Complaints

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

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  One Medical

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

• 

  One Medical

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

• 

  One Medical

  2145 University Ave Berkeley, CA 94704-1025

• 

  One Medical

  595 Castro St San Francisco, CA 94114-2511

• 

  One Medical

  7554 Dublin Blvd Dublin, CA 94568-4365

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/24/2024

  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 April 17, 2024, I visited One Medical for a sore throat to check for strep. After checking my insurance card, I was told there would be no copay or charge for this low-complexity visit as it was in-network. The doctor saw me for 5 minutes and advised me to rest and recover. They also mentioned that if my symptoms got worse, I could call them for a prescription.A few days later, I received a bill on the One Medical app for over $600 for that single, unhelpful office visit. At that time, my symptoms had worsened, and almost the same time, the doctor reached out to inform me that the test results showed nothing. They stated that they could not prescribe anything without another visit, which contradicts what they say from last visit, even though I was suffering a high fever.A few weeks later, This $600 bill was adjusted to $400 after insurance, as the original charge exceeded the insurance cap allowed for office visit, indicating that even the insurance company found it excessively high. By the way, I get to know that without insurance, the cost would have been around $200.Additionally, I was charged $145 for my annual physical exam, which was coded as a new office visit. One Medical claimed this was normal, but I found it non-compliant with my insurance policy.I believe One Medical's practices are unacceptable. They prioritize booking additional appointments over addressing patients' needs, resulting in exorbitant charges for minimal services. I request the BBB intervene and help remove these unreasonable charges.

  Business Response

  Date: 07/24/2024

  Hello ****,

  My name is *******, and I'm part of our Patient Relations team here at One Medical. Thank you for reaching out, and I apologize for the experience you've had with us. I have reached out to our Billing Manager and asked them to follow up with you directly for more support and details.

  All my best and respectfully,

  *******

  Customer Answer

  Date: 08/19/2024

  I am writing to request your assistance with an issue I am experiencing with One Medical. I filed a claim with my insurance to dispute a charge, and while the insurance company is still investigating the matter, One Medical placed my account in collections without contacting me first.
  
  This action was taken without any prior notification, and I was not given an opportunity to resolve the situation before it escalated to this level. I believe this was unfair and would appreciate your help in resolving this matter.
  
  Please find attached my claim with insurance and how one medical has put me in collection without further contacting me.
  
  My ask is: remove me from the collection process. And wait for insurance investigation to be done.
  
  Thank you for your attention to this issue.
  
  Sincerely, 
  ****

  Business Response

  Date: 08/20/2024

  Hello ****,

  Thank you for reaching out. My name is *******, and I'm part of our Patient Relations team here at One Medical. I connected with our Senior Manager on our billing team on this, and she will be reaching out to you today via secure messaging in the app with more information.

  All my best,

  *******

• Initial Complaint

  Date:07/15/2024

  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.

  My employer offers One Medical for their employees at no cost. During May, One Medical was sending emails about the importance of mental health and how they have ways to help including mental health services. One Medical sent me an email advertising their mental health professionals. There was a hot button to schedule an appointment for a mental health visit. When I entered my medical insurance information online with One Medical to see if it was covered, it showed $0 and no other codes to be billed. Thus I proceeded thinking this was a covered service. I had my visit on 5/17/24. The provider proceeded to ask what I wanted to be seen for. I went through my list of mental health concerns. She then began asking me more questions which I assumed were standard for intake. She recommended labs and gave a referral to a GI specialist. I verbalized in the appointment that I already have a primary care physician who is monitoring and ordering my labs & testing, prescribing medications, has already provided a GI referral, and continues to monitor my progress. She ordered those items anyway. Near the back end of my 25min appointment, she mentioned she was not a mental health therapist but could refer me to one. I was caught off guard because they advertised this specific appointment as being with a mental health professional. I found this very misleading as thats why I made the appointment originally. When I received a bill for $470 a week later I was again surprised. They billed codes for a new patient visit and for addressing the concerns that I said were already being managed by another physician. I did not request for either of those. One Medical advertised mental health service, but gave me primary care instead. I have reached out to them disputing the codes billed and notifying them that what they advertised was not what was delivered. They continued to respond with the same codes and reasoning. They have not been willing to adjust these up to this point.

