Complaints

This profile includes complaints for University of Missouri Health Care's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  University of Missouri Health Care

  1 Hospital Dr University Of Missouri Health Care Columbia, MO 65212-1000

• 

  University of Missouri Health Care

  4215 Philips Farm Rd Ste 113 Columbia, MO 65201

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:04/22/2025

  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.

  MU Health in ********, ** sent me to a collection agency on ONE of the TWO accounts that are on their monthly auto pay system. They are taking $83.46 per account monthly which is $166.92 a month. I didn't have to remember to send a payment as it was automatically taken from my bank account every month. Yesterday, there was a collection letter in my mailbox. MU did not CALL me about this. If they did try to call, or email, they were using the wrong information. About a year ago, I received a call from them asking how I wanted to pay one of the bills. I told her I was already on auto pay. She looked in her system and stated,, "oh my apologies, I see that now". I never heard from them again. Just the notices of when the money will be taken from my account. This is ridiculus. Being on thier auto pay and they still sent me to collections??? !!! I tried calling before 4:30 pm yesterday and agin this morning. "All operators are busy" I sat on hold with no one answering for over 30 minutes. The email tab on thier pay portal is not working either. By sending a medical bill to a debt collector, does this violate ***** ? I find it very unnerving that they sent me to collections when payments come out automatically !

  Business Response

  Date: 04/23/2025

  I have reviewed the patients account and can confirm an online payment plan is in place for the balances that were sent to collections. I have requested the balances be pulled from collections so patient can continuing paying her account. The collection agency works for MU Healthcare and are authorized to work accounts. this is not a HIPAA violation. 

  Customer Answer

  Date: 04/23/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution.  Thank you to MU Healthcare for checking into this and allowing me to keep the auto pay on both accounts. 
   
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:12/17/2024

  Type:Product 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.

  The University of Missouri Hospital quoted me my deductible for my hearing aids and the insurance paid all but $370 of it and they owe me a refund in the amount of $3300. This has been going on since beginning of September and I have been trying to get them to refund me with no success. As you can see in the image I made the initial payment using my care credit card and then paid off the balance of this same card.

• Initial Complaint

  Date:02/13/2024

  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.

  My wife and I had our second child at the University hospital on 12/8/2023. We have decent insurance, but I am detail-oriented and make sure that we're not paying for things we shouldn't since hospitals are notorious for medical billing errors. We received our first bill a couple weeks later, and I immediately called to request itemized billing, because their summarized billing is a farse. Of course, they make this as inconvenient as possible to discourage the practice (e.g., wait on hold, request, request again, can only send out by mail, etc). We finally received our itemized billing in early January 2024 and I went about auditing the bills. On one bill, there were several duplicated items, several times on the same bill. I called back and immediately launched a dispute on said charges. It's notable that they also intentionally break out each item that they charge your insurance for, but then only give an aggregation/bulk amount of what your insurance covered at the bottom (purposefully obfuscating whether insurance covered any/all parts of any particular line item).I was told that it could take a week to investigate. It's been 3 weeks. I've called back weekly to request an update on the investigation and also request a callback from a supervisor each time. I receive no callbacks, and the repeated excuse that I keep getting is that "we just went through a merger." Their merger isn't my problem, and I've dealt with only one company this whole time.As icing on the cake, when I called back today, the *** requested that I provide him with the detailed information about the dispute again...as if they didn't already have it. Clearly someone is lying -- I'm guessing at this point that they just tell you they're working on it and then wait until your time is up so they can send you to collections. If that's not a predatory practice, then I don't know what is. I requested to be sent to their client advocate services, but they declined, saying they wouldn't help us.

  Business Response

  Date: 02/16/2024

  patient contacted customer service on 1/9/24 requesting itemized billing. this requested was produced and mailed on 1/10/24. customer serviced received another call on 1/26/24 asking for a pay off discount. customer service advised MU does not offer pay in full discounts as balances are assigned by insurance and based on their benefits. patient states they have done this in the past. no records if prior discounts. no supervisor calls were requested. 

