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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
01/13/2022
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I have been billed incorrectly for a visit on 11/23/2021 and the resulting Dr charge on 11/24/2021. The charge was $262.00 and I am being billed for $130.21 for co-insurance, billing acct # *************. My Insurance provider Teamcare, processed the charge on 12/01/2021, paying $131.79 and stating on the Explanation of Medical Benefits that $130.21 is Non-Billable/ Discount and stating in the remarks column "1 - Per Plan Section 12.01: Annual out of pocket expense has been met. Additional coinsurance will not be taken for the remainder of the year.". The referenced Insurance Claim is ************, Service Date 11/24/2021, Process Date 12/01/2021. Mercy continues to bill me for the $130.21 and I demand the charge to be corrected. I called the customer service number and spoke to 2 different reps on 12/21/2021 who were both uninterested and unwilling to resolve this matter. I have E mailed Mercy twice through my login on the MyMercy portal and never have received a response. I have mailed the listed business office for billing disputes twice 12/26/2021 and 12/31/2021 and sent supporting documents to resolve the dispute, and continue to receive no response. Also, if any negative information appears on my credit history from Mercy, I ask that it be corrected immediately by them. Any help you can provide will be greatly appreciated. Thank You. Sincerely, ***** ********
Business response
01/14/2022
I spoke with the patients insurance BCBS with representative ***** *, we were able to verify the EOB we received is not correct. Our EOB stated the $130.21 was left to the patient as a co-insurance amount, we are working to get the correct EOB from them to get this updated. This information was sent to the patient this morning as well.Customer response
01/18/2022
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.
I do want to add that there was no statement regarding my credit history. I would like a response stating no negative/damaging information was posted regarding a past due/late payment.
Sincerely,
***** ********Initial Complaint
12/20/2021
- Complaint Type:
- Billing Issues
- Status:
- Resolved
About a week or two ago I filed a complaint against Mercy for billing me when they should be billing the VA. Today they sent me the same bill that I complaint about in the mail.Business response
12/21/2021
The corrections were made to the account and the charges were sent to the VA as of 12/14/21, however a statement went out on 12/10/21 before the corrections were made. You currently have a zero balance on your account.Customer response
12/21/2021
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
12/12/2021
- Complaint Type:
- Billing Issues
- Status:
- Resolved
Hello, I 'am a 100% disable Viet Nam vet. On August 20, 2021, Mercy diagnosed with me with Prostate Cancer. This service-connected disability along with Diabetes type 2 and PTSD. Mercy is trying to fix cancer. The problem is all service-related injuries are payed for by the Veterans Adm. Mercy keeps billing me for cost related to my service-related disabilities. See pictures. I've called them twice about this issue. Last week and the week before and sent e-mails using MY Mercy app. Their response was to send me the bill again showing a paper bill. Mercy and I both receive a copy of my VA coverage. Thanks.Business response
12/13/2021
We have reviewed the patients account in detail and are transferring the patients payment to the VA, the claim will be submitted correctly. We apologize for any inconvenience this may have caused the patient.Customer response
12/14/2021
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
11/07/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
Starting in July 2021 I started seeing my insurance paying 75 percent and Mercy billing me 25 percent for one of my providers, Dr. ******* Before July 2021 my insurance paid 100 percent and had been paying 100 percent since I first got a policy with them back in January 2019. I contacted my insurance and they reviewed it. They said that Mercy has changed how they are billing the insurance. They told me they had contacted Mercy and informed them of the discrepancy. Mercy said they would review it. But as of today I am still getting calls wanting money for the visits. I refuse to pay the bill because there is no reason for Mercy to have changed the way they billed the insurance. When I tried calling Mercy Billing and told them what they insurance had told me. I got a runaround and they said they would have someone call me to discuss the bill. Yet no one ever called. The only resolution I will accept is they return their billing practices back to pre-July and bill my insurance the way they used to, where the insurance paid 100 percent.Business response
11/08/2021
Please see the attached response
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.
I have requested Mercy’s insurance follow up team to contact Ambetter for review. I will be reaching out to Mr. ****** with details of the outcome of that call.
Please let me know how I can be of further assistance in the resolution of this concern.
Sincerely,
Customer response
11/08/2021
********** ********
I am rejecting this response because: I have already talked to the insurance. I was told by Ambetter that you changed how you billed them. If you like I can give you the phone number of the person I talked to at Ambetter.
Sincerely,
******* ******Customer response
12/23/2021
12/23/2021: Mediator left a detailed voicemail for the consumer.
01/12/2022: This company is stating that the insurance is not billing it correctly and they are trying to get it corrected. I guess time will tell if they are being truthful or just stalling. I will get documents together and contact the BBB if this company does not follow through with getting this corrected.
Initial Complaint
10/08/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
On 5/11/2021 I went to the Mercy Clinic Eye Specialists in Rolla, Mo. for an eye exam and to order new glasses. I received an eye exam, dilation, and refraction. The doctor also told me I had an eye infection and sent in a prescription for an antibiotic. I then went to order my glasses. I only needed lenses, and was told my copay was $304. I paid upfront and later received my glasses. Later, the EOB from my vision insurance said the copay from my lenses should have been $189, meaning I had overpaid by $115. Mercy said they were "reviewing" that, but then just re-billed my insurance. Meanwhile, the bill for the eye exam has been sent to my insurance, but is coded incorrectly. I paid the full $206, but If they would send the bill properly coded I should be re-imbursed for about $150 of that. After 5 months of fighting this, I'd like a senior billing person who can actually fix the issue to resolve it once and for all. My patient number is *************Business response
10/20/2021
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.
