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:11/14/2024
Type:Order 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 healthcare provider prescribed lab tests. One is part of our covered plan by our employer and there are no co-pays or bills, hidden costs, etc.I wasnt advised there would be additional costs and then was billed a significant amount by the lab. Ive tried to ask why One didnt advise there would be out of pocket expenses so I could consider or provide an estimate or allow me to check with my insurance as all my other healthcare providers do. No one responded and when I asked if this was their standard operating procedure to NOT be transparent I couldnt get an answer. Lack of transparency is a dealbreaker. No one advised re these costs and I didnt authorize them but Im now stuck with them?
Business Response
Date: 11/15/2024
Hello,
My name is *** and I lead the patient experience team at One Medical. I'm sorry that there was some confusion regarding your bill. It is the responsibility of the patient to understand costs from your insurance company before going forward with any services. We are happy to provide you with appropriate codes for you to reach out to your insurance company prior to moving forward with any lab tests. Your insurance company would have the most accurate information about your laboratory benefits.
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. Please let me know if you have any questions or concerns or you can call our billing hotline at ************. The hotline is open from 8am-10pm EST, Monday- Friday
Thank you
***
Customer Answer
Date: 11/22/2024

Complaint: 22558182

I am rejecting this response because no where was that notified or discussed I.e., the roles and responsibilities, nor was I provided any information to be able to even contact my insurance to test whether this would be an additional charge.
In other words my complaint is the LACK of transparency prior. Moving to a digital environment with an app for an in network provider platform that has no co-pays or invoices and to not be informed of upcoming charges is a lack of transparency, poor communications and your processes need to be amended. Telling a client AFTER the fact that they can contact their insurance and you will provide codes is too late. If you want to establish transparency than you tell your patients when prescribing various tests that they need to check with their insurance and you have to give them what tests your prescibing so they can check. None of this was done. Businesses also have responsibility not just patients.
This is also not a difficult thing to do or fix if youre ethical and transparent.
My other providers have always informed me or at minimum given me a lab perscription so there were no surprises and there was transparency.
Digital experience shouldnt be poor and disingenuous just because of cost cutting priorities.
Regards,
****** ********
Business Response
Date: 12/06/2024
Hello Jelena,
I'm sorry that you were not happy with the response we previously provided regarding the cost of labs. It is the patient's responsibility to understand costs before engaging in any treatment or tests as it is dependent on the patient's insurance. It can vary significantly depending on your insurance, deductible, and other factors.
We are happy to assist you with contacting your insurance company by providing codes to share with your insurance prior to receiving any tests. ************** companies have any easy calculator on their website to provide you with a cost prior to going forward with any services. This is also included in our lab services FAQs on our webpage (***********************************************************) and our phlebotomists or front desk are more than happy to assist you with determining costs prior to services if requested.
Please don't hesitate to reach out to ********************************* if you need assistance with anything else
***
Customer Answer
Date: 01/29/2025
My One healthcare provider prescribed lab tests. One Medical is part of our covered plan by our employer and there are no co-pays, bills, invoices, fees., etc. I was NOT advised there would be additional costs and then was billed a significant amount by the lab. Ive tried to ask why One didnt advise there would be out of pocket expenses so I could consider or provide an estimate or allow me to check with my insurance as all my other healthcare providers do. No one responded and when I asked if this was their standard operating procedure to NOT be transparent I couldnt get an answer. I was unable to find any mention of this anywhere on their app which is the user interface used. I checked under all the sections -- billing, insurance, etc. NO ONE mentioned this or shared any guidance either. Lack of transparency is a dealbreaker. Again, no one advised re: these costs and I didnt authorize them. When dealing with in person doctors, we are told about co-pays, additional costs, etc. which are our responsibilities. This new approach in an app with no ******, invoicing etc., is misleading along with NO MENTION of additional costs.
Customer Answer
Date: 01/29/2025
Their response does not address the issue. At no point was their a notification that these tests would be an additional cost. Interaction is in the One Medical app (eg scheduling, telehealth visits, insurance, bills, copays).

This is an employer provided (paid) membership, any additional costs should have been communicated. They werent until after the fact.

Their app and processes lack transparency, are disingenuous and unfair business practice. Nothing as they have below who is whose responsibilities is easy to include in their app and processes.

Anyone transitioning from in person to a digital experience should expect the same experience my doctors offices even my dentist note if and when their are additional costs, offer to connect with insurance or refer me to mine.

NONE of that was done and no, no one was happy to assist in determining any costs in site either. No one said a word.

All of this is a pretty easy fix to include in the app, and at on site locations.

