Complaints

This profile includes complaints for SSM Health Dean Medical Group's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  SSM Health Dean Medical Group

  1808 W Beltline Hwy Fitchburg, WI 53713

• 

  SSM Health Dean Medical Group

  1450 Eastside Rd Ste 120 Platteville, WI 53818-9800

• 

  SSM Health Dean Medical Group

  703 14th St Baraboo, WI 53913-1538

• 

  SSM Health Dean Medical Group

  310 Parker St Boscobel, WI 53805-1633

• 

  SSM Health Dean Medical Group

  500 S Madison St Ste 2 Lancaster, WI 53813-2045

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:06/02/2025

  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 had my wisdom teeth removed in May of 2024 by Dr ***** ****** at *** specialty. Prior to surgery I called his office and they told me it was pre authorized by my insurance and everything looked good on their end. I went through with the surgery and it was not in fact pre authorized. I appealed It with my insurance and was denied again. I tried to resolve it with *** since they told me it was pre authorized and Dr ****** no longer works there and the office is completely gone so there was no one to help me. I resubmitted it to my dental insurance and they paid $749.50. The check was sent to *** in January of 2025. They never applied the check to my balance despite me calling and messaging them multiple times. I told them I was waiting for them to apply that payment before paying the rest of the balance. I messaged multiple times and they told me they were looking into it with no update. They ended up sending my account to collections despite them still reviewing the account. *** then said the dental insurance needs to resend the check and put a stop on the old one. Dental insurance will not do this because the check was already cleared back in January by ***. I have spent so much energy and time resolving this issue with no success. I paid the whole balance with collections besides what my dental insurance paid but *** has still not resolved this. I shouldnt have had to pay the $4,000 to begin with because I was told it was pre authorized to begin with.

  Business Response

  Date: 06/09/2025

  This communication serves as SSM Health's official response to Complaint ID: ********.
  
  According to the Explanation of Benefits provided by the patient, the **************** processed the claim without denial and issued a payment of $749.50 to the provider. SSM Health successfully identified and posted this payment to the patients account. The account balance was subsequently reinstated from collections, with no negative impact on the patient's credit.
  
  Thank you for providing us with the opportunity to address this matter.
  
  SSM Health ***************** Services 

• 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 set an appointment for a consult with Dr. ****** *******. I received and have an estimate for $599 He spent less than 10 minutes in the office, looked up my nose. asked me what my insurance is and said " I have to write up a prescription but it won't work and I don't care if you even use it but insurance won't cover anything unless we do this for 5 weeks". Then I get a Bill for $2,499.00.

  Business Response

  Date: 05/30/2025

  Please see attached. 

  Customer Answer

  Date: 05/30/2025

  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, details of the offer I reviewed appear below.
  
  Even in the paperwork sent me stated "if bill is more than $400 over estimated price it must be discussed". There was NO discussion and if the 10 second look up my nose is a separate procedure worth $1900 that should have been discussed.

  Again I believe they were trying to fraud insurance and I am calling them out. I am not going away and will only pay when  the bill gets to $599. Also, the statement being out of network, The doctors website lists United Health Care???
  
  Regards,
  
  ******* *******

  Business Response

  Date: 05/30/2025

  SSM billing is addressing concerns.

  Thank you.

• Initial Complaint

  Date:03/30/2025

  Type:Product 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 filing a complaint and asking for your help in getting my money back from SSM Health Dean Medical Group.On January 24, 2024, I entered into a contract for hearing aids. I paid out of pocket $4085 for the full amount of the hearing aids. I was in contact with the audiologist and expressed concern that the aids were not helping enough. She advised me to come back in and try another pair. The second paid was cheaper in cost than the first pair and the audiologist told me the difference would be refunded to me with a few weeks. The 1st pair was returned and I was fitted with the second pair on March 19, 2024. The second pair of aids also did not work out so those were returned on May 14, 2024. In the span of trying the 2nd pair, the refund due for the difference in cost of the 1st pair was not received. And since the second pair was also retruned, the entire refund has not been *********** daughter has made numerous attempts to receive information on where the refund is and why it has not been received. Month after month, she was simply told it was in process, and was never allowed to speak to anyone above the customer service agent who took the call.I have also been refused a meeting with anyone higher in the company to discuss the situation. At no point, has anyone ever said that I was not entitiled to the refund, or that the refund was not ********* daughter has reached out to ombudsman and Rock County ADRC and no one has been able to help resolve the issue.I still have not received a refund of any amount.I have MyChart correspondence regarding the refund of the cost difference that should have been recvd right away and also correspondence regarding the return and refund expected for the entire contract,less a possible restocking fee. I am granting you permission to speak with my daughter - *** ******, her phone number is ************. My phone number is listed above, if you need my verbal consent. I am 82 years old and need her assistance.

