Complaints

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

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  VillageMD

  433 W Van Buren St Ste 510S Chicago, IL 60607-5058

  
• 

  Ocean State Primary Care Coventry

  982 Tiogue Ave Coventry, RI 02816

• 

  Ocean State PCC Westerly

  77 Franklin St Westerly, RI 02891

• 

  VillageMD

  25 Scotch Rd Ewing, NJ 08628

• 

  VillageMD

  521-523 Tilton Rd Northfield, NJ 08225

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:06/01/2025

  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 went in for an annual check up. Village medical ignored my insurance information and instead billed my debit bank card for the full amount without my consent.

  

  Business Response

  Date: 06/09/2025

  Thank you for your feedback and for bringing this to our attention. We have escalated your issue to a billing team member to assist you. Please be on the lookout for a call or email. Thanks again. 
  
  

  Customer Answer

  Date: 06/10/2025

   
  Complaint: 23403328
  
  I am rejecting this response because: they have not returned the $751 they illegally took out of my bank account. The agreement I signed was to pay whatever it is that my insurance doesnt cover. They havent even billed my insurance yet. Also, if I were a cash client there would be a different amount owed. They charged me for the insurance amount, also illegal. I need a complete refund and we start over and Ill gladly pay whatever my insurance company doesnt cover. 
  
  Sincerely,
  
  ***** *********

  

  Business Response

  Date: 06/11/2025

  Hi ***** - thanks for the update here. I have confirmed with our billing team that we will be processing a refund back to the card you paid on your account. Please let us know if you do not see it on your end within 5-7 business days. Thanks again.

  Customer Answer

  Date: 06/18/2025

   
  Complaint: 23403328
  
  I am rejecting this response because:
  
  Sincerely, I did get refunded, but the fact that their program (unlawful as it is) is still in use, and the receptionist who purposely didnt charge my current insurance is still working there leaves me feeling like they will continue to rip people off. I will look elsewhere for my healthcare needs and the public needs to be warned of such a shady business. 
  
  
  ***** *********

• Initial Complaint

  Date:05/30/2025

  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 am being charged 2 copays by Village Medical for two different visits that are covered 100% by my insurance company. One is an *************** Visit on January 28, 2025 which I was told is required by ******** and a complete physical on March ****** which my ** suggested before she retired at the end of March 2025. After receiving bills for the ****** I contacted my insurance company who said I was not responsible for any charges, the representative from the insurance company even did a three way call to the ****************** to make them aware I didnt owe anything. The billing department always says I discussed something with the ** that required a different billing code. I have had this happen before with Village Medical in the past and know NOT to discuss anything. I was told by my local Village Medical where I had these visits that the ** is required by Village Medical to code with a diagnosis of an ongoing condition which allows them to collect a copay in addition to being reimbursed by the insurance company. I have called VM every month I get a new bill and we have had the same exact conversation each time. I printed out papers from my patient portal stating that the visits were in fact the *************** Wellness visit and yearly physical. I have been lied to and promised phone calls back which I never received. Finally today I spoke with someone at the ********* where I went and she said she would call someone else. She did call me back and state that I would only be responsible for one ***** copay. I told her that Village Medical is committing fraud and I would keep going with this complaint. I am not responsible for these bills. I would never seek medical attention at Village Medical again. They dont care about you as a patient, they are not in the medical profession, they are in the money making business. The people in their billing department are rude, they are lying to you and their favorite thing to say is I will escalate your case.

  

  Business Response

  Date: 06/02/2025

  Thank you for your feedback and for bringing this to our attention. We have escalated your issue to a billing team member to assist you. Please be on the lookout for a call or email. Thanks again. 
  
  

  Customer Answer

  Date: 06/07/2025

   
  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,
  
  *** Bradforc

• Initial Complaint

  Date:05/20/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been with village medical for a while, and have tried to file these complaints with them but they simply do not care. There is no way to just call your doctors office. All you can do is leave messages. Transfer to another department leave a message. They tell you someone will call you back and no one ever does, hence leaving this complaint, Village medical is only good for gaslighting and gatekeeping health care. I only stay because I love my doctor. I wish she would leave, so I could as well. As it stands I feel mistreated, undervalued and disposable to village medical. Currently waiting for calls from 4 people with no estimated timeline. This is a disgrace. You're probably effectively killing patients the way you won't let anyone speak to anyone.

  

  Business Response

  Date: 05/21/2025

  Thank you for your feedback and for bringing this to our attention. We have escalated your issue to a patient experience team member to assist you. Please be on the lookout for a call or email. Thanks again. 
  