This is such a violation of trust and a dishonest business practice.

Regards,
Jelena

Business Response
Date: 01/30/2025
Hello Jelena,

Thanks for your outreach regarding your labs and frustration about an unexpected bill. This is a bill from a third party provider. Lab orders are standard parts of visits, but One Medical does not control how your insurance covers those. If you have additional questions or concerns about these charges, please reach out to ********

It is the responsibility of the patient to understand costs before going forward with any services. We are happy to provide you with appropriate codes for you to reach out to your insurance company for any future labs. Your insurance company would have the most accurate information about your laboratory benefits.

For future labs, ** also recommend asking your insurance company for a reference number for your records.

Best,
***
Initial Complaint
Date:11/14/2024
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.
One Medical refuses to help their male customers with ****. A customer service representative was very argumentative with me that the treatment is SO different for males and females that One Medical can only treat females. This is sexist behavior and utterly incomprehensible.
Business Response
Date: 11/15/2024
Hello,

Thank you for reaching out with your concerns. I'm unable to locate a chart with under your name and email address. If you would like to email us at ********************************************************* with your name and date of birth, we would be more than happy to review the care you received.
In discussing male and female UTI's with our clinical team, male UTIs are rare based on the anatomy when compared to the incidence in women, with symptoms often masking other health concerns. These health concerns require different treatment approaches, which is why it becomes important to confirm the cause of symptoms, which often requires an in person visit with a primary care provider.
If you are experiencing symptoms of a UTI, we are more than happy to see you in person at one of our offices, you can reach us by calling ************ or booking an in office visit on your app.
Thank you
***
Initial Complaint
Date:11/11/2024
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 or about November 7 & 8, 2024, I encountered several egregious instances of profoundly distressing Accessibility non-compliance while attempting to secure membership, and book a medical appointment with One Medical as a first time disabled patient. After these subpar and challenging experiences with intake and membership representatives within One Medical, I expediently reached out to One Medical Executive representatives and continue to await an expedient response to resolve this profoundly distressing matter. Please note that I have also attempted to reach One Medicals Corporate Headquarters, but the company does not have a listed number for their **************** further distressing, given the magnitude of this company and it being one of pertinent medical access for many. At this time, I kindly request immediate contact from the appropriate Executive team within One Medical, to ensure this distressing matters resolution and recompense at the present level prior to engaging any and all necessary outside representation to aid in said resolution(s) as requested in my formal Grievances to One Medical Senior Management.Thank you in advance for your expedient escalation and commitment to a full and fair resolution at this stage.
Business Response
Date: 11/21/2024
Hello ******,
My name is *******, and I'm part of our Patient Relations team here at One Medical. Thank you for your feedback. This matter is being investigated and addressed.
All my best,
*******
Customer Answer
Date: 11/21/2024
Better Business Bureau:

This matter has been resolved between myself and One Medical counsel.

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

JBS
Initial Complaint
Date:11/05/2024
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 visited one medical for an eye issue I had on 7/3/2024. I was seen for three minutes by a nurse practioner who said he could not help and that I needed to visit an opthomalogist. I left one medical within moments of arriving and made an appointment with an eye doctor. I was told by the nurse practioner I would not be charged for the visit. The nurse called while I was in the car and said he was sorry for misinformation and that he made a mistake and he would call in a prescription. I did not use this medicine since I didn't trust his advice at this point and I was told not to use this medicine by the pharmacist and another eye doctor. SInce this appointment at one medical I am being charged $400 for their service. I have tried to dispute this bill and also tried to have the payment lowered but they have refused
Business Response
Date: 11/07/2024
Hi *****,
Thank you for reaching out and please accept my apologies for any frustration this experience has caused. I was able to review your case and have reached a resolution that will resolve this issue for you. Please be on the look out for a secure message via your app/chart. If you have any further issues or concerns please feel free to reach out us at *********************************************************. Have a great rest of your week.
Rich
Model Experience Team
Initial Complaint
Date:11/04/2024
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.
Many months ago I had OneMedical Account with Amazon Prime Subscription, the online visits supposed to be FREE but they started charging for prescription which was Weight Loss Medication (Zepbound) renewal which was much more than specialist visit, I closed my account and again I got a new bill when I called the ****************** they said this is gonna be your last bill that you are paying, 6 months later I got a new bill for $469.78 FOR WHAT ?!! I never visited an OneMedical office, never received a medical care, I have no Idea why do you keep sending me these bills, either it gets resolved here or I'll take it to court
Business Response
Date: 11/05/2024
Good afternoon,
I'm sorry to hear you have experienced some concerns related to billing. I have escalated your concern to our Senior Billing Manager for review and appropriate follow up. I anticipate you should receive a follow up response in your electronic health record in ***** hours. Although you have deactivated your membership, you'll still be able to access your account page, message page, care plan and health history page by logging in. Thank you for reaching out and you should see additional correspondence soon. Thank you,
Regards,
Rich
One Medical Model Experience
Customer Answer
Date: 11/06/2024

