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:02/28/2025
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 one medical doctor prescribed a medication that I cannot afford. Fortunately the manufacturer offers a patient assistance program. I applied for this program and was approved. However this program only ships the medication directly to your doctor's office. My one medical doctor's office will not accept the medication and this is the only way I can get my medication I have no other options. I have gone back and forth between my one medical office and the manufacturer's patient assistance program to know avail. I am now unable to get my medication because of one medical's policy of not accepting medication at their office location. I just want my medication.
Business Response
Date: 02/28/2025
Hello *******,
My name is *******, and I'm part of our Patient Relations team here at One Medical. Thank you for reaching out, and I am sorry to hear about the experience you've had with us.
I have escalated this matter to our team, and you can expect to hear a response from us via secure messaging in your account by the end of next week.
All my best,
*******
Initial Complaint
Date:02/27/2025
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 started using One Medical in 2024 and had several visits. My insurance company initially denied coverage, leading One Medical to send me bills. I was able to resolve the issues with my insurance company. They approved the claims (one claim was approved this week and I am waiting for the *** to update) and sent me ***s that indicate zero balance for me. I then reached out to the One Medical billing team via their app, asking them to update the bills. I provided the **** upon their request and followed up twice. A month and a half have passed and yet they have not responded to my messages and kept sending me the incorrect billing statements. In my last contact with their billing team, I made it clear that I would like to resolve the billing issue before I file a complaint with BBB. To my disappointment, there is zero response and/or communication from One Medical team.
Business Response
Date: 02/28/2025
Hello Z,
Thank you for reaching out. My name is *******, and I'm part of our Patient Relations team here at One Medical. I sincerely apologize for the delay you have experienced regarding this case. I have escalated this to our billing management team who is looking into this. You should hear from them by early next week at the latest with an update.
Thank you for your patience,
*******
Initial Complaint
Date:02/27/2025
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.
Cannot get a information about the medication Donepezil to find out what the new dosage is and what the taper procedure is
Business Response
Date: 02/28/2025
Hello *****,
Thank you for reaching out. My name is *******, and I'm part of our Patient Relations team here at One Medical. I see we attempted to contact you about this yesterday - so sorry we missed you! Your team will attempt to get in contact with you again today regarding your questions.
All my best,
*******
Initial Complaint
Date:02/24/2025
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 filing a complaint regarding an unjustified charge from One Medical. I recently noticed a $549 charge for a virtual visit on February 3rd, 2025, regarding my annual wellness blood test results.On January 17th, 2025, I scheduled my annual wellness exam with Dr. ******** ******. During the visit, she instructed me to schedule a separate session for blood work, which I completed on January 22nd. After my test, Dr. ****** messaged me via the One Medical app, requesting that I schedule a virtual session to review my results. I understood this follow-up to be part of my annual wellness exam and therefore covered at no additional cost. At no point was I informed that this would be billed as a separate visit.During the virtual appointment, the doctor was 15 minutes late, and the actual discussion lasted less than 10 minutes. She confirmed that there were no concerns with my resultsinformation that could have been conveyed via a simple free message.When I contacted One Medicals billing team, I received an unhelpful and dismissive response. I also attempted to call the office directly but was informed that there was no way to connect with them. When I reached out to One Medicals administrative team, the customer service representative placed me on hold to gather information, only for the call to be disconnected. I have since found it nearly impossible to communicate with One Medical and dispute this charge.I find this practice misleading and unethical. I have attached a screenshot showing the customer telling me that annual wellness visit is covered by the insurance, the virtual visit request made by the doctor to review my blood work results, as well as the billing information. I request assistance in addressing this matter and facilitating communication with One Medical to resolve this dispute.I appreciate your time and assistance.
Business Response
Date: 02/27/2025
Hello ****,
My name is *******, and I'm part of our Patient Relations team here at One Medical. Thank you for reaching out, and I am sorry to hear about your experience.
Our team is reviewing this case, and you can expect a follow-up message in your account by the end of next week. Thank you for your patience while we investigate this matter for you.
All my best,
*******
Customer Answer
Date: 02/27/2025

Complaint: 22985233
I have not heard anything from OneMedical billing team yet. Waiting for them to help resolve the issue.
I want to reiterate that at no point was I informed that the follow-up visit would be billed separately. Had I been made aware, I would have had the opportunity to decide whether I wanted to proceed with the appointment.

