Complaints

This profile includes complaints for MedStar Washington Hospital Center's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  MedStar Washington Hospital Center

  110 Irving St NW Washington, DC 20010-3017

• 

  MedStar Washington Hospital Center

  PO Box 90732 Washington, DC 20090-0732

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:04/07/2025

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  This year I received a cancer diagnosis for an aggressive and rare type of cancer. As such, I have had dozens of appointments for tests and consultations across five different hospital systems. As far as I can tell, four of the hospital systems have no problems billing my insurance correctly for the visits. However, for four visits I had with specialists in the MedStar hospital system, I am being billed twice for each visit and my insurance is processing the bills as separate Office Visits and charging me my copays twice. I tried calling MedStar on 4/7/2025 and spoke to ***** in the billing department who assured me that MedStar always bills twice, once for the provider and a facility fee for the hospital. I called my insurance Premera who informed me that to them, it appears that I had two separate appointments so I am responsible for two separate copays. My insurance insists that they cannot speak to the hospital, and the hospital insists that they cannot communicate with my insurance to settle the discrepancy. I don't feel like I should have to pay twice for each Office Visit with a doctor just because MedStar has a "unique" billing system. I don't have this problem with any of the other hospital systems, **********************, *****, ************************. MedStar must be billing something wrong, but calling them about it to discuss did not prove fruitful. I uploaded the copies of my explanation of benefits for one of the dates in question, but there are three other Office Visits where the same problem is happening.

  Business Response

  Date: 04/15/2025

  A formal response letter has been attached to this case.

   

  Per the review of our billing team, Mr. ***** was seen at an MWHC hospital-based facility outpatient clinic.  The billing was submitted correctly by ****. For these services, the patient receives a facility (hospital)bill as well as a professional (physician) bill.  Mr. ***** signed a consent form at the time of check-in to attest to his understanding of our billing process.  A ************* Team Lead conducted a three-way call with Mr. ***** and his health insurance company.  The insurance company has agreed to review the facility bill and take the necessary steps for a resolution. All further actions with this case are the responsibility of the patients insurance provider.

  Customer Answer

  Date: 04/16/2025

  A representative from Medstar called me on 4/14 after I submitted this complaint and agreed to stay on the phone with me while I called my insurance company to speak to them directly. They were able to confirm that the billing discrepancy is caused by an incompatibility between the Medstar billing process and my insurance's processing system. I would not have been able to resolve this without them speaking directly. I do appreciate that the Medstar billing representative spent about an hour on the phone with myself and the insurance representative. I wish that they could have resolved the issue without the need for me to escalate to a BBB complaint. I am still waiting for my insurance to reprocess the claims, but I believe that Medstar has worked with me in good faith, after they were notified by BBB.

• Initial Complaint

  Date:03/19/2025

  Type:Service or Repair 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 was issued a referral by ***** *******, MD with Marys Center Ontario for an appointment with the ************************* of Medstar Washington Hospital Center ENT. When I contacted the intake person ******* on 3/19/25 at the ******************************************* 2700, he was exceedingly rude. He talked too fast in explaining options or required info from me, and was patronizing when I asked him to slow down, even reiterating the "year" of my appointment. I am *********************************************************************************************** prospective patients. the initial referral process went fine, only to be later undermined by the lack of people skills of this employee!!...

  Business Response

  Date: 04/04/2025

  I have attached our response to your client ******* ******* feedback.

  
  

• Initial Complaint

  Date:06/24/2024

  Type:Service or Repair 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 had an appointment at the H3339**39313132383232H RADIOLOGY **** on June 20 2024 at 1800 for a ** SCAN. I arrived at 1745. I alerted the windows personnel who instructed me to get a ticket. I obtained a ticket #** and went to window 5. The clerk at window 5 informed me that she did not intake ** SCANS and motioned me to have seat on the far right of the room by door 8. I sat there as other people came in and were taken care of at window 5. After 20 mins I asked a person walking by about the situation. She said she'd help me and went in office. I was then called back to the very same window 5. The clerk asked 4 my insurance card. I stated that I had a referral from ********** H33****34313830353531H and I was a Veteran. She couldnt help me and asked 4 additional help. This clerk then pulled out alcohol wipes to wipe down my ID card and a NEW pen that she handed me. After filling out forms I was told to reseat. At about 1900 I noticed everybody had gone home and I was still waiting. The woman who helped me earlier was leaving for the day. I asked her what time do they close. She went back in the office and spoke to somebody. It was 7pm when the Radiology tech called me. He said no one informed him that I was there and he just found out. I was basically treated disrespectfully and I felt like it had been deliberate. I was there as a cancer survivor getting a ** SCAN and was treated horribly. The Radiology technician was not able to complete the ** SCAN because there was not an IV nurse available. He stated that it would take some time so I opted to leave. I had to exit by the side door because the department had shut down. I made a complaint at the *********************** but after speaking to an assist manager I felt my issue was downplayed. I am asking that my PAYMENT FOR PARKING FOR MY APPOINTMENT be refunded because I was not seen as a PATIENT. I feel that my complaint was not taken seriously and I did not feel confident after speaking to the Asst. *******

  Business Response

  Date: 08/14/2024

  Hello Better Business Bureau,

  We apologized to the complainant for the miscommunication that resulted in her not completing her examination on the day of her visit.

