Business Profile

Medical Service Organization

One Medical

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Complaints

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

Customer Complaints Summary

121 total complaints in the last 3 years.
66 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:06/22/2025
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 am writing to dispute a $652 charge for a 10-minute virtual consultation on ********** to renew my birth control prescription. I decided to use One Medical to avoid a visit to avoid an in-person visit to my pharmacy and am now stuck with a massive bill. I have already attempted to resolve this dispute via the patient portal but am not satisfied as One Medical insists that the coding is accurate. Due to the misleading user interfaces across the Amazon ********************** Landing page and One Medicals patient portal, I am requesting the charge be reduced to the advertised $49 cost, or be waived entirely. Misleading User Interfaces Amazons landing page for One Medical clearly states $49 fee for video visits. *************************************************** creating a One Medical account, the only reasonable option available to match a video visit is the remote visit option. However the Remote Visit option is actually charged as a in-person visit with a primary care provider. This branding and interface discrepancy caused significant confusion, as I reasonably expected the cost to be $49, not $652. No good faith estimate was provided before the appointment, as required under the No Surprises Act, nor was informed of any higher fees. Additionally, as detailed in other BBB complaints, this interface discrepancy has been a source of multiple complaints. It is extremely likely that anyone flowing in from Amazons One Medical landing page will assume that remote visit is the same as video visit (of which there is no direct 1 to 1 selection available on One Medicals patient portal).*I request the following:*1) Adjust the charge to $49, as advertised for a video visit, or waive the charge entirely due to misleading user ************ Align the Amazon ********************** app and website interfaces to clearly and consistently communicate pricing and option verbiage, ensuring future patients are not misled by the assumption that video visits cost $49, as advertised.
Business Response
Date: 06/27/2025
Hello,
Thank you for reaching out regarding your concerns. It appears that your concerns have been addressed using secure, in-app messages. The $49 rate is for our Pay Per Visit service, which is a one time service through a separate interface and organization. You did not click on Pay Per Visit or utilize this service.
Instead, you signed up for the membership based service, which provides ongoing care for patients. On the screenshot you provided, it states "billed to you or your insurance" and there is a second disclosure immediately prior to booking the appointment letting you know how the visit will be billed. I'm sorry you found this confusing.
If you have further questions, please reach out to us at [email protected]
Initial Complaint
Date:06/12/2025
Type:Product 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 January 3rd, 2024, I visited my primary care provider at One Medical ********* ****** for needed services. On April 10, 2024 I was charged $772 for this visit and I paid in full. I called One Medical at that time to ask why I was charged and they said my insurance denied the claim as I was no longer covered. I asked which insurance was billed and was told *****. This was an old insurance policy, which I noted, and said I had provided them my new insurer, *****************, in December 2023. They told me once my new insurer was billed then I would be refunded and all rectified- so I paid. Well, my new insurer was not billed. I had to keep calling and calling. Then finally in August 2024 ***************** was billed after my repeated queries, but the timing was too far from the visit **** vis their contract with One Medical which stipulates billing within 90 days, so they denied the claim. Once again I was told I would be refunded since I was not at fault but One Medical was. No refund appeared. I have called at least 10X on this matter, always starting from square 1, always being told a supervisor would call me back, and never having that occur. I have been blamed for not providing my insurance in a timely fashion, which they have admitted is not true since they billed my active insurer (United Healthcare) in December 2023 for another visit. They just do not care to refund the money they owe me- because they have been paid. And I have access, medical knowledge and privilege- so if this predatory behavior is happening to me it is happening to may more clients of One Medical without the ability to combat it.
Business Response
Date: 06/17/2025
Hello Melissa,
My name is also Melissa, and I'm part of our Patient Relations team here at One Medical. Thank you for reaching out, and I am truly sorry to hear about this experience.
I have synced with our billing management team, and you should hear an update on this matter directly from them by the end of this week.
Thank you for your patience, and we look forward to resolving this for you.
All my best,
Melissa C.
Customer Answer
Date: 06/18/2025

Complaint: 23460580

I am rejecting this response because: it does not address my refund nor state it is being processed. I can see a "pending" refund now on my credit card but until this goes through the complaint will remain active. Again, I am deeply unhappy with how long this has taken and how many touch points I have made with them to resolve it. Once my refund is fully processed then they may put that in writing.