Customer response
11/08/2021
I would like the complaint to be reopened. A proper HIPPA form has been sent to the BBB. I do not want to go through Mercy. I have not been able to speak with anyone of authority regarding this matter. I would like to speak with someone that has the decision power to assist me.Business response
11/12/2021
November 12, 2021
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.
I have reached out to the patient to discuss her concerns. She will be reaching out to her insurance to have us sent an updated explanation of benefits. We will be escalating the coding review.
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
11/12/2021
Complaint: ********
I am rejecting this response because: this issue has been ongoing since May of 2021. Every person I talk to says something new. Until I have the issue resolved to my complete satisfaction, I want the complaint open because I believe having the Better Business Bureau involved will help to resolve the issue to everyone's satisfaction and with increased speed.
Sincerely,
******** *****Initial Complaint
10/07/2021
- Complaint Type:
- Billing Issues
- Status:
- Resolved
Guarantor #********* (********* ****) I have seeked financial aid services through Mercy and have sent all requested info/documents to them multiple times. The application states that it is a 45 day process and I have been fighting with it for 8 months (I began the process and submitted docs starting in March). I have had to borrow money to keep making payments to stay afloat and they keep pulling me along. I can no longer borrow the money to keep making payments while they continue to not give me answers. I would like to discuss other options and cheaper payments, but there doesn't appear to be much they are willing to do beyond the large monthly bill they are expecting me to pay while my wife is off of work since we had our second child. We fall under the circumstances to receive the aid and have submitted all documentation. They refuse to give me an answer and it seems they are stalling until the backpay period won't reach back far enough to cover even if they finally approve it.Business response
10/08/2021
After a thorough review of all scanned documents, the application was reprocessed and approved by the financial assistance team. Mrs. **** will receive a letter in the mail detailing the approval amount and correct billing statement. A call will be placed as well once all adjustments applied and the balance due corrected.Customer response
10/08/2021
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
10/04/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
I had an incident that required an emergency room visit at the Mercy Hospital, Berryville, Arkansas on May 17, 2021. Severe dehydration was what I was treated for. I have no complaints about the treatment. Since I had turned 65 the year before, Medicare assumed the role of primary care provider. Blue Cross/Blue Shield covered a portion of the bill but because I cannot afford to purchase Medicare part B, I received a bill in the amount of $3,631.52. I called Mercy Springfield to make arrangements for a payment plan on the morning of Aug 11, 2021. The agent I spoke with set up a payment plan for $50.00 a month and initiated a request for financial assistance saying I would receive by mail the necessary forms to fill out. Yesterday (10/01/2021), I called to see where the forms were as I haven't received them yet. They said they were mailed 2 days ago and that they would not honor the $50.00 a month payment plan that had been set up. And, that it would be a much higher payment/mth.Business response
10/04/2021
Good Afternoon,
A payment plan was never originated on August 10, 21. The account was noted that the patient could only pay $50.00 a month and the financial assistance program was discussed and a verbal application completed. At this time a paper application has been mailed out and will need to be completed along with a list of documents that will be required. Once this is completed we can see what we can get the patient approved for. Our payment plan guidelines are set up to be paid off in 18 months. We also offer a Extended Payment Program through Commerce Bank that would extend to 24 months. If this is something the patient is interested in we will be happy to set this up.
Customer response
10/04/2021
Complaint: ********
I am rejecting this response because: A payment plan WAS originated with the person I spoke to. I consider that agreement as binding. A renegotiation of that binding agreement will not be considered.
Sincerely,
**** ********Initial Complaint
09/01/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
Date of transaction: 07/31/2021 with Dr. **** ***** Amount in dispute: $215 Account number: ********* Invoice number: ******** Issue: Mercy Hospital is billing me for my visit without submitting a claim to my insurance company. I have been a patient for many years and I see Dr. ***** every six months. My insurance pays for my visit 100% with no deductables or copay. For this last visit they just billed me and completely ignored my insurance. Now they say they have billed my insurance but are also encouraging me to pay as well. I have United Health Care AND Missoui medicaid. It is a "Special needs" insurance as I am disabled. My insurance company has told me they've never received a claim from Mercy and that my services are covered 100%.Business response
09/10/2021
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
08/31/2021
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
My college age daughter was in distress and experiencing chest pain. When she arrived at the Mercy Advanced Ambulatory clinic the staff was rude and pointed at her and made references to an outstanding bill. A bill that was generated on 8/21/2021 and was not due until 9/18/2021. A bill that Mercy failed to run through insurance the first time and we had to request it be filed through insurance. Not only was she scared and unwell the treatment caused her a great deal of anxiety which only contributed to her chest pain. So thank you Mercy for causing my daughter to feel even worse by shaking her down for a bill that wasn't even due! I have since learned that staff obtain bonuses for getting payments from people while they are on site. I will pay any bills owed to your organization when they are due and/or set up a payment plan. I would ask that they change their collection center attitude before they give someone a heart attack and get sued.Business response
09/07/2021
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.
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Customer Complaints Summary
29 total complaints in the last 3 years.
6 complaints closed in the last 12 months.