Complaints

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

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  Mercy Hospital

  615 S New Ballas Rd Saint Louis, MO 63141-8221

• 

  Mercy Hospital

  7345 Watson Rd Saint Louis, MO 63119-4467

• 

  Mercy Hospital

  6650 Chippewa St Saint Louis, MO 63109-2527

• 

  Mercy Hospital

  645 Maryville Centre Dr. Saint Louis, MO 63141-5846

• 

  Mercy Hospital

  1203 Smizer Mill Rd Fenton, MO 63026-3483

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:07/26/2024

  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.

  (Mercy Clinic Minimally Invasive Gynecology) This is not about the doctor as he is kind and talented In 12/ 2023 prior to surgery with this doctor a long list of labs were ordered I was polite to the staff. I was not aware at the time that when the lab test were ordered they did not put on diagnostic codes and falsely check the box that it was merely routine Not adding the diagnostic codes would be a guaranteed fail from the insurance company. Any personnel of any medical office would know this.Months later while I was recovering from surgery I was completely shocked to receive a bill for $81 and then another one for $1500. This was because the office failed to put the DX codes on the requisition.Despite having a complicated sleep disorder and recovering from major surgery and finished battling cancer I was forced to spend hours on the phone with the rude staff at ********** as to where the charges were coming from. There were still some confusion but they did send a notice to the doctors office advising them to add the diagnostic codes. Nothing was done by the office.I had to continue many hours of my flight to get Executive from ***** to help. She stepped in and called the doctors office herself but could not get a return call. She was attempting to get the DX codes from the doctors office so that we could submit them to the insurance company. Once again the doctors office ignored us I left messages and phone calls for the ** but she didnt answer the phone and failed to respond to my voicemail. I was also having medical complications but but was ignored. I had to have an MRI and an US at another doctors office Finally I spoke with ****** and explain my frustration of not getting through to the ** and she nearly passed me right back to the ** They are aware that Im disabled and was freshly post op. ****** did say she would call the Qwest Ex to help me but instead lied and said I was assisted 2 months later and still not DX codes to insurance Was supposed to get a call back today but didnt

  Business Response

  Date: 07/26/2024

  Please see attached response.  Also a paper copy is being mailed to the address below.

  Good afternoon, 

   

  July 26, 2024
  
  BBB
  *********************************************
  ************************
  
  Case ID: # ********
  
  Dear Better Business Bureau Investigator,
  
  I appreciate the opportunity to respond regarding concerns of billing/collection practices for clinical services provided to the complainant.
  
  After reviewing, this has been forwarded to the appropriate department for review and follow up.
  
  Out of respect for the privacy and confidentiality of our patients protected health information (PHI), which may encompass both clinical and financial records, we have developed an internal system for responding directly to the complainant in accordance with local, state and federal regulations. The complainant may in turn release a copy of our original response directly to the Better Business Bureau, at their discretion.
  
  Please let me know how I can be of further assistance in the resolution of this concern.
  
  Sincerely,
  
  ***************************
  Mercy ****************** Patient Services
  Mercy Health Systems

  Customer Answer

  Date: 07/31/2024

  First off I am disabled as the hospital is aware and I want a call on my telephone not a back-and-forth written communication. This involves private medical matters The issue originated with the Minimally invasive Gyn, ****** who failed to add Any diagnostic codes to my lab requisition. Instead she called them routine labs which they definitely were not as their part of my disability and medical situation and prior to having major surgery. Because of the above mistake I literally have spent now ************************************************************************************************************ from Qwest who advised that once the doctors office gives her the proper codes she would submit to ********* ****** from the office promised to call the executive to get the code submitted. Instead she became vindictive and did not provide the codes and did not even follow up with myself or Qwest. like she promised. Instead it sitting on the desk for months with Mercy Hospital with zero being done. ******** has received no submissions whatsoever. Because of the neglect and vindictive behavior I am forced to pay over $1600 from my Social Security check. ****** was aware of this and of my disability and she decided to make things substantially more stressful. She is hiding facts and was supposed to call me last Thursday at 3:45 but failed to do so like she promised. The office has received complaints about ****** and about the nurse practitioner who neglects the patients however these concerns have not been addressed. Additionally I have had surgically complications but the ** never takes or returns calls. I have been neglected and treated vindictively by the staff. I am left with surgery complications that possibly the doctor is not aware of and a $1600 bill thats invalid. This was done to me out of spite and neglect when they know that I suffered greatly from a disability. Im expecting a call on my house phone to resolve. Because of my disability No written

  Customer Answer

  Date: 08/01/2024

  Please see attachment for HIPPA release.

  Business Response

  Date: 08/02/2024

  Good morning, 

   

  Please see response below.   I have also requested to have a paper copy mailed to the address below. 

