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:07/28/2023
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 a medical procedure completed on 12/30/2022. We never received a bill. I called and had my address updated as we had moved. I also called 3 times to have itemized billing for the procedure. None of the billing was received. In addition, we had moved and are still having mail forwarded so the bills were never sent. St. ******* never called or billed us and yet sent my debt to collections. They as an entity have had national billing issues and yet they send me to collections.
Business Response
Date: 08/08/2023
Please see the request for extension until 08/21/23 sent to your office 08/02/23
Business Response
Date: 08/12/2023
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 **************.
Sincerely,
*******************
Paralegal
Initial Complaint
Date:07/28/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On July 25, 2023, I went in to see my primary care physician, *********************. I was there for several reasons. One reason was to obtain a new prescription of my medication which is finasteride 1 Mg. I had previously messaged my doctor to make sure to send the medication prescription to ****** Pharmacy in Puyallup, WA. Instead the Dr. carelessly sent the medication prescription to Center Well Pharmacy by mistake. Center Well Pharmacy has now shipped out he prescription and charged my debit card $25.39. The medication only cost $11.99 at ******. I should not have pay over twice the cost of this medication. This is complete carelessness.
Business Response
Date: 08/04/2023
Thank you for bringing this matter to our attention. ************* office has cancelled the prescription that was sent to Center Well Pharmacy and sent the prescription to ****** in Puyallup as requested. Clinic staff have spoken to ****** in Puyallup and confirmed the medication refill was received and that the request was filled 07/31/23.

On 07/31/23 clinic staff sent a MyChart message to ************ to advise him that the medication had been sent to ****** Puyallup Pharmacy and is ready for pickup. If ************ debit card was charged in error by Center Well Pharmacy, the clinic can request a refund upon obtaining a copy of the receipt.
Please let us know if we can be of any further assistance.
**************
Corporate Responsibility ******** ************************
Customer Answer
Date: 08/08/2023

Complaint: 20388116

I am rejecting this response because ************************* cancellation of the medication was not timely because the order was already shipped prior to *********************** even being aware of the careless mistake by ********** of sending a non-insurance coverage medication to Center Well Pharmacy. The medication has been returned to Center Well Pharmacy on August 1, 2023. *********************** still has not received a refund from his debit card on file with Center Well. Why????

Sincerely,

***********************
Business Response
Date: 08/24/2023
Thank you again for addressing your continued concerns. We have been informed by clinic management that ********** cancelled the prescription that was sent to Center Well Pharmacy and sent the prescription to ****** in Puyallup as requested. Clinic staff confirmed with ****** the medication refill was received and was filled. Clinic management sent a MyChart message to advise ************** the patient that the medication is ready for pickup.

Clinic Management has also confirmed that they have discussed with ************** how to obtain a refund for the Center Well Pharmacy charge, and has provided him with the direct phone number for the clinic Manager should he have any further concerns. ************** is also encouraged to reach out to our Compliance Hotline at ************ or at ****************************************** for any continuing concerns.