Additionally, I want to clarify that I was able to review my lab results on my own and saw that everything was normal. The only reason I scheduled this meeting was because the doctor specifically requested it. As a patient, I trust my doctors recommendations, and I did not feel like I could ignore your request for a follow-up, even though it was not urgent and did not require further medical intervention.

Since I was neither informed of the charge nor given the option to decline the visit without consequences, I strongly believe this should be considered part of the annual wellness exam. I would appreciate it if the billing team could provide written confirmation of their determination, as well as a clear explanation of how such charges are communicated to patients in advance. Transparency in billing is essential, and I want to ensure that others do not face similar unexpected charges.
Sincerely
Business Response
Date: 02/28/2025
Hello ****,
Thank you for your follow up message. I can assure you our team is reviewing this case, and I expect you will hear back from the team next week.
Thank you for your patience,
*******
Customer Answer
Date: 03/03/2025

Complaint: 22985233

I am rejecting this response because I have not heard actual response nor actions from OneMedical yet.

Sincerely,

**** ***
Business Response
Date: 03/13/2025
Hi ****,
Thank you for your response. I do see an in chart message on 3/6/2025 that you responded to us in chart that you were satisfied with our response. Please reach out to ********************************* if you have any additional questions or concerns.
Thank you
***
Customer Answer
Date: 03/16/2025

Complaint: 22985233

I am rejecting this response because: I received a bill from ******* on March 9th on my annual wellness exam blood test. According to our conversation, the annual wellness exam is free. Why would I be charged by extra amount?

Sincerely,

**** ***
Initial Complaint
Date:02/07/2025
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.
My primary doctor at One Medical ordered some blood work for me for preventative reasons and I wanted to order additional ones to cover some more screening and I reached out to One Medical through phone call asking if they can add additional blood work to my original order and I was told that I had to have an appointment in order to add additional blood work. I had to agree and thought it would be a preventative telehealth visits, but instead they billed me as a regular office visit and even charged for the blood draw (my responsibility was $380 for less than 10mins of a call requesting for additional blood work). After talking to the insurance company, they even questioned why an appointment was needed for requesting additional blood work and why this was billed as office visit instead of preventative. I raised the concern to One Medical and they told me numerous times that they are correct and it's my responsibility to pay. I'm requesting recoding again to reflect correctly the nature of this non-necessary appointment.
Business Response
Date: 02/10/2025
Hello *****,
Thanks for reaching out, and I'm sorry to hear about your experience. I'm *******, and I'm part of our Patient Relations team here at One Medical. I'd love to look into this for you, but I need more information to be able to pull up your account and dive deep. Would you feel comfortable emailing ********************************* with your full name and date of birth so I can review your case?
Thank you,
*******
Customer Answer
Date: 02/11/2025

Complaint: 22914405

I am rejecting this response because: the business asked me for info in private and I submitted the complain again in the email and their response was still making the same claim as before where they couldnt address why an unnecessary appointment was necessary just to add more bloodwork and why adding screening bloodwork was coded as problem focused.

Sincerely,

***** *.
Customer Answer
Date: 02/12/2025
Minyu **
Business Response
Date: 02/20/2025
Hello,
Thank you for your follow up message. The information provided to you privately in your account reflects the most current and up-to-date status on this case. I am sorry if it may not have been the outcome you were looking for, but please note we diligently reviewed this, and have done everything we can.
All my best,
*******
Customer Answer
Date: 02/20/2025

Complaint: 22914405

I am rejecting this response because: the business failed to respond to my questions 1)why this appointment was necessary in the first place when Im only requesting for more blood work 2)the nature of the appointment is to get additional precautionary bloodwork why this was categorized as problem focused? I didnt have any problems going into the appointment. Even the insurance company agreed that this appointment was not necessary and it was not the right coding. The business just decided not to respond to these two questions.

