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:12/14/2023
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 been seeing one medical since it was ************ care, when I first started the care was the best I had ever received.Then covid came and it got hard to get help. But they managed by video and in person.Then change to one medical, since then has been one disappointing journey. For one I feel when a patient has a bothersome issue,it should be main focus over what provider thinks. In my case the provider who wasn't my usual didn't touch on my concerns.For two she said, maybe you should get a provider closer to where you live. Seriously I am an older adult and capable of making that decision.For three I decided they don't care so was searching for a provider and my provider says, it's either it and didn't care to see me through till I get established, as a result having trouble during a time I am ill. So 3 mos with no care accept ER.I believe your primary should see you through till you find a provider who will work out.
Business Response
Date: 01/02/2024
Hello ****,

My name is *********************** and I manage our Patient Experience team here at One Medical. I am so sorry that you've been having communication challenges with your provider and our practice. That is absolutely not the experience we aim to provide, and I intend to include this feedback in discussions with our clinical leadership team in order to focus in on clear areas of opportunity for improvement. I would be happy to connect further with you by phone or via message if that would be helpful. My direct email is *************************************.
Kindly,
*********************** | Patient Experience
Initial Complaint
Date:12/10/2023
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.
I have been a member at One Medical in ************ for several years and have no complaint with my primary care provider, who recommended I receive the Shingles vaccine earlier this year and have some labs done.On July 24, 2023 I had my blood drawn for some labs and received my first Shingles vaccine at One Medical. I was charged:$140 for the Vaccine $25 for the ********************** $0 for a Venipuncture Total bill: $165 On November 15, 2023 I returned to the same One Medical office and had my blood drawn for some labs and received my second Shingles vaccine. I was charged:$1498 with an adjustment for being self-pay of $449.40 so totaling $1048.60 $261 with an adjustment for being self-pay of $78.30 so totaling $182.79 $43 with an adjustment for being self-pay of $12.90 so totaling $30.10 Total bill: $1261.40 I called to find out why the charges had increased so markedly and spoke to three different people during four phone calls. In the end I was told that they had increasing their self-pay charges as of October. I asked if there had been any notices sent out to that effect. The customer service person said that they believed so, but I could not find an email or a message in the app informing me of these increases.It does not seem like they should be able to increase their prices tenfold without notifying a patient in advance. In addition, this vaccine costs $185.99 at ******* so it doesn't seem justifiable for them to be charging so much. Please help me get this fee mitigated.
Business Response
Date: 12/12/2023
Hello ****,
Thank you for reaching out to us. My name is ****************** and I am the Director of Patient Relations here at One Medical. I see that our billing manager reached out as well, and reduced your vaccine fee to the rate prior to the changes in October 2023. I hope that is a satisfactory resolution for you. If you have any other questions or concerns, please reach out to me directly at ********************************** Thank you!
Other helpful information:
The best way to know what your balance as a self pay patient or patient who chooses not to use insurance is to request an estimate before you receive services. We can usually give you an idea of the range of fees.
One Medical does offer payment plans for up to *********************************** paying balances. You may call the Billing Hotline at ************ to set up a payment plan.
We also offer **************** Assistance. You can find the details here:
*********************************************************************
Or call 888-OneMed1 for information on the **************** Assistance
I hope this information has been useful for you. If it helps, we have a greatBilling FAQ on our website that helps break down billing terminology and processes. Please let me know if you have any questions or concerns, or you can call our billing hotline at ************. The hotline is open from 7am-10pm EST, Monday- Friday and 11am - 8pm EST on **************************************************************************
Customer Answer
Date: 12/12/2023
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:11/30/2023
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.
Hi - I am writing to complain about One Medical as a whole (not just Embaracdero but could not find their head office - another one of my pet peeves is that it is impossible to reach anyone at HQ) and their complete lack of responsiveness or communication. My two children's PCP actually left One Medical and they did not tell me; I found out because I could not make an appointment and was told she had left 6 months ago! In addition, I send messages to my PCP on their platform - on important things like how to read my lab results, medication questions and they go WEEKS without being answered. It's a complete joke of a service, and there is no one to talk to about the spiraling doom loop they are in since Amazon bought them.
Business Response
Date: 11/30/2023
Hello ****,
My name is ****************** and I am the Director of Patient Relations here at One Medical. I am so sorry that you've been having communication challenges with your provider and our practice. That is absolutely not the experience we aim to provide, and I intend to include this feedback in discussions with our clinical leadership team in order to focus in on clear areas of opportunity for improvement. I would be happy to connect further with you by phone or via message if that would be helpful. My direct email is ********************************.
Kindly,
Cookie De Smet | Patient Relations
Initial Complaint
Date:11/22/2023
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 was in the process of obtaining health insurance, and before I received the insurance, I was trying to contact One Medical to get an appointment scheduled for after when my insurance took effect. I believed I was scheduling an appointment, and One Medical had booked me for an appointment. They did not disclose to me that this was an appointment, or that I would be billed for it. This appointment was an eight minute phone call and I received a bill for $225. I was led to believe that I was on the phone with someone scheduling an appointment and at no point was I informed that I would be charged for this eight minute phone call at such an astronomical rate. I have been in conversation with One Medical to explain the situation and try to resolve it, but they have not. I believe this is predatory and fraudulent business practices, and I should not be held responsible. Such a high price for an eight minute phone call that was conducted under deceptive circumstances.
Business Response
Date: 11/30/2023
Hi ******,
My name is ****************** and I am the Director of Patient Relations here at One Medical. I'm happy to partner with you on this and provide any clarification needed regarding your billing feedback. I have attached the disclaimer around visit billing that is shared with patients prior to beginning a remote visit with a provider. We do our best to ensure that communications around visit billing are shared in order to prepare patients for any costs they may incur from care. I do see that you inquired about a waiver of this bill from your remote visit and that the waiver request was not able to be accommodated as services were rendered at the visit. We are, however, able to offer a payment plan for this visit and can distribute payments in up to twelve increments. If you'd like to begin a payment plan, please let us know and we can get you set up expediently.
I'm sorry that you are frustrated by this experience and I hope that the option of a payment plan is helpful. If you would like to review any of communications sent to you before and after your appointment, you can access via the One Medical app or the patient portal at onemedical.com.
Best,
Cookie De Smet
Customer Answer
Date: 12/01/2023

