Business Profile

Hospital

Providence Health & Services

Headquarters

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Complaints

This profile includes complaints for Providence Health & Services's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

91 total complaints in the last 3 years.
24 complaints closed in the last 12 months.

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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:11/07/2023
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 had completed a sleep study at Providence Mount Carmel during November 2022. I accidentally gave the hospital the incorrect insurance information for the services rendered and was notified of a bill for a large sum of money during late summer. They wanted the bill paid immediately and if it wasn't paid, then it was going to be sent to collections. I immediately called billing to resolve the issue and gave them additional insurance information. At this point, it wasn't clear what I was being billed for, but hoped it would resolve with additional insurance information. I was told they were going to work on it and would be notified if there are remaining incurred charges to be paid. I received a collection notice today without explanation of charges and what the insurance company covered. I had expected to receive a final bill from Providence, breaking down payments with remaining balance. I paid the debt today and have no clue as to what I paid for exactly so that my credit record isn't negatively impacted. I called their billing department and spoke to a customer representative about this and she couldn't answer all my questions and kept deferring me to speak to the collection agency. I asked to speak to her supervisor and was put on hold for ****************************************************************************************************************************** not both insurance companies were billed properly. I want to know if I overpaid. Their billing process is entirely murky without transparency.
Business Response
Date: 11/22/2023
Dear Sirs,

Thank you for this communication. We have left two voicemail messages for our patient, Unfortunately, we have not been able to connect with them yet.
We have taken these actions to date to resolve this concern. The collection agency has been contacted and we have returned the patient's account to us. In addition, the payment made by our patient to the collection agency has been requested to be refunded back to our patient. Our patient's account has been updated with new insurance information and a new claim to insurance filed.
We invite our patient to contact our Representative at the phone number left in the voicemails if they would like additional information on this account.
We apologize for any inconvenience to our patient in their resolution of this concern.
Please let me know if you need anything else.
Sincerely
*********************
Customer Experience Manager
********************************************* and ********************
Initial Complaint
Date:11/01/2023
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.
March 5th, 2021 I was sent by my PROVIDENCE doctor for a lab within the same building through PROVIDENCE. Every lab, xray before and after this visit has ALWAYS been with an in network doctor. They did not indicate that this was an out of network doctor and if you ask, they don't know the answer at the front desk in labs. I disputed this with Providence around the time I received that bill. We are nearing 3 years and I just received in the mail a letter saying that I still have this outstanding balance, so when I call, they have no record of dispute letter, but they already sent it to collections. 1. I disputed this and no response from them. I thought they wrote it off. 2. The time inbetween that bill and today, indicates that it was being held up, so now I'm in collections.This is an OREGON law that they cannot send you to an out of network doctor without letting you know this. I would have NEVER gone to that appointment had I known. I am concerned with their lack of accountability and the time involved from how old this is and I am now just hearing about this. Letter was dated 10-21-23, received a couple days ago and the collection agency said they just received it 10/31/24. Providences business practices is very shady and someone is not doing their job. I am not paying this bill and want this adjusted. There has been far too many issue with Providence. BTW - They almost killed my Dad in ICU, but the nurse just got her hand slapped.
Business Response
Date: 11/08/2023
Dear Sirs,
Thank you for this communication. A Providence Health and Services Representative spoke with our patient today, 11/8/2023. During the call, we let our patient know that the denial was caused by a coding issue. As a resolution we have; corrected the coding and resubmitted the claim to our patient's insurance for payment.
The account has been recalled from the agency.
Our patient will receive a corrected statement once insurance re-processes the claim.
We apologize to our patient for any inconvenience in their resolution of this matter.
Please let me know if you need anything else.
Sincerely,
*********************
Customer Experience Manager
********************************************* and ********************
Initial Complaint
Date:10/05/2023
Type:Service or Repair 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.
Referred to this office on 20 July 23. I made numerous calls for updates and was told my records haven't been reviewed yet. I called referral section at this office and was told that there have been no updates today 5 Oct 23. I was transferred to scheduling department and have been on hold 15 minutes after being told that I was next in line.This is TOTALLY not a way to operate a business!!!!
Business Response
Date: 10/11/2023
Dear Sirs,

Thank you for this notification. Clinic Staff has followed up and they were able to get the completed labs from the provider. An outreach call was made to our patient and appointment scheduled for later this week.
We apologize to our patient for any inconvenience in their resolution of this concern.
Please let me know if you need anything else.

