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

  
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  Ocean State Primary Care Coventry

  982 Tiogue Ave Coventry, RI 02816

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  East Side Urgent Care

  1195 N Main St Providence, RI 02904

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  Ocean State UCC Warwick

  1131 Warwick Ave Warwick, RI 02888

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  Ocean State UCC Cumberland

  2140 Mendon Rd Cumberland, RI 02864

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:05/25/2023

  Type:Customer Service 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 saw a medical provider at Village Medical on ******************** in January 2023. This visit was an annual physical which is fully covered by my medical insurance. I did not pay a copay. I received a bill for this same visit 2 months later in the amount of $35. When I questioned why I received this bill since the visit was coded/covered as an annual physical, I was told that "information was discussed that is considered out of scope for an annual physical", however, after multiple requests, no one will tell me what was specifically discussed that is considered out of scope. I have asked repeatedly for this information and only continue to receive bills. This exact same scenario happened in January 2022 for my annual physical as well. I spent less than 15 minutes with the provider during both of these visits and only discussed my general *************** medications, and medication changes. Village Medical is creating additional billing which is unfounded and unsubstantiated, however, they are unwilling to share the details of these bills.

  

  Business Response

  Date: 05/30/2023

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

  Customer Answer

  Date: 06/07/2023

   
  Complaint: 20104916
  
  I am rejecting this response because:

   

   

   

  Good Morning,

  
  

  I received notification that my complaint (55272340-2FDCA) was closed, however, I have not heard from nor received any additional communication from the business. Their response to you indicated that this request was being escalated and a member of the billing team would reach out to me, however, that has not happened.

  
  

  I did pay the $35 charge in question last week due to it being sent to collections, however, I do not think I should have to pay this amount since the business was never able to provide me with documentation and/or justification as to why they were charging me this.

  
  

  Thank you,

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

  
  

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

  

  Business Response

  Date: 06/08/2023

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

  Customer Answer

  Date: 06/09/2023

   
  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 finally contacted me and provided me with a refund of the $35 bill.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:05/23/2023

  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 went to VM a few times after confirming that they accept my insurance. I have ******** since 2012. I also have a 2nd insurance. These people assured me that they accept ********. Having issues like this before I always confirm that my insurance is accepted prior to accepting any services. After a few visits Im getting a bill of 900+ dollars. I was told my insurance was accepted,the ***************************************** is in Network,her name is on my insurance card as the primary Dr. ** on SSDI I cannot afford to pay anyone ****** they also are doing the same thing to my wife. She will be filling a complaint as well. I also spoke to several reps,I am disputing this bill in its entirety. They seem to be doing this to a lot of people as a patient there was telling me a similar story the last time I was there.

  

  Business Response

  Date: 05/24/2023

  Thank you for reaching out, ******************. We have escalated your complaint to our billing team in hopes of a quick and positive resolution. Thanks again. 

  Customer Answer

  Date: 05/24/2023

   
  Complaint: 20097374
  
  I am rejecting this response because:
  The business has been reviewing this for some time. I spoke to several representatives to no avail,they say give us ***** days (which I did) but they resolved nothing in fact they already sent 2 of those bills to collections even after I wrote and called tell them I was disputing the bill in its entirety.
  They should have never told me they accepted my insurance and after the fact charge me? Thats pretty deceptive. I can not and will not pay this bill, its their responsibility to acquire payment after they said that my insurance was accepted. Sincerely,
  
  ***********************

  

  Business Response

  Date: 05/25/2023

  Thank you for the updated information. We have shared with the billing team who will be in communication with you. Thanks again.

• Initial Complaint

  Date:05/22/2023

  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.

  Dr/Village Medical is refusing to correct coding error SPECIFICALLY the word UNSPECIFIED on a lab claim for lab work they performed and sent to LABCORP. I had a 1 time primary care appointment on 3/8/23. I received a large bill from Village Medical for the office visit and a large bill from Labcorp for the lab work. I called my insurance provider ********** Blue Shield PPO and was informed by my insurance that the doctor needs to fix the unspecified on the claim so that they can cover the visit and lab work. After calling Village Medicals billing MULTIPLE times (even on a conference call with my insurance on the line and my insurance informing them of their error and what need to be done to fix it) and emailing billing MULTIPLE times, There has still NOT been a resolution to this PROBLEM. For some reason, the doctor fixed the coding error for the office visit so my insurance paid village medical for that, but NOT the lab work for the appointment? How does that make any sense?? Im starting to think that this is an unethical retaliation stunt.