  

• Initial Complaint

  Date:05/15/2025

  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 visited for a routine annual physical exam, which is fully covered by my insurance. Having learned from last year when I was billed extra for asking questions, I refrained from doing so. Despite my efforts, the doctor attempted to provoke questions from me, to which I responded that I was fine. He then persistently promoted Mounjaro and *******, which I refused. Two weeks later, I received a bill for $125, stating that the charges were outside the scope of the physical exam. Last year, I ended up paying the additional charges as I had engaged in his inquiries. This year, even though I avoided the questions, I was still billed. Exercise caution, as it appears they are committing fraud to inflate the invoice.

  

  Business Response

  Date: 05/20/2025

  Thank you for your feedback and for bringing this to our attention. We have escalated your issue to a billing team member to assist you. Please be on the lookout for a call or email. Thanks again. 
  

  Customer Answer

  Date: 05/21/2025

   
  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:05/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Village medical took over associates and family medicine where I saw my primary care physician. Everything went immediately downhill as soon as village medical stepped in. I was unable to contact my doctor without driving to the office. Everything they did was so subpar. ****, the facility has since shut down after my doctor left because of village medical. That doctor was the only reason I put up with village medical for as long as I did. I just don't understand how you can exist with no proficiency. The online portal was unnavigatable and never accomplished anything. There was no way to call my local facility without going through ***** first. Absolutely everything got harder until we all ran screaming away from village medical Most of the area calls it village idiots

  

  Business Response

  Date: 05/09/2025

  Thank you for sharing your feedback with us, Ms. ******* We appreciate you reaching out and we will be sharing your experience as a patient with our patient relations team. Thank you again. 

• Initial Complaint

  Date:04/30/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Village Medical is a wholly unorganized practice. They may have grown too large to handle their patients' care, I am not sure. I saw Dr. ** ******** on 02/05/2025 for several issues. I asked for referrals to be sent to a surgeon, a dermatologist (a renewed referral), and needed an x-ray. Dr. ******** said he would complete my referrals and requests. He did send the referral for the surgeon but didn't complete my derm referral or x-ray. He then quit Village Medical on 03/30/2025 and I was not informed that he left. I went to my annual derm appointment and was told I couldn't be seen as no updated referral was received. The derm office tried to call Village Medical and was told I hadn't been seen in over a year. I called Village Med and was told the same by their outsourced 3rd Party ************** No one there could find information from my February visit. I asked for a supervisor was transferred and she did locate the info but told me that I would need to be seen again for the referral since Dr. ******** was no longer with the practice. I explained that is not my issue and my insurance should not be charged for another visit due to provider leaving. My care should have been transferred to one of his colleagues to manage. I never received any notice that Dr. ******** left and this office has no communication between departments. I finally spoke to an MA at one of their locations and the provider agreed to sign and send the referral but my derm appointment was cancelled since it took over 45 minutes. I had to reschedule my appt. We live on a fixed income and driving to the appointment was a waste of gas and time off that I cannot afford. This is not the first time this has happened. Village Medical needs better communication between their offshore referrals department and their offices. It is negligent to not provide patients with proper care or continuity of care when a provider leaves. This office needs to improve their communication immediately.

  

  Business Response

  Date: 05/02/2025

  Thank you for your feedback and for bringing this to our attention. We have escalated your issue to a patient experience team member to assist you. Please be on the lookout for a call or email. Thanks again. 
  
  

• Initial Complaint

  Date:04/25/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Jan 14 2025, ******** ****** (1/9/1962) and ******* ****** we both took physical at Village Medical at *******************************************, Village Medical coded my Physical correctly but they miscoded ******* ****** 11/28/1954, I have been calling the office to get this rectified for months, BCBS and United Benefits agent have called the office and this was supposed to be fixed.I have copies from Dr ***** showing we both had physical the office miscode ******* visit and refused to change it to the correct coding my insurance is not giving us our HSA awards because Village medical miscode his physical and refused to change it even though they admit it was there error, my husband was suppose to have surgery he is unable to do so because Village Medical has messed up his physical and coded it a medical this is incorrect and no one is taking ownership and fixing Village Medial *********** with United Benefits on the line I called the office again and spoke to ******* told us she could see the error and she called me back and said Village Medical did make a coding error but refused to fix it she told my husband to take another physical, that was her resolution she refused to fix the coding even though they code it incorrectly.I am filing against with the medical board and consulting my attorney we will be suing Village medical for negligence. My insurance for the year is messed up because of your negligence it needs to be rectified today.I expect a call immediately, to get this rectified.Thanks ********

  

  Business Response

  Date: 04/28/2025

  Thank you for your feedback and for bringing this to our attention. We have escalated your issue to a patient relations team member to assist you. Please be on the lookout for a call or email. Thanks again. 
  
