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

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  Ocean State PCC Westerly

  77 Franklin St Westerly, RI 02891

• 

  VillageMD

  1161 Route 50 Ste L Mays Landing, NJ 08330

• 

  VillageMD

  2354 US 9 South Howell, NJ 07731

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

• Initial Complaint

  Date:07/08/2023

  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.

  I went into the village medical center on 9/22/22 for a small rash that turned out to be poison ivy they thought, and had some creams and shot to fix it. I was told at the time the "accepted BCBS". Well now over 6 months later they keep billing me for $406 for this small visit. This would NEVER have cost $406 if I had come in and said I didn't have insurance. I spoke to them about it in the billing department and he told me to call BCBS and see what code they should resubmit the claim for. When I talked to BCBS they said there was no issue with the code but that Village medical is not in their network. So BCBS said they sent the bill back to Village medical for them to only collect my payment toward my deductible of $99.37 and that the rest they said was overcharging according to their "contract services". My insurance also said it appears as though Village MD didn't like the response from BCBS so they are ************ me directly for the full amount and said they see this sometimes with companies like this who want to get more money than they should get. I will NOT pay that to this greedy company. I have spoken multiple times to the billing department as well as people at the local clinic (*****) and everyone says they will take care of it, in fact the Clinic lady said I definitely was not charged correctly at all, and then I get another bill for the same $406. This better stop, this bill needs to be reduced to the amount that BCBS said I should be charged of the $99.37 as you will not get a dime more than that from me and you will get no more business from my family who has gone there a LOT, in fact you are my wife's new PCP which will change quickly. I have read a lot of other BBB complaints and there are a LOT that sound EXACTLY like the things I am dealing with. I want this fixed immediately and not told "someone will be told to reach out" I want it taken care of.

  

  Business Response

  Date: 07/10/2023

  Thank you for sharing your feedback with us. We have escalated your complaint to our billing team. Please be on the lookout for a call or email update on your case. Thanks again. 

• Initial Complaint

  Date:07/04/2023

  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.

  First of all, Village Medical is not user friendly. You can't just call the office you visited, you have to call a general customer service number, which is really frustrating. I went for my first visit on 6/28. I have no issues with the doctor but I had several labs drawn that day. They wanted me to do a telehealth call for a followup. I don't have a smartphone and telehealth calls aren't covered by my insurance. I called and explained this to customer service who transferred me to the office. I was told I would have to have an in-person visit to hear the results of my blood work, even though I don't drive and was just there a week ago. Every other doctor I have had previously has just called me to give me the results. I have no way to get back to the office. Village Medical is withholding the results of my own blood work.

  

  Business Response

  Date: 07/12/2023

  Thank you for reaching out. 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. Thanks again. 

  Customer Answer

  Date: 07/18/2023

   
  Complaint: 20273623
  
  I am rejecting this response because:
  
  Sincerely,
  I still have not received any response from the local office. I sent them a message asking someone to call to explain my test results and have not heard back.
  *************************

  

  Business Response

  Date: 07/19/2023

  Thank you for reaching out. We have shared your feedback with our team. Please be on the lookout for a call or email. Thanks again. 

  Customer Answer

  Date: 07/20/2023

   
  Complaint: 20273623
  
  I am rejecting this response because:
  this is the same generic answer I have been getting for weeks. No one has gotten in contact with me. If there was something wrong with my blood work I would have no way of knowing. This is very unprofessional.
  Sincerely,
  
  *************************

• Initial Complaint

  Date:06/30/2023

  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.

  Patient: *******. $500 charged for a check-up, which took 10 mins. No bloodwork. Nothing but a checkup. I asked for an itemized bill and when received it was all codes. There are 18 line items of charges and adjustments and each has a code. None of the charges make sense. I asked for a decoder on how to associate these codes with something meaningful and was told that is all they could give me. They obfuscate charges. They are intentionally cryptic. ******* ***** Z0001 03/24/2023 04/01/2023 CHARGE ***** $206.00

  

  Business Response

  Date: 06/30/2023

  Thank you for your feedback. We have escalated your complaint to our billing team in hopes of a quick and positive resolution. Please be on the lookout for a call or email. Thanks again. 

• Initial Complaint

  Date:06/29/2023

  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.

  The appointment took place on 3/30/2023 in the Village Medical office locate on ***************************************************************** with **************************************************. The office filled the claim twice with my ******** and Cigna supplement insurance. The bill was paid. They sent me a bill which I disputed. A representative from Village Medical billing department said I would have to contact *****. ***** offered to fax them proof that it had been paid but the billing department said they did not have a fax number. A representative from Cigna called but that was still not good enough. Village Medical is also in the habit of submitting the same claim more than once. From what I have seen, this practice is not uncommon. Neither is their dishonesty.

  

  Business Response

  Date: 06/30/2023

  Thank you for your feedback. We have escalated your complaint to our billing team in hopes of a positive resolution. Thanks again. 

• Initial Complaint

  Date:06/27/2023

  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.

