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:01/09/2025
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 am filing this complaint regarding a billing issue with One Medical that remains unresolved due to their lack of *********** 2023, I visited Dr. *** **** at One Medical for an annual physical exam, which is fully covered under my insurance plan and not subject to the deductible. After insurance, I was billed only $10, which I promptly paid. However, a few months later, One Medical sent me another bill for approximately $800, stating that the insurance company had reversed the original claim and determined the visit to be out-of-network.I contacted my insurance company, and they informed me that the reversal was due to the Tax ID provided by **********************, which is listed as out-of-network. This issue likely occurred because Dr. **** left One Medical after my visit. Since the visit took place while Dr. **** was still affiliated with One Medical, this appears to be a mistake.I have sent multiple emails to One Medical seeking assistance in correcting this issue, but I have not received any response. Their lack of communication is unacceptable and has caused undue stress due to the unjustified bill.
Business Response
Date: 01/10/2025
Hello Kun,
Thank you for reaching out. My name is *******, and I'm a manager on our Patient Relations team here at One Medical. I sincerely apologize for your experience and confusion around this case.
I do apologize for the delay in response to you - the team member who was assisting has been out of office. I have reached out to our billing team regarding this matter, and they are currently investigating this matter with utmost importance. Please check your account for updates from them directly.
Thank you for bringing this to our attention, and we look forward to resolving this for you.
All my best and respectfully,
*******
Initial Complaint
Date:12/26/2024
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.
I was referred to OneMedical by a good friend and found out that a doctor she had used there was accepting new patients. I signed up for the yearly membership and had a very good experience with Dr. ***** on October 31st, 2024. I then returned on November 7th, 2024 and spent 20 to 30 min for a follow-up. I was unemployed by that point and I became a self-pay patient and was informed that the visit would be around $200. Three weeks later, on November 25th, 2024 I came down with Strep and returned to be seen. I again reminded the front office staff that I was self-pay. I asked how much the visit would be and the tests that would be performed. Her words were, it depends on the codes but I will let you know. I met with the Nurse Practitioner and she performed three test: Strep, CoVid and ***. She did not inform me how much they would cost. I am in health care and had several ***** tests at home that I could have used. The Strep was around $28, the *** would have been $700 (I chose not to have them send it out to ******* when billing informed me of the cost, and the CoVid was $116. The total bill is $355. I have spoken to 5 people at OneMedical and have been told that this is a training issue, that they spoke to the front office and nurse practitioner. However, the fees still stand and there is nothing that can be done. They suggested I apply to a waiver, which was also denied. The last call, I was told there is nothing that can be done and you owe the amount, end of story.
Business Response
Date: 12/30/2024
Hello,
My name is *** and I lead our patient experience team. I'm sorry that the process to get a self-pay estimate was frustrating and confusing. We bill based on the coded rate, which is determine by the type of appointment you have, length of the appointment, and type of tests or discussions you may have. As a result, the costs can be variable. We do provide estimates in advance prior to undergoing any test or treatments.
We have reduced your bill to our self-pay rate. We are happy to provide a no-interest payment plan over ********************** making payments. Please reach out if you need assistance in setting that up
Best,
***
Customer Answer
Date: 12/31/2024

Complaint: 22732991

I am rejecting this response because:

Sincerely,

********* *******
Customer Answer
Date: 01/02/2025
I was not informed of what different tests would cost. For example, no one said to me that the rapid test for Covid which is free, was going to cost me $116. I was aware that the doctors visit would be $200 per visit. However, the reason for my complaint is for the tests that were administered during the visit because that was another $160 above the cost for the doctors time. It is the doctors fault not mine and I am being charged.
Business Response
Date: 01/03/2025
Hi *********,
My name is *** and I lead our patient experience team at One Medical. I'm sorry that you received unexpected bills, it is the patients responsibility to understand potential costs prior to a visit. We have adjusted your balance to reflect our self-pay rates.
One Medical offers payment plans for up to *********************************** paying balances. You can call our Billing Hotline at ************ to set up a payment plan. That is also a good resource for any questions you have about your bill. The hotline is open from 8am-10pm EST, Monday- Friday. There are details here. Or you can call ************ for information on the **************** Assistance