  Business Response

  Date: 07/15/2024

  Hello *******,

  My name is *******, and I'm a manager on our Patient Relations team here at One Medical. Thank you for sharing your feedback with us, and I'm sorry to hear your experience has been less than stellar.

  I am working on this case with our ****************** team, and will follow up with you via messaging by end of day this Thursday with more information. Thank you for your patience, and I look forward to following up with you.

  All my best and respectfully,

  *******

• Initial Complaint

  Date:07/15/2024

  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.

  I requested a prescription refill through your app on Friday morning I believe. (July 12th). When I hadn't heard anything back from OneMedical by the end of the day, I believe I called them and asked about my prescription. A woman on the phone told me it can take up to "24 hours". She didn't say anything about business days, she said 24 hours, so I was expecting to hear back by Saturday. All of Saturday and Sunday went by...Radio silence. I think its a huge misstep to tell your clients "24 hours" instead of using the verbiage of '1 business day'. Then by 1:30pm Monday I messaged a handful of people on your app because I Was on a live zoom with my producer and I can't pick on the phone while on the zoom. Luckily my producer gave us a lunch break, so I called. I spoke with ****** around 1:37pm and said hey it's been more than 24 hours since I requested my refill, I dont want another day to go by without you guys filling this, what's the update on this? And he explained that it was a glitch in the system: in that someone sent the prescription to my doctor (who happens to be on maternity leave at the moment) so she's not gonna see it. How can this be fixed in the future where your system doesnt allow you to send refill requests to doctors who are on leave? Because if I had waited til the end of the day, you guys wouldn't have filled my prescription. It causes a lot of anxiety when I'm told to wait only to find out it's my refill isn't even being processed. I felt completely in the dark on this process. Can you please add some kind of feature to your app to show that the refill is actively in process instead of me sitting here waiting to see if it's even being processed? I really don't want this mistake to ever be repeated again.

  Business Response

  Date: 07/23/2024

  Hello ******,

  My name is *******, and I'm a manager on our Patient Relations team. Thank you for reaching out, and I am sorry to hear about your experience. That is certainly not the experience we want and strive to offer our patients. That is certainly a rare situation where a clinician is out of office and the system isn't updated with that information, and I'm so sorry to hear that it may have happened in this case. Our system typically reroutes tasks for clinicians out of office to our Virtual Medical Team, who support patients 24/7. We will look into what happened in this case to ensure it doesn't happen again.

  I also apologize for the confusion around the wait time for medication refills. For certain medications in your area, they do require an MD/DO sign-off, and would mean we could only manage those requests during business hours. I do apologize if that communication wasn't clear, and we will work to realign our team members answering patient calls on the importance of sharing accurate and clear information.

  Thank you again for bringing these issues to our attention, and we look forward to resolving these and creating better experiences for you moving forward.

  All my best and respectfully,

  *******

  Customer Answer

  Date: 07/24/2024

   
  Complaint: 21991522
  
  I am rejecting this response because: it's the lack of communication that was the true failure here. Whoever spoke with me on the phone told me "24 hours" after 24 business hours had elapsed and I still hadn't heard from anyone, I knew something was wrong. Whether an MD/MO or whatever needs to fill it, there needs to be some kind of communication on your app that says 'we're in the process of reaching out to xyz to get this for you, we havent forgotten about you.' ********* silence isn't acceptable but that tells me I've been forgotten and things fell through the cracks. There's nothing worse then having to babysit a process / babysit a company and press them for updates because you know they've forgotten about you. What is the plan going forward to make sure this doesn't happen again? How can this be improved on your app?
  
  Sincerely,
  
  *************************

  Business Response

  Date: 07/24/2024

  Hello ******,

  Thank you for your follow up. The team members involved in your case have been given the feedback regarding proper communication expectations and the necessity to follow-up with patients while patient requests are being worked on. 

  These are our standards and expectations of all team members, and those involved have been coached to our standards and expectations. We never want a patient to feel forgotten or not cared about.

  I hope this helps clarify, and thank you again for bringing this feedback to our attention.

  All my best and respectfully,

  *******

  Customer Answer

  Date: 07/24/2024

  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:07/12/2024

  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.

