Complaints

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

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• 

  Ascension Health Inc

  Saint Louis, MO 63145-5998

• 

  Ascension Medical Group Via Christi

  8200 E Thorn Dr Wichita, KS 67226-2709

• 

  Ascension Medical Group Via Christi

  750 N. Socora St., Ste.#100 Wichita, KS 67212-3794

• 

  Ascension Medical Group Via Christi

  9350 E.35th St. N. Bel Aire, KS 67226

• 

  Ascension Medical Group Via Christi

  720 Medical Center Drive Newton, KS 67114-8778

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:12/13/2023

  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.

  I had an ultrasound performed that that was free of charges as part of a MCR Wellness Visit. My primary insurance of BCBS was billed with a patient balance due. Never was my MCR billed for this. First bill received 08/29/23 for outstanding balance. I called and was told they would bill MCR for the balance. Second bill received 10/03/23 for same balance. I called a second time and was told previous rep did not submit paperwork correctly and it would be re-submitted. Received third bill 11/14/23 for same amount. I called the third time and was told the charge was denied. After explaining again this was a "no charge" to me procedure as part of a wellness visit I was told it was submitted incorrectly again. This billing stated it would be sent to collections. The rep told me to agree to a payment plan to avoid collection and to ignore the first agreed to payment plan charge. Today, 12/13.23 I received the bill for the first payment plan amount that I was told to ignore. I should not have to deal with this as it is not my problem. It was their mistake in billing yet I am continued to be erroneously billed and threatened with collections if not paid. I should not be continually contacted by them. I should be issued a billing statement with a zero balance as they take care of their problem internally. I should not have to agree to a payment plan to avoid the threat of collections as this is not my problem.

  Customer Answer

  Date: 12/14/2023

  Attached billing sequence.

• Initial Complaint

  Date:12/13/2023

  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.

  I went in for a routine echocardiogram on June 26th, 2023. The hospital was my local hospital that I went to all my life for various health needs and always had gotten along fine. Ascension now owns the hospital. The technician was very cold and rude and would not answer my questions nor explain anything about what to expect during the procedure. Instead, he made me lie in very uncomfortable positions, without telling me how long I would need to stay in various positions. My shoulder was already hurting and I asked for a pillow or support for it and he did not oblige. He just continued to very rude and grouchy and he had very minimal instruction on different parts of the procedure. This whole process took an hour and I left feeling totally violated, dis-respected and shocked by his demeanor and lack of professionalism. My shoulder hurt for the next 30 days or more and still hurts today after all this time. To make matters worse, I get my results and they say the procedure was not even finished, something he did not say or tell me at all throughout the grueling hour I was in there! Furthermore, I get a bill for over $4000 and it was a total waste of time by not being completed! I am a businessman and when my company does not do a good job and/or does not even finish a job, we do not expect our customers to pay or at least apologize and negotiate something that is fair and equitable given the situation. It was a horrible experience , I still remain sore from it, and it was never completed! To even worsen the ordeal, I have contacted Ascension customer service in August Sept, Oct, Nov and now December and am told each time they will “escalate” the situation and get back with me! They did not yet, and instead have sent me a threat of collections even though I have disputed the charges! I have now spent several hours in my efforts to get this resolved and yet have zero help from Ascension and/or response! This has been horrible! Please help!

• Initial Complaint

  Date:12/11/2023

  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.

  **** R. ******** Ascension Account Number 12930691 This was for a service 6/15/2022 and was fully paid by ******** and my secondary insurance ****. I never received a bill from Ascension until July of this year, over a year after the service and payment in full. Ascension never credited my account for the $35.59 paid by **** on August 3, 2022. **** confirmed that Ascension cashed the check for $35.59 on August 10, 2023. I submitted proof of this to Ascension several times. **** called Ascension on September 21, 2023 to also confirm payment and check cashing by Ascension. Despite numerous calls to Ascension billing, and submission of proof of payment, Ascension is now threatening to refer this to a collection agency. Ascension is harassing me with many emails and bills mailed to me. Please help me resolve this by getting Ascension to credit my account for the $35.59 paid by **** in August 2022. Thank you. **** ******** Cell phone ************. Email ********************

• Initial Complaint

  Date:12/11/2023

  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.

