Complaints

This profile includes complaints for MultiCare Health System's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  MultiCare Health System

  737 Fawcett Ave Tacoma, WA 98402-5503

• 

  MultiCare Health System

  407 14th Ave SE Puyallup, WA 98372-3770

• 

  MultiCare Health System

  202 N Division St Plaza 2, Ste 300-301 Auburn, WA 98001-4939

• 

  MultiCare Health System

  10004 204th Ave E Bonney Lake, WA 98391-6539

• 

  MultiCare Health System

  104 23rd Ave SE Puyallup, WA 98372-4527

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:06/18/2025

  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.

  On 3/11/25 I went the ****************** in ******. I selected this site because on their website it said they took my insurance, ******. When I got to the clinic the MA told me that they did not take my insurance. I informed her that it says on their website that they do. She said they no longer take it. She did not take my insurance card from me. She said I can pay the cash price of $200 which I did at that time. A month later I got a bill from Multicare saying my insurance was billed $307 and I owe an additional $56.74. I called the ***************** to ask again if they take my insurance. The person who answered the phone said no. I told them the situation they said to call Multicare billing. I emailed through ******* the issue. I also called 6/17 and explained the issue. I told them they did not have authorization to bill my insurance or to bill for a higher price when I was told I was paying the cash price, which also meant I did not owe more money. I asked them to void their claim to my insurance because I submitted a superbill to my insurance two days later when I was told they didn't take my insurance. They refuse to void their bill and keep me at the cash price. This seems like a billing strategy to get more money out of people. $50 from many people adds up over time. They also said they had my information in their system from years ago. I told them they would have to get my authorization to bill. I didn't give authorization and they didn't ask for it at the time of service. On the phone today, the *** said each clinic is different and takes different insurance. I get that, and I was told mine was not accepted at the ****** location. I told them to make a note on my account that I will not be paying and I stand by that.

  Business Response

  Date: 07/02/2025

  Hello,

  Thank you for the opportunity to address **** ******* concern. We understand **** ****** frustration with her experiences following the visit at our ****************** Burien location. 

  After review and audit of **** ***** we concluded the following series of events that occurred:

  - ****** is accepted at MultiCare with limitations to plans and specific locations which are available online at *****************************************************************************************************************. **** ****** plan is not in-network with most MultiCare Puget Sound locations, which includes ****************** locations.

  - Coverage is still added as a patient who is still seeking care may accept billing even though the plan is out of network. Since there was coverage attached to the visit, MultiCare did ***************** plan, which processed the claim and applied the allowed amount to an out of network deductible. There is a signed consent to treat which does allow MultiCare to bill insurance coverage. 
  

  MultiCare has taken the steps below to resolve financial concern for **** *****. 

  - The initial payment from **** ***** at the time of service of $200 was meant as part of a set $250 flat rate for no insurance patients. If MultiCare did not add insurance, there would still be a balance of $50 expected as part of the $250 flat rate. Due to the inconvenience **** ******* experienced following her visit we adjusted off the remaining balance of $56.74. 
  

  Customer Answer

  Date: 07/09/2025

   
  Better Business Bureau:
  The company has made contact and I have returned the call.  I am waiting for a response to confirm resolution.

  
  I have reviewed the response made by the business in reference to complaint ID ********.
  
  Sincerely,
  
  ********** *****

• Initial Complaint

  Date:06/13/2025

  Type:Billing Issues
  Status:

  UnresolvedMore 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.

  M ****** is falsely sending claims to my insurance for the same services and using different claim numbers. I already paid the bill of ***** and now she has sent in a different claim number with different codes to make it appear that I need to be charged again but never once have I received a bill from the hospital for the day of my visit April 4th. I wanna know how they keep sending in claims but never once have mailed me out a formal bill? I dont owe anything because I paid already and I dont appreciate them continuously trying to mislead my insurance company in believing I still have services to be paid for when I went to the ** once. Id hate to see what these companies do to the elderly or people that dont watch their account closely and just keep paying these bills

  Business Response

  Date: 06/24/2025

  Thank you for the opportunity to address Mrs. ********* concern regarding her services on 4/4/25 at our Good Samaritan ***************************** Upon reviewing the encounter for Mrs. ******* and the provided material from her complaint, we have concluded the following occurrence.
  
