Business Profile

Health and Wellness

Virginia Mason Franciscan Health

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Complaints

This profile includes complaints for Virginia Mason Franciscan Health's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

54 total complaints in the last 3 years.
11 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:04/29/2025
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.
It's nearing two months now since, March 4th when we sent the death certificate that Virginia Mason required to reissue a refund check.Virginia Mason originally issued the $722.13 refund to a deceased family member, ****** ******** *** who had not written the initial payment check. It was an overpayment written weeks afterwards. At first, they said it could take up to 15 business days to receive it but when I followed up 3+ weeks later, they changed it to ***** business days.Why does it take that long to reissue a check when Virginia Mason has all the necessary information?
Business Response
Date: 05/15/2025
Please see the attached as our response.
Initial Complaint
Date:03/27/2025
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 surgery on 9/6/2024 and was told if I paid my copay at the time of Id get a discount. So I paid it. Later an updated bill arrived which added more to the copay. After phone calls and emails I was told Id be responsible for $73 and change and $14.01 would be honored with the discount. Only part of that $14.01 was honored and I have $6.75 remaining. I had another visit on 1/10/2025 that I paid in full, however two days after my payment, a processing fee was applied of $4.95. Ive reached out to have this fixed as well and have not received a response. Total I want removed from my account is $11.70.
Business Response
Date: 04/18/2025
Please see the attached letter which has also been mailed to the consumer.
Customer Answer
Date: 04/18/2025

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:02/04/2025
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.
From 1/1/24 to 12/14/24, I was insured with MedCost, a First Health ***************** via my remote employment at *************************** Health in ***I had an MRI at ************************ Center (a ******* Mason facility in **********, **) on 9/6/24 and was asked for an upfront payment of $1397.10. In good faith, I gave them my credit card. A month or so later, MedCost processed and paid all claims for 2024 and the *** for the 9/6/24 date of service shows that my responsibility for that date is $0.00. The ***s also show that I owe $1122.81 for the 08/18/24 date of service. All other bills for 2024 have been paid and I reached my out-of-pocket max of $4500 for the year.I have asked the billing office to apply my credit balance of $1397.10 to the 8/18/24 date of service and refund me the difference of $274.29. They have refused. Additionally, they want me to pay the $1122.81.Also, it appears that in January, ******** Medical Center billed my new *************** for claims that ******* has already paid months ago.I would like one of the following to occur: Virginia Mason can either refund me the total amount of $1397.10 and I will pay the $1122.81, or they can refund me the difference between the two ($274.29).
Business Response
Date: 02/13/2025
Please see the attached as our response upon review of the claims in question. Thank you for the opportunity to look into this matter.
Customer Answer
Date: 02/13/2025

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,

Joseph *******
Initial Complaint
Date:12/12/2024
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 old them twice in person and 1 time over the phone my new address and have expressed all three **** that i need a bill sent to me and they have not sent one to *** i open the mychart app with them and had to fix the address on it and have tryed to request the bill again they refused tto help. i cant pay them without that andd i do noot pay onliinne due tto the fact is that my information getting hacked at the doctors offices which has happened to people cause i got notificationss in thee mail about it i want the bill sent to the correct one that i put on their file of mychart as well as i have put into the better bussniness bearo which is ****************************************
Business Response
Date: 12/20/2024
Please see the attached as our response and thank you for alerting us to this matter.
Customer Answer
Date: 12/20/2024

Complaint: 22639076

I am rejecting this response because: I provided the information at the office of the address changed to ***************************** and your staff was supposed to change that in your system I have done it 2 times in the office and at least 2 times over the phone and online once that this was not taken care of appropriately and needs to be changed immediately and another one sent to the correct address before I proceed for payment plan

Sincerely,

****** ********
Business Response
Date: 01/21/2025
Please see the attached response as our final response regarding this matter and thank you for the opportunity to review.
Initial Complaint
Date:12/11/2024
Type:Product 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 made an over payment to a medical facility and I reached out to the facilities billing department multiple times to get the refund but every time I call I was told they have to reach out to another department to get the refund yet I still have not received the refund and I made that payment on 11/29/24.
Business Response
Date: 12/12/2024
Please see the attached letter as our response and thank you for making us aware of this matter.
Initial Complaint
Date:11/17/2024
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.
Virginia Mason Medical continues to bill me for a duplicate bill of the same service that was approved by ***. I do not know if they are confused about my insurance switching the month after by rebilling, though both *** has been my provider the entire year without any coverage *********** of service: 3/4/24 Date bill was first sent was 3/5/24 but because this was 100% covered for preventative care, it was fully covered on 3/8.24. UHC and Virginia Medical continue to send me a bill. I have spoken with **** for both on multiple occasions saying they escalated to billing and approved it to be removed as it is a duplicate and the services were fully covered. I am still receiving bills and have not had this removed from my account and I fear they will just send it to collections, damaging my credit.
Business Response
Date: 11/25/2024
Please see the attached letter, thank you.
Customer Answer
Date: 11/26/2024

