Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
08/27/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
I have ***** coverage along with my ********. I have been asked numerous times to pay in advance for a estimate of my expenses insurance will not cover which I have done. However ***** has paid some of these bills in full and I have not received any refund.
Business response
08/29/2022
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 response
08/29/2022
Complaint: ********
I am rejecting this response because: I have paid in advance for the "estimated cost" insurance would not cover, however insurance paid in full.Further I have paid in full for Covid testing and was still billed by insurance.An accurate accounting of the billing should be Mercy's responsibility.They have rejected my complaint but given no person to contact.
Sincerely,
****** *********Business response
08/31/2022
Good morning,
We will follow up with patient as the account is correct and there is no refund due.
Initial Complaint
07/21/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
In November of 2021, I had an eye surgery performed with Mercy in Springfield, MO. I have been battling back and forth with them, and ****** **** ***** **** ****** over my charges ever since. My insurance company said this was out of network and charged me as such. I filed an appeal with Anthem and won. While all this was going on, I was in the process of setting up a loan with ******** ****, through Mercy, in case I lost my appeal. When I advised Mercy I had won my appeal, I was told by a supervisor she was able to stop the loan with ********. My balance with Mercy is now $0.00. I am now getting billed from ******** ****. Last time I spoke with Mercy, June of 2022, I was told that I have NO loan or payment plan through ********, that a miscommunication must have crossed paths, and everything has been resolved. Now I am being told by Mercy that Mercy was paid, and I also have a payment plan through ******** **** set up. This has been so overwhelming and confusing I need some help. It appears that Mercy was paid by my insurance, and now, I am having to pay ******** **** for absolutely no reason, as if 2 businesses are getting paid for the same service. If I could afford an attorney, I would definitely be getting one. PLEASE HELP!!!!!Business response
07/25/2022
We have reviewed the account in detail, the loan was never fully cancelled just a change in balance since the you paid us an amount was applied. Although you stated an appeal was completed and approved we never received any additional payments then the original payment in December. You will need to get with your insurance to verify when they will be sending us the payment. I will have the balance recoursed at this time and you will get an updated statement from Mercy.Initial Complaint
07/05/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
I had an appointment on 10/06/21 at Mercy Clinic OB/GYN Southfork.Received a bill at the end of November 2021 for $204. Called my insurance company to find out why nothing was covered.They stated that the medical billing code that was used had been used earlier if the year by primary doctor. Told to call billing department at Mercy and have them send a revised bill with another code.After talking to numerous people on different occasions finally told revised bill was sent on January 21st. Insurance company has never received revised bill. Now billing department is saying I asked for a payment plan which I never did.They want to be paid $50 a month for 6 months totally $300. Tired of dealing with these people, have been lied to enough. Need this resolved before it goes to collection. The account number is *********.Business response
07/05/2022
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.
Please see attachment
Customer response
07/06/2022
Complaint: ********
I am rejecting this response because:They are not trying to resolve this issue at all.
Sincerely,
******** *******Business response
07/06/2022
Good afternoon,
Unfortunately the charge is correct and has been reviewed by the office. Patient is responsible for the balance.
Initial Complaint
06/16/2022
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I have been trying to get a **** resolved with Mercy for over 6 months now. My primary paid then my secondary paid and said that I owed $0. However Mercy keeps saying I owe $21.92 and that I need a coordination of benefits. I called TeamCare and was told "NO I didn't need coordination of benefits and that I don't owe this". I have called several times have several different dates and people that I have spoken to with Mercy. I then was told to call TeamCare back and get a reference number which I did and it is ****** 5/6/22. Still nothing keep receiving phone calls so I call back do exactly what they tell me and I keep getting told that they will send this up to their supervisors but nothing gets done. Today I found out that Mercy has sent me to collections so I called again and was told the exact same thing. To get a coordination of benefits and have them fax an EOB to ***************** at ************. I called TeamCare they did fax however Mercy doesn't do anything. I did go ahead and pay **** today in hopes that it wouldn't ruin my credit since I have excellent credit however the rude lady with Mercy told me there was no guarantees. If they would just look at my payment history I have always paid my bills with them. I've been disputing this one and really need some help. I would like to see a billing adjustment and to be sure that this isn't on my credit report.Business response
06/21/2022
We have reviewed the complaint in detail and followed up with the patients insurance companies. ********** Blue Shield did provide us with the corrected information and we have now posted as a contractual adjustment and no patient responsibility. This is being corrected and we are refunding the $21.92 back to the patients card.Customer response
06/21/2022
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. However, I would really like them to make sure that it doesn't hit my credit report since they sent me to collections.
