Complaints

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:04/15/2025

  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.

  **** Washington continues to bill for ** services provided by ************* on 3/26/24 even though I paid this bill months ago. I have called and emailed numerous times with no resolution

  Business Response

  Date: 04/17/2025

  Dear ***** ***** and Better Business Bureau,

  
  Thank you for bringing this matter to our attention. We have reviewed the dispute submitted by ***** *****, BBB Case # ******** - Mary Washington Hospital regarding the balance due of $40.05 on their account.

  
  Upon investigation of the attached statements and cancelled check provided by ***** *****, we found that the attached billing is for services provided by the Emergency Room *********. Please note that this billing is not processed by our office. Therefore, we are unable to assist with this particular billing issue resolution.

  
  We kindly advise the patient to reach out directly to the billing office responsible for the Emergency Room ********* services. That contact information can be found on the statements that ***** ***** submitted for review.

  
  We apologize for any inconvenience this may have caused and appreciate your understanding.

  
  Sincerely,

  
  ***** *****
  Mgr Self Pay Operations
  

  
  

• Initial Complaint

  Date:11/11/2024

  Type:Customer Service 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 was hospitalized three times in ER and in the hospital but they still couldn't treat me.because they don't care to read a patient's history and don't want to waste their time to ask or to listen.I looked at my chart that they have reported another person's reports in my chart. They better have the answers for their repeated mistakes.

  Business Response

  Date: 11/19/2024

  November 19, 2024
  
  
  **********************************************************************************
  ************
  *********************************************************************
  ******* ***** | Better Business Bureau | Phone: ************
  
  RE: BBB Case 22542698
  Date of Service at ******************************* Healthcare 11/12/24
  BBB contact **************
  ***************************************************
  enter code: 71209126C4591
  
  Consumer Info:
  ********, Worishmin
  *****************************
  Fredericksburg, VA 22401
  ************
  
  Dear Ms. *************** am writing in follow up to the grievance submitted on November 12, 2024 by the BBB, as it relates to *********************** complaint regarding Mary Washington Hospital. 
  
  We received the consumer complaint as follows:
  I was hospitalized three times in ER. In the Hospital they couldn't treat me because they dont care to read a paient's history and dont want to waste their time to ask or listen. I looked at my chart and they have reported another persons roport in my chart. They better have the answers for their repeated mistakes.
  
  Because of the concern expressed, an investigation was conducted by Regulatory Affairs in collaboration with our Master Patient Index Specialist. **** Washington Healthcare prides itself of treating all members of our community.  In response to the complaint that there is another persons report in Ms. ********** medical record, a review of the medical record resulted in no findings or evidence in the chart that there is another patients information included.  Based on the review, with the limited information we have, there is no evidence to support the allegation.
  
  Please let me know if there is anything further I can do for you,I can be reached directly at ************.
  
  Cordially,
  
  ****** M. ******
  
  ****** M. ******
  **** Washington Healthcare

• Initial Complaint

  Date:11/02/2024

  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.

  Complaint Against Mary Washington Hospital Negligent Treatment of Hope *. *******, 10/31/24 I am filing this complaint regarding my mother, Hope *. *******, who experienced shocking neglect and trauma under the care of Mary Washington Hospitals ER staff, including *r. * ******* *****.Upon admission, my mother was scheduled for a CT scan due to worsening symptoms. *espite following prescribed antibiotics, her condition declined. Staff showed poor coordination and communication about her treatment, particularly when administering a contrast medium, which led to severe *******************, without sufficient monitoring or assistance ************ mother provided a list of her medications, but the staff failed to consult it, resulting in inappropriate treatments, including ineffective ****** for nausea and overly strong ********, which overwhelmed her system. This disregard for her medical history was negligent and detrimental to her well-being.When informed of her discharge, the nurses tone was dismissive, suggesting she manage her worsening symptoms alone. In her weakened state, my mother was rushed out, without proper support or attention to a bleeding IV site. When my *ad arrived to pick her up, she was still vomiting and visibly distressed.This traumatic experience has left my mother in a worse condition than when she entered, and she now suffers from severe anxiety due to the mishandling of her care. Her distress was completely avoidable and reflects a severe lack of empathy and professionalism.Requested Action:A formal apology to my ************* of *r. ****** actions and involved staff.Enforce protocols requiring staff to consult patient medical histories and medications.Additional training for compassionate patient care, particularly for elderly patients.This experience has severely impacted my trust in Mary Washington Hospital. Immediate corrective actions are essential to ensure no other patients suffer similarly.

  Business Response

  Date: 11/22/2024

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

• Initial Complaint

  Date:06/16/2024

  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.

  The Fredericksburg Emergency Medical Alliance billed me for services that my attorney has been disputing for 2 years now. They refuse to answer their phone or email and now have turned this into a collection they gave to a company called RMP.

  Business Response

  Date: 06/18/2024

  The Fredericksburg Emergency Medical Alliance (FEMA) of Fredericksburg is an affiliate of **** Washington Healthcare and is a separate entity from **** Washington Healthcare.  Our billing is separate from theirs and they must be reached separately for all billing concerns.  If you have been unsuccessful with reaching them by phone, I would suggest reaching out to them on their website at ************************ at their "Contact Us" link and complete the necessary form for them to follow up with you.