  

  Customer Answer

  Date: 05/06/2025

   
  Complaint: 23250458
  
  I am rejecting this response because:
  Hi I am not satisfied with this response.
   
  Please reach back to Village Medical.
   
  ******** ******
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 05/06/2025

  Thank you for your update. We have shared your response with the team. Please be on the lookout for a call or email with an update from Village Medical. Thank you. 

• Initial Complaint

  Date:04/16/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was seen at Village Medical 12/26/2024. At that time, I was under my husband's insurance - he was the subscriber. On 01/01/2025, I began to carry the insurance and was the subscriber. On 01/01/2025, my insurance information changed - Member ID and Group number.The claim for that date of service was billed to the wrong insurance - they billed the insurance that went into effect 01/01/2025. I was sent a message stating I owed a balance. I followed up with my insurance company and found that they had billed the incorrect insurance. I contacted Village Medical through their patient portal on March 17, 2025 and requested that they bill the correct insurance. VillageMD responded on March 19th letting me know they had billed the claim and it was denied due to inactive coverage - the advised I follow up with my insurance company. I immediately responded on March 19th and asked again that they bill the correct insurance. I provided the correct insurance information, which they already had on file as I have been a patient of VillageMD since 2022. The correct insurance information was provided on March 19th and 23rd. They responded on March 25th asking that I verify all other information remained the same.I confirmed on April 3rd that yes, all information was the same, and again I provided the insurance information. They contacted me again on April 4th asking what my husbands DOB was - Again, I have been a patient at VillageMD since 2022, seeing them on a regular basis. They have my insurance information, including an image of my insurance card on file. I confirmed my husbands DOB on the same day they asked - Then I received a message from them on April 7th indication the claim had been billed and it would take 3 business days to have an update.I called my insurance company today and they stated there is no pending claim on file with them. I called VillageMD only to find out that the claim was rebilled to the incorrect insurance again.

  

  Business Response

  Date: 04/17/2025

  Thank you for your feedback and for bringing this to our attention. We have escalated your issue to a billing team member to assist you. Please be on the lookout for a call or email. Thanks again. 
  
  

  Customer Answer

  Date: 04/18/2025

   
  Complaint: 23212618
  
  I am rejecting this response because:
  

  I have reached out to this business multiple times in an effort to resolve this issue, but unfortunately, I have not had any success. The lack of resolution is entirely due to shortcomings on their endwhether in communication, follow-through, or both. At this point, I will not consider the matter resolved or be satisfied until a clear and complete resolution is provided.
  
  Sincerely,
  

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

  

  Business Response

  Date: 04/21/2025

  Thank you for your feedback. We have requested a resolution update from our billing team on your complaint. 

  Customer Answer

  Date: 04/22/2025

   
  Complaint: 23212618
  
  I am rejecting this response because:
  
  I will not accept a response until the issue is resolved. So far, I haven't received any communication from VillageMD, other than generic messages. 
  
  ***** ***********

  

  Business Response

  Date: 04/25/2025

  Hi Ms. *********** - we have confirmed with our billing team that you spoke with our team member, ********. She verified with us that the correct member ID is now billed and is currently being processed with BCBS. Please reach back out to ******** if you have any further questions. Thank you. 

  Customer Answer

  Date: 04/28/2025

   
  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:04/04/2025

  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.

  To: ***** ******* Village Medical BillingThere were no topics discussed that were "outside the scope of the visit" and there were no "procedures performed" during my annual wellness visit on Feb 3, 2025. The only visit that took place in ******************* at Village Medical Feb 3, 2025, was my annual wellness visit.Hyperlipidemia (E785), Osteoporosis (M810), Seasonal Allergic Rhinitis and Prediabetes (J7303), are all long term pre existing conditions that have not changed, that I have not had any concerns about, that I have not had any complications with, or that I had any questions about as reviewed, during my annual wellness visit on Feb 3, 2025. I repeatedly stated during my wellness exam, as I always do, that I didn't want anything done that ******** would not pay for and Dr. ****** was and is very clear on that point, regarding what could and could not be done, during my annual wellness visit. So I am shocked and offended that he would betray my trust by billing me for unneeded, unrequested and unprovided charges of $141.26.I have already contacted and discussed the $141.26 charges by Village Medical, with ********* who stated that these charges were unsubstantiated and not allowable, which is why they denied payment of those charges. I will file formal charges for fraudulent billing, if Village Medical chooses not to resubmit a corrected bill to ********* which is coded correctly for the only service I received on Feb 3, 2025, which was for my annual wellness exam.I requested multiple times for documentation from Dr. ****** for each code he billed for E785, M810, J302 and R7303, which explains what was discussed on each of those pre existing conditions, that he claims was "out of the scope of the visit" or a " medical procedure. Village Medical has failed to provide me that documentation. This is ******** fraud and needs to be resubmitted, corrected and sent back to me with a $0 balance due, immediately! ******** paid what was dueEllen Nover3/25/2025

