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:08/15/2023
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.
My dad has been a patient of Providence ************* Central Point for years. He has had multiple health concerns they have been treating him for over these years. 2 years ago he had to have heart surgery, CABG x4, has done ok since then, until just recently. Due to his Doctor leaving Providence, and left without care as no one helped get him into another Provider, he had to be seen at ************ who then sent him to the ** due to his heart again. After spending 2 days in the **, with multiple tests run, including a stress test which they couldn't preform due to not having the medication they claim they needed, he was discharged without any answers and no Provider to follow up with. He was told to call the Diagnostic Imaging department to get the stress test scheduled. He did that and they told him that they needed an order put in for it from his Provider (which he now doesn't have one). An FNP who worked with his Provider did end up finally putting in the order and we were able to get him scheduled. However he is still not doing good at all and we are basically watching him "suffer" at home without any care from Providence in the mean time. We were able to call the New patient call center to help him find a new Doctor but cannot get him seen until 01/29/2024. How can they just push off critical patients like this and get away with it. THIS IS V**Y POOR PATIENT CARE AND PEOPLE ARE DYING BECAUSE OF THIS.
Business Response
Date: 08/30/2023
Dear Sirs,

Thank you for this communication. A Providence Health and Services Customer Liaison has reached out to our patient's representative to review their concerns ************** at this clinic. Our Liaison did provide this feedback to our clinic Leadership. Our patient is scheduled for an appointment in January **************************** at one of our other Providence ************* Clinics.
In the interim, our patient has been seen by a Nurse Practitioner (**) at our Central Point clinic and all needs were addressed at that visit. Patient was offered to stay with the ** for his primary care and our patient was agreeable to this.
We apologize for any inconvenience to our patient.
Please let me know if you need anything else.
Sincerely,

*********************
Customer Experience Manager
********************************************* and ********************
Initial Complaint
Date:08/09/2023
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 am filing a complaint in regards to account ID ************, Guarantor ******** for ******************** rendered on 6/21/23. I received a two step vaccine covered by my former insurance, paid the co-pay when services were rendered, but have since been post-billed $308-- an extremely high price for the vaccine in addition to me not being liable for the cost with my insurance. Providence, despite my attempts to encourage them to work with the insurance company, refuses to contact the insurance and take responsibility for their own billing, which has placed be in the situation of being expected to organize a resolution between them and the insurance Company. This is not my responsibility to organize as they had my insurance information at the time services were rendered. They are responsible, not me, for collecting from my insurance. I am not liable for these charges based on the policy I had. In addition, Providence, a supposed non-profit Catholic healthcare provider, has been harassing me with constant mail and threats to refer my case to *****************************, a debt collector. I am currently receiving SNAP benefits and no longer have insurance, and I should not be required to pay for services for which my former insurance covered. This process of threating patients for receiving healthcare is immoral, and certainly not the behavior of a supposed religious non-profit. Providence needs to correct this issue promptly.
Business Response
Date: 08/15/2023
Dear Sirs,

Thank you for this communication. A representative from Providence Health and Services spoke to our patient by phone on 8/15/2023 to outline resolution steps for this concern.
We notified our patient that we have canceled and returned the account from **********, have escalated to our insurance follow up team to review, and placed the account in question on hold pending resolution of this matter.
Our patient was pleased to hear of these steps and our representative follow up with our patient once review has been completed.
We apologize for any inconvenience to our patient in their resolution of this concern.

Please let me know if you need anything else.

Sincerely,

*********************
Providence Health and Services
Initial Complaint
Date:08/02/2023
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 went in for medical treatment on 8/1/2023. At checkin, they tried to get me to pay an amount that was estimated even though a bill for the procedure had not even been generated and the medical care ordered had not been performed. It seems deeply unethical to request payment before a bill was even reviewed, let alone reviewed by the organization and customer. It's even more questionable when one realizes they are asking for payment before the service has even been performed.
Business Response
Date: 08/21/2023
Dear Sirs,

