Complaints

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

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  One Medical

  Two Embarcadero Ctr Lbby Level San Francisco, CA 94111-3823

• 

  One Medical

  1 Embarcadero Ctr Ste 1900 San Francisco, CA 94111-3723

• 

  One Medical

  2145 University Ave Berkeley, CA 94704-1025

• 

  One Medical

  595 Castro St San Francisco, CA 94114-2511

• 

  One Medical

  7554 Dublin Blvd Dublin, CA 94568-4365

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:08/01/2023

  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.

  One medical requires an annual membership fee of $199 which I had paid on 2/2/23. However, due to losing my job and health insurance, I no longer require One Medical so I cancelled on 7/29/23 was never issued a refund. I feel should at least get half of my membership fee refunding as I only had the membership for around 6 months.

  Business Response

  Date: 08/01/2023

  Hello ****,

  My name is *******, and I'm a Patient Relations Manager with our team here at One Medical. Thank you for sharing your experience with us, and I apologize for any frustrations this has caused you. Upon review, our team reached out to you this morning regarding the refund you requested. Should you need anything else, please don't hesitate to respond to their message, and we will be happy to offer further assistance.

  All my best and respectfully,

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

  Customer Answer

  Date: 08/02/2023

  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:06/12/2023

  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.

  Got a ding on my credit report because I apparently owed money to LabCorp for a blood test I conducted at One Medical's location. They gave me no heads up that I need to pay LabCorp whom I've never heard of. I'm a One Medical customer. Why should I owe LabCorp anything? And after the credit report One Medical refused to call up LabCorp to resolve the situation nor did they compensate me for the hassle and hurt to my credit score.

  Business Response

  Date: 06/14/2023

  Good afternoon,

  My name is *** and I am on the patient experience team.  I'm sorry that you have had frustration with your experience with a LabCorp bill.  One Medical partners with outside vendors to process labs, which may result in a bill.  Billing from outside vendors, like LabCorp is dependent on how much your insurance pays for the labs and what remaining balance you may owe.  In researching your account, it appears that One Medical did assist you with resolving this situation.  If you feel that this is in error, please do not hesitate to reach out by emailing ** at ********************************* and the patient experience team will assist you. 

  Thank you for your feedback,

  ********;

• Initial Complaint

  Date:05/26/2023

  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.

  In the past, one medical always informed me if something was likely to not be covered by my insurance. I had grown to trust them and the guidance from my doctors. I was charged by my insurance for bloodwork and a vaccine that I was not made aware would likely never be covered. For the vaccine, the first two doses were covered. This is incredibly poor customer service, and I was unable to make an informed financial decision. I am attaching the last correspondence from them about this issue. As you can see, I never ever received an update from them. Fast forward to today, almost a year later, I received a bill from a collections agency. I never got any updates from them after my complaints. I have been a loyal, paying member for 7 years and this has never happened before but they refuse to correct it. The test and vaccines I got was at the urging of my doctor, who also told me she would sort it out with my insurance and seemingly never did. Apart from this, One Medical does not live up to other promises. They sell memberships offering same-day appointments, which are never ever available anymore, not even virtually. They are selling a lie. I am seeking for them to address this matter with my insurance themselves, or cover the balance. Because this is due to no error of my own. I have always been told in the past if something would not be covered. I would not have gotten these things if I knew this.

  Business Response

  Date: 06/07/2023

  Hello *****,

  Thank you for reaching out. My name is *******, and I'm part of our Patient Relations team - I'm sorry to hear about your experience. I understand our team has already been in contact with you, and you can expect additional contact this week.

  If there is anything else you need in the meantime, please don't hesitate to send a message to ************************************** and we will be happy to help.

   

  All my best and respectfully,

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

  Patient Relations

• Initial Complaint

  Date:05/18/2023

  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.

  My issue is I have 2 insurances I have Cigna and Tricare, One Medical bills both sometimes I am charged a ** pay when I should not be and sometimes I am not. I need a Sr. ******* to investigate what is going on. ***** told me not to worry about paying any bill that she would get back to me on 3.16.23 i have notified One Medical of this several times. This is unacceptable I am getting **llection letters now due to thier issue. Contact me immediately to resolve this.

  Business Response

  Date: 05/27/2023

  Good Afternoon,

  Thank you for reaching out to One Medical regarding your complaint.  We have escalated this to our Senior Manager of ********* Services and I understand he has been in contact with you.  I see for the most recent discussion that you are requesting a call back, which our Senior Managers have committed to do on Tuesday.  If this is not resolved satisfactorily, please do not hesitate to email ** at ********************************* and we will escalate this further to Senior Management.

  Thank You,

  Director Patient Experience

  Customer Answer

  Date: 06/06/2023

  One Medical never called me like I asked I have since sent follow up emails to them asking for updates and have yet to hear from them.  I need them to keep me updated weekly on this until its fully resolved.  I do not understand the lack of communication from them.  I pay them $200 a year for this membership.  

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

  **********

• Initial Complaint

  Date:04/13/2023

  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.

