Complaints

This profile includes complaints for Mercy Health's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Mercy Health

  1701 Mercy Health Pl Cincinnati, OH 45237-6147

• 

  Mercy Health

  4101 Edwards Rd Cincinnati, OH 45209-1672

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:03/25/2025

  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 prepaid for one of two CT scans in January. The amount was $162.47. I canceled the CT scan within the required cancelation policy, and waited for the refund. I have contacted MercyHealth via phone on two different occasions and they informed me the refund would be processed. It's been over two months, and I still have not received my refund!

  Business Response

  Date: 04/29/2025

  We have reached out to the patient, and we were able to have a discussion about the findings and the resolution of their concerns.

  Customer Answer

  Date: 04/29/2025

  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. 
  
  Regards,
  
  ****** ********
  

• Initial Complaint

  Date:11/07/2024

  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 have not been able to pay my Mercy Hospital bill for 6 months as they state it is "still processing"

  Business Response

  Date: 11/14/2024

  11/12/2024 
  

  ****** ******* 
  **** ******** *** ** 
  ********** ******* ** ***** 
  

  Re: Cincinnati Better Business Bureau # ******** 
  

  Dear ****** *******, 
  

  Thank you for taking the time to reach out to Mercy Health ***** Hospital to explain your concerns. We appreciate your cooperation with our team. We have conducted a full investigation in accordance with our billing practices to resolve this matter fairly. 
  

  We have tried multiple times to contact you regarding your BBB complaint, without success. Please contact our customer service department at ###-###-#### to discuss your concerns 
  

  Mercy Health ***** Hospital remains committed to the provision of quality care to its patients. We thank you for sharing your concerns with us as this feedback provides us with an opportunity to evaluate areas for continuous quality improvement. 
  

  Sincerely, 
  

  Valerie B**** 
  Mercy Quality of Care Coordinator 
  

  
  

• Initial Complaint

  Date:08/29/2024

  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.

  Mercy Health's onsite billing folks are telling people that if they pay at the time of service, they will get a discount on their bill and the bill is then covered in full and not to expect any bills. After paying at the time of service, I received a bill for 3 different visits to their facilities on 2/18/24, 4/9/24, and 5/14/24. I called their billing department asking them to fix the problem which they said they would not. This is unethical billing and fraudulent behavior to tell patients that there will be no surprise bills later if they pay on-site and then bill the customer later. I want the remaining balance forgiven and for them to stop this unethical behavior. Stop lying to people.

  Business Response

  Date: 09/26/2024

  Mercy Health Business Office
  4605 Duke Drive
  Mason, Ohio 45040
  
  09/26/2024
  
  ****** *******
  *** * ****** ****
  ******** ** *****
  
  Re: Cincinnati Ohio Better Business Bureau # *******
  

  Dear *** *******,
  

  Thank you for taking the time to reach out to Mercy Health ******** to explain your concerns. We appreciate your cooperation with our team. We have conducted a full investigation in accordance with our billing practices to resolve this matter fairly.
  

  We have made several attempts to convey our resolution to you, but unfortunately, we have not been successful. We kindly request that you reach out to our customer service department at ###-###-#### for assistance.
  

  Mercy Health ******** remains committed to the provision of quality care to its patients. We thank you for sharing your concerns with us, as this feedback provides us with an opportunity to evaluate areas for continuous quality improvement.
  

  Sincerely,
  

  Valerie B****
  Mercy Quality of Care Coordinator
  

  
  

• Initial Complaint

  Date:08/15/2024

  Type:Service or Repair 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.

  July 2024: My husband ****** **** **** had a sleep study with Dr Basgar B****** and was diagnosed with sleep apnea. A CPAP machine was ordered that was highly recommended by Dr. B******. Dr. B****** told **** there is usually no need for a follow-up visit as he can in the future call Dr. B****** for assistance/help/advice with adjustments work through his office as well as the staff where he receives his CPAP and adjustments can be made remotely. He was told that sometimes it takes a while to adjust to it. Doctor may need to make adjustments as necessary to original order. **** called after 3 days as he was having difficulties and pain while using the machine. He was not able to get success. **** called to speak with the doctor so necessary adjustments and added counsel could be given to him. The staff told him that he needed to come in. An office visit was scheduled for August 14,at 8AM. **** was told he would have to make payment to see the doctor. **** did not feel he should have to pay anything, as noted from the initial conversation with doctor. Staff confirmed with Dr. B******. **** was informed that the doctor was unwilling to see him without patient payment. Staff promised they would communicate with the doctor to have a phone call placed to ****. The doctor called **** on August 14th. **** tried to explain the problems with the CPAP. Dr. B****** was very rude and defensive. He told **** that he was a busy man, and **** was taking up other patient’s places. **** did not get answers/clarification. Doctor B****** talked over **** at various levels of the conversation, He also informed **** of a felony, **** tried to get clarification what/whom he was speaking of. The phone call was dropped. **** requested a return call from staff, who said they would deliver a message to the doctor for him to return ****’s call on 8-15. **** is still waiting for a return call. Please note that Dr. B****** was extremely unprofessional, disrespectful, and inconsiderate.