Thank you for this notification. A Providence Health and Services representative spoke with our patient on August 15, 2023 by phone.
Our patient was dis-satisfied with a pre-payment process and asked that we share their feedback and experience. We have forwarded our patient's feedback with our Providence Price Transparency leadership for their review.
We apologize to our patient for an inconvenience in their resolution of this concern.
Please let me know if you need anything else.
Sincerely,
*********************
Customer Experience Manager
********************************************* and ********************
Initial Complaint
Date:07/26/2023
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 went in for routine lab work and I got charged over $1,500 with insurance. I got a bill from the hospital and 2 other separate bills for the same work from different pathology groups. This hospital is a SCAM. Not only are they overcharging for routine lab work, the Dr's ****** was terrible.I researched for an Endocrinologist, found the one I liked and made an appointment. I got the day off work for this appointment and when I arrived, they said I was seeing a different Dr than the one I made the appointment with. I told the front desk I didn't make an appointment with that Dr and they told me to make another appointment if I wanted to see the Dr I wanted. Seeing that I can't afford to take another day off work I saw this new Dr. All they did was ask me a few questions and took some routine blood work. I reached out to St. **** to only be told someone was looking into it and I haven't heard back from anyone. I've been calling them non-stop just to get brushed off. This medical group is covered under my medical insurance and I shouldn't be getting overcharged. I've been to hospitals like ****, PIH and ************ and never been charged liked this.I for one am never coming here again. These people are dishonest and are scamming patients for their money.
Business Response
Date: 08/03/2023
Dear Sirs,

Thank you for this communication. We have notified our Clinic Leadership of this concern and a Clinic Manager has reached out and left a VM with contact information for a patient call back. Our Clinic Leader would like to speak directly to our patient to review their concerns.
We have also placed a Providence Finacial Assistance application in the mail to our patient if they wish to review that information.
We apologize to for any inconvenience in their resolution of this concern. We look forward to speaking to our patient.

Please let me know if you need anything else.
Sincerely,

*********************
Customer Experience Manager
********************************************* and ********************
Initial Complaint
Date:05/26/2023
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.
Annual checkup on March 16, 2023. Not a new patient but still charged $30 Co-Pay for Office visit because answered to a question "Any concern about?" during the visit.Health insurance paid for all except the co-pay because it is allowed to charge for new patient. Called the ****************** to sort this out and the representative told the charge was correct because I complained about the finger pain when asked and the representative claimed the doctor ****** can bill each symptom or complain independently during the same visit.
Business Response
Date: 06/19/2023
Dear Sirs,

Thank you for this notification and we are sorry for the delay in our response. The Providence ************* has refunded the $30.00 payment in question back to our patient and a Clinic representative has reached out to our patient to confirm resolution.
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: 06/19/2023

Complaint: 20110707

I am rejecting this response because:
******************,
I did not receive any refund or gotten contact with representative.
Please provide direct number that I can reach you to get this resolved promptly.
Thank you and will look forward to hear from you soon,

Sincerely,

***************
Business Response
Date: 06/30/2023
Dear Sirs,

Thank you for this patient update. We apologize for the delay in the refund. Our patient's refund has now been credited back to the issuing card. Please allow up to five days for the refund to appear on the patient account.
A representative has left a voicemail with their direct contact information if our patient should have any questions.
Again, we apologize for any inconvenience to our patient in their resolution of this concern.
Please let us know if you need anything else.
Sincerely,

*********************
Customer Experience Manager
********************************************* and ********************

Customer Answer
Date: 08/09/2023
Its been over a month, never received the refund that was promised. How can anyone put their lives with such untrustworthy organization.
Never again.

Business Response
Date: 08/11/2023
Dear Sirs,

Our records indicate that a refund for our patient in the amount of $30.00 was processed on June 27, 2023 to the account of the issuing **** card.

Please let me know if you need anything else.
Thank you

Customer Answer
Date: 08/11/2023

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.

