Complaints

This profile includes complaints for Lourdes Medical Center's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Lourdes Medical Center

  520 N 4th Ave Pasco, WA 99301-5257

• 

  Lourdes Medical Center

  7425 Wrigley Dr # 100 Pasco, WA 99301

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:01/15/2025

  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.

  On 1/30/24 I visited Lourdes family medicine and seen provider Dr. ***** *******. I was in for updated vaccines and he had asked if I wanted to do blood work. And to that I said sure it's been a while. And went downstairs and had my labs performed there at the center.Dr. ******* was being shadowed by a medical student that day and was very distracted by her, he talked to her more than he did me, the patient. He had submitted my bloodwork as diagnostic instead of routine. Being optional we were not diagnosing anything. I received a bill for $416.75 in June. Since then I have been going back and forth with them trying to get this resolved as my blood work is usually free of charge because it's preventative. Dr ******* input the codes incorrectly with his medical student and since I received my bill in June **** talked to my insurance about the it. His medical assistants had said in October it was to be resubmitted but when I call my insurance they say it was never resubmitted. Lourdes medical center hardly answers there phone and have given me several disconnected phone numbers to call while **** been trying to get it resolved.

  Business Response

  Date: 01/31/2025

  Good Morning.
  
  Please find attached a letter which is being sent via Certified Mail to the patient regarding her complaint. If you have any questions, you can reach me at one of the numbers below. Once we have come to a resolution, we will send it to you and the patient within the next 30 days.
  
  Regards, Suzi
  
  ******* Suzi *******-****, DNP, MBA, RN, CEN, CHC
  Interim Market Director of Risk Management
  Lourdes Health/Trios Health
  ****************************
  ***************/*********, ** 99338 
  Trios Office:  ************
  Lourdes Office:  ************
  Cell:  ************
  Email:  *****************************************************************************************************
  

  
  

  Customer Answer

  Date: 02/03/2025

   
  Complaint: 22754621
  
  I am rejecting this response because:
  I originally filed the complaint with BBB 01/01/25, on 01/06/25 I was contacted by Lourdes Customer Relations named ********* at *************** and she had opened a case with the business to get the billing codes corrected finally. On 01/20/25 ********* had called me back with the answer that they are proceeding with changing the codes and I should receive my new bill within 30 business days. 

  The response that Suzi from Lourdes had sent to the BBB on 01/30/25 has no mention of the current motions that have been put into place or about how my rebilling should already be in progress already. 

  At the moment there is no new submission or adjustment to the current claim with my insurance company made by Lourdes. Only after I receive the new billing statement will I be able to determine if Lourdes has actually followed through with what they have stated.

  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:10/24/2024

  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.

  On 8/26/24, I received a collection notice for a DOS of 7/6/2023, in the amount of $258.96. I had never received a bill or invoice from this provider until receiving this collection notice. I called to get a bill. From 8/26-10/10/24, I have called 4 times, requesting copies of all dates of service ********, including personal payments (copays and deductible payments), insurance payments and adjustments. To date, I have received copies of 3 of 8 DOS. It is completely unacceptable that I was not billed in the 1 year period between 7/6/23 and 8/26/24 and that the company turned this unknown charge over to collection. If they tried this with an insurance company, the insurance would deny for timely billing. A consumer should have the same rights. Medical companies should be made to bill timely. Further, when looking at the Lourdes portal, it shows that my amount due is $0.00.

  Business Response

  Date: 11/07/2024

  Complaint # ******** Re: ***** ****
  Complaint response related to billing.
  **** ***** is a patient at one of our clinics which generated the ****** bill after the patient had ordered labs completed. ******** paid his provider in full, but the lab bill was delayed getting to the patient because his insurance denied coverage. Where Mr. ***** states he was sent to collections needs some clarification. ******************* is our third-party vender for billing. Were Evergreen is associated with collections in **************** this is not the case here. Mr. ***** has received a bill in the amount of ****** for lab services.
  
  **** ****** MSN CEN RIMS-CRMP  
  Director Quality, Patient Experience &
  Infection Prevention
  Patient Safety Officer
  Interim Director Risk
  Lourdes Medical Center
  **********************************************************************************
  ************
  

  Customer Answer

  Date: 11/08/2024

   
  Complaint: 22468907
  
  I am rejecting this response because: 

  1) ******************** denied the claim, which is apparently the reason they have given for not sending a statement for these charges for 1 year and 1 month. I have attached my Premera Explanation of Benefits, dated July 15, 2023, showing that they did not deny benefits. Lourdes simply did not send a bill until over one year after service.

      2) My Lourdes Portal screenshot. This shows that I owe nothing. Had it ever indicated that there was a balance due, I would have made an inquiry about the balance. As there was and is as of today $0.00 due, I still wonder at the validity of this charge.
      3) A ****** search of "Is Evergreen Billing Solutions a collection agency?" The answer is - Absolutely. If they are stating that they are not a collection agency, then it is being used as a scare tactic, which, quite frankly should be considered harassment. Even the email address and phone number on the document are not useful. The email is an internal email address and the phone number usually is unanswered.  (Copy of returned email is also attached.)
      
  My wife and I have excellent credit. We pay bills timely. We cannot be held responsible for payments on bills NEVER sent. We have been at the same address and get mail without issue. 
  
  According to the Lourdes portal, which they encourage using to track appointments, test results and payment/payment processing, I owe nothing. We have asked repeatedly for copies of all **** on all accounts, including the charge, co-pays, insurance payments and insurance adjustments. We have only received 3 DOS. I have been to Lourdes more than 3 times in the past 2 years - again, I have asked for all DOS.  I have only been a patient of Lourdes for 2 years. I don't understand why I have to ask for a history of charges and why it wasn't sent immediately. 
  
  Simply put, if they were to submit this charge to insurance 1 year+ after the **** it would be completely denied because of timely filing. 
  
  I am happy with the doctors and care at Lourdes, but should not be held responsible for charges that I am unaware of and that are billed literally years after the fact. 
  
  For reasons of transparency, I am letting you know that I have also filed a grievance with the Washington State Attorney General. 
  
  Thank you for your help,
  **** A *****
  ************
  
  
  
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:03/30/2023

  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.

  My wife was checked in, and her ring never was written down as a item. I contacted the ******* ************* and they never showed me the video of us coming in, which showed she had the ring. They won't accept responsibility, and finally after a year, the director finally contacted me. If it was a open and shut case, it would have been done long time ago. They are covering it up.

  Business Response

  Date: 04/10/2023

  Thank you for the opportunity to respond to this patient issue.  Im sorry for the delay in our response.
  
  Over the past year, our organization has had several contacts with *************** regarding his wifes misplaced ring.  During those conversations, we have indicated that we had no record of the ring ever being onsite.
  
  I am the Interim Director of Quality here at Lourdes Health.  Upon becoming aware of this situation, I reviewed the previous documentation and asked that our staff review the chart.  We found the document, signed by ***************** at admission, listing all of her personal belongings.  Those belongings included various clothing items, earrings, but no mention of a ring.  Upon discharge, **************** signed a document indicating that all of her belongings were returned with no exceptions.  This is our usual and customary process to ensure all patient belongings are identified at admission and accounted for at discharge. 
  
  I shared this information with ****************, by phone, and followed-up with a letter which included these signed documents and an itemized list of the belongings.  I expressed that I hoped ***************** was feeling better and expressed sorrow that the ring was misplaced while also indicating the evidence indicates the ring was never on-premise or in the hospitals possession.
  
  I hope this information meets your needs.