Complaints

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

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• 

  BJC HealthCare

  510 S Kingshighway Blvd Saint Louis, MO 63110-1016

  
• 

  BJC HealthCare

  3015 N Ballas Rd Saint Louis, MO 63131-2329

  
• 

  BJC HealthCare

  10 Hospital Dr Saint Peters, MO 63376-1659

  
• 

  BJC HealthCare

  12634 Olive Blvd Saint Louis, MO 63141-6337

  
• 

  BJC HealthCare

  4500 Memorial Dr Belleville, IL 62226-5399

  

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:03/24/2025

  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.

  I have tried to address this billing issue numerous times. The **** say there is no balance under this account number. I have recorded the calls where the agents state there is no balance. I am done with the threats of being sent to collections. Remove the amount because the **** cant see it for me to pay it.

  

  Business Response

  Date: 04/28/2025

  Dear Mrs. ********************    I reviewed ******* ****** accounts; there were no calls to the main *** **************** phone. It appears that the calls were made to our ************************* who handles Bad Debt accounts.  We apologize for any inconvenience or delayed action in addressing your account issue. I adjusted the remaining balance on Account ********* $253.88 to zero. The specific account numbers are ********** for date of service 06/5/2024 ($154.88) and ********* for date of service 5/30/24 ($99.00). I sincerely hope that this action will restore your confidence in BJC Healthcare. Thank you

  Customer Answer

  Date: 04/29/2025

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

• Initial Complaint

  Date:03/04/2025

  Type:Facilities 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 the Emergency Room on 400 S Kingshighway and the floors were extremely dirty and there was dried on the countertops and bed frame that didn&#**;t belong to me. I pointed this out to the nurse and they just switched me to a different room instead of cleaning it up.

  

  Business Response

  Date: 03/17/2025

  Thank you for reaching out and sharing your experience. We sincerely apologize for the condition of the room during your visit to the Emergency Room. Cleanliness and patient safety are top priorities for us, and this experience fell short of that standard.

  We have addressed the situation with the local team and were assured that the room was taken out of service until it could be properly cleaned. Given the thorough nature of cleaning completed inside our facilities, moving a patient out of the room is the more desirable option if available. 

  We appreciate you choosing BJC for your healthcare needs and anticipate your next experience will be in line with our expectations. 

  Thank You

• Initial Complaint

  Date:02/14/2025

  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.

  We have been battling the *** billing office for over 6 months now. We have two office visits - 8/12/2024 and 6/26/2024 - that are being billed incorrectly. So, instead of a set $25 copay for office visits, we are being charged over $130 due to the claim being submitted with incorrect/missing modifiers. We have been seeing this provider for a while with correctly billed claims for visits 5/23/2024, 4/18/2024, 3/21/2024, and 2/8/2024. We have contacted the *** billing office multiple times - beginning 8/7/2024 after the 6/26/2024 visit was paid, then later realized, there was a billing mistake after the invoice was paid. This day, we were given a number for our insurance to call and guide them through the billing issue. When we called back, we spoke to Rue and were told it could take up to 72 days for review. Later in August, we received a bill for the visit 8/12/2024, which was also mistakenly billed incorrectly. 8/28/2024 we called and spoke to Tonjue, who stated she would send a message to the office for review and would call back in 7-10 days. No call back was ever received. We followed up 10/11/2024, spoke with ***** who stated the office had to adjust the coding and sent another message to the office. 10/23/2024 we called our insurance and were told the claims are under review but no updates on a resolution from the billing office of the provider. We received an overdue notice this month, tried to call the billing office once again, but were on an extended hold without speaking to an agent. We have since paid the invoice to avoid any credit issues, but our billing issue has not been resolved. We were overcharged by $109.35 for two visits, and we are owed a total of $218.70 from BJC. We have given plenty of time to correct the issue and are now forced to go through a different avenue for resolution. Meanwhile, our daughter has not seen her care team in over 6 months, and most likely, will not be able to again due to these billing errors.

  

  Business Response

  Date: 04/28/2025

  Dear Mr. ***** I reviewed your daughters accounts for dates of service 6/26/2024 and 8/12/2024. Let me begin by offering my most sincere apologies for having not met your expectations of service. We strive to deliver the kind of care and service that exceeds the expectations of our patients and their families and want to know about any instances where we fall short of meeting those standards.
  
  I reviewed your daughters accounts and noted delays in getting the accounts updated including no response or call back on action taken on the accounts. I have authorized a refund of $218.70 ($109.35 for date of service 6/26/24 and $109.35 for date of service 8/12/24). The refund will be processed to your original credit card on file as requested.
  
