Business Profile

Health and Wellness

Virginia Mason Franciscan Health

This business is NOT BBB Accredited.

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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:02/08/2024
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.
May of 2023 I went to see ************** as a new patient for my knee. I typically get injections and pay for them out of pocket, which is about $700. I was going to a different orthopedic doctor, but he retired. ************** reviewed my files and MRI and he felt I had a strong case for the insurance company to pay or partially pay for the injection. A few days later I got a voicemail from his medical assistant stating that the insurance said "no reapproval need" and to go ahead and schedule the appointment. I got the injection, then a month or so later got a bill in the mail for $2759.61 which is what they charged the insurance. I called and spoke to ******* in ******** and she said the insurance company rejected the bill and called it "medically unnecessary" In speaking with the insurance company, they have no record of someone contacting them to review my knee injection, and they wouldn have never approved it to begin with. They don't approve any injections. At no point in my meeting with ************** did we speak about pricing if insurance wasn't going to approve it. I've always paid for it out of pocket and it usually around $700 per knee. I feel I was mislead and given misinformation. I've tried to reason with them, but ultimately they sent me into collections. I was able to dispute collections and put a stop. I filed a grievance with the insurance company, but was denied. I would be happy to pay for the injection.....but the out of pocket price, not the insurance price. No one in their right mind would pay $2759.61 for an injection that lasts about 6 months.
Business Response
Date: 02/12/2024
Feb 12, 2024

Better Business Bureau
************************************* 200
*****, ** *****
RE: Case #********
************************

To whom it may concern:

This letter is in response to the complaint filed by ****************, case #********.
Our records indicate **************** reached out to our office on July 20, 2023 to discuss the claim denial and at this time, we had our billing team investigate the no authorization denial. On August 8, 2023, **************** called back as the claim denial was for medical necessity as the injection did not require a prior authorization from her insurer. Please see the attached copy from the insurer indicating no authorization was required for the injection in question. On October 10, 2023, our team reached out to **************** to describe the patient liability denial from her insurer and recommend she appeal the denial with her insurer. Our team also informed **************** of the collection process while the patient appealed the claim. On October 18, 2023, we received a call from **************** and her insurer to let us know she had appealed the claim and it would take ***** days to process. We received no further contact from **************** after this call.
We would like to settle this account for the $700 **************** has previously paid at another providers office. I recommend **************** please contact our office at ************ to settle the account for $700 for the injection in this case.

Sincerely,
******************;
Market ********* ***************** Services
CC: ***********************
       12805 *********
       ********, ** 98275
Initial Complaint
Date:01/29/2024
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.
On 4/27/23 I took my daughter for her yearly well child check. Since her father is required to carry medical insurance on her and is unemployed, we are private pay. I was told by "*****" who checked us in that if I paid that same day it would be less than waiting on being billed. I then paid the $134.10 they told me was owed right then and there. Fast forward to August 7th, 2023 and I receive a bill in the mail stating I owe $184.95 for that visit and it shows no credit for $134.10. I call the billing department and am on hold for about 20 minutes and then spend another 18 minutes explaining that I had already paid. The woman I spoke with said she could see that I made the payment and would put in a "request to transfer to balance." September 7th, 2023 I spoke to a man in billing (over 30 minute call) who stated that the request from 8/7/23 could take ***** days and had still not been completed but that I could also mail proof of payment to a ******, ** address which I did- sent the screen shots of payment from MyChart as well as paper copy. I also sent a message on 9/7/23 through MyChart explaining everything and subsequent messages to which they still have not been answered as of 1/29/24. On 10/30/23 I spoke to a ***** from billing who said she was "reinitiating transfer and it would take ***** days" She said the $134.10 had mistakenly been applied to my account, not my daugther's. 12/27/23 I received a collection notice from an outside agency. Called CHI and spoke to "*******" who said the transfer was cancelled and she would have a supervisor call me. I also filed a dispute with collection company. As of today I have not received a call from supervisor and continue getting collection calls. I have spent hours trying to get this resolved as has my exhusband. I want them to fix this and have records reflect nothing is owed as I paid day of service. Thank you.
Business Response
Date: 02/06/2024
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 **************
Business Response
Date: 02/06/2024
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 **************
Customer Answer
Date: 02/06/2024

Complaint: 21215745

I am rejecting this response because:
According to the Health and ***** services website, COVID-19 vaccines are available for free to everyone 6 months and older living in *****************, regardless of immigration or insurance status. Getting vaccinated is the best way to help protect people from COVID-19. . So why would we be charged $50.85 for a Covid 19 vaccination? And why has not one person my ex husband nor I have spoken to on the phone been able to provide us with why the billing amounts differ from date of service and now? My ex is supposed to be the guarantor on her account and provide medical insurance for her per divorce decree but has been unemployed and unable to which is why I had to pay the bill on date of service. Weve never been charged for a COVID-19 vaccine though, regardless of insurance status. Thank you.