I hope this explanation provides some clarity regarding this bill. If it helps, we have a great Billing FAQ on our website that helps break down billing terminology and processes.
Best
***
Customer Answer
Date: 01/04/2025

Complaint: 22732991

I am rejecting this response because: it continues to blame the client rather than the company making amends. I know that this will not change your business practices, however, I will let others know howcM I was treated.

Sincerely,

********* *******
Business Response
Date: 01/09/2025
Hello,
Thank you for your response. I'm sorry that you were dissatisfied with our response. It is the patients responsibility to review any costs prior to an appointment or any tests. This cost can vary if you are using insurance vs. self-pay. We have reduced your costs to the lower rate of self-pay and are more than happy to offer you a payment plan. We are unable to change the costs of tests or procedures after the fact as we charge the same self-pay rate to all patients choosing to not use insurance.
Best,
***
Customer Answer
Date: 01/09/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not satisfactory but OneMedical is not interested in taking responsibility with how I was misguided.

Sincerely,

********* *******
Initial Complaint
Date:12/23/2024
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 used One Medical for my primary care visit for the first time in August of this year. During the visit, I told the nurse practitioner who saw me that we had a high deductible plan, and she advised me to use their free virtual care if I have any need to contact them. A few weeks later, I received a reminder to schedule a follow up virtual visit with her to discuss one of my labs, even though I did not really need to follow up because I am a physician myself and understood the labs, but I scheduled a virtual visit anyway since she had advised that virtual visits were free. After the visit, I received a $400 bill, and when I inquired about the advertised free virtual visits, One Medical argues that only unscheduled virtual visits are free, and that the nurse practitioner never specifically said virtual visits under her were free. This felt really misleading and deceptive for patients, I have escalated multiple times for them to remove the bill, One Medical's financial team said they can't do anything b/c the billing codes were correct (even though miscoding is not the root of the issue), and while the office manager said she will ask her manager, it's been months and they've never gotten back to me despite repeated followups. Meanwhile, I kept on getting notices about the overdue ****, and the billing statement threatens collection services if it's not paid. California laws protect consumers from false advertising, I would like the bill to be retracted given the circumstances.
Business Response
Date: 12/26/2024
Hello
My name is *** and I lead our Patient Experience team. I am sorry you felt that we were not forthcoming on the costs of the visit. I'm happy to share some additional information about your membership. I've attached two screenshots. The first is the section you clicked to book your remote visit. Above "Remote Visit" it states "Billed to you or your insurance". The ************** that is included in your membership is in the section below it (see screenshot). Additionally, the last step before booking a billable remote visit is the other screenshot, which states that Remote visits are billed just like a standard office visit. Copays and deductibles may apply.
Your insurance company processed this claim and applied it toward your deductible. Your deductible is the amount you must pay before insurance will start paying toward services you receive. If you haven't met your annual deductible yet, you would see a bill for amount of this visit.
If you have any further questions about your membership, please don't hesitate to reach out to *********************************************************
Best regards,
***
Customer Answer
Date: 12/27/2024

Complaint: 22725035

I am rejecting this response because it does not directly address my concern of OneMedical misleading the patient. I understand how deductibles work, but the issue at hand is that OneMedical should have never billed me in the first place after advertising free virtual visits. While the fine print on the app says virtual visits may be billed, the provider explicitly told me that as a member, virtual visits were free. So any reasonable patient would trust the provider and interpret that to mean all virtual visits, and that while non-members may be billed, for members the virtual visits are free.
From a quick review of previous BBB complaints and Yelp reviews, it seems like I am not the first patient to fall for this deceptive advertisement on virtual visits. I am also a physician myself, so it concerns me even more that OneMedical appears to know that this is a recurring problem, and yet they are choosing to defend their actions and continually confuse and mislead patients.