  Business Response

  Date: 05/30/2025

  Please see attached. 

• Initial Complaint

  Date:02/03/2025

  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.

  I am contacting you to resolve what I believe are coding errors. During my annual doctor's, I received AMB referrals to Allergy and Hematology/Oncology to potentially establish care with a local oncologist for ongoing surveillance following my breast cancer diagnosis in 2017 - Ive had no cancer since 2018 and take no cancer inhibitor drugs. The allergy referral was merely for a bee sting, which occurred months before to determine, if allergy testing was needed.I made both of the appointments for Allergy and Hematology/Oncology within the *** health network and both doctors are in-network for me. I believe both visits were mistakenly miscoded with higher complexity codes due to the following: 1) neither visit had a high level of complexity; 2) no comprehensive examinations; 3) no coordination of care; 4) neither visit lasted more than 25 minutes; 5) no medical decision making; 6) no diagnosis; 7) no tests were ordered; and 8) no need for ongoing medical care with consistency and continuity over time from either of the physicians. The Allergy visit was coded as ***** and the Hematology/Oncology was coded as ***** with an Add-On - G2211. Please refer to page two to see coding criteria.Given the errors in coding for the allergist and the hematology-oncology visit, my invoices for the bill-of-services are both inappropriately high. I have been unable to connect with the allergist and the hematologist-oncologist to correct the coding. Nor have I received any response from the billing department to address my billing concerns. The charges are out of line for a new patient visit and are significantly high by industry standards locally and nationally especially for the services provided. The providers were competent but the coding and billing is outrageous and very disappointing.. Neither rise to the level of a comprehensive exam both were brief consultative appointments. I am requesting recoding to ***** to accurately reflect the level of care provided.

  Business Response

  Date: 02/20/2025

  This correspondence serves as SSM Health's response to Complaint # ********. 

  The complaint states two visits were mis-coded resulting in higher out of pocket cost to the patient. 

  Two visits were reviewed for coding accuracy, which resulted in one claim being recoded and rebilled and one claim verified as correct.  A separate correspondence is being sent to the patient that explains the review and the steps taken to resolve the complaint. 

  Thank you for allowing us the opportunity to respond to this complaint. 

  ***** SSM Health ***************** Experience 

  Customer Answer

  Date: 03/02/2025

  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, details of the offer I reviewed appear below.
  
  The charges are still way out of line for the ********* area even for the upcoded visits according to both FAIR Health & Healthcare Bluebook.

  Code           Upcoded Charges by SSM Health       Fair Health                      Healthcare Bluebook

  99205           $682                                                         $541                                  $443

  99243           $518                                                         $363                                  $223

  G2211           $99                                                           $38
  
  Regards,
  
  **** *****

• Initial Complaint

  Date:01/30/2025

  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.

  Wellness visit only was scheduled and took place on 10/3/24. Wellness visit went as expected and lasted less then 30 minutes. SSM **** than billed my insurance for a wellness visit AND an office visit. The wellness visit was covered by my insurance as expected and I was charged over $530 for the office visit that did not happen or was never mentioned or referred to during the visit. I've asked SSM multiple times to remove the charge as being erroneous or provide me what portions of my visit were not part of the *** covered wellness requirements. All I've gotten in response is, " we reviewed and it's coded correctly", which is unacceptable. I brought no new issues or problems to this physician that I've seen previously and I answered the questions that she asked. At no time did we venture into anything that I would have made an office visit appointment. I've talked to multiple SSM people and no one has been able to clarify the situation or remove this mistaken charge. I'd like this charge removed and more clarity provided on why I was charged and why no one seems to be able to address the situation appropriately.

• Initial Complaint

  Date:07/04/2024

  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.

