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

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  One Medical

  2001 Diamond Blvd Ste C-100 Concord, CA 94520-5737

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  One Medical

  2175 Market St San Francisco, CA 94114-1474

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  One Medical

  98 Gough St San Francisco, CA 94102-5920

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  One Medical

  840 Irving St San Francisco, CA 94122-2311

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:04/24/2024

  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.

  On 2/6/2024, I received medical services from One Medical's office at **************************************************** doctor recommended a ***** test, but informed me that the facility was out of rapid tests. In lieu of the rapid test, the only test available at the office was a *** test. I was not informed at this time anything about billing / insurance or given a decision of whether to move forward.When I received my bill, I was charged $210 for the ***** *** test.I am disputing that One Medical should charge me for a more expensive test when it was their fault for not having the cheaper, rapid test, in supply. The rapid test is best medical practice, the *** test is not best practice; the only reason I was given a *** test was because of a supply issue. I should not be charged for One Medical's supply problems, and especially not without explicit consent from me for an upcharge.I am requesting that One Medical completely waive this fee, or only charge me for what a rapid test would have cost.As a secondary complaint, the One Medical billing and investigations departments processes are completely broken. The billing department has hung up on me, refused to answer my phone calls, and purposefully punted me to other departments that are out of purview for my complaint. After over 10 phone calls and messages, no one has sufficiently answered and explained this charge. And the billing department cannot move the bill to escrow while in dispute.The investigations department is also broken. They are not sufficiently analyzing the complaint and coming back with valid answers. Their only response is "waive request denied", but they have not sufficiently analyzed the complaint to perform a meaningful analysis. They are clicking buttons to get through their queues with 0 quality or oversight.

  Business Response

  Date: 04/24/2024

  Hello *****,

  My name is *******, and I'm a Patient Relations Manager with One Medical. Thank you for reaching out, and I'm sorry to hear about the experience you've had. I know it can be challenging for us to warn all patients about all costs, as so much of coverage depends on one's specific individual benefits, but we always try to do our best. 

  Regarding your outstanding bill, please check your account, as I will follow up with you there for your privacy.

  All my best,

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

• Initial Complaint

  Date:04/24/2024

  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.

  One Medical has incorrectly billed me an astronomical sum for several dates of service. They miscommunicated to me that they would accept my insurance for the treatment, only for me to have my insurance deny the treatment because it was coded as PCP instead of as the psychiatric medication management I requested. After lots of panic back in 2021, I got a retroactive referral for these dates from my insurer, but One Medical failed to resubmit the claims. I asked for confirmation in writing in 2021 that these bills would not be sent to collections. It was given to me. Yet, low and behold, in 2023, this surprise bill has found its way to Mnet, One Medical's debt collections vendor. Mnet is shady. They do not respond to my emails and do not answer my calls. Their emails have broken links and look scammy and non-secure, and their online portal doesn't work. Even if I wanted to pay the debt, I couldn't using the tools Mnet has given me. When I contact One Medical to discuss the billing error, they simply re-direct me to Mnet. Mnet has ignored my emails requesting additional information about the supposed debts. They are now in violation of a federal law which requires they disclose to me the particularities of my debt within a certain time frame and require them to enable me to dispute the debt. I have tried calling and emailing One Medical many times to get them to work with my insurer. This hasn't worked as the agents are unable to open my attachments using their CRM. I also have no access to their tech platform as a non-subscriber. Their phone agents are either hostile or unwilling to help to me over the phone. Both companies are dodging me over a mistake One Medical made, and I want this resolved so that I am no longer in collections or being badgered over a false debt. God forbid they contract some legal services next to *** me for this invalid debt. I am losing sleep over how irate I am that this company will not work with me on remediating the outstanding balance.

  Business Response

  Date: 04/24/2024

  Hello ****,

  My name is *******, and I'm a Patient Relations manager here at One Medical. I am sorry to hear about the frustrating experience you've had. I do see that our Billing Manager reached out to you this morning. Please review those messages, as she has the most current and up to date information on your case, and will be able to assist further. 

