ComplaintsforMercy Health Partners

• Initial Complaint

  08/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The care I received at Mercy Hospital was good, but the billing system there for my care as a 100% Disabled Veteran was really poor. I have contacted them in person and over the phone concerning a Hospital bill they have improperly submitted to the VA. I am still getting bills ($216, now $285) for service the ** would pay for but Mercy Hospital doesn't know how to take care of the billing issue.

  Business response

  08/13/2024

  Bon Secour Mercy Health 

   

  
  ***** ****** ******** ****** ***** **** ******* ******* *********** **** *****
  
  
  
  08/13/2024
  
  
  ****** ** ******** *** **** ****** ****** ********** **** *****
  
  
  Re: Better Business Bureau *********
  
  
  Dear Billie W. Childers:
  
  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 ******** 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,
  V****** B****
  Mercy Quality of Care Coordinator
  
  

  Customer response

  08/13/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, but until I receive a letter from Mercy Hospital and the Collection agency clearing my credit records of these two late bills, i will not consider these issues closed. 
  
  Regards,
  
  ****** ********
  

• Initial Complaint

  05/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I am receiving several text trying to collect a payment. I or my wife have not received any services from Mercy Health please stop texting me.

• Initial Complaint

  04/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 2-21-24, My mailed check for $50 was deposited by Bon Secours HB, ** *** ******* Cincinnati, OH, *****. When I called in on 3-6-24 to make a further payment, My statement did not reflect the $50 check I had paid. They gave me an email address to send a copy of Check, Front and Back so they could investigate. I followed through on this and made my next call in on 4-3-24. Eventhough, the investigation turned up The Check, My Statement still didn't reflect it. The lady, I spoke with on the phone confirmed that the check was found and approved in system, on 3-11-24. She could not give me a timline on when they would adjust their error, even after my proof of payment. Since they won't fix, their billing error at my expense, I'm reaching out to you. This Bill has been questionable, from the start as I get mailing Statements, but it doesn't appear in their online Portal. A few other useful pieces of information are (1) My Guarantor Number which is ********* and (2) Statement Date which is 2-25-24. Thank you for your attention in this matter and please feel free to reach out, with questions. You helped me resolve a Cable Billing dispute, several years ago and I'm hoping you can do the same here! Kind Regards, ******* ********

  Business response

  04/17/2024

  Good morning,

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

  I was forwarded this case from our Cincinatti office and after our investigation, we were able to connect with the patient and provide our findings and the resolution to their concerns. We've also sent a letter to the patient confirming the conversation.  

  Thank You,

  ******* 

  ** ***

  Customer response

  04/21/2024

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

• Initial Complaint

  02/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was diagnosed with leukemia in June of 2023 and I have been hospitalized a total of over 40 days. I have a hospital indemnity plan that pays me $100 a day for every day that I'm in the hospital. I submitted all the necessary forms to Mercy billing back on November 14th. To this date my insurance company is still not received any ubo4 forms from Mercy billing. When I call Mercy billing they apologize and that's about all I get. I'm sure I and other people take out these hospital indemnity policies to help with finances, but appears Mercy may be dragging their feet and lacking compassion. I have called numerous times and I get absolutely nowhere, this is becoming quite frustrating because of my cancer I have many bills I have to take care of, and I can't get money that's due to me. My insurance company said it's not a hard task for a billing department to provide ub04 forms, but it appears Mercy seems to have a problem doing so. I've dealt with another hospital requiring ub04 forms, and I received them within two weeks.

  Business response

  03/08/2024

  
  
  ****** ** *******
  *** ***** *** *** *
  ********** **** *****
  
  Re: Better Business Bureau # ********
  
  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.
  

  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 ******** 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.