  Service date 1-3-23. Payment made via Chase bill pay on 3-22-2023. Deposited in their account on 3-28-and cleared on 3-29-2023. Original bill for ***** **** $111.85. Payment of $131.58 made with other previous charges billed. I have called them with each bill and was advised to fax the Chase proof of payment. Then another bill received. This $111.85 (ov on 1-3-23) was part of the medicare deductible we had to pay for the year. I made these notes on my Chase payment. I am attaching some paperwork. There is more however I was unable to get all the paperwork into my scanner. I can provide copies of the bills as well. I have never received any contact from them when I have faxed proof of payment to them- just another bill again. I wrote to the President of Ascension certified and asked for help before we received this collection request. I paid for a return receipt from the USPS but so far have not received this back. I would like help with this paid service of an office visit on 1-3-2023. Never communicating except with another bill has not been helpful as I do not know what else I can send them to show this bill was not only paid but an additional charge was paid for. If the amount paid versus the amount owed is confusing them then someone should say something, not just turn this over to a collection agency when I have tried almost monthly to show them this bill was paid in March 2023.

• Initial Complaint

  Date:12/05/2023

  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.

  I visited the dermatologist on November 21, 2022. Rather than bill my insurance (**** ***** of *********) I received an invoice from Ascension. My husband and I tried for a year to get Ascension to run the bill through our insurance. We had multiple three way calls with our insurance carrier on the line, they explained to Ascension how to submit the claim, and still we received an invoice every month. The representative at **** ***** of MN took over for us and dealt directly with Ascension for a few months. She finally informed us that she had to give up, the people at Ascension were not cooperating. We tried again a few weeks ago and were assured that the services were properly billed to **** ***** of MN. But just today (December 5, 2023) we received notice that the bill has been sent to collections. At this point we believe that Ascension is attempting to defraud us because they will collect more from us than they will from the insurance carrier. All we want is for Ascension to bill our insurance carrier, and to stop sending us invoices and collection notices. We would like a statement showing a zero balance, and that the insurance was correctly billed. We will dispute the validity of the debt with the collection agency, so we would also like to make sure our credit is not affected. Thank you for your assistance.

  Business Response

  Date: 12/29/2023

  Ms. **** *****,

  Thank you for sharing your recent experience with us and giving our team the opportunity to resolve your concern and improve the experience for all those we serve. Our Customer Relations team has reviewed your account related to date of service 11/21/2022 with Ascension Medical Group Wisconsin and were able to determine the following:

  The original claim for this date of service was sent to your insurance, **** ***** **** ****** ** *********, following the date of service with the incorrect patient name on the claim. The claim inadvertently had the subscriber’s name (your spouse’s name) in the patient name field where your name should have appeared. As a result of the incorrect information on the claim, BCBS rejected the claim resulting in the balance becoming patient responsibility.
  

  Due to the age of the claim, the claim is unable to be resubmitted to BCBS with the correct name information as the timely filing limit has passed. In order to resolve this, an adjustment for $450.00 balance was completed on 12/20/2023 to remove the balance from patient responsibility. As of 12/20/2023, the balance related to this 11/21/2022 date of service is $0.00.
  

  Additionally, the balance has been pulled back from the collections agency with which it was placed erroneously. Ascension Medical Group does not report collection balances to credit bureaus; you will not see any derogatory marks on your credit history due to this placement. Our Customer Relations team has attempted to contact you at the ***** ******** phone number provided on 12/8/2023 and 12/28/2023 to convey the details of our investigation outlined above, but were unsuccessful in reaching you. 

  Additionally, thank you for your feedback about your experience attempting to resolve this issue with our Customer Resolution Center. There was an opportunity to escalate and resolve this concern sooner. We are working with our team to re-educate on escalations, so we resolve concerns more quickly. It is our goal to always provide our patients with an excellent experience and we fell short here. 

