Complaints

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

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• 

  Overlake Hospital Medical Center

  1035 116th Ave NE Ste 400 Suite 400 Yarrow Point, WA 98004-4604

• 

  Overlake Hospital Medical Center

  14429 SE 37th St Bellevue, WA 98006-1522

• 

  Overlake Hospital Medical Center

  925 116th Ave NE # 160 Bellevue, WA 98004

• 

  Overlake Hospital Medical Center

  22525 SE 64th Pl Issaquah, WA 98027-5383

• 

  Overlake Hospital Medical Center

  1035 116th Ave NE Bellevue, WA 98004-4687

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:10/16/2024

  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.

  On 8/20/2024, I went to Overlake *********** Clinic seeking an ultrasound to rule out ectopic pregnancy due to abdominal pain and bleeding mid-pregnancy. I described my symptoms to the front desk and said I wanted an ultrasound. The front desk person told me they didn't have ultrasound machine but admitted me anyways. After I was admitted, the nurse collected my urine without notifying me the purpose of it. Later the doctor came into room and after I described my symptoms, the doctor simply said "there's nothing we can do here" and told us to go to ER without any diagnosis or treatment. This whole process lasted less than 10 minutes.Later, I received a bill of $476.96 from Overlake. On the bill, it listed "New doctor visit 45+ minutes" and "Pregnancy test". However, I was never told the purpose of the urine test. If they had told me it was to confirm my pregnancy I would've not done it again because I had already confirmed my pregnancy through other blood tests, making the urine test unnecessary. I also never received any test results until even today. The bill also listed "New doctor visit 45+ minutes" but the whole process lasted less than 10 minutes and I never received any diagnosis or treatment other than being told to go to ER. I felt misled, as they admitted me knowing they couldn't provide the ultrasound I needed, just to charge me $476.96 anyways. When we called Billing to ask about prompt pay / discounted cash options, the lady simply told us "No". We felt scammed and believe Overlake is just robbing patients by admitting them KNOWING they couldn't provide the service patients needed, and then turning patients away just so they could charge patients $476.96 for "walking into a room". Even after insurance, I am still asked to pay $320.06 out of pocket. Overlake *********** is truly a scam.I am hereby asking Overlake to adjust my bill for the non-existent care I received. $320.06 for a "Go to ER" is not justified.

  Business Response

  Date: 10/22/2024

  Patients medical chart was reviewed.  Patient checked into Overlake Medical Center Downtown Urgent Clinic on August 20, 2024, with "severe abdominal pain, vaginal bleeding, and was 7-weeks pregnant".  Patients symptoms were serious and regardless of ultrasound availability, the patient's complaints required triage assessment.  Patients vital signs were checked, urine sample collected, and provider assessment completed. 
  
  No healthcare facility can turn away a patient seeking care.  Nor can a patient with "severe abdominal pain" be turned away from the clinic without an evaluation to determine if the patient is hemodynamically stable.  Attending physician,took a history, performed an exam, and used their medical knowledge to make the best recommendation of care for patient: critical transfer of care to a higher level of care, in this case, to the nearest emergency department. 
  
  We do agree that the pregnancy test was additional since a prior blood test confirmed pregnancy.  Coaching will be provided to our support staff about this event for future patient care.  Overlake will waive the pregnancy test fee from your bill; however, we cannot waive the remainder of your patient bill since care provided to you was appropriate.  
  
  We believe feedback about these opportunities help us in our constant attempt to provide medical and service excellence every day.  In the event you require services in the future, we hope you will give us another opportunity to serve you or your family.

  Customer Answer

  Date: 10/29/2024

   
  Complaint: 22432072
  
  I am rejecting this response because:

  Overlake acknowledged the fact that I was admitted knowing they could not provide the ultrasound I needed, and acknowledged that I was dismissed to ER as soon as I was admitted, but refused to adjust billing for 45+ mins doctor visit. Nor did I receive any treatment or care after I was discharged 10 mins later. Overall I did not receive any treatment or diagnosis the whole process yet still got charged almost $500 for this experience so I do not accept the response. 
  
  Sincerely,
  
  Jinlu Ma

• Initial Complaint

  Date:02/29/2024

  Type:Customer Service 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.