• Initial Complaint

  12/04/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  February 2023 I had Arthroplasty Cervical Disc Replacement surgery conducted by Dr. Jed V************. The billing for Dr. V************ is handled by the hospital system he uses, *** *******. I am retired from the ** *** *****, so my insurance company is ******* ****. A few months back I started receiving a bill from *** ******* for $868.84. I have already satisfied my deductible and cost share so I knew this was incorrect. I called ********** and was told it would be resubmitted for coding. I continued to receive the bill so I contacted *** ******* a gain and they said there was no history of the bill being resubmitted. In an effort to resolve the issue I contacted ******* ****. I was informed by ******* **** that Dr. V************ received authorization to conduct the surgery, but on the day of the surgery PA Stacey M******** was part of the surgery as an attending physician. There was no authorization for PA M******** to participate in the surgery or to charge me for her attendance. I called *** ******* again with this information, but still no resolution. I should not even be involved in this nonsense; this should have been, and stills need to be resolved by *** *******, *******, and Dr. V************. I should have never received a bill.

  Business response

  12/21/2023

  Good Morning,

  We are currently still working to investigate this case with the insurance company to determine the appropriate actions needed to bring this patient concern to a resolve.

  We are asking the BBB for an extension while we continue this investigation to assure we take the appropriate actions.

  Thank You for your consideration, patience and understanding.

  Kenny M. 

  Customer response

  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 cannot accept the response from the business as a resolution because a solution has not been offered. The business is requesting an extension from BBB. An extension is okay with me. This request must be answered by BBB. 

  
  Regards,
  
  ***** ****
  

  Business response

  01/12/2024

  We have completed a review of your account ending in **** for date of service 02/22/2023.  According to *******, you chose the Point of Service option for your care, rather than utilizing the Primary Care Manager. By electing the Point of Service option, services were provided by an Authorized ******* Provider, but not an in-network provider. The PA’s participation in your care did not impact the out-of-pocket cost. We suggest that you contact ******* if you have any more questions about how the claim was processed. Your current responsibility stands at $868.84. Please give our office a call directly to discuss the options available to satisfy your balance.  You can call ###-###-#### between the hours of 8am and 5pm, est. 

  Kenny M****

  Customer response

  01/12/2024

  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, reasons for rejection are included below.

  I just talked to ******* and was told that ******* accepts responsibility for the payment and the payment will be made within the next 30 days. Please allow the 30 days for the payment to go through. The reference number from ******* is: ******.

  
  Regards,
  
  ***** ****
  

  Business response

  01/23/2024

  Good afternoon, 

  We spoke with a ******* representative on 1/19/24, who confirmed that ******* would accept responsibility for the payment for your services. Your account will be placed on hold for 30 days while the claim is reprocessed. We suggest that you keep in contact with ******* to assure this claim is being processed appropriately and let our office know of any changes. 
  

  Sincerely, 

  Kenny M****

  Customer response

  01/23/2024

  Better Business Bureau:
  
  Mr. M****, Thanks for the update, and thanks for your commitment to help resolve this nonsense. 

  I want to correct an inaccuracy in this process. I did not choose the Point of Service option for my care, and I did utilize the Primary Care Manager. I know you started that ******* said this is what happened, but it is not true. This is something that *** ******* could have seen from their records since I had a referral and my surgeon is in network. I was told, once again, the last time I talked to ******* that the reason it was not paid was because the surgeon brought his PA top the surgery and she was not authorized and it looked suspicious. Thanks, I will keep a close eye on this as you suggest, or should I say continue to keep a close eye on the issue. The fact that I kept a close eye one this issue is the reason we are here now having this discussion in BBB. Perhaps I should have never received the bill in the first place. I am glad this worked out and I truly appreciate your efforts, it is just a shame I had to call *** ******* and ******* so many times over the months. Thanks again 

  
  Regards,
  
  ***** ****
  

• Initial Complaint

  12/02/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am being double billed for an emergency room visit for a 2.5 cm laceration to my thumb. I have a bill from “Mercy Health” and a bill from “Acute Care” BOTH charging for the same visit/care that occurred on 10/16/2023.