  All my best,

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

  Customer Answer

  Date: 04/24/2024

   
  Complaint: 21617830
  
  I am rejecting this response because: the email I received from your billing specialist this morning was the exact sort that I have already addressed in my complaint. It was unhelpful and parroted the same response One Medical has been giving me for years. Basically, I am still being told: "this is not our problem/ we can't help you." One Medical is continuing in a three year streak of misrepresenting my options related to these specific dates of service. They state they will not address the billing issue as it has been sent to collections. I was finally able to get through to an employee of Mnet who shared with me that One Medical is fully capable of clawing back the debt, appropriately reducing the incorrect amounts being billed, and working directly with my insurer. One Medical owns my debt, and is the agent which has improperly billed me for services that were misrepresented to me and that I rejected. During the call with Mnet today, I disputed the debt. ****** at Mnet advised me to continue working directly with One Medical as your organization is the only entity with power to resubmit claims to my insurer, adjust billing amounts, and access the long history of correspondence I have had with your team over negative experiences with One Medical providers, your continued misrepresentations about what services I was being offered and billed for, and whether I would be at risk of getting sent to collections. If you look in my portal, you will find the message I received from Eve D back in 2021, assuring me that per company policy, that One Medical will never send me to collections. Eve D also had me get my insurance to issue retroactive referrals. Yet, One Medical never resubmitted to my insurer. They engaged in an illegal tactic of holding on to the debt until the *** to re-file with insurance passed. Reading through the mountain of other BBB complaints, and complaints by ****** employees in their knowledge base about One Medical, it is clear this is a systemic issue and not discrete issue. If we cannot reach an agreement directly, I am happy to pursue legal action. The next step would be arbitration, as if I had to hazard a guess, I was made to sign an arbitration agreement with your organization. I have begun the process of reporting One Medical to my insurer and to the ********************* of ********** A settlement I would accept is having the debt written off (without this being reported to a credit bureau, ever), having the balance sharply reduced to match what I would have owed had I only been on the hook for what you represented to me before treatment, and having all dates of service with ************** taken off of my bill because of the horrible, unethical experience I had with her before stopping our visit short. You can easily find a record of my complaint against this provider in my message history and likely with the office where I saw her, because I complained to the office manager about her immediately after ending the visit early.

  In sum: the way I see it, we have three roads we can go down:

  A) I respectfully request that the debt is clawed back from collections by One Medical, and the balance on my account sharply reduced. The reduction will reflect that each of the visits I saw for psychiatric medication management will be billed as if they were specifically coded for psychiatric medication management. The rationale for this reduction is because I verified with One Medical that this was the full scope and clear parameter of the visits and nature of service I would receive before I ever scheduled and commenced these dates of service, because this was the nature of what happened during those visits, and because this is the representation I relied on from your organization in contracting for your services. There is a clear record of all of our communications establishing this expectation in my message history, one easily reviewable by a court. This means I will owe no co-pay or co-insurance for these visits, as this would be fully covered by my insurance if things went down the way you said they would. UCSHIP fully covers mental health care, with no patient responsibility and no copayment. To re-iterate what I have been saying since 2021: I would not have come in to One Medical had I known that the visits would be coded as PCP rather than psychiatric medication management. Why? Because my referral to One Medical was for mental health care. Why? Because your organization was listed as in-network as A MENTAL HEALTHCARE PROVIDER on your website and on my insurance's website in 2021. Why? Because I easily could have gone anywhere else in my insurance network, FOR FREE, for psychiatric medication management. In contracting for your services, I relied on a misrepresentation. Demanding massive sums, after the fact, from an insolvent law student is unconscionable and an arbitrator will clearly see it as such. Furthermore, all billing pertaining to my botched visit with ************** will be fully removed from my bill. As you can easily see from my message history within the One Medical application, and the complaints I made on the date of service to the Office Manager at ***********, I took issue with my treatment by **************. I stopped our visit short due to her misconduct and left the room in tears. She acted unethically and in a way that made me uncomfortable, and I expect to not be billed for her services, which left me worse off than not seeking treatment at all. The fee for her services will be waived, as I have been requesting since 2021 with no helpful or adequate response from the dozens of One Medical employees I have since interacted with. More over, the flu shot she coerced me into getting, therefore ratcheting up my bill by $380 and padding your companies profits, will also be waived from my bill. I receive free vaccines from my university and this was clearly a shady moment where your office was placing profit over your patient's financial wellbeing. I have done some research on past litigation against One Medical and the news coverage that came up around the time you were acquired by Amazon, and it was clear that I am not the only patient who was coerced into getting vaccines at a ridiculous rate. It seems many of your practitioners had a policy of insisting patients receive vaccines, ones that were not covered by insurance, and that these vaccines predicated applying massively inflated charges to unwitting patients' bills, all during a global pandemic where such vaccines were freely given and people were financially insecure and massively vulnerable to misrepresentation about vaccine availability and related insurance coverage. 