**************
Corporate Responsibility Manager
Virginia Mason Franciscan Health
Customer Answer
Date: 08/25/2023

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:07/21/2023
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 have been trying for Months to get my entire Virginia Mason medical bill transferred to a payment plan with Clear Balance. I either get no response or Im told the problem is being addressed (but it never is) or Im told its a problem with Clear Balance. CB says they only received some of the bill (less than $300), so I set up a payment plan for that amount but meanwhile ** still receiving bills from VM threatening to take me to collections for the remaining $1055. VM billing is no longer responding to me and VM patient services never responds. I need help getting this resolved. I can no longer even access ************** a majority of the time.
Business Response
Date: 07/25/2023
I have sent a copy of the letter to ********************* as well.
Customer Answer
Date: 09/20/2023
I have had to wait for the paperwork to review why Im being charged more than the out of pocket limit. I continue to not receive communication from Virginia Mason on this matter.
Business Response
Date: 10/19/2023
Please see the response to ********************* complaint and the requested documents.
Copy of letter and documents have been sent to **********************
Thanks,
***********************
Initial Complaint
Date:07/14/2023
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 or about May 18, 2023 at 2:00 pm I saw my primary care physician, *********************. I had problems with elevated blood pressure. He ********* me an additional blood pressure medication called Amlodipine at 10 mg. That medication is not working. My primary blood pressure medication is Lisinopril. The doctor ********* me 40 mg. once a day. That apparently is not enough because I tried doubling the dose to 80 mg. a day and it appears to have lower my blood pressure to the normal range of 120/80. At this increase in dose, I will run out of medication prior to my scheduled appointment with ********** on August 14, 2023 which is a month from now. I need something to be done now.
Business Response
Date: 07/24/2023
Thank you for contacting us with your concern about your medication refill needs prior to your next appointment. We spoke with the Medical Assistant in ************** office and learned that they renewed your prescription and moved up your appointment to 07/24/23 so that you can discuss your dosage requirements and refill needs with your provider. Please feel free to let us know if you have any further concerns regarding this issue.
**************
Corporate Responsibility Officer
Virginia Mason Franciscan Health

Customer Answer
Date: 07/25/2023

Complaint: 20319945

I am rejecting this response because: The medication refill never went through because it was to soon to refill as I had stated time and time again and was ignored.

Sincerely,

***********************
Business Response
Date: 08/09/2023
TThank you again for addressing your continued concerns about your medication dosage and refill. We have been informed by Clinic Management that they have reached out to you directly to help resolve the medication issue. They have confirmed with Center Well Pharmacy that your medication shipped to you on 07/24/23 with 3 refills remaining.
Clinic Management has also confirmed that you have been provided with the direct phone number for the clinic Manager should you have any further concerns relating to your clinic visits. You are also encouraged to reach out to our Compliance Hotline at ************ or at ****************************************** for any continuing concerns you may have.
**************
Corporate Responsibility Manager
Virginia Mason Franciscan Health
ell us why here...
Customer Answer
Date: 08/12/2023

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:06/06/2023
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.
The **************** ********** of ******************************* Services paid the following bills. They have refused to correct the billing and have sent them to collections. I have sent the info numerous times and numerous ways. Nothing. They have asked for front and back if checks which I dont have since I didnt pay them. I wish to have my account updated correctly, to have the collection agency remove all accounts from their records and removed from all reporting agencies. A we are sorry for the issue letter. A letter from the collection agency stating all have been removed (except one, October 25, 2021; I have requested this for ages which they refuse to send, please have them send me a copy of said invoice) from their records and all reporting agencies. Thank you S
Business Response
Date: 06/16/2023
Dear ******************:

This letter is being sent in response to your communication to the Better Business Bureau, Case# ********, regarding the balance of your account.

St. ******************** Medical Center makes every effort to provide excellent customer service and to meet the needs of our patients. Our records indicate that no insurance information was provided at the time of service. Total charges were $1,409.78.A Self-pay uninsured patient discount was applied to your account in the amount of $845.87. No patient payments have been received for this account. The remaining balance on the account is $563.91.

Our records indicate, the documentation you provided from the ********************* of ****** and Health Services state there is an unmet spend down amount. Please contact the ********************* of ****** and Health Services regarding this bill as they may need documentation from you to cover this date of service. As a one-time courtesy, we have recalled the account from the third party debt collector to give you an opportunity to resolve the account directly with us.

We hope to have addressed your concerns to your satisfaction. Please contact our billing office to inquire about payment plans or financial assistance. If you have any questions or concerns regarding the hospital bill, please feel free to contact our billing office at **************.

If you are unable to pay your bill at this time, whether or not you have insurance, you may qualify for free care, a payment arrangement, or financial assistance. Please contact us at ************** to determine if you qualify for a payment arrangement. Please contact us at ************** or visit www.chifranciscan.org/financialassistance for more information about free care or financial assistance.

