Complaints

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

• Initial Complaint

  Date:10/17/2024

  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 was informed via my credit report that I received a derogatory mark & a - 26 point credit hit on 9/26 by a debt collection agency (******* ********* ********). I called the agency & they told me there was an outstanding balance of $1,775.65 from 8/26/2020 under my son's name (labor & delivery). I was, in no way shape or form, ever contacted by ensemble billing or a debt collections agency. I never received an email, a physical piece of mail, or notification in ******* portal. All of my accounts from the labor & delivery of my son were paid in full. All of my accounts have been at a $0 balance for over a year. I was ACTIVELY (monthly) paying my patient responsibility balance. I reached out to Ensemble about the outstanding balance & why I was sent to collections. I was told multiple times on the phone (9/27, 10/4, 10/11, & through the email attached in the photos section) that I had a ZERO dollar balance & was told on the phone, every single time, that I was not in collections. The rep also told me each time ******* ********* ******** is not a agency they work with. I asked for an itemized bill multiple times over the phone and each time the customer service rep said that a bill would be sent within 3-5 business days. It was never sent hence why I reached out through email to Ensemble. Throughout the entirety of the email exchange (see photos attached) they would not tell me what the outstanding balance was for & who the provider was even though I asked MULTIPLE times. They finally gave me an itemized bill but the balance remaining at the bottom is still $0. There is one small line that says "non Medicare bad debt" with no explanation. They told me through this email chain that only NOW that itemized bill was available to view in the ******* portal and it is the first time I have ever seen that itemized bill that they curated on 10/15/2024. This collections debt is inaccurate and unfair - I was never notified & my credit is suffering as a result of their mistake.

• Initial Complaint

  Date:10/09/2023

  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 received health attention on 3/14/2023 at ****** ****** ****** ******** ******** and at the time , I had given the front desk staff my insurance card when I was checking in. Which the lady evidently never out my info in maybe because I have ********? And from out of state? Don’t really know the reason but regardless, as a result , I received bills totaling a little over $5,000 ! And even though I had made payments to the bill (which I shouldn’t have been billed anyway being on ********) , my bill was STILL sent to a collection agency which has been harassing me for payments!! In addition, when I informed them of my insurance and they put the info in the system on 9/28/23, they said there was a note in the system stating they had called my insurance and that I didn’t have coverage at the time of service! Which was a complete lie brocade I called my insurance company and confirmed I have been covered since 9/2022. So today , I spoke to Jane from valley health (who was very rude ) and she told me she was putting my insurance in the computer “as we speak” even though this info has been given several times before.

• Initial Complaint

  Date:02/06/2023

  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.

  Good Morning, Below are screenshots showing proof of payment for Guarantor Number ********* for which a $50 monthly payment plan was set up.  The balance on Guarantor # ********* was $174.38 on 1/26/2023.  I tried to pay it in full online and by phone on 1/26/23 & was told by a Customer Service Representative that I could only mail payment in because for some reason her system was not working to be able to process my payment.  I do not like writing my credit card number down and mailing it so I paid directly at my primary care provider's office.   I have called Customer Service twice and requested to speak with a supervisor two times regarding this and have had my billing concern not resolved nor was I able to speak with a supervisor.  When I call Customer Service I am not assured that this will be resolved, nor am I given a straight answer of how many number of days to resolve.  Because I have been unable to get the money that I paid moved to the correct account through advocating for myself I have filed a complaint with the Better Business Bureau.  This is for a medical bill, however, it has nothing to do with patient care - it is solely an accounting issue with Ensemble Health Partners who processes and does the revenue cycle management for the hospital in which I received care.   The $174.38 that I paid on 1/26/2023 with my **** Credit Card is sitting unassigned. Screen shots of proof of my payment is attached as JPEG document. The payment processed was applied to my account with Guarantor # ********* which is my Guarantor # under the new **** system (**** is an electronic medical record software program).  However, the $174.38 needs to be moved to my Guarantor # under the OLD **** system which is  Guarantor # *********. My receipt, my credit card statement, and proof of where my payment was applied and where it needs to be applied are all included in JPEG supporting documents. Thank you in advance for your assistance, ******* *******

  Customer Answer

  Date: 02/26/2023

  Dear *** ********,
  
  Thank you for your recent communication regarding the closure of my consumer complaint that was assigned ID ********.  I did want to let the BBB know that although the billing office did not reach out to me personally, I did continue to check on the bill that I was contesting and the billing office did in fact make good on my request to move the payment in full to the correct account and made the billing adjustment that I requested to show a zero balance.  I have kept screen shots of this for my own records and I wanted BBB to know that my billing adjustment was made and I am grateful for that.
  
  Thank you for your time and work on this.
  
  Sincerely,
  
  ******* ******* 

• Initial Complaint

  Date:10/22/2022

  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.

  This company is billing me and damaging my credit rating eventhough I provided them with proof that I did not sign for any services to be performed on my grandchild. The child’s mother signed for them but the company continues to attempt to get the money from me for payment. I wasn’t even living in the city of ********** at that time & neither was the child. They continue to report me to the credit bureaus as owing them money, which I do not. I have discussed this with them several times to no avail. The following is my last contact with the company who did not respond after I brought them documents proving that it was not my signature on the consent form. They continue to falsify information by continually putting this on my credit as delinquent. Read the following to which no one ever responded. Hello **** *****: I am ********** *******. I was able to talk to Mr. Michael B****** today in regards to the case concerning ****** ********** date of birth 3-11-2004. The collection agency is continuing to report this as delinquent and I thought after having spoken with the attorney generals office that your offices were going to attempt to fix the situation. I have tried to reach you several times and left several voicemail messages and we played phone tag for quite some time and I even left a message verbally with one of your fellow workers. I dropped off some documented information to Mr. Michael B****** today. It shows that I did not sign for the services that were rendered to ****** *********. I also presented my drivers license to indicate that I lived out of state at the time and was not aware of this incident until after services had been rendered once I was billed. It is my hope that we can resolve this matter once and for all. Please give me a call at ###-###-#### or email me here. You can touch base with Mr. Michael B****** in regards to those documents he made copies of and we can proceed from there. Thank you so much.

  Business Response

  Date: 12/22/2022

  12/19/2022
  
  
  ********** *******
  **** **** ***** ******* 
  **** **
  **** **** ** *****
  
  Re: Concern ID: Cincinnati 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.
  
  In review of your request, we understand your position and have approved an adjustment in the amount of $1,753.00, bringing the account to a zero balance. We have notified the credit agencies to disregard any negative reporting regarding this medical encounter with our facility. Please allow 60 days for your credit report to be updated. 
  
  We hope this has thoroughly addressed your concerns. Mercy ******** Hospital remains committed to the provisions 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: 01/09/2023

  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 have attached the response from Valerie B**** who stated she was working on my complaint. I have had no updates since that time, therefore I remain unsatisfied.
  
  Regards,
  
  ********** *******
  

  Customer Answer

  Date: 02/20/2023

  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. 
  
  Regards,
  
  ********** *******
  

  Business Response

  Date: 02/20/2023

  ********** *******
  **** **** ***** ******* 
  **** **
  **** **** ** *****
  
  Re: Concern ID: Cincinnati 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.
  
  In review of your request, we understand your position and have approved an adjustment in the amount of $1,753.00, bringing the account to a zero balance. We have notified the credit agencies to disregard any negative reporting regarding this medical encounter with our facility. Please allow 60 days for your credit report to be updated. 
  
  We hope this has thoroughly addressed your concerns. Mercy ******** Hospital remains committed to the provisions 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