  On 11/2/22 I had a basic preventative care visit at One Medical, ***************************************************************************** (phone **************). Blood was taken for lab results to be performed by LabCorp. One Medical either did not or incorrectly indicated that this was preventative and not diagnostic. I learned this when I contacted my insurance provider, Aetna, when I received a bill from LabCorp. Aetna pays for annual preventative claims but not diagnostic. According to *****, all LabCorp needs to do to be paid is to resubmit the claim with the proper preventative codes. Following up with LabCorp, I learned they willingly change diagnosis when instructed by the doctor's ******* One Medical.I reached out to One Medical on 12/8/22 and they finally responded on 12/21/22 with incorrect information. I followed up multiple times about misleading and incorrect information in December and January until they finally acknowledged and understood the problem and opened an investigation. Requests for updates on both 2/6/23 and 3/9/23 offer no sign of progress. It is "still being looked into."I've since paid LabCorp to avoid any credit problems in the short term. However, I'd like One Medical to reimburse me for the money spent and provide a clear and expedient process to follow should this happen again.

  Business Response

  Date: 01/31/2024

  Hello, 

  My name is ****************** and I am the Director of Patient Relations here at One Medical. I wanted to reach out in order to provide an update to this case as our team recently conducted a review. One Medical did send a recode request to LabCorp in April of 2023 in order to correct the claim. This request was accepted by LabCorp and reprocessed, to which LabCorp informed the One Medical team  (on 5/4/23) that the claim had been paid in full and patient no longer had a balance. 

  If you still have questions about this or need any support, we are happy to help. Please call the team at ************.

  Kindly, 

  Cookie De Smet | Patient Relations

  Customer Answer

  Date: 02/01/2024

   
  Complaint: 19933897
  
  I am rejecting this response because: I've already long paid the balance to avoid the slew of negative consequences and I've yet to receive a refund. Due to the amount of time that's past I'm sure it's going to be the equivalent of a second job attempting to get the money back from LabCorp or One Medical. The right thing to do in this situation is for One Medical to handle the refund or pay me themself as the entire situation was precipitated by their negligence and error. I will consider being made whole through One Medical's efforts to be a satisfactory resolution.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 02/02/2024

  Hi *****, 

  Thank you for your response. I did want to reiterate that One Medical did send a coding correction (attached) to LabCorp in April of 2023, which was accepted. Insurance then paid for the claim in full. Upon the reprocessing of that claim, you no longer had a balance for the labs. A refund for any payment made to LabCorp would need to be requested of LabCorp, and not One Medical. LabCorp can be reached at ************. I would advise giving the reference number from the attached LabCorp billing statement to locate the claim, and they should be able to process a refund expediently. I do apologize, as I am unable to refund payments made to companies outside of One Medical, but I do believe this should be relatively simple to resolve if you reach out to them.

  Kindly, 

  Cookie De Smet

  Customer Answer

  Date: 02/06/2024

   
  Complaint: 19933897
  
  Hi Cookie,

  I fully understand that One Medical does not hold the money to be refunded and that I can contact LabCorp to request the refund. I did want to reiterate that this entire problem is One Medical's fault and I'm first learning over a year later that the problem as purportedly been corrected.

  I clearly would rather not deal with One Medical or LabCorp any further so while I understand your position, you are incorrect about your inability to do anything more to resolve the situation. There are no laws of nature nor man preventing you or others at One Medical from handling this issue with LabCorp on my behalf. They are perfectly willing to accept billing errors, incorrect payments, and eventually corrections. If they and One Medical truly cared about the patient, they'd also handle the refund process without my input. Finally, there's nothing preventing One Medical from fixing the problem financially themselves if so motivated. One Medical is owned by Amazon, the fourth largest company in the world at over $500 billion in revenue last year. The amount of good faith repayment would be so small it would be a gross exaggeration to even call it a rounding error.
  

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

• Initial Complaint

  Date:04/07/2023

  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 got an email from One Medical about 1-2 weeks ago saying my account is expiring soon. I found that odd because I have my credit card on file (its not expiring any time soon) and with that on file, I assume my membership auto renews every year. so I tried to renew and it shows you this screen that says convert your membership to personal. Which i found equally odd because I have a personal membership, not a company sponsored one. But despite finding it odd I tried to type in my credit card number. When I hit submit a green circle keeps spinning and spinning and spinning. and it never resolves. so I stopped trying to enter my credit card because I figured whatever this website is trying to do to convert my account is probably wrong anyway and I can see my credit card on file at the bottom. So i'm going to ignore this email and let my membership auto renew.... Well I got the same email alert a few days later on April 5th telling me my membership is going to expire on April 12th. So I went to the one medical app and started messaging the admin/billing team. They told me my credit card isnt on file. I started to explain all the technical issues I was having with their website and pointed out that my credit is on file. They ignored my messages the rest of that day. They ignored my messages all day April 6th and April 7th. Now my membership is set to expire April 12th because One Medical has gone radio silent on the app and wont get back to me about fixing this issue. Is this what I'm paying $200 bucks a year for? to be ignored for 3 days? Look at those dates in the calendar. It's not even a holiday or weekend. why is no one getting back to me?