  Im not exactly sure whats going on at Overlake Pavilion, but Ive been seen as much as 40 minutes late on multiple occasions in the last year. This is an activity I hold management responsible for. Im asked to arrive 20 minutes early and to check in online. I have learned not to arrive early, because Im never seen early, let alone on time and management gets upset when I ask for a parking voucher, because poor scheduling or management leads to a charge. The building offers 60 minutes of free parking. Lets assume it takes me 10 minutes to get from ************ and another 10 from door to gate. That is 20 minutes even though its certainly closer to 10 altogether. That still leaves 40 minutes, at best Im seen for 20 minutes, so that reveals 20 minutes of inexcusable consistent delays. When you consider, ** getting to the garage exit closer to 90 minutes. It reveals how bad delays are. I dont enter the garage until 10 minutes before my appointment is scheduled.I wrote ******************* last year about multiple late appointments and the charges associated with them. I followed up via email as well as in person on follow up appointments. She never responded to emails or phone calls and declined to speak to me in the office. In every case, I wasnt even brought back into the clinic for 20 minutes and typically didnt see the doctor for another 15 minutes late, so there is the hour before I can even exit the office. I see ************ as well as Endocrinology and they are in the same office managed by different people. My Endocrinology appointments have never been late. Again, proving this is the weak leadership of ********************. Here are the dates of infraction: July 8th, October 13th, there was another appointment that went long, but that was due to Blood Draw, so I won't claim that date .

  Customer Answer

  Date: 03/20/2024

  I did receive a check from Overlake in the requested amount. It's unfortunate this level of energy, effort and entanglement took place in order to accomplish this, but I thank the BBB for their intercession.

• Initial Complaint

  Date:02/26/2024

  Type:Billing 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.

  I'm filing this on behalf of the patient ************* who has given the consent to access her health record and to file this complaint. *** had a visit to Overlake medical center urgent care at **************************************************************. During checking in, because *** didn't have any health insurance, she was told by the reception desk that she could receive a 50% off on the bill if she put a $150 deposit at check-in, and paid the rest of balance in 30 days. However when we received the bill, there is only 30% discount applied to the balance. After calling the provider, she said this was an miscommunication by the reception desk and the 50% off discount only applies to ER visit, not urgent care visit. She acknowledged this was an miscommunication but she also could not help anything except reporting this to office manager to improve their customer service/communications. The ask here is to correct the bill and apply the 50% off because it's not the patient's fault and it should be not be patient's responsibility to pay for the mistake.

  Business Response

  Date: 03/01/2024

  Hello -

  I need more information about the patient in this complaint.  We have multiple ***************** in our electronic medical database.  I require the patient's date of birth and address to identify the patient in the complaint.  I attempted to contact the person who presented the complaint, but their phone just rings with no answer and no voicemail.  If I email the contact I am required to encrypt the email and those tend to confuse receivers or go into their spam box - can you help with the needed information?

   

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

  Patient Advocate

  Overlake Medica Center

  Customer Answer

  Date: 03/14/2024

  Please check the attach written consent from ************* which ***** the permission to ***************** to speak on her behalf regarding to this complaint.

  Customer Answer

  Date: 03/15/2024

   
  Complaint: 21350368
  
  I am rejecting this response because:

   

  The business is asking for more information which is the *** and address of the patient. I have provided that information by replying the email from the business on March 4th. The email has the title "BBB complaint". Also I provided the bill from the business which has the patiend ID and address, with which the business can query internally to get these information as well. If the business still cannot find it, please ask them to send emails or call my cellphone at normal working hours, which is 9am-6pm PST. 
  
  Sincerely,
  
  *****************

  Business Response

  Date: 04/02/2024

  Hello ***************** and ************* -

  We agree with your complaint and will honor the original contract of a 50% discount with your $150 deposit.  I spoke with the Clinic ************** Manager; ***** and she has reduced your bill by $110.40 and the account is now at $0.00.

  We believe that feedback about these opportunities help us in our constant attempt to provide medical and service excellence every day.  In the event you require services in the future, we hope you will give us another opportunity to serve you or your family.  Your patience is very much appreciated.  If you have any concerns, please contact the patient action line at ************ ~ Option 3.