Complaint: 22513078

I am rejecting this response because:
The responses from the One Medical is not acceptable to me, I am writing to file a formal complaint regarding unexpected and delayed billing practices for a ****************** that occurred eight months ago. I am requesting a review and adjustment of these charges for the following reasons:

Delayed and Unexpected Billing:

The disputed Telehealth visit occurred about 8 months ago, They just issued this bill claiming my insurance won't cover the service for deductible reasons.
During these 8 months, I had already PAID two previous bills, which I believed covered all services rendered as billing department confirmed that, but they generated a new bill **** pattern of delayed billing and insurance issues appears to be a recurring problem, as evidenced by similar complaints on your BBB page

Lack any detailed breakdown of services. They simply state amounts owed without explaining what specific services are being charged for, making it impossible for me to verify the legitimacy of these charges.

Insurance Coding Concerns:
Based on other customer complaints, there appears to be a pattern of submitting incorrect codes to insurance companies
**** has resulted in denied coverage and unexpected patient charges
The timing of this bill, 8 months after service, severely limits my ability to address any insurance issues

Lack of Price Transparency:
At no point during the scheduling process or before the TELEHEALTH appointment was I informed that the visit would cost ~ $500,
The service was for a weight loss medication prescription (Zepbound) and renewal, The website advertises that prescription refills are included with membership, leading to a reasonable expectation that this service would be covered
Conflicting Information:
I previously spoke with a company representative who assured me that after paying my last bill, I would not owe anything further
Despite this assurance, I have received this new bill, **** inconsistency raises serious concerns about the reliability of their billing practices

I am requesting the following resolution:
A review and adjustment of these charges, with consideration for:

The excessive delay in billing
The lack of price transparency
Written confirmation that no additional charges will be generated after this resolution
An explanation of why this bill was sent 8 months after service

I value quality healthcare services but believe this situation requires immediate attention and fair resolution.
Sincerely
Business Response
Date: 11/08/2024
Hi Nima,
I'm writing to let you know that we have had your case reviewed by our Senior Billing Manager. It has been determined that the patient responsibility portion of your bill is the result of your visit being charged against your insurance deductible. This will be shown in the terms of your specific health plan. We are not able to discount or otherwise waive bills of this nature due to our contractual relations with insurance payers. We are happy to offer a payment plan if that would be helpful. Additional messages from our Senior Billing Manager are in your chart outlining in further detail your specific situation. I hope you find those helpful with respect to the research into your case. If you have any additional concerns please free to message in chart or via *********************************************************.
Regards,
Rich
Initial Complaint
Date:11/04/2024
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.
One medical is changing the codes used after seeing the doctor in order to drive up costs, when confronted they denied and gaslit me, refusing to provide any proof or evidence. I have evidence of the doctor admitting the correct code was used and then changed by them after the fact to charge me more. There is no contact information to escalate or receive help from superiors when dealing with the help contacts, they ignore you instead. Code used was ***** to charge me for a long visit, when code ***** was the original code provided by the doctor.
Business Response
Date: 11/05/2024
Good afternoon,
I'm sorry to hear you have experienced some concerns related to billing. I have escalated your concerns and the attached files to our Senior Billing Manager for review and appropriate follow up. I anticipate you should receive a follow up response in your electronic health record in ***** hours. Thank you for reaching out and you should see additional correspondence soon. Thank you,
Regards,
Rich
One Medical Model Experience
Customer Answer
Date: 11/06/2024

Complaint: 22512045

I am rejecting this response because: the doctor provided you the code that was used, if it was changed after the fact then there had been dishonesty in the process. I did not talk about my mental health in a way that required anything from the doctor, he simply asked me about it and I answered, depression is part of my life and I have a prior diagnoses, a therapist and a psychiatrist. You did not do anything for my depression. Nothing we did had anything to do about it, you might as well have charged me for breathing air, I am depressed its not something I should be billed for when there was 0 treatment. Disgusting. I reject this on a basis of morals, I dont care about the money.
Sincerely,