Complaint: 20906176

I am rejecting this response because it does not address my original complaint. I was not told I would be charged for this appointment. And the amount One Medical is charging me is ludicrous. $225 for an 8 minute phone call equates to $1687.5/hour, which is indefensible, especially considering this amount was not disclosed to me before hand.
Please do the right thing and waive these charges.

Sincerely,

*****************************
Business Response
Date: 12/01/2023
Hello ******,
Again, I do apologize that your bill was unexpected, and we want to help make paying more accessible, via an incremental payment plan. Your original feedback stated that you were not made aware that you were participating in a visit that would be billed to your insurance, but the previously attached explanation was shared with you prior to your remote visit, in addition to the message sent to you after your initial interaction with a clinician where it was recommended that the next steps would be to book a visit (either in person or remote.) In the referenced message, our clinical team sent you the following:
"Since youre new to One Medical, we'll need to meet with you to establish care. We can use this opportunity to address your medical concern and answer any questions you might have regarding our services.
Here are a few options to consider:
If youre located in a state where we have One Medical offices : Please book an ********* Visit or Remote Visit using our app or web portal.
If youre able to travel to a One Medical office in a neighboring state: Please book an ********* Visit using our app or web portal.
If neither of the above scenarios apply or youre unable to find a timely appointment: Youre welcome to use the Urgent Video Chat feature on our app. On-demand urgent video chats are included with your membership and are available 24/7.
We look forward to meeting you. Please feel free to reply to this message if you have any non-urgent questions or concerns in the meantime."

I can continue to look into any other billing adjustment options, but as I stated, because services were rendered in that visit, we are unable to waive. For future reference, you can always request the administrative team share cost estimates for any visit or service not covered by the membership fee. I will connect with our billing team and reach out to you directly with any updates.
Kindly,
Cookie De Smet | Patient Relations
Initial Complaint
Date:11/11/2023
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 have been contacted by the company *********************** Company who claim they are collecting a debt of $123.48 owed to One Medical. However, on the date of alleged service I was in ***** and could not possibly have visited the One Medical office in **********. I've explained this to them multiple times and they persist. The reference number on the communications from *********************** is ********
Business Response
Date: 11/17/2023
Hi *****,
My name is ****************** and I am the Director of Patient Relations here at One Medical. I reviewed this charge and I do see that our team sent you communication on 10/19/22 explaining that this charge was from a remote visit, not one that took place in office. If you would like to discuss further and need any additional context, I am always happy to connect and provide any records needed. I hope you have a wonderful weekend and feel free to follow up with me directly if you would like, ********************************.

Best,
Cookie De Smet
Patient Relations | One Medical
Customer Answer
Date: 11/21/2023

Complaint: 20857360

I am rejecting this response because:
When I was first contacted about this amount, I was told it was a membership fee. When I explained that I had canceled my membership, I was then told it was for an office visit. Now that I have explained that I was not in the country at the time, I am now told this was a remote visit. This story keeps changing.
I know that while in ***** I did not have any medical problems and I did not make a remote doctor visit. Your records are in error!
If you continue to insist that I had some remote visit, then please provide the name of the doctor, the ** address that I allegedly connected from, what the issue was, and what action was taken. I would also like the exact time to the minute and duration of this visit. I suspect it will be a time that I can prove I was either doing some other activity or asleep.