   

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

  Patient Advocate

   

  Customer Answer

  Date: 04/02/2024

   
  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.
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:09/18/2023

  Type:Billing 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.

  Relevant parties Patient: ************** (complaint filer)Insurance: ********** and Blue Shield of Illinois Health Provider: Overlake Hospital Medical Ctr and ********************************* Md ******************************** is associated with Overlake Hospital. They share the same financial department.My desired resolution:The provider corrects the claims and the insurance will accept and resolve the claims so that the insurance will pay for the services.Services details(3 in total)Service 1 Date 12/14/2022, amount $368.78, provider ***************************** ********** 2 Date 12/14/2022, amount $302.50, provider Overlake Hospital Medical *********** 3 Date 12/22/2022, amount $554.00, provider Overlake Hospital Medical Ctr I haven't paid any amount.Timeline 2022/09 (exact dates uncertain)The appointment was booked. Both overlake hospital and ***************************** were and are in-network.2022/12 Services were performed.2023/01 Claims were filed to insurance.2023/03-2023/04 The claims were denied for *********** Services Are Not Covered 2023/05 I reached out to the insurance and asked the insurance to explain to the provider how to resubmit the claims.2023/06/23 I reached out to the insurance. ************* made a promise to call the provider about how to correct the claims.2023/06/28 I called the provider to ask them to resubmit. The representative was reluctant to do so.2023/06/29 I messaged the provider again. The representative resubmitted.2023/07/11 ************* called the provider but was sent to voicemail.2023/07/14 The resubmitted claims were denied for "18-Duplicate claim/service". (Resubmission should be done via correction)2023/08/11 ************* called the provide but was sent to voicemail.2023/09/18 ************* didn't receive any updated claims. ************* and I started a conference call with the provider. Nobody answered.

  Business Response

  Date: 09/27/2023

  Dear ************** -

  Thank you for your submission to the Better Business Bureau.  Thank you for your patience as we investigated your complaint.

  We were informed by the insurance provider rep that your insurance is in fact "in-network."  We have requested that all your claims be submitted back for reprocessing, as you know they had previously been denied as duplicate submissions in error because Overlake billed the wrong local plan (Regence was billed when it should have been Premera).

  The claims have been resubmitted and escalated for reprocessing.  If you have a remaining balance owing at the end of the reprocessing you will be sent an invoice. 

  If you have any further questions about your bill, please contact ****, our ***************** Services Supervisor who is aware of your complaint at ************.

  We are very sorry that this was your billing experience.  We thank you for informing us as we know that we have opportunities for improvement.

  Sincerely,

  *********************************, Patient Advocate, ************~option 3

  Customer Answer

  Date: 10/03/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. The progress so far is aligned with my expectations. I will retain the discretion to follow up on this case, depending on the final resolution from both the insurance and the health provider, overlake hospital as the reprocessing will take some time. Assuming things will go well as explained by the provider, this resolution is satisfactory to me. 

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

• Initial Complaint

  Date:05/24/2023

  Type:Customer Service 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.

  May8 2023 ********************************** gave me an antibiotics for ten days and forgot to give me yeast infection fluconazole I called urgent care for this a rudel said they will not only if I come in again.I said I just was I n and I was in great pain heart patient left with antibiotics but no yeast infection pill that all doctors give knowing it s needed. LITAl emm

• Initial Complaint

  Date:05/19/2023

  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.

  I sprained my left knee when I was skiing on Mar 26 2023. It couldn't bear weight so I went to Overlake Clinics Issaquah *********** immediately. ******************* PA-C examined me and concluded it was only a LCL sprain. I got a X-ray and he said everything looked perfect. He ruled out ACL tear without performing any tests on that knee to make sure.On 4/26, I went to a PT, and after a series of tests I was told it seemed likely to an ACL tear. I have traveling plan in the week after and was finally able to get a doctor *********** on 5/9 and a MRI on 5/12, which confirmed it's a complete ACL tear and I need surgery. I was in disbelief as ***** assured me on the day of accident that this WAS NOT an ACL problem and I should not be worried.I could have been much more mentally prepared and looked for rehab and surgical options earlier if ***** didn't misdiagnosed me in the first place. I could have been a candidate for the Bridge-Enhanced ACL Repair procedure within the 50 days in injury but now it's too late. I also have to cancel my travel plans for the summer and rearrange my work schedules for the **** surgery. I could have started pre-operative rehab earlier so that my leg will be in a better condition for the surgery.