  Business Response

  Date: 09/03/2024

  08/30/2024
  
  *** ****** ****
  **** ********* ***
  ******* ** *****
  
  Re: Better Business Bureau # *********
  
  Dear ****** ****:
  Thank you for taking time to reach out to Bon Secours Mercy Health to explain your
  concerns. We regret any inconvenience you have experienced and appreciate your
  cooperation with our team. We have conducted a full review to resolve this matter fairly.
  The result of the review was communicated to you. We hope that our resolution was
  helpful in addressing your concerns. If you have additional questions, please feel free to
  contact us at ###-###-####.
  

  Mercy West Hospital remains committed to the provisions of quality care to its patients.
  We thank you for sharing your concerns with us as this feedback provides us with an
  opportunity to evaluate areas for continuous quality improvement.
  
  Sincerely,
  
  Valerie B****
  Mercy Quality of Care Coordinator

• Initial Complaint

  Date:08/12/2024

  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 received a statement dated 7/4/24 saying I owed over $350 "payment due upon receipt". However, I was able to look at the claim from April 23, 2024 charges on the list of claims for my insurance showing that the claim had been processed and I owed $0. I contacted the insurance company and obtained a payment ID stating they had paid the negotiated rate to the provider on 5/3/24. I spent over an hour on the phone contacting Mercy and the insurance provider. Mercy said something like I guess you don't owe it then. Within the next 2 weeks I received another statement/bill dated 7/18 for $67 saying "payment due upon receipt". I again found the claim had been been processed back in MAY and I didn't owe and again obtained the payment ID. I a had to spend over an hour again trying to research from my insurance and then getting Mercy representative on the phone. I wanted to solve this issue but also prevent this from happening again. I am getting statements telling me "due upon receipt". What if the customer were not able to research this appropriately and just pay. I don't want to be sent to collections. I have not received anything from Mercy in writing saying that everything is paid. I have been on hold and left messages with supervisors. I have tried to send email messages but I am told that I am sending to Mercy Health medical and Laboratory services is a different area and to call the number which I have done multiple times. Please help me to make sure that everything is paid and to stop receiving statements saying to pay something in July (two months later) when the insurance company has paid the provider in MAY for the charges. I should not be receiving statements telling me I need to pay something that is already paid. I don't want others to be in a similar situation and not be able to work it through and I want written proof that I do not owe anything.... all I have right now are statements I owe and someone on the phone say not to pay. Thx

  Business Response

  Date: 10/02/2024

  Mercy Health Laboratory Services
  1701 Mercy Health Pl
  Cincinnati, Ohio 45237
  
  October 2, 2024
  
  ***** *********
  **** ********* **
  *********** ** *****
  
  
  Re: ********
  
  
  Dear *** *********:
  
  Thank you for taking time to reach out to Bon Secours Mercy Health to explain your concerns. We regret any inconvenience you have experienced and appreciate your cooperation with our team. We have conducted a full investigation to resolve this matter fairly.
  
  The result of the investigation has been verbally communicated to you. We hope that our resolution was helpful in addressing your concerns. If you have additional questions, please feel free to contact us at ###-###-####.
  
  Bon Secours Mercy Health remains committed to the provisions of quality care to its patients. We thank you for sharing your concerns with us as this feedback provides us with an opportunity to evaluate areas for continuous quality improvement.
  
  
  Sincerely,
  
  Carol M*****
  Director Laboratory Compliance & Accreditation

  Customer Answer

  Date: 10/03/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.  (note the above statement was provided by BBB and not me).

  It is true I was contacted by someone in the compliance department describing the problems they were having.  I was told I would receive a statement showing that I have a $0 balance.   I was also told they are correcting the problem.   The person I spoke with did an excellent job during the call with me.   

  I am still awaiting a statement showing $0 balance.  I'm guessing that is just a matter of timing.  When I receive that I hope to be able to close the issue.

  Thank you.