  OR

  B) I respectfully request that you claw back my debt from Mnet, and fully write off the *entire* balance. Why? Because I am a financially insolvent law student and so there is no way the debt can even be collected. If we take this route, you will sign a promise to me stating that you will never report this to a credit agency, and the agreement will be between you and me alone. No news regarding this write-off will ever be escalated to any credit bureau or credit reporting agency. This agreement will mark the end of our interactions and I will never subscribe to your services again. 

  OR

  C) I will proceed to take (1) legal action (whether through court or arbitration), (2) complete my formal complaint against your organization with the ********************* of ********** (3) report you to Anthem so that they have fodder to reconsider sending their insured to your organization, (3) report you to the various consumer protection firms in my professional network who may be interested in originating mass arbitration against you for systemic misconduct, and (4) follow up with this NPR reporter to give some insight on how things are going since this article was first published: ***************************************************************************************************************************************** (So odd how the timing of this article almost directly overlaps with the misconduct I experienced from your organization with respect to vaccines!)  This step involves a lot of work, time, and expense for both parties, and so I assume it is not the optimal resolution. 

  I have been in communication with ********* (********) ******** who has informed me that your head of revenue will be reaching out to me shortly. I look forward to hearing a direct response from this contact within your organization. I am also happy to hear of alternative proposals for us to reach an amicable conclusion to this dispute. Otherwise, I will assume you are unwilling to work directly with me on an amicable solution and will proceed to step C as outlined above. 

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

  Business Response

  Date: 04/25/2024

  ****,

  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.  Since your bill was outstanding for over 2 years, we have transferred the debt to MNET.  I can assure you that MNET will not report you to credit agencies and this will not impact your credit score.  You can also work with MNET for a payment plan to resolve this outstanding bill.

  Best,

  ***

  Customer Answer

  Date: 04/25/2024

   
  Complaint: 21617830
  
  I am rejecting this response because: at this point it is a farce how inadequate the repeated response is from One Medical. Shame on them. I will be pursuing legal action. 
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:04/22/2024

  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 had a lingering cough for a couple weeks but otherwise felt fine and just wanted a second opinion so I went in for a check. I had already taken a COVID test prior to the appointment that morning and really felt completely fine despite the cough. I tell doctor *** Latthivongskorn and the front desk that I've already taken a COVID test that morning and it was negative but he insisted that I still test despite knowing that information and that it wasn't a preventative test so wouldn't be covered by insurance. He didn't even try to warn me and urged me to take it as if I'd be crazy not to. The simple COVID test cost me $89.89which of course was negative. Aside from asking to take some other tests which I thankfully managed to avoid, that was all he did. I was actually blown away with how little of his medical knowledge he used. It's actually quite eye opening to know that doctors and institutions like this exist.Ps. I have decent $700 per month health insurance and this was not covered so he must have known what he was doing. Be careful out there.

  Business Response

  Date: 04/23/2024

  Hello,

  My name is *** and I lead our Patient Experience team at One Medical.  Thank you for reaching out with your concerns about the bill for the ***** test.  I'm sorry that your experience with our team did not meet your expectations.   I was able to review your complaint with our billing and clinical leadership teams and it appears that your visit, including the ***** test, was clinically appropriate.  As a result, you were billed for the test you received.  Because this claim was documented, billed, and processed by your plan correctly, we are unable to adjust your bill.  If you have any further questions, please reach out to us at *********************************

  Thank you,

  ***

• Initial Complaint

  Date:04/15/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had blood tests on August 1st, 2023 at the ********, ******** location. They did not follow the lab request and administered a PSA test that was not requested or required. I did have a PSA done at this location in February if 2023 and really did not need another. I have copies of the lab request and the lab results. Its apparent when reviewing these two documents that One Medical performed a test that was not requested or required. I have been trying to resolve this issue with multiple people at One Medical since and have yet to be reimbursed for the $150 Quest bill that I was forced to pay in order keep me from going to collectons.

