ComplaintsforMercyHealth

• Initial Complaint

  07/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Update: ******** husband is a lawyer and thats why she is getting away with these lies. Her ******** is super public **************************************. Lives a lavish life while remains a racist and employed. Add her on socials. This was reported to the state. Mercy deleted the visit and falsified medical record. We need to file a class action against this horrible business. Report to the state and BBB.Update: Mercy sided with the unethical racist manager. Do not ever visit this disgusting practice. They do not care about ethics at all.*********************************************************************** WINGS program manager is a racist and denies access to mental health care to people of color. She lied to the State of Wisconsin & on MyChart on a formal complaint to make the patient appear bad. She needs to get fired for discrimination. She slandered my chart saying I was smelling of booze when I dont even drink. She claimed I punched walls and never punched walls in my life. She retaliated because I reported her to the companys ethics line.

  Business response

  07/22/2024

  Good morning, 

  This complaint has been responded to by Mercyhealth in three different modalities, including multiple complaints submitted to the Better Business Bureau. Mercyhealth considers this matter closed and will not be responding further. 

• Initial Complaint

  06/20/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I am a pharmacist at ********* on ******************* in **********. I received a prescription for a mutual patient of Dr. *************************** which posed an allergy interaction. Upon review of potential allergy cross reactivity, patient was absolutely not comfortable taking prescribed medication for otitis media. Prescriber acted profusely unprofessional with inquiry and would not consider or allow pharmacist to present effective alternatives. Patient was shocked with outcome and disregard to patient centered care. Prescriber also called the situation at hand stupid and rudely disconnected the phone call after stating that he has better things to do. I have never had an interaction with a prescriber like this in my professional career and I hope he knows that he will forever be an example of unprofessionalism that I will share with others, future students, etc.

  Business response

  06/21/2024

  Thank you for sharing this feedback with us. As Director of Patient Experience Excellence and Customer Relations for **********************, it is my responsibility to review any feedback from our patients, families, and communities to ensure we are providing quality care and service. I have shared this feedback with the medical leadership over this provider for educational opportunities. As always, please know any feedback can also be received through our Customer ******************** by calling ************** or **************. This allows our representatives to ask questions and obtain more information that can be helpful in preventing concerns in the future. Thank you again for bringing this to our attention. 

• Initial Complaint

  06/11/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On April 3rd the Mercyhealth Optic shop put in an order for contacts that no longer are being sold. They took $122.00 out of our account. we have called them many times and many times have been told that its need to go through many levels of approval to give a simple refund. I then contacted their billing department and was told no requests for refund were ever made. it has now been over 2 months of them taking our money and not getting contacts in return with all their employees just saying well that's too bad. This company needs to be investigated for multiple instances like this.

  Business response

  06/12/2024

  On behalf of Mercyhealth Customer Relations, I appreciate you bringing this concern to our attention and for the opportunity to review and respond. The feedback from our patients and families is important to us. Upon receipt of this concern, I discussed the matter with the manager over our retail optical shop. It is noted that this patient's requested refund was posted on June 7, 2024. The manager further indicated that refunds could take up to eight (8) weeks for processing and this was communicated to the patient and his wife. We apologize if the timeliness of the refund did not meet his expectations; however, we trust this response and refund will resolve his concerns. 
  
  Thank you again for sharing this feedback with us. As always, our patients and families are welcome to contact our Customer ******************** directly regarding care and services provided within Mercyhealth by calling ************** or **************.

  Customer response

  06/12/2024

  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, details of the offer I reviewed appear 

   

  their response is a flat out lie, we have spoken to them numerous time since April 3rd and they have not done anything in response.  I would look forward to speaking with the manager and having her tell me directly that we havent been contacting them since April.

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

  Business response

  06/12/2024

  I apologize if this consumer finds our response unsatisfactory. He's welcome to contact Mercyhealth Customer Relations to discuss matters further. 

  Customer response

  06/12/2024

  There has been no refund, I double checked and no refund is even pending, this is just who Mercy is.  I can provide a balance sheet of every single transaction in my account since they took the money out that shows no refund was ever given, can they provide the same?

