ComplaintsforMercy Health Partners

• Initial Complaint

  07/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had gallbladder removal in January 2023. My insurance paid over 30k. My portion is 6k . I have been paying monthly 100.00. When I received the bill I called to set up a payment plan but they said unless I paid 3 to 4 hundred a month they would turn me over to collections which they recently did. I am on a fixed income . I would like them to remove my account from the collection agency and remove it from my credit report.

  Business response

  07/20/2023

  Mercy Health Business Office
  4605 Duke Drive
  Mason, Ohio 45040
  
  
  07/10/2023
  
  ******* *****
  **** ****** ****
  *********** **** *****
  
  
  
  Re: Concern ID: Cincinnati Better Business Bureau # ********
  
  
  Dear ******* *****:
  
  Thank you for taking time to reach out to Mercy Health 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 researched your billing concern with the accounts ending in **** and ****.  Please be advised that we were not able to extend the payment plan that you have requested.  We apologize for any inconvenience this may have caused you. Mercy Health does offer public benefits which you are welcome to apply for.
  
  We hope that this response is helpful in addressing your concerns. Mercy Health 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

  04/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I paid my bill on 2/6/23 with the appropriate amount of $81.85 as settled with the company to make payments on my bill. They are saying I only paid $18.85. I have been calling them since 2/6/23, speaking with multiple people and no one is getting this resolved even though I have provided all documentation requested included a bank statement showing the amount of $81.85 was withdrawn from my account. It took 2 weeks for them to even get back to me to request another bank account statement and now they are telling me management is still looking into the issue. No one has called me like advised in the email I have received. I also have all conversations documented in written for dates as well as email chains.

  Business response

  05/23/2023

  
  
  
  
  
  
  
  Mercy Health Business Office
  4605 Duke Drive
  Mason, Ohio 45040
  
  
  05/18/2023
  
  ******* ** *********
  *** ********* **
  *********** ** *****
  
  
  
  Re: Concern ID: Cincinnati Better Business Bureau # ********
  
  
  Dear ******* ** *********:
  
  Thank you for taking time to reach out to Mercy *** ********* ******** 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 researched your *** ********* ******** billing concern with the account ending in 0160.  We were not able to locate a payment in the amount of $81.85, however according to the confirmation Bill Details image you provided, a payment in the amount of $81.85 was completed on or around 2/6/2023. We apologize and for the error in the posted payment amount of $18.85. We are crediting your account for $63.00 to resolve this issue. Again, we apologize for the inconvenience this incident may have caused you.
  
  We hope that this response is helpful in addressing your concerns. Mercy *** ********* ******** 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

  03/27/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My complaint involves Bon Secours Mercy Health's billing process and the lag between initial payment and the final posting of the bill being paid. This lag gives the appearance it takes months for us to pay our bills. While my complaint will focus on one payment, it is only one of four delayed payments we have experienced since September, 2022. Prior to this month, we did not encounter any billing issues with Bon Secours. The current bill with which we are dealing is for $101.14. Using Online Banking, I paid this bill on 1-13-2023. My bank withdrew/delivered this amount to Bon Secours on 1-23-2023. Bon Secours deposited the amount on 2-1-2023. Despite this deposit, I have received Past Due and Urgent Notice statements. Upon receipt, I called the billing number, spoke with a Customer Service Representative and sent them a copy of the Front/Back Image of the deposited check, along with the Check and Reference Number. As of 3-26-2023, my balance indicates I still owe the $101.14. A temporary Hold has been placed on this billing account until my payment is located. I am currently calling weekly to receive updates.

  Business response

  04/21/2023

  04/13/2023
  
  ***** *******
  ** ********** ***
  ****** ** *****
  
  
  Re: Better Business Bureau Case # ********
  
  
  Dear ***** *******: 
  
  Thank you for taking time to reach out to Bon Secours 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.
  