Si no puede pagar su factura en este momento, tenga o no seguro, puede calificar para recibir atencin gratuita, un acuerdo de pago o asistencia financiera.Contctenos en el ************** para determinar si califica para un acuerdo de pago. Contctenos en el ************** o visite www.chifranciscan.org/financialassistance para obtener ms ********** sobre atencin gratuita o asistencia financiera.
Customer Answer
Date: 06/18/2023

Complaint: 20153459

I am rejecting this response because:

I have sent what bills have been paid and sent to this company to my state case worker. I have asked her to look into this issue. I also would like to know what this company did with the funds they received. All other companies that were paid accepted the funds, but not this company. Im not going to double pay. Lets see what the state case worker says
Sincerely,

*******************************
Business Response
Date: 06/22/2023
The **** response is attached and remains unchanged. Please let us know how we can be of further assistance.
Customer Answer
Date: 07/10/2023
I do not want this case closed. I have ask my case manager to investigate the payments made to St Joseph Hospital. It dies not move fast. Ill will recheck with her on Monday. According to my paperwork submitted, they have been paid.

Thanks

S
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.
On Monday, May 8, 2023, I could not go back to sleep so I checked my blood pressure with my own blood pressure cuff. My blood pressure was unusually high at 171/110. I immediately made an appointment to see my ******* Care Physician, ********************* at CHI Franciscan on Gravelly Lake *** ********************** in ********, **********. I was 10 minutes late for my appointment on May 9, 2023 at 11:00 am because I was held up in traffic. When I came up to the receptionist to check in for my appointment, she said I would have to reschedule my appointment to a later date because the window of lateness cannot exceed 7 minutes. I said, I need to see someone now because this is a medical emergency. She basically said there was no one to see me. I ask for a manager, and the receptionist said no manager was present. I left the clinic with a new virtual appointment of May 18, 2023 at 2:00 pm. Then I decided to go to the emergency at St. *************** where I saw a doctor who prescribed me some blood pressure medicine. I still need to see my primary care physician about my blood pressure problem and I thought was mistreated by the receptionist for her insensitivity toward me as a valued patient of *********************. I don't want a virtual visit. I need to be examined. On Wednesday May 10, 2023, I called CHI Franciscan's Patient Concern Hot Line and an automated voice system said that someone would get back to me in 24 hours. That 24 hours has long since past now. I need a response from CHI Franciscan.
Business Response
Date: 05/25/2023
Thank you for alerting us to this matter. We have initiated our patient grievance process to investigate these concerns and sent a letter summarizing our follow up directly to this individual. The letter is dated 5/24/23 and should be arriving by mail soon to this individual's place of residence.
Customer Answer
Date: 05/27/2023

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:04/23/2023
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.
The billing issue is detailed in the pdf narrative attached
Business Response
Date: 05/01/2023
Dear ****************:

This letter is being sent in response to your communication to the Better Business Bureau, Case# ********, regarding the balance of your account.

St ******************** Medical Center makes every effort to provide excellent customer service and to meet the needs of our patients. Our records indicate, you have received billing statement due to an inadvertent system error. Please disregard any billing statements you have received for this account. Your account has been adjusted down to reflect a $0.00 balance. Your account is Paid-in-Full.

We sincerely apologize for any confusion. We hope to have addressed your concerns to your satisfaction. If you have any questions or concerns regarding the hospital bill, please feel free to contact our billing office at **************.
Customer Answer
Date: 05/02/2023

Better Business Bureau:

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

Sincerely,

*******************************
Initial Complaint
Date:04/20/2023
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.
Was seen by *********** at Issaqual on Feb 15, 2023, I witnessed my 5 yrs old got 3 drops to dilate his eyes by the doctor's ***** as opposed to 1 drop. The overdose caused his face flush, and tiredness. It caused GREAT stress and I've to call on-call doctors overnight. *********** failed to admit it's the overdose -said it's because of a NEW medicine allergy. My son has dilated twice in the past w/o issues and he doesn't have any medicine allergy nor do we.I've consulted a TOP allergiest and that it's not a medicine allergy , it's overdose effect. Without filing a complaint to WA DOH, at the very least, Plz waive the $142 balance, insurance paid $279 already
Business Response
Date: 04/28/2023
Thank you for alerting us to this matter. We have initiated our patient grievance process to review and respond. Our follow up is wrapping up and we will post a copy of our closure letter once available.
Thanks, *****************************, **** Corporate Responsibility Officer
Customer Answer
Date: 04/28/2023

