BBB Business Review

BBB Accredited Business since 10/15/1992

Mercy Medical Center

Phone: (515) 247-3121Fax: (515) 247-4259View Additional Phone Numbers1111 6th Ave, Des MoinesIA 50314-2610 Send email to Mercy Medical Center

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BBB Accreditation

A BBB Accredited Business since 10/15/1992

BBB has determined that Mercy Medical Center meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised Mercy Medical Center's rating include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 5 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.

Customer Complaints SummaryRead complaint details

5 complaints closed with BBB in last 3 years | 1 closed in last 12 months
Complaint TypeTotal Closed Complaints
Billing / Collection Issues5
Advertising / Sales Issues0
Problems with Product / Service0
Delivery Issues0
Guarantee / Warranty Issues0
Total Closed Complaints 5

Customer Reviews Summary Read customer reviews

0 Customer Reviews Customer Reviews on Mercy Medical Center

Customer Experience Total Customer Reviews
Positive Experience
Neutral Experience
Negative Experience
Total Customer Reviews 0 Customer Reviews

Complaint Breakdown by ResolutionAbout Complaint Details

Complaint Resolution Log (5)
09/11/2013Billing / Collection Issues
07/09/2013Billing / Collection Issues | Read Complaint Details

Hospital pre billed $3500 for surgery on 10/11/2012, then failed to refund the difference when insurance paid all but $1500 in charges.
On 10/11/2012, the evening before my surgery, a representative of Mercy Medical Center-Westlakes campus, called and insisted on pre-billing my credit card for $3500. She promised I would be refunded any of that amount paid by my insurance company. Insurance paid all but $1500, so I should have been refunded $2000. They only refunded around $200. Months of phone calls have had no result. They alway pretend ignorance. They can keep careful track of every penny I owe them, so I know they know how much they owe me.

Desired Settlement
I would like to be refunded ALL of the money they owe me--around $1800.

Business' Initial Response
The payment of $3,500 has been allocated to individual accounts with a patient balance due. These amounts have been outlined by the insurance company processing these claims. There is $2000 applied to an account that has not been fully processed by the insurance company. This amount may change depending on the final resolution of this claim processing. An additional inquiry has been sent to the insurance to expedite resolution. Itemized statements and copies of the insurance explanation of benefits to support all transactions have been mailed to this patient.

12/23/2014Billing / Collection Issues
10/07/2014Billing / Collection Issues
09/16/2014Billing / Collection Issues

Industry Comparison| Chart

Hospitals, Health & Medical - General, Clinics

Additional Information

BBB file opened: 09/18/1992Business started: 01/18/1893
Type of Entity


Incorporated: January 1893, IA

Business Management
Customer Contact: Michael Wener (CFO)
Contact Information
Principal: Bob Ritz (President) Joe LeValley (Senior Vice President)
Business Category

Hospitals, Health & Medical - General, Clinics

Alternate Business Names
CHI - Iowa Corp, Mercy Clinics, Bishop Drumm Retirement Center

Map & Directions

Map & Directions

Address for Mercy Medical Center

1111 6th Ave

Des Moines, IA 50314-2610

To | From


1 Locations

  • 1111 6th Ave 

    Des Moines, IA 50314-2610(515) 247-3121
    (515) 707-3468
    Fax: (515) 247-4259
    Fax: (515) 247-4259

Industry Comparison ChartX

The information in the table below represents an industry comparison of businesses which are of the same relative size. This is based on BBB's database of businesses located in Des Moines, IA. Businesses may engage in more than one type of business. The percent of time the business engages in a type of business is not accounted for. There is no known industry standard for the number of complaints a business can expect. The volume of business and number of transactions may have a bearing on the number of complaints received by BBB.

*Mercy Medical Center is in this range.


Types of Complaints Handled by BBB

BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:

  • Advertising or Sales
  • Billing or Collection
  • Problems with Products or Services
  • Delivery
  • Guarantee or Warranty

We do not handle workplace disputes, discrimination claims or claims about the quality of health or legal services.


Additional Phone Numbers

  • (515) 707-3468

BBB Complaint Process

Your complaint will be forwarded to the company within two business days. The company will be asked to respond within 14 days, and if a response is not received, a second request will be made. You will be notified of the company's response when we receive it (or notified that we received no response). Complaints are usually closed within 30 business days.


BBB began including complaint response text in BBB Business Reviews on May 14, 2013.

BBB reports the complaint response text for all reportable complaints against a business that are received electronically.


Industry Tips for Hospitals


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BBB Customer Review Rating plus BBB Rating Overview

BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

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BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.

BBB Business Reviews generally cover a three-year reporting period. BBB Business Reviews are subject to change at any time.