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Business Profile

Hospital

Providence Health & Services

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Providence Health & Services's headquarters and its corporate-owned locations. To view all corporate locations, see

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Providence Health & Services has 157 locations, listed below.

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    Customer Complaints Summary

    • 92 total complaints in the last 3 years.
    • 29 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/16/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 an appointment with DrStapleton on 9/15/2023 to get a steroid shot or to discuss this. However the evening before and the day of I was having problems with *** I called them in the morning and told them I could come in because of this problem. They told me I had to give them more notice and for not coming in t owed $*****. I called them and thought this was over But recently I received a bill from ************************* in the *** of *****. So now they are causing me problems with my credit score. My income is $1573.00 from SS. I do not have any income that is not going to bills. Please help me

      Business Response

      Date: 04/18/2025

      Dear BBB,

       

      Thank you for this communication.  A Providence Health and Services representative recently spoke with our patient to let them know that Dr. ********* is with ****************** and is not a Providence Physician.  Our patient currently has a zero balance with Providence. 

      Our patient appreciated the update and thanked us for the call.

      Please let me know if you need anything else.

      Sincerely,

      *** *******

      Customer Experience Manager

      ********************************************* and ********************

    • Initial Complaint

      Date:04/14/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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 first initial Medical Records Request was on March 2 or 3rd. I received an email stating it was returned due to missing information. On March 17th, I submitted a formal medical records requests after my March 3rd one was returned. After filling the medical records requests, I did not hear back. I emailed for a status request, and was told to call ************ and that the email would soon be retired ******************************************************* and the new email is ************************** I re-submitted my request with this information. When i called, I asked for a status update and they said they never received my March 17th one and that the email is rarely checked despite the instruction on the providence website stating to use that e-mail. The employee refused to give me additional information on how to file, and hung up on me.

      Business Response

      Date: 04/17/2025

      Dear BBB,

      Providence Health and Services apologizes to our patient for their experience when requesting medical records.  A ********************** representative has left a voicemail for our patient with call back information, and we kindly request our patient contact us at their convenience. 

      Our patient may also find information about medical records requests at our web site:   **************************.

      Please let me know if you need anything else.

       

      Sincerely,

      *** *******

      Customer Experience Manager

      ********************************************* and ********************

       

      Customer Answer

      Date: 04/18/2025

       
      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.

      **** *. was beyond helpful with making sure I had what I needed. Thank you.

      Sincerely,

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

    • Initial Complaint

      Date:04/07/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      10/25/24, I had a medical visit which costed $221.15 after insurance. The bill was Guarantor ID # ******** Oct 24/2024.I made the payment via my HealthEquity account. The claim number is 20246243-0038.Base on the information provided by HealthEquity, the payment was cleared at 1/30/2025. HealthEquity told me the payment check number is ********. And the check was already cashed. HealthEquity also fax the proof to Providence Health & Services directly. However, Providence Health & Services still keep sending me the bill again and again. Providence Health & Services said they didn't receive the payment. To avoid the potential collection, I have to pay the bill again by myself. The payment confirmation number is PA-3982-8997-1481.HealthEquity refused to refund since the check was already cashed. I am trying to get the refund from Providence Health & Services.

      Business Response

      Date: 04/10/2025

      Dear BBB,

       

      Thank you for this communication. Swedish Health Services did locate the duplicate payment from our patient. The payment was refunded back to our patient's credit card on 4/9/2025. Please allow 5 days for the refund to process.

      A Swedish health Services representative has left a voicemail with direct contact information if our patient should have any follow up questions.

      We apologize to our patient for any inconvenience in their resolution of this concern.

      Please let us know if you need anything else.

