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 has 50 locations, listed below.

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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

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  MultiCare Health System

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

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  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:02/08/2024

  Type:Billing 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 have called multiacre 5-6 times now to have them add my wife's insurance in additional to my own insurance for the birth and NICU stay for my child. I was just informed by a radiology provider that they still have not added my wife's insurance in their system. I have called them 2 more times and requested a call back on both occasions, which has not occurred now 4 days later. The fact that I have not received an explanation of benefits from my wife's insurance p[rovider tells me they have not billed them at all and I am now receiving second notices on the same bills which have only been billed to my insurance.

• Initial Complaint

  Date:02/02/2024

  Type:Customer Service 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.

  Need to speak to business office. Placed on hold for hours. Left callback number but no call back.No email. No way of getting them to answer phone. Staff told me months ago that they did not hire back the ***** firings. Staff incomplete.

• Initial Complaint

  Date:12/23/2023

  Type:Billing 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.

  In February of 2023, my daughter was taken to see an eye doctor in the Multicare system. Charges for my daughter's appointment have repeatedly been billed to the wrong primary insurance despite months of calls indicating that my insurance is to be billed primary over my husband's. Every time I call they insist they are doing what I ask, yet I keep getting bills saying that the visit wasn't covered because I have another primary insurance and I owe them for the visit. I log in, and I see no balance due. But month after month, I keep getting these letters, keep calling about them to ensure insurance is being billed correctly and we do not owe, and nothing gets resolved. I will not pay for a visit when my insurance covers it but the health system continues to bill it incorrectly!

• Initial Complaint

  Date:08/08/2023

  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.

  On April 17th, 2023, I received treatment from Multicare. I was told that I needed to make a prepayment $470.51 to receive treatment. I had called my insurance company ahead of time and they had told me treatment would be covered in full. When I told the receptionist this, she said I still needed to make the prepayment and would be refunded if insurance then covered the amount. This exact same situation happened on June 13th, 2023 in the amount of $750.The chat messages about my refund are attached. I have also made several phone calls.I am owed a refund of $327.64 and the billing department refuses to reimburse me. I received recurrent care as a recent mom, so it is likely that I will have open claims. That does not give them the right to keep my money from me for four months. Any help would really be appreciated.

• Initial Complaint

  Date:08/02/2023

  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 4/30/2023 I went to a multicare clinic. I gave them all my insurance info and they agreed to bill ****** Health Care. I have received multiple bills from Multicare since then and have called them 4 times - I was told they would bill my insurance but that hasnt happened. Now they are threatening to turn this over to collection. This is harassment.

  Customer Answer

  Date: 08/22/2023

  I finally received a note on my MultiCare MyChart account from ****** in the **** of patient financial experience revenue integrity (Im not making this up ) that said they reviewed my account and that my insurance had been billed.  I did manage to confirm this with United Healthcare 

  thanks

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

• Initial Complaint

  Date:07/19/2023

  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.

  Some months ago, I had visited an ****** care center operated by Multicare in ******* **, where I was examined by a person who I was unsure if they were a doctor, or an assistant, but they were in such a hurry to get me in and out of there in ***** minutes, talked so fast, seemed very unexperienced, that I was shocked. Anyway, in my health plan I owe a $40.00 co-pay for that visit. Due to my inability to pay this fee all at once I have been making payments of $5.00 a month since time of service. I am on Social Security, so my income is VERY limited, and due to the high cost of ********* down to eating 1 meal a day, visiting food banks and trying to get by. I was able to get my outstanding balance down to $25.00 left owing, when on approx. 07/17/2023 I received a notice from a collection company for that outstanding $25.00. Also, on a website app of Multicare it showed my balance being zero dollars now, so I was confused as I was not finished paying off my debt. I find it very hard to understand why Multicare would turn over my account to a third party without even contacting me, and to all people a collection company. I assume this was done out of spite and just to be downright mean!! I mean, come on, I owe $25.00.I assume they know as the collection company does that they cannot collect from someone with no income from employment and on social security, so I assume they are trying to damage my credit with this action, as I tossed the collection company's letter in the garbage, and sent Multicare a contact notifying them of my intent to complete my payments, but they were going to have to call off this collection company at once, and allow me to complete my payments, if they wanted me to finish paying off this "outstanding debt". since they never helped me with financial assistance, and what I found on my own was an absolute nightmare to try and contact regarding financial assistance. I informed Multicare I was not going to waste any more time on this matter.

  Customer Answer

  Date: 08/09/2023

  Multicare did respond to me directly on 07/27/2023 by telephone and email.  They apologized for the incorrect statements made to me regarding being sent correspondence by mail demanding I pay off the $25.00 balance immediately and for turning it into collections.  I now have a zero-balance owing and they recalled ********************** demand in their attempt to make amends with their un-business-like actions. I accepted this action, and I am pleased.  If you would like I could forward the email to you, they sent stating that I owe nothing now and the $25.00 was written off.  I thank you for your help and assistance anyway.