  Thank you for bringing this issue to my attention. 

  Customer Answer

  Date: 04/29/2025

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

• Initial Complaint

  Date:02/02/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had routine bloodwork done at BJC Healthcare lab in St. Peters. The total charges were $1,027.00 for routine bloodwork. My insurance company paid or negotiated the amount of $890.86. BJC Healthcare is billing me for $136.14. I have never received a bill for this high of an amount for routine bloodwork in my entire life. I have called BJC Healthcare to ask why the cost is so outrageously high. I was told that there was no one that I could speak with. I looked further on the bill and the accompanying documents and read that uninsured individuals receive an automatic 40% discount. I am wondering if BJC is charging me more because theyre discounting their costs to others. If someone can please call me to explain it, that would be great. I truly believe that it is an error. I will also use another lab next time instead of this one. I used their lab because it was in the same building as my doctor. If this bill is correct, then the hospital needs to be investigated for price gouging.

  

  Business Response

  Date: 03/05/2025

  Dear Ms. ********** I am responding to your BBB complaint regarding your concerns about lab charges and patient responsibility for date of service 09/20/24 done at *********************** Peters. The lab services provided at *********************** Peters are competitive relative to other hospitals within the community. We regularly monitor lab prices to assure they remain competitive in this market. We recognize that our prices may impact your deductible and co-payment depending on your specific benefit plan. It is not our policy to automatically discount patient responsibility or account balances if they have an insurance plan. We reviewed your account for date of service 9/20/24: Total Charges $1027.00, Payment received -Insurance payment $243.65 + $136.14 patient payment. Contractual adjustment applied $783.35. Your account is zero balance. BJC Healthcare has a ************************* that can provide you with information regarding your estimate price for any service which is done at a BJC Facility. You need to have the *** code for the service which is provided by your physician office. The Price Estimate phone number is ************. The 40% adjust applies to patients who do not have insurance. We realize that you have a choice in where you go for your medical service and hope that you will continue to use BJC Healthcare for your medical needs.

  Thank you for raising your concerns. We will use this feedback to improve our processes for all patients and visitors of BJC Healthcare.

   

• Initial Complaint

  Date:01/08/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  BJC unknowingly and unexpectedly raised the cost of a medical procedure 3+ times the original amount charged, I would not have agreed to the new amount charged had I been Notified of such changes, this is unethical to say the least if not illegal.Attached documents show the amount charged prior to change and the amount after change, $45.00 to ****** no way this is justified

  

  Business Response

  Date: 01/20/2025

  Mr. *******,

  Thank you for the opportunity to respond to your concerns regarding the pricing on your documentation. The original claim in your submission from March 2022 was completed and billed by ********************* Physicians where the more recent one, from July 2024, was completed and billed by BJC Healthcare. While the two organizations work closely together, the costs are managed independently of one another. In your case, it is very difficult to do an exact comparison due to the different organizations and the nearly 27 month separation of the services being rendered. And finally, because BJC Healthcare is unable to review the specifics of the claim from *********************, we are unable to confirm that the labs were coded identically.

  We sincerely appreciate having you as a patient and hope to continue working with you in the future.

  Best, 

  ******

• Initial Complaint

  Date:12/06/2024

  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.

  I have spoken to *** home care equipment's representative multiple times regarding my billing. I returned the **** machine a long time ago and have already paid the final bill. Your representative assured me that my account was fully closed and that no further bills would be issued.However, I am still receiving bills from your company. This situation reflects poorly on your organizations processes. Please stop sending me these bills, as I no longer have an account with your company. I would appreciate your prompt resolution of this issue.

  

  Business Response

  Date: 01/28/2025

  Dear Rongbin Ge,

        We contacted the vendor who handles our self-pay patient balances. They confirmed that your balance is zero. You should not get any more billing statements since you returned your CPAP machine. Thank you for bringing this issue to our attention.

   

• Initial Complaint

  Date:11/25/2024

  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.

  I found a bill that was filed away in my junk pile. I started making monthly payments towards this bill. I have made 2 payments so far and noticed when I logged in this month that my balance was $0. I called Boone billing and they had no clue what had happened but could see a balance due but the portal was showing $0. They told me to wait 10 days as they figured it out and log back in and it should be fixed. I logged in after 10 days and its still not fixed. I have emailed them twice with no response. I just want to pay my bill. I have actively been making payments to this account. If this was sent to collections after I have been making payments to this account - I request an explanation as this is unlawful to do so. I would like them to figure this out and get it corrected ASAP. If I have to pay the bill in full, I can do so. Thank you!

