ComplaintsforMission Health

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Initial Complaint
05/17/2023
Complaint Type:
Service or Repair Issues
Status:
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.
about my mother's experience at Mission Hospital's **: I am a former department head at ****************. ****** of ********* During my career I spent over 30 years in the hospital environment and am well acquainted with what is required to operate a hospital. My mother (87 years old) who suffers from stage IV cancer experienced a colon blockage, as a consequence I took her to Mission Hospitals emergency room this past Saturday. What I witnessed as a healthcare professional was shocking the ** was filthy, disorganized and understaffed. It was clear that the staff in attendance were overworked, frustrated and some were fatigued to the point that they werent able to track what was happening. My mothers 11 hour experience was unnecessarily traumatizing. For most of the time she was writhing in pain; sitting exacerbated her discomfort, yet no effort was made to make her more comfortable. I had to improvise something on which she could slightly recline using hospital blankets. Many requests to allow her to lay down were ignored. To be clear the staff were doing their best under deeply under-resourced chaotic conditions. Others waiting for care were in the same unfortunate situation as my mother. For example, a military veteran in his 70s with fluid in his lungs left the ** in frustration after he had been waiting 9 hours. Another woman had been left on a stretcher outside the imaging facility in severe pain for hours. Sadly Western *************** most important critical healthcare destination has become emblematic of everything that is wrong with our healthcare system. Our experience at Mission is in alignment with other criticisms and concerns I have heard directly in the post HCA takeover apocalypse. HCA, it is well apparent that you care nothing for people in need of medical attention nor do you care about your employees. I am reporting you to the BBB and to my state and federal representatives. Sincerely, *********************************
Business response
05/17/2023
We are in receipt of the complaint filed by ***************************** and have thoroughly reviewed this matter. We apologize for any confusion or inconvenience experienced by the complainant. Unfortunately, we are unable to locate an account with the information provided. Please provide additional identifying information for the complainants account. Some items that *** be of assistance are account numbers, address statements are being sent to, and the name of the individual listed on the account or statements. If the complainant needs assistance identifying this information please have them contact Mission Health directly. Thank you
Customer response
05/18/2023

I am rejecting this response because:
Mission Health could not find the record. My fault. My mother's name is *******************************. The ** admission records are in her name. Please forward this to Mission Hospital, thank you
***********************
Business response
05/19/2023
We are in receipt of the response filed by ***************************** and have thoroughly reviewed this matter. We apologize for any confusion or inconvenience experienced by the complainant. We are currently working diligently to research the complainants concern. We are requesting additional time to investigate and reach an acceptable resolution. Thank you
Initial Complaint
05/02/2023
Complaint Type:
Service or Repair Issues
Status:
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.
This claim for a xray (Account #************* ordered by my son's doctor. The doctor is for a specialist appointment with an in-network gastrologist. My son received an x-ray during this visit in the same building (not at a hospital) and we are receiving bills for X-rays asking us to pay over $200. At no point did anyone make us aware that the x-ray wasn't included with the visit as it would be at 95% of doctor offices. We consented to the xray but do not and did not consent to the separate billing nor would we have consented. Due to Mission's extremely high outpatient costs for X-rays or imaging we always ask for an order to take to a facility of our choice.....WE ALWAYS DO THIS. Not properly informing us verbally and in writing is beyond unethical and we will not bear the cost of the unauthorized procedure. I have filed this complaint in the past and it was closed while Mission needed more time to find more info and that was 3 months ago. I have reached out to BBB and to Mission Hospital on multiple occasions and neither one have reached back out after I was promised if I was not contacted by Mission within one month it would be reopened. Thank you for your time. The amount billed to insurance is $378.93 and costing me over $220. This bill belongs to Mission and the physician who ordered the x-ray.
Business response
05/05/2023
We are in receipt of the complaint filed by *********************** and have thoroughly reviewed this matter. Mission Hospital strives to provide excellent customer service and would first like to apologize for any confusion or inconvenience experienced by the complainant. As mentioned in the previous complaint submitted on February 8, 2023, the consent form signed upon admission consents to the treatment that *** be performed during an outpatient episode of care, such as services the complainant is mentioning. A copy of the consent form was requested and will be sent to the address on file. The balance was determined by the patients insurance and was applied to the patients deductible. If the complainant needs further assistance please have them contact Mission Health directly. Thank you.
Customer response
05/05/2023