  MultiCare sent patient billing statements for only hospital facility-based services, which include Emergency Room charges and other care. Reviewing the provided attachment in the complaint show the services being billed to Mrs. ******* is from the emergency physician's professional services, which is an outside contracted agency. 
  
  This information was provided to Mrs. ******* on calls to our *************************** on 5/14/25 and 6/13/25, which also confirmed there was no balance owing from MultiCare for services on 4/4/25.
  
  As per requested in the complaint, a detailed itemized statement was sent to ******************** on 6/23/25 to reflect a zero-balance owing. 
  
  If we can be of any further assistance, please dont hesitate to call **************** directly at 
  **************.

  Customer Answer

  Date: 06/24/2025

   
  Complaint: 23463541
  
  I am rejecting this response because: Im not disputing the charge for the hospital. I paid that. So if someone can please really understand and read what Im saying Im disputing both claims from the DOCTOR!!!!!! Why is she submitting the same services under two different claim numbers. One stated I owed ***** which I paid and you guys had to refund me because I actually didnt owe that. Then she submitted again same services rendered same service date but used a totally different claim number and that bill was an owing amount of ***** and some change. So this isnt about the hospital bill thats paid. This is about you guys not catching a claim for services being submitted twice by the doctor and running the same charges on my insurance multiple times. And everyone keep passing the **** but no one can give me an explanation as to why!
  
  Sincerely,
  
  ******** *******

• Initial Complaint

  Date:04/30/2025

  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.

  This company is fraudulently charging me. I have reported this to the company. They said they would investigate. They did nothing. Now they are threatening me with collections. This is illegal.

  Business Response

  Date: 05/16/2025

  Thank you for the opportunity to address Mrs. ******* concern. MultiCare does apologies for the delay in responding to her complaint. I have reviewed the services provider to her and attempts she made in contacting us and determined the following:

  Proper follow up was not made on her initial 3/7/25 request to have the self-pay balance owing. Action taken on 5/15/25 based this BBB compliant to apply a courtesy adjustment to the balance owing.  

  We sorry for the inconvenience this has caused Mrs.******. 

  
  

  Customer Answer

  Date: 05/16/2025

   
  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. The business has resolved the complaint. 
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:04/23/2025

  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.

  I have consistently been receiving collection notices from Multicare for a ER visit back in 2023. I dont know WHY Im receiving them a year to two years later but here we are. I have tried calling Multicare countless times but they either dont answer or the employees dont know how to help me. Then I call my insurance and they tell me they have paid Multicare so I relay that information to americollect. Then ************ says that Multicare hasnt notified them of this payment so that cannot be true. I need to talk to some people that actually know how to do their job because Ive been working on the bs for almost a year now and its the incompetence of the Multicare employees that has made this so difficult.

  Business Response

  Date: 05/16/2025

  Thank you for the opportunity to address Mrs. ******** concern. Upon Mrs. ******* initial complaint on 5/5/25, we noticed her account was pending a financial assistance application, which was approved on 5/16/25 at 100%. As of 5/16/25, financial assistance adjustments have been applied to all balance, even in a bad debt collection agency. Notification has been sent to the collection agency to advise there is no patient balance owing. MultiCare has a long standing order even prior to Washington State rule that any balances will not be report to any credit reporting agency. 

  We hope Mrs. ********* finds this response resolves this complaint. 

  Thank you, 

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

  
  

• Initial Complaint

  Date:04/03/2025

  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 went to the *** in 12/23. The never billed my insurance ******** and ****. A year after going to the doctor, I received a collection letter in the mail. A) Ive never had to pay a balance on doctors visits because I have a secondary insurance which is AARP. B) I called ******** and they never received an invoice from the doctor and explained that now its been over a year, they/I am not responsible to pay. Im worried this will ruin my credit score and want the corporation to handle this. But its impossible to reach anyone by phone. Ive written to them with no response. Im not sure what else to do.

  Business Response

  Date: 05/12/2025

  Thank you for the opportunity to address ************* concern and we apologize for the delay in responding to his complaint. Upon review of ************* services in the complaint, several billing statements were sent to the residence address on file prior to submitting the accounts to our collections business client. Reviewing the history of communication, it shows no contact had been received during the billing cycle between 12/5/23 and 4/7/24. It is important for customers and patients to contact our *************************** to address any billing concerns to prevent the possibility balances being submitted to collections.