  The practice of my doctor has joined Village Medical and since than overpayments are not being refunded. Total unrefunded amount is $****** and refers to two overcharged visits. My extensive correspondence with Village Medical Billing Team goes back to August 19, 2022 until May 9, 2023 On April 12, 2022 I paid for a visit ****** - after processing with insurance I had overpayment of ***** which I requested a refund of on August 19,2022 to original method of payment (credit card) or via check.I was told that since I had a FREE wellness check scheduled in December they can not refund the amount but it will be refunded immediately after my December wellness exam. In January I heard even more excuses alike insurance processing my wellness exam and tests while I could see that insurance paid all except $**** which was covered from my overpay On March 7th i had to go to my doctor, visit that was 100% covered by insurance but I was charged ***** thus now I had two overpayments *****(minus ****) and ***** total ******. i contacted VM in March and was eventually informed that my check was processed on March 11,2023.but never show up.I waited and contacted them again early May. I was told via phone there was some issue with processing my check for ****** but now for sure it will be in mail. It is today 312 days since I contacted them 1st time and 49 days since I was promised yet again that check is in mail, but the check has not arrived. To add to the insult my patient account says the amounts have been refunded. I want to get the refund of ****** back to my credit card as I do not trust this company to be able to process checks. attached are my EOB for both visits and *************** showing that amounts are refunded and not applied to any service though they never been refunded. Regards,*****************

  

  Business Response

  Date: 06/28/2023

  Thank you for reaching out. We have escalated your complaint to a billing team member. Please be on the lookout for a call or email from our team for an update. Thanks again. 

• Initial Complaint

  Date:06/24/2023

  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.

  Went to Village Med in January and it has been a nightmare since. Dr was rude, office staff was rude, and no one from this company got my insurance or my information right. I went to an initial visit to get my intro done, and after filling out my form, they lost all my info. After dealing with their customer support and office staff, they told me they didn't take my insurance. I checked with my insurance and they are indeed on our list. I called their support and assured me they took it also. The visit was horrible as the Dr ***** address any of my concerns and was only doing this for his benefit, not mine. Ran uneeded tests and all. In March, the nightmare continues with an 800 dollar bill, that I had my insurance fight them on and actually send them the bill. I thought it was finally over, nope... ****, I get a bill for 88 dollars, no copay, all because they now coded my visit from April differently, and now I am being billed for the "lab tests" that should have been part of my co-pay visit, that they messed up on since day 1. I am so beyond frustrated with this company and how they handle patients. It should be against the law with how they pratice, and how they charge customers. At this point, I believe they really do code items and visits differently on purpose, as others have stated and complained about, to get people to pay, on top of insurance payments. Sad and glad to see I am not the only one who was scammed. I regret calling, visiting, and now they want me to pay them, on top of what they already charged my insurance with their incorrect coding and billing.

  

  Business Response

  Date: 06/26/2023

  Thank you for your feedback, ******. We have escalated your review to a billing team member in hopes of a positive resolution. Please be on the lookout for a call or email from our team with updates. Thank you.

  Customer Answer

  Date: 06/27/2023

   
  Complaint: 20230859
  
  I am rejecting this response because: Received an email alright. Just the bill statement again. No change, no fix, no remorse. You guys have been s******* with my billing since January. This is ridiculous. 
  
  Sincerely,
  
  *********************-song

  

  Business Response

  Date: 06/28/2023

  Thank you, ******. Your complaint is with our billing team. They will be in touch with updates. Please look out for a phone call or email. Thank you. 

  Customer Answer

  Date: 07/06/2023

   
  Complaint: 20230859
  
  I am rejecting this response because:
  I reject this business' response. No one has reached out to me.
  Sincerely,
  
  *********************-song

  

  Business Response

  Date: 07/17/2023

  Thank you for the update, ******. We have asked a billing team member to reach out to you to discuss. Thanks again. 

  Customer Answer

  Date: 07/23/2023

   
  Complaint: 20230859
  
  I am rejecting this response because:

  They have still not fixed the billing issue, nor has anyone reached out to me. Fix the billing correctly and leave me alone. 
  
  Sincerely,
  
  *********************-song

  

  Business Response

  Date: 07/25/2023

  Thank you for the feedback. We have reached out to our billing team for an update on your complaint. 

  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. 
  I received a call this morning and we were able to go over the issue of this case and came to a resolution. 
  
  Thank you.
  
  Sincerely,
  
  *********************-song

• Initial Complaint

  Date:06/23/2023

  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.

  On 11/29/2022, I visited the Village Medical clinic on **** ***********************, ******, **, *****, and was seen by ********************************************************** for a routine COVID/flu test. The provider confirmed they were in network with my insurance, took my card and then received my standard office visit co-pay. The test came back positive, but because the staff appeared rude and incompetent, I left and took two additional tests ********** and CVS) that same day. I even made an appointment with my primary care provider do a test for COVID antibodies. All three of those tests came back NEGATIVE. The Village Medical doctor and staff did not administer the test properly and gave me a false, untrue diagnosis! To add insult to injury, they are not in my network as they falsely, intentionally claimed and they ended up sending me a bill for $273.85, which I never would have been charged had they been in network as they falsely claimed. I verified with BCBS that Village Medical only became in network with ********** on 3/13/2023. I am requesting the extra charges be removed. They received payment of $129.15 as an out of network provider, plus my $20 co-pay! I am filing this claim to warn others to never trust this unethical clinic and not trust what they knowing say is untruthful. They are inadequate in terms of service and lied about their affiliation with my provider. Remove the charge of $273.85 from account #************* immediately to avoid further escalation of this matter.