Sincerely,

Melissa Paoloni
Business Response
Date: 06/18/2025
Hi Melissa,
Thank you for following up. Our team sent you a message today in your account with an update on this matter. Please check there for the most current and up-to-date information regarding this request.
All my best,
Melissa C.
Initial Complaint
Date:06/10/2025
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 is a complaint about lack of transparency pricing - Amazon One Medical gives people two ways to get medical care: Membership and Pay-per-visit. The website states "One Medical memberships can be purchased by Prime members for $9/mo or $99/yr for the first member and $6/mo or $66/yr for each additional family member (maximum 5). If you're not a Prime member, One Medical memberships are available at ************************** for $199/yr." I have a membership, have been paying $9 mo for 12 months (total $108) but was charged $159 for a video visit. It says get on demand care with membership and nothing else about extra charges.....The second option is $49 pay per visit which is also misleading because when you schedule the appointment you are not informed of the charge. Other websites such as Good Rx fully disclose in advance what the charge is. The same visit with Good RX is $19.00 (fully disclosed in advance). Like many of the other complaints, I also found the customer service to be of no help. The max I should have been charged is $49 - Disputing $110
Business Response
Date: 06/11/2025
Hello *******,
Thanks for reaching out. My name is *******, and I'm part of our Patient Relations team here at One Medical.
I have brought this to the attention of our billing management team, and they will follow up with you directly by the end of the week.
All my best,
******* *.
Initial Complaint
Date:06/03/2025
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.
3 March 2025 I filed a ticket requesting my medical records were electronically transferred to the **. 4 April 2025 I was told my ticket was resolved and to wait ***** business days. 6 April 2025 I was told my ticket was closed. 1 May 2025 My UK provider advised no such record has been received. 1 May 2025 I opened another ticket to follow up. 22 May 2025 Followed up as no response. 3 June 2025 As of today, no word received whatsoever.
Business Response
Date: 06/04/2025
Hello *******,
My name is *******, and I'm part of our Patient Relations team here at One Medical. Thanks for reaching out, and I'm happy to help.
We responded on April 4th requesting additional information, to which we never received a response from you. I'm happy to reach out to you via your email and provide you with next steps to move forward.
All my best,
*******
Customer Answer
Date: 06/07/2025

Complaint: 23414596

I am rejecting this response because: I did not get the email on 4 April in question but rather got an email on 2nd April telling me by ticket was resolved and I should see a resolution in ***** business days.
OneMedical has reached out over email to resolve my ticket but has not yet resolved it so I cannot say I am happy at this moment.
Sincerely,