  **** Washington Healthcare is unable to address billing complaints for other companies.

   

  Thank you,

   

• Initial Complaint

  Date:03/30/2023

  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.

  On December 16th 2021, I went to ******************************* ************************ to have a mammogram. The procedure was completed and the ******************************* employee who coded the billing for my insurance coded it incorrectly. I have been in contact with my insurance company Cigna and also ******************************* billing. The employee who did the coding coded it under the radiologist NPI # who was not in network instead of filing it under the facility NPI number. ******************************* continues to send me a bill of $1043 for what should have been a free mammogram.

  Business Response

  Date: 04/05/2023

  Thank you for reaching out to ******************************* Healthcare (MWHC) regarding this concern.  I have reviewed your concern and determined that the original billing complaint is with Medical Imaging of Fredericksburg (***) who provided this service and is responsible for fixing this billing issue.   As your account was sent to MWHC for collections, I have placed this account on a bill hold.  Yesterday, I reached out to *** regarding a corrected claim to your CIGNA insurance.  It appears that *** did resubmit a corrected claim with the correct NPI ********** for provider Medical Imaging of Fredericksburg upon your initial request however, CIGNA still denied the corrected claim as they processed it under the rendering provider instead of the facility.  Today, a *** representative reached out to CIGNA and spoke with a CIGNA claims representative named *****, ref #**** about the corrected claim that was previously submitted and denied.  ***** reviewed this and advised the *** representative that they will reprocess this claim accordingly and to allow 10 business days for reprocessing.  Please note, that MWHC does not report accounts in collections to the credit bureau.  MWHC collections department will continue to keep a hold on this account until we have heard back from your insurance on this claim. You may also contact your CIGNA insurance company directly regarding this claim.  Again, thank you for reaching out to us regarding this matter.

• Initial Complaint

  Date:03/15/2023

  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.

  My father passed away last November of 2022. He has one last remaining bill with the total of $312.99. I have called Mary Washington Hospital several times to request to write off the bill. The billing department staff told me that they are willing to write it off with a proof of my father's death certificate. I sent the copy to them. The second staff whom I spoke to her stated that I am required to pay my father's bill. I told them that is against the will. They cannot do that. They sent me a bill with my mother's name. My mother is not US Citizen and she is unable to access my father's account. I have sent the forms and a letter with notarized that my mother is unable to pay the bill due to my father's account that her IDs were expired. She is unable to access anything. I have not heard back from them. No phone calls or anything. She is no longer living in Virginia. She is staying with me. So I would like for them to write off the bill as requested. Thank you for understanding.

  Business Response

  Date: 03/20/2023

  Thank you for reaching out to ******************************* Healthcare regarding your fathers remaining outstanding medical bills. ******** recognizes the doctrine of necessaries, which provides that, even if a spouse does not agree in writing to pay his or her spouses medical bills, an implied contract is created requiring a spouse to pay for goods and services deemed necessary for the other. Medical services provided by a hospital are considered necessaries and a surviving spouse can therefore be required to pay them.

  
  However, ******************************* Healthcare understands that your mother may need help with paying these outstanding bills.  At **** Washington Healthcare, we believe that everyone should have access to the healthcare services they need, regardless of their ability to pay or insurance status. For this reason, we offer ***************** Assistance Discounts.  Your mother may be eligible for this help with your fathers your hospital bills.  I have attached a MWHC Financial Assistance Application for your convenience.

  
  If you have questions, please contact us at ************ or ************ or visit us at mwhc.com. We are here to help.  Our Financial ********************** can review your account and determine what assistance we can offer. We will first check to see if your mother qualifies for financial assistance (also known as free care). If not, we will see if she is eligible for available discounts.  If the bill cannot be paid in full, we can work out a payment plan that fits her budget.  You may also visit our Frequently Asked Questions (FAQ) page at mwhc.com to learn more about financial assistance. 

  
  Again, thank you for sharing this concern. Please have your mother complete the enclosed application and return it to the corresponding address with all required income verification forms.  We will complete the review within 30 days of receiving a completed application for financial assistance.  If you have questions, you may contact us at ************ or ************.  We look forward to hearing from you soon.  

  Customer Answer

  Date: 03/20/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *************************
  
  
  
  
  

  Customer Answer

  Date: 03/23/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  

  I rejected it because I did fill out the form with the letter with notarized.  Please see the enclosed the copy of the letter.  I did not hear from them since I spoke to them in January. 

  With this situation I feel that they forced me to pay out of my money to pay one time bill. I would like a refund once it is resolved. 

  
  

  Thank you for your time. 

  
  

  
  
  Regards,
  
  *************************
  
  
  
  
  

  Business Response

  Date: 03/23/2023

  Thank you for your response and for the attached letter indicating your need for help with paying the bills in question.   In order to write off the balances based on financial need; a completed ******************************* Healthcare Finanancial Assistance Application must be submitted with required proof of income documents.  Please complete the application that was previously enclosed, sign it and return it to ******************************* Healthcare with any and all required documents.  I thank you for your prompt attention to this matter.