Business Profile

Hospital

SSM Health

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Hospital.

Complaints

This profile includes complaints for SSM Health's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

87 total complaints in the last 3 years.
38 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:04/17/2025
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.
This complaint involves a billing issue/timely submission to insurance. The date of the service provided by medical staff was 7/11/2024. Billing was not received until January of 2025. At the time of the billing, the patient insurance information was provided. Monthly bills have continued to come through April of 2025 and monthly calls have been made by the patient to check on status. Each time a call was made it was indicated information was missing and the bill was not submitted to insurance. Patient was told twice this was escalated and would receive a call back in 72 hours and no call was received. The last bill indicated the account would be moved to collections. Patient has call twice asking for confirmation this would not go to collections and impact the patient's credit score. Patient was last told "central billing" is working on this but the collections agency was contacted. Patient feels she has done her part to try to resolve this issue timely and is now worried about the impact to a credit score of this being placed into collections and still has no confidence on whether this has been submitted to insurance and will be resolved in a timely manner.
Business Response
Date: 05/07/2025
This correspondence is SSM Health's response to Complaint ID ********.

The complaint alleges that SSM Health did not submit a claim to the patient's commercial insurance in a timely manner.

A one-time adjustment has been implemented, and the account balance has been adjusted accordingly due to the delay in submitting the claim. The account has never been reported as being in collection status. The balance has been adjusted to $0.00, and there has been no impact on the consumer's credit.

Thank you for providing us with the opportunity to address this matter.

SSM Health ***************** Services
Customer Answer
Date: 05/07/2025
Better Business Bureau:

I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution.

Sincerely,

******* *******
Initial Complaint
Date:04/08/2025
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.
SSM Health account ************. The date of service for this charge (refraction) was 9/30/24. I received a billing statement dated 10/18/24 for this service. On 11/05/24 I paid this bill of $80.00 with our credit card. The balance on this account was now zero.On 01/21/2025 I received a credit card refund of $80.00.I subsequently received a billing statement dated 3/4/25 for this same account and charge (refraction) in the amount of $80.00. On 3/21/25 I called the account services at ************. This number was provided by a local SSM Health facility. I asked for an explanation and clarification of this billing statement. I was told by the representative that they needed to review this account, and I would receive a call back on 3/24/25 or 3/25/25. To date (4/8/25) I have not received a call back.I did not call the business office at ************ because my past experience with them was no different than the outcome using the more local number of ************. No call ******** I have received a second billing for this account.I was merely trying to get an explanation/clarification of what has happened with this account.Please contact me to clear up the status of this account.
Business Response
Date: 04/09/2025
This correspondence serves as SSM Health's response to Complaint No. 23175803.
The complaint states the consumer received a refund in January 2025 for a payment made in November 2024 and is now being billed for the same balance previously paid and refunded. He has requested an explanation. The supervisor of ************** reviewed this concern and provided the follow feedback. The representative who completed the refund was newer and was not following correct protocol for review prior to refunding. This was human error, not a system error.
A separate correspondence will be sent to our patient regarding the outcome of this complaint.
SSM Health ***************** Serivces
Customer Answer
Date: 04/10/2025
Complaint: 23175803

I understand your response regarding the account billing.
However, you did not address the issue of the lack of response from the customer service representatives every time I have contacted SSM Health by telephone. Each time the representative promised a return call within a certain amount of time and every time I did not receive a call back. This shows a lack of customer service and is very frustrating to the patient. Please explain.

Sincerely,

****** ******
Initial Complaint
Date:03/27/2025
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.
Payment was made in February. Account should show $0 balance. I am the father of the child for the account. I've wasted hours on the phone and gotten different and contradictory and incorrect information from company representatives. Calls were dropped and I was hung up several times by your company. Please adjust account to $0 balance.
Business Response
Date: 03/31/2025
This correspondence serves as SSM Health's response to Complaint ** 23122706.
The payment referenced in the complaint was posted to the account on 3/27/2025 leaving a $0.00 balance.
Thank you for allowing us the opportunity to respond to this complaint.
SSM Health Patient Financial Services

Customer Answer
Date: 03/31/2025
Better Business Bureau:

I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution.