Complaint: 22569085

I am rejecting this response because:
They did bill an active insurance that I had during my visit which was fully covered by my insurance provider in March. They then rebilled me under insurance I started in April, which is why they would not cover services rendered in March. They are not reading my coverage and switch between *** plans. I have spoken with other coworkers who are getting billed twice just like I am, or billed for incorrect policies by ***. I believe this is either a scam by UHC or they are not bothering to do their jobs and read my two coverages.
I have also called them twice, spoken to two separate agents who escalated the issue and said I was correct in that my physical is fully covered by my plan. This has cost me hours of time and I would like them to resolve this immediately.
Sincerely,

*** ****
Business Response
Date: 12/12/2024
Please see our response in the attachment, thank you.
Customer Answer
Date: 12/15/2024

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:10/23/2024
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 have been disputing the charges billed by the hospital from a visit from 07/08/2024 and 07/10/2024. I went in on 07/08/24 to the ************* because of a kidney infection that needed antibiotics. I waiting to be seen for over 5 hours, upon waiting, they had interns performing bloodwork which was unsuccessful and then required a licensed RN. After waiting for hours, I had to constantly ask for updates because nothing was provided and when they finally took me to the back, they did bloodwork and other labs. I was told by the doctor that it was a severe case and I needed to get a ** scan, which wasn't disclosed was almost $12K alone. The doctor also advised that he was going to keep me overnight because he thought the infection was again, severe. Shortly after getting back from the ** scan the doctor said nevermind, and I quote "you're young and you'll be fine. Go home and if you don't feel better come back" at 2am. They charged for "drugs" almost $2K when I got an IV antibiotic and *******, not even fluids. Not counting the ** waiting period, I was actually under their care for maybe 3 hours and the bill was over $21K. Then THEY called 2 days later and said a sample was contaminated by THEIR error and it was hospital protocol to recheck so they needed me to come in asap to recheck it. When I asked what lab they said to go through the ** and specify I am there to recheck bloodwork, not be admitted which I clarified to the nurse. Now they are charging me a second ** visit since I came back on 07/10 per THEIR instruction and "protocol." I would have never gone back otherwise. The level of care was not $21K, the lack of regard from the staff was not worth over twenty thousand dollars. They charged me a level 4 ** visit, a priority level under a heart attack, which is absurd because if that was the case I wouldn't have been kept waiting that long or dismissed abruptly. They refuse to speak to me directly, only through 3rd parties. It's patient negligence.
Business Response
Date: 12/19/2024
Please see the attached correspondence and thank you for making us aware of this matter.
Initial Complaint
Date:08/27/2024
Type:Product 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 walked into the emergency and received medical services and left within the hour due to skin infection. In the end the case manager approached and asked for medical insurance, all info was provided, she took a picture and that was it. Two weeks later I received a text from highland emergency Physicians collecting money by text. I contacted my medical insurance company and told them what was happening, they stated they haven't received any claims yet. Today is almost the end of the month of august and received a collection letter and a text to pay the sum of $1108.00. Previous to that I spoke with billing department for highland emergency physicians and the man stated he will send all info to insurance. Today I received another harassment text to pay the amount due because my acct is in collection. This has cause family stress because they are not handling the matter legally, they want to harass by text. This business should be fined. I have not experience anything like this ever so therefore I am filing a complaint
Business Response
Date: 09/07/2024
Thank you for alerting us to this matter to be able to investigate further. The referenced bill is for the professional portion of the emergency room visit at ********************** Highline Emergency Physicians is an independent provider group that the hospital contracts with to provide professional services for the hospital's emergency room. ********** manages its own billing processes and they can be reached at ************. The hospital portion of this emergency room visit at ********************* is still being processed by insurance. Feel free to let us know if we can assist or explain anything further and I can be reached at ************. Thank you - *****************************, Virginia Mason Franciscan Health Corporate Responsibility Officer
Initial Complaint
Date:08/20/2024
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.
2 dates involved. November 28 2023 and December 3 2023. Both bills have been paid and hospital billing agrees they have but They are still trying to charge me for November 28th and December 5 was paid 2 times. They were outpatient charges but on these dates they double charged us for both outpatient and inpatient services. 9 total visits and 10 payments later they now owe me a $45.00 refund and refusing saying we still owe for inpatient charges that never existed. I have supporting documents but unable to download them. Can email if needed
Business Response
Date: 09/07/2024
Thank you for the additional time to review this individual's accounts, as we requested on 8/30/24. Please see the attached summary to explain the outstanding balance with our facility for services rendered. I can be reached at 253-680-4027 directly for any further questions. Thank you - Frank Cardinale, Virginia Mason Franciscan Health Corporate Responsibility Officer
Customer Answer
Date: 09/10/2024
this is not acceptable as there should be ONLY 1 45.00 CO PAY per visit.

