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Business Profile

Medical Service Organization

SSM Health Dean Medical Group

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Medical Service Organization.

Complaints

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

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SSM Health Dean Medical Group has 30 locations, listed below.

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    Customer Complaints Summary

    • 14 total complaints in the last 3 years.
    • 7 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

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

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:02/05/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      SSM issued a notice of a data breach with their customer service company. Their response was that they were hacked. I know through my experience and phone calls with them that they took my social security number when they were not supposed to. Shortly after this phone call I received notice that someone applied for credit cards from ***************** and ***** Bank leaving multiple hard inquires on my credit report. When I addressed SSM about this they brushed it off and told me I couldn't prove it happened. Then in December the letter was released that there was a data breach between July 12 and July 25 2023. Those were the exact weeks I was on the phone with the employees giving my social security number to apply for Commerce credit--which I was informed by another employee that I shouldn't have had to give it to them because it was already in the system. Meaning, multiple employees took my social without actually applying me to Commerce and then tried to take credit cards in my name. SSM ignored me and denied everything. All of the calls I made to them were recorded so they should have it all on record, even the ones that prove the employees took my social over the phone when they didn't need to.

      Business Response

      Date: 02/19/2024

      This correspondence serves as SSM Healths response to Complaint # ******** 

      SSM Health ***************** Serivces offers patients the option of an extended payment plan through our Health Serivces Financing (HSF) Program with Commerce Bank. The Commerce (HSF) Line of Credit can only be used for balances at SSM Health. An account cannot be opened, and the funds sent to the patient or guarantor. There are safeguards in place due to no credit check. Commerce requires two forms of identification, the guarantor SSN and address for the last two years. It is standard process to ask the guarantor requesting the *** to verify these two forms of identification. 

      Information regarding the *********** breach was sent to every individual whose information was present in the impacted servers. If that individual believes they were potentially impacted, they are urged to call IDX at ************. Navvis or IDX will follow up with them after Navvis reviews the information to confirm if they were impacted. There is no connection between the data breach and the Commerce ***. The consumer is urged to contact ****** and discuss their concerns. 

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

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

       

       

       

       

    • Initial Complaint

      Date:01/22/2024

      Type:Billing Issues
      Status:
      Resolved
      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 account number is ************. I was told that i owe $462 for my bills that i paid. Eventually after billing adjustment, **** was reduced to only $80.13 I was told that the $380 will be credited to my CC used to pay the bill couple of months back but i never saw the credit. Every time i call, i have been told that they are working on it. Its over 3 months and money was never credited to my Credit card. Please assist.

      Business Response

      Date: 02/06/2024

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

      The refund of $381.05 was processed and refunded back to the credit card used to make the original payments. It may take up to 30 days for the credit card company to post that refund to the consumer's account. The consumer will need to follow up with their bank for verification. 

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

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

      Customer Answer

      Date: 02/08/2024

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      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:04/10/2023

      Type:Sales and Advertising Issues
      Status:
      Answered
      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: June 24th-26th 2022.My daughter was sent to collections for unpaid bills for an echocardiogram. We never received any statements, "they had us on paperless billing," yet I was still getting sent bills for my services. We have still yet to receive a bill 9 months later. Until a collection agency called me to collect, I had no idea We even had any pending transactions for that service. They failed to do anything to remedy the situation. They also sent me more bills for my service 9 months later, I contacted my insurance company and they claim those services were not even sent to them. Ssm claims they did, but we never received an EOB for those services so it does not add up. I do not believe I owe these.

      Business Response

      Date: 04/24/2023

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

      SSM Health's default billing option for My Chart users is paperless billing. Notifications are based on the users preferences (email, text, phone call, etc.). Both dates of service were billed to the members insurance and both have payments and adjustments indicated on the statements. Both balances are valid for the services provided and both balances remain ************** responsibility. 

       

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

       

      ************** Senior Patient Liaison 

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

      Customer Answer

      Date: 04/25/2023

      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, details of the offer I reviewed appear below.

      [Please type your response here.]

      Regards,

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

    • Initial Complaint

      Date:08/01/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Since I begin going to **** health clinic I have been continuously harassed and accused of drug addiction when I am not a drug addict.I have never been anything but as clear as day and honest about anything about myself with these people and what are they do accuse me of trying to get painkilling drugs for pleasure.When I go to them for actual real help they misdiagnosed me multiple times and again accused me of trying to get painkillers. Because I dont shave because I dont have short hair because I dont work 9 to 5. Im a self-employed author these people have continuously harassed me ridiculed me and shamed me and not provided help for me and charged me thousands of dollars.Ive been sick from Covid for eight weeks I called them and explain to them that I have a urinary tract infection and I need antibiotics. They absolutely lied to me. I called a week later when they told me they couldnt help after I got COVID again.The staff was extraordinarily rude. Beyond rude. They should all be fired. I suspect they should work in an animal yard putting animals to sleep.Id like a refund my money. Id like an apology letter. And Id like restitution for $150,000.To get the antibiotics I needed all I had to do was fill out an application online and pay some $60 The absolute most horrific experience Ive ever had in my life are dealing with the women that live in the city. Absolute BS. I am in the middle of a case where the manager of my cant I just got fired for also falsely accusing me of things.

      Business Response

      Date: 08/04/2022

      August 4,2022

      *************************
      *******************************************************
      Phone: **************
      Better Business Bureau

      RE: ID ******** - *****************************

      Dear *************************:

      This letter is in response to your letter dated August 2, 2022, regarding the complaint against SSM Health **** Medical Group filed with your agency by *****************************. 
        

      We have investigated this matter.  We do not find any evidence that supports *************** complaint.  We find no evidence of discrimination.  We are sorry he did not receive the type of care he expected to receive. We are unable to honor his requests. 

      If you have any questions regarding this matter or require additional information, please feel free to contact me.  Thank you.

      Sincerely,
      **** ****
      SSM Health **** Medical Group Patient Relations

      Business Response

      Date: 08/05/2022

      Via Email
      August 4, 2022
      *************************
      *******************************************************
      Phone:
      (414) 847
      -
      6073
      Better Business Bureau
      RE:
      ID
      17656455
      -
      *****************************
      Dear
      *************************
      :
      This letter is in response to your letter dated August 2, 2022, regarding the complaint against SSM
      Health **** Medical Group filed with your agency by *****************************.
      Due to state and federal privacy laws, we cannot share details of **************** care and treatment with
      SSM Health **** Medical Group unless he provides a signed authorization allowing information to be
      released
      .
      However, we have thoroughly investigated this matter. We reviewed the patients medical records and
      discussed the complaint with his primary care provider. Our review found no evidence corroborating the
      all
      egations made in the complaint filed by ****************, nor did we find any evidence of discrimination.
      Nevertheless, we are sorry he did not receive the type of care he expected to receive.
      Based on our investigative results, we decline ****************
      request
      for
      monetary restitution.
      If you have any questions regarding this matter or require additional information, please feel free to
      contact me. Thank you.
      Sincerely,
      **** ****
      SSM Health **** Medical Group Patient Relations

    SSM Health Dean Medical Group is NOT a BBB Accredited Business.

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