  Business response

  12/18/2023

  please see the attach response letter 

• Initial Complaint

  11/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  I'm writing you because my experience with the billing department is unacceptable!!! I've been dealing with these guys since April of this year yes you read that correctly. Basically I had a procedure done I paid For the procedure to get the 20% off. I have the receipt. so when I got the bill I was surprised. I sent a copy of my receipt so they could look in to it. They get back and said the check bounced. I knew that wasn't true but I check with my bank said check never came through. I sent them that info. I begged for a call never got a call. Before I write another check I would love to know what happen to my first check. No-one can tell me that. I got a letter from a collection agency about this. So I sent them the receipt. Please help me understand why noone could tell me about this. Instead they sent my to collects. Please advise why this happen and one one double tell me where my check went. Please read the chats Guarantor account ********* Receipt ********

  Business response

  01/02/2024

  12/07/2023
  
             
  
   
  
  ****** *******
  
  **** ********** *****
  
  ******** **** **********
  
   
  
   
  
  Re: Concern ID: Cincinnati Better Business Bureau # ********
  
   
  
   
  
  Dear ****** *******
  
   
  
  Thank you for taking time to reach out to ***** ****** ******** 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 the billing for the account ending in *****. As of 12/7/2023, the balance for the account is $0.00. We have closed your account with *****, a non-reporting agency. We apologize for the inconvenience our billing system has caused you.
  
   
  
  We hope that this response is helpful in addressing your concerns. ***** ****** ******** 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
  
   

  Customer response

  01/02/2024

  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. The file you attached is corrupt. Also never got the receipt promised!!!!
  
  Regards,
  
  ****** *******
  

  Business response

  01/10/2024

  Mercy Health Business office
  
  4605 Duke Drive
  
  Mason, Ohio 45040

   

  
  
  12/07/2023

   

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

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

  
  
  Dear ****** *******
  
  Thank you for taking time to reach out to ***** ****** ******** 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 the billing for the account ending in *****. As of 12/7/2023, the balance for the account is $0.00. We have closed your account with *****, a non-reporting agency. We apologize for the inconvenience our billing system has caused you.
  
  We hope that this response is helpful in addressing your concerns. ***** ****** ******** 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

  Customer response

  01/10/2024

  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. Still waiting on the receipt that's was promised!
  
  Regards,
  
  ****** *******
  

• Initial Complaint

  11/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I believe I had an ovarian cyst or kidney problems. I went to Mercy ER in acute pain and was given an MRI and told I had spine problems and would need to see the spine Dr. I broke down. In tears and said it's not a back problem there's something else wrong. I've had cysts and kidney stones and it feels more like that. After 11 hrs of sitting and waiting I left wo a diagnoses. I went home and tried to get on with life. I was still in such acute pain I went to Urgent Care who told me I had a UTI that has turned into kidney stones or kidney infection or appendicitis. They sent me directly to the ER. I went to a less busy ER since the day before I was somehow having my back checked out. At the ER location in ******** I was seen after explaining I have a history back at St E of kidney issues and cysts they gave me a CT scan. It came back fine so he referred me to get this, another ER to have an ultrasound done and in his report it was written that "I REFUSED A PELVIC EXAM THERE". I was never offered a pelvic exam and that is a complete lie in my records. I'm spending thousands and no one is able to help for possibly just a cyst that will rupture as my history states. So I email to go to my GP and he sends me a message and says all he will do for me if I come in is send me to pain management! I have had an issue with my feet for 2 years and spent over $200,000 to try and get help and everyone just assumes I'm looking for pain medication. Why can I not be properly treated, now im a patient at ********* Clinic for my feet and they can't understand why I've been to so many Dr's and not be given any help. I an currently hiring an attorney to help me get the service I have been paying for. I am Not a Junkie, I've tried Pain Clinics, they give me injections to help my back and my feet are what hurts. Ive been to back Dr's and pain management still treats my back which is not helping my feet. Pain Managment doesn't help either. Believe it or not I'm looking for help, not drugs. BTW the cyst (that I never had) passed today.

  Business response

  12/14/2023

  December 12, 2023 
  

  Better Business Bureau 1 E. 4th, Suite 600 Cincinnati, OH 45202 
  

  ATTN: Dispute Resolution Specialist 
  

  RE: BBB Cinati Complaint Number ******* 
  

  Dispute Resolution Specialist, 
  

  Thank you for contacting Mercy Health and relaying concerns with ****** ********* visit to Mercy ********* Hospital on 11/8/2023. We have contacted the patient and working on a resolution. 
  

