Business Profile

Medical Service Organization

One Medical

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Medical Service Organization.

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.

If you've experienced an issue

Submit a Complaint

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:03/17/2024
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 10/2/2023, One Medical failed to disclose in advance the cost of administering a routing typhoid vaccination that is recommended by the *** for the regions I was visiting. One Medical charged me $1,226 for a vaccine that costs <$150 at any local pharmacy. ***************** told me over the phone that he would adjust the price to $600. On 3/4/2024 ***************** stated in writing that "I do apologize I told you the incorrect information last week" and increased the amount due to $858.47. One Medical failed to disclose accurate cost information up front, and later disclosed inaccurate cost information, which had I known I would never had used their services. I would like a billing adjustment to the market rate of $150 given the borderline fraudulent disclosures and time spent trying to resolve this.
Business Response
Date: 03/21/2024
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 today and confirm that your vaccine was not covered by your insurance. 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:03/16/2024
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.
It saddens me to write this review because I love OneMedical and the providers I've had. However, I had a very frustrating experience recently. I went into the office for a check up on 12/20/2023 -- largely to figure out why I had strep-like symptoms that wouldn't go away. The provider (who was great) gave me a strep test and basically said to just wait it out. The visit can't have lasted longer than 15 minutes. I left with no prescriptions, no advice and really no new information except that I tested negative for strep. Later, I was billed more than $200! AFTER insurance (I have Aetna). Researching online, that is FAR higher than the cash price of a strep treatment in my zip code. Why am I paying thousands of dollars in insurance and hundreds of dollars in OneMedical membership fees if I'm still paying more out of pocket for routine healthcare? I tried through OneMedical and using my Aetna health advocate to resolve this issue and there has been absolutely no movement.
Business Response
Date: 03/21/2024
Hello *******,
My name is *** and I lead our Patient Experience team at One Medical. I understand it can be frustrating and confusing to ****************** and deductibles. I was able to review your visit and it appears it was coded correctly. The original billed amount is the contracted rate decided by Aetna for the codes/diagnosis/location. A portion of that goes toward your insurance deductible, which is the amount you are being asked to pay. If you have any further questions, please reach out to *********************************

Thank you,
***************************
Customer Answer
Date: 03/22/2024

Complaint: 21444208

I am rejecting this response because: It did not address my complaint at all.