  We have completed a review of your account ending in **** for date of service 01/03/2023. Our investigation revealed that the payment of $101.14 was located in another payment lockbox.  It was removed from the lockbox and posted to your account on March 27, 2023. Your account now has a zero balance and shows no responsibility on your part. 
  
  We hope that this response will be helpful in addressing your concerns. The Bon Secours ******** Family Practice in ********** 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, 
  
  
  Kenny M
  Operations Support Analyst 
  

  
  

• Initial Complaint

  03/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I saw my doctor on 8/26/22 and a lab test was ordered. The lab performed the test in 8/31/2022. The lab was denied by my insurance company due to insufficient reason for why the test was ordered AND It need a preauthorization according to ****** ****** **** (***) my insurance. I called and messaged the office Mercy Family and Residents Clinic several times and they have been very uncooperative. I spoke with *** and laboratory billing and they need the records from the doctor’s visit. I called the office to have them send the records to lab billing and they stated that I could not request that and lab billing would have to reach out to them. I called lab billing today and was informed my doctor’s office called then and said the could not change the billing code. I did not ask them to do that. I asked them to send the records of thw 8/26 visit to lab billing so that the claim could be resubmitted to ***. I love my doctor but the office staff in this instance has been very uncooperative and unwilling to assist me with this issue. I would like to speak to whoever is in charge of Mercy ******** Famiy Medicine and not any of the office staff as they have not be helpful. I want this matter resolved. *** said it is not my responsibility to get a pre authorization and that I am not responsible for their errors. All I want is someone to help me figure this out.

• Initial Complaint

  02/28/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  My account number is: *********. I have had a payment plan with Mercy Hospital for about 2 years now. I have paid monthly $177.73 without fail directly from my 5/3 checking account on the Ist or 2nd day of each month through direct deposit. Surprisingly, I got a call from some collections company claiming that they have been appointed by Mercy Hospital to recover a debt from me. Meanwhile, Mercy Hospital has been receiving payments monthly from me for about 2 years without one single payment missed as agreed to by us (payment plan). This has been embarrassing, rude, stupid, inefficient, and unprofessional. I hereby demand an apology and restitution for the public disgrace and ridicule I have been subjected to. Mercy has by their action abrogated/vitiated the agreement they willfully entered into with me.

• Initial Complaint

  02/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Mercy held me against. My Will for seven. Days without my medication would not let see my doctors not shower and do proceeder me that. I did not want

• Initial Complaint

  02/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Hello, RE: ****** ****** ****** Guarantor # : 104249211 Please help me to communicate with Bon Secours Billing Dept. I had a Doctors visit on 10/11/22. ***** Medicare paid approximately $120.00 on 10/20/22 to Bon Secours. It doesn't appear that Bon Secours has acknowledged via their billing/crediting system. I had a similar event with Bon Secours in 2021. I tried calling Bon on 2 occasions. I was not able to get through. Please let me know if I can provide further info. Regards, ****** ******

• Initial Complaint

  01/25/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I received lab work done on 07/28/2022. First they billed the wrong insurance so it was denied. Then they billed me as a newborn new patient and it was denied. Clearly I'm not a new born baby. I reached out to my doctor's office to resolve the issue. Apparently Mercy health uses a 3rd party for billing. They keep sending me a bill for $207.55 that is fully covered by my insurance all because they cannot get their coding correct. Their lab billing department and doctors office apparently don't have any communication with each other. They have made no attempt to resolve the issue within their organization. I have to keep calling them to attempt to have the issue resolved. They keep putting the bill on hold but they keep sending me a bill. The lab is covered under my insurance they just need to fix the coding. I'm not a newborn. They just need to fix the coding to match my date of birth so it can be covered. "The diagnosis billed does not agree with the age of the patient " instead of them resolving the issue within their organization. They decides to keep sending me a bill and have me keep calling their lab billing department and my doctor's office so they can resolve. Why am I doing the work they should be doing in their organization. The code is wrong fix it and rebill my insurance. Stop sending me a bill for something that is fully covered under my insurance. Under HIPAA there is a billing limit.... Now it's past 6 month for billing all because they cannot get their billing code code correct. Now if the bill is declined it for "time limit" not my issue because their organization is not doing their job to resolve the issue

  Business response

  01/26/2023

  I have appropriately forwarded these concerns to our Billing Manager Valerie B. I have asked that she review the matter and respond with resolution. 