I am rejecting this response because:

Consent form was not sign by me or my wife. It's sad Mission has forged these records and then continues to ***** patients on prices. For example, ************** Medical for outpatient xray with my insurance costs $50. Mission believes it is appropriate to charge $280. The amount owed is solely based on the amount charged by the facility which mission continues to overdue. I owe the percentage of that. I also find it odd that after repeated attempts to contact mission no one can return a phone call regarding the matter and its takes a BBB complaint to even get a response. My family was lied to and deceived in this matter and its sad families are taken advantage of so easily and Mission sees no issue with the way they conduct business.
Even though mission has clearly doctored a signature, I will pay the bill at a *** of $5 per month. Thank you for your time.

Business response
05/08/2023
We are in receipt of the response filed by *********************** and have thoroughly reviewed this matter. Mission Hospital strives to provide excellent customer service and would again like to apologize for any confusion or inconvenience experienced by the complainant. Mission Hospital maintains high levels of professionalism and follows rigorous policies and procedures to ensure compliance with applicable federal and state laws. As such, Mission Hospital vehemently denies any allegations of inaccuracies or unlawful practices regarding the complainants concern. As mentioned previously, the balance was determined by the patients insurance and was applied to the patients deductible.The complainant can reference their insurances Explanation of Benefits regarding their responsibility. If the complainant needs further assistance please have them contact Mission Hospital directly. Thank you.
Initial Complaint
03/21/2023
Complaint Type:
Billing Issues
Status:
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.
In January 2022 my wife received care and in October was first contact from the hospital on billing as they said it was going to collections. We had worked out a payment plan to prevent this but found out yesterday this happened anyways in which they are wanting 3x the amount agreed upon. I have yet to receive a statement from the hospital still on this and now have to settle in full vs paying as agreed upon. They had did the same for a bill that was not even ran on insurance in October which I was able to resolve but the larger bill I am being told it must be settled.
Business response
03/23/2023
We are in receipt of the complaint filed by *********************** and have thoroughly reviewed this matter. Mission Hospital strives to provide excellent customer service and would first like to apologize for any confusion or inconvenience experienced by the patient. Upon reviewing the account, on October 19, 2022 a payment plan was set up for $65.13 via credit card to be automatically deducted by the 17th of each month. When a payment plan is set up a confirmation email is sent to the email provided during the initial setup in order to confirm the payment arrangement made. This email usually ends up in a junk or spam folder, therefore, patients are advised to look for this email within these folders. However, if the patient does not validate and/or confirm the payment arrangement within this email, the arrangement is suspended after the first payment is posted. This first payment took place on November 18,2022. After this date, no further contact was made regarding this account. Due to the payment arrangement not being validated the account continued towards the next stage of collections. If the patient needs further assistance please have them contact the Mission Health directly. Thank you
Customer response
03/24/2023