Sincerely,

*********************************
Business Response
Date: 03/22/2024
Hello *******,
I'm sorry our original response was not satisfactory. We have provided additional insights, including the *** codes charged, through our secure messaging system, you will see a message from Syrinda on 2/9/2024.
We have verified that the *** codes charged were appropriate for the care that was given to you. When we bill to insurance, we bill them at a contracted rate that was agreed upon by insurance and One Medical. These rates can vary due to a number of factors such as insurance company, diagnosis, and location of services rendered. In your case, based on the *** codes billed, the Aetna rate was $1296. Aetna, your insurance company, adjusted the claim from $1269 to $688. Aetna covered $487, which left $200 as your responsibility toward your deductible.
I hope that this explanation provided some clarity on insurance billing practices, but I am happy to answer any other questions that you may have. Please reach out to us at ********************************* if you have any additional questions.
***************************
Initial Complaint
Date:02/07/2024
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 want to make a complaint regarding One Medical and their questionable business practice. I went in for an annual check up which is 100% covered as preventive care by my insurance. I also stated to the doctor this was the purpose of my visit. The doctor requested some tests which she stated were normal for annual check up. Then the doctor requested a follow up zoom call to go over certain results of my tests. I never ever been charged for a doctor requested call to go over annual check up test results. They are usually a continuation of services. I was not notified by One Medical that by accepting the doctor requested call I would be charged an appointment fee. If I had been notified of this practice, I would have declined the doctor requested call. The call was to go over results of my annual check up tests which showed high cholesterol - I do not need to pay 100+ dollars to read a test result with a doctor specially when this is never the case with any other health provider and a follow up to an annual check up. I received a bill and tried a few times to discuss with their billing department without success. I canceled my service with them but buyer beware - they will charge you for their requested calls that are normally covered by the service anywhere else. IMPORTANT: I can't even provide this complaint with a statement because they don't give you one over the application, just an option to pay - that's how little information you get about the situation which I am sure violates some disclosure law.
Business Response
Date: 02/09/2024
Hello ***,
My name is *************************** and I support our patient experience team. Our billing team reached out to you on 2/9/24 to review your bill and recoding request. 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 7am-10pm EST, Monday- Friday and 11am - 8pm EST on Saturdays.
Thank you,
***************************
Initial Complaint
Date:02/02/2024
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 signed up for this service and paid my monthly fee. On the site it said if I paid my monthly fee I would get free virtual visits. After my visit I was sent a bill for $145.03. When I called I was told the monthly fee only pays for administrative fees. I am filing this complaint because It was not what was described when I signed up.
Business Response
Date: 02/02/2024
Hi Francisco,
My name is ****************** and I am the Director of Patient Relations here at One Medical. I wanted to send some information to you that I hope you will find helpful. I have attached the membership page from Amazon that explains how One Medical membership works-- scheduled office and remote visits are billed to your insurance, but your membership also includes access to our 24/7 virtual medical team, where patients can receive a brief clinical consultation via the app messaging portal, or an unscheduled brief video chat.
The billing you are referencing stems from a scheduled remote visit that was billed at the self-pay rate. Our administrative team also sent a message in advance of that scheduled visit in order to obtain insurance information as well as offer out of pocket pricing information (below.)
(Admin)8:00 AM 01/11/24
SUBJECT | *********** Your Insurance Information!
Hi *********,
My name is ******* and I am a Member Support Specialist at One Medical.
It looks like we do not currently have active insurance on file for you. You may update your insurance on the One Medical mobile app in the 'My Health' tab, under 'Insurance & Billing.' Alternatively, you may reply to this message with your insurance plan name, Member ID #, Group # (if applicable) and/or an image of your card and one of our member support specialists can assist you.
To check insurance plans that are accepted at One Medical, you can search on our website. If you do not have an active insurance plan, we do have out of pocket pricing available. For any additional questions or concerns, reply here or visit onemedical.com/insurance for more details.
Take care,
*******
Please let our team know if we can be of any further assistance or provide any other clarification.
Kindly,
Cookie De Smet | Patient Relations
Initial Complaint
Date:01/31/2024
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.
Today, I received an email by One Medical welcoming me signing up for another year. I am not a member since 2022 when One Medical denied me access for an medical emergency in October 2022 (13th) when I had to leave their office to visit an urgent care service in pain where I was described an antibiotics. One Medical failed to see me although one of their doctors sent me to their office with a referral same night as their lab closed earlier than usual due to a street festival on ****** Street. This experience was causing me panic attacks as I was not allowed to use their lab at these two offices. I cancelled my membership, but also they deny patients services, even it is urgent care, they still renew your membership without your permit. I have in written form that I canceled my membership and that I lawfully denied them to use my account information. Illegally, they do since 2022 to renew my membership - just by themselves. My bank account is not meant for them to access it unlawfully. Second problem is that it takes days to receive an answer as they use an app, that they lock once you are not a member anymore. So, I had to save all my messages since.Due to charging me for another year, all this anxiety of 2022 due to denied access being asked to leave the office when I was an urgent patient and following harassment and denial for their services, it all came back today. One of their doctors told me later that she felt sorry with me and that the work environment is not good at One Medical and the staff was doing me wrong due to that reason. I herewith, requesting the reimbursement of unlawfully charged membership ($149) and the same amount of compensation of third time using my account information without my permit. So, I am requesting $298.I will also file a court complaint against OM as this is unlawful act by One Medical. One Medical is acting very aggressive and ignored legal matters. Thank you in advance,
Business Response
Date: 01/31/2024
Hello,
My name is ****************** and I am the Director of Patient Relations here at One Medical. I am very sorry that this situation has caused frustration and I am happy to provide support in any way that I can. Regarding membership, I see that a refund was issued today (1/31) in the amount of $149, which you should see back to the account it was paid from within 7 days. I also see that the last membership fee ($149) was also refunded in October of 2022. The account is also now deactivated, and no additional membership fees will be auto-renewed.
I hope this resolution is satisfactory, and as always, if you need any additional support or have any other questions, please reach out to our team at ************.

