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: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.
Set a new client appointment for 7/25/24 after months of waiting, only to be called the day before advising provider was unavailable and couldnt get another appointment for 3 more months. If they are the ones cancelling, I should not have to wait months to reschedule as it was their fault.
Business Response
Date: 07/07/2024
From notes that I received from my clinic leadership just before the holiday last week, it seems that members of our care team have attempted several calls to get in contact with this individual directly to apologize for the delay, to better explain our processes and to look more into what may have occurred with this provider. We have not heard back despite our efforts and we encourage individuals to follow our grievance process should they choose to report their experience with us. I would welcome being contacted directly should this individual desire at ************ or **************************************. Thank you for the opportunity to review this matter. *****************************, VMFH Corporate Responsibility Officer
Initial Complaint
Date:06/15/2024
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.
Was not provided with any information prior to surgery indicating the kind of surgery being performed. Was under the impression it was a minor procedure to correct a hearing problem. Only after the surgery had been performed was I aware of the fact a Craniotomy had been performed and that it was going to require after care for up to a month. I asked repeatedly for information as to how to prepare for the patients homecoming but was old information would be given at discharge. Had I been aware of the preparations needed ahead of time I could have made arrangements and adjustments to accommodate the recovery for the patient. As the primary caregiver I was kept in the dark and not given the opportunity to ensure the patient was cared for in the way they should have been as I was trying to research what I needed to know about the surgery due to a lack of information provided by hospital. Had I been aware of the kind of surgery being performed ahead of time I would have been better prepared for the patients homecoming. How soon they released the patient after performing a crainiotomy and the refusal to provide any information to prepare for homecoming essentially put the patient at risk if possible infection and complications as a result. As the primary caregiver of an elderly family member who is independent I was not prepared for caring for a person who is now completely dependant and cannot think straight. There are so many things I could have done to prepare for this but am now struggling to do while caring for an incapacitated person. Nothing in the paperwork provided prior to surgery indicated the seriousness of the surgery and that it was going to require the kind of care that I would need to make adjustments to my life to accommodate. This disrupted my life without any warning. As a result I have been not able to give the proper care needed as I have had my entire life rail roaded and not prepared for caring for an incapacitated person. I don't know what to do.
Business Response
Date: 06/21/2024
Thank you for raising this concern to our attention through this process. We are unable to investigate this matter given we are not seeing any details that include who the individual is that was cared for in one of our facilities. Upon receipt of this additional information, we would be happy to review and based on our disclosure policies to maintain patient privacy, we will respond accordingly. I can be reached directly at the number below if you'd prefer to have a discussion.
*****************************, Virginia Mason Franciscan Health Corporate ***************************************
Initial Complaint
Date:05/29/2024
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.
Operation for a hysteroscopy on 3/1/24 at ******************, Burien WA - Paid for lab work before operation - Paid for out of pocket expense which was a little over $1100 - Got billed and paid for additional expenses from operation, preop and postop room which amounted to $1200 - Got billed and paid for the camera - I keep getting bills that do not make sense nor to they add up --- Ex: Bill that was summarized as the name of the operation called the Hysteropscopy that was about $2000 and insurance paid but I was billed for $75. I talked to the Customer Support and they told me to not worry about it bc it was pending. I asked them for the entire bill of services and asked CS if there are any more, and CS said no I told them if I see more bills, I am calling the insurance to investigate. The $75 was magically paid in full ---Now I got ANOTHER bill called peri-operation. I have never heard of this. Even when CS said there were no more bills. This time, they did not bill the insurance when I threatened to have the insurance investigate them I think CHI-Franciscan is making bogus charges and now they are just charging me for anything or their billing **** is just REALLY bad at math.They need to be investigated.
Business Response
Date: 06/06/2024
Thank you for bringing Ms. *********************** concerns to our attention. Attached please find our response to same.

We ask that the enclosed response not be posted to your website or any public media site as it may contain protected health information.

If you have any questions regarding the response to **************, please feel free to contact our office at **************.
Customer Answer
Date: 06/07/2024

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:05/23/2024
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 am again submitting a complaint as Now I am finding that Virginia Mason not only is attempting to bill me for false things. (Nor do they respond to any written requests sent to them) But, how do I have two different account numbers they have sent to collections. ********** for $50.*********** or $138.77 I again, find it VERY hard to believe that I would owe anything, when I do not have a co-pay for preventative care and the ONLY time, I have been to Virginia Mason was (Oct 31, 2024) for a new patient appointment. (Only needed to establish a primary) Nothing was found to be wrong with me; no prescriptions were prescribed. It was as basic of an appointment you can have. This is your last chance to make right by these wrong ********. I will seek a legal suit out of principle. *Virginia Mason refuses to respond in writing to multiple requests to resolve the two accounts of assumed debts. Defendant claims false ******** and padding of services.
Business Response
Date: 05/31/2024
Please see the response to ***************, case #********.

