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

  3265 S National Ave Ste 115 Springfield, MO 65807-7340

• 

  Mercy Hospital

  PO Box 4568 Springfield, MO 65808-4568

  
• 

  Mercy Hospital

  2631 Cunningham Ave Ste A Joplin, MO 64804

• 

  Mercy Hospital

  100 U.S. 60 Mountain View, MO 65548

• 

  Mercy Hospital

  PO Box 2580 Springfield, MO 65801-2580

  

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:07/21/2022

  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.

  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

  Date: 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

  Date:07/05/2022

  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 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

  Date: 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 Answer

  Date: 07/06/2022

  Complaint: ********
  
  I am rejecting this response because:They are not trying to resolve this issue at all.
  
  
  
  Sincerely,
  
  ******** *******

  

  Business Response

  Date: 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

  Date:06/16/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have 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

  Date: 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 Answer

  Date: 06/21/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  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

  Date:05/23/2022

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date: 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 Answer

  Date: 06/01/2022

  I didn't respond sooner because Mercy's letter, with acceptable resolution, was received yesterday, May 31, 2022.