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BBB Accredited Business since
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This company offers physician health care services.
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A BBB Accredited Business since
BBB has determined that Virginia Mason Medical Center meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 13 factors. Get the details about the factors considered.
Factors that raised the rating for Virginia Mason Medical Center include:
- Length of time business has been operating
- Complaint volume filed with BBB for business of this size
- Response to 3 complaint(s) filed against business
- Resolution of complaint(s) filed against business
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||0|
|Total Closed Complaints||3|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
Licensing, Bonding or Registration
This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.
These agencies may include:
Business ManagementMr. Gary Kaplan, MD/CEO Jennifer Bradley, Director
Health & Medical - General General Medical and Surgical Hospitals (NAICS: 622110)
Alternate Business NamesVirginia Mason Dept of Plastic Surgery
1100 9th Ave
Seattle, WA 98101 (206) 223-6938 Directions
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Additional Phone Numbers
- (206) 223-6938(Phone)
Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
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Read Complaint Details
Complaint: On 7/30/15 I called Virginia Mason to inquire about the process of having a surgery pre-approved by my insurance company. I spoke with Julie the scheduler in the provider's office who told me I should come in for an initial consultation, then they would send out for pre-authorization to find out how much my insurance would cover. I followed all those steps, and on 10/2/15 Julie called me back to tell me my pre-authorization came back saying my insurance would pay for 100% of the surgery costs after my $1,300 deductible was met. She said "pre-op appointments, everything for the surgery, and post-op appointments, everything will be covered 100% by your insurance after your deductible is met." I repeated back to her "so if I understand you correctly, you are saying I will only have to pay $1,300 for the whole procedure, nothing more?" She agreed and let me know I had between 10/15/15 - 12/31/15 to have the surgery. I scheduled for 10/21/15 and again verified that the full cost to me would only be $1,300. In November I started receiving EOBs claiming I owed VM close to $5,000 for the surgery. I thought maybe Julie had read me the wrong pre-authorization, so I called her, asked her to look at my file and reiterate what my pre-authorization said. She again said "Insurance will pay for 100% after your $1,300 deductible is met," and I again repeated back to her what she was telling me and she agreed. I thought maybe the problem lied with my insurance so I have been in touch with them. They told me their pre-authorization only said "surgery is approved based on medical necessity" and the cost to me would be 20% coinsurance after my $1,300 deductible was met (they would only pay 80% not 100%). They verified no one ever contacted them to find out how much I would owe after surgery. I feel manipulated and helpless because I followed all procedures the hospital recommended, trusted the staff's expertise, and now I am stuck with a bill that is 4x what I was anticipating.
Desired Settlement: I want Virginia Mason to honor the $1,300 total that their staff communicated on multiple occasions would be the only charge to me. I would not have had the surgery had I known it would be so much more, so I feel deceived and it leaves an awful taste in my mouth for VM as a whole. I want this kind of communication between staff and patients to be investigated so that it is not something that happens on a regular basis as a means of bringing more "suckers" in.
Business Response: Patient is already in contact with our office and the Director of the department. We will work with her to understand her concerns and come to a resolution. She likely has the number but she can always call 206 223 6616 if she is in need of more information
Read Complaint Details
Complaint: On 5/12/14 an invoice was generated, in error, by Virginia Mason for $801.00 on Invoice number ** for anesthesiology. The invoice was subsequently paid by the patient on 3/25/15 with patients check # 536 (copy available upon request) After multiple phone calls and emails the invoice was reversed on 4/9/15 by Virginia Mason . Virginia Mason has to date not issued a refund for the $801.00. Virginia Mason needs to issue the refund for the $801.00. See Virginia mason Ref. # **********
Desired Settlement: Virginia Mason needs to issue the refund for the $801.00.
Read Complaint Details
Complaint: Have now received and paid 4 bills for the same service. Called twice now to remedy issue. Talked to customer service today and informed again that they will correct. Service on 4/12/14 for an ultrasound. First bill I have is dated 7/20/2014 for $312 and it was paid on 7/31 Bill amount was $312 paid amount was $312 Second bill came on 7/26/14 showing $108 charge pending with insurance for this same service. Third bill came on 8/17/14 that included other services and showed the $312 payment pending with insurance. I was uninsured at the time so not sure how this could be. I paid for the other services on is bill Fourth bill came on 8/23 for $108 that was the price if it were billed through my previous insurance carrier. This bill never should have come. I paid it anyway. Fifth bill came on 9/14/14 for $312. I called on 9/22 and they told me they would correct the issue. Sixth bill came 10/12 for $624 now for this same service. Called today and they told me again they will fix the problem and send me an updated bill. This process is completely unacceptable and I believe intentionally criminal. This would have never been called out and caught if not for me tracking. They would have sent me to collections for false bills. This practice must be stopped and the general public must be notified of their practices.
Desired Settlement: Refund for overpaid expenses $108 plus interest. A complete review of their billing practices by an outside agency at Virginia Mason expense to ensure that this is not an isolated incident as it feels like this billing practice is policy. full admission of guilt.
Business Response: Initial Business Response /* (1000, 5, 2014/10/31) */ October 30, 2014 *** ***** ***** *** *** *** S **** Seattle, WA XXXXX Re: *****, ******* Account: XXXXXXX BBB case: XXXXXXXX Dear *** *****: Thank you for your recent inquires to our Patient Relations department and to the Better Business Bureau. I appreciate your patience as we researched the transaction activity on *******'s account. The following summarizes the activity on *******'s account by date of service: Date of Service: 4.12.14 Total Professional Charges $108.00 These charges were initially billed to you as we had no record of insurance. On 7.22.14 ******* requested we bill the services to United *********** ****** denied the claim as coverage had terminated. We then balance billed you. On 8.29.14, we received an on-line payment in the amount of $108.00. Balance due = $0.00. Total Facility charges $312.00 These charges were initially billed to you as we had no record of insurance. On 7.22.14 ******* requested we bill the services to ****** *********** ****** denied the claim as coverage had terminated. We then balance billed you. On 9.22.14, you contacted our office and requested we bill ******** ******* denied the claim as 'unable to id' for that date of service (your benefits were not in effect until 4.13.14). The balance was then billed to you. Balance due = $312.00. Date of Service: 7.02.14 Total Professional Charges $410.00 These services were billed to ******** ******* paid $119.40 leaving a patient responsibility of $290.60. On 8.1.14 we received an on-line payment from you of $290.60. Balance due = $0.00 Total Facility charges $737.00 These services were billed to ******** ******* paid $397.52, leaving a patient responsibility of $339.48. We received an on-line payment from you on 8.1.14 in the amount of $312.00 and an additional $27.48 on 8.23.14. Balance due = $0.00. I have attached a spreadsheet with this information for your records. If you believe you have made additional payments beyond what we reflect, please contact me directly with copies of the payments so I can investigate further. Based on the information at hand, it does appear there remains an outstanding amount of $312.00. I am very sorry for the frustration you have experienced with the billing process. It is never our intent to create more complexity to the already complex process of healthcare billing. To acknowledge your frustration, I have requested the billing office adjust the remaining $312.00 outstanding. As of today, the balance on *******'s account is zero. I hope this information provides the clarity you were requesting. Please feel free to contact me should you have any additional questions, etc. Respectfully, ** ****** Manager, Revenue Stream Operations ************ *********@virginiamason.org Initial Consumer Rebuttal /* (2000, 7, 2014/11/03) */ (The consumer indicated he/she ACCEPTED the response from the business.)