Thanks,
***********************
Initial Complaint
Date:05/02/2024
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.
My wife has had ongoing cancer treatment at ******************** Center in **********, **. For the first couple of months her birthday information was (unknowingly to us) entered incorrectly. Most of the bills were charged to our insurance (TRICARE) without issue, but a few came back and that alerted us to the issue. We successfully got her birthday corrected and had them re-charge our insurance company with the corrected information. For whatever reason all but one of the charges was corrected on their side. Instead of correcting and re-charging as they had with the other instances it was sent to collections. Specifically it was sent to *************************** We contacted both Franciscan Health billing and UCB to fix this issue. Nothing has been done and UCB is still mailing us collection notices. We have tried to correct this issue that was not caused by us in any way, and Franciscan Health billing has shown they are unwilling or unable (while promising to fix the issue) and UCB is unresponsive completely.
Business Response
Date: 05/09/2024
To Whom It May ********************* you for bringing Mr. ************************ concerns to our attention. Attached please find our response to same.

We ask that the enclosed response not be posted to your website or any public media site as it may contain protected health information.

If you have any questions regarding the response to ********************, please feel free to contact our office at **************.
Customer Answer
Date: 05/09/2024

Complaint: 21658214

I am rejecting this response because:
There was no response shown to me.

Sincerely,

*******************************
Initial Complaint
Date:04/26/2024
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.
Afternoon after 2pm and on the phone
Business Response
Date: 04/29/2024
BBB: 21633084
Account #(s) : Unknown
Patient : *****************************

Thank you for bringing ********************************* concerns to our attention. Attached please find our response to the same. In short, we are unclear of the nature of the complaint and will need detailed information in order to initiate an investigation.
**************
Corporate Responsibility Manager
Virginia Mason Franciscan Health
Initial Complaint
Date:04/16/2024
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.
I received bills for 2 dates of service in September 2022 in October of 2023. This is past the 1 year deadline per Washington State law. I have been trying to get the matter resolved with the clinic for over 6 months and have contacted Virginia Mason Franciscan billing by phone at least 3 times. They incorrectly applied my payments made for visits in '23 to the illegal charges from September '22 instead of to the visits they were intended for in 23. February '23 payment was for a November '22 appointment since I never got a bill for either September visit until October 23. $80 for copays plus the fee totaling $83.95 of charges are invalid/illegal. I am seeking cancellation of those charges.I called and asked them to correctly apply my payments; they said they would adjust my bill to correctly apply the payments and remove the billing plan payment fee of $3.95 which I had declined to participate in on a recorded phone call in June 2023. They then sent me a new statement which was exactly the same with none of the agreed upon corrections.I have filed a complaint with the Insurance Commissioner, then the Attorney General, then the No Surprise Bills complaint center, and have still not had the matter resolved. The clinic responded to the *** with the excuse that they had a computer error in their billing system which caused the delay, but that does not exempt them from the 1-year deadline to get a bill to me. This is based upon the law WAC **********: Bills must be received within one year of the date of service to be considered for payment.I would also like to note that CHI Franciscan was investigated and fined for illegal billing practices by the Washington State ************************ in November 2016, so this is a continuation of their deceptive and illegal behavior.
Business Response
Date: 04/24/2024
BBB: 21584103
Complainant: Sierra ************************** you for bringing Sierra ********** concerns to our attention. Attached please find our response to the same. In short, the *** law referenced in ********************** complaint applies only to Workers Compensation bills. The bills listed in the complaint do not fall under this category and therefore are not subject to the 1 year billing time frame limitation. Please let us know if you have any questions.

*******************, CHC, CHPC
Manager, Corporate Responsibility
Corporate Responsibility Program, Northwest Division
CommonSpirit Health
Virginia Mason Franciscan Health
************ (O)
Internal: 125-4460
************************

Customer Answer
Date: 04/24/2024
I was charged a $3.95 payment plan fee that I never agreed to and have been asking to have removed from my account since June 2022. I have called several times and even called again Friday to speak to a supervisor. They said they would follow up on Monday and never did.
I was under the impression that there is a 1 year billing timeline for all claims in **********. Both laws I found stated 1 year. What is the correct billing deadline for a claim that is not L&I related? This claim was related to an injury at a hotel which has a pending legal case.
Business Response
Date: 04/29/2024
To Whom It May ********************* you for bringing **************** ******** concerns to our attention. Attached please find our response to the same.

