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:04/06/2025

  Type:Customer Service 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.

  Poor care. Abusive nurses who call you names like a child when they dont like the orders written by the dr. **** tell you that the doctors write orders wrong.**** knock you down and drug you to knock you out if they arent knowledgeable confident about taking care of you or if they dont like the drs orders

  Business Response

  Date: 04/07/2025

  I have forwarded this complaint to Patient Relations who will respond after reviewing 

  Business Response

  Date: 04/10/2025

  Response from Patient Relations:

  To Whom it May Concern,
  Thank you for contacting us regarding Ms. ******** concerns.  We view concerns as a priority and an opportunity to find ways to improve our service.
  Ms. ******** concerns were reviewed by the appropriate leaders and addressed. 
  I was able to speak with ********** and her husband on 4/7/25 and again today, and Ms. ******* verbalized satisfaction with resolution to her concerns and stated, Bless your hearts and I appreciate all of you.
  Thank you for the opportunity to respond to Ms. ******** complaint.   We value patient feedback as it helps us to continually improve our services and ensure that we are providing the best care possible.   
   
  Please contact me at ************ if you have any questions.  

   

   

   

  Customer Answer

  Date: 04/11/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:02/14/2025

  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.

  2/13 I asked for the doctor which was Dr. ***** physician on call. I asked him if hed give my brother a different medication for his blood pressure due to my brother blood pressure being 204/104!! The ********* patch was useless. He says no hes going to keep him on thee same medicine for blood pressure. He was extremely dismissive. Then I asked him if he could tell me anything about my brother, he mentioned 2 things. Then said look Im just filling in and dealing with a person having a heart attack down stairs and left!!Afterwards, ***** the **** came address my concerns. She understands the process when you have a neurological problem that its not going to happen overnight. She was extremely knowledgeable and had know problem answering nor *************** forward to 2/14, I specifically went in early to see the actual doctor whos supposed to be treating my brother. Which is Dr ******** I asked him whats next when it comes to my brother memory and well being. He flat out said Im sorry but I dont know what to do!! So to some it up my brother is really in the St Lukes just getting dialysis treatment. I asked if he could be assigned a new neurologist. Or even be transferred to ***************** I was told he has to be accepted. With all that being said, my brother had an amputation months back and needs a sitter in the room since hes had a seizure. From 3pm-7pm he didnt have one. So I asked to speak to the supervisor @8pm hospital supervisor **** on duty stormed in far across the room, neck rolling and hands on her hips asking how may she help me? To prevent me from yelling across the room, I said let me come closer cause it seems like you have an attitude. Verbatim she yelled no I dont, F*** YOU I have somebody for you then storms down the hallway. 20 minutes later security came and **** on duty ******** came. I explained everything thoroughly to the both of them and things were fine.

  Business Response

  Date: 02/18/2025

  Thank you for the opportunity to address this complaint #********. This complaint was addressed as soon as it was received.
  
  Immediate action was taken to address the employees behavior according to St. Lukes internal policy and procedures.
  
  On 2/17/25, the Medical Director spoke with *********,the sister who placed the complaint on behalf of the customer, to discuss her concerns and resolved her physician complaints.
  
  Two emails and a phone call were made to *********,apologizing for the experiences, providing updates and inviting her to contact our Patient Relations team at ************ with any further issues or questions.

• Initial Complaint

  Date:01/22/2025

  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 visited *** Lukes hospital ER on 11/26/24 and was admitted to hospital and stayed till 11/28/24. They did run CT scans, bloodwork, urine etc. After the tests came back abnormal ER ** suggested to admit me to stay in the hospital ( I have recorded the conversation where the ** said he is going to ADMIT not to keep me in Observation) I was in the hospital where they provided pain medication and IV fluids and antibiotics. On 11/28/24 I was released to go home and fallow up with my primary doctor and Gastrointestinal specialist. Now after I received my explanation of benefits and saw ER visit instead ADMITTED I contacted my insurance company and I was told that St Lukes hospital coded me as ER visit/Obesrvation, which is not correct. I am now getting charged more since they claim I was in observation whereas the doctor explicitly said I was being admitted due to my abnormal tests. Insurance claims they ran two pregnancy tests, which only one was run and they claim it happened two days in a row, which seems beyond unnecessary after a negative. On top of that, they gave me a brochure for a smoking consultation when I never asked or agreed to, and was also charged for that. My explanation of benefits shows an amount owed by me is less compared to the bill the hospital sent me to pay. Insurance told me my out of pocket would be significantly cheaper if they coded me as admitted as the doctor said, instead of the in ER/observation they gave me. I have spoke with numerous people in the hospital, but they have not been complying or even remotely helpful. Many of the people I have been in contact from hospital have told me this is happening because of a miscommunication and they are sorry that I am paying the price for, since I was told I am being admitted but was coded as in observation. I requested an itemized bill and I feel as if I have been deceived from everyone at the hospital. This is completely unfair and unjust. I also have all the proof needed. Thank you