  Business Response

  Date: 04/15/2024

  Hi ***,
  
  
  My name is ****** and I am the Manager Of Patient experience.  Thank you for reaching out, I'm sorry you have a frustrating experience.  I understand that our billing team is in contact with you and working on your case with a favorable outcome.  If you have any additional questions please reach out to *********************************

  Customer Answer

  Date: 04/16/2024

   
  Complaint: 21576501
  
  I am rejecting this same  because: I've been hearing this same response from One Medical for 8 months. Nothing ever happens.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 04/16/2024

  Hello ***, 

  My name is *******, and I'm a manager on our Patient Relations team here at One Medical. I'm sorry to hear about your experience. I've spoken with the team, and it appears we are awaiting response on moving forward with your refund. ****** who you have been speaking with has the most current information - please follow up with her for a status update.

  Best,

  *******

  Customer Answer

  Date: 04/16/2024

   
  Complaint: 21576501
  
  I am rejecting this response because:
  
  I keep getting the same "We are working on it" reply from everyone I communicate with at One Medical. I have dealt with at least 4 managers and numerous others at One Medical regarding this issue. All have told me "they are working on it" and have been doing so since August of 2023. One of my main complaints with One Medical is the fact I keep getting pushed around to different people, just like they are doing now, and they all keep telling me "we are working on it", just like they are doing now. Most would think that continuing to respond to an "I am working on it" complaint with an "I am working on it response" is a tad ironic and counter productive?
  
  Once again, One Medical has the lab order with NO REQUEST for a PSA test.
  .
  They have a One Medical lab result form showing a PSA TEST WAS TAKEN...
  
  They have a copy of the delinquent notice sent to me from Quest Diagnostics charging me for the NON REQUESTED PSA ...
  
  and they have a copy of the receipt showing I paid the Quest Bill for the NON REQUESTED PSA TEST.
  
  What else could One Medical possibly need, after an 8-month review of this error,in order to resolve it?
  
  I was told by ********************* at the ***************** office to pay the bill and I would be reimbursed. I don't know how much clearer I can make this for One Medical. One Medical has been struggling for over 8 months to decipher this simple paperwork that clearly shows their error in black and white. It almost seems this paperwork has not even been reviewed. If they have, I cannot figure out the issues that One Medical seems to be having problems with.

• Initial Complaint

  Date:04/10/2024

  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.

  Ive been a member of One Medical for a decade. I pay a premium for the short wait times, promptness, ease of labs, and customer service.I asked for a prescription refill last month and was asked by my doctor to make an *********** first. The reasoning was to deem if my medication was safe. She was about to order labs when I asked her about my lab results from last November from the 2 specialists she had asked me to see. One at **** and ****** in *******. These tests and labs including over ************************************************** These tests are directly related to the medicines I am taking. My doctor at one medical responded she had forgotten to review said results and refilled my prescription without ordering further labs. I received an invoice for $500 for the *********** even though 0 services were rendered to see if my prescription were still "safe". The doctor in fact was negligent in her duties by not reviewing the lab results she asked for and forcing me to have a doctor *********** just to tell me that.*** tried to get an explaination as to why I've never been forced to have a doctor *********** before a refill as they have never required that of me before, why my doctor did not review the labs from my specialist that she asked for, and why was I forced to have an *********** to get a refill to deem if my medicine is safe just to have the doctor tell me she forgot to review my results to determine if the meds are safe, which would have rendered this $500 *********** moot.

  Business Response

  Date: 04/12/2024

  Hello **,

  My name is *******, and I'm a manager on our Patient Relations team here at One Medical. Thank you for reaching out. I see you have been in communication with our billing team. After speaking with the billing manager, the communication in your account with our billing team regarding this bill is the most current and accurate information at this time. For additional questions, please continue your communication with the billing team directly, as they have the most current information.

  Best,

  *******

  Customer Answer

  Date: 04/13/2024

   
  Complaint: 21559110
  
  I am rejecting this response because:

  They fail to mention what services was rendered at my doctors appointment.  My appointment was supposed to deem if my prescription are still safe.  She wanted to order labs for me but inreminded her that she had sent me to 2 specialists and i had done labs just a few months ago.  She responded oh oops i forgot let me review them.  So I was charged a doctor visit to be told that my doctor forgot to review my labs.  Good thing it was only money what if it her mistake cost me my health or life?

