Business Profile

Clinic

Inova Fairfax Medical Campus

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Complaints

This profile includes complaints for Inova Fairfax Medical Campus's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

22 total complaints in the last 3 years.
8 complaints closed in the last 12 months.

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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:01/22/2024
Type:Billing Issues
Status:
UnansweredMore 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.
BBB, please look into the billing practices of INOVA Fairfax Hospital. This business cannot simply explain charges pertaining to services they provided. As a healthcare provider and a business owner, INOVA Fairfax Hospital should be able to clearly explain what services were rendered, and for what charges. I have been dealing with INOVA's billing **** for more than several months now, and no one, I mean NO ONE has a has a clue of INOVA charges and their meaning. I had one billing rep tell me "I just pay the charges that's mailed to me, and don't really look over hospital charges". I've also spoken to two billing supervisors, the first one ask me to log into INOVA online portal and ask my physician what the charges are, but the charges are a hospital charges and not a physician bill (and you get a separate physician **** for physician charges). When I pointed that out to her, she simply had no answers, and said she couldn't help me any further. The second supervisor, put me on hold for an hour, and then just hung up! I was told that until my billing questions were answered, my account will not go into collections, but I recently received a final notice bill stating that if I don't pay the remaining balance, my account is going into collections. Our health insurance has paid out $35K for a normal labor that took less than an hour, and I still have over several thousand of dollars to still pay out, and no one in INOVA can explain how a pediatrician (that's affiliated w/INOVA and is using INOVA Billing to bill the patients) check-up for our new born son that took several minutes each day costs $10,944! I have ask for a itemized list of the charges since one of the billing reps recommended it, it had little explanation compared to the initial ******** I received. Called again, was told they need to submit my case to the coding ****, a week later, coding **** finally confirms that indeed that the coding is accurate but ''THE CHARGES ARE NOT", but INOVA still will not adjust my bill for their incorrect charges!
Initial Complaint
Date:12/17/2023
Type:Sales and Advertising Issues
Status:
ResolvedMore 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.
Inova continues to pursue collection activity against me despite my providing extensive documentation that they have been paid. In August, my child saw an Inova doctor, whose office mistakenly charged us the incorrect copay. They then sent us a bill for the additional copay amount. I submitted the request to my FSA to pay the difference on October 13. The FSA issued payment on October 17. Inova has since deposited the check, but still claims that payment is outstanding and continues to send me bills. I called after receiving the past due notice on November 1 and informed the person with whom I spoke that I had already submitted payment. I called again on November 8 and was provided with an email address to mail my payment verification. I sent two messages showing that the amount had been deducted from my FSA, and another showing that the payment had been made with the check #, account information, and where the check was mailed. After hearing nothing I called again November 14 and was told that Inova could not trace this information. I had a 3-way call on December 1 with Inova and my FSA, who confirmed the check had cleared and was told they would need to send a copy of the check. My FSA then mailed a copy of the deposited check to Inova on December 8. However, on December 14 I received another bill. I called and informed that that this had been paid and the copy of the check was sent. I asked to make a formal complaint and was told someone would get back to me in 5 business days or else I could call back. Inova's has been negligent throughout this process: Incorrect billing, improper payment processing, with an absolute lack of accountability and no communication regarding the status of my submissions unless I call. If they have misplaced the funds they have received, it should not be my responsibility to pay them again.
Customer Answer
Date: 01/05/2024
Complaint can now be closed. Inova has finally credited my account for the payment that it received in October.
Customer Answer
Date: 01/16/2024
Since I filed this complain, I received a call from Patient Relations regarding this complaint, and they were sending information to **** *******. I also received a call from ***** (unsure of spelling) that she had received my complaint on January 2 and that I would be hearing back from her. Two weeks later I received another billing statement and a letter regarding a final notice. I called again and spoke with another agent but she was unable to escalate my call because all of the leaders are dealing with escalated calls elsewhere. I have requested a call back again.
Initial Complaint
Date:11/16/2023
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.
June 2023 follow up appointment at 0800AM I call the office at 0740 telling them I got cold symptoms and was told better not to come in On 09/01/2023 in my visit they told me I have to pay $328 .00 self visit for not showing in.Note when I call on June the lady who answer the phone told me that medical staff are not yet there but she will pass the message.Usually medical offices charge like $ 50.00 f or not show up but not full visit Thank you
Business Response
Date: 11/22/2023
We have thoroughly investigated the complaint filed by ***************************** and would like to provide a detailed response.
The patient reported a billing discrepancy concerning a missed follow-up appointment in June 2023, where they were charged $328.00. Upon careful review of the patient's medical records, we found that the billing statement included a Telemedicine visit on 6/9/2023 with *********************. During this session, the patient electronically signed the check-in forms, including the Authorization, Claims & Payment form. The total billed amount for the Telemedicine visit was $396.90, with a $30 copay and an insurance payment of $78.15, resulting in a remaining balance of $318.75.
In addition to the Telemedicine visit, the billing statement encompassed a visit to the transplant center on 7/10/23, amounting to $503.82. With a $10 copay and an insurance payment of $493.82, a $10 balance was left. Therefore, the combined outstanding balance on the account is $328.75.
Initial Complaint
Date:08/14/2023
Type:Service or Repair 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.
I was told that I qualified for the Financial assistance help, my income is low so I sent my proofs and every document they requested by email, when I called to confirm that this was received they told me they havent get anything and I need to submit it in person, I went in person and submit the documentation but when I called to confirm they told me the documents has been losted, I started to get frustrated and finally I send it by fax as one of the representatives told me, they finally received my documents but it was too late to process the financial AID, now they sent me to collection, this is not fair because their lack of communication and organization is not my fault, I have requested a manager to call me more than 10 times and nobody contact me, I also feel this as discrimination.
Business Response
Date: 09/29/2023
Tell us ************************ *******
MRN: ********
Outstanding Balance:
**- 1,203.43 (DOS 6/19/2022)
** 4,204.31&nb**; (DOS 9/1/2023)