  Business Response

  Date: 06/06/2023

  Patients visit on 3-26-23 extensively reviewed as well as subsequent imaging and orthopedics encounters. The provider noted no knee instability, no excess fluid around the joint (effusion), a negative anterior drawer test was performed, (a special test for the knee designed to determine if you have a sprain or a torn ACL), an ACL tear was less likely. X-rays were negative for obvious injury/effusion.
  
  Usually, ACL tears create knee effusion with instability; not indicated on the patients exam or x-ray.  Appropriate follow up recommended for an orthopedics appointment in 1-2 weeks; the patient followed up 5/9/23, approximately nine weeks later, unsure if due to scheduling issues.  X-rays cannot rule out an ACL tear or other soft tissue injury,which is why an orthopedic consultation recommended and especially if symptoms continue past 1-2 weeks. 

  We believe that care was appropriate, and no refund will be provided.

  Customer Answer

  Date: 06/07/2023

   
  Complaint: 20082608
  
  I am rejecting this response because: I don't believe the knee was examined properly or thoroughly at the visit. Also possible the provider lacked the relevant medical professionalism or training to treat the patient.

  1. The notes/after visit summary didn't record the details for any of the knee exams. I remembered the knee exam went fairly fast and I was not told to stay in supine position (In my following appointments with PT and ortho doctors, I had to lie down in supine for a series of exams which took a few minutes to complete).

  2. ***** concluded it was a LCL sprain which misled me into hoping it will heal on its own. My PT told me LCL sprain is fairly rare and can be clearly diagnosed by LCL test, and my LCL test was negative. The fact that ***** misdiagnosed ACL as LCL injury further indicated that exam was not done properly or thoroughly or he lacked experience/training in this type of injury.

  3. I was not informed that an MRI was necessary to rule out soft tissue/ACL injury. If X-ray itself is not enough, he should inform me to get a MRI right away but he didn't. The conclusion that "ACL tear was less likely" is inappropriate and premature based on the situation.

   Sincerely,

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

• Initial Complaint

  Date:11/11/2022

  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.

  ******* is a ****** ** patient and was at Overlake Hospital in ******** in March 2022. Her acct #******. I have tried calling countless times, spoken to people in the past, then left voice messages, and no one calls me back or resolves the issue. The last time I actually spoke to someone, they told me not to pay since they are looking into it. That's the last I heard and I give up even trying to reach a human. They are sending invoices for $1,625.00 monthly and I don't believe they are rebilling ****** or ********* like they should be. ******* is on a fixed social security income and on ****** ********* so her health plan should have fully covered this bill from my understanding. She has no funds to pay this bill and if someone called me back or at least confirmed that they rebilled ******, then I wouldn't keep receiving bills every month. Someone in their billing **** needs to resolve this and reach out to me and confirm it's been resolved.

  Business Response

  Date: 11/22/2022

  The patient has a ******** Advantage plan, which is a replacement to traditional ********, therefore ****** ******** is the only insurance that should be billed.

  
  The patient's insurance is ****** ********. Overlake billed this insurance on 04.02.22 the insurance was processed and paid on 05.05.22 leaving a remaining patient responsibility balance of $1,625.00 as the patients copay. An Explanation of Benefits (EOB) are sent to the patient from their insurance company explaining/detailing their charges.
  

  The patients claim has processed correctly. Overlake does have Financial Assistance available.
  
  Our ***************** Services Supervisor spoke with the patients daughter **** on 11.14.22.  Our Supervisor apologized for the incomplete responses to her inquiries.  She let her know that she could see conversations with the patient on four different occasions with the Overlake customer service team.  The customer service team should have been able to resolve her concerns with the first call.  Additional training will be given to the customer service team.  Our Supervisor explained how the claim processed and what insurance was billed and why.  We apologized for her experience.  **** understood.
  
  A financial assistance application was mailed to the patient and **** on 11.14.22 to the address we have on file.  **** verified this was a good address.
   
  This matter has been resolved.

  Customer Answer

  Date: 11/22/2022

   
  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,
  
  ***********************