Sincerely,

****** *****
Initial Complaint
Date:03/21/2025
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.
My sons name is ***** ******* This is an issue with SSM health in ********************* My son went to the doctor. Everything went well I changed jobs and they did not know about the new insurance.-so they followed it with old insurance company came back then that I didnt have insurance-sent it to collections-now Im stuck between the hospital saying they dont have an account and the collections company saying that they dont have any information on it. I need help and Ive called six times in the past six
Business Response
Date: 04/15/2025
This correspondence serves as SSM Health's response to Complaint ID ********.
The complaint states SSM Health was not in receipt of update insurance coverage and billed an inactive insurance carrier for services provided, resulting a denial. The denied balance was sent to collections for non-payment. It is a patient's responsibility to provide valid insurance coverage, SSM Health is at fault in this instance. After reviewing the billing timeline, it was determined a onetime courtesy adjustment would be granted due to the age of the claims. The account balance was recalled from collections and an adjustment posted reducing the balance to $0.00.
Thank you for allowing us the opportunity to respond to this complaint.
SSM Health Patient Financial Services
Initial Complaint
Date:03/19/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
******* in the emergency room coaxed my elderly mother into giving a verbal DNR while she was incoherent. She has been out of it for days. She is still out of it and cannot even answer a phone call
Business Response
Date: 03/24/2025
Thank you for providing SSM Health St. Joseph ******************* with the concerns you received regarding our organization. SSM Health takes all customer concerns very seriously. Upon receipt of this notification, we began to review all aspects of the concern and will follow up on any potential opportunities for improvement necessary as part of our complaint and grievance process. We are actively working to resolve the concerns with the customer directly but are unable to share any details with the BBB regarding our review and response due to patient privacy laws.

We strive for the best experiences for our patients and family members in keeping with our mission to provide exceptional health care services. The responses to the concerns noted above were completed on March 19, 2025. My best wishes for a future of good health.
Customer Answer
Date: 03/24/2025
Complaint: 23086752

I have reviewed the business' response and am rejecting it because:
Dr. ********* ********** physically disconnected my sisters phone call with me after my mother said "I do not want a DNR, I want to live". Dr ********* ********** then said "now hold, are you sure?". I told Dr ********** she (my mother) has spoken, so please honor her wishes. This is when Dr ********* ********** hung up my sisters phone and refused to talk to me. There were 7 witnesses to this call. I was in formed that Dr ********* ********** never put this in her report. This is very Unprofessional and unethical by a healthcare "professional ". Nothing has been done as far as pushing a DNR towards an elderly incoherent patient. ******* (the nurse in the *** has not been addressed about this situation either.

Sincerely,

****** ******
Business Response
Date: 04/02/2025
Thank you for providing SSM Health St. Joseph ******************* with the concerns you received regarding our organization. SSM Health takes all customer concerns very seriously.
Upon receipt of the second notification, we began to review all aspects of the concern and will follow up on any potential opportunities for improvement necessary as part of our complaint and grievance process. We contacted your customer and discussed the concern directly with him on March 27, 2025, but are unable to share any details with the BBB regarding our review and response due to patient privacy laws.
We strive for the best experiences for our patients and family members in keeping with our mission to provide exceptional health care services. The responses to the concerns noted above were completed on March 27, 2025. My best wishes for a future of good health.
Initial Complaint
Date:02/28/2025
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.
*** keeps billing me for services I did not incur or receive. I have notified them several times by phone and by email (attached). They are billing me for a different "******* *******" medical treatment. I even sent them a copy of my drivers license as they requested to prove I am not the ******* ******* who received the treatment. I have never seen the doctor (Seethal *** *********** md) and have never received treatment from him. *** even confirmed the ******* ******* that treated with this doctor has a different date of birth. Even after providing proof, they continue to harass me and turned this over to a collection agency, who I have also disputed that these are my charges and yet they still harass me as well.
Business Response
Date: 03/31/2025
This correspondence serves as SSM Health's response to Compliant ID # ********.
The billing has been corrected, and Mr. ****** will no longer receive statements for services provided to another patient. We sincerely apologize for the inconvenience this has caused.
Sincerely, SSM Health Patient Financial Services
Initial Complaint
Date:02/24/2025
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.
I were admitted to this facility in 12/2024. I was transferred to St H32353536**34353037H&#**;s in **********. We went through my things and they couldn&#**;t find my teeth. I reported it to them and they told me they would send a check for the teeth. They have not followed through with this. When I contact them, they tell me they are working on it. It&#**;s hard to get a hold of the administrator. I leave a message and she doesn&#**;t call back.
Business Response
Date: 03/03/2025
Thank you for providing SSM Health St. Joseph **************** with the concerns you received regarding our organization. SSM Health takes all customer concerns very seriously. Upon receipt of this notification, we began to review all aspects of the concern and will follow up on any potential opportunities for improvement necessary as part of our complaint and grievance process. We are actively working to resolve the concerns with the customer directly but are unable to share any details with the BBB regarding our review and response due to patient privacy laws.