  Customer Answer

  Date: 02/16/2024

  Complaint: 21288121
  
  I am rejecting this response because: rhe business clearly did not review the last call in question, where a supervisor was definitely requested. They should review that call. Also, the bill audit has been repeatedly confused between departments, whether it be university hospital or university physicians group, and they keep passing me back and forth between the units each time I call. Clearly the "other" unit has more records involved in this particular billing dispute.
  
  
  
  Sincerely,
  
  *************************

  Business Response

  Date: 02/20/2024

  last note on records shows patient called 1/26/24 about a pay off discount. MU healthcare does not offer pay in full discounts. We have asked for additional calls to be pulled to determine if supervisor was requested. 

• Initial Complaint

  Date:02/11/2024

  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.

  Well I used the mu urgent care in ********** mo .the initial visit charged 128.oo up front .paid it .then latter on got a bill for almost ****** .which with the ****** down then the other240 which brings the office visit to 345 dollars rest was lab which I don't dispute .which charging a person almost 480 for a **** test is ridiculous .I've never had this problem .

  Business Response

  Date: 02/12/2024

  ************* ordered a POC UA which was also sent for culture. Patient was prescribed an antibiotic, and referral was made to establish care at Family Medicine.
  patients charges were $440.35. patient paid $128 up front for selfpay services to be seen, The remaining balance of $312.25 was turned over to collections as of 1/18/24.

• Initial Complaint

  Date:12/18/2023

  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 Sept. 13, 2023 I was seen at the MU Health Care PT office inside the Y in Ashland, MO. I was told by the receptionist that my appts had been pre-approved by my insurance co. and was given a printout of all future appts listed. On the right hand side of the page was a column labeled Copay. Under the copay section was $30 per visit. I was scheduled for 8 visits after the initial 1 on this page. I went to 3 and then my pain became worse and I canceled all future appts. On Oct. 16th, I received a bill for $474 after insurance. Each of my 3 appointments was listed under 1 date (9/13/2023) and I was charged $1498 before insurance. I called to dispute the charges and explained that I had the printout stating each appointment would be $30. They told me it was an insurance issue and to call my insurance company. I called and the rep said my insurance had only approved 1 code and that MU Physical Therapy had coded 4 codes instead. The rep then called MU Health Care's Customer Service line (w/ me on the phone) & explained that I had been charged for things that had not been approved. The MU Customer Service Rep said they would look into it. My insurance rep asked them to call me with the results of their inquiry and was told they would. A month later I got another bill for the same amount. I called again and explained that my insurance had not approved the other codes and neither had I. I had not been informed that I would be getting anything beyond what my insurance had approved and I had been promised on my scheduling sheet with the copay of $30. I had approved no other services and neither had my insurance. They, again, said they would look into it. A month later I got another bill for the same amount. I don't see how I should pay for services that either were or weren't provided without my insurance's or my approval. I didn't even know of any change to my health plan beyond what was approved by myself and my insurance and beyond what was quoted on my schedule form.

  Business Response

  Date: 12/19/2023

  Customer service had the coding reviewed based on what information provided by the patient. it was determined that BCBS authorized CPT code 97110, which would be covered in full except for the $30 copay. after reviewing medical documentation the services were billed correctly. 

  Business Response

  Date: 12/19/2023

  We spoke with the patient in Nov and with the information provided by the patient we sent charges for review. It was determined that BCBS authorized CPT 97110. This would have left only a $30 copay. however after review medical documentation charges were billed correctly. BCBS deemed services as non covered as UMHX does not participate with managed Medicaid. insurance left the balance towards patients deductible. 

  Customer Answer

  Date: 12/21/2023

  Complaint: ********
  
  I am rejecting this response because:
  
  I don't have Medicaid and I explained that to the person I spoke with on the phone. Further, I had not approved any change to the health plan approved by my insurance (BCBS) and was never told that the PT office would be doing anything beyond what had been quoted on the scheduling sheet that I provided in this complaint. MU Health Care got one thing approved, quoted that to me, and never told me they would be doing anything different than that one code. I did not agree to any other service and should not be charged for something I did not approve, was not quoted, and that my insurance did not approve.
  