  I signed up on January 8, 2024, and saw a provider online the next morning. As soon as the provider came online, I said I had just seen an email from One Medical asking me to upload my insurance card. I asked the provider if she could take my insurance info right then. She asked me for the name of my insurance. I said, "******* ****" and she told me to upload the card after the appointment because she and One Medical were in-network for ******* ****. But apparently, that was incorrect. It turns out, ******* **** has more than one network. The provider and One Medical were not in-network for me. One Medical sent me an invoice for $304.20. I disputed the invoice on January 11 and canceled my membership.
  
  After several exchanges, I received a message from Laurie Pineda via One Medical's website on April 26, 2024. She said the “first step” would be for me to send my insurance info. I did so immediately (via One Medical phone support; I couldn't reply directly to Laurie because One Medical does not allow non-members to reply to messages, even about billing -- I have a screenshot to prove this), but I never heard back from Laurie or anyone else at One Medical. Instead, I got a call today from a collections agent who said I now owe $507.
  
  The best way to ensure that a provider is part of an insurance network is to ask the provider. That is exactly what I did. If I had known she and One Medical were not in-network, I would not have proceeded with the appointment. One Medical’s provider's representations about coverage are 100% One Medical’s responsibility. Inducing people to use One Medical’s services by falsely representing that those services will be covered by insurance is not ok. I don’t know whether this was mere negligence on the provider's part or a practice that One Medical knows about or encourages. Either way, this is 100% One Medical’s responsibility and I do not owe One Medical (or anyone else) any money for the appointment (my in-network copay is $0).

  Business Response

  Date: 07/12/2024

  Hello *****,

  My name is Melissa, and I'm part of our Patient Relations team here at One Medical - thank you for reaching out. I see our billing team reached out to you today regarding this bill. Please check your account for the most current information from our billing team.

  All my best,

  Melissa

  Customer Answer

  Date: 07/15/2024

  
  
  Complaint: ********
  
  Thank you for your response. Your billing team's communication is unacceptable for two reasons:
  1. The communication asks me to respond, but, as I mentioned in my complaint, the One Medical website and mobile apps do not permit non-members (like me) to respond to messages, even about billing concerns.  So, it is not possible for me to respond to the message (or any other message).  Yes, I could try responding by telephone -- i.e., I could call the billing hotline, wait on hold for several minutes, waste several more minutes explaining everything to a new agent, and hope he/she will accurately pass my response along to the person who sent it, but I have tried that before at One Medical and it didn’t work. For example, I tried responding by phone to the April 26, 2024, message sent to me by Senior Manager Laurie Pineda, but I never heard back from her or anyone from One Medical.  
  2. More importantly, even if it were possible to effectively respond to your billing department’s message, I do not believe it would help.  The latest communication from your billing department says, “the only thing billing can do to help you is offer a self pay rate adjustment...”  My visit should already have been coded as self-pay since I didn’t use insurance.  Am I understanding correctly that your team’s offer is to do what it should already have done?  
  This message is typical of the billing department, which has not bothered to provide a response to the dispute I submitted six months ago (on January 11, 2024).  The question that I have been waiting six months for the answer to is:  Why should I have to pay for a medical appointment that I would not have kept if the provider had not mistakenly told me she was in-network when she wasn’t?
  It should not be difficult for you to answer.  I can think of four responses you could give.  1.  You could agree that I shouldn’t have to pay.  2.  You could respond that I have to pay because you don’t believe me – i.e., that you think I am lying that the provider told me she was in-network (I am telling the truth).  If this was your position, I would ask why you haven't asked the provider about the conversation.  I would also ask whether these kinds of complaints have come up before and whether you have provided any training for your providers about the importance of responding carefully to insurance coverage questions.  I would also ask what your basis is for judging my credibility considering you have never spoken with me.  3.  You could respond that I have to pay because I am responsible for the invoice despite the fact that the provider gave me the wrong information.  I obviously disagree because there is no better way to determine whether a provider is part of an insurance network than to ask the provider. That is exactly what I did.  From my perspective, One Medical is 100% responsible for that mistake and I don’t owe One Medical any money.
  Which response is yours?  Please respond to my question, one way or another, or agree to cancel the invoice.
  I would like to resolve this dispute here with the BBB as our mediator, which I think will motivate you to be responsive and honest.  Please do not attempt to use HIPPA or privacy as an excuse to avoid communicating with me here.  I hereby waive my HIPPA and all other privacy rights with respect to this conversation (but please don’t mention publicly the details about my diagnosis and treatment).
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 07/18/2024

  Hi *****,

  Thank you for following up. At this point, we have provided all the information we can and the best next step is to reach out to **** directly. I see our Billing manager has been in contact with you as well. 