Sincerely,

***************
Initial Complaint
Date:05/16/2023
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 had an appointment with *************************************** on January 3rd 2023 in *********** and was billed for over $800 for a less than 15 minute consultation about a potential rhinoplasty by Providence. I was billed for 3 times longer than the actual visit. I disputed the charge but no adjustment was made. I was not given any opportunity to submit any evidence or testimony. Completely illegitimate one sided process.
Business Response
Date: 05/26/2023
Dear Sirs,
Thank you for this communication. A Providence Health and Services representative connected with our patient by phone to review the outcome of a 2nd coding review. We have adjusted charges as a courtesy. Our patient expressed some additional diagnosis concerns during the call with our representative and we have fwd. that feedback to our ****************** team for a clinical review.
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: 05/26/2023

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:05/15/2023
Type:Product 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 had a total hip replacement at Providence Sacred Heart Hospital on February 28, 2023. The day before that procedure I was sent a message (I have a screen shot) providing a total estimate for my procedure, indicating what insurance would cover and that there was a balance of $5806 that I would have to pay. The message indicated that if I paid before the procedure, I would receive a discount of 10% so I paid $5225.42 to Providence Health on February 27, 2023. I hadn't received a bill from Providence 30 days after the procedure and contacted them and my insurance. My insurance said that all but $25 of charges attributed to this procedure would be covered. I contacted Providence and they indicated they would not reimburse me until the bill had been paid by insurance. That bill was paid on April 5, 2023. Since that time, I have contacted Providence on a weekly basis via phone and get a different story each time, even one time indicating that I hadn't paid them, I paid my doctor directly which was not true. I also messaged them three times through their app and never received a response. Only recently did they provide a billing statement on their online app ( I had requested this in early April). I have asked for my call to be elevated to a supervisor or management and they indicate that's not possible. I have been disconnected on two occasions. I have provided a screen shot of the original request for advance payment from Providence and also a copy of the cover sheet of the billing statement which is now available on Providence app. I would like my money returned ASAP. I am retired and on a fixed income. Please advise.Regards,***********************
Business Response
Date: 06/02/2023
Dear Sirs,

Thank you for this communication. We spoke to our patient by phone and confirmed they received the emailed receipt for both refunds issued. Our representative provided some information on the price estimate concern, and we have forwarded our patient's feedback on her calls to our office to the department leadership for review.
Our patient indicated they appreciated the account review and is satisfied with the information provided.
We apologize for any inconvenience to our patient in their resolution of these concerns.
Please let me know if you need anything else.

Sincerely,

*********************
Customer Experience Manager
********************************************* and ********************.

Customer Answer
Date: 06/05/2023
In regards to the subject complaint, I am satisfied with Providence's response. Thank you very much for your assistance in this matter.

Regards,
*******************
Initial Complaint
Date:05/03/2023
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.
I received initial bill for $30 for DOS 11/30/22.Called on 2/8 spoke w/***** inquiring if my secondary ins cvrge was billed.the rep was sending back for review.called 3/1/23 per rep-still showing pending allow 30 days.called on 3/8/23 spoke w/***** forward to ins team still pending. I received another bill for $30 copay. I ended up paying the balance on 3/26/23. I just received another bill now for $112.00 for same DOS 11/30/22. I called on 4/28/23 spoke w/******* and was told she did not find why I was getting a bill and will forward back to ins team for review. Explained I get told the same thing every time I call and I still haven't been told whether or not my secondary ins was billed for the copay amount from my primary insurance. Per my primary insurance Anthem EOBs, patient responsibility is for the $30 copay. I requested a callback from a representative and was told reps do not call patient back. I also explained the bill is stating past due and I do not want this going to collections. No one has been able to resolve my issue. Even after the fact I ended up paying for the bill of $30,they continue to ask for more money when my secondary coverage is on file. I want this resolved and to stop billing me and also provide me with my secondary insurance was billed. I am attaching bills being received, my EOBs, and my payment for $30.00.
Business Response
Date: 05/15/2023
Dear Sirs,

Thank you for this notification. We were unable to connect with our patient by phone, however we were able to send email via our patient's MyChart account, outlining actions we have taken to resolve the billing issues from their November 2022 date of service.
We have also requested our patient to contact both of their insurance plans to update the coordination of benefits to prevent additional claims processing and billing errors. In addition, we ask that our patient contact ** once the benefits update has been completed. We have provided direct contact information in the email communication.
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
Providence Health and Services.