Complaint: 19961268

I am rejecting this response because:
We have not gotten the solution letter yet. And the $141 balance is still there.
Sincerely,

Business Response
Date: 05/15/2023
Our Patient ******************** responded to the patient's concerns in a letter dated 05/03/23 and our ************************************* has confirmed that there is a zero balance on this account.
Initial Complaint
Date:04/13/2023
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.
We visited the urgent care facility on 30 September 2022 for a broken arm. The receptionist was told that we believed the arm was broken and he needed an x-ray. She checked ** in and had ** wait. When called back, we advised the nurse of the the same. When the Dr came to see him, the doctor had him move the arm and looked at it. The doctor told ** that he believed the arm was broken and that they had an x-ray machine but no technician so we would have to go to the er. They gave ** an information sheet for the er, but otherwise did not provide any treatment or place the arm in a sling or anything. We left and went to a different er than recommended by the *******rays were performed, the break was confirmed, and an immobilizing sling was provided by the treating er.As soon as we told the receptionist what the problem was, we should have been informed that they would not be able to adequately evaluate the injury due to a lack of a x-ray technician. Instead, the receptionist and nurse both passed ** along to the dr, knowing their facility could not provide the needed care. Then the organization had the gall to bill ** and our insurance for evaluating him when in truth they did nothing but waste our time. I do not feel their billing is legitimate and neither ** nor our insurance should have to pay them anything. Additionally, looking at the medical chart, their doctor straight up lied in the notes saying that a sling was provided when it was not- one was not even offered or discussed. This would constitute fraud.
Business Response
Date: 04/24/2023
This item is still under review. Requesting response date be moved to 05/03/23.
Customer Answer
Date: 05/01/2023

Complaint: 19932737

I am rejecting this response because it does not actually resolve the complaint.

Sincerely,

***********************************
Business Response
Date: 05/05/2023
Better Business Bureau

Account No:                           166063095
Patient:                                   *********************************
Case:                                       ********

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 **************.

**************************, Please see attached document.
Initial Complaint
Date:03/12/2023
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 11/12/2022 I too my son to St Francis Hospital in ***********, **. On 1/27/2023 I paid their bill of $757.79 in full by calling the phone number listed on the bill **************.. On 2/28/2023 I received notification that the same bill is past due. I reached out to the same phone number, and , after spending nearly 4 hours on the phone, they told me that they applied the payment to the wrong hospital with the same name, but in a different State, to St Francis Hospital in ************, *********, instead of St. Francis Hospital in **********. I spoke to their manager, ***, who assured me everything will be taken care of and not to worry about it. On 3/10/2023 I receive a call from them asking for payment. I spent another 2 hours trying to explain the situation, so nothing has been resolved. I've never seen this level of incompetency, and am afraid they will send the bill to collections. Please help. Thank you for any assistance you can provide.
Business Response
Date: 03/22/2023
Dear ********************:

This letter is being sent in response to your communication to the Better Business Bureau, Case #********, regarding a refund.

St Francis Hospital makes every effort to provide excellent customer service and to meet the needs of our patients. We take customer service seriously and strive to treat everyone with respect and kindness, which includes figuring out how to best assist our patients.

Our records indicate your recent payment was inadvertently misapplied to the incorrect account and we sincerely apologize for the unintended refund delay. In order to correctly apply your payment, we will be refunding you, in the amount of $757.79, by way of check. Your refund is currently being processed. Please allow for 15 to 20 days for processing and mailing times.

We hope to have addressed your concerns to your satisfaction. If you have any questions or additional concerns regarding the hospital bill, please feel free to contact our billing office at **************.
Customer Answer
Date: 03/25/2023

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, if and when I receive the refund check.

Sincerely,

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

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Virginia Mason Franciscan Health is NOT a BBB Accredited Business.