  Business response

  06/13/2024

  Attached please find the refund transaction details. Due to patient privacy, some information on this attachment has been deleted. As previously communicated, refunds can take up to eight (8) weeks for processing and the approved adjustment is indicated on this attachment. Mercyhealth considers this matter closed at this time. We appreciate this opportunity to respond, and should this consumer have further questions regarding this matter or future care or service feedback, we welcome the opportunity to address this within Customer Relations by calling ************** or **************.

  Customer response

  06/14/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.  I wish Mercy would have just given the refund without having to be pushed by the BBB to actually care about their patients.
  
  Regards,
  
  *******************
  

• Initial Complaint

  06/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was refused service through Mercy Health systems because I have health insurance that is not within their network and because its not within their network, they would not let me be seen even though I told them that I would just pay for the visit myself they said no cant do that because you have insurance but its insurance that they dont go through. They wont accept me paying for my service myself so they refuse my treatment. I am having medical issues and needed to speak with my primary care doctor, but they refused to see me Because the insurance I have his insurance that they are not a part of, And even though I can pay for the visit myself, they refused to see me

  Business response

  06/07/2024

  Thank you for allowing Mercyhealth Customer Relations to respond to this patient's concerns. As Director of Patient Experience and Customer Relations, it is my responsibility to review the feedback provided by our patients and families regarding care and services throughout our health system. 
  
  I reviewed this patient's concerns regarding the inability to be seen due to being out of network with her insurance. Upon receipt, I also contacted clinic leadership to discuss this matter. While I understand the desire to maintain a patient-provider relationship with the primary care provider, we are unable to meet the patient's expectations of allowing her to be seen outside of her insurance network. It is recommended she contact her insurance to determine a provider who is available to see her. We apologize for any frustrations; however, we are unable to accept cash payment when a patient has insurance coverage. 
  
  Additionally, this patient continues to send MyChart to the care team regarding medically related questions and we will be unable to respond going forward or make the changes that she feels she needs. It is recommended she establish with a provider within her insurance network without delay. 
  
  Again, we apologize as this will likely not be the outcome this patient desires; however, we maintain our position on this matter. Should this patient have future comments regarding care and services provided throughout our Mercyhealth system, she is welcome to contact Customer Relations by calling **************.

• Initial Complaint

  05/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  In February ************************************ ******* ******** who is part of the Mercy Health System (***********). I have not received any services since April 2023 which was an annual exam and peripheral vision check since I am a diabetic. I received my ******** reconciliation about two months later. I never received any bill for any amount due during Calendar 2023. On March 22nd, 2024 I received a bill for the amount of the deductible that Mercy claims I owe. I scheduled payment on the bill and paid $20 in May 2024, and will continue to pay what I can afford until the bill is paid in full. I have not received any explanation why it took Mercy over a year to bill my deductible portion, but it wasn't not due to me but Mercy health billing.Now Mercy is calling with a recording and threatening legal action on a bill that is under $100 and less than 60 days old. If Mercy continues this behavior, I will file a complaint with the ******************* of ************ and Financial Regulation and ************. My eye doctor of 30 years past away and *********** was once employed by his practice. I am a senior citizen and will not tolerate this type of harassment without a serious fight.

  Business response

  05/28/2024

  Good morning, 
  
  Thank you for allowing Mercyhealth the opportunity to respond to this patient's concerns regarding the timeliness of receiving bills for services rendered within our health system. We apologize for any frustration this may have caused our patient as this is never our intention. 
  
  Upon reviewing the concerns with our **************** (billing) department, it was learned there was a delay due to a ******** crossover claim issue. Balances were dropped to the patient in March 2024. The billing department set the timeframe back allowing **************** to pay on his balances and we've reached out to the collection agency to cease calls. 
  
  **************** is welcome to contact our **************** department to discuss this matter further or more explanation. Our team is available to assist with any future questions or concerns by calling **************.

  Customer response

  05/28/2024

  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, details of the offer I reviewed appear below.
  
  [Please type your response here.]

  According to the response from Mercy health, the charges were dropped in March 2024, (see Mercy Response).  That would imply that no collection letter should have been sent at all.  What is the current status of this bill since *** ****** paid $20 on May 20th, 2024.  Even Mercy Health Systems response s ambiguous in their response.  Further clarification is required. 
  