Kindly,
Cookie De Smet | Patient Relations
Customer Answer
Date: 01/31/2024

Complaint: 21225536

I am rejecting this response because:
Dear Ms. **************** response is not acceptable. Neither did I receive an email from you to state the cancellation for 2024. The email by ***** confirms it is cancelled for 2025, offering me medical service for another year. I did not renew any membership since 2022 and you allow me to only cancel by 2025? I dont even use your app since 2022. It is not correct what you say, it was not an automated renewal. I cancelled my membership several times. You might not understand what I am legally talking about, but you were not allowed to charge my card. Don't you have a membership fee lawsuit, in addition?

I am awaiting an appropriate reimbursement in this matter. I am asking you for interest rates for every day of using money out of my account, as well a compensation in the amount of the membership fee. Please, understand, that it not me asking you for a favor. It is your organization that is acting legally wrong.

Also, I do wonder, why you were not answering my correspondence in 2022. Your management ignored my complaint and a random doctor contacted me to apologize. It is not frustration - it is anxiety and panic attacks you caused, due to the fact that you were asking a patient in pain and urgent care need to leave the office, because your reception was asked to contact my family doctor at One Medical, who sent me to your office that night as their lab closed earlier than usual and unannounced. Before my appointment, I called your office and was told that lab work is done at ***************** office at ****** Street. Your receptionist and lab staff wanted to close the lab earlier than usual also at this location. I have to mention that this office at Market Street is the emergency/urgent care office in whole ************* at One Medical!!!
Later appointments arrived and were treated while I was seated to wait, I was not allowed to ask any questions. The lab staff was waiting for a patient more than 20 min., but denied to treat me. When the lab staff walked in front of the lab, I was asking if I could be seen showing my referral and explaining that I came in as urgent care. I was told that I should not talk to the women in front of the lab other than via receptionist and should leave. When I addressed your receptionist that the lab staff seems to be free and if there would a chance to be seen I was treated in a disrespectful way. Later, your staff also pretended that I walked into the lab, which I havent done and would never do, respectively. Also, your receptionist saw that I didnt and a doctor who walked by the lobby. From an insider of OM I heard that your staff is stressed and fluctuation is high - on the patients account!
It was embarrassing and degrading that night and since that day the random lab staff I do not even know personally was allowed to address me with that night and denied to see me. My family doctor had to take vacations and wasn't available to clear the matter. With no word she supported me. We had a great patient relationship. All due to one lab person. Another doctor, not your management stepped in, apologized (in written form), but every time I wanted to visit an office, I had to ask her if I am liked to be seen. As a member in 2022, I paid especially for the service of free choice. *************** were the victims of One Medical's disorganization. I am a respectful person and while I am writing this, I am set to tears. Besides, how I was treated, I doubt that a medical organization is allowed to send a patient at an emergency office away, especially if one of their doctors sent them there for that urgent care need. I should have sued your organization in 2022 and still keep that option open for medical denial, bad reputation and misinterpretation.
Today, you have the audacity to call this matter frustration and let me believe this would be an automated membership renewal? One Medical has a membership fee lawsuit. So, why do you charge me a membership fee, unauthorized, every year? There should not even be an automated renewal on your app, anymore!
Sincerely,