Sincerely,

*************************
Business Response
Date: 02/09/2024
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:01/10/2024
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.
Paid in full before the due date. Responded to the second notice. That did not indicate it was past due (it was a duplicate of the first invoice) with a copy of cancelled check and they still sent me to a collections agency for collections.
Business Response
Date: 01/29/2024
Hello, our legal team indicates they are still investigating this issue and are requesting another 3 day extension with response anticipated 02/01/24.
Business Response
Date: 02/13/2024
MorThis item was responded to 02/09/24. It went directly to *****************************************
Business Response
Date: 02/13/2024
Please see the attached response originally sent to 02/09/24
Initial Complaint
Date:01/04/2024
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.
Relocated to Washington in Sept 2023. At that time I scheduled a primary care doctor and was told Jan 4 **** was first available. Today Jan 24 I receive notice my appointment was canceled due to the doc was sick and I could reschedule for April ****. This is not health care. This is not in any way caring for patient. This is simply financial greed to assume a patient will or even can wait 8 months to establish primary care. Every doctor in my 66 years have backups for days they can't get to the office. 8 months is unheard of. If they can not provide quality care their doors should be closed.
Business Response
Date: 01/11/2024
Hello, our Patient Experience team and clinic management are still working on this investigation. We are requesting a 7 day extension to the due date until 01/21/24. Please confirm if this requested is approved.
**************
Corporate Responsibility Manager
VMFH

Business Response
Date: 01/22/2024
Thank you for providing us the opportunity to review these concerns. Our Patient Relations team has reviewed and responded directly back to this individual with a letter dated 1/12/24.
**************
Corporate Responsibility Officer
Initial Complaint
Date:12/05/2023
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 just finished paying a payment plan for my last service with Virginia Mason, and I just received 2 letters in the mail that are bills. One is asking to put me on another payment plan for a $60.00 charge, and I have another bill that says DUE NOW, and is for $267.73. I have never seen this $267.73 bill before, and have never been contacted about this bill - and I do not appreciate this not even giving me an option to make a payment arrangement. I am so confused because I keep getting so many bills from Virginia Mason. I also have been driving home from work and receiving phone calls from Virginia Mason, but nobody is leaving a message. It is exhausting, frustrating, and I do not feel cared about. After I finish paying for my services, I will find another healthcare provider. I would like to know what my ENTIRE balance is, and the option to make payment arrangements.
Business Response
Date: 12/14/2023
Dear ******************,
Thank you for bringing your concerns to the attention of Virginia Mason Franciscan Health. As the billing company for Virginia Mason,your concerns were forwarded to us for review. In order to locate and review the correct account(s), we need your assistance. Please respond to the email that was sent to you and send us the account number(s) in question or you can email us copies of latest letters you have received which should contain all the information we need or you can fax any and all information related to your complaint to ************. Thank you in advance for your anticipated assistance and I hope we can bring closure to this matter for you.

