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

  
• 

  Lincoln Primary Care

  2 Wake Robin Rd Ste 103 Lincoln, RI 02865

• 

  Ocean State UCC Warwick

  1131 Warwick Ave Warwick, RI 02888

• 

  Tru-Med Incorporated

  528 Newton St Fall River, MA 02721

• 

  Ocean State Athsma and Allergy

  63 Cedar Ave Unit 7 East Greenwich, RI 02818

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:08/30/2023

  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 started out August 7 trying to get an appointment with *************** who is my primary physician since March of 2023 as I moved from out of state. I am on disability LT and had to stop working 07/22 due to multiple disabilities affecting my health. I need forms for the *********** to do review at 1 year of benefits to confirm I am still unable to work. I finally was able to get appointment to see the Dr after multiple calls and messages to the medical team. I was refused by *************** to complete the forms. He said we dont do disability forms here I replied you are my primary physician, you are the designated provider who completes these forms as you have all my medical information in file. He refused saying I had to go see my specialty physician of which I have several to complete the form. I replied you are my primary care doctor and the forms just need to be completed that I have the same conditions and ongoing treatment. Each specialty Dr submits reports to you, they dont keep records of all my Drs appts and conditions. He responded we dont do that here. He left the room and a rude nasty lady named *************************** with challenging tone and demeanor came into the room saying we dont fill that paperwork here because he was not the Dr who put you on disability and he does not know you since last year. You only started here a few months ago and have had only a few appointments with him. I replied you have my medical records with my diagnoses and medications and treatments! She said I had to go back to my old Dr to have forms completed!! I told her that is impossible as they are no longer my primary provider. She escorted me out the door saying is there anything else?

  

  Business Response

  Date: 08/31/2023

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

• Initial Complaint

  Date:08/10/2023

  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 received a blood test back on 4/7/2023 that was coded incorrectly. This was a preventative blood test that rendered no diagnosis, but the primary code that was used was Z13.220 and the Secondary code was Z00.00. As a result, I received a blood test bill from East Side Clinical Lab.When I contacted my insurance company (Aetna) they said that this was likely a mistake and that I should contact VillageMD to have this rectified. I called VillageMD billing on 5/15/23 disputing the codes that were used. They told me that it would take 3 weeks to resolve.I didn't hear back from them, so I called back on 6/12/2023. They told me that I needed to email an Explanation of Benefits to *********************************** I did that the same day explaining the mixup in writing. They responded on 6/16/2023 that I would receive a response within 30 days. On 7/16/2023, I emailed them and asked for updates. They responded back saying that it was not yet resolved, but should be done by 7/28/2023. I emailed them on that day and got no response. I emailed them again on 8/1/23 and they told me that they would escalate my case. I got a voicemail two days later saying that they were still working on the case. As of this writing, the case is not yet resolved and they have failed to meet multiple deadlines that they themselves have said they would meet. I would like my balance of $20.54 to be forgiven. My account number is ************.

  

  Business Response

  Date: 08/11/2023

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

  Customer Answer

  Date: 08/11/2023

   
  Complaint: 20453803
  
  I am rejecting this response because: this is the same response that I have been getting previously. This response had no clear deadline, no expected resolution date, and no clear action steps about how they would go about rectifying the issue.
  
  Sincerely,
  
  ***********************************

  

  Business Response

  Date: 08/14/2023

  Thank you for the update, **************************. We have followed up with our billing team to reach out to you with an update. Thanks again.

  Customer Answer

  Date: 08/14/2023

   
  Complaint: 20453803
  
  I am rejecting this response because the issue has not yet been resolved. I spoke with East Side Clinical Lab who is sending me the bill and they said that they receive their billing codes from Village Medical and that I would need to contact them.
  
  Sincerely,
  
  ***********************************

  

  Business Response

  Date: 08/15/2023

  Hi **************************, 

  We do not bill for East Side Clinical Lab as they are a separate entity from ** with its own billing team. If you are still having a problem with a bill from ESCL and a different dx code is needed, they can call our office and see if there is dx code that *** be more appropriate. If you have any questions, please reach out to practice manager, *******, at ************. 

  Thank you.

  Customer Answer

  Date: 08/15/2023

   
  Complaint: 20453803
  
  I contacted East Side Clinical Lab and gave them ******'s phone number to resolve the dispute. I would like to hear how this is resolved.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:08/07/2023

  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.