  Thank you for allowing us to serve you.

  Customer Answer

  Date: 01/03/2024

  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.
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:11/17/2023

  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.

  5/19/2023 I was seen at ******* ******* Ascension Hospital during Urgent Care hrs of service for a non-emergency issue. Near the end of May the (explanation of benefits) EOB in my health insurance shoed it was billed as an ER visit & all items were billed separately, w/separate facility charges & separate provider chargers. I called ******* ******* to discuss the coding & billing & was told that they had to wait for the insurance to finalize & then to call back in 30-45 days. I opened an online customer service case for the billing being over $865 for the visit, co-pay for Urgent care is only $75. The online customer service case was closed & noted it was submitted for review. I opened a new case since there wasn't resolution & each subsequent case was closed within 24 hours of being submitted with no resolution or updates other than to keep waiting. I have continued to call every couple of weeks & told that the dispute would go back to the coding department for review, wait 45-60 days each time I'd call. I'd been told it was resubmitted to my insurance & it never was when I verified w/my insurance provider, UMR. Finally, I spoke to ******* on the Escalation team on 9/25/2023 who said she'd work on the issues & call me back. Never got a call. Called again on 10/3/2023 and talked to someone else on the Escalation Team who said they'd address and call me back, never did. Called again on 10/16/2023 & talked to ****** on the Escalation Team who said the disputed had been approved on 10/10/2023 & was just pending adjustment to the account balance, disregard my statement & she'd put in a priority request for balance adjustment w/in 24 hours. Checked online on 10/23/2023 and balance still not updated so called & was first told that that adjustment was made on 10/18/2023 to my account, then transferred to escalation team & told it was not approved or changed, transferred again to Sr Escalation Team Chantel who said it wouldn't be adjusted, the other 2 gave me wrong info.

  Customer Answer

  Date: 11/21/2023

  Please see the attached signed form. Also, Ascension Health that is in question, I filled out a request for payment plan while this was in progress, have the acknowledgement, yet they have closed the payment plan and forwarded my account now to collections. 

  Customer Answer

  Date: 11/21/2023

  Attached are the confirmation email for a payment plan, the actual payment plan document with terms for the account, and then the email that states it was closed. On Monday, November 20th I received another statement via US mail dated 11/12 that states that hearing from me is required within 30 days to avoid collections. I created the payment plan on 11/13 and then it was cancelled and today, 11/21 I received a text message about a collection agency. I set up the payment plan through their portal to prevent collections while working through this complaint and Ascension has not honored their own agreement. 

  Business Response

  Date: 12/19/2023

  Hello Ms. ***** ****,

  Thank you for sharing your recent experience with us and giving our team the opportunity to resolve your concern and improve the experience for all those we serve. Our Customer Service team reached out to you on December 18,2023 and advised that your hospital account has been reviewed by our Billing and Entri-pay team. It was confirmed that the payment plan cancelled in error. The hospital account has been recalled from the collection agency to allow
  payment and or payment plan re-establishment. 

  Additionally, thank you for your feedback about your experience attempting to resolve this issue with our Customer Resolution Center. There was an opportunity to escalate and resolve the escalation sooner. We are working with our team to re-educate on escalations, so we resolve concerns more quickly. It is our goal to always provide our patients with an excellent experience and we fell short here. 

  Thank you for allowing us to serve you.

• Initial Complaint

  Date:11/08/2023

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had surgery 10/3/2022 they billed the wrong insurance company . The claim was 3 months late being processed. I have had WellCare the right insurance company call them 2 times to try and get this claim filed and paid . They keep saying they will reprocess the claim and haven’t. My ******** member # is ********. Last time ******** called them to reprocess the claim was 8/29/2023 there is still a balance that needs to be paid if they will ever reprocess the claim. WellCare told me there is a problem with the codes on the services and one claim needs medical records. The provider is ****** ******* ** ** ********* ********* Jacksonville Fla I have wrote an claim appeal letter 8/30/2023 and the amount owed is $860.88 . I can’t seem to get anywhere with their billing department. I would like this settled so they don’t send me to collections. But I am waiting on them to resubmit the claim .

