $50 was deposited by Bon Secours HB, ** *** ******* Cincinnati, OH, *****. When I called in on 3-6-24 to make a further payment, My statement did not reflect the $50 check I had paid. They gave me an email address to send a copy of Check, Front and Back so they could investigate. I followed through on this and made my next call in on 4-3-24. Eventhough, the investigation turned up The Check, My Statement still didn't reflect it. The lady, I spoke with on the phone confirmed that the check was found and approved in system, on 3-11-24. She could not give me a timline on when they would adjust their error, even after my proof of payment. Since they won't fix, their billing error at my expense, I'm reaching out to you. This Bill has been questionable, from the start as I get mailing Statements, but it doesn't appear in their online Portal. A few other useful pieces of information are (1) My Guarantor Number which is ********* and (2) Statement Date which is 2-25-24. Thank you for your attention in this matter and please feel free to reach out, with questions. You helped me resolve a Cable Billing dispute, several years ago and I'm hoping you can do the same here! Kind Regards, ******* ********
Business Response
Date: 04/17/2024
Good morning,
We have reached out to the patient, and we were able to have a discussion about the findings and the resolution of their concerns.
I was forwarded this case from our Cincinatti office and after our investigation, we were able to connect with the patient and provide our findings and the resolution to their concerns. We've also sent a letter to the patient confirming the conversation.
Thank You,
*******
** ***
Customer Answer
Date: 04/21/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ** ********* and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.

Regards,

******* *******
Initial Complaint
Date:02/23/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was diagnosed with leukemia in June of 2023 and I have been hospitalized a total of over 40 days. I have a hospital indemnity plan that pays me $100 a day for every day that I'm in the hospital. I submitted all the necessary forms to Mercy billing back on November 14th. To this date my insurance company is still not received any ubo4 forms from Mercy billing. When I call Mercy billing they apologize and that's about all I get. I'm sure I and other people take out these hospital indemnity policies to help with finances, but appears Mercy may be dragging their feet and lacking compassion. I have called numerous times and I get absolutely nowhere, this is becoming quite frustrating because of my cancer I have many bills I have to take care of, and I can't get money that's due to me. My insurance company said it's not a hard task for a billing department to provide ub04 forms, but it appears Mercy seems to have a problem doing so. I've dealt with another hospital requiring ub04 forms, and I received them within two weeks.
Business Response
Date: 03/08/2024

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

Re: Better Business Bureau # ********

Dear ****** ** *******:
Thank you for taking time to reach out to Mercy Health ******** to explain your concerns. We
appreciate your cooperation with our team. We have conducted a full investigation in
accordance with our billing practices to resolve this matter fairly.
We hope that our resolution was helpful in addressing your concerns. If you have any further
concerns, please contact our customer service department at ###-###-####
Mercy ******** remains committed to the provision of quality care to its patients. We thank you
for sharing your concerns with us as this feedback provides us with an opportunity to evaluate
areas for continuous quality improvement.
Initial Complaint
Date:12/04/2023
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.
February 2023 I had Arthroplasty Cervical Disc Replacement surgery conducted by Dr. Jed V************. The billing for Dr. V************ is handled by the hospital system he uses, *** *******. I am retired from the ** *** *****, so my insurance company is ******* ****. A few months back I started receiving a bill from *** ******* for $868.84. I have already satisfied my deductible and cost share so I knew this was incorrect. I called ********** and was told it would be resubmitted for coding. I continued to receive the bill so I contacted *** ******* a gain and they said there was no history of the bill being resubmitted. In an effort to resolve the issue I contacted ******* ****. I was informed by ******* **** that Dr. V************ received authorization to conduct the surgery, but on the day of the surgery PA Stacey M******** was part of the surgery as an attending physician. There was no authorization for PA M******** to participate in the surgery or to charge me for her attendance. I called *** ******* again with this information, but still no resolution. I should not even be involved in this nonsense; this should have been, and stills need to be resolved by *** *******, *******, and Dr. V************. I should have never received a bill.
Business Response
Date: 12/21/2023
Good Morning,
We are currently still working to investigate this case with the insurance company to determine the appropriate actions needed to bring this patient concern to a resolve.
We are asking the BBB for an extension while we continue this investigation to assure we take the appropriate actions.
Thank You for your consideration, patience and understanding.
Kenny M.
Customer Answer
Date: 12/21/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.
I cannot accept the response from the business as a resolution because a solution has not been offered. The business is requesting an extension from BBB. An extension is okay with me. This request must be answered by BBB.

Regards,

***** ****

Business Response
Date: 01/12/2024
We have completed a review of your account ending in ****
for date of service 02/22/2023. According
to *******, you chose the Point of Service option for your care, rather than
utilizing the Primary Care Manager. By electing the Point of Service option,
services were provided by an Authorized ******* Provider, but not an in-network
provider. The PA’s participation in your care did not impact the out-of-pocket
cost. We suggest that you contact ******* if you have any more questions about
how the claim was processed. Your current responsibility stands at $868.84.
Please give our office a call directly to discuss the options available to
satisfy your balance. You can call
###-###-#### between the hours of 8am and 5pm, est.
Kenny M****
Customer Answer
Date: 01/12/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.
I just talked to ******* and was told that ******* accepts responsibility for the payment and the payment will be made within the next 30 days. Please allow the 30 days for the payment to go through. The reference number from ******* is: ******.

