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:01/12/2023

  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.

  From April 2022 to June 2022 I was charged on the out of network level for in network services and approaching almost a year from the first time this happened they used $100 of the $120-$140 I am owed by them to credit a fake bill for a a 6/14 visit that they charged me $40 for and the amount credited on my account matches the amount "fixed" so far (I can see on the "front end" as **** likes to call it that they have been paid twice for multiple visits). I am owed money by them and they stole it to pay for a fake bill that should be $0 after reprocessing at this point. Overall I am owed around $120-$140 approaching a year later and I am sick of of how they have handled this situation and they have said that every Cigna PPO/OAP member was affected but this is something I don't believe. I don't believe it because all of their other scandals have been in the news but this somehow got covered up or swept under the rug. I also can't even access my personal medical records and they have yet to fix this issue and legally I am obligated to access of those records. So right now, they are breaking the law on that end and I am pretty sure this insurance issue which One Medical blames Cigna and Cigna blames One Medical (i'm inclined to believe ***** since I've seen this happen with another provider submitting facility claims) is also reaching a point where a medical billing/insurance law has been broken. Give me the $120-$140 you owe me back, $100 of which you STOLE to pay for a false bill you haven't even resubmitted to reprocess. You have been paid twice for in network and out of network level payments for multiple visits and I am literally sick of this situation. The person I've been currently working with has zero empathy for how this has triggered my Stiff-Person Syndrome (a terminal neurological disease) and got mad I made two phone calls in October--one about the 6/14 bill that shouldn't exist and two because my disease was acting up and I couldn't type on my phone.

  Business Response

  Date: 01/31/2024

  Hello, 

  My name is ****************** and I am the Director of Patient Relations here at One Medical. Thank you for bringing this issue to our attention, and we'd like to provide support in any way possible. After a recent review of this case, I wanted to share this update: The original claim for 6/14/22 was processed with $97.35 Patient Responsibility for coinsurance. The claim was reprocessed on 2/1/2023 and the insurance paid the full amount with no Patient Responsibility.  Refunds for $20 were issued to patient for **************** 4/18/2022, 5/5/2022, 5/24/2022.

  Our billing manager is very happy to connect with you if you are still in need of support, and will be sending a message to you through the patient portal. 

  Kindly, 

  Cookie De Smet | Patient Relations

   

• Initial Complaint

  Date:12/28/2022

  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.

  One Medical incorrectly billed my womens wellness exam and thyroid labs, leading to a $1200 charge from the lab. I spoke with the insurance company that confirmed it was incorrectly billed and also spoke with the billing department at One Medical, and they were supposed to contact the insurers to get the correct codes. One Medical representatives then stopped responding to my emails- despite that I was passed through 3 different people. They all eventually would stop responding after saying they were working to rectify the issue. After six months of no resolution over email, I took to calling the billing department, leaving several voicemails with no return call despite the answering machine saying that they would respond within 48 business hours. I eventually was able to reach someone who said the issue would be sent up to management (*******) as a top priority. Its been 8 days and I have not received any contact from *******. I called again today and was told that she was made aware of the issue and its unclear why she hasnt reached out. In addition to this its impossible to reach anyone on the phone that can actually rectify the issue- all they will do is tell you that someone will be contacting you. This is such a shameful practice for a medical group; I can only imagine how many people have either given up or been hesitant to continue medical care given the flawed billing practices. Im seeking a refund of my membership cost for this year as well as immediate resolution to my billing issue.

  Business Response

  Date: 02/01/2024

  Hi ********, 

  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. I see that your provider messaged you in April of 2023 to explain that the lab had removed this balance from your account. In an effort to check in and see if support was still needed, our senior billing manager also sent you a message on 1/31/24. 

  I believe this case is resolved, but if there is anything more we can do, or if you would like to connect and provide additional feedback, please reach out to us at *********************************.

   

  Best, 

  Cookie De Smet | Patient Relations

• Initial Complaint

  Date:12/06/2022

  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.

  One Medical has incorrectly charged me for copays on multiple occasions. I contacted them over email to resolve and refund the payment (I should have no copay). At first their email responses were vague. Now they do not respond to any messages. I would like my money refunded immediately.

  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. For the *************** 11/22/22, the claim was reprocessed by insurance on 4/11/23 with a $23.47 copay amount, which the patient paid through the One Medical patient portal on 5/5/23. In this instance, patient met their Out Of Pocket Maximum and should not have had copays. The copays that were paid in 2022 were refunded to patient. 

