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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
05/20/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
The sleep center at Mercy in Springfield, ** is the most unprofessional medical department I have ever had the displeasure of dealing with in my entire life. I went in Feb for a take home sleep study that came back with no so great results. Prior I was told that if results were not favorable an additional study would be needed. I was told I had to wait for a CPAP or ACPAP machine until later. After receiving the results I had no follow up with the Dr. ** one reached out to go over the results at ANY TIME EVER. This was concerning as I looked up the values on my results and had to ****** them to understand where I stood. I was shocked to see that my results where VERY bad. Similar patients where being rushed to follow up appointments and treatment. So I called the sleep center said I got my results and scheduled my own titrating sleep study. I was told the soonest would be 4 months out and that due to my results they would put me on the call list for the next available study opening. 2 weeks before my sleep study appointment I get a message on MyMercy app to let me know my test has been denied by Healthy Blue. I call in to the center leave a message and 5 days later I finally get a call from the sleep center first time in 4 months. The explain how my Dr. no longer works there and the director looked over my test and I should be good with an ACPAP what company would I like to work with etc. Why is some director I have never met making life choices for me? I was never asked if I wanted to pay out of pocket. I was never consulted EVER. I went into this knowing I have a sleep disorder when I took a sleep study 15 years ago and went in recently to SEEK HELP WITH THE MATTER. I just want this to be taken seriously it's my life and the quality of it.Healthy blue has no record of this request they would really like to know the **** for this. They have not denied anything. Mercy is not running a smooth operation. The staff at the sleep center are terrible. STAY AWAY!
Business response
05/21/2024
Good morning,
Please see response below; a copy of the letter is also being mailed to the address below:
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 SystemsBusiness response
05/28/2024
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.
Initial Complaint
02/23/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
November 2, 2023 I saw my doctor for an issue I was having with my neck. He referred me to Physical Therapy. Within a few weeks I was able to set my 8 recommended appointments with Mercy Physical Therapy on ******************* in Springfield, **. On December 29, 2023 I received via the My Mercy App the estimate for services. The estimate was showing $302. Over January and a part of February I went to Physical Therapy. February 23, 2024 I received a Bill for $1,736 after insurance. I called in and spoke to billing to find out why it jumped from a $302 estimate to $1,736. Billing stated that the $302 was per visit. The estimate did not state it was per visit and if it were per visit I should have received an estimate for each of the 8 visits, not just one estimate. When the estimate came out I was fine with the given estimate, but since it was only 1 estimate and it did not state per visit I was going on the understanding that estimate was covering 8 visits. If it had said per visit or had given me 8 estimates I would have realized that the $302 was actually an estimate of $2,416. I would have found an alternative treatment had I been given the correct information up front. Mercy says not surprise bulling. This was definitely surprise billing. I feel this was deceptive billing practices. Billing said that I would need to call estimating to get it straight. Estimating said billing would be the only ones that could make an adjustment. Now I am stuck with a bill I would have never agreed to if given the correct information.Business response
02/28/2024
Good afternoon,
Please see attached response and a hard copy of the letter is being mailed to the address below:
February 28, 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.
The patients concern has been reviewed and I called and spoke to the patient to discuss the findings.
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 SystemsCustomer response
03/01/2024
Complaint: 21336669
I am rejecting this response because:
I did speak with *******. She was very nice and understanding. This claim is not resolved. She is going back to the governing team with screen shots of what I see, so they can reconsider their respond, which was they will not make an adjustment.On the call I did find out that on the hospital side, the estimates shows the number of visits. In the patient side it does not. I told ******* that in the My Mercy app, I should be given what they see on the patient billing side, not a different version with less detail. As the patient I have no way of knowing there is more information about my care and how much it could potentially cost without them giving me all pertinent information.
Sincerely,
*******************************Customer response
03/03/2024
I have attached the ***** form. I received a call from ******* atvMercy. The committee reconsidered and lowered my bill. I am satisfied with the outcome of this complaint. Thank you for your help.Business response
03/04/2024
Good afternoon,
Please see response below. Also, a hard copy is being mailed to the address below.
March 4, 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.