  Business Response

  Date: 01/24/2025

  A thorough review of the patients medical record, medical bill, and admission status has been performed by St. Lukes Emergency Room Medical Director and the Manager of ***************. 
  First, the Medical Director found the care provided was appropriate.
  Second, the Manager of *************** found the admission status of Observation was appropriate based on the medical diagnosis and symptoms with which the patient presented at the time of service and was consistent with the plan the physician communicated to the patient. Admission statuses are determined using MCG or InterQual criteria and approved by the patients insurance company during the admission. Generally, hospitals are reimbursed less when a patient is in observation status versus when a patient is in an in-patient status so there is no benefit to the hospital to code the stay as observation instead of inpatient.  The Manager of *************** determined the code was correct. 
  Third, a review of the patients billing records indicates only one pregnancy test was performed and only one test was included on the claim submitted to the patients insurance company.  Additionally, the explanation of benefits reflects only one pregnancy test was included in the reimbursement to the hospital.
  Further, the insurance company processed the claim and applied,$33.12 coinsurance due for the Emergency Room physicians professional services. As for the hospital services, and as St. Lukes employees explained to the patient, the insurance company processed the claim and applied $1,182 towards the patients deductible, $377.06 as co-insurance, and a $250 copay.  The amount due from the patient is $1,842.90 and is the amount reflected on the patients statement.
  Finally, St. Lukes Hospital automatically provides smoking cessation education to all patients who report being a current smoker. Patients have the option to decline but there is no documentation reflecting the patient declined the education.  As noted on the patients explanation of benefits, there was no additional reimbursement to the hospital for this service and the patient was not assessed any out-of-pocket responsibility for this charge. 

• Initial Complaint

  Date:11/14/2023

  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 full right hip replacement surgery on May 24th, 2023. I live approximately 3 hours from the hospital. Before surgery my doctor suggested I stay overnight so that I could meet and work with physical therapist before going home. Surgery went well and I got help from therapist before leaving the hospital. All was good until I received an invoice from the hospital. I have ******** plus a Part G supplement. My total deductible for the year was already paid. I should not have to pay anything else for the remainder of the year. I called the hospital and was not able to talk to anyone that could help me. The only thing I was told was that I owed it and to pay. I've tried calling and only get someone in collections that won't even discuss any help. I've asked to have a supervisor call me. They say ok but a supervisor never calls. I only get recorded calls telling me to contact them. I've talked to my insurance and they said that I shouldn't owe anything. I should not have an ivoice for $318.65. That's even above my total out of pocket with my supplement plan. I should have a zero balance with the hospital.

  Business Response

  Date: 11/14/2023

  I have reviewed ************** complaint and found that a claim was submitted to ******** and AARP.  ******** processed her claim and applied $1,635.30 as Coinsurance plus an additional $531.09 due from the patient as non covered services for self administered drugs.  AARP paid the coinsurance amount due from her but her plan does not cover self administered drug charges.  St. ****'s applied a 40% discount to the non covered charges and is billing ************** $318.65.  ************** called on 8/25/2023 and we explained to her that ******** does not cover drugs that are classified by ******** as self administered drugs when admitted in an outpatient/observation status.  We explained to her that ******** Part D will reimburse her for those charges if she is enrolled in a Part D plan.  ************** did not share with us whether or not she has Part D coverage.  If she is enrolled in a Part D prescription plan, she can submit those charges to her plan for reimbursement once she pays her balance to St. ****'s Hospital. I would encourage ************** to refer to her benefit plan with ******** and AARP if she has questions about her insurance coverage.  Attached is a copy of the explanation of benefits received by ******** showing the non covered charges as due from the patient.    