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

  Kindly, 

  Cookie De Smet | Patient Relations

• Initial Complaint

  Date:11/15/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had no response to my enquiries about labs I had done at One Medical 8 days ago. I have an appointment with an endocrinologist at **** very soon, who is not part of One Medical. An answer to my initial enquiry came within 10 minutes, merely giving me instructions on how to use the app to get my results. I had already done that, but tried several more times to get my latest labs. The most recent results were from 03/01/22, rather than 11/08/22. I have now written several more times to admin, and have had NO reply, not even to say they were investigating.One Medical are notorious for not picking up the phone, and I've now written to them FOUR times asking for some clarification. ****************** appointment is at 11 am today, so he will have no labs to look at.

  Business Response

  Date: 02/14/2023

  Thank you for the opportunity to respond to the individual's complaint.  In the absence of a HIPAA compliant authorization, I am only able to respond in a limited fashion.

  
  Our records indicate that we provided the requested information on November 29, 2022 to both the complainant and the party to which she requested it be shared.  

  
  If you have any questions, please let me know.

  
  Thank you,

  ********************************, CHC, CCEP

  Director, Ethics and ************************************ogsc="rgb(34, 34, 34)" style="color: rgb(34, 34, 34) !important; line-height: *****; margin-top: 0pt; margin-bottom: 0pt;">Enterprise Ethics and Compliance
  Remote Based - *********

  pronouns: she/her
  e. ******************************************

  p. ************

       www.onemedical.com 

• Initial Complaint

  Date:11/03/2022

  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 booked a visit with One Medical a service that advertises itself as an offering as a general practitioner services ************************** I booked a visit online and wanted to have a physical with specific things done like blood work, cholesterol check, sugar levels...the basics.When I went there I said I wanted to just get a check up and that I had a funny mole on my back she said oh I see nothing and sorry I can't do a check up I am not qualified but. "I will not charge you for this visit" I was there for less than 60 seconds. My bill was 245$ and I drove an hour to the office. I believe this is false advertising, no services were rendered. I actually don't care about the money so much, at this point I feel it is my duty to out them for false advertising. They advertise quick and easy appointments but they are hiring people with no medical experience. I still have no idea what the attendant who was very nice, would have done, if she was not qualified to even take my blood pressure? This feels like a scam I do not want others to get tricked by. I have talked to several people on their staff and they all say give us a couple of days. A month goes by and it is the same cycle of me explaining - the person on the phone understanding - then I get another bill. This last time the person I was in conversation with said I should re-submit my insurance and she would see if they would give me a 30% discount. For what? This is Robery. I actually have insurance that would most likely pay the whole thing or I could pay that does not matter. What matters is other people will not be able to pay and this is wrong.

  Business Response

  Date: 12/13/2022

  Please find attached our response to the complaint.  Thank you for the opportunity to respond.  

   

  Sincerely yours,

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

  Director, Ethics and Compliance

• Initial Complaint

  Date:10/18/2022

  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.

  Dispute of $485 billed for 2/22/22 Visit by patient ***********************, Acct #*********, Guarantor #G142 To One Medical Disputes Team,Ive tried several times to resolve this issue over the phone, with no success so am now submitting my dispute in writing, with a cc: to the CA AG, BBB, Medical Board of CA, etc. Until this issue is resolved, kindly cease causing me further damage and inconvenience by sending the unfairly/wrongly billed amount at issue here to collections. Ive been One Medicals patient for more than eight years and hope theyll simply make things right. Otherwise, I reserve my right to submit a Demand for Arbitration.I was deceptively prompted online by One Medical to sign-up for a physical when setting an appointment for a routine doctors visit on Feb 22, 2022 when One Medical had full knowledge it had not yet been a year since my last physical, and therefore I did not need another. I only needed a visit for a discrete medical issue. One Medicals prominent placement of Annual Live Well Visit (Physical) first (see screenshot attached) in its appointments user flow is deceptive. Given that *********************** annual fee is said to include expert help navigating the healthcare maze its fair to assume One Medical would only display the appropriate prompts, and not promote a Physical as an Annual Live Well Visit which is not needed more than once in a calendar year.I detrimentally relied on One Medicals prompt to schedule a physical, when I didnt actually need one and when my insurance wouldnt cover it. Following my visit, I was surprised to receive a bill from One Medical for $485. I immediately contacted One Medical asking they re-bill my insurance for what my visit was a standard in-office visit. Incredibly, One Medical has refused to take this reasonable step to resolve the issue and is instead sticking me (the innocent patient) with the full bill.Im asking you please do the right thing by re-billing my Feb. 22 visit to my insuranc

  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 claim was originally submitted for an annual wellness visit and denied as an annual wellness visit had already taken place within the past 365 days. The claim was recoded and a corrected claim was submitted for ***** on 12/22/22. Aetna paid 100% minus the $20 copay which was paid by patient. Currently, patient has a $0 balance.

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

  Kindly, 

  Cookie De Smet | Patient Relations