      Sincerely,

      *** *******

      Customer Experience Manager

      ********************************************* and ********************

      Customer Answer

      Date: 04/10/2025

       
      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:03/27/2025

      Type:Order Issues
      Status:
      Answered
      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 my annual exam 3/19 at ******************* with ** ******** who is an excellent physician and great person. This is a 100% preventative covered service. I asked ** ******** to renew a prescription for *********** which the physician **** asked me about before I met with the doctor. Swedish submitted an additional $303 charge as "toenail fungus treatment," according to Regence, which is not covered at all. There was no "treatment" which had already been done separately by a podiatrist. My guess is that Swedish uses AI to scrape the doctor's notes looking for any way to assess additional charges however unwarranted or fraudulent like this most definitely was. This should be a crime as there is no governing agency to regulate this unscrupulous behavior. I spoke to Swedish 2 days ago and their response was to tell me via an impersonal auto-message that I can apply for financial assistance which is insulting and no admission or acknowledgement of what actually happened.The PA also asked me about renewing a *********** prescription and I'm shocked I did not receive a separate charge for that.Swedish will claim that upon registering for my appointment, I signed a form attesting that my annual exam did not permit discussing a "problem." Renewing a prescription is not a "problem" and it is unconscionable to assess $303 for such. To repeat, the PA asked me about the medications in my record before I met with the doctor. Furthermore, months before, I tried via ******* to contact **. ******** to renew the prescription but that message was intercepted by a bureaucrat who told me that was a new problem and would require an office visit, presumably at $303. As I already stated, THIS WAS NOT A NEW PROBLEM AS THE PRESCRIPTION WAS ALREADY LISTED UNDER MY PROFILE.These greedy BUSINESSES are mostly unregulated and, if you read online reviews, Swedish has assessed spurious and outright fraudulent charges to many patients, many of whom, or their insurance, just pay

      Business Response

      Date: 04/16/2025

      Dear BBB,

       

      Thank you for this communication. We recently emailed our patient with an update that we have requested a second level coding review by coding leadership (supervisors/managers,) as well as our coding compliance team to verify whether a coding error has occurred as the initial prescription was written by another provider.

      We will follow up with our patient once the escalated review has been completed.

      We apologize to our patient for any inconvenience in their resolution of this concern.

      Please let me know if you need anything else.

       

      Sincerely,

      *** *******

      Customer Experience Manager

      ********************************************* and ********************

       

      Customer Answer

      Date: 04/16/2025

       
      Complaint: 23127177

      I am rejecting this response because:

      They still have not reviewed whether a proper procedure code was entered and consequently billed.  They have had plenty of time to do so.


      Sincerely,

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

    • Initial Complaint

      Date:02/27/2025

      Type:Billing Issues
      Status:
      Answered
      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 is my formal request to address and resolve the unauthorized accounts that are currently listed on my credit report. These inaccurate entries have significantly impacted my FICO score, leading to a noticeable decline that has caused challenges in maintaining my financial standing. I am reaching out to your office with great urgency and respectfully requesting your assistance in rectifying this matter. ************************* ASSO ACCOUNT no.: ************ DATE OPEN: 02/01/2024 BALANCE: $1,130.00

      Business Response

      Date: 03/07/2025

      Dear BBB,

      Thank you for this communication.

      We have attempted to contact our patient by phone but unfortunately have not heard back from the.  We have emailed a communication via our patient's Providence MyChart application notifying them that while Alaska Emergency Medicine Associates is a separate entity from Providence Health and Services and we are unable to view their patient accounts or billing, we have escalated this concern to their office for follow up.

      If our patient has any additional questions about their Providence Health and Services account, we ask that they reach out to the contact provided in their voicemail message.

      We apologize to our patient for any inconvenience in their resolution of this matter.

      Please let us know if you need anything else.

      Sincerely,

      *** *******

      Customer Experience Manager

      ********************************************* and ********************

    • Initial Complaint

      Date:01/10/2025

      Type:Product Issues
      Status:
      Answered
      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.
      Two doctors sent me to a surgeon at Providence Hospital when my hand looked much better no swelling. I didn't know why they (2 doctors suggested) i went was there maybe 2 minutes a waste of my time. All was fine.Price gouging

      Business Response

      Date: 01/14/2025

      Dear BBB,

       

      Thank you for this notification.

      A Providence Health and Services representative spoke to our patient on 1/13/2025.  During the call, our representative did advise our patient that their Providence balance was $0.00 and that the $35.00 statement is from The Oregon Clinic. Our patient will contact The Oregon Clinic directly to resolve that issue.

      Please let us know if you need anything else.