  

  Business Response

  Date: 01/23/2025

  Dear Ms. *****************      Boone Hospital is no longer associated with BJC Healthcare. You will need to contact Boone **************** for assistance phone number ************. The hours of operation are 8:00 a.m. until 4:30 p.m. CST.  If the **************** Team cannot assist you, be sure to request to speak to a member of management.  We hope that this information can help you resolve your billing concern.

• Initial Complaint

  Date:09/30/2024

  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 had bloodwork done at *** for a medical condition they are trying to bill me $518 when its covered by insurance. I called Anthem and was told that it should be covered and it was coded incorrectly by ***. I understand that it comes from my doctor. My doctors office offered to change the codes but the billing department would need to get with them. I called *** billing department several times asking them get in touch with my doctor. Instead they are sending me to debt collectors trying to get me to pay this bill. When its covered by insurance

  Customer Answer

  Date: 10/02/2024

  I am being billed for something that insurance indicates that its covered under my plan, they coded the lab work incorrectly and wont fix it. So I am seeking a refund on what was paid on and for them to get w my insurance company 

  

  Business Response

  Date: 10/04/2024

  Good afternoon,

  We had the coding reviewed on this visit and it was determined labs are coded correctly based on the notes and the order entered by provider. The same codes were used on additional visits for the same labs. We are sending this to be reviewed by our insurance follow up team to see if this could be an issue with the way ********** Blue Shield processed the claim.

  Customer Answer

  Date: 10/07/2024

  Complaint: 22362009
  
  I have reviewed the business' response and am rejecting it because: when I called Anthem they told me that it was on BJC end. I am not paying anymore on this bill and please get with Anthem to resolve 
  
  
  
  Sincerely,
  
  ***** ********

  

  Business Response

  Date: 10/07/2024

  Hello,

  We sent this back to our insurance follow up team within *** on 10/04/24. We asked them to review how the claim was processed by ********** Blue Shield. They should contact your insurance directly to go over how it was processed and why they sent back the balance as patient responsibility. These reviews usually take between ***** business days as our team tries to make contact with insurance directly.

  Customer Answer

  Date: 10/08/2024

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

• Initial Complaint

  Date:08/26/2024

  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.

  On 29 February 2024, I had a telehealth appointment with a *********** Group Nurse Practitioner. I brought records of blood work and an EKG into the appointment. The 3-minute appointment went as such: the ** listened to my symptoms, told me to re-do the bloodwork and EKG (despite the results I brought in indicating "normal"), and instructed me to "hang tight" and await further instruction from her nurse, who would call me IMMEDIATELY after. I waited by the phone for the rest of the evening and received no phone call. Within two weeks, I received a bill for $187. I have been trying to dispute this bill for months because the ** did not uphold a standard of care. After months of trying to reach someone who could help, I got someone on the phone whom I was told could make a decision regarding my bill dispute. I was talked in circles for almost an hour, the person ultimately zoning in on one piece of information: that their "records" indicated BJC did call me the afternoon of my appointment, therefore, my dispute was invalid. The phone call ended with this person saying they would accept proof that BJC failed to contact me, meaning they had egregiously violated their policy procedure. I called BJC the next day to inquire about where to submit the phone records I pulled, which proved they did not call me, and I was instructed to submit them via MyChart, and the office would get back to me. It has been almost three weeks since I have submitted the phone records in *******, and I have yet to receive a message back or a phone call. I have called multiple times and left one voicemail, to no response. It is not a coincidence that only after submitting proof, this office no longer picks up or returns my calls.This issue is important because *********** Group is 1- falsifying records and profiting from it, 2- evading patients using a variety of avoidance tactics, and therefore 3- providing fraudulent medical care. If it is happening to me, it is happening to others.

  

  Business Response

  Date: 09/11/2024

  The **************** center has agreed to write off this charge. I have confirmed that this has been done. No further activity should be necessary. 

  Customer Answer

  Date: 09/12/2024

  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:05/22/2024

  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.

  I paid the balance of a healthcare bill. ***************** has since paid that same balance in Jan '24. *** has documentation of both of these payments but isn't refunding asking for additional time because of system changes. I've been trying to get my refund well over a month. Treatment was for my son ******** ***** 9/8/20 dos 4/11/2022

  

  Business Response

  Date: 10/08/2024

  We refunded the patient 8/23/2024.