Customer Answer
Date: 05/17/2023

Complaint: 20016570

I am rejecting this response because: I have not received proof I no longer have a balance. I spoke with ********* @Providence on 5/17/23 notifying her that ********** is primary under my ***************** and Coastwise-PMA is secondary under father's name. Per Coastwise spoke w/**** call ref#******** claim#************ paid $104.55 2/21/23. They need to be refunded $74.55 minus $30 copay processed by my primary insurance. Also, requested a refund to me since I paid for the $30 copay. Once i receive notification of proof I no longer have a balance, I will accept response. Thank you for your assistance.

***************************************************
Business Response
Date: 05/19/2023
Dear Sirs,

Thank you for this update. Our patient can verify through their Providence MyChart account a $0.00 balance. We have submitted a request for our patient's $30 copayment to be refunded back to them.
Our patient's secondary insurance is currently in the process of correcting the claims and once that is complete, we ask our patient to contact ** and we can provide an itemized statement that will list charges and payments to **.
We do apologize for the inconvenience to our patient while this matter is resolved.
Sincerely,

*********************
Providence Health and Services
Customer Answer
Date: 05/23/2023

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.

****************************************************
Initial Complaint
Date:05/02/2023
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.
I had Surgery for an emergency apendectomy in late 2020, I ended up having three procedures for this, or as a result of this. I was seen at Providence Willamette Falls and was taken in for an Apendectomy, I was told it would be routine. After the surgery the surgeon had left a hole in my intestine which leaked into my abdominal cavity, I was checked by the surgeon after and he said it all looked good, later that night at home I started leaking f**** through the incision in my belly button so I went back in where I was in really bad shape, they operated again but part of my intestine had stopped working at this point and I had to stay for a while in the hospital, after they sent me home again I could not keep any weight on, it turns out they left a lot of the stuff that leaked through the hole they left still in my abdominal cavity, I had to go in a third time where a different surgeon told me I was probably dying and they opened me back up to remove the abcesses left by the previous surgeon. During all of this I lost my job because of the extended hospital time and we were billed agressively by Providence to pay for the mistakes they made in my surgery. I haven't done anything becuase my wife is employed by providence and she was worried if we pursued this she would be terminated. I still to this day have pain and issues in my abdomen, we just finished paying for something we never should have been billed for and I am unhappy with never getting any sort of apology or bill reversal. The Surgeon, *************** has done this to other people we know and has had to settle with these patients. He should not have touched another patient after he screwed up so massively on me.
Business Response
Date: 05/15/2023
Dear ****,
Thank you for providing this feedback and we are sorry to hear of our patient's continued concern. Our patient had previously contacted Providence with this complaint, and this concern was reviewed by the Providence ****************** Team in May 2020. Our patient was notified at that time of the results of the clinical review.
We ask that if our patient has any questions on this review, to please contact our Providence ****************** team directly at ************.
Sincerely,

*********************
Customer Experience Manager
********************************************* and ********************
Initial Complaint
Date:04/17/2023
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.
Account # *******, Bill ID# ************** To pay off my bill, monthly payments were being made to Providence. With a $****** balance left, my husband made a payment of $100 bringing the balance down to $******. Providence gets a new billing office and now I am being charged ****** + ****** for a total of $1304.36. I have called the provider and they say I only owe $****** and that they will look into resolving the situation with the billing office but they have not done so. I have relayed this message to the new billing office and they say the provider needs to correct the amount transferred. I am close to being sent to collections, please help me resolve the amount transferred. I believe this company is committing fraud as they have shown no sense of urgency in resolving this issue.
Business Response
Date: 04/19/2023
Dear Sirs,

Thank you for this notification. A Providence Health and Services Representative spoke with our patient today, April 19, 2023. Our representative provided our patient with the outcome of the review of their account and confirmed the current balance of $602.18. The billing error was caused by an inadvertent duplication of charges during a Providence billing system conversion.
Providence sincerely apologizes for the billing issue and 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 ********************

Customer Answer
Date: 04/20/2023

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,

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

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