  However, while investigating Mr. ******** concern, we did notice on the date of service his insurance cards were scanned into our system. This means there was insurance presented at the time Mr. ******* was checked in at his appointment.

  We apologize for this inconvenience and have recalled both Professional billing accounts from collections and have provided a customer service adjustment of all pending balances. 
  Thank you,
  

  
  

  Customer Answer

  Date: 05/12/2025

   
  Complaint: 23157171
  
  I am rejecting this response because: first off Im not a mister, second of all you never build ******** or AARP. You can send as many invoices as you want to me, but if you never bill my insurance, how can they pay their portion? I have ******** I have AARP and you never once sent them a bill I called them. I spoke to them. They said they never got anything from you. Thats your responsibility to build them not mine. You know that with ********, the patient cannot request a bill to be paid and that was on the **************** knew I had ******** and somebody in the office didnt invoice ******** I will not be paying until you invoice ******** and AARP and then you know what the policy is. The policy is when somebody has ******** and AARP. They are not responsible for the balance. 
  
  Sincerely,
  
  Zo *******

• Initial Complaint

  Date:03/27/2025

  Type:Product Issues
  Status:

  UnansweredMore 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 visited MultiCare Health System at *********************************** on January 10, ******* left pointed finger had infection and swollen that I needed a little incision to get the pus ****** about 2 weeks later, I received an invoice from MultiCare that the amount was $3101.60 minus insurance coverage of $659.58, and my responsible pay was $2442.02. And about 2 weeks later, I received a fee to the doctor from **************** Care Physician for $528.11.I paid these amount about the total of $3000 but I just could not comprehend the amount because it was too expensive. So I showed up at the **** ER and asked for the consent document and I found out that someone falsified my signature on that consent form. They are over-charging me by falsifying the service that I did not consent to and made the consent document without my signature on it. I would like to get my money back.

• Initial Complaint

  Date:02/24/2025

  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.

  Re: Multicare Acct #******, bill dated March 11, 2024. My chart was co-mingled with another **** ***** who resided in *****. Our billing statements, lab/x-ray results, and personal information were merged (HIPAA violation.) I have been trying to resolve this particular billing issue since July 2024. The bill was initially mailed to the other **** ***** in *****, who I understand is now deceased. After speaking to multiple people in multiple departments over the course of several months, I was finally contacted by a woman employed by Multicare who identified herself only as *****, phone # ************ on February 5, 2025. She stated a $90 payment had been made for this bill in 2024. Then she offered to refund me $90 for all of my trouble (her words) and asked if I still had a particular ********** account number. I informed her that card was not current. She assured me a check would be issued for the refund and would be mailed to me, and I gave her my personal mailing address. Two days later, I received a text on my phone from Multicare, stating the $90 had been refunded to the Mastercard number (the card I do not possess.) I have made several attempts to reach ***** to straighten this out and get the refund check mailed to me. I have called 6 times over the past two weeks, left messages, and have not received any reply. She is not taking any of my calls or returning any messages.

  Business Response

  Date: 04/17/2025

  Ref Case: 22959238 
  
  Thank you for the opportunity to address Mrs. ***** concern. 

  After an audit of Mrs. ****** we have concluded the below series of events occurred. 

  - The Guarantor address was changed based on a registration error. We found the typical method of confirming a patient using Name and Date of Birth located another Mrs. ***** record in error as there was another patient in another region of ********** with the same demographics. Our registration staff should be taking extra time and to detail in using other demographics, such as last four digits of SSN or residence location. This is an important measure of concern as MultiCare serves a vast region throughout *********** as there are possibilities of patient have the same name and birth dates. 

  Contact was made with Mrs. ***** to advise there was a courtesy adjustment of $90 post to the balance owning, which left a credit of $90 on the account from a prior self-pay (patient/guarantor). MultiCare guidelines are to refund the payments to the same method of payment it was received. In this instance, MultiCare refund the $90 to the same payment card (debit/credit), which is to ensure the payment will be returned to the same person(s) that made the payment.

  Mrs. ***** was advised that she can contact her banking institution or check the card used for a refunded payment. 
  