Regards,

***** ****

Business Response
Date: 01/23/2024
Good afternoon,
We spoke with a ******* representative on 1/19/24, who
confirmed that ******* would accept responsibility for the payment for your
services. Your account will be placed on hold for 30 days while the claim is reprocessed.
We suggest that you keep in contact with ******* to assure this claim is being
processed appropriately and let our office know of any changes.
Sincerely,
Kenny M****
Customer Answer
Date: 01/23/2024
Better Business Bureau:

Mr. M****, Thanks for the update, and thanks for your commitment to help resolve this nonsense.
I want to correct an inaccuracy in this process. I did not choose the Point of Service option for my care, and I did utilize the Primary Care Manager. I know you started that ******* said this is what happened, but it is not true. This is something that *** ******* could have seen from their records since I had a referral and my surgeon is in network. I was told, once again, the last time I talked to ******* that the reason it was not paid was because the surgeon brought his PA top the surgery and she was not authorized and it looked suspicious. Thanks, I will keep a close eye on this as you suggest, or should I say continue to keep a close eye on the issue. The fact that I kept a close eye one this issue is the reason we are here now having this discussion in BBB. Perhaps I should have never received the bill in the first place. I am glad this worked out and I truly appreciate your efforts, it is just a shame I had to call *** ******* and ******* so many times over the months. Thanks again

Regards,

***** ****
Initial Complaint
Date:12/02/2023
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 am being double billed for an emergency room visit for a 2.5 cm laceration to my thumb. I have a bill from “Mercy Health” and a bill from “Acute Care” BOTH charging for the same visit/care that occurred on 10/16/2023.
Business Response
Date: 12/18/2023
please see the attach response letter
Initial Complaint
Date:11/13/2023
Type:Billing Issues
Status:
UnresolvedMore 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'm writing you because my experience with the billing department is unacceptable!!! I've been dealing with these guys since April of this year yes you read that correctly. Basically I had a procedure done I paid For the procedure to get the 20% off. I have the receipt. so when I got the bill I was surprised. I sent a copy of my receipt so they could look in to it. They get back and said the check bounced. I knew that wasn't true but I check with my bank said check never came through. I sent them that info. I begged for a call never got a call. Before I write another check I would love to know what happen to my first check. No-one can tell me that. I got a letter from a collection agency about this. So I sent them the receipt. Please help me understand why noone could tell me about this. Instead they sent my to collects. Please advise why this happen and one one double tell me where my check went. Please read the chats

Guarantor account *********

Receipt ********
Business Response
Date: 01/02/2024
12/07/2023

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

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

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

Re: Concern ID: Cincinnati Better Business Bureau # ********

Dear ****** *******

Thank you for taking time to reach out to ***** ****** ******** to explain your concerns. We appreciate your cooperation with our team. We have conducted a full investigation in accordance with our billing practices to resolve this matter fairly.

We have reviewed the billing for the account ending in *****. As of 12/7/2023, the balance for the account is $0.00. We have closed your account with *****, a non-reporting agency. We apologize for the inconvenience our billing system has caused you.

We hope that this response is helpful in addressing your concerns. ***** ****** ******** remains committed to the provision of quality care to its patients. We thank you for sharing your concerns with us as this feedback provides us with an opportunity to evaluate areas for continuous quality improvement.

Sincerely,

Valerie B****

Mercy Quality of Care Coordinator

Customer Answer
Date: 01/02/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below. The file you attached is corrupt. Also never got the receipt promised!!!!

Regards,

****** *******
Business Response
Date: 01/10/2024
Mercy Health Business office

4605 Duke Drive

Mason, Ohio 45040

12/07/2023

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

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

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

Re: Concern ID: Cincinnati Better Business Bureau # ********

Dear ****** *******

Thank you for taking time to reach out to ***** ****** ******** to explain your concerns. We appreciate your cooperation with our team. We have conducted a full investigation in accordance with our billing practices to resolve this matter fairly.

We have reviewed the billing for the account ending in *****. As of 12/7/2023, the balance for the account is $0.00. We have closed your account with *****, a non-reporting agency. We apologize for the inconvenience our billing system has caused you.

We hope that this response is helpful in addressing your concerns. ***** ****** ******** remains committed to the provision of quality care to its patients. We thank you for sharing your concerns with us as this feedback provides us with an opportunity to evaluate areas for continuous quality improvement.

Sincerely,

Valerie B****

Mercy Quality of Care Coordinator
Customer Answer
Date: 01/10/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below. Still waiting on the receipt that's was promised!

Regards,

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

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Mercy Health Partners is NOT a BBB Accredited Business.