   

  August 2, 2024
  
  BBB
  *********************************************
  ************************
  
  Case ID: # ********
  
  Dear Better Business Bureau Investigator,
  
  I appreciate the opportunity to respond regarding concerns of billing/collection practices for clinical services provided to the complainant.
  
  After reviewing, this has been forwarded to the appropriate department for review and follow up.  Per response from the clinic the patient has been contacted.
  
  Out of respect for the privacy and confidentiality of our patients protected health information (PHI), which may encompass both clinical and financial records, we have developed an internal system for responding directly to the complainant in accordance with local, state and federal regulations. The complainant may in turn release a copy of our original response directly to the Better Business Bureau, at their discretion.
  
  Please let me know how I can be of further assistance in the resolution of this concern.
  
  Sincerely,
  
  ***************************
  Mercy ****************** Patient Services
  Mercy Health Systems
  
  
  
  
  
  
  

  Customer Answer

  Date: 08/02/2024

  Complaint: 22045614
  I specifically asked for a phone call because of my disability. Mercy Hospital is the appropriate party because the doctors office specifically stated they transfer the billing issue to Mercy Hospital. This is a long ongoing nightmare for me and all I get is the runaround. I am not told what department it has been forwarded to and the issues has not been resolved. 
  There has also been a new and additional problems that have been created since this complaint. I am requesting for Mercy Hospital to contact me on my home phone at once please. No more runaround
  I have reviewed the business' response and am rejecting it because:
  
  
  
  Sincerely,
  
  *******************

  Customer Answer

  Date: 08/05/2024

  Hello ******
  thank you for the email and I think theres some confusion. Was asked for additional documents, but you did not tell me what additional documents you need.

  I have faxed to your office to ***** forms and theres confirmation electronically that both of these forms have been received. Your staff called me and did confirm that they received both forms and stated he would attach the forms to each one of my complaints.

  Please note that I have TWO separate complaints. One is for Mercy Hospital. The other is for Mercy, Minimslly, invasive gynecology. There was a ***** form received in your office for each one of these companies. There should have been an attachment of the ***** forms for each one of these companies.
  
  Is this the form that you are referring to?

   

  Thsnk you

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

   

  Business Response

  Date: 08/06/2024

  I appreciate the opportunity to respond regarding concerns of billing/collection practices for clinical services provided to the complainant.

  After reviewing, this has been forwarded to the appropriate department for review and follow up.

  Out of respect for the privacy and confidentiality of our patients protected health information (PHI), which may encompass both clinical and financial records, we have developed an internal system for responding directly to the complainant in accordance with local, state and federal regulations.  The complainant may in turn release a copy of our original response directly to the Better Business Bureau, at their discretion.

  Please let me know how I can be of further assistance in the resolution of this concern.

  Customer Answer

  Date: 08/06/2024

  Complaint: 22045614
  As I mentioned in the complaint, I need a phone call and not to have it forwarded to another business that is not even identified. The lack of communication is how this mess got started

  The issue should stay with Mercy Hospital billing because the staff member ****** from the Minimally Invasive Gynecology sent it to Mercy Hospital to receive the diagnostic codes. However, Mercy Hospital has not added any codes in therefore his cost me about $1600. The transferring it from place to place is what is creating chaos. Contacting me on the phone decreases the chaos which is why I asked for it.
  I have reviewed the business' response and am rejecting it because:
  
  
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:07/10/2024

  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.

  On June 6th I was given an Echo 2d (ultrasound on my heart). Prior to the procedure I was not informed that I would be responsible for $806.64. I was informed that another procedure - Calcium heart scan CT - was not covered but recommended in the future. At no time was I informed of the cost to me for the ultrasound. I contacted Mercy billing on 6/28/2024 and spoke with *************************** and they explained what had happened. I was told that the procedure was still pending in the system. ******** told me that they could not write it off but they would notate the record that I had called and that I would not be paying this bill. ******** also said that they would remove the automated collection system so that it would not call me every other day.

  Business Response

  Date: 07/15/2024

  Good morning,

  ************** has already been contacted. 

• Initial Complaint

  Date:04/30/2024

  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.