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

• Initial Complaint

  12/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  July 14, 2023, erronously sent $564.26 to Mercy Health through my bank. Should have gone to another Health Center. Did not realize my error til August. Called Mercy in August and requested my refund. Told would take 3 weeks for them to see if I could get my money back. Called end of August , told same thing. Called September told they were not sending refunds till October first. Called first week of October and told they were trying out NEW machine fir refunds following week. 2 weeks later, called and told new machine didn't work but they were working on it. Called every week of November , told machine still not working but they were trying. Called, November 30, told they will check. Called December 1st, told they will not know anything for a couple weeks. Told I am not the only one waiting for refund. I told them that if CEO's paycheck was printed with this machine, that it would be working!!

  Business response

  12/18/2023

  Good evening, 

  On behalf of Mercyhealth, I reviewed the narrative from this customer. Upon discussing the concerns with our ********* Services leadership team, it is noted that the Supervisor of Patient Accounts spoke with ************** on December 11, 2023 to let her know that she can expect a refund check within the next week. ************** appreciated the outreach. At this time we consider this matter resolved. 

• Initial Complaint

  07/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  7/4/2023 I had an accident where my horse reared,fell and landed on my * knee. I was taken to the main Mercy. I was given tests upon arrival. Told no breaks, and given the option to stay to watch for a brain bleed, and for pain control for my knee. I opted to stay.On 7/5, I was told that they were going to tap my knee and drain fluid. After waiting hours I was told they are not draining it but are going to do an M*I. I asked if my knee replacement would distort the images. ****************** did not even realize I'd had prior surgery to the * knee, despite me mentioning it. He also prescribed a medication on my allergy list. Both ****************** and another Dr then came to the room to talk. I've never been treated so badly by a "P*OFESSIONAL " before in my life. I was in tears, hyperventilating. Talking to me like I'm stupid. To the point where a CT tech was telling me how sorry she was, and there was no reason to be spoken to that way. They were treated me like a criminal. *****, the nursing manager came to talk to me due to a nurse refusing to help. I put in a request to transfer to **********, or St. Marys. I was denied At this point, i had my dialysis nurse, and social worker on listening. They had asked her name in case they had to call. I only gave the first name, *****. ***** then demanded to know who i was speaking to. I told her politely, it was a private call. She said ok then, walked out and slammed my room door. *efused to discharge me or transfer me. Told me if I wanted to leave. I would have to do it ***.They even put a security officer outside my door.All I did let's try to advocate for myself and my own health. I ended up signing the *** form, and added my own notes to it, stating I was forced to sign. I feared for my health and safety. ***** then said I needed to wait **** days for a copy of the *** and I'd have to contact medical records.I did get a copy in the end though. As soon as I left Mercy, I went to St ****** in ********

  Business response

  07/12/2023

  Please see attachment for the response to the complaint. 

• Initial Complaint

  11/05/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 8/10 I visited the Mercy Health ** and was there for maybe 2.5 hrs for a high heart rate. I was discharged and told I was fine. I received my **** months later and was surprised by the fee. After reviewing my EOB, I contacted Mercy Health and asked the to review the **** to verify these charges were accurate. They reviewed the **** and made a 400 adjustment. I still felt like the **** was incorrect so I called CS and was told the room charge was given because I was a level 4 when I walked in. I was only placed in a triage room and did not spend the night. The room fee that I am being asked to pay for less then 3 hours is $2170. I took my son to the ** 2x's this year and both of his visits are less then this room charge. I believe this to be an error on the level 4 billing and asked for an adjustment. Both were denied by Mercy Health.I am hoping the BBB can help us to resolve this.

  Business response

  11/17/2021

  Good morning,

  As the Director of Patient Experience for Mercyhealth, I have the responsibility of reviewing the feedback provided by our patients and their representatives. I appreciate the opportunity to review this feedback as it allows us to understand the needs and expectations of our patients. 

  I understand ****************** visited our emergency department on August 10, 2021. She expressed frustration with the charges of the visit. Upon receipt of the concerns, I asked the leadership of the billing office to review the charges and coding related to the visit. A coding review was done per the patient's request on October 1, 2021. The account was reviewed, a charge for hydration was removed and all other charges are correct. All charges have been verified and correct for the services that were provided to ******************. We apologize if this does not meet her expectations; however, the care and charges are appropriate. 

  Thank you for the opportunity to review this patient's concerns. It is our goal to always provide exceptional care and services to our patients and families. 

  Respectfully,

  *****************************, ******* CPXP

  Director, Patient Experience

  Mercyhealth

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

*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. ↩