Sincerely,

*********************
Customer Experience manager
********************************************* and ********************
Customer Answer
Date: 10/11/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me as long that it applies to other patients also.

Sincerely,

Robert Kiepprien
Initial Complaint
Date:10/05/2023
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.
This business has been charging me periodically every three months in the amount of 50 dollars when they have provided no services. I suspect that they are charging me fraudulently without billing my insurance. I cannot dispute the transaction according to my bank and I cannot get ahold of them whatsoever. I have read reviews online and they have done this to MULTIPLE people. Phone goes straight to voicemail. Please help
Business Response
Date: 10/10/2023
Dear Sirs,

Thank you for this notification. We contacted our patient to let them know that the business noted in the complaint is not affiliated with Providence Health and Services. Our patient acknowledged this and will be re-reporting to the BBB under the correct business entity ******* **** and Healing".
We thank our patient for taking time to let us know and wish them success in their resolution of this concern.
Please let us know if you need anything else.

Sincerely,
*********************
Customer Experience Manager
********************************************* and ********************.
Initial Complaint
Date:09/29/2023
Type:Customer Service 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 admitted to the emergency room on May 7. They wanted to do a CT scan and my hearing aids were asked to be removed. After the test, my hearing aids were reinserted because of my lack of hearing. I was then admitted to the hospital and transferred to the Telemetry/Sersis floor for further observation. When transferred to this unit my right hearing aid was lost and notified the nurse. She check various places and it was not found. A family member also checked with lost and found several days later and they had no record of finding it. Since then we have contacted the hospital administration numerous times and were finally able to reach them and were told that they were not responsible and would not honor the claim. In summary, the hearings aids were in when in the emergency room and the right one was lost in the transfer to the unit and the hospital is responsible. I contacted the hospital numerous times, and they said they would get back to me. Then finally they said they were not responsible.
Customer Answer
Date: 09/29/2023
I want to be reimbursed $300 that I paid for the replacement hearing aid.
Business Response
Date: 10/04/2023
Dear Sirs,
We asked the Providence Mission Hospital Risk Mangement team to review this patient concern. The Risk Managment team relayed to us that a thorough search, at the time of service, was made for the reported missing hearing aid, however it could not be located. According to the Conditions of Admission that the patient signed; Personal Valuables: It is understood and agreed that the hospital maintains a safe to protect the patients personal property, money,and valuables. The hospital shall not be liable for any loss or damage to the patients personal property, money, and valuables unless those items have been deposited within the hospital safe. The maximum total (combing all items/cash placed in safe) monetary liability assumed by the Medical Center for items and cash placed in ********* not exceed $500. Unfortunately, the hospital was not able to confirm the patient had 2 hearing aids during their hospital stay based on documentation. Since the items were not placed within the safe, the hospital is not responsible for the lost hearing aid. This information was communicated to our patient.