  On three different occasions now Mercy Hospital South has failed to bill the VA for covered medical services, instead billing me then sent it to collections. June 20, 2019, October 20, 2023 and October 22, 2023. For the June 20th, 2019 bill they forced me into setting up a payment plan in order to receive additional medical services and I had to pay the $985 balance out of pocket due to their failure to bill the VA, now they are trying it again. They have the VA's information on file, everything else from these ER visits was sent to the ** and paid by the VA. I have 100% medical coverage, no deductible. After speaking to the Mercy billing department today 4/30/24 they initially said it was my responsibility to call the VA within 24-48hrs. Below is the guidance from the VA: "Ask the provider to notify us right away in either of these ways:Through our VA emergency care reporting portal, or By calling us at ************ (TTY: 711)We must get the notification within 72 hours of when your emergency care starts. We prefer that the provider notify us."Mercy billing team admitted today the hospital must have contacted them since all of the other costs were covered, but yet they still sent a portion to collections.On March 26, 2024 I disputed the charges with Receivable Solutions informing them this is covered by VA and never received a response, only another bill.Today ******* and her supervisor ******************** have contacted the VA representatives at Mercy to try to get this resolved for the two current bills in collections. After 40min of negotiating and asking for escalations they finally agreed to at least attempt to correct the **************************************************************************************************************************************************** for the third time now, ******* admitted this has happened to other vets as well. I'm hoping this is an illegal practice, if it's not it really should be. We need your help please.

  Business Response

  Date: 04/30/2024

  please see attached letter

  Business Response

  Date: 05/02/2024

  4/30/2024

  Case ID: # ********

  Dear Better Business Bureau Investigator,

  I appreciate the opportunity to respond regarding concerns of billing/collection practices for clinical services provided to the complainant.

  Out of respect for the privacy and confidentiality of our patients protected health information (PHI), which may encompass both clinical and financial records, we have developed an internal system for responding directly to the complainant in accordance with local, state and federal regulations.The complainant may in turn release a copy of our original response directly to the Better Business Bureau, at their discretion.

  Please let me know how I can be of further assistance in the resolution of this concern.

  Sincerely,

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

  Patient Services

  Mercy Health Systems

  Customer Answer

  Date: 05/09/2024

  Complaint: 21646689
  
  I am rejecting this response because:
  
  The response I received today contradicts the information Mercy billing provided to me on  April 30th.  They are now saying "your VA Authorization was not effective at the time of service" which can not be true since other Mercy hospital services billed the VA that day and they were paid.  Again, they are putting the burden on the Patient/Veteran to resolve this when they were provided all of the required information, on the same day they provided the service, and they failed to (or more likely CHOSE not to) bill at that time.  The VA uses ******** rates which are significantly lower than what the hospital tries to bill, so it is in their best financial interest to make these "mistakes" and force veterans to pay full rates out of pocket before receiving additional healthcare and/or being sent to collections, like they have done to me.  This is an unacceptable business practice praying on those that have served.  
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:04/25/2024

  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 had a surgery paid in full. I had a problem with scarring and paid the doctor to fix it. I developed a hematoma and was seeing the doctor for that problem. The doctor said he did not charge for that follow up visit yet Mercy Medical billed me almost $700 in addition to my payment of scar revision. I brought it up with the doctor and he again confirmed he didnt charge to see me for the hematoma. I spoke with the billing department and explained it to them, yet they kept billing me and put me in collections This is fraudulent and unacceptable.

  Business Response

  Date: 04/29/2024

  Good morning, 

  I have reviewed our system and we do not have an account for this patient. 

  Thank you, 

  Crystal

• Initial Complaint

  Date:04/19/2024

  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.

  To Whom It May ******** On my last doctor's visit to the Mercy Clinic at *********************** 203 on 3/14/2024 although I was asked for my CIGNA insurance card, a $15.00 co-payment was not requested by secretary. After seeing my doctor, I thought I had to pay $15.00 and asked the secretary, "Can I pay my co-payment?", she said, "You don't owe anything." However, my insurance company, CIGNA sent me an email on 3/22/2024: "What I owe $181.00 (for doctor visit). Amount not covered. Because the provider is out-of-network, and your plan does not allow for out-of-network benefits". So, I learned that my provider is not covered by my insurance. I was shocked after visiting the same clinic for almost 4 years. They should have told me and warned me in advance that my doctor was no longer covered by insurance. I am wondering, "Since my provider is out-of-network, why wasn't it told to me clearly? I had two options: 1- I would continue to come to the same provider without insurance coverage. 2- I would go to a different provider within insurance coverage. Why was this hidden from me? I don't understand. It's requested money by Mercy Clinic due to dishonest behavior via email on 3/26/2024 and then 4/6/2024. The secretary did wrong. Now it's wanted to make me pay for her mistake. As a result, I can only pay $15.00 co-payment and I want them to close this case without further ado. If you can help to solve this issue, I would be very happy. Thank you, Sungur Ulus Email: ******************** Phone: ************ Mercy Guarantor # *********

  Customer Answer

  Date: 06/06/2024

  To Whom It May ******************************** today, Mercy Hospital sent me an email which says, they did a 25% discount on my bill. So I paid for it.

  Thank you very much for your kind help.
  

  
  

  Best regards,

  Sungur Ulus