Sincerely,

****** ***
Business Response
Date: 01/03/2025
Hello,
I'm sorry that you were not satisfied with our response. I understand that this was a frustrating experience for you, and I apologize for any inconvenience it may have caused. We have made several updates to the app to make it more clear for patients, as detailed in the screenshots provided, which indicate which services are billed and which are included with your membership. We have also recently added the final step to verify that you understand it was billed, which was provided in the other screenshot. We spoke to the provider in your case, and the provider has stated that they did clarify that the video chat was complimentary.
If you are having challenges paying your bill, our billing team is more than happy to provide a payment plan for your. Please reach out to them at ********************************************************
Best,
***

Customer Answer
Date: 01/03/2025

Complaint: 22725035

Thank you for making changes to the app to better future patient experiences. However, I am still rejecting the response because this does not change the fact that I was misled in the communication several months ago and that One Medical still has not retracted the bill despite admitting that the provider told me the visit would be complimentary.

Sincerely,

****** ***
Initial Complaint
Date:12/20/2024
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 first experience with One Medical was over a zoom call 10/31 - Charged $994, *** code *****.I spoke with a PA for a doctor check-in. The PA did not adequately address any of my issues or even suggest a physical visit to get checked out. I ended up coming into their office 2 days later on my own accord so that I could physically see a doctor and conduct tests. The $994 I am being charged is inconsistent with subsequent visits (2x the amount) and I should not have been charged more than my actual office visit as you will see in the following visit descriptions. According to the cost of the *** code for ************, **, I should have been charged $504,not $994, an overcharge of $490.__________11/2 - Charged $549, *** code *****. Charged $68.48, *** code ***** I received a physical assessment from an actual doctor *** suggested I go to a hospital to get an Xray. I was also charged for afterhour care at One Medical. It should be noted that the hospital did not charge me for the visit or Xray. According to the cost of the *** code for ************, **, I should have been charged $229,not $549, an overcharge of $320.__________11/11 - Charged $695, *** code *****.The visit was for an ultrasound which the doctor on my 11/2 visit had suggested. According to the cost of the *** code for Walnut Creek, **, I should have been charged $135,not $695, an overcharge of $560.__________11/12 - Charged $549, *** code *****.This was a virtual visit with a nurse to relay the readings of the ultrasound and to confirm I have a large gall stone and to make a referral to an actual specialist to interpret. This was purely an administrative call without any complexity at all, yet it was assigned a cost code as a low complexity visit. According to the cost of the *** code for ************, **, I should have been charged $302, not $549, an overcharge of $****** total charge from One Medical was $2,855, whereas I should have been charged $1,239, an overage of 56%.
Business Response
Date: 12/20/2024
Hello,
My name is *** and I lead the patient experience team at One Medical. Thank you for reaching out regarding your bills. I'm sorry that you felt they were unexpectedly high. One Medical charges all insurances the same amount and what we are paid or what is patient responsibility is determined by what your contract with your insurance company and the benefits you chose entail. Our charges do not determine reimbursement, the patient's policy does.

For estimates of costs, most insurance plans have websites that will estimate payments and personal responsibility for your particular policy.

We are happy to offer you a self pay discount if you choose not to use insurance. If you would like a range of those rates for office visits, please let me know, but they will not be applied to any deductibles you may have on an insurance policy

I hope this information assists you. If you have any questions, please reach out to our Billing Hotline at ************. Thank you again for your inquiry and thank you for being a One Medical patient. Enjoy your day!
Customer Answer
Date: 12/23/2024

Complaint: 22714695

I am rejecting this response because I would like to know what One Medical charges to patients not using insurance.