Sincerely,

Minyu **
Initial Complaint
Date:01/30/2025
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.
To The BBB:======I am writing with a complaint about Amazon OneMedical. Simply put, their business practices are deceptive. What was a simple medical visit intended to get a prescription refill order completed wound up being a $363 bill. ======Last summer I was needing a refill on a prescription but didn't have an established primary care physician at the time. I had seen OneMedical promotions around, and with their offer of a free trial, I decided to enroll.======I visited ********************** on **************** in *******, and was asked for my insurance card by the receptionist on duty. She returned the card to me with a smile when I was leaving, and said to have a nice day. Absolutely nothing was said at any point during the visit that I might be on the hook for hundreds of dollars in fees.======By the time two months had passed, I had only been for one visit to ****** *********, their nurse practitioner and contractor for Amazon OneMedical's services. The *** directory for Ms. ********* listed her as a local facility. My initial visit with her lasted approximately one hour, and I was asked to return for a blood lab later in the month (with a technician), which took less than an hour. ======Upon seeing a claim that was refused by my insurance plan over some technicality related to *********** location of practice (she had two offices, both in the same city in which I live), I saw I'd been billed for $363. For the two visits, that struck me as excessive and deceptive. ======Please see the attachments for additional details. Your prompt attention to this matter would be appreciated.
Business Response
Date: 02/03/2025
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 reached out to our billing manager, and you should be receiving a message from her today regarding this matter.
All my best,
*******
Customer Answer
Date: 02/07/2025
To the Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 22879542.
While I have agreed to pay the discounted rate of $231.89 by ******, one of OneMedical's administrators, my cooperation should not be construed as "satisfaction". I'm still annoyed about the manner in which my medical visit was charged, and the rate, and want to go on record as saying such. Organizations should always be up front about pricing, without inviting customers to sign up, and then later surprising them with "fine print." Consumers aren't looking to freeload, we just want fair treatment at a reasonable price.
The $231.89 has been drafted from my form of payment; proof is in the attached PDF receipt file. I have since informed the business to hereafter cease all contact, including promotional messages.
Thank you for your assistance in this matter.
Sincerely,
******* ***** Ii
Initial Complaint
Date:01/30/2025
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 had a lab draw through the complimentary services of 9/13/2024. For that draw, that asked me if I would like a flu shot? I figured why not since I was already there. Months late, I receive a bill for $213 for the vaccine. Had I known this, of course I wouldn't have paid this when I could've gone to a pharmacy for free. That being said, when speaking to them, they told me that they could adjust my vaccine cost to cash pay, which is still over $100. Feeling that this was still unsatisfactory, I called to speak to a billing specialist. The billing specialist told me that it was my responsibility to ask more questions, not theirs. She also told me that I could take more time to educate myself on the billing as there's no way for them to know what my specific insurance would cover. At this point, I mentioned that I felt I was being shamed/demeaned for my lack of knowledge and reasonable assumption that a vaccine would be over $200. She also said that she couldn't give me the cash pay price, because that is illegal. Now, I'm stuck with a $200 bill for a flu shot. It's completely unreasonable. I asked if I had the opportunity to escalate it, as I had already attempted and they sent me to the receptionist at a local office in ******, **, and that was the furthest she could go to escalate my call.
Business Response
Date: 02/03/2025
Hello ****,
Thank you for reaching out. I'm *******, and I'm part of our Patient Relations team here at One Medical. I have reached out to our Billing Manager, and you should receive a message from her today regarding this matter.
All my best,
*******
Initial Complaint
Date:01/30/2025
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 decided to use my one free annual checkup provided by my insurance. I used One Medical's service to schedule an Annual Wellness Visit. I made the visit on August 16, 2024, and I was billed $10 at the desk after insurance. The following month, in October, I received a bill for $531.12 from One Medical. I contacted One Medical and found out that my visit was recoded because "...Missing components: ************************* review of allergies and medications."The screenings were the only thing incomplete, and I was able to complete them in November, but allergies, medications, and preventions were discussed during my initial visit with **** ****, MD. I saw her typing information in the computer after I answered her questions around those topics. Moreover, I received a prescription during that initial visit for medication.I have contacted One Medical via online and over the phone hoping to resolve the issue. On my bill it is still listed as a ****************** Visit. I feel deceived by One Medical because I contacted One Medical specifically requesting a free Annual Wellness Visit (screenshot included) that was covered by my insurance. I have screenshots from their system about the visit as evidence that an annual wellness visit was scheduled with **** ****, MD and that was my understanding.I don't know what more I could have done with scheduling because I cannot afford to unintentional medical bills and I made that clear upon initial contact.
Business Response
Date: 02/05/2025