  Customer Answer

  Date: 11/17/2023

  Complaint: 20867293
  
  I am rejecting this response because:  I spent the night because I live so far away.   I was "never" told that something wasn't covered.   They never told me that I could turn in anything to my part D, nor ask if I had.   

  I could have taken my own daily medication. It was in my bag since I was traveling.   

  This makes no sense.   Someone should have told me.   And there's no way I had $500 worth of medication in one night. 

  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:06/22/2023

  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.

  On 5/26/22 St Luke's and Dr. ****** told me my insurance company Anthem Blue Cross Blue Shield approved my procedure on 5/26/22. Later I found out that this was not approved but denied. I received a letter  on 8/24/22 from Anthem Blue Cross Blue Shield explaining why it was denied and what criteria the doctor should have had me do before the 5/26/22 procedure. The doctor admitted he made a mistake and has not billed me anything for his mistake. So he went on with the procedure. Now St Luke's Hospital keeps sending me a bill for the procedure. My insurance company told me it was denied but the hospital went ahead with the procedure and I will not pay for their mistake. I was not aware that the procedure had been denied by my insurance until the letter I received on 8/26/22.

  Business Response

  Date: 06/23/2023

  We have spoken with Ms. ***** and explained to her that the hospital claim was processed by her insurance company and they applied $1348.02 to her deductible.   There was another claim for this date of service that was submitted for the charges for the physician which was denied and the patient is not responsible for those charges which were not billed to her.  Ms. ***** requested that we appeal her hospital claim.  An appeal was sent as well as additional medical records as requested by Anthem.  On March 21, 2023, we informed Ms. ***** that the appeal had been submitted and if the insurance company reprocessed her claim as a denial for the hospital services, she will not be responsible for the charges but if it is not denied, she would owe the amount determined by her insurance company.  The insurance company has determined that the hospital claim processed correctly and the balance is due by her. 

• Initial Complaint

  Date:04/29/2023

  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 went to a stand alone Urgent Care (on Olive Blvd in Creve Coeur) last fall. I heard nothing from St. Luke's until February when I received a bill for $400 with their intentions to send me to collections. Per my insurance coverage, I have a $20 co-pay for urgent care visits (see attachment). For the last couple of months I have gone back and forth with St. Luke's and ********* *********** St. Luke's says they cannot change the coding on the visit. When it was sent to ****, it was sent over as an emergency room visit, which it was not. ********* continues to stand by the fact that this was paid out per the original coding. St. Luke's says this is an ongoing issue with **** and they are trying to work through it. In the meantime, my account still reflects the balance. All parties agree, I only owe $20, but nobody is doing anything to fix it. As an accountant, I told them, they should move this balance off of my account to a receivable account until they have it worked out with ********* and get any additional payments. I don't understand why it has to remain on my account when it is not my responsibility. I am tired of getting statements that threaten collections. I have also spent too much time on this with no progress. Neither side is willing to do anything. I also know this happened to one of my co-workers and they removed his balance. They are not consistently handling this issue.

  Business Response

  Date: 05/03/2023

  I have reviewed Ms. *****'s account.  Ms ***** presented for Services at St. Luke's Urgent Care Center on 11/23/22.  St. Luke's submitted a claim to Anthem.  Anthem processed her claim and applied $400 to her deductible and $13.58 as co-insurance for a total amount due from her of $413.58.  Statements were mailed to Ms ***** on 2/10/23. 3/12/23 and 4/18/23.  

  St. Luke's Urgent Care Centers meet Medicare's definition of a type B emergency room department and requires charges to be bill on a a UB04 billing form with HCPCS codes G0380 - G0384.  The revenue code 456 indicated on the claim form identifies to the insurance company that services were provided in an urgent care setting.  Ms. *****'s claim was billed appropriately with the HCPCS code G0382 and the revenue code 456.  St. Luke's filed an appeal with Anthem on the patient's behalf requesting that they process her claim according to her Urgent Care benefits.  As of today, Anthem has not reprocessed her claim.  The amount we are billing Ms. ***** is the amount shown as due on her explanation of benefits from Anthem.  I would encourage Ms. ***** to contact her insurance company and request that they reprocess her claim.  I am including a copy of the explanation of benefits received from Anthem along with a copy of the claim form that was submitted by St. Luke's to Anthem which clearly indicates services were provided in an urgent care setting and not in an emergency room.   