Sincerely,

****** ********
Business Response
Date: 01/03/2025
Hello,
Thank you for reaching back out to us regarding your concerns with your bills. Our rates are negotiated with your insurance plan, and I would recommend reaching out to them to gain a better understanding of the rates that have been given. Self-pay rates, which are for patients without insurance, vary by market, complexity, and procedures and are also coded per AMA coding guidelines. For the codes you provided, the self pay rates in your market would be similar to the rates charged by your insurance plan. You can also call our billing hotline for additional specifics on any rates or codes and they should be able to assist you.
Best,
***
Customer Answer
Date: 01/03/2025

Complaint: 22714695

I am rejecting this response because there justification for rates is circular. They claim that my payment is based on the agreement I have with my insurance carrier, and had offered another rate if I did not apply insurance. However, they are backing out of their offer.
Regardless of the agreement I have with my insurance, the rate they charge clients is just as expensive. They are ripping people off and charging significantly higher than ********************** would suggest for the same service in the same zip code.

Sincerely,

****** ********
Initial Complaint
Date:12/18/2024
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 went into the One Medical location in ******** (*************) in March of 2024 to establish care with a doctor. I had asked for an estimate on the cost of the visit prior to visiting, which both customer service and billing said they would be unable to provide me (as they are not privy to the negotiated pricing with my insurer - a false claim). The office failed to send me paperwork to complete prior to my appointment, so upon arriving, they advised me that the doctor would complete the paperwork with me. During the ~30 minute visit, the first 25 mins were spent completing paperwork, followed by a 5 minute exam and a recommendation for routine blood testing on another visit. I subsequently received a bill for a moderate to high complexity visit (clearly incorrectly coded), with the explanation that I told the doctor I had moderately high cholesterol and asthma (though nothing was treated). Since, billing has cycled me through a round of a dispute (that they submitted for the wrong cause, resulting in a denial) along with an additional dispute that was never completed. As the doctor has not been able to be reached, a key next step in the dispute for the review of the billing code, the bill was put on pause in May 2024. 7.5 months later, I was reached out to again by billing (over text) saying my bill is due, with no further explanation of the claim or follow up from the doctor or billing supervisor. This business is gouging PPO customers with billing codes that are not aligned with their actual visits, are incredibly unhelpful when it comes to resolving disputes, have inaccessible doctors (both a risk to patients health and to correcting billing issues), have incredibly rude office staff (office manager on one occasion told me "this is just how the healthcare industry works", and should be investigated for fraudulent practices.
Business Response
Date: 12/19/2024
Hello,
Thank you for reaching out regarding your concerns. ********************** processed this claim and applied it toward your deductible. Your deductible is the amount you must pay before insurance will start paying toward services you receive. You hadnt met your annual deductible yet at the time of service, and that is why youre seeing a bill for this amount. We received your recoding request for your visit. After reviewing your request, it has been determined that the original codes used are correct and accurate.
We can offer an interest-free payment plan where you can set how often you pay and the amount you would like to pay monthly to reduce your balance. If applicable, we also have a **************** Assistance program to which you can apply.
One Medical bills the same amount for all services to all insurances based on national guidelines for coding specific types of healthcare visits. Your contract with your insurance company determines the reimbursement One Medical receives and whether or not there is a patient responsibility component, such as a copay, deductible or coinsurance.
If you have further questions, we can be reached at *********************************************************
Thank you
***
Initial Complaint
Date:12/10/2024
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.
In March I went into for my annual visit to my GP.I mentioned having a wart and they offered to take care of it real quick.They got liquid nitrogen, touched the wart and I went on my way.I guess he touched it 3 times cause they charged me for 3 instances.I then received a bill for $336.20 to be paid out of pocket for this.I wasn't made aware of any of this nor would I have done this had I known, wart kits are $10 at the local pharmacy. I requested self-pay to try to negotiate a discount, twice, denied twice.I spent a month on playing phone tag with One Medical only to be denied any discounts or reductions. They told me to contact my insurance directly, which I ****** insurance told me that they contacted One Medical and they refused to recode or adjust and my only option would be to contact One Medical again.Which I did and again the run around, offering instead a 12month payment plan.Being forced to pay $336.20 for a wart removal, when I was not made aware of the cost feels very unjust to me.
Business Response
Date: 12/13/2024
Hello ******,
My name is *** and I lead our patient experience team. I'm sorry to hear that you are disappointed with the cost of our service. We charge all insurances the same amount and what we are paid or what is patient responsibility is determined by what your contract with your insurance company and the benefits you chose entail. Our charges do not determine reimbursement, the patient's policy does.
For estimates of costs, most insurance plans have websites that will estimate payments and personal responsibility for your particular policy. We are happy to offer you a self pay discount if you choose not to use insurance. If you would like a range of those rates for office visits, please let me know, but they will not be applied to any deductibles you may have on an insurance policy

