Business Profile

Hospital

St. John Health System

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Complaints

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

Customer Complaints Summary

14 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:05/07/2025
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.
I have been attempting to resolve ongoing billing and insurance issues with Ascension St. John Medical Center in ***** for the past 3+ years. Despite repeated efforts, Ive encountered an unacceptable lack of responsiveness and accountability.Each time I contact their billing department, I am either:Routed through an endless phone tree with no human response,Connected to a call center that is unable to assist, or Promised a callback from a supervisor, which has never happened.Ive had multiple procedures at ************, and every single time, theyve failed to correctly process my insurance. I am covered under two insurance policies, yet they consistently bill only one, ignoring secondary coverage and resulting in overcharges and unnecessary out-of-pocket expenses.I am asking for:Formal acknowledgment of this long-standing issue Correction of all outstanding billing errors A clear, efficient, and direct way to contact a local billing supervisor, not a third-party call center or automated system This pattern of mismanagement has caused repeated stress and wasted time. I want a resolution process that actually works, and access to someone who is empowered to fix it.
Business Response
Date: 05/08/2025
Will work with the consumer directly to resolve.
Customer Answer
Date: 06/04/2025
I am rejecting this response because: I have not heard from anyone at St John recently...when I have spoken to St John billing in the past, they have not been helpful with anything other than taking payment. They do not seem to understand how health insurance works in America, and only seem to be trained to follow a narrow script. The only outreach I have had from them has been from this kind of representative who is not a manager and does not work state side.
Initial Complaint
Date:02/20/2025
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.
To Whom It May Concern --My name is ***** J **** II and I need to file a complaint against this party for a "service" rendered on 11/25/24. My opthomologist, along with another specialist, advised me that I need a retina reattachment. The clinic that I was referred to by my doctor to have this done was full until after the New Year. However, my original doctor said that I went to the emergency room at this carrier and told them my situation, I could have done it quicker because I did not want to risk my sight more than it already was. I went to the emergency room per her suggestion and was admitted within an hour of my arrival. The only thing they did to me during admission was take my vital signs. They then proceeded to take me to one of the patient rooms and I waited there 2-3 hours for them to find out what needed to be done. After that amount of time had passed,, the attending doctor came back & told me that the hospital didn't do the surgery as I was told. I was, therefore, released with no other procedures or anything done. I then received my original invoice from this party for $382.75, which I couldn't believe. I called their customer service department & asked them to see if they would lower the fees based on what happened. They called me back and said nothing would be done towards it.
Business Response
Date: 02/21/2025
We will work with the consumer directly.
Initial Complaint
Date:11/21/2024
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.
On September 6th I went in for a breast biopsy and was required to pay 1026 upfront to cover all costs. I am now receiving several bills from radiology and pathology saying that I owe them. I have contacted the billing office several times and have never gotten a clear answer where that money went. I also have had trouble with them sending my claims to the wrong people for insurance after explaining it to them several times.
Business Response
Date: 11/22/2024
We will work with the consumer directly to resolve.
Customer Answer
Date: 11/22/2024
I am rejecting this response because: this your responsibility. Your billing department has messed up by billing the wrong people for my insurance. I have explained to them 10 or more times the right people to bill to and they still get it wrong. Now I am getting final notices from radiology saying my bill is going to collections. This needs to be fixed!
Business Response
Date: 11/25/2024
Will work with the consumer directly to resolve.
Initial Complaint
Date:07/19/2024
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.
Date of service 3/22/2024.I have ******** and AARP United Health Care for my supplement, the supplement has no deducible for me. St **** is billing $4.76 towards a deductible. I have called for 3 months with late notices, last week a supervisor was to call back but never did. I mailed documents to them. I have received late notices on this.
Business Response
Date: 07/23/2024
We will work with the consumer directly to resolve.
Business Response
Date: 07/24/2024
Business
Most Recent Message
Date Sent: 7/23/2024 9:24:04 PM
We will work with the consumer directly to resolve.
Initial Complaint
Date:06/13/2024
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.