***********************************
Initial Complaint
Date:01/17/2024
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 referred my account to ***********************, a collections agency. The bill was paid by my insurance company in 2023. This info has been confirmed by *******************, an admin at One Medical. *********************** continues to pursue and harass me, despite the fact that in October, ***** confirmed that he removed all balances from the collection agency.I sent another message this morning to the One Medical team, and I also reached out to CEO ********************* and CFO ***********************. The regular and consistent harassment by *********************** has caused me undue stress. I am losing sleep, which is impacting my health. This is turn causes me to seek help from One Medical. Perhaps this is part of the plan: cause stress in patients and make money treating that stress.I also wonder if this treatment is because I am a homosexual? Is this a case of discrimination? None of my heterosexual associates are being harassed.
Business Response
Date: 01/17/2024
Hi ****,
Thank you for reaching out about this, and I'm very sorry for the frustration caused by this experience. My name is ****************** and I am the Director of Patient Relations here at One Medical. I did see that the billing team sent you this message today:
"Hi ****, Thank you for the information provided. The account does show paid and closed for DOS 02.16.23 , but ***** has not updated their record. I have reached out to frost to notify them that you have satisfied your account and please close their record. Thank you for bringing this issue to our attention.
Have a wonderful day
************"
We will be sure to follow up with the agency in order to confirm that the record has been updated. If you need any other support, please email us at *********************************.

Thank you,
Cookie De Smet | Patient Relations
Initial Complaint
Date:01/10/2024
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.
Date of the transaction: 11/01/2023 My PCP at One Medical wrote in my medical record in Jan 2023 that I have cervical stenosis (which I don't have). This resulted in my getting rejected by the ******** ********************** for LTC insurance. I wrote to my PCP to correct the mistake she made in my medical records. She asked me to drop a visit to her office for a thorough examination for cervical stenosis. It turned out to be negative. The office charged a $120 "administration" fee for this diagnosis and it was not covered by my insurance.1. I object to being charged for correcting an error that One Medical made in my medical records.2. The incorrect diagnosis code resulted in insurance non-coverage; a standard cervical stenosis check is covered.3. The office failed to comply with the California No Surprises Act by not informing me in advance of non-covered expenses.
Business Response
Date: 01/17/2024
The following message was sent to Changtian on 1/12/24:
Good Afternoon,
Thank you for reaching out to us. I have information for you that you should find helpful.
We have reviewed your request and will adjust your balance to zero for the 11/01/2023 visit as a one time courtesy.
If you have any further questions on the amounts paid to us or assigned to you as patient responsibility because of the provisions in your insurance plan, you will want to contact 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.
I hope this information assists you. If you have any questions, please reach out to our Billing Hotline at ************. Thank you again for your inquiry and thank you for being a One Medical patient. Enjoy your day!
Cookie De Smet | Patient Relations
Customer Answer
Date: 01/17/2024
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:12/28/2023
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.
One Medical submitted 5 claims to my insurance that I saw a provider that I never saw or have heard of. This provider is out of network and in a completely different state so my insurance denied these claims. I saw that my insurance denied these claims two weeks prior to the deadline of the bill and notified one medical and my insurance of the issue. We had a three way call where one medical confirmed that I did not see that provider and they would resubmit the claim. I did not hear back for a few days and checked with one medical and they stated they resubmitted all 5 claims. I waited a week to check back and only 2 claims were correct and accepted by my insurance. I confirmed with my insurance that only 2 had been resubmitted and 3 had not. I notified the chat agent but they have not responded in 2 days. I called the day the bill was due and the agent told me the issue was under investigation and they could not change the bill date. I asked what the investigation was and if they could confirm that it wasnt going to go to collections and she said they could not confirm that. Again these claims were submitted incorrectly by them! They stated all supervisors were busy and disconnected the line. After messaging multiple times the chat agent responded and stated by **** was denied recoding and that I shouldnt worry because if it does go to collections it wont effect my credit because they partner with the credit agency I dont even know what that means nor am I comfortable with it. This is concerning and fraudulent activities! Ive been a member for 4 years and I cannot believe the treatment I am receiving! I dont want to even go to the doctor anymore because of the treatment Ive gotten and no one should feel uncomfortable seeking medical help.
Business Response
Date: 02/01/2024
Hello,
My name is Cookie and I am the Director of Patient Relations here at One Medical. I wanted to reach out to you in order to provide an update on this case, as our team recently conducted a review. I see that the administrative team messaged you on 1/26 to let you know that the 11/28/23, 11/30/23, and 1/11/24 claims had been resubmitted to Anthem and are currently pending. They accepted the claims on 1/19/23 and should take approximately ***** days to process.
Our administrative team will keep you informed of any updates received now that resubmission process has begun. I am always happy to connect if you would like to share additional feedback about your experience, or if you need any additional support. Please email *********************************.
Kindly,
Cookie De Smet | Patient Relations
Customer Answer
Date: 02/05/2024