  I was seen via telehealth on 9/26/2022 and 10/28/2022. To this day, almost a year later village medical has failed to bill my insurance correctly. Beginning in December of 2022, I received a bill for $412.08 for both appointments. I immediately called village medical to find out why the bill said my insurance wouldnt cover the visits when I had called my insurance company before each appointment and told the services would be covered. The village medical rep stated it was because they didnt have my group number even though I provided it multiple times. They told me this would take a month to process, a month later I receive calls and texts again stating I owe the full $412.08 and my insurance wont cover it. I call my insurance and see a claim has NEVER been filed with them for either of these services, so my insurance calls village medical to walk them through the billing. Since then, myself and my insurance company has called village medical 6 more times. Each time we walk them through how to bill my insurance correctly and that it must be filled electronically and not sent via mail. Every time village medical fails to file a claim correctly and bill my insurance. This year long issue has caused me so much anxiety and I should not have to pay for services my insurance covers due to village medicals inability to properly bill!

  

  Business Response

  Date: 08/08/2023

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

  Customer Answer

  Date: 08/14/2023

   
  Complaint: 20436806
  
  I am rejecting this response because:

  
  I never received a response call or email from the village medical as they indicated I would in their response. Im still receiving texts that I have a balance due and no claim has been filed with my insurance. Im disappointed in village medicals lack of response. This has been such a frustrating experience. Worst company ever. 
  

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

  

  Business Response

  Date: 08/14/2023

  Hello ************, 

  I confirmed with our billing team that your insurance package was entered into the system incorrectly and your insurance group # was missing. This has now been fixed and claims have been resubmitted. Thank you for your patience and understanding in this matter. 

  Customer Answer

  Date: 08/19/2023

   
  Complaint: 20436806
  
  I am rejecting this response because:
  
  I am now receiving messages yet again and my online portal now says I owe the $412.08 again and no claims have been made with my insurance. The company keeps claiming my insurance wont cover but they are incorrectly billing my insurance. In the last response the company stated they didnt have my group number which is false! Myself and my insurance has provided them my member ID and group number MULTIPLE times as well as they have pictures of my insurance cards! Also, they have my insurance info listed on my online portal. My insurance company and myself have called village medical multiple times over the last year to tell them that my claims need to be filed electronically and even walked this company through how to file correctly, yet they continue to perform incorrectly and continue to harass me to pay for services that are covered. I am fed up with having to call this company to have them do their jobs and them trying to make me pay for services that are covered through my insurance. At this point I have filed claims through BBB and my insurance on how Village Medical has been negligent in properly billing my insurance despite many calls from my insurance on how to do so. If I need to get legal involved then I will. I have confirmed with my insurance that these services and all the Village Medical providers I saw are covered and I should not have to pay for their lack of competence in billing my insurance correctly. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 08/21/2023

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

• Initial Complaint

  Date:08/07/2023

  Type:Sales and Advertising 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 have had a Telemed appointment scheduled for over a month now. I waited on the phone for over an hour and had to call in two separate times to see if there was a connection issue because ***** had even come into the waiting room. I waited almost an hour and 20 minutes before being told after I called for a second time that the provider was not even in office today. The problem is that I was not only billed for this and that I paid for this, my medical records show that my vitals were obtained and that my visit was complete, which is impossible considering I never once spoke to anybody on the healthcare team. I want to know why medical record falsification is being condoned at this establishment. Several times there have been discrepancies in my medical records where things have been recorded as being done but have not been done. I was supposed to get an ENT referral months ago and it was documented as complete but I never once received correspondence for it. I understand that things can get busy or something comes up, but seeing falsified statements on visit summaries and visits marked as complete when the provider was not even in office that is just absurd.

  

  Business Response

  Date: 08/08/2023

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

  Customer Answer

  Date: 08/08/2023

   
  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.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:08/03/2023

  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 whom it *** concern, I would like to lodge a formal complaint against the Summit Medical Group of *******. Specifically, the Village Medical Healthcare located at ********** *************************************************************. I went in on April 4th 2023 to get some bloodwork done. I was told a week later, when I called for the results, that they had lost my blood samples and would need to come back in and redo my bloodwork. I went in again on April 14th to have my blood samples redone. When I received my bill one month later, I noticed that they billed me twice in the amount of $88.74, once on August 4th and again on August `14th. Since then, I have called a dozen times trying to get this issue resolved. I am not going to pay an additional $88.74 dollars for the samples that THEY LOST. The nursing assistants at the Village Medical Healthcare in ********* are *************************, NP and ***************************, FNPC-C. they were both working under DR. ********************* at that time. Again, I keep calling and the **************** Representative keep tell me to call back in five days. This has been going on since the middle on May! I have a credit rating of over 800 points and I am now receiving bills stating that my account *** go to collections. I want the Summit Medical Group of *******, LLC to adjust my bill from the current amount of $439,90 minus the second charge of $88.74 which would equal to $351.16 so I can pay my **** bill and be done with this debacle!

