Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:11/26/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My insurance company has been trying since the 2nd week of October 2024 to obtain a copy of my records from this hospital in order to pay my claim. I have spoken to medical records in regards to picking up a copy in order to send myself but 1 they are somewhere in Kentucky and I can't get them from the hospital and 2 they want to charge me to get a copy which I am not willing to pay since they will not send to my insurance company. I received notice that if insurance does not pay the $49,000.00 I will be responsible for that amount but all the jack wagons need to do is send the records and it would get paid. My insurance company just told me if it is not paid within a certain time frame they will deny the claim which will ultimately put it back on me. I paid my 10% on the morning of my surgery which was $1,453.00 so my responsibility has been met.

  Business Response

  Date: 12/11/2024

  
  
  
  
  Bon Secours Mercy Health Business Office
  **** **** *****
  ****** **** *****
  
  
  
  12/10/2024
  
  ******* *****
  **** ****** ****
  ******** ** *****
  
  
  Re: Cincinnati Better Business Bureau #
  *******
  
  
  Dear Ms. *****,
  
  Thank
  you for taking the time to reach out to Mercy Hospital Anderson 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.
  
  The result of the review was
  communicated to you. We hope that our resolution was helpful in addressing your
  concerns. If you have additional questions, please feel free to contact us at
  **************.
  Mercy Hospital Anderson 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,
  
  T***** C****
  Mercy Quality of Care Coordinator
  
  

• Initial Complaint

  Date:10/28/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I’m complaining regarding labor and delivery (L&D) charges of $7,225 for my wife’s inpatient (IP) stay at Mercy Hospital ******** from 9/26/2022-9/27/2022. My wife labored at home and delivered our baby at home due to a fast labor, but Mercy charged her for the full, standard L&D charge of $7,225, just as if she had labored and delivered at the hospital. The placenta was delivered there, but our son was born before we could get there. It’s very inappropriate to charge the full $7,225 of L&D charges, as if my wife had labored and delivered our son there, even though she labored/delivered at home. I think this is highly unethical, and Mercy has stubbornly held its position even after we brought the issue to their attention multiple times.
  
  L&D charges should’ve been reduced so the claim would reflect the services that Mercy provided. It is unjustifiable to charge a mom in this scenario at the same level of L&D charges applied to a mom who labored/delivered at the hospital. Mercy didn’t perform the services reflected by its full/standard L&D charge of $7,225, but they continue to demand payment for the full amount.
  
  Mercy has already received more than $9,900 for my wife’s routine 2-day IP stay (in addition to thousands more of payments for services for our baby). We paid $3,098.40 and insurance paid $6,876.61. Total charges were $12,166, but this was inflated by the $7,225 L&D charges. Now, they’re insisting on $1,416.39 of additional payments! This feels like an outrageous example of deceitful price gouging under which Mercy is seeking exorbitantly high payments for a short, routine IP stay. Mercy said it treats all moms the same (unjust) way in this scenario regarding L&D charges. Mercy should implement a fair policy that charges a reasonable amount of billed charges for moms in this situation that reflects that fewer services were provided.
  
  This dispute relates to guarantor # *********.

  Business Response

  Date: 01/08/2024

  Mercy Health Business Office
  
  11511 Reed Hartman Hwy
  
  Cincinnati, Oh 45241
  
  12/22/2023
  
  ***** *********
  
  *** ********* *****
  
  *********** ** *****
  
  BBB Reference Number: ********
  
  Dear ***** *********,
  
  Thank you for taking time to reach out to Mercy Health to explain your concerns. Your request to have the disputed charge reviewed on your bill has been completed. We regret any inconvenience you have experienced and appreciate your cooperation with our team. Our findings are listed below, if you have any concerns, please reach out to Customer Service.
  
  · The account was reviewed by the Revenue Integrity Department, and the charges are correct. The charge is applicable for the delivery of the placenta.
  
  · A one-time administrative adjustment has been applied for the balance of $1,416.39.
  
  We have included a breakdown of these charges as well as payments and adjustments.
  