****** *****
Business Response
Date: 11/08/2024
Hi ******,
I spoke with our Senior Billing Manager and we did have a certified coder review your visit based on the *** national coding criteria, which was attached in your chart for you to review. Based on this criteria, the coder felt everything was correctly coded. We have a responsibility to accurately code visits for insurance purposes and at times our certified professional coder may alter codes based on the complexity of a visit. It is possible that this results in codes being changed to either reflect a higher level of complexity or a lower level of complexity and these changes are made in accordance with *** national coding criteria. I hope this resolves your case and please see additional information in your chart. Thank you
Rich
Initial Complaint
Date:10/16/2024
Type:Order 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 signed up for One Medical and paid an annual payment of $99. Prior to scheduling my appointments with One Medical, I spoke with one of their representatives to confirm the cost of services. I was assured that the only fee I would need to pay was the annual membership and that I was in-network with my insurance. Based on this assurance, I went ahead and scheduled my appointments.However, despite the information I was given, I was charged $389.54 for my virtual visit on 9/20/24 and $297.78 for my 9/27/24 virtual visit. The second visit was completely unnecessary. A representative confirmed in writing that I was in network and he would look into the matter. I reached out several more times for an update but I never heard back. I was then told that the employee was no longer with the company.When I complained, they lowered the bill by half, but I still feel this is completely unfair and deceptive. I was misinformed and led to believe that I would not be responsible for t these visits. One Medical should be upfront about what patients will be expected to pay BEFORE services are rendered, allowing individuals to make informed decisions.Their failure to provide clear and accurate information feels deceptive. They have taken money from me, and I am left feeling absolutely defeated.The last representative offered no remorse for the inconvenience or financial strain this has caused, simply telling me I could pursue the matter however I wished. I was shocked at the rudeness and lack of professionalism.I am deeply concerned that One Medical is misleading other patients in the same way, and I believe they need to be held accountable for these deceptive practices. I am requesting that the Better Business Bureau investigate this matter, as I feel I have been wronged and that they are getting away with unethical behavior.Thank you for your time and consideration in addressing this issue.Sincerely,****** *****
Business Response
Date: 10/18/2024
Hello *******
My name is *******, and I'm part of our Patient Relations team here at One Medical. Thank you for reaching out, and I sincerely apologize for your experience. Please check your secure messages, as I have sent you a follow-up message with important information regarding this matter.
All my best and respectfully,
******* C.
Customer Answer
Date: 10/19/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 22433120, and find that this resolution is satisfactory to me.

Sincerely,

****** *****
Initial Complaint
Date:10/16/2024
Type:Order 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.
As a 12 year One Medical loyalist, I introduced my mom ( ******* ****) who is ********** to the membership as a gift. We decided to go with One Medical on flu vaccine due to the staff quoted around $45 pricing, lower compare to CVS, ******* and Wallgreens. A $115.14 surprise bill came today made us speachless. We would not have chosen One Medical for the Vaccine if not promised to be $45, I reject this bill due to it's false advertizing and it is very sad that my go to clinic start the practice of unethically tricking patient into higher bills.
Business Response
Date: 10/24/2024
Hello,
Thank you for reaching out to us regarding your unexpected bill. I was able to review the call and it does appear that we made an error in our quoting of the expected cost range for this service. As a result, we have adjusted your bill to reflect the quote that was provided to you on the phone. We apologize for the error and thank you for continuing to be a member of One Medical.
Thank you,
***
Initial Complaint
Date:10/10/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
The company is mis-applying American Medical Association codes to online doctor visits in order to charge customers and insurance companies more. I reviewed the chart they sent with the codes as well as information regarding these codes online and did research ********* most my issue was a low complexity one because it was basically a simple conversation, one and done based on reviewing the charts. One Medical seems to be backing them as well as their billing department, so they might be working together to get more money unethically and ***** the prices. I looked online and it seems this isn't just happening to me.Furthermore, they didn't give me a 'peace of mind' quote even though they knew I didn't have insurance. They are also refusing to reply over email and leave a paper trail. I think this is because if they control the data, they can change it on their end if it is escalated.
Business Response
Date: 10/11/2024
Hello,
Thank you for reaching out regarding your concerns about the billing and coding of your visit. In review of your chart, and provided to you previously in in chart messages, your visit does fall under the "Moderate" category as it pertains to prescribing new medication and was for a chronic condition with exacerbation as your condition was presented as 1 year duration with a differential diagnosis. I see that this particular visit was also reviewed by our billing department back in June and the recode request was rejected for these same reasons listed above.
We cannot recode in order to gain coverage for patients, for compliance reasons. We only approve recode requests when the provider’s documentation in the chart notes support the recording to a more appropriate and accurate code after a certified coder has reviewed the chart documentation.  You are always welcome to request pricing information prior to your visit, which will be a range and dependent on the final visit coding.
The reason we are required to continue using our messaging portal is for your safety because our messages are encrypted and more secure than if we were to utilize email, so this allows us to ensure that all of your private health information stays safe.
Please reach out to [email protected] if you have any additional questions.
Customer Answer
Date: 10/14/2024

Complaint: 22408206

I am rejecting this response because:
it isnt a chronic condition and it hadn’t been going on for a year. It was itchy ankles after a hike within the same year that I went through you for because I wanted prescription medicine for it. Furthermore, this wasn’t based on data from another doctor.