  Sincerely,
  
  ******* *********

• Initial Complaint

  Date:11/09/2023

  Type:Customer Service 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 would like to file a complaint on the billing procedures of the University Hospital. My son had a procedure in March that we thought was covered by insurance. In October after never receiving a bill we received a collections letter. No bill, no phone call nothing. When I called the university hospital billing department they told me the address they were sending it to was my address nearly 4 years ago. They also said they had the correct address but for some reason they used an old address of my husband. They said he was listed as guarantor. My son had the correct address, I have the correct address and my son is on my insurance, not my husband's. No one asked who the guarantor should be or to confirm any information for him. The lady in billing said since they could see it was sent to the wrong address that they would have it pulled from collections, that was on October 23rd. I called back the next day to make sure it was being done and was told again that they would have it pulled back as someone in the office should have asked who the guarantor was, not just choose the father. My husband just received a text today from the collections company saying it is still in collections. I called the billing at University hospital and they said they couldn't pull it from collections because I never updated the address. I never gave them the address in the first place so I have no idea how I was supposed to know it needed to be updated. On top of that I have still never received a bill, which I requested when I called on October 23rd and the 24th. In addition the cost of the procedure is extremely high, over $3000 for an echo. Can someone please contact me so I can file a formal complaint?

  Business Response

  Date: 11/10/2023

  Patients mother called on on 10/24/23 requesting the Healthcare balance be returned from collections due to a bad address listed for the guarantor. the account was reviewed by the service coordinator. The request was originally denied due to lack of documents to support the address was provided at the time of service. Yesterday, 11/9/23 at 5pm the patients mother called to follow up. the rep advised of the denial. Mother requested to speak with the supervisor but due to the time of the day there was no one available to take the call. Mother was advised our policy is to send an email request and a call will be returned the next day. 

  Today i reviewed the account and can confirm that some of the encounters that belong to MU Healthcare were updated with the correct address but since we share a system with CRMC we could not correct those encounters which list the incorrect address. I have requested the Healthcare balance be removed from collections due to this issue. 

  Patients mother emailed HPA directors with the same complaint and they are taking action to review the account and respond directly to her. 

  Customer Answer

  Date: 11/10/2023

  That timeline is slightly inaccurate. I initially called over the weekend, the day I got the collections email, on October 21st and left a message. I received a call back on October 23rd at 3:24pm and was not able to pick up since I was at work. ******* (SP?) left a message and I called her back 3 minutes later at 3:27pm. That is when I was informed of the incorrect mailing address and of the pulling back from collections. That is also when I request the bill be sent to the current address which they already had. 

  I called back on the 24th at 3:09pm to confirm it was being taken care of. I spoke to a different representative on the 24th who said she didn't see that anything was being done so she would send an email to the first person I spoke to to make sure it gets done. 

   

  Customer Answer

  Date: 11/10/2023

  In addition I did not call in asking for the bill to be brought out of collections. I called because I was concerned we were being contacted by the collections agency fraudently since we were unaware we owed anything. That is when the rep told me we did owe. I told her we never received a bill. She then proceeded to tell me the day each month the bill was mailed. I again said we have never received anything and noted that is odd since we have received other bills from Cap Region since that procedure took place. She then read off to me the address they were being sent to at which point I informed her that hadn't been our address for nearly 4 yrs. She then read off our correct address and told me she could see that is the address listed for me and my son but for some reason the guarantor was my husband and it was an old address for him. 

  She then said she would get it pulled back from collections. I never asked for that to be done as that is not even something I would know could be done. 

  I called in initially to find out if the collections notice was even real.

• Initial Complaint

  Date:06/23/2023

  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.

