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 UCC Warwick

  1131 Warwick Ave Warwick, RI 02888

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  Ocean State PCC Westerly

  77 Franklin St Westerly, RI 02891

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  Tru-Med Incorporated

  528 Newton St Fall River, MA 02721

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  VillageMD

  634 Shore Rd Somers Point, NJ 08244

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:10/11/2022

  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.

  The Village Medical group is trying to bill me twice for the services we had done 8-25-2022 for my daughter school physical. They do not take the insurance we have so I had to paid up front ***** for the physical before they seen my kids. I also had to get my son a physical at the same time and paid ***** for his school physical. They are trying to charge me for something they did not even see him for. I have received texted saying I owe them money and it is on the payment history I paid for what they seen my kids for. They do have a bill under my son that need to be removed are I will seek an attorney against them for false documentations on a medical record. I did call and talked to somebody, and he seen everything I was talking about and said it would be taking care of in 5 to 7 business day. That was over 3 or 4 weeks ago. I have spent hour on the phone trying to get this taking care of and I'm not sure what else I can do. The business can call me to resolve the issue ************

  

  Business Response

  Date: 10/13/2022

  Hi *** - thank you for reaching out. We have escalated your complaint to our billing department on 10/13/2022 at 3:57pm **, in hopes of a positive resolution. Thank you. 

  Customer Answer

  Date: 10/13/2022

   
  Complaint: 18198105
  
  I am rejecting this response because: Village Medical has filed a fraudulent claim which is believed to be fraudulent reporting to increase their quality metric reporting to payors. Our son NEVER received, nor did we agree to pay for a behavioral assessment.  They only performed a sports physical which we paid cash at the time of service.  This is fraudulent billing.  We have made multiple contacts with this company, and originally, they would not discuss the account with us stating there is not an authorization to speak to us even though he is an 11-year-old minor.  We were with the child during the whole visit and these services WERE NOT PERFORMED!  They are texting and stating that we owe a balance even after we have made multiple calls stating they made a billing error. We also paid cash for our daughters sports physical at the same time and day.  They reflect we have a $39 balance even though we have the receipt and contacted them in regard to it. A misdiagnosis especially for behavioral can have a negative impact for any patient especially a child that has never had behavioral issues nor have we as parent EVER HAD CONCERNS.  We have spent hours attempting to resolve their error with NO resolution or efforts from the company to correct their fraudulent billing. The only resolution that is acceptable will be them to remove the fraudulent billing and send us copy of the medical record to prove they have made a revision/correction to his record to state they did not perform these services and it was an error on their side. No other resolution is acceptable and if not resolved we will file a report to whatever payor or government entity we need to, so that not only our situation can be investigated but confirm no other patients are being victims of their fraudulent billing practices. The balance is minimal, but the diagnosis and process could have a negative impact not only on our son but other patients that are treated at any of their facilities. 
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 11/04/2022

  Hi **************** -

   

  Our team will be in contact with a resolution we hope you'll find satisfactory. Thank you. 

• Initial Complaint

  Date:10/09/2022

  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 walked in the this clinic to make health check appointment. I prorovided my insurance card the representive was told me they are in net work and it shold be cover with my insurance. She made copy of my insurance card and make an appointment easy. About year later I have recieved the bill of $454.25 because they are not my insurance net work. I checked many times when I made an appointment. She made it clear that it was in the network.When I received the bill and contacted them, they said it was my responsibility to pay. Aren't they responsible for me being lied to? Please investigate and advise them to be more cautious so that not only me but others will be lied to in the same way. Also, I was charged $315 for the health check. This is clearly a high amount. The nurse who took my blood panicked because she was new and couldn't take the blood. She left me alone in the room with the needle stuck on my arm, I scared. I complained to doctor about this and she said that sorry. The doctor said that she was new and came from dialysis office. NOT PRIFESSIONAL!

  

  Business Response

  Date: 10/12/2022

  Thank you for your feedback. We have escalated your complaint to our Billing team on 10/12/2022 at 7:26AM CT in hopes of a positive resolution. Thank you!

• Initial Complaint

  Date:09/28/2022

  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.

  More than 4 months ago (5/20/22) I went to this facility (i.e. ** - Village Medical located at ************************************************************************ *****) for an Annual Checkup. Before I went there, I contacted United Healthcare my Insurance Provider and asked what to say so I would not be charged. They said, tell them you need only ***************** bloodwork and I did. Yesterday, they sent me a bill for $36.17 asking me to pay. When I contacted them, they said that is because of a Diagnostic code that apparently their doctor provided for high cholesterol. During my visit more than 4 months ago, I clearly mentioned that I have a high deductible plan and only want ************ care. I knew my cholesterol was a little high. I have been taking medication for that for the past few years and were told in the past that it was Genetic. I did not ask for any guidance on how to lower my cholesterol whatsoever. I told them I just need a bloodwork to monitor my numbers. During my call to them yesterday, I asked what that charge was for and they said they cannot share that information with me over the phone. This is 100% fraud to me. The amount is nothing to me but if they do the same to others, it will add up to hundreds of thousands of dollars if not millions. They even lost my urine during my checkup and said come back we take another one. I am paying with my company share around $500/month and not even covered for one-time annual checkup. Why should I pay for something that I didn't ask for. This is an insult to my intelligence. I don't believe what they did is legal.