  Business Response

  Date: 11/14/2023

  *** ******* ****** 

  Thank you for bringing your experience to our attention so that we could resolve it and work to improve our experience for our future patients. Our client relations department reviewed your account and confirmed the claims for October 2022 were filed to the correct insurance, and as of September 2023 the claims have been paid in full. The Customer Relations team contacted you on 11/14/2023 and confirmed your account has a zero balance. The request for an itemized statement showing claims paid has been submitted and mailed out to you. 

  Additionally, thank you for your feedback on the experience attempting to resolve this issue with our Customer Service Department. It is our goal to always provide our patients with an excellent experience and we fell short here. Thank you for providing the feedback for us to address your concerns and to improve our experience for all those we serve. If you have any additional questions, please feel free to reach out. 

  Thank you for allowing us to serve you.

  Customer Answer

  Date: 11/14/2023

  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.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:11/07/2023

  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.

  I went for a follow up appointment with Dr. Thakrar in July 2023. It was a simple office visit, I just met briefly with her. I paid the $50 copay but now I am being billed $474 in addition to that and no one can explain why. A doctor's visit is just that and they are double billing to try to get more than they should for this appointment. All of the specialists I see through other hospitals only charge the $50 copay for doctor's visits and I don't think Amita is entitled to the extra charge.

• Initial Complaint

  Date:10/31/2023

  Type:Customer Service 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.

  Ascension health keeps calling, texting, and emailing me. I have talked to the doctor and there's no reason for me to come back. I am deaf in my right ear now, there's nothing to be done for me. I don't need reminder every damn day that I should schedule a follow up appointment. I answer the phone but it's not a human on the other end and there's no way to stop it. They literally contact me several times a day for over a year. I am ready to burn my phone and just get a new number after 24 years with the same phone number. Go away, no one likes you, leave me alone, please just collapse and fold into oblivion. I hate you.

• Initial Complaint

  Date:10/27/2023

  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 paid *********** bill september 17th and have a receipt and proof and they are saying I did not pay it and are claiming I need to pay again and everything I reach out they close my case and do not respond or customer service says they fixed it and they never did. This is a fraudulent company that pretends you never paid your bills when you actually did!!!

  Customer Answer

  Date: 11/13/2023

  Here is the authorization form charged. 

  I am called customer care. Message customer care on the website and emailed customer care. I paid this bill in September and they asked for emailed proof. I emailed them the proof and they wont answer me and everytime I message them on their website they don't respond and close the case without responding. When I call someone they said they fix it, but then I get a letter in the mail everytime i call saying my bill is late! Now they are trying to charge me past due bills and I already paid this original bill months ago and they are not fixing the issue! Please help me, this is a fraudulent company with no customer service.

  Business Response

  Date: 11/20/2023

  **************,
  
  Thank you for sharing your recent experience with us and giving our team the opportunity to resolve your concern and improve the experience for all those we serve. Our **************** team reached out to you and confirmed your issue has been resolved on 11/20/23. 

  You previously called the **************** department three times to inquire about your payment that was applied to your account. The **************** agent located the payment, showing that you paid on 09/17/23, and submitted a request for account review. However, the request did not route to the correct department for review. This resulted in a delay of your issue resolution. Our **************** agent spoke to you on 11/14/23 and advised that your concern was escalated to our *************************** They were able to locate the payment and post it to your account. Per the *************** team, there was a technical issue sending your payment from the facility system to the posting department. The IT department has been made aware and are working on this technical issue. 

  Additionally, thank you for your feedback about your experience attempting to resolve this issue with our ******** Resolution **********************. There was an opportunity to resolve sooner but we did not execute that. We are working with our team to re-educate on escalations, so we resolve concerns more quickly. It is our goal to always provide our patients with an excellent experience and we fell short here.

  Thank you for letting us service you.

  Customer Answer

  Date: 11/20/2023

  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. Thanks so much for helping me BBB. You guys are great!
  
  Sincerely,
  
  ***********************