  

  Business Response

  Date: 05/22/2023

  Thank you for reaching out and bringing this to our attention. We have escalated your complaint to our billing team in hopes of a quick and positive resolution. Thanks again. 

  Customer Answer

  Date: 05/23/2023

   
  Complaint: 20090200
  
  I am rejecting this response because: 

  I need action. I have been told by your billing department for 2 months that they are reviewing this issue and I have yet to have ANY sort of resolution and the bill is still lingering over my head. My insurance is waiting for YOUR company to fix the error so that they can pay it. 
  
  Sincerely,
  
  ********************

  

  Business Response

  Date: 05/24/2023

  Hi there -

   

  We have requested and update from our team and expect we'll have an update for your soon. Thanks again. 

• Initial Complaint

  Date:05/22/2023

  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.

  We received a billing statement for medical services. It indicated we owed payment for the differential charges that were not paid for by ********* The billing statement erroneously indicated we had no secondary insurer. We are enrolled in Tricare for Life, whereby Tricare serves as the secondary insurer behind ********* We've never had problems before regarding our Tricare for Life with the physicians' group (Bandera Family Medical Group) that Village Medical apparently recently bought out or now include under their moniker. We called Village Medical to inform them that we do have secondary insurance under Tricare for Life, and that somehow their records (when they took over the medical clinic) deleted this information. They rudely told ** that we were wrong and that we needed to work things out with Tricare (????). We had to hang up and will have to personally visit the medical clinic staff to try to work this out since Village Medical was nonresponsible/unhelpful over the phone. Village Medical had an earlier faux pas with the medical group's patients by sending erroneous payment/billing information, which the medical group had to correct. Village Medical group needs to get its act (especially in the billing department) cleaned up before they cause irreparable financial harm to patients.

  

  Business Response

  Date: 05/22/2023

  Thank you for reaching, ************. We have escalated your complaint to our billing team. Please be on the lookout for an email or phone call from our team to provide you with an update. Thanks again. 

  Customer Answer

  Date: 05/22/2023

   
  Complaint: 20088745
  
  I am rejecting this response because:  I have not received assurance from Village Medical that the billing they sent me is erroneous and will be corrected.  I received an email from Village Medical billing asking for an address for Tricare (a major DoD health care program, fyi) to which they can send claims.  I provided that info, along with my DoD benefits number (which the medical clinic, Bandera Family Medical, already had on file, to include how to process claims with Tricare for Life office).  Now, I'll see how long it will take Village Medical to straighten out the billing error and update my health care profile in their records.  I am amazed that a major health care organization, such as Village Medical, does not know how to process reimbursement claims with one of the largest DoD health care programs in *******, especially when the medical clinic they bought/acquired already knew how to process such claims and had my DoD benefits number, etc.  I'm now concerned that this "teething pain" shown by Village Medical may become symptomatic of a chaotic billing problem with them in the future, not for just me but also for all other DoD retiree/retiree family member patients (65 and older) in their system..
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 05/23/2023

  Hi ************, 

  Our billing team member, *******, informed us that your insurance was added, a claim was filed, and an itemized statement was emailed to you showing nothing is due.

  Please reach out to ******* if you have any more question or concerns and she'll be happy to assist you.

  Customer Answer

  Date: 05/23/2023

   
  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.  ************************* was very professional and courteous, and completely resolved my concerns.  I thank ******* and also the folks at Bandera Family Medical for resolving the issue.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:05/16/2023

  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.