Sincerely,

****** *************
Business Response
Date: 10/15/2024
Hello ******,
I'm sorry that you were not satisfied with our response. Our coding matches our in chart documentation from the visit and has been reviewed by our coding team and their leadership.  We cannot recode in order to gain coverage for patients, for compliance reasons. We only approve recode requests when the provider’s documentation in the chart notes support the recording to a more appropriate and accurate code after a certified coder has reviewed the chart documentation. In this case, the provider's documentation matches the coding. We are happy to provide payment options including a payment plan. Please don't hesitate to reach out to our billing team to set this up.
Thank you,
***
Customer Answer
Date: 10/16/2024

Complaint: 22408206

I am rejecting this response because:
1) your misclassification isn’t based on another doctor’s opinion or prior data. Thus, this alone means you’re doing it as a form of insurance fraud to get more money especially since this isn’t a unique case based on complaints against your company. You can’t just assume a condition is chronic.
2) I do not have insurance and you didn’t follow procedure by providing peace of mind. No accurate prior quote was provided and this is well above average.
3) the data entered on the invoice is fake. It wasn’t an in office visit. It was online via zoom. No tests were done. I’ve never been to a doctor prior.
4) the condition hasn’t been ongoing for over a year.
this is clearly fraud I’ll be escalating this to the insurance companies and government agencies.

Sincerely,

******
Initial Complaint
Date:09/27/2024
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 signed up for One Medical through ****** because it seemed like a convenient way to access medical professionals. I was dealing with a chest congestion, and as I am a professional singer, I need it solved ASAP. I did a virtual visit after digging online and finding out that it would cost generally $49 for a virtual which is fine, and I got connected to an urgent care in ** that essentially said "I can't help you. Make an in-person appointment so I can properly examine you," which is understandable, and THEN I got slapped with a $196 bill for less than a 15-minute evaluation that essentially did nothing for anybody. I spoke to their billing department and they said, "You still owe us because a service was provided." Doctors say don't ****** for resolution of symptoms and then go to assault your wallet, especially in this economy. This is the last time I try any health care system in the ***, and I've immediately cancelled my membership to One Medical. Waste of time, waste of money. Scam of a medical service, just like any medical service in this country.
Business Response
Date: 10/09/2024
Hello ****,
My name is *** **********, I am on the Patient Experience team here at One Medical. I understand there was some confusion about which Amazon One Medical service you signed up for.

Amazon One Medical offers two options to get care:

The first option, a One Medical Membership , which you have signed up for , covers 24/7 on-demand virtual care through the One Medical app at no extra cost, including “Urgent Video Chat” with licensed providers within minutes to discuss concerns face to face through the app. Urgent Video Chat and Treat Me Now can not treat all conditions and your provider may recommend an in-office visit.

Through a One Medical Membership, office visits, scheduled Remote Visits, and lab work are billed through insurance or can be paid out of pocket. One Medical accepts health plans from most insurance carriers. At the time you booked your remote visit, the booking site stated "Remote Visits are billed just like a standard doctor's visit. Copays and deductibles may apply". Therefore, you did receive a bill for a standard doctor's visit at our self pay rate of $196.

The other option for care with Amazon One Medical is the Pay Per Visit option. You did not sign up for this option. As a note, most of the conditions treated through Pay Per Visit can be addressed through the Urgent Video Chat, which are included at no additional cost with a One Medical Membership. This option, if you had signed up for it, includes $49 one time virtual visits or $29 messaging (no membership fee) to treat a common condition.

Pay Per Visit is separate from a One Medical Membership , since no membership is needed, and this team treats limited conditions. A Pay Per Visit encounter will not be in your One Medical app/chart as it is a separate team. Like a Video Chat and Treat Me Now, Pay Per Visit providers can not treat all conditions and your provider may recommend an in-office visit with your PCP.

Since you did sign up for a membership, your remote visit was charged under your membership at our Self Pay rates.

All my best,
***

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