  · Date Of Service: 9/26-9/28 2022
  
  · Account # ************
  
  · Total Charges: $12,166.00
  
  · Insurance paid: $6,876.61
  
  · Patient payments: $3,098.40
  
  · Prompt Pay Adjustment: $774.60
  
  · Administrative Adjustment: $1,416.39
  
  · Current balance: $0.00
  
  We hope that this response is helpful in addressing your concerns. 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.
  
  If you have any further questions regarding your balance, please contact Mercy Health Customer Service at ###-###-####. Thank you for giving us the opportunity to assist you.
  
  Sincerely,
  
  
  Valerie B****
  
  Mercy Quality of Care Coordinator

  
  

• Initial Complaint

  Date:01/04/2023

  Type:Billing Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January 2022 I had a CT Calcium Scan. When I called to make the appointment they said I could pay a Flat fee of $109 from the hospital since insurance usually doesn’t pay for it. They said it would be a flat fee and that I would NOT be getting an additional bill. I paid the flat fee but almost a year later I received a bill from ******** ********* Group. I DO NOT understand why I was getting a bill since I paid the flat fee and had this done in 2016 as well (doctors orders) and all I paid was the flat fee to Mercy for the CT Calcium Scan and never had to pay anything further. So I called registration at Mercy Anderson and spoke to Anna at ###-###-####. I actually called numerous time with no help. They said they weren't sure why I got a bill. I asked for a supervisor to call and no one every called me back per my request multiple times.

  Business Response

  Date: 01/18/2023

  Mercy Health Business office
  4605 Duke Drive                                                  
  Mason, Ohio 45040
  
  
  01/18/2023
  
  
  ****** ** *****
  **** ********** **.
  *********** **** *****
  
  
  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 **** for date of service 01/25/22.
  Your
  account with Mercy Anderson shows a zero balance for your hospital-related
  services.  ******** ********* billed you
  separately for the services they provided, please contact them at ###-###-####.
  
  We hope
  that this response is helpful in addressing your concerns. Mercy Anderson 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 Answer

  Date: 01/18/2023

  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 hospital did not answer my complaint and regarding my complaint below. The hospital said I would pay a flat fee of the entire CT Calcium Scan.  They did not disclose an additional bill that I would be getting from ******** ********* Group. No one has been helpful and everyone I spoke with did not understand why I am getting an additional charge. Also I had the same Scan in  2016 as well (doctors orders) and all I paid was the flat fee to Mercy for the CT Calcium Scan and never had to pay anything further and never had an additional bill for radiology. 

  explain On January 2022 I had a CT Calcium Scan. When I called to make the appointment they said I could pay a Flat fee of $109 from the hospital since insurance usually doesn’t pay for it. They said it would be a flat fee and that I would NOT be getting an additional bill. I paid the flat fee but almost a year later I received a bill from ******** ********* Group. I DO NOT understand why I was getting a bill since I paid the flat fee and had this done in 2016 as well (doctors orders) and all I paid was the flat fee to Mercy for the CT Calcium Scan and never had to pay anything further. So I called registration at Mercy Anderson and spoke to Anna at ###-###-####. I actually called numerous time with no help. They said they weren't sure why I got a bill. I asked for a supervisor to call and no one every called me back per my request multiple times.
  
  
  Regards,
  
  
  
  ****** *****
  
  

  Business Response

  Date: 02/03/2023

  Mercy Health Business office
  4605 Duke Drive                                                  
  Mason, Ohio 45040
  
  
  02/2/2023
  
  
  ****** ** *****
  **** ********** ***
  *********** **** *****
  
  
  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 an additional review per your request of your account ending in ****,
  for date of service 01/25/22. Our patient access department explained that flat
  fees are for patients that are self-pay only.
  
  Your
  account with Mercy Anderson shows a zero balance for your hospital-related
  services.  ******** ********* billed you
  separately for the services they provided, please contact them at ###-###-####.
  
  We hope
  that this response is helpful in addressing your concerns. Mercy Anderson 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 Answer

  Date: 02/03/2023

  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.

   

  Please have Brittany C**** Follow back up with me.  You provided the same response twice.
  
  
  Regards,
  
  
  
  ****** *****