  Thank you, 

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

  PFE Manager

   

  Customer Answer

  Date: 04/17/2025

   
  Complaint: 22959238
  
  I am rejecting this response because:  The refund was issued to a card that does not belong to me.  I contacted my credit card company, and they have no record of any account in my name with that credit card number.

  I have been attempting to correct these records since July 2024.  At this point, I don't even care about the refund anymore.  I just want my records corrected.  (Please see the billing statement attached from March 2024.)  While the account number on the statement appears to be mine, my records were mixed up with another **** ***** in ******  The bill was sent to her (a HIPPA violation.)  I have tried to contact Multicare via email and phone calls countless times.  I have spoken to several several people in different departments at Multicare in an attempt to get this corrected, but it remains in error.  I am not ****** A *****-Cones (who I was informed is now deceased.)

  I don't understand why this issue cannot be resolved, and I don't understand the incompetence and lack of professionalism on the part of Multicare.  I have also filed a complaint with the ********************************

  
  Sincerely,
  
  **** *****

  Business Response

  Date: 05/12/2025

  Thank you for the opportunity to address Mrs. ***** continued concern. Per the initial response, the refund was returned to the same method of payment the payment was received which was a financial payment card via *******. Email correspondence was sent on 5/2/25 to Mrs. ***** to advise on our policy that refunds are issued in the same format as it was initially received.
  
  We also recommend Mrs. ***** provide any financial documentation which supports her initial payment transition. Upon receipt of the documentation, MultiCare further investigate Mrs. ****** complaint.

  Customer Answer

  Date: 05/12/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I cannot provide the documentation they are asking for as the refund was not issued to any credit card I possess.  The billing statement has also not been corrected and appears with another patient's name and address, which is a HIPPA violation.  I have been attempting to have these errors corrected since July 2024.  It is clear that this will not be resolved.  
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:02/21/2025

  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.

  My great aunt arrived to Good Samaritan around midnight on Feb 20th. When we arrived (my mother and I) the following afternoon at 2pm my aunt was in a populated hallway in the emergency department. She had not been admitted or offered a private room. She is insulin dependent, has a pacemaker, is hard of hearing and uses dentures. She is on state assistance and we had assumed that her case worker/ social worker should be informed that she'd been taken to the hospital. The hospital staff offered us no information about that. She wasn't offered water or food in the hours since she arrived at the hospital. She was told she'd be admitted but hadn't been at that time. She told us she'd been receiving her insulin but hadn't been fed while receiving the insulin (which I understand is dangerous for a person in her condition). There were medical supplies left open and used around her hospital bed, including a blood sample that were told was left by the pervious nursing staff. The staff were ******* around (like you find in a lot of emergency rooms) and yet they were talking to each other more often than not. One of the nurses even had her face mask pulled down covering her chin. While the nursing staff was somewhat diverse with several ethnicities represented there were no Black/ African American staff. Myself, my mother and my aunt were the only Black people in the ** that day (save perhaps an EMT). My aunt was not the only patient in the hallway but she was the only elderly Black hard of hearing patient. I was surprised that she was not offered an advocate or an interpreter. I do not want monetary compensation. I want better care for patients and working environments that allow nurses to do their work with care and precision. These medical professionals should not be so short staffed that patients are neglected as a matter of course.

  Business Response

  Date: 02/24/2025

  We will be following our policy for grievances received by reviewing the complaint/grievance and responding to the patient once the investigation is complete.

• Initial Complaint

  Date:01/10/2025

  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.

  Transaction date 9/24/2024 Payment of $136.60 I have no insurance and paid up front for visit. Called 12/13/2024- Put statement under review I received a text about balance on 12/30/2024. Called Billing and statement is still under review.Another statement in the mail. Called Billing and statement is still under review.

  Business Response

  Date: 01/16/2025

  Attached is the response to concern. 

  Customer Answer

  Date: 01/17/2025

   
  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:12/28/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 was approved by the *********************** for a surgery 9/18/2024 at Deaconess Hospital in ******* with the *********************. I am supposed to be covered in full and I keep getting g a bill. I have called every month since the surgery, I have talked to many people who assured me his would be taken care of. I even had the VA on a third line telling these people the confirmation of my approval. Now they are putting me into collections.