Hello *********,
Thank you for reaching out, and I am sorry to hear about your experience here. My name is *******, and I'm part of our Patient Relations team here at One Medical. I've reached out to our billing management team, and you should be hearing from them regarding this matter today. Please check your account for a message from them.
All my best,
*******
Customer Answer
Date: 02/06/2025
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:01/29/2025
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.
My complaint specifically concerns the policies and customer service practices of **********************, particularly in relation to how they handle patient care for those on a free trial versus paid memberships. Additionally, the unprofessional behavior of a call center representative. I signed up for One Medical under their advertised promotion, which stated that new members receive a 14-day free trial before being charged. I fully intended to continue my membership and sought care for multiple medical concerns. As part of my care plan, physical therapy was ordered, By the date of my appointment, the orders had not been sent to the PT office. I called OMs office During our conversation, Anana informed me that ** does not process same-day orders. I explained that these were not same-day orders but rather standing orders that should have been placed by my provider days earlier. I requested that she escalate the issue or find a way to ensure the orders were sent before my appointment. She refused, repeating that ** does not process same-day orders and offered no resolution. I questioned the value of a paid membership if I was receiving no priority care or concierge benefits, she responded that I was on a free trial. This response was deeply concerning. The status of my membership should have no bearing on the quality of care I receive. Medical decisions and patient support should not be influenced by whether someone is in a trial period or has already been billed. This interaction led me to believe that One Medical prioritizes patients based on their payment status rather than their medical needs. As a result of this experience, I am deeply concerned about their discriminatory treatment of patients who have not yet been charged for their membership, despite being actively enrolled and under a providers care. Their actions not only undermine the premise of concierge medicine but also raise ethical concerns regarding equitable access to healthcare within their system.
Business Response
Date: 01/29/2025
Hi ********,
My name is *** and I lead our Patient Experience team. We received your email yesterday with your concerns about your treatment. I see *****, our manager has already reached out to you to set up some time to discuss your concerns. I'm sorry that the customer service specialist gave confusing information over the phone. All of our membership, whether on a free trial or a paid membership, are treated the same. Please feel free to reply to ******* message to provide further support in your membership. She would be more than happy to connect with you.
Best,
***
Initial Complaint
Date:01/29/2025
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On January 29, 2025, I had a scheduled interview with ******* ******** at One Medical for a Team Lead position. The interview was unprofessional and *************. Stanczyc spoke rapidly, making it difficult to understand the position details. My primary concern is her dismissal of my CMA and RMA certifications from *** and ***, stating my education was invalid because the institution is no longer operating. These nationally recognized certifications, which require proof of education, validate my qualifications. This dismissal, despite my experience, was insulting. Additionally I know fora fact , In **, experience qualifies Medical Assistants, not necessarily certification. I possess significant experience. Ms. ********** dismissive tone and lack of knowledge regarding qualifications were unprofessional. I request the BBB investigate and One Medical address this interviewer's conduct. I believe I am a qualified candidate.
Business Response
Date: 01/31/2025
Hi ****
My name is *** and I lead our Model Experience team at One Medical. I'm sorry you had a poor experience with the interview process at One Medical. I have shared your experience with our recruiting team and they will be reaching out to further understand the experience to continuously improve. Please don't hesitate to reach us at ********************************* if you have any additional concerns.
Best,
***
Customer Answer
Date: 02/01/2025

Complaint: 22872642

I am rejecting this response because:
Subject: Re: Interview Experience at One Medical

Dear ***,

Thank you for reaching out and acknowledging my negative experience during the interview process at One Medical. I appreciate you sharing my feedback with the recruiting team.

While I understand that you cannot reverse the outcome of my application, I would be grateful for an opportunity to discuss the specific aspects of the interview that I found unprofessional. This would help ensure similar situations don't occur for future applicants.

In particular, I would like you to clarify why an applicant would be automatically disqualified due to circumstances beyond their control, such as the closure of a training program. This information would be valuable for me to share with others.

Thank you for your time and consideration.

Sincerely,

Liza

Business Response
Date: 02/05/2025
Hello ****,
My name is *******, and I work with *** on our Patient Relations team. *** did escalate this concern for you, and it sounds like a manager on ther recruiting team reached out to you via email last week. Regardless, you should be receiving a phone call from a manager on our recruiting team today or tomorrow to discuss this further.
All my best,
*******
Customer Answer
Date: 02/07/2025
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,

**** Carloquijano

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One Medical is NOT a BBB Accredited Business.