  All my best,

  Melissa

  Customer Answer

  Date: 07/18/2024

  Complaint: ********

  Hi Melissa,

  Thank you for your response.  You are sending me in circles.  You and your billing manager told me to call ****, but **** is a collection agency.  **** does not have any information about my dispute with One Medical.  Nonetheless, in the interest of resolving this dispute, I called ****.  As expected, **** said that only One Medical can resolve this dispute.  **** asked me to provide information about the dispute so they can send it to One Medical, but I have already provided all of the info to you and your billing manager.  Around and around I go.

  As I think you know, you are leaving me with three terrible choices, and you know that most consumers will choose option one (which is not right):

  Option 1.  Pay a debt that I do not owe.

  Option 2.  Not pay and risk an impact on my credit report.  Yes, your billing manager told me that **** does not report to the credit reporting agencies, but that is not comforting because the disputed debt could be sent to a different collections agency in the future.

  Option 3.  Commence arbitration or a small claim against One Medical to resolve the dispute.  This is too complex, time-consuming, and expensive in light of the small amount of money in dispute.

  Bottom line:  you are leading me in circles because you know most consumers will just pay you.  This is unfair to me and contrary to public interest.  Please admit that I do not owe this balance and refrain from further collection efforts, or explain why I should have to pay this debt.

  Sincerely,

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

  Business Response

  Date: 07/18/2024

  Hello *****,

  I understand this isn't the response you were hoping to receive. Once you have disputed the claim with **** and completed what they need, that is when our team will be able to offer more support. I know it's frustrating, but we do have to follow a certain order of operations for federal complaince with a collections agency. 

  I would suggest completing the steps **** is asking for, and our billing team can then work with them for next steps.

  I appreciate your patience, and thank you for your time.

  All my best,
  Melissa

  Customer Answer

  Date: 07/19/2024

  
  
  Complaint: ********
  
  
  Hi Melissa,

  One Medical's provider made a misrepresentation to me.  That is serious.  I should not have to jump through any hoops to get you to make this right.  One Medical should not have sent this matter to collections in the first place.  Your federal compliance concerns are your responsibility, not mine.

  Nonetheless, in the interest of cooperation, I have done as you asked -- I submitted all of the information to **** just now (see attached).

  I look forward to the next steps.

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

  Business Response

  Date: 07/19/2024

  Hello *****,

  My name is Amy L********* and I lead our Patient Experience team.  Your complaint was escalated to me today.  I've reviewed your entire case including the information provided to you in the app. 

  We did submit your visit to your insurance, however, it was denied by your insurance as out of network. We reviewed your case with the billing team and your scenario does not qualify for a waiver of the charges incurred since you were out of network at the time of the appointment.  

  Since you did not pay this bill, it was sent to the collections agency (****) and any disputes would need to be reviewed with the **** team, which it sounds like you have started this process.  Bills sent to **** do not impact your financial credit rating. 

  Please reach out to us at *********************** if you have any further questions

  Thank you

  Amy

   

  Customer Answer

  Date: 07/19/2024

  
  
  Complaint: ********
  
  
  
  Hi Amy,

  Thank you for the response.  I think you are saying that I incurred a $507 charge just for joining the call with the provider.  In other words, I think you are saying that even if the provider had told me I was out of network, I would have already incurred a charge.
  

  I do not think the law supports your position, but, for the sake of resolution, let us suppose it does.  The most I should have to pay is the self-pay rate (because One Medical was not in-network for my insurance) for a simple appointment (because I would have left the call immediately if your provider had told me I was out of network).  If you agree, please adjust my bill accordingly.  Perhaps it will be easier for us to resolve a smaller disputed debt.

  Thank you,

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

  Business Response

  Date: 07/22/2024

  Hello *****,

  Thank you for the response.  The charges that you received were for the services that were rendered at the time of the appointment and are based on national billing and coding standards.  If you had chosen to disconnect from the appointment at the time of the call, before discussing anything with the provider, you would not receive a bill for a visit.  However, since you did have a visit with the provider, you were billed based on those national billing and coding guidelines.  We did have our team review to be sure it was coded accurately based on what was discussed and we have confirmed that it was coded accurately.  