******* ******
Business Response
Date: 06/09/2025
Hello *******,
Thank you for your follow up. I have brought our medical records management team to this, and you should hear from them this week with next steps.
All my best,
******* *.
Customer Answer
Date: 06/11/2025
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:06/02/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On May 12th, I had a 10-minute virtual call with a nurse practitioner for a blood pressure medication renewal. I was recently billed $381 for this call, which I believe should have been covered under my One Medical Prime membership as part of the included 24/7 on-demand virtual care. As per the membership benefits, I understand that on-demand virtual care is included at no extra cost, but it seems this call was billed as a scheduled visit. It's not clear that I was going to be charged for the call. Without a One Medical membership I would have been charged $45 for the same service.
Business Response
Date: 06/02/2025
Hello *******,
My name is *******, and I'm part of our Patient Relations team here at One Medical. Thanks for reaching out, and I'm sorry to hear about the experience you've had regarding billing.
I've reached out to our billing management team, and you should be hearing from them this week regarding this matter.
Thank you,
******* *.
Initial Complaint
Date:05/12/2025
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.
In early April, I was not feeling well. Upon the referral from a fellow workmate she told me about ****************************. I checked it out and noticed I could make an appointment for $49.00 for a video appointment. I went online and made the appointment.On April 16th I had my online appointment that lasted about 5 minutes. I noticed my appointment was with a Nurse Practitioner and not a Doctor. I was happy with my appointment but surprised I never received a bill. I assumed the bill would come in the mail. On April 23rd, 2025 I received a bill from AMAZON one medical for $187.85. As you can imagine my surprise. I was expecting a bill for $49.00 not $187.85. I called the ************ number to question my bill. When I questioned the bill the lady I talked with at your 415 telephone # got very argumentative with me. She said I did not pay for the $49 one time visit. I told her that it did not give me an option to pay the $49 ahead of time. She insisted it does when you schedule for the appointment. I did not see that option. She said that I was responsible for the $1187.85 due on May May 21, 2025. I also noticed that on the billing statement it does not say anywhere that it was a video visit over zoom it shows the location as ******* and says it was a new patient office visit of low to moderate complexity. I want to be very clear that this was a zoom visit with a Nurse Practitioner and not a Doctor visit in a brick and mortar with a doctor. It was less than a 5 minute visit with a Nurse Practitioner over a zoom call.I am willing to pay the $49.00 fee that I agreed to pay for But am not willing to pay the $187.85 that they have billed me for. I have made a copy of their website and video that shows the $49.00 appointment video that does not talk about the up fees that they are charging me. I have had multiple people do all the steps I took to make the appointment and everyone said it never lists any other price other than the $49.00.
Business Response
Date: 05/14/2025
Hello *******,
My name is *******, and I'm part of our Patient Relations team here at Amazon One Medical. I am sorry to hear about the confusion and experience you had, and we'd love to make it better.
We've reviewed this case, and have sent you an update via messaging. Please see there for an outcome and next steps.
All my best,
******* *.
Customer Answer
Date: 05/14/2025
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:05/12/2025
Type:Product 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 was seen by my established PCP on 12/27/2024 to address **************** and anxiety. Insurance was billed a ***** code (annual wellness visit) which was denied by insurance because an annual wellness visit/***** was billed within a 12 month period. I did not receive preventative care services that are required for a ***** billing code. This complaint is NOT about my PCP/ practitioner in any way but about the fraudulent billing by one medical and the refusal to correct the billing code.
Customer Answer
Date: 04/29/2025
Billing statement
Business Response
Date: 05/09/2025
Hello *****,
My name is *******, and I'm part of our Patient Relations team here at One Medical. Thank you for reaching out, and I'm sorry to hear about the experience you've had with us.
I have escalated this to our billing management team, and they should be following up with you via messaging in the app regarding this case in the next week.
Thank you for your patience,
******* *.
Business Response
Date: 05/12/2025
Hi *****,
My name is *** and I lead our Patient Experience team at One Medical. Thank you for reaching back out regarding your complaint. I do see an in-app message from 5/9/2025 regarding your recoding request after further review of the coding and the next steps on your visit that I believe resolves this satisfactorily. If you have further questions, please feel free to reply to that message in-app or send us a message at *********************************************************

Best,

***
Customer Answer
Date: 05/13/2025
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:05/08/2025
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 May 1, 2024, I visited One Medical for a routine in-office visit that involved standard, low-complexity health checks. This was a straightforward appointment with no specialized procedures or testing.However, I was surprised to find a claim for $466.21 submitted to my insurance. This amount is significantly higher than expected for a basic visit.For context, I had an identical visit at the same One Medical location two years ago (2023/01/19), involving the same types of checks and billing codes. At that time, the total billed was $120.I have contacted One Medicals billing department for clarification but have not received a satisfactory explanation for the drastic price increase. There were no additional services, tests, or changes in complexity between the two visits to justify this charge.This lack of billing transparency and the sudden cost inflation raises serious concerns. I am seeking a corrected bill that reflects a fair and consistent charge based on the services rendered.- Desired Resolution:A detailed explanation of the $466.21 charge, including billing codes used and a breakdown of services.A revised bill that aligns with standard charges for similar visits, ideally consistent with the prior $120 charge.A commitment to transparent billing practices going forward.
Business Response
Date: 05/09/2025
Hello Ruixi,
My name is *******, and I'm part of our Patient Relations team here at One Medical. Thank you for reaching out, and I'm sorry to hear about your experience.
I see since this posting that our team has messaged you the cost breakdown you've requested here. Please follow up there for any additional questions, and we'd be happy to assist.
All my best,
******* *.
Initial Complaint
Date:05/05/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Complaint Summary:Misleading booking led to a non-PCP visit and a $584 bill.Complaint Details:In February 2025, I contacted One Medical to establish care with a new PCP. A One Medical representative booked the appointment for me, assuring me it was a PCP ******** the appointment, the doctor informed me after the visit began that he was not a PCP and couldnt provide full care. Despite this, the visit continued, and I was later billed $584 for a basic blood pressure check and brief conversationservices I did not need at that time.Neither the doctor nor the office explained beforehand that this was not a PCP visit or that it would fall outside normal coverage with high out-of-pocket costs. I was not in urgent need of care and would have left if properly informed. I have called One Medical requesting a review of this billing and have also written a formal letter to the office but received no response. I hope One Medical will take responsibility for this error and work to restore my trust by resolving this matter fairly.Resolution Sought:I am requesting that One Medical review and dismiss or reduce this charge and improve patient communication to prevent future incidents like this.
Business Response
Date: 05/09/2025
Hello *****,
Thank you for reaching out. My name is *******, and I'm part of our Patient Relations team here at One Medical. I'm sorry to hear about your experience, and we're happy to help.
I have escalated this case to our billing management team, and you can expect to ehar form them in the next few business days regarding an update on this matter.
Thank you for your patience,
******* *.
Customer Answer
Date: 05/12/2025