We ask that the enclosed not be posted to your website or any public media site.

If you have any questions regarding the response to ********************, please feel free to contact our office at ************.
Customer Answer
Date: 04/29/2024
I stated in my response that the claim was related to an injury that is part of a lawsuit. I have also inquired multiple times what the deadline is for billing in **************** since both laws I found state 1 year. I am still waiting for an answer.
Business Response
Date: 04/30/2024
The Washington No Surprises Act establishes a timeframe of 1 year for submitting a claim for payment to insurers. In the case of ******************** outstanding charge of $23.95, the date of service was 09/27/22 and the claim to insurance is dated 09/28/22. In addition, RCW 4.16.040(3) allows up to six (6) years for WA businesses and professions to collect payment for services rendered.
Thank you and please let me know if you have any further questions.
**************
Corporate Responsibility Manager
Virginia Mason Franciscan Health
************

Customer Answer
Date: 05/07/2024
I have requested at least three times for what the legal timeline to submit a bill to a patient is if it is not the one year timeline stated in Washington law and they have ignored my question repeatedly. I will NOT be paying the billing plan fee since I declined it on the phone in June 2023 and have contacted your offices 2 more times to get my bill corrected since.
Initial Complaint
Date:03/27/2024
Type:Order 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 wife, *************************, was in the hospital ***** NOV 2023. We have paid all the bills and keep getting a bill. This means that we have to spend time on hold, verify all our information including childhood nicknames and favorite color and we still keep getting bills. Every time we call they tell us the bill has been paid 100%. I want our billing updated and a printed bill telling us that the bill has been paid. Her ID with the hospital is *******
Business Response
Date: 03/28/2024
Thank you for bringing your concerns to our attention. A review of our records does not show any outstanding balances for the person listed in this complaint. Please provide a copy of the bill that you keep receiving so that we may better be able to assist you.
**************
Corporate Responsibility Manager
Virginia Mason Franciscan Health

Customer Answer
Date: 07/09/2024
I was in the hospital from ***** NOV 2023. The hospital refuses to **** ******** for the charges. They have ****ed my ******************** and what ********** did not pay, I paid. I have requested that the hospital put in a claim to ******** too many times to count. The ****ing representative tells me each time I call that they will put in a claim so I can be refunded. The first time I called I had to correct the ******** number that they had copied down wrong. As of today, ******** has not received a single claim from them for my hospital care. I am tired of waiting on hold for ***** minutes each time I call, just to be told they will submit it.
Business Response
Date: 07/15/2024
To Whom It May ********************* you for bringing ******************************* concerns to our attention. Attached please find our response to same.

We ask that the enclosed response not be posted to your website or any public media site as it may contain protected health information.

If you have any questions regarding the response to ****************, please feel free to contact our office at **************.
Initial Complaint
Date:03/14/2024
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.
On November 21, 2023, my insurance provider ** Family Health directed me to undergo a procedure (colonoscopy) at Virginia Mason Franciscan Health in Tacoma. When I reached out to my insurance company, they assured me that the procedure was completely covered and I would not be charged for anything. However, I am now being contacted by a collection agency regarding a $73 bill that is non-existent. I contacted them and requested an itemized bill, but they are demanding personal information such as my social security number in order to provide it.I already call the insurance company again to confirm and was told again that the procedure was paid in full.
Customer Answer
Date: 03/15/2024
Hello,

I am writing to request the withdrawal of a complaint number ******** I filed with the bureau. Upon further consideration and discussion with the party involved, I believe that the issue has been resolved and no longer requires intervention from the bureau. I appreciate your attention to this matter and kindly ask for the complaint to be withdrawn from your records. Thank you!