  

  Business Response

  Date: 09/29/2022

  Hi there and thank you for your feedback. We have escalated your review to our billing team on 9/29/2022 at 9:19AM CT in hopes for a positive resolution. Thanks again.

  Customer Answer

  Date: 09/30/2022

   
  Dear Better Business Bureau:
  
  The business contacted me yesterday directly by phone and refunded my money. I can't thank you enough (i.e. BBB) for helping me resolve the issue. Even though, I still believe that the business conduct was unlawful and the disputed amount they charged me was unjust/fraudulent, I find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:09/27/2022

  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 made an appointment for Annual Physical in February with Village Medical. On the day of appointment, I reached the clinic and was informed that the doctor was out that day and was referred to another location. I went to that location and saw the doctor/NP. Afterwards, I received a bill for $100.67 when my insurance covers annual physical. This ensued the many phone calls and driving to Village Medical clinic to figure out why I am being charged for Annual Physical. After dragging on for 5-6 months, I was told that it is the new patient visit charge. I was never told of the 'new patient' charge when I made the appointment for Annual Physical. I have gone to several clinics and practitioners and such fees are told upfront by the front desk so that the patient is coming in informed. What Village Medical has done is unethical and dereliction of duty.

  

  Business Response

  Date: 09/28/2022

  Hi ***** - thank you for your feedback. We have escalated your issue to our Billing team on Sep. 28. 2022 @ 4:32pm CT in hopes for a positive resolution. Thank you. 

  Customer Answer

  Date: 10/04/2022

   
  Complaint: 18135641
  
  I am rejecting this response because: I was contacted by Village Medical and was told that they are correcting the billing. It was also mentioned that it is already done electronically the very same day and my insurance has the corrected info to process. However, I haven't seen any indications of this happened on my insurance claims page. It has been 6 days. 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 10/29/2022

  Thank you for your feedback, *****. Our team members, ******************* and ***************************, have both reached out to you and left their numbers for you to return their calls to discuss your remaining balance. Please call back so we can resolve your issue. Thank you.

  Customer Answer

  Date: 11/02/2022

   
  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. However, I haven't had any calls from anyone nor have I received a voice mail asking to be called back. I went ahead and paid the remaining $68.54 on Village Medical website. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:09/20/2022

  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.

  Date of transaction: 07/27/22 Amount: 273 (Physical), $285 (Labs)Business committed to provide a annual physical and lab work accompanying such. Dispute:1. Upon arrival and prior to any services being rendered I verbally requested it be verified that my insurance would be covering the physical in its entirety to which I was informed by the business it would be fully covered after they ran my health insurance. My first dispute of note is for the amount of $124.41 (statement 2352260A13711) arriving on 8/19/22 for my annual physical After both the receptionists who pulled my insurance and my medical practitioner verified my inquiry that the checkup would be fully covered. This is a violation of my consumer protection rights as I did not agree to any out-of-pocket amount, had I had known the amount in full was not to be covered I would have made a conscious decision as to receive services and price shop. 2. My second complaint is for my lab work. Prior to blood being drawn I asked my medical practitioner if blood work labs would cost extra as I informed them I have gotten labwork done myself without the inclusion of an office visit and know how to negotiate rates/shop around. They informed me it was included and wouldn't be out of pocket. On 8/13/22 I received a bill from Lapcorp for $81.43 invoice# ********. Again this was undisclosed prior to services provided and my inquiry.Resolution - I would like the medical center to work with my insurance to be paid out to the extent my health insurance will cover, and no further balance rendered to me. Likewise, I require the medical center to work with my insurance to resolve lab bills or cover them out of pocket due to deceptive practices by means of not ensuring accurate coverage details before rendering services. Side note: I reached out to village medical and after their request for documents, they stopped responding, including to my subsequent messages.

  

  Business Response

  Date: 09/27/2022

  Hi there and thank you for reaching out. We have escalated your complaint to our billing team on 9/27/2022 @ 10:29AM CT and are hopeful for a positive resolution to your issue. Thank you. 

