ComplaintsforMercy Health

• Initial Complaint

  05/16/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I received a **** from Mercy Health with statement date: 2/1/2022 in th amount of $27.71. I paid this amount via their online site 2/18/22. I printed the confirmation as well was sent a confirmation email from Mercy health. I have continued to receive bills from this provider for this amount. I called in to customer service on 3/7, 4/7, and I also emailed mercy health on 4/16. I received this **** again on 5/1/22. The funds were taken shortly after the original payment was made but no steps seems to be being taken to resolve this matter.

  Customer response

  06/02/2022

  Better Business Bureau:

  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

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

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• Initial Complaint

  01/03/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have Cigna as a primary and ******** as a secondary. **** regulations bar a provider from balance billing a ******** patient except in very limited circumstances. Mercy Health has repeatedly issued me a balance **** and is threatening to send me to collections. They've been advised repeatedly by both myself and my mother that I have ********, and we have provided the ******** information. Their excuse is that ******** has not paid yet. That is NOT a permissible reason to **** a ******** patient in the *************.

• Initial Complaint

  10/21/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  10/31/20 Emergency Room St. Elizabeth Boardman, ** ***** I've attempted multiple times to resolve this billing issue. I have been hung up on several times by Mercy Health Billing personnel and sent to collections without the **** ever having received a collection notice. Then **** was sent to secondary collections. Made multiple calls to both collection agencies as I did the first collection agency only to be told once again they have no record of my **** on record for collections.I was referred to Mercy Health ********** Billing Escalation Team on 10/12/21. The contact person, **********************, ************ was unhelpful, rude, not well-informed and lazy. He refused to follow up. I called him back 3 times from 10/12/21 to 10/20/21. He continues to refuse to return calls and purposefully is hurting my credit rating. I have no way to pay my **** but keep getting threats by Mercy Health Billing. I need to report them and **********************, Mercy Health ************* **********.

  Customer response

  11/12/2021

  Better Business Bureau:

  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

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

  ---

   

  I accept and do not understand how Mercy Health allows its billing personnel to remain so unavailable and substandard in their follow up for those who make every honest effort possible to rectify payment matters.
  

  My strong recommendation to management is to: Hire competent personnel and train them in the provision of professional, timely, customer service. Your personnel hide behind telephone anonymity to avoid doing their jobs at my literal expense in time and money. I spent ridiculous amounts of time being left on hold for an average of 45 minutes and sometimes the phone was NEVER answered only to be very surprisingly hung up on several times! I finally got through and that took me months to accomplish!!!.because of your clueless and/ or responsibility shirking personnel who do not have to provide any type of identifying information that holds them accountable, including members of your Escalation Team, the most problematic of whom was ********************** ( that full name I worked very hard to find) due to his total disregard for his responsibility to follow up while I ardently attempted to discover what I owed, if I owed, and to which department I owed.) He is especially culpable since his only function was to supposedly help resolve this long-standing, confusing, delayed and unnecessarily avoided payment resolution issue. When you start downsizing redundant or superfluous positions make sure he is the first one you pink slip. He was completely useless.

  Get with it Mercy Health.  No wonder your hospital receives perennially horrible reviews. You earn them. I dread dealing with your compassionless, authoritarian,  provision of care.  The word Mercy is the last thing I associate with your facility. 

• Initial Complaint

  10/12/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Issue with **** going to collections after setting up payment plan. Account #************ (lumped with 3 other bills under the Guarantor Number *********). Initial call was made on May 5, 2021 setting up payments of ******. Sent check payment of ******: July 7 2021, July 13 2021, Aug 10 2021 and Sept 9 2021. This left a balance of *******. Received a statement from *************, a collection agency, that ******* has been sent to them for payment! Called Mercy Health on Sept 27 2021 and spoke to a ********, explained the situation. She informed me that there were no notes to the acct stating payments were being accepted and the amount! Was instructed to make the Oct payment (which was applied to the wrong acct) because the system showed we were making payments to the acct in collections! Set up a review to be done within 10 days of Sept 27. Called Oct 11 to follow up, spoke to Hunter. He said there was NO RECORD OF THE PREVIOUS CALL!!! Said acct will be back in their office in 2 days

  Business response

  10/27/2021

  
  
  
  
  
  Mercy Health Business office
  *************************************
  10/22/2021
  
  *****************************
  7238 ********** ***** Road
  ****************
  Re: Concern ID: ********
  
  Dear *****************************:
  Thank you for taking time to reach out to 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 investigation involved an in-depth review of your billing records. As a one-time courtesy we have agreed to pull your account back from Amcol. Upon review, we identified account ************ was not included in your payment agreement which caused it to age to collections. That account has been returned from the agency and established on a payment plan per your request.
  We hope that this response will be helpful in addressing your concerns. The Mercy St. ******** Boardman 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,
  *************************
  Patient Coordinator
  
  
  

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