  Valerie B can be contacted directly at VABrown@mercy.

  Thanks in advance,

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

   

  Business response

  01/30/2023

  Mercy Health Business office
  **** **** *****                                                  
  Mason, Ohio 45040
  
  
  01/26/2023
  
  
  ******* *********
  **** ********* ****
  *********** **** *****
  
  
  Re: Concern ID: BBB Complaint ********
  
  
  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 have completed a review of your account ending in 4437 for date of service 07/28/22.
  Your account with Mercy Forrest Park Internal Medicine and Pediatrics shows a balance of $310.00 pending with your insurance. We will not know your patient liability until insurance finalizes the claim. At that time, you will receive an explanation of benefits (EOB) from your insurance followed by a statement from the facility for any balance due.
  
  We hope that this response is helpful in addressing your concerns. Mercy Forrest Park Internal Medicine and Pediatrics is 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

  02/02/2023

  This is the picture of the actual bill that I am referring.

• Initial Complaint

  12/19/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 8/25/22 I went to Mercy ****** for an ******** injection. This is an emergency-approved option for Covid. My doctor told me it would be free. When I arrived to Mercy ******, I was guided straight to the infusion center. I did not register, no one counseled me about costs or gave me the opportunity to prepay. I have received a $376 bill. My insurance is putting this against my deductible. Mercy never informed me about cost or advised me about my options. I understand that the medicine was free, but Mercy is charging for the service. They should absolutely still need to communicate this to their patients. This is highly unethical practice. I called on Nov. 21st to address my bill. I was told I'd hear from a manager within 24 hours. I called on Nov. 23rd and was told it was noted in my account that a manager had called, spoken to me and advised me it was my deductible cost. This is all a lie. No one called and I did not speak to anyone. They fabricated this communication. Then no one called me after Nov. 23rd. I called on Dec. 19th and again asked to speak to a manager. Again, no one was available and I am supposed to receive a call from one in the next 48 hours. It is wrong that they charged me without communicating this in advance and it is wrong that they claimed they spoke to me AND that they have still not called. I should not be charged for a medical service without being informed of the cost in advance.

  Business response

  01/05/2023

  Hello,

  We were following correct billing process according to our governing body. Our Process was followed from a facility standpoint.

  Thanks, 

  Christina H*****

  Customer response

  01/05/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is acceptable. While I am pleased Mercy has written off my balance and I do not know owe any money, I am still very concerned about the lack of communication and fabrication of communication that occurred. I am thankful for the person I spoke with in Escalations and the nursing director at the Infusion Center at Mercy ******. The billing department was not pleasant, never returned my calls and lied about our communication. 
  
  Regards,
  
  ******* ******
  

• Initial Complaint

  12/13/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I got a bill from *** ******* Mercy Health billing department with a balance of $20.00 for the visit with doctor Zachary M D**** on 6/14/22. I called its billing department to make a payment with my visa card, confirmation #******. Weeks afterwards I still received multiple similar bills for the same billing issue. Each time I received the bill, I called them and I was told that was a billing error and I would not received any more bill. But that was not the case. The most recent bill dated 12/05/22 came with a warning. I called again on 12/12/22 and 12/13/22 and was still very unhappy with their response and resolution. I asked for a contact source where I could file a complaint against their department but to no avail. Apparently there is a serious failure within their billing process that keeps generating a bill even after it has been paid. Different people provide different stories and no one is responsible for correcting a billing error. No accountability. No transparency. This issue has caused me a lot of distress. It is a total harassment.

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