  Customer Answer

  Date: 10/03/2022

   
  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:09/07/2022

  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 Village Medical on 03/23/2022 for my annual Wellness visit. I the received an additional bill on 04/16/2022 for $60.56. I then received another bill on 05/21/2022 for $93.58 that included the original $60.56.I then logged into my United Healthcare account and accessed my Optum ***. I had a large number of bills in 2021 and I found out that it was easiest to pay them through the United Healthcare website using my *** funds. I submitted the $93.58 for *** payment on 05/25/2022. I thought that was the end of it.On 06/25/2022 I received another bill for the original $60.56. I sent a message to Village Medical with the details of the *** payment on 07/04/2022. They seemed to ignore it and asked to be paid by Credit Card.We went back and forth on this for about a month until I finally learned that they had sent the bill to TSI collections. I sent a physical copy of the e-mail I had received from Optum confirming the payment to TSI but they seem to be ignoring that as well. I have tried to contact Village Medical on the phone but after being on hold for over an hour and not getting a call back I have given up.Any help with this would be appreciated.Thank You,***********************

  

  Business Response

  Date: 09/20/2022

  Hi *****,

  Thank you for bringing your issue to our attention. We have escalated your review to our billing team on September 20, 2022 at 8:30 am PT in hope for a positive resolution to your issue. Thanks again. 

  Customer Answer

  Date: 09/21/2022

   
  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:08/21/2022

  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 went in for a visit on 11/23/21 and it went fine. $35 co pay, normal appointment. I went in again with covid symptoms on 12/20/21 and got a negative covid test, $35 co pay. I had a virtual visit on 12/28/21 to discuss my covid symptoms. This is where 'surprise bill' comes from. I was charged $292 for outpatient services which did not come to my attention until 04/12/22, almost four months after. I was charged $67 for influeza A Assay w/optic, which was also given to me 04/12/22. I was charged $67 for influenza Assay w/o optic, also given to me on 04/12/22. I was billed $31 for a covid test, also given to me on 04/12/22, amounting to $457. No one told me my virtual visit was not covered by my insurance. VillageMD stated that their location on 19th. Ave was out of my network, which is why it was charged as outpatient services, yet on 11/28, it was billed normally to my insurance. If they really changed their service limits within that month, they should have let me know. I am a teacher and it is very hard to swing a $292 bill that is wrongfully billed to me. I sent a secured message on 07/25/22 and on 08/01/22, *************************** said they would be taking a look at it and to allow 30 business days for them to find a resolution. On 08/10/22, Village Medical sent my bill to collections. So right there is a literal lie. ******* told me to allow 30 business days for resolution on 08/01/22, yet Village Medical on ********. and *********** sent my bill to collections 10 days later. Whether or not it is a giant misunderstanding, the office on ********* and *********** should have told me that they were no longer in my network, because as of 11/23/21 they were in my network. This office also should have checked the notes of me and ******* telling me this process could take 30 business days on 08/01/22.

  

  Business Response

  Date: 08/22/2022

  Hi *****,

   

  Thank you for bringing your issue to our attention. We have escalated your review to our billing team on 8/22/2022 at 9:12am CT in hope for a positive resolution to your issue. Thanks again.

  Customer Answer

  Date: 08/25/2022

   
  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. They removed the bill from my account and retracted it from collections according to ******** from Village Medical. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/10/2022

  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 was seen by Village Medical at a ******* location on 4/23/22. I have 3 issues, and their message portal is not allowing me to communicate with them. There's been zero response.1) I told them NOT to use the address on my ID, and gave them my PO Box. I made it very clear that I no longer live at the address on my ID. Upon receiving an alert from Cigna that I should have a **** due by Village Medical, I logged into their website and realized they entered the address from my ID. I want the ******************* address scrubbed from their system. They must use *********************************************. 2) Due to the first issue, they are sending my medical information to an address I don't live at anymore. I no longer trust them with my information. For this reason, I wish to cancel my 10/13 appointment. 3) Please clear the 1 cent balance on my account. DOB: 10/13/87. They didn't provide an account number. All communication must be through here. I'm not handling anything else verbally with this business.

  

  Business Response

  Date: 08/11/2022

  Dear ************** - thank you for your feedback. We have escalated your complaint to the appropriate teams on 8/11/2022 at 8:59 AM CT. We're confident we can provide a positive resolution. Thanks again. 

• Initial Complaint

  Date:07/11/2022

  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 received medical services from Village Medical on *************************** in May, and was given a **** of $71.02. I paid this **** on 5.24.22, but received notification from their customer service department that the balance was still pending. Upon request, I submitted proof of payment to their billing department on 6.15.22. I received yet another notification that the payment had not been received. I then walked into the clinic that I received the services and paid the remaining balance. On 7.11.22, I received ANOTHER email stating that while they showed record of me making this payment, they were unable to apply it to my balance.

  

  Business Response

  Date: 07/12/2022

  Hi ***** - thank you for bringing this issue to our attention. We have escalated your feedback to our ****************** on 7/12/2022 and are hopeful for a positive resolution. Please be on the lookout for a call or email from a VillageMD team member. Thanks again.