  Tasha did reply to you  on 7/12/2024, in an in app message stating that we can adjust to your self pay rates, but I don't see a message from you requesting that change.  As a courtesy, I have asked our billing team to adjust to the self pay rate and have asked them to communicate this adjustment to ****. 

  If you have further questions the quickest way to get ahold of the patient experience team is to email us at *********************** - we are always more than happy to help resolve issues.  Please email us directly if you have further questions or concerns.

  Thank you

  Amy

  Customer Answer

  Date: 07/22/2024

  Complaint: ********
  
  
  Hi Amy,

  Thanks for your response.  I did respond to Tasha, but not via One Medical’s in-app messaging system because (as I pointed out earlier in this BBB thread) One Medical’s in-app messaging system does not allow non-members (like me) to reply to messages, even about billing concerns, which is frustrating and inconvenient.  Instead, I had to call the billing hotline, wait on hold for a bit, and then describe the situation to one of your agents who assured me that she would respond to Tasha on my behalf.

  You said that if I “had chosen to disconnect from the appointment at the time of the call, before discussing anything with the provider, [I] would not receive a bill for a visit.”  Disconnecting is exactly what I would have done, but your provider misrepresented that the visit would be covered by my insurance.  One Medical is 100% for that representation.  Please tell me why I should have to pay in light of that misrepresentation.  Why is One Medical not responsible for that representation?

  Thanks,

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

• Initial Complaint

  Date:07/04/2024

  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.

  I have been a One Medical member for over 13 years and have been back and forth on various insurances, including Anthem. They list Anthem as one of the plans that they accept in the **********************. I updated my health insurance and was informed that I will have to pay out of pocket because they don't accept my plan. They continue to list Anthem as an insurance they accept.

  Business Response

  Date: 07/08/2024

  Hello,

  My name is *************************** and I lead our Patient Experience team at One Medical.  Thank you for being a loyal One Medical patient for so many years.  I'm sorry that the insurance verification process has been confusing and frustrating for you. 

  You are correct that we list Anthem as a plan we accept on our website, however, also on the website, is a listing of the specific Anthem plans that are in-network.  We do not contract with Anthem for all plans, only the specific ones listed.  Unfortunately, the plan you choose is out of network for One Medical.  Our membership advisors can assist you with finding a plan that is in network.  Please give us a call at 888-ONEMED1 for additional assistance.

  Thank you,

  ***

• Initial Complaint

  Date:06/24/2024

  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.

  The billing department at One Medical is deceitful and greedy. They billed me for a service day after I got my care, which I paid for in full. A year later they billed me hundreds of dollars due to a mistake on their end for not verifying my insurance when booking me into the office. I am now paying and being billed more money as they continue to change and add more money to the balance. Instead of helping to contact my insurance company I used at the time and disputing the new charges- they are asking me to do their job and pay for their mistakes. I have filed a claim and attempted to dispute this with the billing manager only to get a sob story about how his child had the same issue as me once. Really bringing your child into the explanation of why you are not going to dispute the surprise charges for me is beyond immoral and greedy. I have attempted multiple times to dispute this because I refuse to pay more money for something I was already billed for and paid for. It should be illegal to send more surprise bills and charges due to a mistake in your department. I am fighting for a full refund for things I have been charged and paid for at One Medical. The doctors were ignorant and never even solved my health issues- they requested I do the same exact procedure more than once just to get more money.

  Business Response

  Date: 06/25/2024

  Hello Zion,

  My name is *** and I lead our Patient Experience team at One Medical.  Thank you for reaching out and I'm sorry the billing process has been confusing and frustrating for you.  In reviewing your account, it looks like you did not have an active insurance on file at the time of your encounters last year.  When we submitted your claims to your insurance for your visit, your insurance carrier processed your claims, in error, as in-network as if you had an active policy. 

  Your insurance carrier later reprocessed your claims as denied due to the fact that you did not have an active policy at the time of your visit.  As a result, you received a new bill at the out-of-network rate.  If you did, in fact, have an active policy at the time of those visits, we can reprocess those claims with your insurance carrier once we receive that policy information.

  As a courtesy, we have adjusted your balances to reflect our self-pay rate, minus what you have already paid.  We are happy to work with you on an interest free payment plan if needed.  If you have further questions, our billing hotline is ************.