  Getting nerves messed up in my arm last June showed me everything I needed to know. Sad, pathetic people that take from people without caring who it effects. Maybe most of the medical community are cowards. I spent most of my life telling neurologists they had my diagnosis wrong. In my 20's turns out I was right. And by that point I had a benign brain tumor that consumes over half of my brain. They put up with me because I have almost died so many times and I can still think, talk, act and function like a normal person. I should be brain dead or have severe mental and learning disabilities but I don't. All I have are seizures, chronic migraines, and memory glitches. I'm the best ginea pig they've ever had. I was the first person in mid-missouri to get a neuropace 6 years ago. And I regret ever doing it. I have gone through 4 brain surgeries and honestly an inoperable tumor like mine and have 6 or less seizures a month. I would recommend a person stay on medication and never have surgery. I still have 1 seizure a month. I had 4 to 6 a month before surgery. You can look at it the way I did after years of telling neurologists no to surgery. I had a 10% chance of death with surgery,could have a small chance of death in surgery or die from a seizure at any time. I legally died 3 times from seizures in my life by that point. But is it worth it to be a ginea pig so other people like the head of neurology at MU in Columbia can further their careers and get grant money for me being a patient? It's sad, it's pathetic and we the people pay ungodly amounts for Healthcare so that they and insurance companies can have high incomes that most of them don't deserve. Some nurses and drs without borders. If you're not one of those I have no respect for you and I won't tell you pretty lies. I'll tell you to your face, called honesty. Try learning it. I think neurology inspired me to create a YouTube account. I'll voice medical injustice from a point where it will be heard not ignored

  Business Response

  Date: 06/26/2023

  Patient would need to contact our risk management department to file a complaint with her care. that number is *************

• Initial Complaint

  Date:04/13/2023

  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.

  Harassing phone calls from Billing/financial. In March 17, 23, 28, 29, 31. April 4, 5, 7, 10, 11, 13. SO FAR. They are getting a payment every month of what I can afford, but yet I still keep getting phone calls. Because of the excessive number of calls, I have blocked all calls. 2-3 times a week is Harassment in my book. As long as you are getting paid, there is no need in calling and I want it stopped. This is not counting all the ones from previous times.

  Business Response

  Date: 04/13/2023

  Patient has a current Healthcare balance of $1,549.05. Attempts to contact patients are made to ensure the proper payment arrangements are made or balances are paid in full. Patient has been makin payments towards the balance however our payment plan policy states that a payment plan must be paid off within 18 months. this means the patient would need to contact us and agree on a payment plan of at least $86 a month. in the event that the payment plan is not established or the payment plan amount is not met the patient will be deferred to collections. last correspondence with patient was 3/30/23 via email.  Thank you for your email.
   I have reviewed your account and I do see you are making payments you need to 
  set this on a formal payment plan. You can do this online on auto pay or call 
  us to pay each month. I can send you itemized  statements to show the payments? 
   Please advise if I can be of further assistance. You may also contact us at 
  ************ ********
   Thank you for choosing University Physicians and MU Health Care
  ****
  Customer Service 
  MU Healthcare
  WARNING: This message has originated from an External Source. This may be a 
  phishing expedition that can result in unauthorized access to our IT System. 
  Please use proper judgment and caution when opening attachments, clicking links,
   or responding to this email.
  I have noticed that there are errors on the billing and is not showing payments 
  that have been made.
  Here are the one's I have so far:
  2/17  Payment of $22.11 Receipt **********
  3/3                       $66.23              **********
  When I get home from work, I will check to see if I have any more.
  Check on this and see what is going on, because I have been making payments 
  online.

  Customer Answer

  Date: 04/13/2023

  Complaint: ********
  
  I am rejecting this response because: policy or not, payments are being made. There is no need to have payment arrangements and calling every other day is not the way to go. 