  

  Business Response

  Date: 04/07/2025

  Thank you for your feedback and for bringing this to our attention. We have escalated your issue to a billing team member to assist you. Please be on the lookout for a call or email. Thanks again. 
  

  Customer Answer

  Date: 04/07/2025

   
  Complaint: 23162088
  
  I am rejecting this response because:

  I have been told the same thing by Village Medical staff, Dr. ****** staff and the Village Medical billing ****** with no call back # left, to speak to any of them directly, as I have requested multiple times. I will not waste any more of my time calling a call center based in ************** where no one can or will assist me in resolving this matter.

  I need the documentation, by Dr. ******* which I have requested multiple times, emailed or mailed to me, which clearly explains the charges he billed me for, on each of the codes he billed me for. Those charges are ******** fraud and the only service I received on Feb 3, 2025, was my annual wellness visit, which ******** paid for in full. I owe Village Medical $0.00 and those $141.26 billing charges need to be deleted and resubmitted with a $0 balance due immediately.
  
  Sincerely,
  
  E Nover

  

  Business Response

  Date: 04/08/2025

  Thank you for the feedback. We have connected with our billing team who have confirmed the documentation supports what is being billed and the balance is the patient's responsibility. If you have any questions, please feel to reach out to our billing team again.

  Customer Answer

  Date: 04/09/2025

   
  Complaint: 23162088
  
  I am rejecting this response because:

  As I have requested and stated multiple times. Village Medical has been requested and is required to send me the DOCUMENTATION from Dr. ****** which explains WHAT he billed me for on each of the codes he billed me for, which he claims was "out of the scope of the visit" or a "medical procedure", that would allow for those $141.26 charges to be billed. Village Medical REFUSES and has FAILED to send me that documentation.

  NONE of the $141.26 charges will be considered for payment, until I receive Dr. ******** documentation which explains and validates those charges. That documentation is to be MAILED to me.

  Village Medical was paid in full for the annual wellness visit, which is the ONLY skilled service I received on Feb 3, 2025. I owe Village Medical $0, unless I receive written documentation from Dr. ******* which proves otherwise.

  In addition to this BBB complaint, that ~300 others have also filed billing complaints about Village Medical to, I have filed a formal complaint on Village Medical and Dr. ******* for ******** fraud with ******** and will file with the Attorney General as well. I will also contact local news channels and other media resources, to investigate Village Medical fraudulent billing complaints and will continue to pursue getting this story out to the public.

  
  
  Sincerely,
  
  E Nover

• Initial Complaint

  Date:04/03/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to see Dr. ****** ***** in *******************, ******** for my annual preventative physical on January 24th, 2025, and when I received my bill from Village Medical, the preventative physical was covered 100%, but I received an additional charge of $105.84. This apparently is because my doctor discussed changing my existing Hypertension medication ********** from 10mg to 20mg. The doctor recommended this after taking my blood pressure which was part of the physical. I contacted Village Medical, and they explained that because my doctor discussed Hypertension with me it isnt covered as part of a my annual physical?? Village medical stated that they would send a message to the doctors office, and I should expect to hear back within 3-5 business days. I did not get a response. I also sent several emails to my doctor about this billing issue using the Village Medical portal and never received a response. Today April 3, 2025, the Village Medical billing department called to inform me that they are going to send my overdue bill of $105.84 to a collections office in a couple of days. I asked to speak with a manager and was told the managers do not speak to customers. They told me I had no other options and must pay the ******** do I get this additional charge removed? Thank you, *** *******

  

  Business Response

  Date: 04/07/2025

  Thank you for your feedback and for bringing this to our attention. We have escalated your issue to a billing team member to assist you. Please be on the lookout for a call or email. Thanks again. 
  
  

  Customer Answer

  Date: 04/10/2025

   
  Complaint: 23158210
  
  I am rejecting this response because: I was contacted by the Village Medical and was forced to pay this bill.  There was no negotiation.  I am beyond angry.  This is terrible. 
  
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 04/10/2025

  Thank you for your feedback. We will share this update with our team.