I am rejecting this response because:
As of this date I have not received communication from Mission health regarding a statement or failure of payment. The only statement received was where it was sent to a debt collector. When speaking with the Agent on October 19th I voiced this same issue that we did not receive anything and was calling because my wife had a call about it. Since my wife had numerous procedures from that facility and all were setup I was not tracking to verify all of them went through.
As stated the issue is no further communication was sent from mission health in regards to this account by phone or email to prevent where it is at now. I am not disputing the amount but the lack of processes in place before sending a bill to a debt collector without the client ever receiving a statement or itemized list. If the business had a process in place, after the payment in November went through, that it was not completed this entire situation would not have occurred. At this point its creating a hardship which I thought was previously handled.
As its the ownership of a consumer to handle paying the bill its the business who should have processes in place to communicate lack of payments before sending to collections.
Initial Complaint
02/08/2023
Complaint Type:
Service or Repair Issues
Status:
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.
In regards to account ************ for service on 11/29/22. This bill is for a specialist *********** with an in-network gastrologist. My son received an x-ray during this visit in the same building (not at a hospital) and we are receiving bills for X-rays asking us to pay over $200. At no point did anyone make us aware that the x-ray wasn't included with the visit as it would be at 95% of doctor ******s. We consented to the xray but do not and did not consent to the separate billing. Had we been properly informed we would have asked for the order and taken the order to ************** Medical where an xray could be performed for only $50.My second problem is, I can go to Mission ********** in ************ and the x-ray is included in the visit. At mission ortho the x-ray is included in the visit. Or, I can go to ************** Medical Center and pay $50 out of pocket. How is it legal Mission to require over $200 for an x-ray and never inform the payment of separate billing. This immediately needs to be rebilled and billed as part of the doctor ****** visit. We will and do refuse to pay anything outside of that visit and we place the responsibility for the bill on the Mission *************. This type of billing non-transparent billing practices should be illegal. This was to be a simple gastro visit for my son and at no point did we agree to an x-ray as an outpatient service nor should it be with it being housed in the same ******. For a doctor's *********** with insurance we are left with nearly $400 in bills with this including an $80 co-pay for the ****** visit.
Business response
02/14/2023
We are in receipt of the complaint filed by *********************** and have thoroughly reviewed this matter. Mission Hospital strives to provide excellent customer service and would first like to apologize for any confusion or inconvenience experienced by the complainant. The consent form signed upon admission consents to the treatment that *** be performed during an outpatient episode of care, such as services the complainant is mentioning. Due to the complainant stating no further contact by the business, please provide additional clarification on the matter. If the complainant wishes for the Cease and Desist to be upheld; our offices are legally unable to send any documents or communication. At this time would the complainant like the previously mentioned ***** and Desist to stay in place? If the complainant has questions or concerns about the balance, please have them reach out to their insurance company and/or have them contact Mission Hospital directly. Thank you.
Customer response
02/15/2023

I am rejecting this response because:
The letter stated to quit contacting my wife who is not responsible for my son's medical bills as I am the primary insurance holder for ******. You are more than welcome to contact ***********************. My wife ****** is to never be contacted by your harassing ****************** again.
There is no consent signed and if there is it has been forged. Our medical history shows we do not have these procedures done at Mission due to the exponentially high cost. I visited your Ortho offices who referred me for an mri on my neck and I took the order and traveled to TN due to the *** costs a fraction of Mission's costs. We have consented once to Mission's outpatient imaging and that was back in 2015 when charged $300 for an xray and we never have again.

I will agree to pay a small portion of this bill or Mission can accept $5 a month. Under no certain terms were we informed or ever agreed to these charges.