Sincerely,
***************************Initial Complaint
05/23/2022
- Complaint Type:
- Billing Issues
- Status:
- Resolved
When I called to make my 1/19/21, appointment for a vision exam at the Mercy Ozark Vision Clinic I was assured my FEP ******************** would fully cover the fee. Upon arrival for the exam, I was again given that assurance and I presented my FEP ******************** card to the receptionist. However, without explanation, I received a **** for the exam?The following is the entire text of a message that I submitted at the MyMercy.net website which further documents that Mercy Springfield has had details regarding my vision insurance:RE: ***************** Billing Submitted 3/30/21 but Not yet read by staff Good afternoon Sabra and ******* Services Reader/s,My turn to ABJECTLY apologize for the delay. The following information is provided in response to your message. It isnt precisely in the form and format as what was requested but it does include ALL of the information that appears on the insurance card:Insurance Name: FEP ******************** Address: FEP BlueVision, ************************************* Insurance Phone # (Providers): ************** Insurance Phone # ******************* ************** Member Name: **************************** Member ID: ********** Option: High Web address: fep.bluevision.com Effective date: 01/01/2019 Subscriber Employer: Retired Federal Employee Relationship to Pt: Self Some information requested in your message of 3/11/21 is already on file with Mercy. However, please feel free to call me at ************ if any additional information is required to process the claim.Thanks again,************************* Mercy Clinics Springfield deserves payment for 1/19/21 exam. In a reciprocal manner it SEEMS THE PATIENT HAS THE RIGHT TO KNOW IF THE **** FOR THE **** WAS EVER SUBMITTED TO HIS VISION PLAN?Business response
05/23/2022
please see letter
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 response
05/24/2022
Complaint: 17241377
I am rejecting this response because:This has been an on-going issue for far too long. When I called to make an appoint for a vision exam at the Ozark eye clinic I asked and was assured that my FEP ******************** plan would fully cover the cost of the exam; when I checked-in for the exam I was again assured that the exam would be fully covered by my insurance; I was asked for my insurance card and presented it to the receptionist.
WITHOUT EXPLANATION AS TO WHY MY FEP BLUEVISION WASNT BILLED FOR THE SERVICE, Mercy, billed me, and recently has turned the **** over to ********************, LLC, ************************************ 29221-1608.
My registered return receipt **** letters to Mercy-Springfield, and ******************** have been totally ignored.
Sincerely,
*************************Business response
05/24/2022
Good afternoon,
Patient was sent a letter to advise of the action being taken on his account. He can contact customer service at ************ between ********* CST M-F to discuss the results.
Business response
05/31/2022
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
06/01/2022
I didn't respond sooner because Mercy's letter, with acceptable resolution, was received yesterday, May 31, 2022.Initial Complaint
04/19/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
I filed a complaint a couple of months ago. I received a call from Mercy that apologized for the problem, but I am still getting a ****Business response
04/21/2022
Thank you so much we apologize for the inconvience this has caused you. We were able to locate the VA authorization number and has sent the charges to the VA at this time. Please let us know if we can be of further assistance.Customer response
04/21/2022
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,
*********************Customer response
05/31/2022
I get my medical treatment from the Veterans Administration. If I have an emergency, I can go to a local hospital. They are supposed to bill the VA, not me. I have had to call and tell them. They say I need to get a number for them. I am in my 70's and disabled. I am sure there is a way the hospital can get this information, but they just send me bill after bill. A few weeks ago they called me to set up payments. I told them they need to bill the VA, and the person I was talking to said they would take care of it. I am still getting bills. If I call the hospital, I am told that they will take care of it. I don't think the caller can take care of the problem, and they refuse to let me talk to their supervisor. After several calls, I get very upset and raise my voice. The then hang up. They have finally stopped taking my calls. In the first BBC complaint, they finally fixed the problem. The next hospital visit causes the same problem. The billing office should know by now how to take care of the problem. I don't know if the billing people are being trained on how to bill the VA,. This is the 3rd time I have had to file this case for all three visits. The always call me and say they will take care of the problem. I then close the case. A few month later the are doing it again. Could you please help me with this problem. I have not try to get anything from them in the past. This time I want to bill the VA properly and send me a check in the amount of the bill of $1,935.70. Maybe if they have to pay out some money on a recurrent problem.Initial Complaint
04/19/2022
- Complaint Type:
- Billing Issues
- Status:
- Resolved
Mercy made a billing error that caused insurance company to reject labs from a third party vendor. I completed thorough research before contacting Mercy to make sure I had an accurate understanding of Mercy's mistake. Mercy acknowledged the error, but has taken no steps to correct the error. Now I am getting threatening calls from ***** and the lab refuses to process anything until they get money. Despite many attempts, Mercy refused to correct the mistake and now I am being punished.Business response