The patients concerns have been reviewed and addressed. I contacted ********************* on 3/1/24 to discuss the findings and she was very pleased with the outcome. I also, contacted her today after receiving this notice to confirm that all her concerns were addressed, she advised they had been and was pleased.
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 SystemsCustomer response
03/04/2024
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me. ******* was very responsive, respectful and felt she truly wanted to help. Thank you for your help in the matter.
Sincerely,
*******************************Initial Complaint
02/06/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
Mercy Hospital falsified my medical records in 2016, and then again in 2022 and 2023 resulting in me losing my health insurance. Their actions are a black and white case of Defamation, and legal action will be pursued. I was never properly diagnosed or treated to match their false claims of depression in 2016, nor was I ever advised of their actions to falsely claim I had depression. It wasnt until December of 2023 that I even learned of their false claims. It was at that time I received a letter from my insurance company stating I had a history of depression and that they were dropping me as a customer. Upon digging into all of my medical records I found that during 3 visits in 2016 ********************** falsely claimed I had depression, I believe she used our personal relationship as neighbors and as someone who treated my whole family to her advantage to gain a profit. Its also worth noting that I saw ********************** 3 times in 2018, 3 times in 2019, 1 time in 2020, and 1 time in 2021 and she did not mention or code anything about depression in any of these visits. Furthermore proving the claims of depression are completely false. ********************** then chose to randomly put in codes in 2022 and 2023 for single episode depression, which resulted in my insurance dropping me. These claims are completely false, there was nothing discussed or any evaluation during either visit that had anything to do with depression. The fact Mercy is putting this false information into my medical records without any proof of their claim, without proper diagnoses, and without anything more than a pursuit for profit is the base of my Defamation claim.Business response
02/07/2024
February 7, 2024
BBB
***********************************************
******************Case ID: #21253486
Dear Better Business Bureau Investigator,
I appreciate the opportunity to respond regarding concerns of billing/collection practices for clinical services provided to the complainant.
We have received the additional complaint; however, due to privacy reasons we cannot comment or further respond to this complaint in this public forum.
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 response
02/08/2024
Complaint: 21253486
I am rejecting this response because: I know nothing about an internal system for resolving this issue nor has mercy reached out to me to resolve anything. And this is also not a billing issue, this is a issue of a doctor working for mercy that is falsifying medical records for profit. That's a little more major.
Sincerely,
*******************************Customer response
02/08/2024
Here is the signed form, what else is needed?Business response
02/09/2024
Response sent via portal and hard copy mailed on 2/7/24:
February 7, 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.
We have received the additional complaint; however, due to privacy reasons we cannot comment or further respond to this complaint in this public forum.
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 SystemsCustomer response
02/12/2024
Complaint: 21253486
I am rejecting this response because: This is the same generic response as last time. There is no internal system provided to me. No one at Mercy has reached out. Nothing is being done. Mercy is just ignoring this problem.
Sincerely,
*******************************Business response
02/15/2024
I appreciate the opportunity to respond regarding concerns of billing/collection practices for clinical services provided to the complainant.
We have received the additional complaint, however, due to privacy reasons we cannot comment or further respond to this complaint in this public forum.
Out of respect for he 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 or further assistance in the resolution of this concern.
Customer response
02/15/2024
I already sent this form on 2-7, I've attached it againCustomer response
02/15/2024
Complaint: 21253486
I am rejecting this response because: Does Mercy only have a robot working for them????? It's just the same email over and over with zero help
Sincerely,
*******************************Customer response
02/15/2024
I've now sent this 3 timesBusiness response
02/20/2024
Good morning,
Please see the response below. There is also a paper copy being mailed to the address below.
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.
It has been confirmed that the clinics practice manager has contacted the patient regarding his concern. As patient follow up has been owned by the clinic and considered closed on their end, this will be our final response regarding this issue.
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 SystemsCustomer response
02/21/2024
Complaint: 21253486
I am rejecting this response because: this is completely wrong, ***** did NOT solve anything. Why do you think I had to come to the BBB??????? More proof mercy does not care about the damages they cause
Sincerely,
*******************************Business response
02/21/2024
Good afternoon,
I have forward to the office for review as our office is unable to review.