  An annual welness visit was performed on 3/31/23. This was coded as a welness visit and an additional visit on the same date and same time of my welness visit. This was recoded correctly but the bloodwork order that was sent to ******** for my annual wellness visit was not. The ****** Manager ******, REFUSES to contact ***** (my insurance company) and resubmit the correct code for yearly welness bloodwork with ********. She was also not helpful and rude to the members of ***** who were calling on my behalf and would not work with them either. I have been to the ****** 5 times with no results. Since then, my phone number has been blocked by village medical and my patient portal access has been terminated. This also happened last year and the person from billing that handled my complaint last year stated that I should reach out to her if this happens again. She has also blocked my number after numerous attempts to rach her. They also had me marked down as a 50 year old female last year and never corrected it as well as this year. I had to get ***** involved to force a correction. As of right now I have a bill for annual bloodwork that should be covered 100% if it is coded correctly. I should not have to go through this just to get an annual welness visit. Village medical escalation department (*******************************) reached out to me a month ago stating he was working on my case via email and has not responded since. He will not reply to my emails or phone messages when I was able to call the billing department. Since then, ***** is looking into insurance fraud and a quality of cervice complaint as well. This Dr's ****** zeroes out patients bills and never updates the EOB's for the insurance companies and keeps the money.

  

  Business Response

  Date: 05/18/2023

  Dear Mr. ************************ the assistance of Cigna, we have confirmed that your balance with LabCorp is correct. You do not have a balance with Village Medical, and because of this, we are not able to offer you a billing adjustment. Please reach out to Cigna to discuss your remaining balance. 

  Thank you.

  Customer Answer

  Date: 05/18/2023

   
  Complaint: 20065782
  
  I am rejecting this response because: cigna is still investigating and I have a ticket number. Just spoke with them today. You can not code this as a condition/diagnoses AFTER thre blood work is requested. The coding should read PREVENTITIVE BEFORE the results. There is also insurance fraud that cigna and the state of AZ department of health and services that are being investigated. So if my bloodwork comes back normal are you just going to MAKE UP a diagnosis?
  
  Sincerely,
  
  ***************

• Initial Complaint

  Date:05/15/2023

  Type:Order 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 did a wellness plan check up for end of 2022 and my insurance company ***** indicated this is free for annual check up but the Villages Medical was files wrong claims that the *************** never got the claim .Now Village medical billing me for their mistake for $360.Which ***** should cover the annual check up.They keep on bothering me for the mistakes they made.***** trying to contact them but no response at all.Please help.

  

  Business Response

  Date: 05/15/2023

  We value your feedback and have escalated your complaint to our billing team in hopes of a quick and positive resolution. Thank you for sharing your experience with us. 

  Customer Answer

  Date: 05/23/2023

   
  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. Thank you so much.the issue has been solved and they admitted their errors.
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:05/15/2023

  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.

  On Monday May 8 2023 I requested a refill of one of my medication's I had not received it so on Wednesday May 11 2023 I ran out of medication soI inquired about the refill via their app And was told it had been sent to my pharmacy it had not on Thursday I called their 800 number and spoke with a young lady who explained it had been written and was just needing to be sent on Friday I went to the office to ask them what was going on and was told that it had been sent it had not I explained that I was out of medication and if I were to go a week without my medication it could be harmful to me. On Monday May 15 2023 I once inquired about my medication and was told I would have to see the doctor first before they could refill my medication at this point I am leaving the practice and praying that nothing happens before I find a new doctor.

  

  Business Response

  Date: 05/15/2023

  We value your feedback and appreciate you bringing this to our attention. We have escalated your issue to our patient experience team in hopes for a quick resolution. Thank you for sharing your experience with **. 

  Customer Answer

  Date: 05/16/2023

   
  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:05/12/2023

  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.

  I have been a patient of Village Medical on 9/30/2022 and I was charged two separate bills of $31.43 and $45.84 prehand (before even seeing any doctors).One of these bills belong to a doctor that I have not seen (*****************************). The diagnosis in my insurance bill says evaluation of wheezing for this bill. In reality, I didnt have any wheezing on that day and the doctor ************* that I saw on that day even mentioned my lungs sounded good. I have contacted Village Medical multiple times for this to be corrected and each time they kept me on the line for long times and months of their internal investigation Village Medical came back concluding that they have the right to bill me. Im not sure how they can charge me for a problem even without seeing me. This sounds like an agressive billing practice to me.My complaint is Village Medical is charging me for a diagnosis from a doctor that I never saw and Village Medical charges me before even seeing me. Can you please investigate them?My email is: ******************* My phone number is: ************ Insurance claim bill for ***************************** is attached.Regards,Ebru Gurer

  

  Business Response

  Date: 05/12/2023

  Thank you for bringing this to our attention, **************. We have shared your feedback with our billing team in hopes of a positive resolution. Thank you again for reaching out to us. 