Sincerely,

*************************
Initial Complaint
Date:11/10/2023
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.
Dates: 9/14 and 10/12 2023 Service: Vaccine COMPLAINT: FRAUD Was QUOTED in writing the self-pay cost that has now been doubled. They did NOT listen when I said this is not covered by my **************** it to insurance anyway - yet, gave me a self-pay price in writing that they are refusing to honor. I have explained the situation no less than 10 times to 10 different people and it keeps coming back to pay us $861 instead of $430
Business Response
Date: 11/17/2023
Hi *****,
My name is ****************** and I am the Director of Patient Relations here at One Medical. I am so sorry that you've been having a frustrating experience with billing and I am happy to provide any support that I can. I do see the correspondence from our team explaining the self pay rate change on 10/1, but I understand that other team members shared the former rates with you as well. I have submitted a request to have our billing team review this circumstance and will follow up with you via message in your chart once that review and any adjustments that need to be made to your bill are complete.
I anticipate having a positive resolution for you by 11/28/23.
Best,
Cookie De Smet
Patient Relations | One Medical
Initial Complaint
Date:10/24/2023
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.
One Medical received a payment from me, but sent the bill to a collections agency that has harassed me continually for months. When I contacted One Medical, they refused to clarify why they had sent the bill to collections, and refused to clarify whether I had paid my bill. I have proof that the check is cashed by One Medical, but still no indication that the situation is resolved from either One Medical or from the collections agency.
Business Response
Date: 11/04/2023
Hi ****,
We connected via phone call to understand source of this billing complaint and additional context regarding this issue. I worked with the internal billing team to make necessary corrections and the account now correctly shows a $0 balance. I'll also send you a confirmation through the patient portal.
Best,
Cookie De Smet
Patient Relations
Initial Complaint
Date:10/03/2023
Type:Sales and Advertising 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 have received three major bills from OneMedical over 7 months after service. In June 2023, I received a bill from October 2022. In September 2023, I received two bills for service in January 2023. Even though previous visits had been fully covered by my insurance as in-network, these three bills indicate out-of-network service. When I contacted the billing department, they notified me they had already sent my bills to collections. It was a total of around $800 across all the bills. I notified the company that I terminated my membership in February 2023 due to a switch of insurance to ********* Related, all outstanding balances from the previous 3 months should have been billed to ******** for retroactive coverage, but it appears they did not do this even though they were notified of this change. I am unable to directly message any responses with the billing department as it consistently prompts me to renew my membership to respond to any messages, so I try to email and get redirected to try to renew my membership. I believe several of these services were incorrectly billed as well as the extreme delay in notifying me of charges is a grievous error. Additionally, when I terminated my membership in February 2023, as well as following up on termination in April 2023, I had $0 outstanding balance. The remaining bills were only added to the account after termination of membership.
Business Response
Date: 10/09/2023
Patient was contacted through One Medical's internal messaging system by the billing department. In order to move forward in disputing this bill, patient needs to provide proof that they were ******** eligible during the time period referenced. If patient had ******** at any time for which they are being billed, they will need to call the billing hotline to correct records. This will allow our teams to provide assistance expediently. Billing hotline: ************
Initial Complaint
Date:10/02/2023
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.
One Medical erroneously billed me for $112 in September 2022. My bill was sent out to a lab for collection, but One Medical promised me theyd freeze it while they investigated the error. They did not. My bill is now in collections.In addition, One Medical erroneously billed me two times in the prior year. Both times my insurance confirmed it was billed incorrectly.In addition, One Medical complicated crucial treatment by providing incorrect information to me about my insurance and referrals to specialist doctors.I documented each of these cases and issued a complain to my state attorney generals office. One Medical responded with falsified information to justify their actions. I responded with screenshots of conversations on the One Medical app proving their errors and One Medical refused to respond.I also reached out to the head of ethics citing the above and asking for assistance. It has been over 4 weeks with no response.To summarize, I currently owe an erroneous $112 to One Medical, am in collections because of One Medical failing to keep their promised commitment of freezing bills, and have spent hours trying remedy issues caused by One Medical with no response or acknowledgement of error.
Business Response
Date: 10/13/2023
The bill being referred to is owed to LabCorp, not One Medical. One Medical has responded to patient multiple times, explaining the accuracy of billing and coding in this matter as well as providing guidance on best next steps to resolve with LabCorp. The lab bill patient received is the result of non coverage during the time the labs were completed. Additionally, patient was made aware multiple times that One Medical does not participate with any AHCCCS ********** plans. At this time, One Medical, as an additional courtesy, is communicating with LabCorp leadership to best understand what options patient has to resolve this bill and to assist in any way to expedite resolution.
Customer Answer
Date: 10/17/2023