  On 01/06/2022 I received emergency care from SSM Health - *********************** in ***********. At the time of the emergency room visit, they asked for insurance information. I had insurance through my employer at BC BS of IL and through my husband's employer, Anthem BC. In March 2023, I received a letter from SSM stating Anthem BC denied the claim stated that I had other insurance. I contacted them giving them the information for the other insurance to be billed. In April 2023 they sent me a letter that subscriber information was not found. I again notified them of the other insurance. Between April 2023 and April ************************************************************************************************************************* April of 2024, I contacted both Anthem and BC BS of IL to coordinate information with SSM. **************** even called SSM to let them know what they had to do . SSM did not do what needed to be done. Instead, they continued to send me letters that I was responsible for the full amount and demanding payment. I had started sending them $100 a month as that is all I could afford a year ago while trying to straighten this out. In May of 2024, I was again called SSM giving them all the insurance information for about a sixth time along with the address to send the claim to. They finally sent the bill to the correct insurance company BC BS of IL. However, because they had wasted the last two years, the insurance denied the claim because it wasn't filed timely. I immediately called BC BS of IL who then called SSM and spoke with a ******* in the business office. They told BC BS of IL they would write off the claim and return the payments I made, ******* stated to give her a week. I gave SSM three weeks; called and spoke with **** who told me no such thing would be done and I'm still responsible for payment and it will be sent to collections. I called BC BS of IL for assistance and they told me all I could do was file complaints against them.

  Business Response

  Date: 07/22/2024

  This correspondence serves as SSM Health's response to Complaint # ********. 

  SSM Health billed claims the insurance provided by the consumer and received denial for Coordination of Benefits (COB). SSM Health mailed a letter to the consumer in April 2024 requesting she contact both insurance carriers and update her COB information, which she states was completed. SSM has now received a denial for timely filing and has exerted its right to appeal the denial and pursue payment. The consumer is not currently receiving statements during the appeal process.  If the appeal is overturned the patient will receive a billing statement according to the **** If the appeal is upheld the charges will be adjusted for the timely filing denial. The appeal process can take up to 90 days to resolve. 

  Thank you for allowing us the opportunity to respond to this complaint. 

  ***** SSM Health ***************** Services 

  Customer Answer

  Date: 07/26/2024

  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, details of the offer I reviewed appear below.
  
  On 6/10/2024, BC BS of IL agent and myself on a three way call spoke with ******* at SSM Health who accepted the denial for timely filing and said it would be submitted to the insurance department for write off and they would refund the amount I paid because there was nothing owed on my part. She said this would take 7-10 days to process. I called two weeks later and was told no such action would be taking place. I then contacted SSM health again after speaking with both insurance companies to find out if there was an appeal process. I was told the appeal process for both of them and forwarded this information to SSM health. I feel as the consumer, I should not be doing their job and gathering all this information. Every time I have contacted SSM health, the response I get is its being escalated or being sent for review. I have never received any follow-up phone calls or response. The only phone calls I received from SSM were automated phone calls for payment. I have asked to speak to a supervisor or someone from this escalated department several times and have never received a response. SSM health has been dragging their feet on this claim for two years and have not done their due diligence in collecting payment from the insurance company. Because of this, I have been put into an undue hardship in trying to pay this bill. Im requesting that SSM health return the payments I made and write off the claim. 
  
  Regards,
  
  ************************************

• Initial Complaint

  Date:06/30/2024

  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.

  Early last month, I sought urgent medical care because I had lost my voice and I needed a doctor's note since I needed to get off work. I recently moved and the *** health urgent care clinic was nearest to me, so I went there for treatment. Worried about whether this clinic is in my insurance network, I showed my insurance card to the check in staff, and they told me that it was approved and they are in-network. Turns out, they had lied to me, and now I have a $1125 out of pocket bill they are asking me to pay.Since I had been misled and lied to while I was unable to talk to my insurance company, I request that this bill be taken off completely and any expenses created by my visits be entirely funded by *** Health such that I have no financial responsibility in it whatsoever. Misleading and lying to your patients about insurance coverage is downright evil and *** Health should not ask a ***** from me after what they've done. You've stressed me out beyond belief these past few weeks and even thinking about dealing with this situation seriously frustrates me. Please spare us both of the frustration of this situation and just remove this bill.

• Initial Complaint

  Date:05/08/2024

  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.

  Please see the attachment.
  Click here to Get the File - use the Password: CFD3A859
  ************************************************************************

  Business Response

  Date: 06/05/2024

  ******************, 

  I am writing you to inform that I have received this complaint and actively working on it.  I am currently waiting on the Outpatient Pharmacy leadership to review and respond back to me to assist with a response.  May I please be granted with an extension to provide a response to the customer's complaint. 