• Initial Complaint

  Date:03/13/2023

  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 received a notice from a collections agency that I owe One Medical $20 for an office visit on 7/6/21. One Medical never made any contact with me to let me know I had an outstanding bill even though they have an app with messaging capability. In fact, when I look at my billing through their app, and check my transactions for that visit, it says $20 insurance pending. It does not say that I owe that amount. It says $0 under your balance. I reached out to their billing department via the app on 3/3/23 right when I received the collections notice and asked someone to get back to me via phone or the app to resolve this matter. I didnt hear back from anyone, even though theyve been responsive on the app via billing issues before. I followed up on 3/9/23 and have yet to hear back from them (its 3/13). Sending me to collections over money I dont even owe them and then ignoring my requests to fix it is unacceptable. This could negatively affect my credit. This isnt the first billing issue Ive had with One Medical. Past issues have resulted in repeated phone calls and messages with no resolution. I advise other consumers to steer clear of this business if you value your time and want to avoid unnecessary stress.

  Business Response

  Date: 04/10/2023

  BBBcomplaint ID ******************

   

  The patient balance of $20 for a visit on 07/06/2021 was placed into collections and sent to an agency appropriately and according to One Medical policies and in accordance with FDCPA. One Medical debt does not affect credit reporting.

  Our finance system mistakenly indicated on a patient statement that the balance was pending with insurance and not in a collections status.

  We have removed the account from the collections agency and credited the $20 to the patients account to resolve the issue.  The resolution was communicated to the patient via the One Medical application messaging system.

  
  

• Initial Complaint

  Date:02/21/2023

  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 sent invoices to collections for the years 2016-2018. We just found out about these this month when I called them regarding another issue. We never received any invoices for the charges of almost $500. We have received other invoices from them but nothing dating back thus far. We had no way of knowing of these charges. The billing department is UNRESPONSIVE. We have been hung up on several times. The statue of limitations in ** is 5 - 6 years. No one will help us with this issue. Please help.

  Business Response

  Date: 01/31/2024

  Hello, 

  My name is ****************** and I am the Director of Patient Relations here at One Medical. I wanted to reach out and provide an update on this case as our team recently conducted a review. Our records show that currently, there are no open collections cases. One Medical did waive the membership fee for 2016 and sent this message to the patient on 4/22/16:

  "The Annual Membership Fee for you and [name] has been waived for this year. We at One Medical Group look forward to providing you with the exceptional care and high quality service you expect and deserve. Please let me know if there is anything else I can assist you with."

  Please let us know if you still have any questions or need support on this.

  Kindly, 

  Cookie De Smet | Patient Relations

• Initial Complaint

  Date:02/04/2023

  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 overcharged by LabCorp because of incorrect coding done by the One Medical team. Since this was a series of routine tests every few months, One Medical incorrectly coded my tests on 6 separate occasions. Every single time I had to reach out to Billing and be assured that my problem was being looked at but it was never fully resolved. On my last test before the end of the year, I reached out to One Medical on 15 separate occasions over email asking for updates on the status of my billing error. They kept stating that they were looking into it without providing any results or a timeline. I was not offered any discounts or relief on my $200 annual fee in spite of the extreme trouble the team put me through in order to get my insurance payments down nearly $600 as a result of their incompetence. I decided to leave One Medical and find another ******* Care Provider at the end of the year but One Medical still has not resolved three of my bills with LabCorp. LabCorp sent collections to my account because One Medical repeatedly assured me that I should wait for the recoding before I pay for the LabCorp bills. This company is extremely unprofessional and not deserving of peoples business. They have some great doctors and PAs working for them but their administrative division is completely unorganized with poor communication skills on the daily.

  Business Response

  Date: 01/31/2024

  Hello, 

  My name is ****************** and I am the Director of Patient Relations here at One Medical. I wanted to provide an update on this case as our team recently conducted a review. Our records show that our *** Services manager reached out in February of 2023 to let the patient know that the ********* collected on 9/30/21 and 7/26/22 were being reprocessed with ***Corp. Our lab services manager reached out again on 4/6/23 to confirm that ***Corp had reprocessed the lab claims and that the patient had a $0 balance. 

  If you have any additional questions or still need any support with this, please call our team at ************.

  Kindly, 

  Cookie De Smet | Patient Relations

• Initial Complaint

  Date:01/30/2023

  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.

  My one medical appointment is for flu shot only however the doctor start to take my blood pressure without informing me the visit will become the office visit. In addition, I constantly monitor my blood pressure at home and there is no necessary to do office monitor. My expectation is flu shot only however the doctor didn't admin the flu shot until he finished the blood pressure. The bill is 155 for blood pressure test which is unreasonable.

  Business Response

  Date: 01/31/2024

  Hello, 

  My name is ****************** and I am the Director of Patient Relations here at One Medical. I wanted to send an update on this case as our team recently conducted a review. This was a scheduled visit, listed as a follow up for a specific medical concern, and during the visit, in addition to addressing the reason for visit, a flu shot was administered at the patient's request. $155.21 was paid through the patient payment portal on 5/1/23.

  If you have any additional questions or still need support, please call our team at ************. 

  Kindly, 

  Cookie De Smet | Patient Relations