Business response
02/17/2023
We are in receipt of the response filed by *********************** and have thoroughly reviewed this matter. Mission strives to provide excellent customer service and once again, we apologize for any confusion or inconvenience experienced by the complainant. With this in mind, we are currently working diligently with our client in reviewing and obtaining documentation for whom signed for services to research the complainants concern. We are requesting additional time to fully research this matter to reach an acceptable resolution. Thank you.
Customer response
02/21/2023
I would need to see the papers as well to compare signatures. Furthermore, I would also want to know if the document was presented to my wife in a way that deceived her as she was filling out stacks of papers in the lobby of the office. Please explain to me how a patient is sent for imaging and before being sent it is not explained verbally that the imaging would be charged as out patient services to allow the patient to determine what their cost would be before the imaging was done. This is a massive failure on HCAs part and I shutter to think how often this is done to other families. My offer still stands, I will gladly pay a more reasonable figure or Mission can accept 5 a mon. It seems we are being stuck with the portion that the facility never receives payment on because those without insurance do not pay their bills so HCA charges and bills for unnecessary tests to punish those who do. We always try to pay what we owe, but being mislead by hospital staff is unacceptable in addition to the outrageous outpatient costs for a simple xray. I have paid the doctors office 160 already for two visits and HCA is wanting another **************************************************** the first place. To pay 80 for a single visit and then another 250 from a family living check to check is ridiculous. This is addition to the 90 miles traveled each time each way. At this point, my offer still stands but if HCA isn't willing to accept that I don't know what to tell them. I would also want to collect infomation of costs to send HCA for billing harassment and correcting their clerical errors and issues from them denying service to my 11 yr old when injured.
Initial Complaint
02/06/2023
Complaint Type:
Sales and Advertising Issues
Status:
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.
I was seen at Mission ******* in ******, ** on 02/03/2023 for chest pain. An EKG was done and after talking with the Nurse Practitioner, he informed me that other tests needed to be done that would require me going to the *** He stated that he called up to the ** to inform them that I was coming. I was brought to the ** by a nurse. Upon arrival, I was checked in and my vitals were taken in the waiting room that was full of people. While getting my vitals taken, a RN comes out asking me what I am being seen for in the waiting room. I let her know I was sent up here by the physician at ************ Meanwhile I am called for a chest x-ray and brought back to the waiting room. About 30 minutes later, 2 lab techs came into the waiting room and **** my blood. Absolutely no privacy. After getting my blood drawn, I had to sit in that chair afterward because I tend to pass out after giving blood. The lady working the front desk told me to get up out of the chair. The girl who **** my blood explained to her that I might pass out if I stand up. And she replied well I need that chair to check someones blood pressure so please move. Luckily I didn't pass out. After waiting almost 2 hours, I asked the same front desk lady how much longer it would be as several patients that came in after me had already been seen and discharged. She replied that "other people have been waiting 3 hours. We go by the severity of the case." I guess chest pain isn't severe to them?? I then explained to her that I didn't plan on coming here to the ** and *********** sent me up here and she replied with "nobody is forcing you to stay, you can leave whenever." I step outside to call my mom and explain to her what's going on. By the time I got back into the waiting room I had a nurse handing me my discharge paperwork. I never got brought to an exam room, nobody reviewed my labs or x-ray report, nobody even explained to me why I was having chest pain.
Business response
02/09/2023
We are in receipt of the complaint filed by *********************** and have thoroughly reviewed this matter. Mission Hospital McDowell strives to provide excellent customer service and would first like to apologize for any confusion or inconvenience experienced by the patient. On 02/07/2023, we entered a quality of care on behalf of the patient for review. Please allow the appropriate time to conduct a review. If the patient requires any further assistance, please have them contact Mission Hospital McDowell directly. Thank you.
Customer response
02/09/2023

I don't want to accept anything until I can be assured that I will not have to pay for the ** visit. In their response to me, they were conducting a review and I'm not sure how long that will take. They also said for me to contact Mission Hospital McDowell directly for further assistance which I did the following day on 2/3/23 and I have yet to get a response back. Which is why I reached out to BBB.

Business response
02/13/2023
We are in receipt of the complaint filed by *********************** and have thoroughly reviewed this matter. Mission Hospital McDowell strives to provide excellent customer service and would again like to apologize for any confusion or inconvenience experienced by the patient. As stated in the previous response,we entered a quality of care on behalf of the patient for review. Please allow the appropriate time to conduct a review. If the patient requires any further assistance, please have them contact Mission Hospital McDowell directly. Thank you.
Initial Complaint
01/04/2023
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I had a heart cath on October 4, 2022 performed by ********************* at Mission Hospital in Ashesville **. He determined at that time that they could do no further surgery to help me. When I sought a second opinion upon arriving in *******, the cardiologist here said he thinks there is a possibility that surgery would help with my constant angina. We have attempted to get the disc of the heart cath since Dec 23 only to receive roadblocks and ********** from number to number. this is NOT a cold but a serious heart issue and Mission Hospital will not get a simple disk to me. This delay could cause antoher heart attack, or worse, a fatality.
Business response
01/06/2023
We are in receipt of the complaint filed by *********************** and have thoroughly reviewed this matter. Mission Hospital strives to provide excellent customer service and would first like to apologize for any confusion or inconvenience experienced by the patient. On 01/06/2023 a representative from Mission Hospital contacted the patient regarding their concern and a resolution was met. If the patient needs further assistance please reach out to Mission Hospital directly. Thank you.
Customer response
01/06/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.