Thanks,

Denis Johnso

Business Response
Date: 09/19/2024
From my review of our follow up in the letter, it appears that you were seen in two different and distinct care settings on two particular dates in which you received services from us, 11/28/2023 and 12/5/2023. When that occurs, we are contractually obligated to submit two separate claims to your insurance company for processing based on these locations that you were seen. Given the 12/5 services appear to be fully reconciled and paid in full for both the chamber treatment bill and clinic visit bill, your insurance company must require a co-pay for each. If you have other information from your insurance company relative to what they cover and what co-pays they expect for clinic services and hospital outpatient services such as these two dates of service, feel free to let me know and I can be reached directly at 253-680-4027. Thanks, Frank Cardinale - VMFH Corporate Responsibility Officer
Customer Answer
Date: 09/19/2024

Complaint: 22172352

I am rejecting this response because:
I was only seen at 1 location. 8 visits to the wound center. And 9 payments made. Entered the wound center on all 8 visits and left the wound center on all 8 visits. NEVER WENT TO ANY OTHER LICATION AT ANY TIME.

Sincerely,

Denis Johnson
Business Response
Date: 09/26/2024
Sorry for any confusion this may have caused you. I left you a voicemail yesterday based on your phone call to me last week. The wound center and hyperbaric chamber treatment are one in the same from a location perspective and licensed as hospital outpatient department. We billed you accordingly and the claims were processed in accordance with your insurance payer coverage. Let me know if there are any additional questions you would like answered. If you would like to request a copy of your medical records, I am providing the link here. Thanks, Frank Cardinale - VMFH Corporate Responsibility Officer
https://www.vmfh.org/patient-and-visitor-information/patient-information/requesting-medical-records
Customer Answer
Date: 09/26/2024

Complaint: 22172352

I am rejecting this response because:
I have 1 $45.00 Co pay per visit and I have made 9 payments for 8 visits. Therefore I have actually overpaid and will pay no more. Whatever the hyperbaric chamber is NEVER HAPPENED. My insurance says I have 1 $45.00 copay per visit and they themselves have called and talked to you guys and told you that and your account Rep STATED THE NOVEMBER 28TH PAYMENT WOULD BE TRANSFERED AND CORRECTED

Sincerely,

Denis Johnson
Business Response
Date: 10/04/2024
Thank you for this additional information. We are reviewing each of these visits and payments again with our billing team and will respond back to the consumer once complete. I can be reached directly at 253-680-4027 to obtain additional status updates of our internal investigation to ensure accuracy. Thanks, Frank Cardinale - Virginia Mason Franciscan Health Corporate Responsibility Officer
Customer Answer
Date: 10/04/2024

Complaint: 22172352

I am rejecting this response because: we have gotten this same response from the business for the last 8 months. There was NEVER a hyperbaric chamber used. 8 visits 9 payments. Nothing but a refund is going to solve this issue.

Sincerely,

Denis Johnson
Business Response
Date: 10/10/2024
We have initiated a hold on any further collections and our billing team will be performing another validation to determine which dates require reprocessing with insurance and/or refunds.
Customer Answer
Date: 10/10/2024

Complaint: 22172352

I am rejecting this response because:
We have been told this before so will reject until i see proof the 11/28/23 has been corrected and we receive a refund for 1 payment for 12/5/23. As our insurance prvider stated doesnt matter how many claims are submitted for a single visit we are only obligated for 1 $45.00 co pay per visit and both these dates have been paid and 12/05/23 was paid 2x.

Sincerely,

Denis Johnson
Initial Complaint
Date:08/07/2024
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 came in one day for a bad cut on my thumb because the urgent care was closed at the time. Got back and once I was informed about the price I'd have to pay, I declined ALL SERVICES AND CHARGES and I left the same way I came in without treatment. I'm now being harassed for a bill for that day. I refuse to pay for that. I'm not paying for services that I did not receive. Period. And I'm being harassed by bill collectors over it now. I will never use ******************** again until this is resolved and I'm not going to pay for a visit where I ended up declining all treatments and leaving the same way I entered. As a mechanic, if I take one look at your vehicle and tell you it's going to be 10k to fix it and you decline and leave I don't get to charge you $500 just for you coming in and asking.
Business Response
Date: 08/08/2024
Thank you for sharing this matter with us. I've spoken to the consumer this afternoon and it seems this needs to be routed to another business for review and follow up. We have no history with the consumer and it seems this may involve another ********************* in the state of ****, perhaps Mercy Health *********************. ***********************. ******, **** *****.

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Virginia Mason Franciscan Health is NOT a BBB Accredited Business.