Complaint: 21066544

I wanted to note that there was an entire month delay in the time I heard and then the claims were not resubmitted until 01/19/24. I was told on 12/28 by a manager to check in after a week or two to have a resolution and did not hear back until 01/23/24 after I messaged almost everyday after giving it the recommended time. This is also after the original issue arose at the beginning of December and we are now in February. I feel this complaint should not be resolved until it is completed. And should be on record for future users. I would also love some accountability and apology for the lack of support and timeliness.

Sincerely,

*****************************
Business Response
Date: 02/07/2024
Hello ******,
My name is *************************** and I lead our Model Experience team at One Medical. I work closely with Cookie and our billing team and this complaint was escalated to me. I want to begin by apologizing for the slow response to your complaint. As Cookie mentioned, and **** messaged in chart, your claims have been resubmitted on 1/19/23 and take approximately ***** days to process. I will check on the status of this in a couple weeks, when we hit the 30 days ***** and will message you in the app. If you don't hear from us by the end of February (45 days), please don't hesitate to reach out to us at *********************************. Me and my team monitor the email and will get back to you as quickly as possible.
I'm sorry again this has been a frustrating process for you and will work work to resolve it going forward.

Thank you,
***
Initial Complaint
Date:12/16/2023
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.
Im a member with One Medical, and I was billed $385 for a service that was advertised as free as a members benefit. On the websites ***, under the question How much is a Remote Visit?, it states that Your annual membership with One Medical provides free Video Chats with our online Medical Team through the mobile app and will not apply to your insurance or out-of-pocket cost. So on 10/27/2023, when I noticed a bug bite on my wrist and wanted to make sure its not from bed bugs, I proceeded to book a remote call with One Medical in their app, under the impression that its free with my membership, by clicking on the Remote Visit button at the top of the screen. I went through a confirmation screen before booking that said remote visits are billed as regular in-office visits, but the same disclaimer was in the *** answer about remote visits (mentioned above) with the note about members getting free video chats, so I proceeded thinking members wont be billed at all. I had a quick consultation in an in-app video chat, which was my first formal interaction with One Medical (except a flu shot drop-in prior), and though the healthcare professional I spoke to explained features of One Medical after learning my new patient status, nothing about the call not being a free benefit for members was mentioned. I was later told that the free service is a treat me now feature way down on the screen, that people have mistaken with remote visit, and it was never mentioned in the ***/advertisement, nor on the confirmation screen before booking a Remote Visit. Few weeks later, I received a bill of $385 for that visit, which is not covered by my insurance. *** tried both calling/walking in to explain how I was misled, but One Medical determined that its a coding/healthcare coverage issue and I have to pay the full amount for a service that was advertised as free. This is extremely misleading and unfair, and Id like to have the entire charge of $385 for that visit waived.
Business Response
Date: 12/21/2023
Hi ******,

Thank you for reaching out. My name is ****************** and I am the Director of Patient Relations here at One Medical. I am sorry that you received an unanticipated bill for your remote visit. While our disclaimers (attached) communicate that remote visits are billed to insurance, we understand that as a new patient, it can be challenging navigating between the included benefits of membership and those that will involve your insurance. Our membership team is always available to help explain in greater detail the benefits of membership and guide on how best to use our services. That being said, our billing team can certainly help to make this bill more accessible.I will follow up with a private message to you with my contact information so that we can partner on next steps and options for this matter.