Thank you.
Initial Complaint
09/29/2022
Complaint Type:
Billing Issues
Status:
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.
I have received multiple bills from **************************** that have not applied my primary health insurance. I had Cigna as secondary and ********** as my primary. I have called numerous times to follow-up and have been told that my BCBS insurance would be applied and new bill would be sent. The bills that I continue to receive do not reflect my primary insurance. Details and dates below:HCA Bills MCA364411 - Statement date: 4/01/2022; Service date: 12/15/2021; Amount: $1774.00 ********** Services Labor Epidural for Planned Vaginal Delivery; Billed to Cigna, not to BCBS Called HCA on 4/11/2022 with BCBS details; was told **** was sent to BCBS at that time and new bill would be sent in ***** days MCA364465 Statement date: 8/17/2022; Service date: 12/16/2021; Amount: $2064.00 ********** Services Emergency conditions, Anes for Cesarean delivery; Billed to Cigna, not to BCBS Received another bill for same account# with the same amount statement date 9/20/2022 Letters from Mission ******************** ************ - Dates of Service 12/21/2021 12/21/2021; Date of letter 3/31/2022 Called Mission 4/11/2022 with BCBS details, was told that **** was sent to BCBS at that time ************ 12/15/2021 12/18/2021; Date of letter 1/13/2022 Called Mission 1/21/2022 with BCBS details, was told that **** was sent to BCBS at that time Received another letter for same account# with same message on 4/14/22 Called Mission again on 4/19/2022 with BCBS details, was again told that **** was sent to BCBS at that time ************ 9/28/2021 9/28/2021; Date of letter 8/29/2022 I contacted Mission Health on 9/12/2022 through their website as well and received no response.
Business response
10/03/2022
We are in receipt of the complaint filed by ***************************** and have thoroughly reviewed this matter. We apologize for any confusion or inconvenience experienced by the patient. Mission Hospital strives to provide excellent customer service and would first like to apologize for any confusion or inconvenience experienced by the patient. The account in question with Mission Hospital ending in ***** and the date of service of 12/15/2021 to 12/18/2021 is reflecting a $0.00 balance at this time. It appears that this account was billed to ********** Blue Shield as the primary and Cigna as the secondary. The other account in question with Mission Hospital ending in ***** and the date of service of 09/28/2021 has been sent for review and we have added the patients insurance, ********** Blue Shield to be billed as the primary and Cigna as the secondary. We have requested that it be billed. Please allow the appropriate time for this to process. If the patient needs further assistance please have them contact Mission Hospital directly. Thank you.

Thank You,

CSO Compliance
Customer response
10/03/2022

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.

Sincerely,

*****************************
Customer response
01/03/2023

I am rejecting this response because:Complaint filed with BBB on 9/30/2022. HCA responded on 10/3/2022 that they would resolve the error and would submit the claim to the correct insurance ************* I have continued to receive bills since then that have not been submitted to the correct insurance. HCA Bills MCA364411 - Statement date: 4/01/2022; Service date: 12/15/2021; Amount: $1774.00 ********** Services Labor Epidural for Planned Vaginal Delivery; Billed to Cigna, not to BCBS Called HCA on 4/11/2022 with BCBS details; was told **** was sent to BCBS at that time and new bill would be sent in ***** days MCA364465 Statement date: 8/17/2022; Service date: 12/16/2021; Amount: $2064.00 ********** Services Emergency conditions, Anes for Cesarean delivery; Billed to Cigna, not to BCBS Received another bill for same account# with the same amount statement date 9/20/2022 Received another bill for same account# with the same amount statement date 10/26/2022 Received another bill for same account# with the same amount statement date 12/14/2022 Letters from Mission Account #s & Details ************ - Dates of Service 12/21/2021 12/21/2021; Date of letter 3/31/2022 Called Mission 4/11/2022 with BCBS details, was told that **** was sent to BCBS at that time ************ 12/15/2021 12/18/2021; Date of letter 1/13/2022 Called Mission 1/21/2022 with BCBS details, was told that **** was sent to BCBS at that time Received another letter for same account# with same message on 4/14/22 Called Mission 4/19/2022 with BCBS details, was again told that **** was sent to BCBS at that time ************ 9/28/2021 9/28/2021; Date of letter 8/29/2022