Complaint: 20685687

I am rejecting this response because:
One Medical is completely and blatantly dishonest in their response.
The bill is owed to LabCorp - yes; however, LabCorp received the bill because One Medical sent the incorrect diagnostic codes to my insurance. This happened twice before - this time they are blaming it on a lack of coverage, but that is incorrect. In the attached messages, you will see that this also happened last time: they made the same assumption, researched it, admitted they were wrong and it was not due to a lack of coverage, but rather incorrect coding. It's the same issue this time. I have never had a gap in my coverage at any point and always shared my updated coverage during visits.
Additionally, they claim they are not partnered with any ******** plans. While I eventually discovered this is true through my own research, this was not communicated to me by One Medical, as they suggested. In fact, One Medical's company policy disallows them to see patients who are out of network, but I was able to continue scheduling appointments and get care AFTER informing them I had transitioned from employee sponsored insurance to ********. So not only was it never communicated to me in the first place, but they communicated the opposite and confirmed I could continue using them as a provider while on ********. My issue is not their policy, but the discrepancies between their policy and what their agents communicate.
One Medical offers the couresty to work with LabCorp to expedite a solution to this issue. However, One Medical also "offered the courtesy" to freeze my bill at LabCorp while they had their billing team investigate my original claim around this bill. I was sent to collections anyway, and when I called LabCorp to ask why, they confirmed they never received a single call from One Medical about freezing my bill.
Lastly, it is noteworthy that I have attempted to resolve this issue with One Medical directly but they continue to disregard and ignore my messages/calls. I have reached out directly to billing teams, the director of ethics, and through my state AG in hopes of bettering the situation. One Medical has not responded to any of these inquires (as you can see in the attached).
I will not accept their baseless claims and continued disregard for fair medical practice.
Sincerely,

***************************
Business Response
Date: 10/18/2023
Hello ****,
We're sorry to hear that you continue to be dissatisfied with One Medical's response to your billing complaints with LabCorp. We feel that we addressed these issues in prior documented communications, including those related to ********* If you feel that it would be helpful, we are available for a phone call to revisit these communications and address any potential misunderstandings. We have also been responsive to your billing messages and the ******* Attorney General inquiry. Please send ** a message to ********************************* to let ** know when you would be available for a conversation. We are happy to meet with you as soon as you are able.
Sincerely,
Cookie De Smet
Patient Relations- One Medical
Customer Answer
Date: 10/22/2023

Complaint: 20685687

I am rejecting this response because: One Medical continues to be blatantly dishonest. Please see attached. One Medical claims they have been communicating with me about this issue but has not responded to one of my prior messages (dating back to May of this year). Not one. I have reached out directly to their billing team (multiple times), their admin team, and the director of ethics. The only time I received communication from One Medical was in response to a complaint I sent to the Attorney General; however, their response was full of falsified information, and they refused to respond to my response to their claims.
I am not interested in the redundancy of beginning yet another new chain of emails to resolve this - I have already done so, multiple times. The attached screenshots show that One Medical has neglected me as a patient for months despite multiple attempts on my end. This goes far beyond a single erroneous bill and highlights the unethical practices One Medical engages in as a practice, including misappropriating information to the Attorney General, lying to the BBB about their communication with patients, and neglecting my outreach for months on end, causing hours upon hours of time and stress.

Sincerely,

***************************
Initial Complaint
Date:08/17/2023
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.
The Date of the transaction is 10/09/2022, I am there for a office visit to check up my toes infection. The doctor give me a checking for 5 mins and no medication provided and think my toe will heal itself. then I left the place, couple of days later I receive the surprise bill of total 340$ charges for only 5 Mins and no medication or check *** whatsoever. I am really disappointed at the surprise bill I received. I tried to negotiate with them but even worse they put me into collection agency. The check/EFT number is 22311B100010236200, NPI # is **********
Business Response
Date: 08/25/2023
Hello *******,
My name is *******, and I'm a Manager on our Patient Relations Team here at One Medical. Thank you for reaching out, and I'm sorry to hear about your experience. Our providers determine proper coding based on what was discussed, and insurance determines patient responsibility based on the specific insurance plan benefits. I can confirm that the information provided to you to date is accurate and current. If you have any additional questions, we would suggest following up with the specific insurance company providing your coverage.
All my best,
******************
Customer Answer
Date: 08/30/2023

Complaint: 20482692

I am rejecting this response because:
The reply didnt address my concern at all. It makes no sense to charge based on so-called code, without considering the actual service provided. In another words, do you even think it is reasonable to charge hundreds of dollars if I just said hi to your operator? I asked this because this is literally the service I received. I described my situation and your operator asked me to go back home and have some rest. If you think this is the service worth hundreds of dollars, you are not a healthcare provider, you are a professional robber.

Sincerely,

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

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