Kindly,
Cookie De Smet | Patient Relations
Customer Answer
Date: 12/28/2023

Complaint: 21016056

I am rejecting this response because:
I have not received any communications mentioned (private message with contact info). *** also engaged with the billing team before filing this complaint, who refused to waive or change the bill. Im not looking for any payment plan or other ways of making the bill accessible, as suggested by the business, since this is a service advertised to me as free.
Initial Complaint
Date:12/15/2023
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.
10/20/23 date of service. I booked a virtual visit via app with *********************. I logged into zoom for the virtual visit, the video was not functioning properly but the sound was and ********************* (P.A.) ASKED to call me. I did not initiate going on the phone. After the visit, I received a bill for ****** and contacted my insurance - they said it was billed as telephonic. One medical then offered to reduce the bill to a self-pay of ****** I asked one medical to resend the bill to my insurance recoded, they never resent the bill to my insurance. They said they were unable to do that because the medical provider notes did not support that and it was out of compliance. One Medical initiated the telephone call and failed to disclose that this changed the visit terms. I called multiple times to try and settle my debt and offered them the co-pay amount of what the virtual visit would have been. They have flagged or pre-screen and selective decide which calls the billing department will address. The customer service is non-existent and they threatened me saying they would put it on my credit report. I never booked a telephonic visit, they refuse to discuss the matter and are deceptive and bullying tactics into charging customers for services they did not book. I will gladly pay my portion of the co-pay for a virtual visit.
Business Response
Date: 12/21/2023
Hi *****,

My name is ****************** and I am the Director of Patient Relations here at One Medical. I am very sorry that your recent experience has been frustrating, and I want to help in any way that I can. If its alright with you, Id like to investigate this further with the clinician you saw as well as our billing team. I will follow up with a private message to you with my contact information so that we can find a time to connect on this matter and partner on next steps.

Kindly,
Cookie De Smet | Patient Relations
Customer Answer
Date: 12/21/2023

Complaint: 21011539

I am rejecting this response because: the fundamental complaint is not answered in this email nor did I receive your contact information. Please provide clear detailed resolution as to how you will work with me to come to a mutual outcome. The proposed forced bill is not acceptable. The correspondence *** received from One Medical has been vague and they never answer or have a reasoning for why the visit was changed without a disclosure that there could be a charge.

Sincerely,

***************************
Business Response
Date: 12/21/2023
Hi *****,
I did send you a private message via the email address we have on file for you, and you are welcome to contact me directly if any further discussion or support is needed. For this instance, One Medical has adjusted the balance to $0 as a one time courtesy to you, so there is no remaining balance for that visit.
A few items to consider:
-The coverage of phone visits or telehealth services can vary depending on the specific insurance plan and the policies of the insurance provider, and we highly recommend checking in with your insurance provider on particular benefits. Our remote visits are best utilized on Zoom.
-If you have future remote visits, Zoom capabilities are necessary to be able to meet with our providers. If your mobile device does not support zoom, please let me know. I am always happy to have our technical team reach out with best recommendations.
I hope this action has resolved your concern. Of course, if you would like to discuss further or have any additional feedback, please let me know, I'd be happy to connect.
Kindly,
Cookie De Smet | Patient Relations
Customer Answer
Date: 12/21/2023
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. The business has finally addressed the issue after a dozen calls and emails.

Sincerely,

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

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

One Medical is NOT a BBB Accredited Business.