  Thank you,

  ***

  Customer Answer

  Date: 06/26/2024

   
  Complaint: 21893986
  
  I am rejecting this response because:
  

  I have received the same response from this company as they are not disputing the charges for me- they are still charging me extra money. I am forwarding this complaint to BBB for assistance.

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

  Business Response

  Date: 06/26/2024

  Hello Zion,

  My name is *** and I am sorry that you were not satisfied with my response to your complaint.  We are willing to help you with your insurance claim.  In order for us to resubmit your claim, we would need proof that you were insured at the time of your visit.  If you would like to send a copy of your insurance card showing that you were in-network on the dates in question to ********************************* we are more than happy to assist you with resubmitting the claim.

  If you were not insured at the time of the visit, it looks like your insurance company billed your visit as in network and then later corrected the bill as out of network, which caused you to receive a second bill.  Insurance companies sometime do amend their bills if visit occur close to a date that a lapse in coverage begins.  As a courtesy, we have reduced your bill to our self pay rates so you do not need to pay the full out of network charges sent by your insurance.  We are more than happy to assist you with a payment plan if needed.

  Thank you,

  ***

• Initial Complaint

  Date:05/24/2024

  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.

  One Medical offers Impact Provram (health coaching). Before the program they share the exact code that will be used for sessions so the participant can check with insurance.I did that. It was all covered. The bill came with a new, unadvertised code.Instead of paying $30 copay as advertised, I was charged the full price which used my entire $500 deductible.What a joke for 20 min health coaching with a person who is not even a doctor.They won't stand by their own documentation. Such an unethical medical practice. I want to pay as advertised.

  Business Response

  Date: 05/29/2024

  Hello *****,

  My name is *******, and I'm part of our Patient Relations team here at One Medical. I am sorry to hear about the confusion when it comes to billing for this particular program. I see you have been in touch with our billing team, and you should be receiving a call from our operations team today to discuss this case further.

  All my best,

  *******

  Customer Answer

  Date: 05/29/2024

   
  Complaint: 21757856
  
  I am rejecting this response because the ops person had nothing to offer for a resolution although they know and admit they One Medical did not advertise the code for the program as they charged it.
  

  They are escalating further and I will not close this complaint until we come to a resolution. 

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

  Business Response

  Date: 05/30/2024

  Hello,

  My name is *** and I work with ******* on our Member and Patient experience team.  I'm sorry that you were not satisfied with our initial response to your inquiry.  I have also reviewed the billing information with our billing team. The billing team has spoken to your insurance as of 5/30 and your bill has been sent back for review and reprocessing, which normally takes ***** business days.  If you have further questions, please reach out to us at *********************************.

   

  Thank you,

  ***

• Initial Complaint

  Date:05/22/2024

  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.

  1/3/24 appt - was not provided service but still trying to charge me. Dr **** stated she did NOT go over what the appointment was for. I am being charged for a service that I did not receive

  Business Response

  Date: 05/23/2024

  Hello ******,

  My name is *******, and I'm a Manager on our Patient Relations team here at One Medical. Thank you for reaching out regarding your bill.

  I see you have been in contact with our Billing team consistently regarding this matter. I've escalated this to our Billing manager, and upon review, the information you have already received is the most accurate and current to date. Please refer to your messages for any additional questions.

  All my best and respectfully,

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

  Customer Answer

  Date: 05/23/2024

   
  Complaint: 21748091
  
  I am rejecting this response because:
  
  

  exactly what it says on the message she did NOT address the issue I went yo the appointment for. Im not sure where the confusion is. 
  You cannot charge me for a service I didnt get. The reason I went to the appointment was not addressed specifically if my medications are/were the reason why. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 05/28/2024

  Hello ******,

  Thank you for following up. We have reviewed the provider's documentation that shows you did received services. At this time, your bill stands, per our Billing and Clinical teams' reviews. I'm sorry this isn't the outcome you were hoping for, but please refer to messages from our billing and clinial leadership teams in your account for additional details.

  All my best,

  *******

  Customer Answer

  Date: 05/28/2024

   
  Complaint: 21748091
  
  I am rejecting this response because:
  
  

  I have provided documentation that clearly states what service I requested what not fulfilled. 
  I just want to make sure I understand your billing practices. If someone request an appointment and the dr says nothing about what they went to the appointment for. Say the dr talks about everything else but the specific reason the patient went to the doctor. You are still going to bill the patient even though they did NOT receive the care that they went to the DR for? I just want to make sure I am understanding because if that is the case, then that is shady business practice for charging someone to hear a dr talk about everything else other than what they went to the DR *******************************************************************

• Initial Complaint

  Date:05/10/2024

  Type:Billing 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.