Customer response
02/22/2024
Complaint: 21253486
I am rejecting this response because: I guess I'll keep waiting. This only started 3 months ago, whats another couple weeks.
Sincerely,
*******************************Initial Complaint
01/16/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Mercy misdiagnosed me back in 2016 without my knowledge and then randomly coded similar codes in 2022 and 2023 also without me knowing, and in turn costing me my health insurance. Dr ********* will not respond to my emails about at the very least fixing their coding error in 2022 or 2023, nor will her manager *****. Not only did I lose the health insurance I’ve had for some time, my insurance agent has advised me due to this coding error in 2022 and 2023, any new insurance that I may obtain in the future will most likely be canceled the first time I have a claim. Attached is the cancelation letter from my previous health insurance company, as you can see I was canceled due to “history” of depression which is by no means the case. In fact, I never even knew my doctor diagnosed me with depression. And no, there was no suggestion that I see counseling or any kind of actual help for someone who Mercy declared to have something as severe as major depression. If I truly did have major depression, I was literally left to fend for myself. Seems pretty irresponsible to me. The issue is Mercy did not feel my supposed depression was worth mentioning in 2018, 2019, 2020, or 2021. Then they randomly threw out a code for major depression in 2022, and again in 2023. At that point it became “history”, and in turn cost me my health insurance. Mind you, there was absolutely nothing discussed about depression during either visit. I’ve tried to explain to Dr. ********* and the office manager *****, that I don’t care that I was misdiagnosed in 2016, I’m willing to let that go, all I care about is removing the random codes they put in my records in 2022 and 2023 so I can get my health insurance back. But my request has fallen on deaf ears. I just don’t understand how they can code something into my records that not only isn’t true, but also wasn’t discussed. Attached are my emails to Dr ********* and my insurance letter.Business response
01/18/2024
Good afternoon,
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.
We have received the complaint and due to privacy reasons will not be providing further details. We are in the process of addressing 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 SystemsA paper copy is also being mailed to:
BBB
*** ** ********* **** ****
** ****** ** *****Business response
01/31/2024
I appreciate the opportunity to respond regarding concerns of billing/collection practices for clinical services provided to the complainant.
We have received the complaint and due to privacy reasons will not be providing further details. We are in the process of addressing 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.
Initial Complaint
10/10/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
THEY DID A COLONOSCOPY. MY ****** ****** CO PAY WAS $35 AND WAS PAID. ***** VERIFIED THE COPAY AND SAID THEY ACCEPTED MY ****** ****** CARE ******** PLUS AND CONFIRMED THE $35 CO PAY WAS ALL I HAD TO PAYBusiness response
10/10/2023
Hello,
I have contacted Mr. ********* and discussed the complaint that was submitted to the BBB. The subject of the complaint has been discussed and resolved but, there was additional information that was attached for something that was not outlined with the original complaint submitted. However, this is also being addressed separately for Mr. *********.
Thank you,
**** ******
Customer response
10/12/2023
Complaint: ********
I am rejecting this response because:
I was quoted a copay of which I paid. We were then billed an additional $8o plus dollars. We contacted ***** and spoke to ****** pm 8/30/23. ****** stated a $20.00 copay and gave us account number ***********. ****** said they were way behind in their mailings. ***** claimed 10/10/23 they mailed the information. We never received the information. I was told today (10/10/23) bhy someone that called from ***** she had a document that someone from ***** quotes us a $20 copay! I asked for a copy of that document.
Sincerely,
******** *********Customer response
10/14/2023
This was for an ultrasound and not for a colonoscopy. I was told by a woman from ***** she had a record of someone there quoting us the $20.00 copay which was paid upon their request prior to authorizing the Ultra Sound. It is obvious that is what was quoted us by ***** accepting our $20.00 copay. I asked the woman that called last week for a copy of the record she told me she had of someone at ***** telling me my cost would be a $20.00 copay. She would not provide me with that document. If necessary, I will file a complaint with Small Claims Court for the $81.25 bill plus court costs and the cost of having a subpoena served upon ***** demanding the document stating I was quoted the $20.00 copay.Business response
10/18/2023
I appreciate the opportunity to respond regarding concerns of billing/collection practices for clinical services provided to the complainant.