Please let me know if you need anything else.
Sincerely
*********************
Customer Experience Manager
********************************************* and ********************

Customer Answer
Date: 10/05/2023
I was not asked to put anything in a safe but was specifically asked if I needed the hearing aids. I stated that I needed them to hear the nurses and doctors in order to understand what they were saying. I was asked to take them out prior to the ** Scan and then to put them back in when I got back to the room in the emergency section. The hearing aid was lost in moving from the bed in the emergency room to the ****** to transport to the telemetry room and then into the bed in the telemetry room. After getting to the room in the telemetry section I told them that the hearing aid was missing and after searching all of the bedding, they said they did not find it. I know the hearing aids were in prior to the transfer because my family members who were there watched me put them in.
Initial Complaint
Date:09/29/2023
Type:Customer Service 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.
The services rendered at Mission Hospital were irresponsible and unnecessary for the symptoms I had. I would like the charge for the ** exam removed.This is the course of action that was taken:-EKG-Chest X-ray-blood drawn-Started me on one bag of IV fluid a few hours after I was there. One hour after the first bag was gone they realized they were supposed to administer two bags so they started another bag.-after about five hours I was taken back to see the ********* is where the issues really began.-Dr. said they would do three things: find out what is going on, make me feel better and get me back home. The only thing that was done was getting me back home.-Nothing abnormal showed up on the chest x-ray or the **** But Dr. still ordered a ** scan for my chest. Why? No chest pain, no trouble breathing. This is irresponsible and shows lack of attention to the patient needs.-My IV stopped working and it subsequently took eight tries between four nurses to get another line started. -They took more blood and urine and said they would send it out for a culture to see if that showed anything. Those results never showed up but I was still charged for the tests.I paid $350 co-pay at the ** and am now staring at a bill for $2,474.Couple days later I saw my PCP. I told her about the ordeal. One of the first things she does during the exam is check my ears, something that the ** doc didnt even do. She noticed the ear looked full and my sinuses were sensitive. She determined I probably had a sinus infection that turned into a bacterial infection. I was prescribed antibiotics and started feeling better that week.
Customer Answer
Date: 10/02/2023
Because the hospital did not respond to my email communication.
Business Response
Date: 10/04/2023
Dear Sirs,
We have forward this patient concern to the Providence Mission Hospital ****************** Team. They will send this concern through their billing dispute process and will mail a letter to our patient with the results of our patient's billing dispute.
Please let me know if you need anything else.
Sincerely,
*********************
Customer Experience Manager
********************************************* and ********************
Initial Complaint
Date:09/28/2023
Type:Service or Repair 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.
I was seeing two Doctors at Providence before Covid. ***** happened and I wasnt able to use my Referrals they gave me to see a specialist. Now Im trying to see a Doctor again to get new Referrals and a Red flag from over 10 years ago is popping up and I cant set an appointment. That issue was Resolved about 6 years ago obviously since they have Records of me seeing two Doctors! But since someone at PROVIDENCE DIDNT DO THEIR JOB CORRECTLY AND UPDATE THE RECORDS CORRECTLY I CANT SET AN APPOINTMENT AT PROVIDENCE OR SWEDISH NOW!!!! So the past two weeks I keep calling to set an appointment and they keep lying to me that someone will call me to fix this issue!!! Who is this so called mysterious Someone since NO ONE HAS CALLED ME BACK? Which means PROVIDENCE is lying to patients and to me!!! That Mysterious Someone needs to pick up a phone call me and fix their Records and set me an Appointment ASAP to see a Doctor!!!
Business Response
Date: 10/03/2023
Dear Sirs,

Thank you for this notification. A Providence Health and Services representative has been in contact with our patient and is working with them to resolve their concern. Our patient has direct contact information if they should have any questions pending the scheduling of a requested appointment.
We apologize to our patient for any inconvenience in their resolution of this matter.
Please let me know if you need anything else.
Sincerely,
*********************
Customer Experience Manager
********************************************* and ********************.