*******************************
**************** Manager
Billing Office
Customer Answer
Date: 12/26/2023
I just finished paying a payment plan for my last service with Virginia Mason, and I just received 2 letters in the mail that are bills. One is asking to put me on another payment plan for a $60.00 charge, and I have another bill that says DUE NOW, and is for $267.73. I have never seen this $267.73 bill before, and have never been contacted about this bill - and I do not appreciate this not even giving me an option to make a payment arrangement. I am so confused because I keep getting so many bills from Virginia Mason. I also have been driving home from work and receiving phone calls from Virginia Mason, but nobody is leaving a message. It is exhausting, frustrating, and I do not feel cared about. After I finish paying for my services, I will find another healthcare provider. I would like to know what my ENTIRE balance is, and the option to make payment arrangements. I previously filed a complaint and received an email from ******************************* - **************** Manager on 12/13/2023 asking me for my account number to proceed. I responded to her email on 12/15/2023, and have not heard back since - and it is now 12/26/2023. Since then, I have now received a COLLECTIONS notice from Virginia Mason. I WAS SENT ONE NOTICE IN THE MAIL FOR THIS AMOUNT AND IT SAID DUE NOW, AND THEN I AM SENT TO COLLECTIONS. SHAME ON ******* MASON!!!! I will cancel all my upcoming appointments, and NEVER do any business with Virginia Mason again. Since I have had medical appointments with them, I have been given medication without a doctor so much as touching me to examine me, been scheduled at the wrong locations, had my personal information hacked into, been mailed someone else's medical information, and have had appointments canceled by physician's because they are going to be out of office on the day of my appointment when I booked MONTHS in advance.
Business Response
Date: 01/12/2024
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 **************.
Initial Complaint
Date:12/01/2023
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.
Dates of service: 1/09/23 & 2/01/23 @ ** Franciscan, *****************, **. Jan 09 was for an annual physical but the office charged for two visits (during the same ~***** min visit) claiming that discussing my general health (items like hand pain) was not covered by the physical exam. I was not informed sharing basic health information with my doctor during a visit expressly for that purpose (an annual physical exam) triggered arbitrary unannounced additional charges until receiving the bill which included $358 for the physical plus another $364 for a second "visit" during the same appointment. Feb 01 was a 10 minute virtual follow up appointment my doctor required to discuss a minor medication adjustment (to the one mild/benign anti-depressant I take) decided during the Jan 09 physical exam. During this less than 10 minute virtual visit, I confirmed the medication was fine/needed no further adjustment. The doctor asked a friendly "how are you" to which I shared having recently had my first bout of Covid but otherwise was recovering and doing well. Apparently the mere mention of Covid triggered a $364 bill for this 10 min virtual consult regardiong my medication adjustment. I did not seek medical advice for Covid or schedule this appointment for any purpose other than the medication check requested by the doctor (and reluctantly at that given my high deductible insurance plan). It is dishonest, borderline fraudulent, for the ** Franciscan office to charge for services not rendered, requested, or previously announed . My insurance has already paid their portion of these charges (which should cover the Jan 09 physical in full) and I am glad to pay for a 10 minute virtual appointment on Feb 01 but not for duplicate visits or additional charges for phantom medical services neither sought or provided re *****. I've spent 15+ hours requesting ** Franciscan revised billing to no avail and do NOT want to end up in collections. Any assistance is greatly appreciated
Business Response
Date: 12/11/2023
Hello, this matter is still under review by our legal team. We are requesting an extension until 12/18/23. Please confirm if this extension request is approved.
Thank you|
*******************

Business Response
Date: 12/15/2023
Please see attached response. Thanks,
Customer Answer
Date: 12/18/2023

Complaint: 20945420

********* -
Thank you for your review and response. For the time being I am rejecting this response as unresolved for the following reasons -
1. *********** has provided the attached response in parallel with yours agreeing that the 2/1 charge should be reversed and is in the process of seeking to have it formally rescinded.
2. While I appreciate you have visibility limited only to your records, there are factual inaccuracies/assumptions in your letter that merit a longer response but are moot if **************** proposed solution in the attached is provided ******/Franciscan. I will accept that outcome in the interest of closure so will await formal confirmation the 2/1 invoice is rescinded and will pay the 1/9 invoice. ************ is pursuing this internally, to the extent you're in a position to assist in executing it that would be greatly appreciated.
For the record, I am accepting this solution despite the unequivocal fact that I was NOT informed prior to or during these appointments that certain topics would subject me to additional charges and the fact that 2/1 was NOT a solicitation of medical input for Covid, it was merely a topic mentioned in passing during our friendly "how are you" greeting at the start of the call. Moreover, discovering surprise charges upon receipt of a bill is unacceptable, whether or not deemed legitimate according to your policies, and there are obligations to inform patients in advance precisely to avoid that outcome. My purpose in pursuing this to the extent I have is specifically the hope that your organization might improve patient communication by informing unaware patients of potential additional charges PRIOR to them being incurred; that outcome would benefit your organization every bit as much as the patients on behalf of whom you "strive to keep pace with our ever-evolving world and provide excellent service and care." I might also suggest allowing basic dialogue regarding general health related topics be allowed at no added cost during a physical exam but knowing that's unlikely to be well received in the world of corporate healthcare, the least you can do is provide advance notice to the patient regarding potential charges so they have a choice in whether or not to incur them. I'm not sure that will result in good medical care/outcomes but its at least an improvement over the present billing practice as I've experienced it.
My hope is **************** solution is formally implemented as soon as possible this week and I will pay the 1/9 invoice upon confirmation. Your assistance with that outcome is truly appreciated.