   

  Customer Answer

  Date: 05/03/2023

  Complaint: ********
  
  I am rejecting this response because:
  

  I don't owe $400. My coverage for urgent care is $20 and my account needs to be adjusted according.  The issue is between St. Lukes and ****.
  
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 05/04/2023

  As noted in our initial response, Ms. *****'s claim was submitted to her insurance company correctly and indicates that services were provided in an Urgent Care Setting.  St. Luke's is billing Ms. ***** the amount shown as due on the explanation of benefits provided from her insurance company. Because Ms. ***** stated her Urgent Care Center copay should be less than her bill, St.  Luke's filed an appeal on her behalf with Anthem.  As of today, Anthem has not indicated that her benefits were incorrectly assigned by them.  If Ms. ***** believes that Anthem is applying the wrong benefit for her services, we encourage her to contact Anthem directly to have her claim reprocessed as benefit issues are between the patient and their insurance company.   

• Initial Complaint

  Date:01/14/2023

  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 prepaid for two simple health tests on 10/19/2022. It was a self pay, and I paid $165.00 as agreed. I later received an invoice demanding an additional $26.68 with no explanation whatsoever. I called and sent correspondence to St. Luke’s and received nothing in response. Now they have retained a debt collection agency without provided any proof or explanation of why I owe additional funds. I do not owe St. Luke’s $26.88 and never agreed to pay same. St. Luke’s has validated the fair debt collection practices act, and state law. Please fix immediately.

  Business Response

  Date: 01/16/2023

  I have reviewed Ms. *******'s account and found that an incorrect adjustment was made on her account.  The balance has been corrected and now reflects $0.  Ms *******'s account was forwarded to ******** ******, Inc before the balance was corrected.  However, nothing has been reported to the credit bureau and her account has been recalled from the agency.  

• Initial Complaint

  Date:08/18/2022

  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 April 27, 2022, I presented to St. Luke's Hospital for an annual *********. This was scheduled more than six months in advance. Once there, I was taken to the imaging room and a series of images were performed. I was alerted that my results showed some irregularities but nothing of immediate concern that should be addressed. I have had multiple *********s in the past and my insurance has never charged me a fee for this service. Shortly after this visit, I received a bill from St. Luke's for $506.00. In my effort to understand why I was being charged I received the following information: My ************, *** ******** ********, with the *** ***** ******* ********** *****, submitted the order for my annual ********* as preventative. Once I was in the office, a staff member from St. Luke's called my doctor's office and requested that the coding be changed to abnormal ********* or diagnostic. Without my knowledge, the ******* ****** resubmitted the order as requested by the hospital. No one from the hospital had a conversation with me about the impact of the change in coding, especially that it may not be covered under my insurance. I feel this is an ethical issue and that the hospital staff had the responsibiltiy to ensure I understood what testing was taking place and what the impact may be. I liken this to going to the auto garage for an oil change and being charged for replacing a battery without being told. In an effort to resolve this issue, I reached out to St. Luke's hospital. I explained the situation and that I didn't believe this was an ethical way to operate. My concern was forwarded to patient relations who determined that this isn't a patient relations issue. I have upoaded a letter stating that the origninal order from my doctor (and the reason I presented to St. Luke's) was for a preventative annual ********* and they were called and asked to change the order. I do not feel I should be liable for this bill since I had no knowledge of this.

  Business Response

  Date: 08/22/2022

  On April 26, 2022, *** ****** was scheduled for a diagnostic ********* and an ********** of the ***** ****** to be performed on 4/27/22.  These tests were recommended by the *********** based on results from her previous exam in October 2021 which was discussed with her that appointment. St. Luke’s ******* ****** contacted *** ******** ********’s office on 4/26/22 requesting an order from the physician so the test could be performed when the patient arrived on 4/27/22.  *** ********’s office faxed an order for a diagnostic ********* and a ***** ****** ********** on 4/26/22 at 10:36 a.m.  St. Luke’s was able to confirm these orders with St. Louis Women's Healthcare Group,  where *** ******** was on staff at the time. 
  
  *** ********’s Office Manager initially provided a letter to *** ****** dated 8/12/22 indicating that the request for the physician's order from St. Luke’s was received on 4/27/22; however upon further consideration and review of documentation provided by St. Luke’s, specifically copies of the order for a diagnostic ********* and an ********** of the ***** ****** written on *** ********’s prescription pad that was signed by *** ********, *** ********’s Office Manager agreed the information she initially  provided in a letter to *** ****** was incorrect, and the request from St. Luke’s for the order was in fact made on 4/26/22.  *** ********’s Office Manager also indicated to St. Luke’s that she will contact *** ****** with this updated information and will send a corrected letter to her.
  