04/20/2022
We contacted ************************************ office regarding the lab orders and after thorough review, verified issue with the lab coding and she contacted the lab company ***** to have this corrected. ***** assured us they would take care of the issue and the corrected codes would be sent to the insurance company.Customer response
04/21/2022
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
03/11/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
When I was driven to the ER on 1-3-21 by ambulance, the ER nurse falsified my medical records (reasons remain unknown and only speculated). Her neglicence prevented proper treatment of my TBI, and I am still suffering from a TBI over a year later, and also still frequently contacting Mercy about the medical records they refuse to provide. The issue is ongoing and the HIPAA complaint department cannot get Mercy to give me my medical records in full or an audit of my records to prove they've been edited and falsified multiple times through this past year in order to avoid dealing with me and my misdiagnosis. I am requesting that they fix my falsified medical records, but they refuse to do that, and because they allowed my PHI to remain incorrect, my treatment and healing from my brain injury has greatly suffered. As of 3/11/22, Mercy has still refused to cooperate with HIPAA or me in correcting my records or including any of my complaint statements on my PHI, so I am needing some entity out there powerful enough to do something about this. Please force Mercy to correct my medical records. I have been fighting them for over a year and I am stressed, still managing TBI symptoms, and exhausted.Business response
03/21/2022
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 patient's 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.
Customer response
03/28/2022
Complaint: ********
I am rejecting this response because:
Mercy Hospital said my complaint is due to "billing" issues. It is not. They are very aware of what my complaint encompasses after one year and 3 months of me continually complaining about my PHI being incorrect. They also stated that they would contact me directly instead of through BBB, due to HIPAA regulations. Fair enough, except they don't seem to care about those regulations when it comes to releasing my complete and correct PHI to me and fixing the falsified records or responding to my opened HIPAA compliant against them...how convenient. They also have not reached out to me, via MyMercy App, email, phone, or mail as of 3/28/2022, despite telling you that's exactly what they'll do, so I highly think they'll keep ignoring my complaints as they have been doing for an entire year now instead of fixing their mistake...which is more serious an issue than "billing."
Sincerely,
********* *****Initial Complaint
01/31/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
On 11/26/2021 I went to Ambulatory Care off of National to get some tests done to see if I can figure out what was wrong with me. I had tests done and a CT scan. My statement said insurance covered all of it but like 80$, so I went ahead and paid that before I left. When they sent the statement to my insurance company it was dated the 29th instead of the 26th, so it stated date of service does not match authorized date span and now my insurance is charging me 4000$. I have continually tried to get ahold of Mercy's billing department. No one will get back with me and I can never get through on the phone. The one time I did get ahold of them before I knew exactly what was going on, they wouldn't even look into the situation and just told me to call my insurance company. Even though it is a mistake on Mercy's end and they are the only ones who can fix it. I cannot pay for this and now it will probably go to collections. This needs to be solved but I have no way of getting ahold of billing apparently.Business response
02/28/2022
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.
Initial Complaint
01/23/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
The mercy hospital finance department is terrible they have lost documents and drug their feet for 6 months only to deny me assistance I have been out of work with no income since June 2021 they said I exceed their charity assistance due to my income WHAT INCOMEBusiness response
02/10/2022
February 10, 2022
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.
The patient provided documents, received on 07/30/21, that showed the patient had the ability to pay based on the 2021 Federal Income Poverty Guidelines. I have called the patient to offer him to re-apply based on the new 2022 guidelines. I have left a voicemail with my direct call back number.
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
02/10/2022
Complaint: ********
I am rejecting this response because:
I recently talked to Mercy from Carthage and they reduced the bill by 75% I paid the bill in person January 24 2022 My only complaint now is since they sent the bill to a collection agency now I have a blemish on my credit score There is no point to fill out new documents for financial assistance and be put in a pending state for an additional 6 months If Mercy could reinstate my credit score that would greatly be appropriated
Sincerely,
**** *****
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. ↩
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.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
29 total complaints in the last 3 years.
6 complaints closed in the last 12 months.