  

  Business Response

  Date: 06/26/2023

  Thank you for your feedback, ****. We have escalated your complaint to the billing team. Please lookout for a phone call or email. Thank you. 

  Customer Answer

  Date: 06/26/2023

   
  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:06/16/2023

  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.

  I had a physical conducted on 3/13/2023. I was charged a deductible that does not exist and they refuse to alter this. I have had numerous phone conversations with billing and they have informed me they can charge what they want so it does not matter. The issue is insurance fraud.

  

  Business Response

  Date: 06/21/2023

  Thank you for sharing your feedback with us. We have shared with our billing team. Please be on the lookout for a call or email. Thanks again. 

  Customer Answer

  Date: 06/29/2023

   
  Complaint: 20198726
  
  I am rejecting this response because:
  I received an email saying you had not received your response to confirm this complaint has been resolved therefore this complaint has been closed. 
  
  It has not been resolved. Why would you assume it had? The issue is in the hands of Village Medical. I cant do anything. They are committing insurance fraud.
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 07/07/2023

  Thanks for the update. Our billing team is looking into this in hopes of a positive resolution. 

• Initial Complaint

  Date:06/05/2023

  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.

  I had an ACA visit on 8/15/2022. Village Medical charged me an office copay, which is against the law based on ACA annual physical coverage. I've emailed them, called them, been on the phone with my insurance company as they call them in order to get this corrected. They say that they will resubmit the claim and they never do. They refuse to resubmit the claim to insurance even though they have said that they will.

  

  Business Response

  Date: 06/06/2023

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

  Customer Answer

  Date: 06/12/2023

   
  Complaint: 20144125
  
  I am rejecting this response because:  They have not called as they stated they would.  This is the same thing that they do when the insurance company is involved to tell them to resubmit the claim with the correct codes..  They say that they will reprocess the claim correctly and they never do.  They are lying about everything related to this claim.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 06/12/2023

  Thank you for the update, *****. We have reached out to the billing team to contact you with an update. Thanks again. 

  Customer Answer

  Date: 06/18/2023

   
  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:06/01/2023

  Type:Product 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.

  DOS 12/8/22, we paid $100.37 via portal. The credit card company denied the receipt b/c $53.82 of the total had no date nor explanation of service. Village MD researched the erroneous charge in May 2023 and rather than refund us, they applied it to an office visit on 4/10/23 which we had not even received a bill for. They didn't even let us know they did this. We ALWAYS pay our bills via the portal but they did not give us a choice! Now we can't get a corrected statement to submit to the credit card company, who is demanding that the entire total of $100.37 be paid back or they will cut ** off. Village MD then used our credit card on file to pay $36.55, the remaining portion of the office visit on 4/10/23, W/O OUR AUTHORIZATION! WE HAVE SINCE REMOVED STORED CREDIT CARD INFORMATION SO THEY WON'T CONTINUE THIS UNETHICAL PRACTICE. THEY NOW REFUSE TO PROVIDE A DETAILED PAYMENT RECEIPT FOR THOSE CHARGES SO THAT WE CAN SUBMIT IT TO THE CREDIT CARD COMPANY, INSTEAD REFERRING ** TO GET OUR MEDICAL RECORDS FROM A 3RD PARTY COMPANY. REFUND ** $90.37 IMMEDIATELY OR BETTER YET, PROVIDE THE DETAILED, CORRECTED RECEIPTS THAT WE HAVE SPENT HOURS BEGGING FOR! PLEASE - SOMEBODY HELP!

  

  Business Response

  Date: 06/01/2023

  Thank you for sharing your feedback with us. We have escalated your complaint to a billing team member. Please be on the lookout for a call or email. Thank you. 

  Customer Answer

  Date: 06/06/2023

   
  Complaint: 20128647
  
  I am rejecting this response because: Village MD still hasn't addressed/acknowledged their unauthorized use of our stored credit card information nor have they provided a receipt of payment for $36.55.  We are seeking a payment receipt of the unauthorized payment they made using our credit card.  It's interesting that there are receipts available to ** in the patient portal for invoices that we paid using our card via the portal, but they can't seem to produce a receipt for the payment they made using our card.      
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 06/08/2023

  Thank you for reaching out again, ******. We have shared this feedback with the billing team to provide an update with you. Please be on the lookout for a phone call or email. Thanks again.

  Customer Answer

  Date: 06/10/2023

   
  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, but only after numerous calls, emails, and ultimately filing a complaint with the BBB was there any true effort to resolve the matter.  We still contend that our saving a credit card number in our portal profile is not - I repeat not - authorization for them to auto pay invoices.

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