Application Signed 6/19/2022 - Received 8/5/2022
The patient called **** **** hospital on 8/3/2022 and spoke with the FQC *** ***** ******** and he forwarded the patient the FA program information along with the necessary paperwork needed to apply for FA.
8/5/2022 – Patient sent over the FA Application with verifications: Self-Declaration of Income and proof of residency to *** ********
8/9/2022 – Account was reviewed by FA Team member and a letter was sent out requesting proof of income and proof of residency prior to 5/2022. The residency information that we received wasn’t up to date.
9/12/2022 – Per Policy it was pass the 30 days so a Denial letter was sent to the patient requesting the previous information on proof of income and residency and letting them know that they have been denied but is still able to submit the necessary documentation needed to review.
10/15/2022 - Pre-Collection Letter was sent out to the Patient on behalf of balance.
1/5/2023 – Patient called the FA Call center and said that they had emailed the tax return to someone. Which she was working with **** **** Hospital. We never received a call after the last discussion she had with *** ******** until she contacted us on January 5th, 2023 per our history notes.
2/13/2023 – Patient called and was advised that the documentation is still needed to review. She was advised to go to the Cashiers Office at **** **** to drop off documentation so we can review.
6/28/2023 - Patient called us after 4 months to get a status but we informed her that at this time it’s past timely filing due to our policy they are unable to apply after 240 days since first statement.
6/29/2023 (9:52am)– Patient called again and was informed that it was past timely filing. Patient was upset and hung up.
6/29/2023 (10:24 am)– Patient called back and stated that she wanted to speak to someone higher and that she had dropped off her documentation at **** **** and gave it to *** ***** ********.
Since 6/30/2023 – 7/17/2023 – There have been a few calls on behalf of the patient following up on status of the Past-Timely Filing but she has been advised pertaining to the documentation and past-timely filing status.
New DOS – 9/1/2023 – Patient can apply but we need an updated Financial Assistance Application with correct DOS for 2023 and proof of income and proof of residency in order of us to why here...
Customer Answer
Date: 10/12/2023
Good morning,
I have sent the required documents, here I attached a proof of it.
Customer Answer
Date: 10/12/2023
Also I keep receiving the mail to my old address *********************************************,
I have called more than 3 times to request this change and I also updated it in the app. Please make sure all my mail goes to my current address *******************************************************************;
Business Response
Date: 10/24/2023
I checked our Medical Record system and ***************************** address in her Medical Record is:
***** **********
Chantilly VA *****

Thank you. ***********
**************************
System Director, Patient Relations
Inova Health System
Customer Answer
Date: 10/31/2023
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: ********

I am rejecting this response because:
This response is not including a resolution regarding my complaint, I already sent the documentation please confirmed if I'm removed from collections.
Regards,

****** ****
Customer Answer
Date: 11/14/2023
Could you please provide an update on the case
Initial Complaint
Date:07/09/2023
Type:Billing Issues
Status:
UnansweredMore 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 am being billed by INOVA in the amount of $843.74. However, my EOB shows INOVA was overpaid by my insurance company, ********* Administrators by $525.26. The charge for the service was $2,333.00, and ********* Administrators paid $2,858.26. INOVA's bill is showing a "write-off" of $1,369.00. Given that the definition of a write-off refers to any amount deducted from a medical bill, this transaction appears fraudulent, as INOVA was overpaid, and yet is still trying to charge me. If anything, they owe me the difference. I have asked for a corrected bill, but have not received it, despite having spoken to INOVA twice in the past month.
Initial Complaint
Date:05/09/2023
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 had two office visits at Inova Neurosurgery on 01/17/23 and 03/06/23. The doctor spent a maximum of 15 minutes on the first visit and a maximum of 10 minutes on the second visit. My daughter's wait time was well over an hour during both visits. The billing codes used by Inova suggest my daughter spent at least 45 minutes with the doctor on the first visit and 30 minutes on the second visit. We were also billed facility charges (clinic visit) on both occasions. I contacted Inova to have these ridiculous and unexpected facility charges voided but nothing has been done. Guarantor # **********
Business Response
Date: 06/12/2023
Subject: Billing Adjustment
Complaint ID: ********; ***** ****** ***** ***

In response to the complaint filed with your organization received in our office on 6/1/2023 regarding the charges for services provided on January 17, 2023, and March 6, 2023 . After thoroughly investigating the matter in collaboration with our senior leadership team, we have determined that the charges were appropriate and accurately reflected the nature of the services rendered.