We strive for the best experiences for our patients and family members in keeping with our mission to provide exceptional health care services. The responses to the concerns noted above were completed on March 2, 2025. My best wishes for a future of good health.
Initial Complaint
Date:02/21/2025
Type:Service or Repair 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 an ******************* located in *********. The visit date was 11-15-2023. At that time I believed to have two insurance polices one being **** of Wisconsin as a dependent and my secondary being my **** ******** as I would be the subscriber. After that visit *** never processed my claim correctly stating there was a lapse in my insurance company and stating I owned $241. After many calls and it now going on almost one year and three months they sent my $241 to collections. I have reached out to all insurances and have got records showing I did not have coverage through my ********** Blue Shield and my **** ******** is the only one that should have been billed. My **** ******** has also reached out to them to show EOBs as it processed as my only insurance at the time of the visit. I would really like this resolved and the $241 taken out of collections when I am not liable for that amount. Below I have attached the letter from my **** ******** stating I am no liable for that amount and also proof showing I had no coverage through my primary bcbs at the time of service 11/15/2023.
Business Response
Date: 02/28/2025
This correspondence serves as SSM Health's response to Complaint ID: ********.
The balance for date of service 11/15/2023 was recalled from collections with no adverse effect to the patient's credit and billed to **** Healthcare by Medica.
Thank you for allowing us the opportunity to respond to this complaint.
SSM Health Patient Financial Services
Customer Answer
Date: 03/01/2025
Better Business Bureau:

I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution.

Sincerely,

***** ********
Initial Complaint
Date:02/03/2025
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.
DATE: May 5-7, 2024 Previous complaint regarding payment plan set-up has been addressed. I called today and set up a payment plan of $25 a month for the $225 balance. I don't understand why I am still being billed for this? The attached documentation shows it has been paid by Essence Healthcare. Additionally, when I called SSM on Dec. 31, 2024 re this invoice, the representative I spoke with - "***" - advised me not to pay this bill yet, because it had been negotiated to $105.I went ahead and made the first $25 payment to show good faith, but I wish SOMEONE could determine the correct balance and explain the discrepancies.
Business Response
Date: 02/21/2025
The balance on the account is resolved in the patient favor and reflects the amount of $105.00 per her EOB.
Thank you for allowing us the opportunity to respond to this complaint.
***** SSM Health Patient Financial Serivces
Customer Answer
Date: 02/24/2025
Better Business Bureau:

I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. I appreciate having it fixed, but it was just absurd how difficult it was to accomplish this.

Sincerely,

**** *****
Initial Complaint
Date:02/03/2025
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.
Account # *********** Account Name: **** **** ******** n/k/a **** Dawn ****** (I have requested updates to my name for YEARS now and despite being told it is updated, it clearly is not.)Service Date: 9/13/2024 RE: ******* ***** ******** (my daughter)Emergency room visit at SSM Health ******************************** - ****** ********************************************** Tricare West Region Myself (carry's the Tricare) and my ex husband (he carry's the Anthem) have called numerous times advising that BOTH insurance companies were not billed properly. Insurance coverage is valid with both company's, the bills simply need to ran through the primary and then the secondary, but for whatever reason, no matter who we talk to, NO ONE is willing to do THEIR job. If you ask for escalation, you don't get that either. Most recent statement is from 1/7/2025 iao $245.55 and I am DISPUTING this bill as claims have not been filed or processed with both insurance companies on file.
Business Response
Date: 02/24/2025
This correspondence serves as SSM Health's response to complaint $ 22893381.
The complaint states SSM Health failed to bill this claim to the correct primary and secondary insurance policies.
Tricare shows two policies primary to Tricare. SSM Health mailed a letter to the guarantor on 2/19/2025 outlining the need for an updated to the Coordination of Benefits with Tricare. The letter includes a direct contact at SSM Health with an invitation to call and provide updated information. The complaint can be resolved with action taken by the guarantor.
Thank you for allowing us the opportunity to respond to this complaint.
Kare - SSM Health Patient Financial Serivces
Customer Answer
Date: 02/25/2025
Complaint: 22893381

I have reviewed the business' response and am rejecting it because: I confirmed with Tricare West today, 2/25/2025 that they do not reflect two primary insurance companies. The original primary health insurance was UHC, until April 1, 2024 when it changed to Anthem BCBS. Tricare East was updated with this information utilizing their OHI questionnaire on 4/15/2024.
It is important to note that we do not have this billing issue with primary/secondary insurance with any other provider, other than SSM Health.
Please note that as of January 1, 2025 the Tricare Region was changed from East to West.

Sincerely,

**** ******
Business Response
Date: 02/28/2025
This correspondence serves as SSM Health's response to the consumers rebuttal.
Tricare East did change to Tricare West, but Tricare East is the claims processer for claims with DOS prior to 01/01/25. This date of service is prior to 1/1/2025.
SSM Health insurance follow up department contacted Tricare East at ************ on 2/26/2025 and was told that the patient has not updated their *** information and have UHC and UMR showing as primary. The subscriber needs to contact Tricare East at ************ and update their ***.
It is important to note, ******* has this claim in their system. Once the *** is updated, they can reprocess the claim according to the members benefits without resubmission by SSM Health.
Thank you,
***** SSM Health ***************** Serivces
Customer Answer
Date: 03/03/2025
Better Business Bureau:

I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution.

Sincerely,

**** ******

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

SSM Health is NOT a BBB Accredited Business.