The complainant outlined has been reviewed, the patient was contacted and this was discussed.
Out of respect for the privacy and confidentiality of our patients protected ****** 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.
Business response
10/18/2023
Hello,
This in response to the 2nd BBB letter outlining an issue that was being reviewed by ***** after I reviewed the first complaint filed.
The 2nd compliant outlined has been reviewed. The Patient was contacted, complaint was discussed. He has also been provided a letter outlining his account for his future reference.
Initial Complaint
09/22/2023
- Complaint Type:
- Billing Issues
- Status:
- Resolved
On September 6th of 2023, I went to the Carthage Emergency room for a kidney stone issue. I was there from midnight until 4:30 a.m. I was admitted to the room around 12:10 a.m. and a male nurse attempted to put in an IV. At the first attempt, he moved the needle and ruptured my vein. I told him to stop and it hurt when he put an alcohol pad on the entry point immediately, and he told me to "stop overreacting" he attempted again. But was unable to find my vein. While in the process of crying from the pain, another female nurse came in and told me to stop being so loud as there were children in the hospital. After the second attempt at the IV insertion. Another female nurse came in and took over. I then remained there for an hour and a half without pain medication or fluid through the IV. After getting pain medication through the IV, I was taken back for a ** scan. The ** scan showed 2 kidney stones in the left kidney and 1 in the right. I was told it should have passed by the time I left and did not prescribe any pain medications and that i had a UTI but was not perscribed antibiotics. After contacting my primary care physician to review the results, i was finally perscribed pain medications. And was informed that i did NOT have a UTI. I was also not informed by the ** that the kidney stone in my right kidney was partially blocking the urethra, causing a build up of urine in my kidney. I did not pass the kidney stone until Sunday, September 10th. I attempted to file a complaint through 3 separate people on Friday. September 8th, and was unable to until Wednesday, September 13th. I then recieved a letter of apology, saying that the doctor and two nurses were talked to, then charged over $900 for my experience in the **.
Mercy Hospital Emergency Room
**********************************************************************
******** **, 64836
**********Business response
09/25/2023
Good morning,
Please see the attached letter and I will be following up with the patient as well.
September 25, 2023
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.
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 SystemsCustomer response
09/25/2023
Complaint: 20638615
I am rejecting this response because:
I have given the original response to the Better Business Bureau through all documents sent in initial complaint. I am now requesting a bill adjustment due to the physical and mental maltreatment I had recieved with my care.
Sincerely,
*****************Business response
09/27/2023
Good morning,
I have followed up with the patient and her concern was regarding a different date of service and it has been resolved.
Please the attached letter. There is also a hard copy being mailed to:
BBB
*********************************************************************September 27, 2023
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.
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 SystemsCustomer response
09/27/2023
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*****************Initial Complaint
05/04/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
First of all, this is not about an inability to pay. This is about doing the right thing. I am not looking for a handout. I started at Mercy Urgent Care on South National, and since I said I had chest pains, after performing an EKG, they sent me to the ER on Cherokee, almost immediately. Upon arriving they did the standard intake procedures, and did ANOTHER EKG. I arrived at 345PM. I proceeded to wait 19 hours to be seen. They put in an IV around 5pm, and did random blood pressure checks throughout the night. Right before I was seen at 9am, they did a 3rd EKG. I felt like 3 EKGs after 19 hours of waiting was a bit out of line. The doctor was very nice (he has since left Mercy) and I left feeling better about myself. Before dismissal I gave the attendant my Medishare card, and said you can bill everything through them. They gave it back to me and I was dismissed around 10am or so, and came home to sleep on the 24th of October. A few months later, I finally got a bill in the mail. The bill appeared to be a "cash pay" bill. All charges appeared to be on the bill (EKGs, Doctor Bill, MRI, etc) I called Mercy up and they stated that they did not run my Medishare, and $6985 was the amount needed to close out the bill. While I was speaking to them they touted the "tax season discount" which was 20% of the total balance. I told them I wanted them to run my bill through Medishare, and so they did. My thinking was that the bill would be lower because Medishare would negotiate a lower bill. A few months went by and the bill went from $6985 cash pay, to $8100. Each time I speak to Mercy the bill goes up a few hundred dollars. I have asked repeatedly, why they cannot accept $6985 minus 20% because that is what they suggested was okay all along. I have always paid my bills, and have never had a collection to my name. A proper resolution would be a bill for $5588, and we move on down the road. This way I get what was advertised, and Mercy does the right thing.Business response
05/08/2023
Good morning,
We are currently working directly with the patient.
