Ascension Health
Reviews and Complaints

I was hospitalized overnight on October 7-8, 2021. My insurance was billed and paid their portion on 10/22 in the amount of $3,473.36. My portion of this bill was $1,273.64 which I paid on 11/7. On 6/3/22, I suddenly get an email saying I have a balance due and the amount on the account is for $3,473.36. I can see that the billing department has made a mistake since they were already paid by insurance months prior so I send a request to fix my account through their online system. I get an email that they'll work on this and will fix this and they close my case. I check a week or so later and no change on the account, so I send a second request and the same thing happens. Soon a month has gone by and I start getting texts, emails and automated voicemails saying that my account has an overdue balance. So I call and talk to a live rep who sees what I'm saying and says they'll forward this to "the right department to fix it" and to give it 3-5 days to resolve. Nothing changes, account still shows the same balance due. I call again after about 2 months of this and talk with someone who says that "no one who you talked to before did anything to actually fix this, but I will" and says he'll call me back when it's fixed. Never get called back, but still getting notices. It's now been almost 3 months and I talked to a supervisor who says they'll "escalate" this issue to fix it. I can't believe how incompetent everyone in this billing department is that they can't fix this issue in 3 months time. And I'm getting harassed by their notices the entire time.

I visited Ascension Medical off of New Salem Highway in Murfreesboro TN on 01/18. The purposes of my visit was for an annual physical which is fully covered by in insurance as long as the claims are submitted properly. I was not informed until the time of my visit that my doctor was no longer staying with the practice. As part of my visit I was required to have blood drawn - standard practice for an annual physical. Following the annual physical I received messages about a bill from ***. Both my insurance company and the lab said that the claim submitted was for blood work for a health issue (not an annual physical) as a result I was billed for the blood work. The blood work was done in Ascension Medical facilities and sent by a nurse at Ascension. I have called more than 20 times and no one answers my call, I have left multiple messages to be called back, and I have sent messages through the online portal and every attempt has resulted in NO action by Ascension medical to correct their mistake. Everyone has told me Ascension Medical must correct the claim for the lab work as part of an annual phyiscal and NOT for a health issue (which it was not). I have a close contact who visited that same day for the same purpose and the exact same issue happened. Clearly your lab does not know how to properly submit lab work. This needs correct and it is very clear that no one at the offices on *** has any intention of making any correction so I am seeking escalation with someone who can actually fix this issue that has dragged out for far too long.

On or about Thursday, March 31, 2022, I met with Dr. ***, my primary care provider, who practices under an Ascension Medical Group facility in Georgetown, Texas, in order to obtain a referral for an MMPI evaluation. The psychiatric referral had been requested of me by my therapist. The appointment went well, and ended with Dr. *** assuring me that his office staff would subsequently provide me the requested referral. About a week later, I contacted the office and was informed that the referral specialist was out of town and would provide the referral within two or three days. In the intervening weeks I left two voice mails with the referral specialist. No response. On or about Monday, April 25, 2022, I left a voice mail with the Office Manager, describing the failure to provide the promised service, and once again requesting the completion of my requested referral. Once again, no response. On or about Wednesday, April 27, 2022, I received an email from my therapist informing me that she would suspend future services until I could confirm an MMPI appointment. Please note that I have no complaints regarding the quality of medical care that I have received from Dr. ***, but his office staff's failure to provide ancillary (but critical) services is unprofessional and deserves public complaint. I have pursued every normal customer recourse yet still have not received my promised (and purchased) service a near month after the initial appointment. Please see the attached HPPA Release and Suspension Letter in support. With the hope that I will yet receive the promised referral, I remain, respectfully yours, ~

I applied for financial assistance with Ascension and was granted 100% assistance. However, my *** does not reflect the financial assistance and I have contacted Ascension several times and all they say is they can't find the assistance information and they close out the customer service request. I have provided *** customer service with a copy of the financial assistance approval letter several times and they say they can't find it. I am at my wits end and I understand that I am not the first woman to ever have breast cancer but one would think that someone at Ascension could actually do their job and try to help me out. This isn't the first time that I have had this very same issue with Ascension as they did this exact same thing a couple of years ago. I don't understand why they just close out the customer service request without any help/resolution. I have even requested three times for an actual United States Postal address so I can physically mail them a copy of the letter since no one at Ascension can retrieve any of the *** copies I have sent them through the Ascension Patient Portal/*** Pay. Even that request has been closed without providing an address. Ascension is a big conglomerate with several locations in several states and since they can't actually retrieve the information from their own website/Portal I am sure that they will not be able to match my letter sent to some random address with my ***! Believe me if there was any other option in my area I would avoid Ascension all together but unfortunately that is not the case in Northeast ***! I have attached the letter along with the customer service request that show there is an attachment.

On 01/25/2022, I had an ultrasound and was responsible for $279.48, a cost I knew about thanks to my insurance. I expected a bill that never arrived. In mid-April, I got calls from R1CM, an automated service, asking me to call back. I tried calling the provided number many times, only reaching an automated system with no option to talk to a person or resolve the missing bill issue. Eventually, my husband discovered that if we waited on the line, it would transfer to a representative. I called on multiple dates, recorded each time, stating I hadn't received a bill for the 01/25/22 service and asked for a mailed bill. They promised to send one, but I only got an itemized statement, not a bill with payment details. I reached out to the provider on 06/13/22, who gave me their billing number. I called them on several dates, once asking for a supervisor who assured me I'd get a mailed bill within a certain number of days. Still, I received nothing. I called again on 07/08/22, but no one explained the refusal to send a bill. As six months since the service nears, I worry the unpaid charge will go to collections, impacting my credit. I'm ready to pay, not chase down bills.

Pt *** DOB 8/1 DOS 2/23/2022 Billed $371 came in for an annual visit a & *** charged for an office visit *** $120 in addition to physical office visit *** & exam Dr notated that he discussed ADHD Meds referred us to a psychologist & discussed allergies saying for us to do steam *** sprays None of that happened! I had to make Dr aware that my 5 year old son was diagnosed w/ ADHD Sept 2021 while we were in *** was my sons original Dr before leaving for *** 11. During that appt he attempted to try & discuss ADHD meds however I refused to have that conversation or even have an ADHD consultation bc we already had a consults in Sept 2021 w/ the *** Dr *** never mentioned or referred us to a psychologist during that visit Like he had notated in his *** asked Dr to rewrite my sons prescriptions in his name to CVS to avoid confusion when refilling script & let Dr know that Dr was the original subscriber of these RX however while we were gone sons Dr in *** redid the script in her name so I need Dr to get that corrected Dr *** didnt discuss with us about his allergies *** didnt even ask how our sons allergies were *** didnt not suggest for us to do steamy showers or nasal spray at all When asked to redo the script in his name he nodded his head & did it nothing was said at all Dr refuses to update his notes to what actually did happen in the office visit to get this claim corrected I have been fighting this since March Ascensions *** the Director of *** is unable to help me due to Dr's *** in fixing his notes *** states his notes are correct & is unwilling to fix them With his unwillingness to fix his notes this is fraud If he would fix the notes to what actually happened then it would not justify an office visit of *** & the billing *** would have to correct the *** health insurance money & write off the $30 copay & charge *** didnt do what he documented