  According to our records, *** ****** was aware that the services she received was communicated to her prior to the service.   St. Luke’s performed the testing exactly as ordered by *** ********, and at no time were the orders changed or altered. 
  
  *** ****** also had a diagnostic ********* and ********** as ordered by *** ******** on April 15, 2021.  *** ******’s responsibility after her insurance paid was $49.50 which was applied to co-insurance because her deductible had already been met.  *** ******’s financial responsibility for her April 26, 2022 tests is higher this year due to the amount remaining to meet her deductible.     
  
  St. Luke’s apologizes for any confusion on *** ******’s part regarding the difference in the amount she owed last year versus this year after having the same diagnostic tests done.  We performed the tests exactly as ordered by her physician and billed them appropriately.      

  Customer Answer

  Date: 08/23/2022

  Complaint: ********
  
  I am rejecting this response because:  When I made my appointment it was for an annual preventative *********.  My doctor originally sent in the orders for exactly that.  Again, I attached the original letter verifying exactly what I said, it was originally a prenentative screening.  When you called the office and asked that they be changed, I was not made aware of that.  I don't believe that you operate in an ethical manner in requesting changes without a patient's consent or even notifying them.  This is unacceptable and unethical.  
  
  
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  Date:08/11/2022

  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.

  While making an appoint for my regular annual checkup, I asked if *** ******* ** ***** was in ******* network, the answer was 'Yes'. But after seeing the doctor, I was billed $128.75, it turned out that *** ***** is in network of ***** *** but not ***** ********* which is my plan. *** *****'s office staff gave me the wrong answer and caused me this unnecessary payment. DO NOT recommend.

  Business Response

  Date: 08/12/2022

  I have reviewed this patient's account and found that the physician's office is in network with this patient's insurance company.  A claim was submitted to her insurance company and they processed it and applied $128.75 towards her deductible.  The patient has called multiple times regarding her balance and this has been explained to her.   

  Customer Answer

  Date: 08/12/2022

  Complaint: ********
  
  I am rejecting this response because:
  
  My plan, ***** *********, covers preventive annual checkup 100%.  Please see attachment file ******************** 

  *** ***** is not in network with *********, Please see attachment file ************************************************** which was sent by my insurance company. 
  

  Your office staff told me that *** ***** is in my network which is wrong information and caused me this $128.75 unnecessary charge.  Even now you still say *** ***** is in network, which is wrong again.  ***** ********* covers 100% for this preventive care. 

   

  It's unfair for me to pay this charge which is due to your wrong information.  If your office stuff has simply told me to find out whether *** ***** is in or out of my network, I would have found an in network doctor and have avoided this charge.  So this cost should be on you. 

  
  Sincerely,
  
  **** ***

• Initial Complaint

  Date:07/22/2022

  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 seen at an urgent care facility owned by St. Lukes Hospital and my insurance company denied the claim because the bill said I was seen at an emergency room. Also, I was double billed for not only an urgent care charge but for an outpatient charge which is the same thing. This constitutes double billing which is not fair and probably not legal. I wonder how many other people have been double billed.

  Business Response

  Date: 07/25/2022

  We have been working with the patient for several months trying to get this resolved with her insurance company.  All of the codes on the claim have been reviewed and have correctly been billed to her insurance company.  She presented for services at St. Luke's Urgent Care Center and her claim was billed with a revenue code 456 which identifies an urgent care Center. There is nothing on the claim indicating that services were received in an emergency room.  The claim has a charge for the urgent care center facility fee and a charge for the professional fee in addition to lab work.  We have filed an appeal to her insurance company on her behalf and made several phone attempts to her insurance company requesting that her claim be reprocessed according to what she indicates her benefits should be. The amount that we are billing the patient is the amount that shows as her responsibility on her explanation of benefits from her insurance company. As of today, her insurance company has not reprocessed her claim indicating that her responsibility is different.  We have provided the patient with documentation to support the billing of her claim and encouraged her to escalate this issue with her insurance company if she believes that her claim has been processed incorrectly according to her benefits.