  Thank you,

  ************ 

  WI Regional Manager

  Regulatory, Compliance & Accreditation

• Initial Complaint

  Date:04/26/2024

  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.

  **** Health wrongfully charged my account $1,180 without prior notice. They claim the charge was for retro payments and claimed that my spouse was on my policy for 3 months and then terminated because she is on ********* However, when I filled out my application on Marketplace for 2024, my spouse was never on the application. She is pregnant and was put on ******** on Nov 2023 and still currently on ********* My monthly premium is $97 and they retro charged me for my wife being on my policy despite her never being on my policy to begin with.I've called ********************* several times with little to no answers on a refund status. Nobody can explain why they made the mistake to begin with. I even had a 3 way call between myself, Medica, and the Marketplace. The Marketplace rep told Medica that this charge should have never occurred because my spouse was never on my 2024 health plan application. These employees have lacked transparency on why this mistake occurred and can't provide me details on a refund. I feel as if I've been robbed. They even have the audacity to disconnect my calls over and over again. They overdrafted my accounts and have caused major inconveniences in my life putting a major strain on my finances. They need to make this right and refuse to!!

• Initial Complaint

  Date:02/13/2024

  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 transaction: 12/13/23 Provider name: *************************** I was charged ************** Low 20 Min - ***** (CPT) on top of my preventative maintenance charge and asked what it was for. SSM ************************ will not provide the details of what my charge is for. The customer service will only provide the definition of what it is. I asked for specifics - I had a pap smear and a charge associated with that, a vaccine and that charge, a preventative 'wellness' check, and confirmed the drugs I'm taking and side effects I'm having. There was nothing else discussed. The doctor did ****** what impact may be with a drug I'm taking. Nothing further. I asked SSM to provide details of what that charge was for and they won't. They keep replying it was answered. The first reply was it was answered on 2/7, and today, I get a response it was answered on 2/9....so they aren't seeing any answers to why I'm being charged specifically above the charge of a wellness visit. I want the specifics and transcript of the charge. This was a WOMANS HEALTH visit and it wasn't coded that way. ******* I spoke on the phone yesterday said it was coded as new patient and preventative but should have been a woman's wellness. So some of the team sees a correction is needed but they won't review it, or reply to my email with the details. I've paid the bill to avoid collections but the business is overcharing where they shouldn't be or they are unable to provide evidence of the charges therefore a charge should not be there.

  Business Response

  Date: 02/17/2024

  This correspondence serves as SSM Health's response to Complaint # ******** 

  Discussion and treatment of chronic conditions are outside the parameters for a wellness visit and will incur an additional office visit charge. 
  
  The patient is requesting the transcript of the visit conversation that indicates service was provided outside of the scope for wellness. This patient has an active My Chart account and visit notes can be viewed in My Chart. The patient may also go to SSMhealth.com, sign an authorization and request a copy of her medical record.

  The billed charges are correct for the services provided. 

  ************** SSM Health ***************** Serivces 

  Customer Answer

  Date: 02/23/2024

  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, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  
  Regards,
  
  *************************

  Customer Answer

  Date: 02/26/2024

  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, details of the offer I reviewed appear below.
  
  [I have called to ask for a specific transcript due to the charge.  They won't provide it to tell me specifically what the charge is for. There was no additional discussion that warranted a charge above annual maintenance (other than a 3 minute ****** review on medical reactions).  I reviewed ******* and there is no explanation for the charge. I reviewed the *** and there was no indication of what the charge was. I have all the definitions but my complaint is that the charge doesn't match the record. They can not provide any details of what was discussed and why I was charged.]
  
  Regards,
  
  *************************

  Business Response

  Date: 02/28/2024

  This correspondence serves as SSM Health's second response to Complaint # ********. 

  **************** is requesting a transcript of the visit that will justify the billed charge for an office visit over and above the wellness visit. Due to privacy laws and HIPAA, any transcript that is part of the medical record must have a signed authorization for the release of that record. **************** can go online to SSMHealth.com and request the information she is seeking by completing the authorization form. She may also go to any SSM Health hospital in person and request her medical record by completing the signed authorization. SSM Health is not able to fulfill her request on this platform. 

  Thank you, 

  ************** SSM Health ***************** Serivces