• Initial Complaint

  Date:05/11/2023

  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.

  An annual welness visit was performed on 3/31/23. This was coded as a welness visit and an additional visit on the same date and same time of my welness visit. This was recoded correctly but the bloodwork order that was sent to ******** for my annual wellness visit was not. The ****** Manager ******, REFUSES to contact ***** (my insurance company) and resubmit the correct code for yearly welness bloodwork with ********. She was also not helpful and rude to the members of ***** who were calling on my behalf and would not work with them either. I have been to the ****** 5 times with no results. Since then, my phone number has been blocked by village medical and my patient portal access has been terminated. This also happened last year and the person from billing that handled my complaint last year stated that I should reach out to her if this happens again. She has also blocked my number after numerous attempts to rach her. They also had me marked down as a 50 year old female last year and never corrected it as well as this year. I had to get ***** involved to force a correction. As of right now I have a bill for annual bloodwork that should be covered 100% if it is coded correctly. I should not have to go through this just to get an annual welness visit. Village medical escalation department (*******************************) reached out to me a month ago stating he was working on my case via email and has not responded since. He will not reply to my emails or phone messages when I was able to call the billing department. Since then, ***** is looking into insurance fraud and a quality of cervice complaint as well. This Dr's ****** zeroes out patients bills and never updates the EOB's for the insurance companies and keeps the money.

  

  Business Response

  Date: 05/12/2023

  Thank you for reaching out, Mr. ******* We have escalated your complaint to the appropriate team members and are hopeful for a positive resolution. Thank you again for sharing your valuable feedback with **. 

  Customer Answer

  Date: 05/12/2023

   
  Complaint: 20049604
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************

• Initial Complaint

  Date:05/11/2023

  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.

  On January 3rd I made an appointment to have a wellness check and pap smear. On the second attempt *********************** nurse practitioner finally got enough cells to submit the sample. Her initial try did not yield enough so she lubricated her instrument well and plunged. A week later or more when I heard nothing from Village medical in ************* (********, **) I went to my portal where I saw the pap was inconclusive, too much lubricant was used. After numerous hours on the phone I finally got the practice manager to offer me a repeat at no charge. I got another appointment on January 26th. They asked for no copay and didn't submit it to my insurance as promised. What they DID do was submit the 2nd lab bill to LabCorp when they should have paid that as well per *************************, practice manager. My insurance company will not pay for a second one, nor should they.I am now receiving past due notices for $144.00. ****** NO longer works there and after hours on the phone again, was told my valid complaint would be turned over to *******************************, who now oversees 12 or more offices.I also reached out to the person who sold me this health plan.I never received an apology, I wanted my initial $35.00 co pay for all my pain and hours on the phone. How to restore a poor credit rating I don't know...It is pure malpractice for them to have never disclosed my pap was unusable... especially that it was due to their mistakes and ineptness.The repeat of the pap was done unlubricated and quite painful. She also needed to do this one twice. Her apology, " I'm sorry we have do do this again" was lacking I want them to immediately pay the second lab, refund by copay and my time, trouble and physical pain I suppose are without value in the open market.

  

  Business Response

  Date: 05/11/2023

  Thank you for reaching out. We have escalated your issue to our billing team in hopes of a quick resolution. Thanks again. 

  Customer Answer

  Date: 05/12/2023

   
  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,
  
  ***********************

  Customer Answer

  Date: 05/15/2023

   
  Complaint: 20045994
  
  I am rejecting this response because:
  

  I accidentally closed this. I do reject the response.  I need a resolution quickly I will be sent to collections. 

  Thank you.

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

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

  

  Business Response

  Date: 05/15/2023

  Hi ****************, 

   

  Our billing team has reached out to both you and the practice manager to correct the billing issue. Thanks for sharing your experience with us. We value your feedback!