Complaints

This profile includes complaints for Washington University Physicians's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Washington University Physicians

  1 Barnes Jewish Hospital Plz Saint Louis, MO 63110-1003

• 

  Washington University Physicians

  PO Box 505462 Saint Louis, MO 63150-5462

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:12/23/2024

  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.

  I was in a clinical study and was told there would be no co pays or any other charges during this study, well come to find out my personal insurance was billed and now these people are threatening to take me to collections over a co pay that I'm not suppose to be charged

  Business Response

  Date: 12/26/2024

  We are in the process of reviewing this complaint and out of respect for the privacy and confidentiality of our patients protected health information (PHI), which may encompass both clinical and financial records, we have developed an internal system for responding directly to the complainant in accordance with local, state and federal regulations.  The complainant may in turn release a copy of our original response directly to the Better Business Bureau, at their discretion. 

  Customer Answer

  Date: 12/28/2024

  This is an internal massage from the doctors nurse, THIS IS NOT MY BILL OR MY INSURANCE COMPANIES BILL and this is not the first time this hospital has double or over charge my account!

• Initial Complaint

  Date:04/17/2024

  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.

  Dealing with Washington University Physicians has been an absolute nightmare. I had cancer and was assigned an Oncology Psychiatrist that didnt listen, was verbally abusive, and would not fill my necessary medications on time sometimes it would take 2 weeks. When I was without my medications, I could not function and it caused me great hardship and strife. I could have had a severe reaction to being without my meds, which could have put me in the hospital. Then they changed me to a Nurse Practicioner who was no better than the previous doctor. When I expressed extreme displeasure with them, they over reacted to the situation, fired me as a patient, and sent law enforcement to my residence. When a client is out of medications and cannot function, expressing extreme displeasure, needing help immediately, the office staff and doctors should rectify their mistake and apologize. None of this has happened. There is no after hours number to get help except for the suicide hotline. When I contacted Washington University to complain through the proper channels, the patient rights advocate was no help. It is abhorrent to treat a client with cancer this way.

  Customer Answer

  Date: 04/18/2024

  The one and ONLY Oncology-Psychiatrist I speak of is one-***************************.  **************** insisted I had "Treatment Resistant Syndrome," meaning, as he said-"I was non-responsive to the medication I had been taking."  He insisted on placing me on "Effexor."  Effexor does not exist any longer!  The generic thereof-Venlafaxine does.  He said, "You've never been 'Not" depressed."  I asserted that my 20 mg. ******* worked just fine, and had for a long time.  He only said the definition of S.N.R.I.-NOT THE POTENTIAL DANGERS AND SIDE EFFECTS!!!  I had problems getting on it, and was horribly effected at a maximum dose.

  I asked to be placed BACK ON MY LEXAPRO, to no avail.  He dismissed SEVERE, WARNED SIDE EFFECTS entirely.!!!  (Including difficulty breathing.)

  **************** broke my HIPPA rights 3 times-to which ****** replied, "He felt it was necessary."  Breaking laws for his own reasons is NOT ACCEPTABLE!!!

  Then, he started delaying all together on filling 2 controlled substances, putting my life itself at great risk!

  I contacted the office numerous times.  His supervisor, one *******************************, sent two letters claiming I was no longer an Oncology patient, and was being dismissed in 10 days.  I actually had an Oncology appointment in one week!!!

   

  Business Response

  Date: 04/18/2024

  Due to HIPPA regulations we are prohibited from responding to your concerns through this avenue. For additional assistance please call ************ 

  Business Response

  Date: 04/18/2024

  Due to HIPPA regulations we are prohibited from responding to your concerns through this avenue. For additional assistance please call ************

  Customer Answer

  Date: 04/18/2024

  Complaint: 21589657
  
  I am rejecting this response because:  The **** *********************** BROKE MY HIPPA RIGHTS THREE TIMES!  The response from Wash U Physicians, to my amazement, was, "He felt it was necessary!"  Which, I guess "makes breaking a law three times 'acceptable.'

  I contacted the number provided for Wah U Physicians, Incorporated, and again told my story, but this time attached a desired settlement amount of $50,000.

   

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

• Initial Complaint

  Date:02/28/2023

  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 daughter visited the ******** ******** Emergency Room on 3/17/2020. The patient payment was made on 5/4/2020 as noted on the recent statement that Washington University Physicians sent me. This ER visit was almost 3 years ago and I made the payment of $121.66 as billed at that time. **** ***** **** ****** of ******** ********* ******* recently audited this account and decided that I did not pay Wash. U. Physicians enough when I was billed the first time. So, they sent their audit results to Wash. U. Physicians who in turn billed me for another $222.52 on a ER visit that occurred nearly 3 years ago and that I already paid. I spent 3 hours on the phone with **** of IL and with Wash. U. Physicians and could not get this resolved. Wash. U. told me that as far as they were concerned, this case was closed until **** of IL sent them updated audit results. I paid this bill 3 years ago and do not believe that I owe these people another cent especially since I cancelled this coverage on my daughter a very long time ago. Guarantor# **********, Guarantor name: ******* ****** statement date 2/9/2023, member I.D. #*********

  Business Response

  Date: 03/06/2023

  We are in the process of reviewing this complaint and out of respect for the privacy and confidentiality of our patients protected health information (PHI), which may encompass both clinical and financial records, we have developed an internal system for responding directly to the complainant in accordance with local, state and federal regulations.  The complainant may in turn release a copy of our original response directly to the Better Business Bureau, at their discretion. 