       

      Sincerely,

      *** *******

      Customer Experience Manager

      ********************************************* and ********************

    • Initial Complaint

      Date:01/10/2025

      Type:Billing Issues
      Status:
      Unresolved
      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 billing practices at Swedish are entirely unreasonable, especially considering the minimal services provided. For example, during my first office visit, I underwent a basic primary care check-up. The doctor asked a few general questions about my health and briefly examined my knee, which was causing discomfort. For this, they charged $235 for the office visit. After insurance, I was still left to pay $184.96 out of pocket.The situation escalated further during my second encountera 20-minute online session where the doctor explained my test results. For this brief virtual meeting, I was billed an astonishing $790. This amount included another $235 visit fee (again, after insurance, I paid $92.48), which makes no sense given that I wasnt even physically at the clinic. Additionally, there was a $426 charge, justified with the explanation:"This amount is your balance. You reached the plan limit or maximum amount for this service in this benefit plan year. You can check your plan details before any future visits."While I understand my insurance benefits and limits, I fail to comprehend why a 20-minute explanation of test results would warrant such exorbitant fees. Ive seen other doctors in the past, and none have charged so unreasonably for such basic services. This feels exploitativeespecially for something as routine as a primary care *********** add insult to injury, my knee issue remains unresolved, and the clinics customer service was appalling when I called to inquire. The representatives were dismissive and defensive, arguing that this is just the standard cost of healthcare today. But how can a 20-minute online consultation justify such charges? Its outrageous, and their approach seems more like a money grab than genuine care. Swedish needs to reevaluate their pricing and billing practices to align with fairness and transparency.

      Business Response

      Date: 01/28/2025

      Dear BBB,

       

      Thank you for this communication. 

      A Providence Health and Services representative spoke with our patient by phone on January 17th explaining that a coding review was completed and changes made for the November 22nd,2024 date of service. However, for the November ****** date of service our patient's insurance denied those charges. In addition, our representative also gave information on the Providence Health and Services financial assistance program.

      A follow up email was sent to our patient on January 24th with some additional information on her concern. 

      We believe this issue is resolved, however, if our patient should have any additional questions or concerns, we invite them to reach out to the contact phone number listed in the email communication.

       

      Please let me know if you need anything else.

       

      Sincerely,

      *** *******

      Providence Health and Services

       

      Customer Answer

      Date: 02/03/2025

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and I missed the contact since I was in the office the time the provider contacted. Can we connect this Thursday at around 11:00AM or anytime after 12:00PM? We can discuss the next steps. 

      Sincerely,

      **** ***

      Customer Answer

      Date: 02/10/2025

      Hi, I'm following up on my previous complaint (Complaint ID: *********, as the issues remain unresolved. I had requested a call from the Swedish team at the agreed time, but I never received any call from them. The discount that was discussed has not been applied to my bill. Instead, I was only offered a payment plan, which does not show any rate details and seems to include extra charges. After accepting the previous resolution, I was unexpectedly charged even more, as shown in the attached screenshotnow exceeding $500. I dont understand why these additional charges were applied, and I expect a proper adjustment to my bill along with a significant discount, as previously discussed. Please address this matter urgently and provide a clear resolution.

    • Initial Complaint

      Date:01/02/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 seen at Providence St. Petes hospital on 11/20/23. I provided my insurance information to the hospital. For some reason at the time of service my insurance information was not also provided to the emergency physicians group that works in Providence ER despite me, the patient providing that information. The result has been that the physician group was not billed through my insurance. I didnt hear from the physician group (that i am aware of) or receive any kind of ongoing communication from them regarding this bill. It was sent to collections for the un insured amount. They refuse to pull it back from collections or allow it to be ran through my insurance despite my insurance being willing to work with me. That is a separate issue. I called Providence and they are happy to skirt all responsibility to the physicians group and not take any accountability. As the patient in the hospital bed, I was not aware of the two separate billing procedures. I was not informed that two separate bills would be sent. I was not aware the physicians group did not have my insurance information. Providence does have some responsibility in the fact that the group they hire to work in their ER is not properly communicating with patients regarding bills due and sending me to collections without even running my insurance for the services given. Providence does have some responsibly as it was their employee that took my insurance information and their employee that would be responsible for inputting that information to appropriate parties.

      Business Response

      Date: 01/07/2025

      Dear BBB,

       

      Thank you for this communication. 

      A representative from Olympia Emergency Services billing department recent spoke to our patient. During the call our patient was advised 

      that Olympia Emergency Services had removed her from collections and a letter confirming the removal will be mailed to our patient.

      In addition, the Olympia Emergency Services representative will be working with a prior billing company to resolve the account issue. The representative will follow up with our patient once she receives updated information.

      Our patient was pleased with the steps taken so far.

      We apologize for any inconvenience to our patient in their resolution of this concern.