The coding referred to in the complaint represents the comprehensive amount of time the healthcare provider dedicated to the patient's care. It includes various components such as prepping, reviewing medical records, documenting, and the actual time spent with the patient. These factors are all essential aspects of delivering high-quality care and ensuring accurate medical documentation.

*********************
Patient Relations Representative
Inova Ambulatory Physician Services
************
************************************************
Customer Answer
Date: 06/15/2023
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: ********

I am rejecting this response because: The facility charges for both office visits remain unexplained. Why is my daughter paying for items other than the office/outpatient visits? Her copay for an office visit with a specialist is $40.

With regards to the statement about ensuring accurate medical documentation, I will only point out that your records incorrectly state that my daughter had a kidney removed.
Initial Complaint
Date:01/03/2023
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.
I had excellent care. However, the gals at the front desk in the ER where very busy chatting and not paying attention to the clients. I presented my ID/Ins Cards. While I was sitting in the back with my daughter, my ID/Ins Cards were returned to me. I received a bill for $4,641.30. I called the billing department and spoke with *****************************, who was demanding and verbally abusive. My questions were meant with no response. I was also told I would be charged 6% interest on top of the cost that was not filed with my insurance company. I called my insurance (***) and discovered Inova failed to file the invoice with ***. I called the billing department back, but alas, I was not able to get Inova to file the bill with ***. I have attempted to follow the chain of command in order to speak with someone in management, but I have not been successful with my pursuit.I called again today, but once again I was not allowed to speak with a manger. Rather they referred to me to ******************* Services Representative which could not assist me. **** also asked for my insurance again, which I previously provided on 2 occasions. I wrote a cover letter and sent the invoice to ***, which was received. This is not the way to do business with threats and demands. Inova excuse is, I didn't represent my insurance cards, but I do have a witness who was sitting with me. I am a senior with a terminal illness.Now it appears Inova set me to a collection agency. To date, Inova has not file the invoice for service with ***.
Business Response
Date: 01/23/2023
Insurance was correctly billed and the balance is
Initial Complaint
Date:11/16/2022
Type:Service or Repair Issues
Status:
ResolvedMore 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.
A few years ago, we bought 2 Patient and Visitor parking vouchers for 10 visits at INOVA FAIRFAX MEDICAL CAMPUS and were told that the vouchers do not expire. It was a surprise that we found out that the vouchers are no longer valid because the parking system has been automated without any attendants to honor the vouchers. Inova.org still has the info about buying vouchers. Its misleading because vouchers are no longer usable.
Business Response
Date: 12/14/2022
I am very sorry about the passes expiring. The hospital recently automated the garage exit, so there is no longer an attendant at the gate, but I would be happy to replace the passes w/the new electronic passes if they like.
thank you, ***********************
Director, Pt Relations
Customer Answer
Date: 12/20/2022
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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. Please let me know how to get the electronic passes.

Regards,

*** **
Initial Complaint
Date:11/03/2022
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.
I called to make an appointment for a mammogram with the same Lorton, VA location I've used in the past and suddenly the woman required a bunch of unnecessary information to "verify" my identity. I provided my full name, date of birth, home address, phone number, and insurance information and still I was required to provide my email address and my the information for my dead emergency contact. The woman already had more than enough information to "verify" my identity - my email address and emergency contact information SHOULD NOT ALSO BE REQUIRED IF I CHOOSE NOT TO PROVIDE IT!!!! That information was NOT required in the past and has NOTHING to do with verifying my identity. I want that information removed from my account IMMEDIATELY AND PERMANENTLY or I guess I'll never have another mammogram again!!!! And when my doctor asks why, I'll tell her it's because inova sucks and is nosey and requires information that is completely irrelevant to verifying my identity!!!! COMPLETELY UNACCEPTABLE!!!
Business Response
Date: 11/11/2022
I have already responded to patient:
Dear **************,

I am very sorry for the experience you described below. I reached out to Registration and they suggest you remove the emergency contact as well as removing your email using MyChart. Asking for DOB and the other information you list should be enough for Registration to find you in our system.

Respectfully,

Brian

Brian *. M**********
System Director
Patient & Family Relations
Inova Health System
Initial Complaint
Date:09/21/2022
Type:Billing Issues
Status:
UnansweredMore 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.
Good Evening, I was a patient on 4/6/2022 and paid my bill in full. The anesthesia department was paid in the bundled package below. However, I'm being double billed for the same procedure and no one has been able to resolve and there's a threat of this being sent to a collections company. Hospital: Inova Fairfax Hospital in the Woodburn Surgery Center Address: **** ******** ****, Suite ***, Annandale, VA *****

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Inova Fairfax Medical Campus is NOT a BBB Accredited Business.