  
  
  Regards,
  
  ***** *********
  

• Initial Complaint

  Date:06/14/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  My daughter visited Urgent Care on Jan/03/24, and she received treatment as usual with a co-payment of $25, but I was later billed for an additional $222. According to my insurance company, it is because the provider keeps processing as an out of network provider with Mercy Health (MH). They said MH needs to update the ****** credentials at that location. On Mah/08/24, the agent of MH’s customer service explained that the ****** credentials can be changed only by the **** and that the **** does not appear to be working for MH anymore. Therefore, there is no way to change the ****** network status. The agent also explained that it is entirely the patient's responsibility to check whether the provider is out of network or not. I told her that I showed my daughter's insurance card to a cashier before receiving treatment and was asked for a $25. But she said it was just a formality and they were not responsible. I go to urgent care without knowing who will treat me. I have never seen staff or providers ask me to check whether the provider is out-of-network or not. As advertised by Urgent Care at MH, we use urgent care to receive simple medical care without an appointment. Nowhere does it say that the patient must check before treatment if the provider is in the network or not. In the end, the agent asked me to contact my insurance company and tell them to contact MH so they could resolve the issue. But my insurance company didn't pay any attention. There are still several things I don't understand. 1. This is a problem MH could have solved if the **** was still working. They can’t help because the **** is no longer working. Why should the patient bear the problems caused by this? 2. If MH can resolve this by talking to my insurance company, why MH doesn’t contact them directly? Why should I be the middleman? It certainly seems like there was some administrative error on the part of MH, but they put it all on the patients. I need your help.

• Initial Complaint

  Date:03/24/2024

  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.

  Mercy keeps overcharging me despite being paid by the insurance company. I sent them the EOB repeatedly. It has been over a month and they still have not adjusted the bill to the EOB statement of my share of the cost for the outpatient hospital stay that lasted less than an hour.

  Business Response

  Date: 03/26/2024

  Resolution letter attached (text below)
  
  Mercy Health Business Office
  4605 Duke Drive
  Mason, Ohio 45040
  
  03/26/2024
  
  
  ****** ***** ******
  *** ****** ****** ***
  ********* ** *****
  
  Re: Better Business Bureau Patient Number *******
  
  
  Dear ****** ***** ******:
  
  Thank you for taking the time to reach out to Mercy Health **** to explain your concerns. We appreciate your cooperation with our team. We have conducted a full investigation in accordance with our billing practices to resolve this matter fairly.
  
  We hope that our resolution was helpful in addressing your concerns.  If you have any further concerns, please contact our customer service department at ###-###-####.
  
  Mercy Health Mercy **** remains committed to the provision of quality care to its patients. We thank you for sharing your concerns with us as this feedback provides us with an opportunity to evaluate areas for continuous quality improvement.
  
  
  Sincerely,
  
  Valerie B****
  Mercy Quality of Care Coordinator 

• Initial Complaint

  Date:01/22/2024

  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 had a procedure done on 11/15/23. I was told that if I make a payment in full BEFORE procedure, then I will receive $50 off right away and my payment will be made in full, meaning no more bills for the procedure. I was told this over the phone when the reps form Mercy tried to collect the payment BEFORE procedure and then once again I was advised on paying in full during the check-in at the hospital for my procedure. Before the procedure, I did not have insurance, so I called Mercy to see how much the services were to cost, I also was advised by my doctor's office that hospital bill will not be more than $200-$300 for procedure. Now, I am getting bills from the Mercy in the amount of $370.80. Every time I make a claim, the rep over the phone writes down the info and then I there is a pause of communication from Mercy and then once again I receive the bill and phone calls offering financial assistance. Nobody ever called me to talk to me about the bill and when I call to dispute the amount, the rep on the other line is asking me the same info as I gave before. I don't know where there is a disconnect but I charging me anything more then what I paid is unethical. I respectfully request that you remove the bill or credit my account for the bill in the amount of $370.80 Bill is attached for your review. Statement # is *****************. Guarantor Number *********

  Business Response

  Date: 02/12/2024

  Mercy Health Business Office
  4605 Duke Drive
  ****** **** *****
  
  

  02/09/2024

   

  ******** ********

  **** ******* ******

  ****** **** *****
  

  
  Re: ******** Better Business Bureau of Cincinnati Ohio
  
  

   

  Dear ******** ********:
  
  Thank you for taking time to reach out to Mercy West Hospital to explain your concerns. We appreciate your cooperation with our team. We have conducted a full investigation in accordance with our billing practices to resolve this matter fairly.
  
  We have reviewed your hospital billing for the account ending in **** in the amount of $146.64. As of 02/06/2024, your balance has been credited as a one-time courtesy, leaving a zero balance. We apologize for any inconvenience.
  
  We hope this response is helpful in addressing your concerns. Mercy West Hospital remains committed to the provisions of quality care to its patients. We thank you for sharing your concerns with us as this feedback provides us with an opportunity to evaluate areas for continuous quality improvement.
  
  Sincerely,
  
  Valerie B****
  
  Mercy Quality of Care Coordinator

  Customer Answer

  Date: 02/14/2024

  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. 
  