Business response
01/05/2023
We are in receipt of the complaint filed by ***************************** and have thoroughly reviewed this matter. We again would like to apologize for any confusion or inconvenience experienced by the patient. The account in question with Mission Hospital ending in ***** and the date of service of 12/15/2021 to 12/18/2021 is reflecting a $0.00 balance at this time.The account in question with Mission Hospital ending in ***** and the date of service of 12/21/2021 is reflecting a $0.00 balance at this time. The account in question with Mission Hospital ending in ***** and the date of service of 09/28/2021 is pending review by insurance. Please allow the appropriate time for this to be processed. At this time, we do not show that any correspondence has been sent from Mission Hospital regarding these accounts since the previous response to the patients complaint. As for the other accounts mentioned in the complaint, those accounts are not with Mission Hospital, and Mission Hospital is unable to provide any information pertaining to those accounts. We would advise the patient to follow up using the contact information provided on those statements. If the patient needs further assistance please have them contact Mission Hospital directly. Thank you.
Initial Complaint
09/12/2022
Complaint Type:
Service or Repair Issues
Status:
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.
I am writing in regards to a refusal of treatment by Mission MyCare Now in ********* ** on 8/19/2022 shortly before 5:30 PM. My son, ******, had a fish hook lodge into his finger and would not come out. Knowing an urgent care would be our best bet based on our plans ** expenses, we drove to MyCare Now. We noticed they closed at 6pm and I checked the time and we had arrived about 5:25pm. Walking in I was greeted by the front secretary who stated, sorry we are at capacity and directed us to the hospital. I turned and looked into the parking lot and noticed 2-3 cars and again saw the office hours with them closing in 30 mins on a Friday. My son in tears and freaking out because he took this as it cant be removed. I explained to her we could not afford the ** costs and while it needed removed this was not an ** visit event. She was unwavering with an 11 year old in pain and tears as she refused us. I was livid and left without saying a word and drove my son to Mountain Lakes Medical Center in *******, ** who had removed the hook within 15 minutes of our arrival. I did not visit the Mission ** at Angel Medical based on the unprofessional treatment we had just received. I do not blame the front secretary as I believe she was only doing what she was told to due by the doctors on staff. We received great treatment at Mountain Lakes Medical, however, due to ** costs and the refusal of treatment by Mission MyCare now, we were left with a $1,005.93 bill instead of an ** copay. I will absolutely pay anything to get my son the care he needs but knowing they could have easily treated him is extremely upsetting. It is my opinions these actions are selfish, immoral, unethical, and reprehensible. I tried my best to let this go and sat on it and became more upset the more I thought about it. In my opinion, Mission Hospital should be responsible for the difference in the charges for myself and for what the visit cost my insurance plan vs what the urgent care visit would have
Business response
09/12/2022
We are in receipt of the complaint filed by *********************** and have thoroughly reviewed this matter. Mission My Care Now strives to provide excellent customer service and would first like to apologize for any confusion or inconvenience experienced by the patient. At this time, we are not able to locate an account with the information provided. If the complainant wishes to provide additional information such as the account number, we would be happy to review the matter further. Thank you.
Customer response
09/12/2022

Complaint: 18012773

I am rejecting this response because:
This issue is telling me they did not even read the complaint. We walked in and were refused service. How would I have an account number?
I have visited in the past myself, ************************* **** DOB 11/27/1982. ****** ***************** would have been the patient with a birthdate of 1/21/2011.
This entire issue is Mission refused to even see my child and have apparently even refused to understand or read the complaint.