  In October 2023 I gave birth at the hospital, which led to me meeting my insurance policy's "out of pocket maximum" for the year. Per my insurance policy, after that is met, I do not owe any co-pays for the rest of the calendar year. I had a visit with One Medical on November 14 2023, and One Medical is claiming I owe a co-pay of $65. Per my insurance, Western Health Advantage, I do not owe anything. I have made several calls back and forth, both to my insurance and to One Medical billing department to attempt to resolve this matter. My insurance has sent the *** to them showing no share of cost, and One Medical continues to say they have not received it, despite them having submitted it to them several times. My insurance even provided the *** directly to me, which I forwarded to One Medical, but they say "we need it directly from the insurance." One Medical is conveniently claiming they have not received the *** and that they can't accept it from me despite it being directly forwarded from my insurance. Please, adjust the bill to reflect what my insurance shows is correct. ie, I do not owe anything.

  Business Response

  Date: 05/15/2024

  Hello,

  Thank you for reaching out.  My name is *** and I lead our Patient Experience team at One Medical.  Thank you for reaching out, I'm sorry that you had this frustrating experience with billing.  In review of your information, it looks like this has been resolved by our team.  If you are still having issues with your bills, please don't hesitate to reach out to ********************************* and we are happy to assist you.  Thank you again for your feedback.

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

  Customer Answer

  Date: 05/16/2024

  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:04/24/2024

  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 didn't receive services from this company but I got a bill for 190$. I received an email that I'm able to check my moles for free. After clicking on this email I got a big button to schedule a call. No information that I will pay 190$ was provided. That working exactly same way - you got email because they obtain my information from employer (and employer pay for this subscription as benefit option), then you click on button where it says to schedule a call, then on this call which last 4 minutes they say "We can check your moles only in our office - you wanna schedule?". Then you got a bill for 190$. From my point of view this is total scum scheme. Because all this flow to make this call happened without real awareness that I will pay something (even if it was somehow hidden with tiny little text which says you will pay for it) I didn't get exact amount I will pay, subtotal or anything that might make me think that I will pay. And after that they wasn't able to provide me consultation about moles, which they advertised in their email (screenshot attached), because it's impossible to make it online. I didnt get to their office and didnt schedule this in person appointment. How they might think after all of that that I need to pay anything for that? Thats just not right from all points of view. Now they are trying to collect this payment using debt collector company ***********************. I was talking with regional manager ******* and she said me something like we can provide you a plan, I said okay If you wan't me to pay for nothing - I will let people know about this scum scheme. Totally insane company and manager.

  Business Response

  Date: 04/24/2024

  Hello Artem,

  My name is *******, and I'm a Patient Relations Manager with One Medical. Thanks for reaching out, and I'm sorry to hear about the confusion with your bill. After reviewing the case, the information that was shared with you is correct and current. You did receive notice that your visit would be billed to your insurance in the confirmation email, and that your employer only covered the membership fee. At this point, any additional questions regarding your bill will need to be followed up via the contact information already shared with you. I hope this has offered some clarity.

  All my best,

  *******

  Customer Answer

  Date: 04/24/2024

   
  Complaint: 21620067
  
  I am rejecting this response because: You just ignored everything in my message (there is no way to check my moles online) and saying that there was an email that I will be billed. First of all I have no idea which email you are reference to. You could send an email that I will be billed for a million dollars same way it won't makes me responsible for your email. You didn't provide me clear information that I will pay anything while I was booking this consultation. And It's clear that this scum is part of your business model. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 04/25/2024

  Hello Artem,

  I'm sorry that you were not satisfied with our response.  We have reviewed your bill and determined that it was correctly submitted for the care you received. Additionally, we confirmed we provided you adequate information that you would be billed for the services you received, per the screenshots you shared of the confirmation email you received.

  Best,

  *******

  
  

  Customer Answer

  Date: 04/25/2024

   
  Complaint: 21620067
  
  I am rejecting this response because: I didn't received any care - once again. You did nothing at all, and now you just trying to steal my money. That's what you are doing.
  
  Sincerely,
  
  ***************************