• Initial Complaint

  Date:11/07/2022

  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.

  CANNOT get through to schedule appointments. NOBODY answers the phone. They have 10 minutes of recordings that play OVER and OVER. This place is HORRIBLE. Used to be a quality place, but no longer. I need to get appointments with *** **** and ** ****. WASH U needs to call me and get these appointments scheduled. HORRIBLE SERVICE.

  Business Response

  Date: 11/08/2022

  We are in the process of reviewing this complaint and out of respect for the privacy and confidentiality of our patients protected health information (PHI), which may encompass both clinical and financial records, we have developed an internal system for responding directly to the complainant in accordance with local, state and federal regulations.  The complainant may in turn release a copy of our original response directly to the Better Business Bureau, at their discretion. 

• Initial Complaint

  Date:11/01/2022

  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.

  This company has inconsistent, they would send a bill, then send a refund check, then send the bill again. I finally stated I was tired of all the back and forth and told them I wanted to pay the bill and zero out my account. On September 30th I paid them $126.87 by credit card to zero out my entire balance due in their system. I am now getting another bill from them for $22.64. I am tired of all the billing errors and fraudulent charges.

  Business Response

  Date: 11/03/2022

  We are in the process of reviewing this complaint and out of respect for the privacy and confidentiality of our patients protected health information (PHI), which may encompass both clinical and financial records, we have developed an internal system for responding directly to the complainant in accordance with local, state and federal regulations.  The complainant may in turn release a copy of our original response directly to the Better Business Bureau, at their discretion. 

• Initial Complaint

  Date:05/14/2022

  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.

  My visit was 3/24/22 at 3pm with Dr. ******* ** ****** Before my visit I verified with Washington University Physician representative on 2/16/22 at 3:30pm CST that my visit would be completely covered with my ***** insurance. I also verified with ***** representative Lou right after my phone call that my insurance would cover this visit. ***** also verified I was completely covered for my visit. (Call reference number: ****) After my doctor visit in March, I received a bill from Washington University St. Louis Physicians for the amount of$72.58 in April 2022. I then called Washington University Physician group to inquire about the bill, since I was told before my visit the visit was completely covered. The representative said they would investigate to see if there was a billing error. I received an email on 5/11/22 stating that I still owed the balance. I spoke with a representative again at Washington University Physicians to find out about the bill. The representative let me know they looked into the matter and billed correctly. I am now very disturbed since Washington University Physicians and ***** both told me the visit was completed covered before the visit but now I am being told I owe $72.58. I feel very mislead. I would like to believe that if I speak to a business before I actually get a service that I should be able to trust the price the business gives me. I would like Washington University Physicians to honor their pricing before my visit.

  Business Response

  Date: 05/16/2022

  We are in the process of reviewing this complaint and out of respect for the privacy and confidentiality of our patients protected health information (PHI), which may encompass both clinical and financial records, we have developed an internal system for responding directly to the complainant in accordance with local, state and federal regulations.  The complainant may in turn release a copy of our original response directly to the Better Business Bureau, at their discretion. 

  Customer Answer

  Date: 05/16/2022

  Complaint: ********
  
  I am rejecting this response because:
  Washington University has again sent me a bill, today 5/16/22 for the amount of $72.58.  As I stated previously I was told before the appointment that the visit was completely covered. This is a violation of trust and business ethics, so I decline the response. Bill reference number: **********

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

  Business Response

  Date: 05/17/2022

  We are in the process of reviewing this complaint and out of respect for the privacy and confidentiality of our patients protected health information (PHI), which may encompass both clinical and financial records, we have developed an internal system for responding directly to the complainant in accordance with local, state and federal regulations.  The complainant may in turn release a copy of our original response directly to the Better Business Bureau, at their discretion.

  Customer Answer

  Date: 05/18/2022

  I keep rejecting the response because Washington University Physicians are stating they will respond back to me directly but have already responded back already. They plan to still bill me for the visit their representative and a representative from ***** both told me was completely covered. They are not trying to resolve the issue and keep prolonging the issue until my bill is due on 6/1/22.  They have not been honest any of of their business dealings or responses. I will not accept any of their responses that they will handle the situation directly as it does not seem they plan to resolve this deceiving practice that has occurred.