All calls mentioned were made to ************, the number on the bill.04/03/2024 - I had a procedure completed, at which time the hospital collected $1,000.00 from me after telling me insurance wouldnt cover any of my costs. 04/16/2024 - I received notification from my insurance company with a 04/09/2024 date showing my insurance company covered the entire cost.On the same day, I called to get information on how to get a refund and was told they were showing that everything appears covered by insurance but to call back in two weeks to request the refund after they actually received it from the insurance company. I was told they would not call me and they would never refund my money if I didnt call and request the refund.05/03 - I called back to request a refund. I was told there was definitely an overpayment of $1,000.00 and the refund was requested and could take as much as 30 days to see on my credit card.05/27 - I chatted online requesting a status update and was told to wait one more week for the refund.06/03 - I called and was told I should have my refund back on my credit card by 06/07.06/10 - I called and was told to wait another 7-10 business and my refund MAY be issued in that time frame. For the first time, I was told there may be delays caused by some data leak.There is no dispute about the amount of money I am owed. I keep being lied to about timelines in which to expect a refund of my money and now they are saying I may see my refund after waiting another two weeks.I want your assistance in obtaining the refund of the undisputed $1,000.00 owed to me by the hospital.
Business Response
Date: 06/13/2024
We will work with the consumer directly to resolve.
Customer Answer
Date: 06/17/2024
I have reviewed the business response and accept this resolution.
Initial Complaint
Date:06/11/2024
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.
My insurance company UnitedHealthcare is stating we owe $373.33 for the services from 2/23/24, however ********************************** has charged us $4741.62 and is refusing to update the bill per the *** from the insurance company. If there is a dispute about the cost this should be between the healthcare provider and the insurance company as they have a contract and are in network providers. I shouldnt be stuck in the middle and expected to make payments on this.
Business Response
Date: 06/14/2024
We will work with the consumer directly to resolve.
Customer Answer
Date: 06/14/2024
I am rejecting this response because: No effort has been made to resolve my billing issue
Business Response
Date: 06/14/2024
We will work with the consumer directly to resolve.
Customer Answer
Date: 06/17/2024
I am rejecting this response because: There has been no resolution
Initial Complaint
Date:02/12/2024
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.
In December 2023 I had an appointment for my annual ******** wellness exam. Someone from the office called and said the person that was to see me would not be there and wanted to reschedule me for January 3rd ****. I told them that would not work as I would then have to pay a ******** deductible all over again, and December would not cause me to pay because I had fulfilled my deductible for 2023. The person wanting me to reschedule assured me that because this was my annual ******** Wellness visit, I would not be charged because it was free. I agreed based on that information. February 8 ****, I received a bill from St. *************** in the amount due of $89.99 part of my deductible. I reached out to their billing department and was told that the clinic must have coded it wrong and to contact them. I contacted them and was told that, yes, they did the ******** wellness check plus tacked on a standard office at the same time. In truth I spent more time waiting in the exam room then I did speaking with the Doctor, nothing more than, How are you doing, you look good. My complaint is that I would not have a deductible to pay if I was told the truth because I would have never agreed to the change and canceled. Trying to resolve this I was basically told to bad pay the bill. They need to fix their error or lie and either drop the charge or reimburse me if I am forced to pay. What happened to ethical behavior in this country?
Business Response
Date: 02/12/2024
Will work with the consumer directly to resolve.
Customer Answer
Date: 02/15/2024
I am rejecting this response because: as of this date 2/15/24 I have heard nothing from them.
Business Response
Date: 02/16/2024
We will work with the consumer to resolve directly.
Initial Complaint
Date:11/20/2023
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 received a bill for six physical therapy sessions held between May 23 and July 6 of 2023 on July 21, for $1501.49, reflecting insurance adjustments of $651.26, but no coverage from my insurance because my deductible had not been met. I appealed this lack of coverage from ********** the explanation of coverage in the benefits booklet was very badly worded, and I believed that my sessions were going to be covered at 80%. Imagine my shock to learn, after 6 sessions, that they were not. That appeal with ********** was denied, and now I am requesting a settlement with ********* St. John Medical Center in *****. If this bill had been processed and delivered to me in a timely manner, I never would have come back for so many sessions. This feels like surprise billing of the sort that causes people to not trust our health care system. According to timeline on the itemized statement in my ***** ********* confirmed the first insurance adjustment on June 13, after the first three of my sessions. If the ***** or even a cost estimate, had been provided to me at that time, I would have cancelled the remainder of my sessions. I have called ********* four times in as many months attempting to connect with anyone who could appropriately negotiate a settlement plan. The first time I was given a fax number for an outside medical records company. The second time I was given a fax number that failed due to insufficient line quality and an email address that promised a response within 5-7 days and did not respond. Central customer service is unable to connect me with anyone helpful because this location refuses to provide a contact person. Meanwhile, I receive continued Past Due notices that threaten collections action, despite my repeated, documented attempts to resolve this.