  

  Business Response

  Date: 08/03/2023

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

• Initial Complaint

  Date:07/25/2023

  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 went to the facility in ******* ***** for an annual checkup on 5/10/2023. During the visit the doctor indicated that I need to lose weight and he asked me about that. I answered his question. Then when I get the bill there is an additional charge for $291.98. The insurance company didn't pay it, so I contacted Village Medical billing to find out what it is for. The clinic or doctor added a code for obesity consultation to my visit. I didn't make the visit to discuss this and I did not even ask a question nor bring up this in conversation. I was only responding to the doctor's question during my physical. I have contacted the billing department on 6/30 and disputed the charge. Today they tell me they have reviewed and I owe this. I do not believe I owe anything more.

  

  Business Response

  Date: 07/25/2023

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

  Customer Answer

  Date: 07/25/2023

   
  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.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:07/25/2023

  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.

  This office charged me for services I never authorized. This office was very disorganized and the treatment that they did issue was wrong and had to be corrected by another doctor.

  

  Business Response

  Date: 07/25/2023

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

  Customer Answer

  Date: 07/26/2023

   
  Complaint: 20371254
  
  I am rejecting this response because:
  the billing team called to not resolve the issue but try to make their claim to collect the falsified charges for services they claimed to have given me that I never received. I am not accepting their resolution. My request is to have these charges removed from my bill.

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

  

  Business Response

  Date: 07/27/2023

  Dear ************************, 

  We're pleased to hear our team member, **************, was able to get in touch with you. As discussed, you will need to talk with your insurance in order to make the appropriate corrections. Please reach back out to ************** if you have any questions. Thank you. 

  Customer Answer

  Date: 07/27/2023

   
  Complaint: 20371254
  
  I am rejecting this response because:
  They are refusing to resolve it.

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

  

  Business Response

  Date: 07/27/2023

  ************************, 

  Please reach back out to ************** for assistance. Thank you. 

  Customer Answer

  Date: 07/27/2023

   
  Complaint: 20371254
  
  I am rejecting this response because:
  They are not offering a resolution.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 07/28/2023

  Hello ************************, 

  We've asked ************** to reach back out to you to discuss your complaint. Thank you.

• Initial Complaint

  Date:07/24/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My yearly check up was 10 minutes and much of that was the doctor stating he was leaving the practice. We were billed for services that was covered by ********* The advertisement on TV is false, showing caring doctors who take there time with patients

  

  Business Response

  Date: 07/25/2023

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

• Initial Complaint

  Date:07/22/2023

  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.

  03-07-2022 Village medical in ******* ***** has been sending me bills attempting to collect $292.00 from me that I do not owe. I was on ******** at the time of this erroneous billing. I never even heard of this Doctor ******************** The point is that they are attempting to collect a "ILLEGAL DEBT". If, this bill ever existed in the 1st place, It is considered "Balance Billing" which is illegal in ***** and also by HHS rules concerning ******** bills. My ******** insurance company at the time was Wellcare, ***** Plus. They advised me that this is "Balance Billing" and it is illegal to collect Balance Billing amounts from ******** patients.I have communicated with Village Medical and Wellcare by certified letters and they have reduced the bill down to $15.00 telling me it is my "CO-PAY". I never had a "CO-PAY" at all with Village medical because primary care doctors have a ZERO co-pay. If this doctor had been a specialist, my co-pay would have been $35.00. In any event, Village is attempting to collect a fictious and illegal debt. They have been threatening to turn me over to collection agencies.No one listens to me---but if this complaint does not get their attention, I will endeavor to engage in benign activities that will cost them far more than the bogus/fraudulant money they are trying to coerce from me.

  

  Business Response

  Date: 07/25/2023

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

• Initial Complaint

  Date:07/12/2023

  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.

  I want to file a complaint against the staff at the City MD Long Island City. There is a staff member at this location who routinely provide inadequate services and also has violated Summit Health Code of Conduct. According to Summit Health Code of Conduct the staff are to "to conducting its business lawfully and ethically." It is unethical to lie about the availability of medical supplies that are intended to prevent or limit exposure to Covid-19. These supplies include mask, hand sanitizers, bandages etc. Employee ******************* routinely denies accessibility to these supplies to both patients and members of the community who are seeking these services. She arbitrarily makes up rules on the spot intending to prohibit the distribution of ********************* while also discrimately picking and choosing whom she decides to give it to. This is highly unethical and goes against Summit Health's standards of "working towards an organizational vision of building healthier, kinder communities." She has done this multiple times, more than once and should not be employed with CityMD. She needs to be investigated and reprimanded.

  

  Business Response

  Date: 07/12/2023

  Thank you for sharing your valuable feedback with us. We have escalated your complaint to our patient services team in hopes of a positive resolution. Please be on the lookout for a call or email from the Summit Health-CityMD team. Thanks again.