Initial Complaint
02/15/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
I have been billed after a surgery that my insurance company has said I met my out of pocket. I have contacted mercy on multiple occasions and they send me the standard statement of what I can't do. I was sent to collections even after I setup a payment plan and they accepted my payment.Business response
02/16/2023
Good morning,
Please see attached letter
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.
Initial Complaint
02/06/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I sought treatment for an emergency at Mercy Hospital, Berryville, AR. I was treated and released on or about May 17 2021. The hospital then billed me for the visit without submitting the claim to my insurance provider. I found out that they failed to submit the claim at a much later date and brought it to the attention of customer service agent ***** ******** on Dec 9 2022. He researched my request and found that they (Mercy Hospital) had not submitted the claim to the Veterens Administration as required and initiated a claim adjustment for the amount billed to me. He asked me to provide a VA ID card for the claim and I provided that card (for the 2nd time to Mercy Berryville that same day) The first time was when I was admitted on May 17th 2021. I received a call from Mercy on Jan 24 2022 by a customer service representative saying that the bill had been written off because it was Mercy Hosp fault for not filing and that I would be reimbursed for all the funds I had paid toward the bill. Subsequently I called on Feb 6 to check the status of the reimbursement from Mr. ******** who told me they would have to restart the entire claim and would take another 45 days. I feel I am getting the run-around. I would like my reimbursement in a more timely manner as I have been patient enough.Business response
02/07/2023
Good morning,
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.Customer response
02/13/2023
Complaint: ********
I am rejecting this response because:I responded to the letter and sent in twice my HIPAA form and still waiting on the business to respond to the complaint. I have given my permission.
Sincerely,
**** ********Business response
02/13/2023
Good afternoon,
This is currently under review, there is nothing else that can be done at this time.
Initial Complaint
01/10/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
I visited my Primary Care Physician on 09/28/2022, at the Mercy Clinic in Ozark, and was billed for such. My insurance (*******) covered the largest portion of the bill, and I paid my portion. Mercy continues to send me bills, for an amount over $400. I have contacted the insurance company, and Mercy billing numerous times. The insurance company sends them the Explanation of Benefits (the insurance company has provided me with dates and times) and Mercy continues to bill me, and says they never received the EOB. Mercy billing told me I could send them my copy of the EOB (after I suggested that, since they supposedly don't receive the insurance company's communication) but it wouldn't change the billing, because "people do alter" their EOB. I feel I have done more than my part to attempt to rectify this. I contact the insurance company, they send over the paperwork, and they are done with their part. Then Mercy billing claims they didn't receive the paperwork, which has now been sent repeatedly. Any attempts to communicate with billing are met with "You need to call your insurance company." How many times must i call my insurance company? I have now cancelled all future appointments, in an effort not to deal with Mercy billing.Business response
01/11/2023
Case ID: # ********
**** ********* ******
Hello,
I have been in contact with Lucinda and her insurance company *** *** and have resolved the missing payment issue. The insurance issued the bulk check payment to the incorrect address. *** *** is now reissuing the payment this will be resolved once payment has been received and posted. Lucinda is aware of the actions that are being addressed to correct the accounts and resolve her complaint.
Thank you,
**** ******
Mercy Patient Services
Business response
01/12/2023
I appreciate the opportunity to respond regrading concerns of billing/collection practices for clinical services provided to the complainant. This has been resolved on 01/11/2023.
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Customer Complaints Summary
29 total complaints in the last 3 years.
6 complaints closed in the last 12 months.