Customer Answer
Date: 10/03/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***************************
Initial Complaint
Date:09/26/2023
Type:Sales and Advertising 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.
On 2/21/2023 I had my son. He subsequently had several doctors appointments post discharge starting the 24th,25th, and 27th of February. Then he had appointments on March 4th, 7th, 13th, and then on April 11 and the 21st. Not one time was I give the option to pay his copay at the time of visit. So lo and behold when I received a bill for almost 300$ for just copays alone. I was a little frustrated. Im a single parent on maternity leave and am solely responsible for my hospital stay and doctors appointments for my child and my self. So I started making monthly payments. The date would vary and so would the amount. Occasionally I would make more than one payment monthly to try and get the balance down. I did not set up an official payment plan because the last time I had done that it took over ************************************************************************************************************************* a bind again. Days that I made payments this year alone to providence were 2/6/23- 23.06$, 3/7/23-401.00$, 4/17/23- *******, 4/27/23-50$,5/18/23-60.00$, 6/24-80.00$, 7/10/23-60$, 7/17/23-30$, 7/19/23- 119$, 8/4/23-60$, 9/1/23-60$, and 9/25/23-30$. When I got home on 9/26/23 I found out my remaining balance had been sent to collections even though I had been paying religiously every month.
Business Response
Date: 09/27/2023
Dear Sirs,

Thank you for this communication. A Providence Health and Services representative spoke with the account guarantor earlier today (9/27/2023). We have let the patient know that we have returned the accounts in question from the agency, as discussed during the call, and our representative is setting up a monthly payment plan for the accounts.
In addition, we are mailing to the guarantor a Providence Health and Services financial assistance questionnaire to be completed and returned.
Please let me know if you need anything else.

Sincerely,

*********************
Customer Experience Manager
********************************************* and ********************
Customer Answer
Date: 10/02/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*************************
Initial Complaint
Date:09/01/2023
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.
On labor day i had an inhalation hazard at work. Went to the *** Of the 5 or so people to ask me what happened, and tell them if it gets worse. One allegedly was a ******* emergency physician. 6months after the event, they bill be for 1200$. At most, even if one of their staff was there, a 30second convo about a work event. At 1200$. Besides the initial hospital nurse checking my vitals, no one else even touched me.Ive made roughly 15calls, with voicemails to their website number, a hospital contact number, and the number the debt collector provided. With no answer or reply. Over 3 months.Now debt a debt collector has my info, and wants money. This is for sure a scam company, swindling money via ER chasing. To charge 1200$ for asking someone what happened to them at work is ridiculous. And infuriating.
Business Response
Date: 08/31/2023
I am happy to help this patient. I will need some clarification please.
Location of treatment?
The patient refers to "*******" Emergency doctor. We are located in ****** **. Please clarify.
I look forward to your reply.
Thank you.
***************************, CEO
Emergency Physicians of Northwest ****.
Customer Answer
Date: 08/31/2023

Complaint: 20547556

************, ******* **. 9-6-22. Ammt due, 1126.00.

***********************
Business Response
Date: 09/06/2023
Dear Sirs,

Thank you for this notification. This concern is related to the services and billing provided by the ******* **************************** A Providence Health and Services representative reached out to the **************** and a representative from there will contact our patient to review and resolve their concern. We have contacted our patient to notify them of these steps.
We apologize for any inconvenience to our patient in their resolution of this concern.
Please let me know if you need anything else.

Sincerely
*********************
Customer Experience Manager
********************************************* and ********************.
Initial Complaint
Date:08/29/2023
Type:Service or Repair 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.
Refusal to reimburse me after their representative told me otherwise.
Business Response
Date: 09/11/2023
Dear Sirs,
We escalated this concern to representatives at The Providence Health Plan. They have indicated that their member's refund check had been placed in the mail as of September 8, 2023.
We apologize to our Health Plan member for any inconvenience on their resolution of this matter.
Please let me know if you need anything else.

Sincerely,

*********************
Providence Health and Services

Customer Answer
Date: 09/19/2023
Unfortunately, Providence sent me a check for only 30% of the initial amount refusing to pay the entire amount. I am fortunate that it is a small amount. I cannot imagine how we will be able to live if we were waiting for a reimbursement of a much larger amount. It took over five months and numerous messages. We will surely reevaluate which insurance company we will use next year.
Sincerely,
Pascal

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Providence Health & Services is NOT a BBB Accredited Business.