Complaint: 23288338

Thank you for the reply. I do not accept this resolution because it does not address the central issue in my complaint. I was misled into an appointment I did not ask for, and I was charged $584 for care that was not appropriate to my needs and not clearly disclosed in advance.
This appointment was not scheduled by me. A One Medical phone representative booked it on my behalf and informed me it would be an initial visit with a primary care provider. When I arrived, I was seen by a non-PCP. Only after the visit had begun did the doctor inform me he could not provide the care I was expecting. I was already in the room, placed in a situation where I felt I had to proceed. The visit consisted of basic vitals and a brief conversation. Had I known it would result in a $584 charge, I would not have gone through with it.
Since the visit, I have contacted One Medical's billing department and received responses that do not address the core issue. I have also submitted a formal letter to the office. In each case, I was told the billing was correct and was blamed for having a high deductible plan. These replies ignore my concern about how the appointment was booked and the lack of informed financial consent.
This is not a disagreement over billing codes. It is about how One Medical mishandled the process, miscommunicated the nature of the visit, and failed to inform me of the cost in advance. I followed One Medical's process in good faith and was misled.
I am requesting that One Medical dismiss or significantly reduce the charge. I also hope the company will acknowledge that the handling of this situation was inappropriate and take steps to ensure this does not happen to others.
Sincerely,
***** *******
Business Response
Date: 05/13/2025
Hello *****,
Thanks for your follow-up. Our ****************** team sent you a message regarding this case on 05/12/2025. Please refer to that message for final determination on this case.
Best,
******* *.
Customer Answer
Date: 05/15/2025

Complaint: 23288338

I do not accept this resolution because it does not address the central issue in my complaint. I was misled into an appointment I did not ask for and was charged $584 for care that was neither appropriate to my needs nor clearly disclosed in advance.
This appointment was not scheduled by me. A One Medical phone representative booked it on my behalf, assuring me it would be my initial visit with a primary care provider. When I arrived, I was seen by a non-PCP. Only after the visit began did the doctor inform me he could not provide primary care. I was already in the room and felt I had no choice but to proceed. The visit consisted of basic vitals and a brief conversation. Had I known it would result in a $584 charge, I would have walked out.
Since then, Ive contacted One Medicals billing department and submitted a formal letter to the office. Ive received multiple responses that avoid my actual concern. Instead, Ive been told the billing is correct and blamed for having a high-deductible plan. These replies ignore the issue of how the appointment was booked and the lack of informed financial consent.
Additionally, Ive now seen that my claim lists knee pain and a growth on my ear as reasons for the visit. This is misleading. While I had hoped to discuss those with a PCP, I was not there for urgent treatment. Dr. ***** did not address or treat either concern. I brought them up in good faith as part of establishing care. I discussed them more fully a week later with an actual PCP at a second appointment I booked myself, one that was fully covered by insurance.
This is not a disagreement over billing codes. It is about how One Medical misrepresented the appointment, failed to provide proper care, and charged me for a visit I never knowingly consented to. I followed One Medicals process in good faith and was misled.
I am requesting that One Medical dismiss or significantly reduce the charge. I also ask that the company acknowledge the mishandling of this situation and take steps to prevent similar issues for other patients.
Sincerely,
***** *******
Initial Complaint
Date:04/30/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was charged $600 for a PHONE CALL requesting sleep meds. The meds prescribed are absolutely horrible on top of everything ******* addition, I was given estimates for 5 tiers of care/complexity - this was SECOND FROM THE TOP. What is the low complexity, 'hi, bye'?Really terrible Also tried to call and was told to request a callback. BUT, they never called back. What am I actually paying for?
Business Response
Date: 05/01/2025
Hello Cayenne,
My name is *******, and I'm part of our Patient Relations team here at One Medical. Thank you for reaching out, and I sincerely apologize for the experience you've had with us thus far.
I've connected with our billing management team, and they are reviewing the coding. You should be hearing from them in the next few days.
Thank you for your patience,
******* *.

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