Business Response
Date: 11/28/2023
We will work with the consumer directly to resolve.
Customer Answer
Date: 01/08/2024
After an effort to resolve this with the *************************** Ascension St **** stopped answering my communications after December 6 and without informing me sent my bill to a debt collector on December 19. Despite months of ongoing attempts on my part to resolve this issue. I am deeply unsatisfied.
Business Response
Date: 01/09/2024
Will follow up with the consumer.
Initial Complaint
Date:05/11/2023
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 am being balance billed by St. John Ascension for date of service 12/30/2023 and all billing issues/questions are routed to international staff that have not been able to resolve this.
Business Response
Date: 05/25/2023
We will work with the consumer directly to resolve.
Business Response
Date: 05/31/2023
We will work with the consumer directly.
Customer Answer
Date: 06/01/2023
I have been lied to about who will follow up when and request that this complaint is not closed yet.
Initial Complaint
Date:10/17/2022
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.
I had a simple COVID test at the drive through of St John Clinic at Bartlesville Oklahoma in Feb. 2021. The test cost and associated cost is supposed to be covered by my insurance company 100%, which means I own $0 to St John Clinic. However, according to St John Clinic, I own them $60.05 after insurance and they kept sending bills to me. I contacted St John Clinic billing numerous times, including the physician's office. I was told I should talk with my insurance company. So talked with my insurance company. My insurance company agreed that my responsibility is 0$ for this case. They have been trying to work with St John Clinic Billing department to resolve the issue many times. They have sent the updated EOB (explanation of benefit) to St John Clinic Billing department. They tried to call their billing department many times to get this resolved. The bills did stop for about half a year, so I thought this was resolved. Then early this year, the bill showed up again. I called my insurance company and the hospital again. The insurance advocate again tried to work with the St John to resolve it. For the second round of struggling, the last bill I got was in Aug. 2022. I thought it was resolved. However, I got a call from the collection agency this morning. Apparently, instead of working with my insurance company, St John sent my bill to the collection.
I have never owned any debt in my life. St John Clinic's irresponsibility in their billing to its customer and unwillingness to make any effort to resolve the issue is frustrating. My bill is not big but because of St John's attitude toward the issue, I will stand my ground. I won't pay 1 cent if it is not my responsibility. St John Clinic will be responsible to correct the bill, clear my name, remove the wrong debt and restore my perfect credit. They own me apology for numerous hours I spent on hold trying to talk with them and the phycological stress I
have had because of this billing issue for the past 1.5 years
Business Response
Date: 02/01/2023
Business Response /* (1000, 5, 2022/10/18) */
We will work with the consumer directly to resolve.

Consumer Response /* (3000, 7, 2022/10/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I haven't received any information from them trying to resolve the issue. Nobody from St. John ever contacted me for this issue.

Business Response /* (4000, 9, 2022/10/28) */
We will work the consumer directly to resolve.

Consumer Response /* (3000, 16, 2022/11/11) */
Please reopen the case, the case should not be considered as closed at this stage.it is not resolved. I was contacted by the hospital after my last reply to you by email stating they need 45 days to review the case. They even stated the location of my covid test wrong in that email. I have experienced the same reply several times when I tried to work with them previously. None of times they have removed the bill for me. My request is for them to cancel my out of pocket bill, cancel the collection agency case and reply formally to me stating that I don't own anything to them. The hospital has already got big portion of payment from the insurance company.

Business Response /* (4000, 18, 2022/11/15) */
Will work with the consumer to resolve.

Consumer Response /* (2000, 20, 2022/11/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The hospital risk management team initiated the investigation. I received a document last night stating the collection case was pulled back and my bill has been adjusted off. I appreciate that the management team has treated this case seriously, performed an investigation and had a proper resolution. I also want to thank staff of BBB diligently follow up the complaint. Happy holidays to all.

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St. John Health System is NOT a BBB Accredited Business.