ComplaintsforMercy Health Partners
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Complaint Details
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Initial Complaint
02/03/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
Went to Mercy Health Perrysburg Hospital (In Perrysburg, ****) on Jan. 1, 2023 and was seen in ER. Received my insurance EOB and it states that this visit was billed through Mercy Health St. Vincent in Toledo, ****. Called Mercy Health Billing on 1/25/2023, 1/27/2023 and 2/3/2023 requesting documentation explaining why one hospital is billing as another hospital in a different city and county. I have concerns that there is something going on due to the discounts they receive at St. Vincent through the 340B drug pricing through the government. Received billing statement from Mercy Health dated 1/17/2023 that states "Statements show charges from both the hospital and Medical Group for your convenience." Received separate bill from physician medical group. Spoke with ******** on 2/3/2023 who initially stated that "the medical group is the physicians that take care of you." I stated that I received a bill from "Riverwood Physicians Group." ******** then stated, "Medical Group means the hospital and nurse charges." I requested to speak to supervisor to which she said "they are all in a meeting, I will e-mail them and state that you want a call back."Business response
02/17/2023
Thank you for taking the time to contact Mercy Health to explain your concerns. We appreciate your cooperation with our team. We have investigated our billing practices to resolve this matter promptly.
In review of your request regarding account # **** for the date of service 01/01/2023, Mercy St. Vincent is the Parent Hospital of Mercy Perrysburg Hospital. For future information, the hospital shares the same tax Id # **********. We apologize for the inconvenience this has caused you and appreciate your patience.
We hope that this response is helpful in addressing your concerns. Mercy Perrysburg Hospital remains committed to the provision of quality care for 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. If you have any further questions, please contact us.
Sincerely,
******* *****
Mercy Quality of Care CoordinatorInitial Complaint
05/06/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
My daughter was born on 10/7/21 and used to go to Dr. ******** for her pediatrician. During visits on 11/8 and 12/8, their office billed me our wellness visit as both as wellness visit and an office visit, triggering a $20 copay for each visit. I first contacted Mercy billing department in late March or early April and was told to call the doctor's office. The manager at the doctor's office, *******, told me that the billing department was reviewing my file. Then, I got a letter that my account will be reported to collections even though it was supposedly undergoing a review. I called the billing department back and the customer service rep had no idea from the notes if any review was being performed. She was unable to tell me how long it would take or how this issue would be resolved. This has been going on for long enough. The visit could not possibly be both a wellness and office visit. I believe that was billed that way in so my insurance company would pay both visits- i.e.- fraud. They were wellness visits, pure and simple. We had no other motive for entering that office than her one months and two months check ups. This should not take months to give me answer about billing questions. The lack of response further makes me suspect fraud. I will be reporting to my insurance company as fraud if Mercy insists on billing both services and I'm angry that I cannot get an answer about how or why I billed for both a wellness visit and a 15-minute office visit.Business response
06/30/2022
[BBB Transcription via Email]
***** *************** ***************** ***** ******* **** *** **** **** ** *** **************** ******** ******* **** *******
Complaint ID: ********- The complaint was addressed via a phone call with the customer to explain the billing guidelines per his insurance carrier. The customer verbalized understanding after the office manager contacted him to explain the requirements. Customer stated they will pay the bill. No further action is required regarding this compliant.
Sent from ******** ******* ******************************************Initial Complaint
02/04/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Complaint with Mercy Health accounting facility (account receivables) Cincinnati facility with address of PO Box ****** and contact number of ************. Guarantor assigned number # *********. Service performed at ******** (OH) Mercy Medical Hospital on 10-08-2021.Nov 11/4/21 First statement of $337.84 (due date 12/2/21) rec on 11/15/21 paid with check #**** mailed same date. Mercy cashed check cleared my bank on 11/19/21.I received past due statement notices in Dec 21 and Jan 2022. Each time called MH posted contact number with person speaking for MH stating the problem to be resolved. Well it wasn't to happen!. I Jan 2022 same thing this time it was requested to return the statement with copy of the canceled check (with the bank charge me $5.00) to the ********** PO Box 740405 with Zip of **********. Mailed same day. Thought this would resolve....nope!!So received another MH past due statement this time with threat refer this BAD DEBT to collections agency !!Well it is impossible to resolve this issue either through MH web sites (no portals or drop-downs) or telephones numbers. I have extremely good credit rating for this misfit MH accounting center to be so inept so many times I tried to resolve using their so called communications channels.Any way can BBB get this message to MH's bureaucracy'?? Would appreciate your assistance. Thank you **Business response
01/01/1900
Business Response /* (1000, 5, 2022/02/17) */ Mercy Health Business Office **** **** ***** *****, Ohio 45040 2/15/2022 ********************************************************* Re: Concern ID: BBB Case # ******** Dear ***************, Thank you for taking 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. Your concern is addressed below: In review of your request, we have located your payment for $337.84 for account *********. As of today,1/27/22, your payment has been applied and the account balance is at $0.00. We apologize for the inconvenience this matter may have caused you. We hope that this response is helpful in addressing your concerns. The *********** 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, ************* ********************* Coordinator Consumer Response /* (2000, 8, 2022/02/18) */ From: ************Customer response
02/18/2022
From: *** ********
Date: Fri, Feb 18, 2022 at 8:17 AM
Subject: RE: BBB Complaint Case# ******** (Ref#**************************)
To: Better Business Bureau
Thank you for your assistance. Although this particular issue has been resolved, Mercy Health Cincinnati office of accounts collectable has issues most likely poor management.
Thanks Again, *** ********
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Customer Complaints Summary
3 total complaints in the last 3 years.
0 complaints closed in the last 12 months.