  Regards,
  
  ******** ********
  

• Initial Complaint

  Date:11/27/2023

  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 was given a brace at an orthopaedic office 1/2023 and my insurance filed to bill for the brace and my EOB was $810. The brace did not fit and was returned to the brace company. I have called billing w Mercy 10 times, each time leaving a message documenting that the brace was returned, that I did not have the brace, and that further billing me for the brace was fraudulent. I was told a supervisor would review and get back to me. On 10/22 I received a final notice that bill would be sent to collections. Called 11/2/23 told account being reviewed by leadership and to email them, left message for supervisor to return my call- no return email or call. Called 11/6/23 and spoke to Joan who said my account would not be sent to collections, was being reviewed by leadership and to call back in a month if I did not hear from leadership. Called 11/27/23 and spoke to Yolanda who said bill sent to collections. Again left message for supervisor and told to email [email protected] email again sent to this same email that I had sent message to before. Called ###-###-#### and paid bill to collections and notified BBB of fraudulent charges.

  Business Response

  Date: 12/21/2023

  Good Morning,

  We are currently still working with the Physician Practice to resolve this account status and the patients concerns.  The investigation has found that the return is valid and the refund for the patient is due but the final adjustments and logistics are being finalized.

  We ask the BBB for an extension while we determine the appropriate process to make these adjustments to finalize the account status and bring the patients concern to a satisfactory conclusion.

  We thank you for your consideration, understanding and patience and apologize for any inconvenience.

  Kenny M. 

  Customer Answer

  Date: 12/21/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  I am agreeable to an extension to the case as the company requested but not agreeable to this case being closed as the payment has not been refunded and I have never been able to hear from the company despite multiple attempts until the BBB was involved. It is my understanding if I agree to their decision the case would close, not be extended as the company requested. I am concerned if this complaint is closed before payment is refunded that I will never receive payment as the company acknowledged owing to me. 

  I am very appreciative of the BBB help.  It is a shame Bons Secours was unable to even respond to my multiple calls and emails until the BBB was involved  

  
  Regards,
  
  ***** *******
  

  Business Response

  Date: 01/02/2024

  We have completed a review of your account ending in 0615 for date of service 02/10/2023.  Our investigation revealed that your device was returned within the required timeframe and your account was eligible for a refund.  Your account was adjusted for the device, and you were refunded the $810.50 by check on December 26th.  Additionally, the $55.00 copay for the associated visit was refunded to your credit card on 12/26/23. Your account balance is now zero.  You should receive your check in 7-10 business days via the U.S. Postal Service, and the refund to your credit card will appear on your account according to your bank’s policy.

  Thank You!

  Kenny M****

  Customer Answer

  Date: 01/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  They agreed I was owed the money but have not reimbursed me the money. They have had this money for 12 months, I have been asking for this return for 12 months and that has been plenty of time to return the money to me.  They said they didn’t know how to return the money to me and asked for an extension of the complaint. I will not feel like the complaint is satisfied until the money is refunded . For your reference, reasons for rejection are included below.
  
  Regards,
  
  ***** *******
  

  Business Response

  Date: 01/12/2024

  Good Afternoon, 

  We do apologize for any inconvenience on this matter.  I did reach out to our Credit Management Leadership Team and they did confirm that the check was dated 1/1/24, Check number ****** for $810.50 and the check would have been mailed out by or around 1/5/2024.  And as in the previous response, they do ask that you allow 7-10 Business Days for receipt as these are mailed out via the United States Postal Service.  We hope if you haven't received it by now that you will receive it by next week.

  Thank You,

  Kenny M****

  Customer Answer

  Date: 01/16/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, I have received and cashed the check sent to me to refund me for the brace, and find that this resolution is satisfactory to me.  I am so appreciative of the bbb help. I am so thankful to have you as a resource. 
  
  Regards,

  ***** *******
  

• Initial Complaint

  Date:10/11/2023

  Type:Service or Repair 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 am a disabled cancer survivor on social security disability. I need an MRI. I have had therapy and other things. I have a pinched nerve in my back and hip. Mercy took my money for a MRI but called later and said they couldn’t do it. Pro-Scan said they would. I need to pay them. Mercy said I would have a refund in 7 business days. Today they told me possible 30 to 45 days for a refund. May I please have help getting my refund so I can get the medical attention I need. I am disabled.

  Business Response

  Date: 10/12/2023

  letter to the patient for resolution Attached. 

  Customer Answer

  Date: 10/18/2023

  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. 

  Problem is, first they told us 7-10 days. We waited 12 days. We called on the 12th day and they told us 30-45 days. Then we contacted BBB and filed a complaint and put the incident in a review. The same day we filed with BBB Mercy issued the refund. We think this is terrible how they handled this situation. 
  
  
  Keep God First Always

  
  Thank you,
  **** ******