      Please let me know if you need anything else.

      Sincerely,

      *** *******

      Customer Experience Manager

      ********************************************* and ********************

       

    • Initial Complaint

      Date:12/12/2024

      Type:Order Issues
      Status:
      Answered
      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.
      9/11/2023 New Patient Contract Visit at Providence Family Medicine Mill Plain Physician Services Provider: ***** **** ******, MD Patient: Guirong ****** ***** Primary Payer: Providence Health Plan Account #************ I newly moved to ************ and has been with Providence health insurance for few year. I want to do a yearly Annual wellness check in Above clinic and stated very clearly I need Annual wellness checkup as I don't have any health problem.instead this clinic filed Annual Wellness check up as "New Patient Contract Visit at Providence Family Medicine Mill Plain" which incurred cost not covered by my insurance.I didn't receive Bill payment information in email or home until get into collection. I didn't get annual check up results until around October 26 2024 and I asked in front desk for the result.I talked with Clinic about changing the code and resubmit the Bill. The clinic told me they can't, it is Medical Fraud and I have to let Clinic know who I am, which is paying $600 dollar bill to visit doctor once. The Clinic give me phone number ************ to resolve the Bill issue. The health insurance told ask the provider (Mill Plain Clinic) to change the Code and resubmit the Bill.Provider: ***** **** ******, MD already left this Clinic, The clinic manager gives me a real hard time to correct this. I am feeling being insulted. Every time I ask it, they are trying to postpone it or pointing me a wrong phone number to call. not resolving the issue.I felt being cheated. I ask for a yearly wellness check up. On the day, all it does is wellness check up. The original doctor submitted wrong code for medical bill. they refuse to change it and try to destroy my credit.I am seeking to Medical Bill submit with correct code: Annul wellness check up or write-off the Bill from Clinic. no charge to me, no further damage my credit report

      Business Response

      Date: 12/23/2024

      Dear BBB,

       

      Thank you for this communication. A Providence Health and Services representative spoke with our patient earlier today. We understand our patient's frustration with their billing issue and our representative let our patient know that their invoice is on hold pending receipt of the insurance payment. We will monitor the account to ensure that the amount in question is paid/adjusted in full.

      Our patient has direct contact information if they should have any additional questions.

      We apologize to our patient for any inconvenience in their resolution of this concern.

      Please let me know if you need anything else.

       

      Sincerely,

      *** *******

      Customer Experience Manager

      ********************************************* and ********************

       

    • Initial Complaint

      Date:11/25/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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 the week of August 11th, 2024, I went to Providence ExpressCare in Oregon City and tested positive for covid 19. I paid my deductible and that was the end of that service.On August 18th, I went in for another test to make sure I was safe to return to work. I tested negative and went back to work the next day.For the second test I was charged $378, and when questioned I was told my Providence Healthcare did not cover the test. I have called twice to resolve this, I have emailed them twice as well. My HR says that this was a service covered under my medical ******* one will listen, and I am not paying a 373 dollar bill (I paid the $5 office visit fee the day of the service). It appears my HR is unwilling to reach out to them and advised me to call them, which has not yielded any results the last two times I called them.I am at my wits end and it is affecting my anxiety and depression.

      Business Response

      Date: 12/04/2024

      Dear BBB,

      Thank you for this notification. We have been able to connect with our patient and sent this communication by email to them earlier today.

      Dear ------------,

      I've attempted to reach you by phone but have been unsuccessful.

      In review of your account, the visit on --/--/---- was denied by insurance as a non-covered service due to the primary diagnosis coding on the claim. Our coding department reviewed the chart note for this visit,and was able to make changes to the diagnosis coding. A corrected claim was submitted to your insurance for payment on --/--/----.

      The charges have been removed from patient responsibility while we await the claim's processing. You will be sent a corrected statement if your insurance leaves any patient copay/coinsurance/deductible balance due.

      Please let us know if we can assist you any further.

       

      Please let me know if you need anything else.

       

      Sincerely,

       

      *** *******

      Customer Experience Manager

      ********************************************* and ********************

      Customer Answer

      Date: 12/07/2024

       
      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.

      Due to my work schedule I have been unable to answer when they reached out, and neglected to call them once I was off work to leave a voice mail.

      Sincerely,

      **** *****

    Providence Health & Services is NOT a BBB Accredited Business.

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