*********************.
Initial Complaint
Date:02/23/2024
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.
On January 23, 2024, I scheduled a virtual appointment to discuss abdominal pain. My symptoms were detailed at the time of booking. During the consultation, which lasted approximately five minutes, the attending physician indicated an inability to provide meaningful advice without a physical examination and suggested an in-person visit. Subsequently, I was billed $86.32 for this brief and inconclusive virtual consultation.Given the nature of my symptoms, which were clearly communicated prior to the appointment, I would have expected the medical team to preemptively advise an in-person visit through an email or a My Chart message, rather than proceeding with a virtual appointment that yielded no medical advice or insight.Following this, I received a call on February 9, 2024, at 2:09 pm, confirming that the billing for this appointment was deemed correct. When I queried why the doctor chose to conduct a brief virtual call instead of sending a direct message, I was informed that a charge would apply for messaging as well. I find this policy to be questionable and request verification on the same. Additionally, during my call with the representative on February 9, I requested a callback from a supervisor. To date, I have not received any communication in this regard. I have also filled out the online concern form with the patient relations department, again to this day I have not received any communications.While I have already paid my bill under contention, I intend to pursue this matter further until a satisfactory resolution is achieved. My aim is to bring attention to what I perceive as an inappropriate charge policy and ensure that future patients do not encounter similar issues.
Customer Answer
Date: 02/23/2024
Hi,
Thanks Very much for the prompt review. The outcome Im seeking is for the provider to refund the $86.32 unreasonable bill, also review their virtual care policy and procedures to avoid similar situation happen to other patient.

Thanks again,

Ning
Business Response
Date: 03/04/2024
Our legal team is still investigating this complaint and is requesting a 1 week extension to the response due date, moving it to 03/11/24. Please advise if this is not amenable to you.
Thanks
**************
Customer Answer
Date: 03/04/2024
Im fine with waiting for one more week.
Thanks,
Ning
Business Response
Date: 03/04/2024
To Whom It May ************************ you for bringing Ms. **** Gongs concerns to our attention. Attached, please find our response to the same.

We ask that the enclosed response not be posted to your website or any public media site as it
may contain protected health information.

If you have any questions regarding the response to Ms. ********** please feel free to contact our office at **************
Customer Answer
Date: 03/04/2024

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.
I have already paid for the virtual visit. Please issue the refund.

Sincerely,

Ning Gong
Customer Answer
Date: 04/18/2024
Dear BBB,

As of today the business failed to follow through with the agreed resolution. Please assist.

Thank you,

Ning Gong
Customer Answer
Date: 04/21/2024
Dear BBB,

This business has never did what they promised. Till today I still havent received the refund.
Thanks,

Ning
Business Response
Date: 04/29/2024
To Whom It May ********

Thank you for bringing Ms. **** Gongs concerns to our attention. Attached, please find our response to the same.

We ask that the enclosed response not be posted to your website or any public media site as it
may contain protected health information.

If you have any questions regarding the response to Ms. ********** please feel free to contact our office at **************.
Customer Answer
Date: 05/06/2024
The business indicated that they are in the process of resolving this issue but till today I still havt received the refund.
Thanks!
Ning
Business Response
Date: 05/16/2024
To Whom It May ********

Thank you for bringing Ms. **** Gongs concerns to our attention. Attached, please find our response to the same.

We ask that the enclosed response not be posted to your website or any public media site as it
may contain protected health information.

If you have any questions regarding the response to Ms. ********** please feel free to contact our office at *************.
Customer Answer
Date: 05/16/2024

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,

Ning Gong
Customer Answer
Date: 06/11/2024
Dear Better Business Bureau,

I hope this email finds you well. I'm writing to request the reopening of my complaint against Virginia Mason Healthcare System, originally filed on February 23, 2024, regarding an incorrect charge for a virtual visit.

Virginia Mason Healthcare System responded to this complaint and promised to issue a refund on 3/4/2024. Despite their assurance, I have not received the promised refund. I reached out to them in April and May and today to follow up on the refund status, and they responded by stating that the refund is being processed. However, I still haven't received anything to date.

The BBB case was closed, but the lack of follow-through from Virginia Mason Healthcare System necessitates further action. I kindly request that the complaint be reopened and that Virginia Mason Healthcare System be contacted to ensure that the refund is issued promptly. Additionally, due to the significant delay, I now demand that the refund include interest to account for the prolonged period in which the funds have been withheld.

Please confirm the reopening of this case and inform me if any steps I need to take. Thank you for your assistance in resolving this matter!

Sincerely,

Ning Gong

Business Response
Date: 06/13/2024

To Whom It May ********************* you for bringing Ms. **** Gongs concerns to our attention. Attached, please find our response to the same.

We ask that the enclosed response not be posted to your website or any public media site as it may contain protected health information.

If you have any questions regarding the response to Ms. ********** please feel free to contact our office at **************.
Customer Answer
Date: 06/13/2024

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,

Ning Gong

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Virginia Mason Franciscan Health is NOT a BBB Accredited Business.