  And like ******** said above, i guess charging patients to tell them that their doctor forgot to do their homework is considered normal practice for One Medical, they really have become the Amazon of medicine.   
  Sincerely,
  
  *************

  Business Response

  Date: 04/15/2024

  Hello,
  My name is *** and I am the Director of Patient Experience at One Medical.  I have reviewed your message as well as the information in our system your complaint.  It is standard practice when a provider has not seen a patient for over a year to complete an in person visit before to assure it is clinically safe for the patient to continue the medication. 

  
  This in person visit was processed by your insurance and applied towards your deductible, which left you the insurance allowable amount as a balance. 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. Any questions you have on the amounts paid to us or assigned to you as patient responsibility can be answered by whoever provides your insurance policy and benefits, such as an employer or insurance agent. You can also find this information on the Explanation of Benefits (EOB) provided to you by your insurance company after they adjudicate your claim

  Please reach out to ********************************* if you have any additional questions regarding your patient responsibility for this appointment.

  Thank you,

  ***

• Initial Complaint

  Date:04/01/2024

  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.

  On August 23, 2023 I was referred by a Dr from One Medical Group to obtain an imaging procedure from Lenox Hill. One Medical did not submit the preauthorization form correctly and has not been helpful in helping me to obtain a refund or payment for the procedure. I paid $725 for a procedure that I should have only paid ~$30 out of pocket.

  Business Response

  Date: 04/02/2024

  Hi *********,

  My name is *** and I lead our Model Experience team. I'm so sorry that this experience has been frustrating for you.  

  On 9/29/23, you were provided with an updated copy of the authorization letter to you and your insurance. The next step would be to confirm that the imaging center resubmitted the claims with this updated authorization, and/or checking with the insurance if they received the updated authorization to update your explanation of benefits.

  Since the billing is with an external organization, and not with One Medical, One Medical doesn't have information on the details of your $700 bill. There are many factors that go into billing (co-insurance, deductible, etc.) so your next steps would be to reach out to both parties (imaging center and insurance) to assure the correct authorization for both parts of the imaging were applied to the bill and further understand the patient responsibility as determined by the imaging center and your insurance plan.  

  If you have further questions, please reach out to *********************************

  Thank you,

  ***

• Initial Complaint

  Date:03/27/2024

  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've been instructed by the One Medical team that it is necessary to have a referral from a primary care physician before I can begin treatment for physical therapy. Despite already having gotten a referral for a similar issue in the past (again due to One Medical insisting that's needed as a prerequisite) and asking for other options, I was still instructed to come in before I can get treatment at a physical therapist.My insurance later confirmed that this is not a necessary step for someone on a PPO insurance plan. This is a very disappointing experience for me because being misinformed does cost me time and money for each of these visits and makes me lose trust in the information I'm receiving from One Medical.I would like to ask for someone to review the misinformation that's being provided to patients of One Medical. Despite me asking for reasoning why a referral was needed on multiple occassions, I was repeatedly told that it's a requirement when in fact that's not the case. This resulted me having to pay for 2 appointments to get a referral for a related injury when this could have been avoided as it's not recommended by my insurance.

  Business Response

  Date: 03/28/2024

  Hello ****-An,

  My name is *******, and I'm a Manager on our Patient Experience team here at One Medical. I'm sorry to hear about your experience regarding getting a referral, and I'm happy to clarify our approach to referrals. Often, patients would like referrals for issues that we usually can resolve in office. As such, we try to see patients in office first to see if we can resolve the concern and help patients avoid multiple visits and specialists fees and copays. On occasion, a referral is needed, as was your case. Since a few years had passed between your two visits regarding this concern, which is why we asked to see you again before referring you out. We wanted to make sure we had the most recent information to ensure we were making the right calls regarding your care and how to help you feel better quickly.

  Our goal is to attempt to handle as much in ************** as possible and reduce the need for our patients to have to bounce around for their care. I hope this helps clarify.

  All my best,

  *******

• Initial Complaint

  Date:03/27/2024

  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.