I hope this information assists you. If you have any questions, please reach out to our Billing Hotline at ************. Thank you again for your inquiry and thank you for being a One Medical patient. Enjoy your day!
Customer Answer
Date: 12/16/2024

Complaint: 22666345

I am rejecting this response because:

You mention requesting for self payment.
I was denied twice for my request for self payment.
You also mention getting in touch with you but you've given me a generic number to the normal hotline and no email to contact you direct.

Sincerely,

****** ************
Business Response
Date: 12/19/2024
Hello,
I'm sorry you were not satisfied with our response. Since you have insurance on file with us, we charge all insurances the same amount and what we are paid or what is patient responsibility is determined by what your contract with your insurance company and the benefits you chose entail. Our charges do not determine reimbursement, the patient's policy does.
You can request a self-payment if your insurance has not yet paid for this service yet, please call our billing hotline for assistance, or reach out to us at ********************************** Once your insurance pays for the service, we are unable to convert to change to self-payment as the payment has already been made by your insurance.
Thank you
***
Initial Complaint
Date:11/27/2024
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.
On August 6, 2024, I went in for a routine pap smear at the ************************ office, specifying in my request for the appointment that it should be for a routine pap smear. At the appointment, the doctor didn't want to give me one, saying I wasn't due for several more years. She instead spent our time chatting with me about unrelated things and then sent me on my way. As I was getting ready to leave, I said "Oh, there's some growth here on my leg." She looked at it and said "Not sure; maybe it's a wart, would you like a squirt of liquid nitrogen?" I said sure. She squirted the area for 1 second, and I left. I then got a massive bill. Not only was I billed $549 for a "low to moderate complexity appointment" (which seems WRONG, it was the lowest complexity appointment I can imagine), but I was also billed $755 for the squirt of liquid nitrogen! I was given no indication that I would be charged for that, let alone $800. By the way, it wasn't a wart, and the $800 squirt did nothing. It's extremely unfair to be billed over $1,000 for a pap smear that didn't happen, along with a 1-second squirt of liquid nitrogen that wasn't warranted, nor did I know it would cost anything, let alone so much.I have tried to complain about this with the doctor; she just kept sending me to the billing department, and they haven't tried to be reasonable about this at all. I haven't paid the bill yet (adjusted, it's $822.83) because I'm hoping to remedy this first. I tried to upload the statement but the Upload button doesn't work.
Business Response
Date: 12/05/2024
Hello *****,
My name is *******, and I'm part of our Patient Relations team here at One Medical. Thank you for reaching out, and I apologie for the confusion around your experience. Please keep an eye out for a secure message from our billing team this week for follow up communications regarding this case.
All my best and respectfully,
*******
Customer Answer
Date: 12/06/2024
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:11/20/2024
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 completed a request for ******'s One Medical service because I'm sick. Their provider didn't provide a treatment plan or any documentation after almost 28 hours. I had to call customer care twice. I still have no treatment plan or anything other than a couple automated chats and one from a provider without any treatment plan provided. No follow up care or directions on what to do. This service is claiming to be a medical service and is definitely not doing any of the things their service states it will do. I called again before filing this complaint and inquired about the lack of treatment plan and even customer care ***resentative stated that there should be a treatment plan and even she couldn't see one loaded. The *** also confirmed this delay and lack of timely response was inappropriate in her mind.
Business Response
Date: 11/21/2024
Hi *****,