  Our Parking leadership called her, and she accepted our offer of free parking for her next visit.

   

  Thanks,

   

  Office of Patient Relations

  Washington Hospital Center

• Initial Complaint

  Date:12/04/2023

  Type:Sales and Advertising 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.

  This date of service was provided on March 2023, I was greatly unsatisfied with the service and believed the billing amount was unreasonable. As a result, I went through a third party provider to help me negotiate the bills. Upon their findings, it was seen that the billing amount had several accounts of errors and unfair calculations. You can find a copy of the negotiation letter attached to this document that was declined by the business: Washington Hospital Center (Hospital).

  Business Response

  Date: 01/04/2024

  The complaint submitted for ********************************* is currently under review.  Anticipate final resolution within 30 days of December 26, 2023.

  Business Response

  Date: 01/05/2024

  January 5, 2024
  
  Better Business Bureau
  
  RE: *********************************
  Complaint: ********
  
  To Whom It May Concern:
  
  Thank you for contacting MedStar Washington Hospital Center (MWHC) regarding *********************************'s billing concerns for the service date of March 12, 2023. Our goal at MedStar Washington Hospital Center (MWHC) is to provide our patients with the highest quality care and service.
  
  Our process for the resolution of patient concerns is thorough.  It includes carefully reviewing the information that patients and families provide and relevant information from our care team members, leadership, and quality and safety representatives.
  
  Our assessment concluded on January 5, 2024. Please find a summary of our review below:
  
  We understand that the complainant was unsatisfied with her service and believes that the charges received were unreasonable.  In response, she sought the assistance of a 3rd party to negotiate the bill, whose efforts were denied.  
  
  Healthcare costs are very high, and the healthcare industry continuously looks to find ways to provide the safest, highest-quality care at a lower price. 
  
  Per our review, an audit was conducted on the patient's account.  **. ********* was billed appropriately for the services rendered.  In response to the documentation received from Good Bill, a financial assistance application was provided by Patient Financial Services of MWHC.  
  
  To date, **. ********* is responsible for the current balance on her account.
  
  Recommendation
  
  Contact Patient Financial Services at ************ or [email protected] to discuss potential payment options.
  
  On behalf of our leadership team, thank you for allowing us to review these concerns. 
  
  Sincerely,
  
  The Office of Patient Relations
  
  MedStar Washington Hospital Center
  [email protected]

• Initial Complaint

  Date:03/25/2023

  Type:Service or Repair 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 am writing to you regarding the billing issues I have with the Date of Service of November 29, 2022. In June, my primary physician with Medstar didn’t recommend that I have a ******** screening conducted due to the accuracy of the test. However, since I am of the recommended age for the test, I decided to make an appointment with another Medstar doctor to get the test completed. Originally, I made an appointment with Dr. ******* at his Mitchellville, MD location for October 10, 2022 . On October 4, 2022 his office called to reschedule the appointment since he wasn’t available on that day. They mentioned that the only appointment that can be scheduled in lieu of the televisit, would be at Medstar Hospital Center. Therefore, an appointment was made for November 29, 2022. Prior to that appointment, I had multiple conversations with Dr. *******’s office in addition to the billing department in regard to what will be billed since I had so much trouble with Medstar billing. All I was told is that it would be an office visit, since I am a new patient. I was confused as to why that would be since everyone is a new patient at some point. Making matters worse I was later billed for a hospital visit for the November 29, 2022 date of service. What I am complaining about is that at no time during the month of conversations with the office before the appointment or during was I informed of the hospital visit charge. I even asked the nurse practitioner who came in the exam room that day what I would be charged. Her only response was “******** Screening”. Further, the financial paperwork signed doesn’t make any mention of a hospital visit charge. I have seen several doctors at Medstar hospitals and this is the 1st time I have charged a hospital fee for a regular visit. Any that I have received such a charge would be pertaining to a procedure such as with the radiology department on December 2, 2022, which is understandable. But everyone swears I did sign the proper paperwork and was informed after several conversations with Medstar representatives. A representative of Medstar’s billing office even had the audacity to tell me I should have asked. On the evening of February 13, 2023, after a conversation with one of Medstar’s billing representatives, was the 1st instance in which I felt like I was being heard. There a Medstar billing representative mentioned that she didn’t see any signed paperwork in relation to a hospital visit. To be honest with you, if I had known all of this was going to happen I would have made an appointment with another provider or better with a doctor outside of Medstar. I didn’t get a chance to decline the appointment once I was there since I was unaware. Because if so, I most certainly would have walked out of the office. It is almost like being at a restaurant and finding out about a charge on the bill which I have heard so much about on the news.

  Business Response

  Date: 04/10/2023

  Good afternoon,

  Patient Relations has received the complaint. It will now be reviewed and assigned to a Specialist for resolution. Please allow 15-30 business days for final resolution. 

  Thank you,

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

  Patient Experience Navigator

  Office of Patient Relations

  MedStar Washington Hospital Center

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

  Business Response

  Date: 04/19/2023

  This writer spoke with patient to discuss concerns. Patient confirmed concerns were addressed and resolved by the billing department. Patient's fees were waived. Therefore, this case is closed. 

  Thank you,

  Office of Patient Relations

  MedStar Washington Hospital Center