Sincerely,

***********************
Business response
09/15/2022
We are in receipt of the complaint filed by *********************** and have thoroughly reviewed this matter. Mission Hospitals vision, mission, and core values are to heal our patients, care for every person, and improve the health of our entire region. First and foremost, we would like to apologize the patients experience was not elevated to meet our sole mission and values. We strive to provide excellent care and services to ALL patients who walk through our doors. Although, the patient feels this was not achieved, we appreciate the concern being brought to our attention so we can continue to enhance services provided to all. At this time, we have communicated this experience to the Care Now location stated in the complaint and ask the patient allow the appropriate time for review. Thank You.
Customer response
09/30/2022

Complaint: 18012773

I am rejecting this response because:
I have reached out to Mission and left messages and still haven't heard anything from them.

Also, attached are the EOBs that were received due to failure to see or treat. Had they seen my son as they should have, it would have cost us $10. These bills total over $1000.

Sincerely,

***********************
Business response
10/03/2022
We are in receipt of the complaint filed by *********************** and have thoroughly reviewed this matter. As stated in a previous response, Mission Hospital strives to provide patient care as a top priority and would first like to apologize for any confusion or inconvenience experienced by the patient. A representative from Mission Hospital reached out to the complainant to discuss the concerns stated in the complaint and successful contact was made. If the complainant needs further assistance please have them contact Mission Hospital directly. Thank you.
Customer response
03/29/2023

I am rejecting this response because:
Mission My Care Now (****** was the representative), contacted me back in late October and admitted the doctor was as fault and instructed his receptionist to turn any patients away and state they were full. There was a promise to make it right which I assumed was them taking care of the $1000 bill they cost me due to their actions yet I am still receiving bills and they will not respond to calls or certified mail.

Business response
03/31/2023
We are in receipt of the complaint filed by *********************** and have thoroughly reviewed this matter. As stated in a previous response,Mission My Care Now strives to provide patient care as a top priority and would first like to apologize for any confusion or inconvenience experienced by the patient. On September 30, 2022, a representative from Mission My Care Now spoke to the complainant regarding their concern and the complainant was advised why the patient was unable to be seen. The representative did not advise that the balance referenced by the complainant would be taken care of by Mission My Care Now. If the complainant needs further assistance, please have them contact Mission My Care Now directly. Thank you.
Initial Complaint
09/08/2022
Complaint Type:
Billing Issues
Status:
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.
On Sept 7 2022 we received a bill from Medicredit saying we owe $50.00 from August 11, 2022. We were not in town then. Also, the office has our insurance information. They have been charging us for a hospital visit.My daughter has been seeing a doctor for Scholosis. She has not been given a room or a bed but I have paid two bills $401.00 for hospital visits and two bills $41.37 for doctor part. Then today I get past due on what the copay was for. This is not correct. How can they charge for hospital visit and a co pay?
Business response
09/09/2022
We are in receipt of the complaint filed by ************************* and have thoroughly reviewed this matter. Mission Childrens Specialists strives to provide excellent customer service and would first like to apologize for any confusion or inconvenience experienced by the patient. The statement attached by the complainant references a $50.00 balance billed by Medicredit. The nature of this charge is regarding a co-payment from a date of service on 04/07/2022. We have requested that an itemized statement be mailed to the address listed on file for further clarification. In regards to any questions for additional balance the complainant may have questions about, please have them provide additional information including account numbers in order to review this matter further. If the complainant needs further assistance please have them contact Mission Childrens Specialists directly. Thank You.
Initial Complaint
07/29/2022
Complaint Type:
Order Issues
Status:
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.
Mission Hospital asked for payment up front because they did not think my insurance would cover the surgery I needed. They filed the insurance, and it did cover it. They were paid months amonths ago. They admit that they owe me an $11,900, but I have gotten no response when I've asked for a timetable. I've called numerous times and always told that it is pending. Surgery was in January and they were paid by April. Today is July 28th.
Business response
08/01/2022
We are in receipt of the complaint filed by *********************** and have thoroughly reviewed this matter. We apologize for any confusion or inconvenience experienced by the patient. We are currently working to resolve the patients concern. We are requesting additional time to fully research this matter to reach an acceptable resolution. Thank you.

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