Sincerely,

*****************************
Initial Complaint
Date:11/21/2023
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.
My son had a doctor *********** on 9/30/22. We set up a payment plan to pay the $508.75, and then paid off the final $174.58 on 7/19/23. On April 1, 2023, both kids had a physical, which we were instructed to pay for the whole amount up front: $116 per kid, which I did - $232 total on 4/1/23. We then received a bill for each kid for ***** (totaling $158.26) for the same date of service of4/1/23, which had already been paid for in full, as required by the clinic. We sent Virginia Mason proof of payment of $116 per kid and they sent us two letter, one for each account, saying that yes, we are correct, we don't owe that amount. Then I received a bill for the the 9/30/2022 visit with the balance of $158.26. I have spent about ***************************************************************************** to pay more than necessary. Their billing is extremely messy and unclear. Their own people had many different answers for me, including what I owed. In the end, today, 11/21/23, I paid so that I don't have to deal with them anymore, but I would like to know why they think I owed that additional $158.26 from the 4/1/23 date, and why it was moved over to my son's bill of 9/30/22 after I had paid it off.
Business Response
Date: 12/01/2023
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:11/02/2023
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.
My husband died 9/6/23 and they took my chart down next day. I always had auto pay for 3 plus years, but card expired. So, the sent message to go on my chart which was gone. I called and was told I need to send a death cert to be able to make any arrangements. I called and asked to have a form for help as without his income I needed help. I was then told they had sent bill to collections I asked why he just died, and I hadn't received last bill in the mail. The young lady said the bill was an old one. I asked how is that possible as I have been making payments for years. Why would you not pay the oldest first. She said she didn't know but I had to talk to the collection agency. This is just bad practice. And My husband just passed away and they throw this at me,
Business Response
Date: 11/13/2023
Dear BBB:
Thank 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 **************.

Sincerely,

*******************************
Legal Department Manager
Business Office
Initial Complaint
Date:10/11/2023
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had an appointment with this clinic on November 1st, 2022 where I provided my primary insurance and my secondary tribal insurance with a purchase order number provided by my tribe for this particular visit. They did not attempt to contact the secondary insurance for payment resulting in a past due balance that they ensured would be addressed. This has since gone to collections after I was promised that it wouldn't. The current balance owed is $224.65. I had reached out to the clinic through MyChart on June 16th once I received notification that the bill had gone to collections. I just received a response on October 6th saying that they could not verify eligibility for my secondary insurance although the tribe has still not been contacted by Virginia Mason. They have blatantly lied about attempting to contact my secondary insurance. My tribal insurance provided this purchase order number on **** # **** on Nov. 1st 2022. I provided this to the clinic at the time of my appointment. The Samish tribe has documentation of the date/time the **** # was created.
Business Response
Date: 10/20/2023
To Whom It May ***************** you for bringing ********************** concern 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 as it may contain protected health information.
If you have any questions regarding the response to ********************, please feel free to contact our office at *************.
Sincerely,
JuMahni *******
JuMahni *******
Legal Clerk
Initial Complaint
Date:10/01/2023
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.
On 6/29/23, I received an ultrasound and was told I had to pay $163.36 upfront. I paid that amount and my insurance let me know I was only responsible for $71.30. I requested a refund but Franciscan has been non responsive other than just a couple times telling me I was correct in being owed a refund of $92.06. Id like my refund ASAP. I have bills to pay and really need this money.
Business Response
Date: 10/10/2023
**************,
Thank you for allowing us the opportunity to address your concern that you overpaid for a service on June 29, 2023 and have not yet received a refund. Our records indicate that a refund was authorized on August 4, ************************************* credit card on 08/16/23. Please feel free to contact our billing office at ************** for confirmation of the refund. If there are any further concerns you can reach out to me directly at **************.
Thank you
**************, Corporate Responsibility Officer
Virginia Mason Franciscan Health

Customer Answer
Date: 10/10/2023

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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Virginia Mason Franciscan Health is NOT a BBB Accredited Business.