• Initial Complaint

  Date:06/13/2023

  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.

  1/6/22: I had an annual physical (seen by **********************, MD). took all my vitals, called in updated prescriptions to my pharmacy ********** in ******, **), spoke about current medical concerns (had my moles and freckles checked) and past history, I advised I had just had bloodwork done with State Farm and provided that for the file copy. Advised that my PAP was overdue, she didn't have time so we scheduled for 1/18, she said all else was good for the yr. Multicare didn't **** ********** for the annual (which is covered 100%), they ****ed me $261 for a 'get to know you visit', not covered by insurance. 5/17/22, I paid $100 towards it while they researched my dispute that I had a physical and to re**** BlueCross. 6/8/22 left v-msg. 6/12/22 sent msg thru MyChart. 6/28/22 ******* @MultiCare left detailed v-msg saying my concerns were fwd'd to "patient relations" and I would be getting call back. I never rec'd a return call but 10/27/22 rec'd COLLECTION NOTICE. I called and spoke to ****** @MultiCare about collections notice (I was very upset). I also told her BlueCross spoke to ***** @MultiCare before our c and told him to correct ****ing to annual and it would be paid 100%. ****** said she would fwd issue to her supervisor to have it recoded/re****ed and the collection notice rescinded. I considered it handled. 6/10/23 (almost a year later!) I received a collection notice AGAIN for the same aforementioned ****ing error on their part.

• Initial Complaint

  Date:06/07/2023

  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.

  Healthcare provider located in ******************************************************************************************************* requested to fulfill *********************************** prescription. The Express scripts team via BCBS ***************** has tried several times to authorize the prescription by sending questionnaire via fax to the **** Bridge's Pediatrics main office. ******************* has not responded. Parents of ******** were told by a nurse called ***** that the insurance rejected the request. ********* mother called the insurance to ask about this and they told her that the ********** has been neglecting the task to respond to the insurance. The nurse made false claims saying that the insurance has rejected the request to fulfill the prescription. ******** is struggling at school and at home and he is now affected emotionally and psicologically.

• Initial Complaint

  Date:05/11/2023

  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.

  I had upper chest collar bone area pain and went to there clinic. 1) The ** didn't diagnose correctly, saying there is a rash. There is no rash, I kept telling her it's the **** left from the pain-relieving patch. They took the wrong Xray and asked me to see my primary doctor. My primary doctor later prescribed a collar bone xray. 2) When taking the chest Xray, they forgot to offer me to wear the Xray blocker on my neck to protect my thyroid. This exposed me to extra radiation!!! I'm already not healthy enough for my age. 3) They sent me to collections, and need to reverse that!For these 2 reasons, I'm asking a billing adjustment from $81 to $0 on my part, because the insurance has paid $206 and I paid $15 in office already.

  Business Response

  Date: 05/24/2023

  We now have the patient's complaint and will reach out to him to resolve.  

• Initial Complaint

  Date:04/10/2023

  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.

  On January 9th around 6 pm, my pregnant wife began to bleed vaginally. Out of concern for both the fetus as well as my wife, we drove to the nearest emergency care provider in nearby *****************. The facility is operated by MultiCare. Upon entering the facility, I explained the bleeding concern and asked the front desk receptionist whether the facility could perform an ultrasound as we would have driven to another better-prepared emergency facility had the answer been no. The receptionist replied yes. However, after having been admitted, we learned that the ultrasound could not be provided by anyone onsite. The facility didn't even have anyone who could perform fetal heart monitoring. They took my wife's blood pressure, had her urinate, drew ****** and left an IV needle in her arm (unattached) just in case. But that was the end of their care. They paged an ultrasound technician, and then we waited ... and waited ... and waited. No other checks were performed, and I had to go out into the hallway to ask about status on multiple occasions. By 11 pm (over 4 hours later), it was clear that no doctor was coming. They indicated that the doctor finally answered the page but provided no ETA. This is supposed to be an emergency care facility, but nobody seemed to consider this an emergency. We decided to leave and travel to St. ******** hospital in Tacoma where my wife received proper care. Before we left the ***************** MultiCare, we were told that they could not take out the IV needle without me signing a form ack***ledging that it was against medical advice. How ridiculous. We didn't even have anyone check on her in the four hours we were there. Additionally, there was no food or water provided, and they were expecting us to wait indefinitely. The whole mess was grossly unprofessional and irresponsible. Had my wife lost the pregnancy, there would be legal ramifications. They (hospital + doctor) *** ask us to pay for service that was not provided.