ComplaintsforMercyOne Des Moines Physician Billing Office
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Complaint Details
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Initial Complaint
09/26/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
In July I received a bill for a service I didnt have provided during an office visit in June, which was lab work. I contacted the billing office and was told it would be removed. Received another bill in August and it wasnt removed. I called the office in ******, **** where I was seen and left a message for the ******** nurse that this needed taken off my account since we didnt do that service. A few days later the office manager ***** called & told me she had the charge removed after verifying the service was never performed. On Sept 25 I received another **** ***** indicating a balance due of $54.55. I refuse to pay for lab work that was never performed. This needs taken off my account. The local ********************** where I was seen has a direct phone number of ************, ***** the office manager can be reached at this number, if needed.Business response
09/26/2024
This has been reviewed and determined that all charges being billed are appropriate for services provided that day and charges for lab work have been removed.Customer response
09/26/2024
Complaint: 22343106
I am rejecting this response because:My balance due on July statement was $54.55. Upon calling billing I was told this fee was for the lab work. I did not have lab work performed and Dr Reid and clinic manager Megan verified I should not have a balance due. My billing statement in August & September are still reflecting $54.55 due therefore the fees for services not performed have not been removed as Megan advised they would be.
Sincerely,
Sarah NielsenBusiness response
10/03/2024
This has been reviewed. Account has been corrected and has a zero-balance due. 2 attempts were made today to contact Sarah and voicemails were left.Business response
10/16/2024
The patient has been contacted and informed that the charges for x-ray and labs have been removed from date of service and there is a zero balance. An itemized statement has will be mailed which shows a zero balance to the address provided by the patient.
Initial Complaint
07/30/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I took my child into the pediatricians office for her well child check, which my insurance covers at 100%. Mercy billed improper billing codes therefore it went to my out of network deductible. They admit that this was their problem but there was nothing they can do on their end because they cannot redo the bill as it would be considered double billing as I was working through it with my insurance company mercy sent the 700 bill, which should have been 0, to collections. Now Im dealing with this and they are not willing to help. We have to get the money somehow its been a nightmareBusiness response
07/30/2024
We have reviewed the patient's account and have processed a refund to the patient. The refund check will be mailed on 8/2/2024Business response
08/12/2024
Updated response - This date of service has been reviewed and is being billed appropriately. We have been informed multiple times that that her insurance was going to reprocess the claim. We called and spoke with the insurance company on 7/30/24 and were informed that the claim is pending review, and they had not reprocessed at that time. There is nothing further we can do until the insurance reprocesses the claim.
Initial Complaint
07/23/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I got a bill on Feb 26th of this year and set up a payment plan. I refinanced my mortgage and I still kept my payment plan but when they got my payment from my refi it over paid them. They have owed me $144 for the past 3 weeks. When I talked to them last week they said i was not getting a refund as I had prior bills but that was included with my bankruptcy. I emailed them the paper twice and they said they finally got it this morning and it was being "reviewed" for my refund and could take up to 30 days to get it. It was not acceptable for them to wait 30 days when I owed them money. I set up a plan and every time I paid it as promised they still called me to harass me for money. All I want is my refund. And they should reimburse me for all my time I have spent on the phone with them as well.Business response
07/30/2024
We have processed a refund for the patient. The refund will be mailed on 8/2/2024.Initial Complaint
05/20/2024
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
2 weeks ago I called mercy billing and asked why I have never received a bill in the mail. the girl told me that all claims have been paid. i knew this was in**rrect as ***** clinic never took my ** pay. Yesterday I receive a bill from a **llection agency for ******. I would have paid mercy if they would have sent a statement. they never did ( this is not my first time this happened) I now want mercy to take back that **llection or pay it themselves. they need to do better. I even called the billing office.Initial Complaint
08/15/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
July 1, 2022 I had my routine check in at MercyOne *************************** **** ******************* Des Moines **** phone ************ and used my debit card to pay the charge of $35.00 that day at the clinic. This is the second time this has happened even though I pay the fee of $35.00 that day I am being double billed with indicated by the two different attachment one from MercyOne requesting another $35.00 payment which is a double bill. My bank account attachment shows that $35.00 was deducted on the fifth of that month and payment was done. Why am I receiving another billing from MercyOne? This also happened the time before I complained to Mercy one sent them a letter about the same problem. I want MercyOne to quit double billing me for something that has already been paid and have the receipts to prove this. ********************* ******** **** can verify this if you need any documentation further. When I complained and sent the letter the time before with documentation I did not receive any feedback if my $35.00 was going to be refund for that time. This almost seems illegal to me.Desired Settlement:Billing adjustmentBusiness response
08/15/2022
I am able to see that the patient paid the $35 to the clinic however, the insurance company left the $35 co-pay on the hospital portion. I have requested the payment be transferred from the clinics to the hospital to resolve this balance.Initial Complaint
07/20/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
When I see healthcare provider from Mercy one endocrinology and diabetes clinic and pay my co-payment I still receive bills and I respond to them. Send proof of payment by receipts and bank information. 6 weeks later I am getting another **** and this has been going on with this clinic for over 9 months and with Iowa heart since March of this year. They have reported me 2 times to a collection agency 2 times for bills ***** were paid. During my last call with them the agent handling my phone call even gave me a confirmation number that it was paid and that was July 13, 2022 and today July 19, 2022 the sent a statement wanting proof it was paid. This is the 4 th time sinceMarch 25, ****. I am in the process of switching physicians because I cannot tolerate this anymore. I am 71 with some health issues and just doesnt need this stress for something that has been paid. I sure hope. You can help with this issue! Thank you so much! *************************Business response
07/25/2022
Thank you for bringing this issue to our attention. We have researched the issue and found that the patient did pay Mercy Clinics. The balances outstanding are from MercyOne Des Moines hospital. We have worked with Mercy clinics and they are transferring the overpayment to hospital.
We are removing 2 accounts from collections and have placed the 3rd account on hold, pending payment transfer from MercyOne Clinics.This patient does have one account outstanding that will not be resolved with payment transfers from MercyOne clinics. Outpatient visit from March 2022. She may contact me directly at ************ if there are questions related to this.
Initial Complaint
07/15/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I had surgery at Mercy one on March 31. They asked me to pay $2100 upfront which I did. After my claim was settled by my insurance company in mid April, the hospital received $1200and hospital said I had a refund of approximately $840 due to me, which I have yet to see. Ive called many times and get nothing but a run around from them. I had surgery again on May 6 and after the insurance settled on this one my share was approximately $600. They keep billing me but I refuse to pay them until I get my refund.Business response
07/28/2022
Refund has been located and is being sent FED EX overnight. Fed Ex Tracking Number: ************
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Customer Complaints Summary
7 total complaints in the last 3 years.
4 complaints closed in the last 12 months.