  On October 9th 2023, I booked an online appointment on the One medical app to request some routine bloodwork (hormones, vit d, etc). The call was about 15 minutes long and I was told the cost was $35 which I paid on the same day. I tried to go to One medical to get the blood work done in their office and was informed that it wouldn't be covered by my insurance and it would be out of pocket so I called my insurance and went to a lab in the network instead. All good there never heard from one medical again or needed any services from them.Yesterday, March 26, 2024 I get a $549 bill for some Office visit in October 2023. I called one medical to say that seems to be a mistake and they told me that was a charge for the telehealth appointment and that my insurance did not cover it. I don't even have the same insurance anymore but I was on ***************** of California. They told me one medical is not in network. This is unacceptable, if this was indeed not covered why am I only being told that after the session? I would have NOT done it if I knew the cost. I was told the cost would be $35 and that's exactly what I paid. They were able to tell me I wasn't covered for the lab work but not a word about the telehealth appointment?Also $549 for a ********************************************************************************************** This seems very overcharged. I won't argue with my insurance anymore because I'm already on another insurance. But I was paying $700 a month for my premium... This is ridiculous. One Medical says they can't do anything, but charging $549 for a 15 min call to request routine bloodwork work is straight up robbery, especially since I wasn't informed I would be paying this much. I want to settle this bill but I hope a more fair amount is charged for the services provided. Ive been a One medical customer for years and used to recommend it to everyone. Now it just seems like a scam.

  Business Response

  Date: 03/27/2024

  Hello ***,

  Thank you for reaching out. I'm *******, and I'm a member of our Patient Experience team here at One Medical. I see we have escalated this concern to our billing team, and are awaiting a response.

  Thank you for your patience, and you can expect to hear back from our billing team soon. 

  All my best,

  *******

• Initial Complaint

  Date:03/26/2024

  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 primary doctor suggested to get Typhoid vaccine. My primary doctor is from OM as well. I went to the lab on Nov 3rd, 2023. After I got my typhoid vaccine and flu shots, I asked the nurse at Lab if there will be any charges today, she asked me to ask front desk. Then the front desk assistant told me the charge is $675 plus a fee for injection for typhoid. I was so shocked since this is a vaccine. After that I searched the normal charge for typhoid vaccine is $140 and CVS charge is $189. I asked her to give a breakdown of the bill, she kept saying she can only print out after I paid. I insisted that without a proper breakdown I won't pay for it. Then she pulled out a form by telling me the prices. And on the form, it is clearly said this should be present to the patient before the procedure. Now my billing is up to 1000 after they billed the insurance company and insurance company can't cover. I keep reaching out to them for updates, but they keep ghosting me since Feb. Even put me on hold for 4 hours on customer service line.

  Business Response

  Date: 03/26/2024

  Hello,

  My name is *** and I lead our Patient Experience team at One Medical.  I'm sorry you have had a frustrating experience with your bill.  I was able to review this with our billing team and confirm that your vaccine was not covered by your insurance. It's always important to verify coverage with your insurance carrier before receiving a service.  As a courtesy, we have reduced your bill to our self-pay rate and are happy to set up a payment plan if needed.  If you have any further questions, please reach out to *********************************

  Thank you,

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

• Initial Complaint

  Date:03/20/2024

  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.

  I had a phone appointment with a doctor at one medical to update my prescription. I received a bill for this labeled Office Visit: moderate to complex, which they billed me $468.95. I disputed this amount with them as it was incorrectly coded and it was taken off of my billing portal. At this stage I assumed it was removed and I did not owe anything further - I contacted One Medical in the screen shots attached where you can see (a) the amount shows as $0 balance and (b) I had disputed this before with them. I heard nothing further from them since June of last year. I just received a collections notice from them for this amount. Can someone please assist me?

  Business Response

  Date: 03/21/2024

  Hello,

  My name is *** and I run our patient relations team.  I'm sorry that your billing process has been confusing and you received a collections notice this week.  I did take a look at your bill and can confirm that you have a $0 balance and nothing in collections.  If you have any further questions, please reach out to ********************************* and we would be more than happy to assist you.

  
  Thank you

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

  Customer Answer

  Date: 03/21/2024

  Hi I received a note from One Medical that this charge was written off in October. It sounds like the issue is that the collections company.