I wanted to reach out to let you know that I've escalated your concern to the customer care team at ****** to look into your issue further. Please allow ***** hours for resolution. If you don't hear back in that time frame, please feel free to reach out to our Model Experience team via email at ********************************* and we will be happy to provide additional assistance. Additionally just to confirm you reached the correct customer care team, for all Amazon One Medical Pay-per-visit inquiries, the team can be reached on weekdays 8am-10pm EST and weekends and bank holidays 10am-8pm EST by calling **************, option 3. I also want to extend an apology for not meeting your expectations with this interaction.
Regards
Rich
Model Experience
Initial Complaint
Date:11/20/2024
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 have never had a relationship with this company, they charge my credit card $199, I dispute, file fraud, go through the trouble of getting a new credit card. I call One Medical, they have no record of me at all. Then a few months later, on my new credit card, I get a bill for $10.00 from them. I want a call from them recognizing that I must exist somewhere in their files and stop harassing me with inappropriate charges.
Business Response
Date: 11/22/2024
Hi *****,
Thank you for speaking with me on the phone yesterday. I'm reaching out here in addition to the emails I sent to you in hopes of providing additional assistance. Please feel free to respond to my emails or feel free to reach out to our Model Experience team at *********************************************************. Thank you and I look forward to hearing from you.
Rich
Model Experience
Initial Complaint
Date:11/19/2024
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 became a OneMedical member early this year. I completed a low-complexity virtual appointment for February 1st assuming I would be charged at most, the $49 virtual fee for the visit (pay-as-you-go cost). I am on a high deductible health plan, which apparently meant that ********************** can bill me the same amount they have charged my insurance, which is over 3X the cost of a pay-as-you-go visit. There is no language I can find indicating that by giving my insurance information and paying for a membership that I would incur a cost considerably higher than any other non-member. So essentially, until my deductible has been met, I am paying extra for the same services.Further, OneMedical exacerbated the issue by billing me over 9 months after services were rendered, thereby continuing to accept my membership fees before I was able to determine I was over paying. I find this completely deceptive and ask for a reduction in billing.
Business Response
Date: 11/21/2024
Hi ****,
I know you have been in contact with our Billing Specialists and wanted to let you know that you have an additional message available to view in your chart. I'm hopeful that this message contains the information you need to clear up any concerns. If you need any additional assistance please feel free to respond to that message or reach out to our Model Experience team via email at *********************************************************. I hope you have a great rest of your week.
Regards,

Rich
Customer Answer
Date: 11/21/2024

Complaint: 22578486

I am rejecting this response because there was no resolution offered. Only language indicating I should have pressed "Urgent Video Chat or Treat Me Now benefits" rather than scheduling a visit. Alternatively I could have NOT paid for a membership, which I surely would have stopped doing before the 9 months it took OneMedical to bill me.

Sincerely,

**** *****
Business Response
Date: 11/26/2024
Hi ****,
After reviewing your records, our Billing Team has concluded that all appropriate steps and billing procedures have been followed accurately based on the services rendered. This has also been communicated to you via secure messaging. At the time of booking the visit there is an explanation outlining that remote visits will be billed to your insurance provider and any financial responsibility due would be the responsibility of the insured party.
Regards
Rich
Customer Answer
Date: 11/26/2024

Complaint: 22578486

I am rejecting this response because: Your messaging is ambiguous but more consequently, you waited 9 months to bill me, a paying member of your service. Very deceptive practices

Sincerely,

**** *****

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