  Mercy Health continually strives to meet the highest standards of customer service and quality care. We are fortunate when patients bring concerns to our attention, as we recognize problems that go unnoticed are missed opportunities for improvement. 
  

  Sincerely, 
  

  Vicki R********* Patient Advocate 
  

  
  

  Customer response

  12/14/2023

  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.

  The company had never contacted me via any resource. They claim they will discuss with me but have never reached out. I refuse to do business with a company that's treating me without any dignity considering the $100,000 I've spent there to find a diagnosis. Im currently under treatment elsewhere and am actually recieving treatment and medication to help.
  
  Regards,
  
  ****** *******
  

• Initial Complaint

  09/25/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I had an elective procedure done Oct 31, 2022, that had been scheduled many weeks ahead of time. They told me upon arrival my estimated cost would be $283.94. The surgeon stated everything was best case scenario, with the surgery taking only 10 minutes. Later, the hospital billed me for an additional $762.60 for their charges (not anesthesia or something else). There were absolutely no medical issues or complications that arose during or after my procedure. I attempted to rectify this for many months through the hospital, but they outsource their billing to a third-party (Ensemble) and literally every number loops back into Ensemble’s customer service. I have spent literally hours and hours documenting what was stated in phone calls and using the detailed statement to try to understand how this happened. In the end, after speaking to the service department over a dozen times and being threatened with collections, I had to write letters to the CEOs of both mercy and the third-party, ensemble, to someone, Summer W****, finally called me back. After several emails, they admit that they did not use the correct insurance information for my estimate and made mistakes. I did send them an addition $160 which represented the difference between the $40 co-pay they used and the actual $200 co-pay. This totals $443.94 I have paid them in addition to what my insurance company paid them. They keep sending me bills for the balance of $602.60. There's a significant amount of finger-pointing back-and-forth with zero resolution or accountability for how the errors in the estimate occurred. My last email from Ms. W**** was August, with three follow up emails from me receiving no response. If there had been unforeseen complications, I wouldn’t be writing you. However, I feel they made these mistakes and are expecting me to pay for their errors. Had I known this was cost me over $1046 out of my pocket, I wouldn’t have had it done. My Guarantor number with Mercy is *********

  Business response

  10/20/2023

  10/19/2023
  
   
  
   
  
  ***** ******* **
  
  **** ***** ***** ***
  
  ********* **** *****
  
   
  
   
  
  Re: Concern ID: BBB Complaint: ********
  
   
  
   
  
  Dear ******* ** ****:
  
   
  
  Thank you for taking time to reach out to Mercy Jewish 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 completed a review of your account ending in ***** for date of service 10/31/22. During the estimate process, benefits were reviewed addressing your unmet deductible and co-insurance, but that estimate did not encompass all services that were needed to meet your individual level of care. We apologize for the inconvenience.
  
   
  
  We have adjusted your balance of $462.43 as a courtesy, bringing your account balance to zero.
  
   
  
  We hope that this response is helpful in addressing your concerns. Mercy Jewish 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 response

  10/20/2023

  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. 

   

  Thank you to all those who helped get this matter resolved.  I greatly appreciate your efforts.
  
  Regards,
  
  ******* ****
  

• Initial Complaint

  07/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I have been trying to work with Sharon for three weeks to get my medical information released to my new doctor including filling out two waivers from each my new doctor and the ***** Mercy location where Sharon is located. She has always been rude with every encounter from phone conversations to in person interactions. As of today when we spoke, she told me my documents were faxed over to *** seven days after I filled out her waiver (*** said they did not receive any data on my account) and refused to give me her office manager's name/number or regional manager's name and contact info., before hanging up on me as I continued to request the information for escalation and assistance. I called another Mercy location asking for help and they tried calling twice without success of anyone answering to assist at Sharon's office site.

*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. ↩