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

• Initial Complaint

  Date:12/02/2022

  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 have attempted to resolve a balance to prevent it from going to collections by making a payment arrangement. I was paying $50 ($25 to physician balance account number ******** and $25 to ********************** balance account number ******** but was told they need $100 for account number *******. I told them I am not working. I was told several different stories by the representatives that I spoke to on what to do next. The first thing I said to each person was that I don't want this to go to collections and if I had to borrow money from a friend to do that I would. I was told to complete several papers and return. I did so, thinking I was going to get approval to make the $50 payment instead of $100 so this wouldn't go to collections. I called The University of Missouri customer service again today because I received a collection letter from a collection agency named **************************. I was told they didn't get my papers. Prior to this I called and was told that the person couldn't see my balance and I would need to call back because it may be "In the works". No one seems to know what they are doing, nor do they want to listen because they were cutting me off (******) while I was trying to understand what was happening. "Becka" refused to take a full payment from me today saying that there is no way they can reverse it because its sent to collections. Again, I was cut off when I attempted to tell her what I was told by different employees. I was misled and misinformed on how to handle this and now they are just trying to "Stand their ground" instead of admitting that I was misled by each person giving me a different story. I am so disappointed by this entire experience because I thought that by at least paying something and communicating with the hospital to resolve that they were trying to help me, but they have now greatly made the burden worse. Each representative told a different story of what to do next. They truly don't care about their uninsured patients.

  Business Response

  Date: 12/05/2022

  Patient requested a financial application on 11/14/22. we advised the patient based on the information provided she needed to apply for  the ********************* with ********* patient was on a budget plan for $50 a month but only paying $25. our policy is that if the budget plan is not met the account will go to collections. ***** refused to take payment as the balance of $453.99 is in collections and per our contracts with the collection agency she would need to pay them the balance to resolve the debt. 

  Customer Answer

  Date: 12/05/2022

  Complaint: 18490235
  
  I am rejecting this response because:

  You all seem to lack compassion which greatly surprises me seeing that you work in healthcare. I am unemployed and was paying $25 to ******** and $25 to ******* which totals $50.  Both of these are listed under my MU Healthcare portal. Your response has made it obvious that you have not investigated the communication between myself and the numerous employees who provided incorrect information. I am simply asking to pay you directly the full balance instead of paying to a collection agency.  I have worked in **************** for over 15 years and lost my job. I don't expect to be unemployed much longer and my credit is everything to me. Please explain further. 
  
  
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 12/05/2022

  I will have someone call the patient this week for payment in full, $453.99

  Customer Answer

  Date: 12/06/2022

  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.

  ***** in **************** at MU ************************** called me on Monday, 12/5/2022 at approximately 3:00 PM and I made the payment in full. 

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

• Initial Complaint

  Date:10/05/2022

  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.

  The billing department from University of Missouri Healthcare has sent me and my daughter (who are on a payment plan) to collections with no warning notifications. I pay every month and have never missed a payment and this continues to happen. Every couple of months I'm having to have them recall the problem with collections. I'm afraid this is going to start affecting my credit score and I'm trying to get out of debt not have more problems. They seem to have absolutely no idea what they are doing. I have proof of payment in my account and this time they even sent me a return check stating I had over paid from last month. Turns out that I hadn't but that they had sent me to collections after I had sent in my payment at the first of the month with absolutely no warning. They need to be audited. I'm hypervigilant about my accounts. I can't imagine how many people they have conned who have been sent to collections inappropriately.

  Business Response

  Date: 10/24/2022

  UP invoice for DOS 9/27/21 and 7/16/21 rolled to collections on 4/16/22, closed/returned on 6/8/22 based on C/S request received.   Based on payment history the payment plan was short paid on the payment plan in January-2022 (paid $25) and then no payment was received in February-2022.  

   

  Close/return was completed before placement to collections passed 60 days, per our contract with our agencies this was not ever reported on patients credit. Since report was filed patient paid off the balance in full on 9/26/22.

   

  In addition, our records indicate that the mother called C/S and explained that she was the one confused and didn’t realize she had 2 budget plans, one for HPA (facility charges) and one for Physicians (professional charges).