Business Profile

Medical Service Organization

VillageMD

Headquarters

Complaints

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

Customer Complaints Summary

169 total complaints in the last 3 years.
44 complaints closed in the last 12 months.

If you've experienced an issue

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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:12/07/2024
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.
This complaint is about lack of communication, and organization and professionalism.I had a doctors appointment on November 7th,2024 in which Dr. ****** gave me days off, I needed to file a claim for work for those days off. I had dropped off the paper work Wednesday November 27th,2024, to nurse *******, and she was rude and dismissive and didnt seem like she wanted to help me. Later on they had told me she had lost those forms and never turned them in to Dr. ****** since he wasnt in clinic that day. I been waiting two weeks almost, because I need those forms by a certain deadline which has passed, and I will get terminated without those forms. When I walked in again on December 3rd,2024, to clear up where and who I gave the papers to, they lied saying they found them and gave them to Dr. ****** until I got another call saying they had no idea what I was talking about and couldnt find the paper work, and to resend them to another email. Since then Whenever I would call they would not answer the phone, just received the messages. Till this day I am still waiting and my claim has been denied until I get that paper in, otherwise Ill be terminated. The location of this village medical is ********************************** I was treated poorly by *******, and the problem is stemming from her attitude, which led to her loosing my papers.I only paid $25 for the actual visit, and havent paid again for the paper work yet.
Business Response
Date: 12/23/2024
Hi Victoria,
Thank you for sharing your experience with us. We have escalated your issue to our patient relations team who would like to reach out to you to learn more about this issue and further assist you. Thank you again.
Initial Complaint
Date:11/15/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have had prescription coverage for the FreeStyle Libre 3 GCM for about a year and the FreeStyle Libre 2 for several years prior. Recently, the *** in my small town has been unable to fill the prescription for my CGM, continuously canceling the order, stating that the item is backordered from ****** for about the last three months. As an alternative, I contacted my physician to change to either a FreeStyle Libre 3 Plus or a Dexcom G7. When I contacted Dr. ******** *************** office at Village Medical, I was told that Dr. ************* would be out of the country for the last three months of the year, and I would need to wait until she returned to change my prescription. This glucose monitor is crucial for tracking and managing my blood glucose. Further inquiries to ************************** elicited a response from Shineky Nicarol *********, advising me to either try a different pharmacy or do finger sticks until the sensors are back in stock. Upon inquiry to Elixir / Medimpact, I was told I would need a "prior authorization" form to get a DexCom G7 covered, which is the same response they provide to every question. Elixir / Medimpact further stated that I would need "prior authorization" for the FreeStyle Libre 3, which Medimpact had already been covering for me for at least a year. This highlights that the customer service at ********* is simply providing rote responses to inquiries. The pharmacists at CVS in **************, ** are completely unable to tell me when I will be able to get my CGM prescription filled, transfer my prescription to another CVS, or provide any information at all, and just keep canceling the prescription without explanation.
Business Response
Date: 11/20/2024
Thank you for your feedback and for bringing this to our attention. We have escalated your issue to a patient relations team member to assist you. Please be on the lookout for a call or email. Thanks again.
Customer Answer
Date: 11/22/2024

Complaint: 22559740

I am rejecting this response because:
While a representative did leave a voicemail for me, they cannot be communicated with. Any attempt to contact them to work through the issue always leads me to their voicemail which they haven't returned.
They ignore repeatedly ignore all emails and any request to correspond via email. My issue is NOT RESOLVED.
Sincerely,

***** *******
Business Response
Date: 12/09/2024
Our team attempted to contact patient, left voicemail.
Customer Answer
Date: 12/10/2024

Complaint: 22559740

I am rejecting this response because:
absolutely no action has been taken by VillageMD, I have not had any successful contact with them, the issue was not resolved and I've found an alternative PCP.
Sincerely,

***** *******
Business Response
Date: 12/23/2024
Hi *****,
Thank you for sharing your experience with us. We have escalated your issue to our patient experience team who will be in touch to learn more and assist you with next steps.
Initial Complaint
Date:10/30/2024
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.
claim #******* village medical claim Payment Info Jun 8, 2024 at 6:11 AM MST ***** ******* **** ending in 7580 $675.04 Paid to:VM Summit Medical Group ***************************************************************************************************** Phone: ************** Transaction Details:Transaction Type: Payment Transaction Identifier: *************** Transaction Approval Code: *****d Record Number: ******* Trace Number: ******
Business Response
Date: 10/31/2024
Thank you for your feedback and for bringing this to our attention. We have escalated your issue to a billing tean member to assist you. Please be on the lookout for a call or email. Thanks again.
Customer Answer
Date: 11/04/2024

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 appreciate your service, as it seems this is the only way to get the money back from my Medical Provider that they placed on my credit card that my insurance did pay as well. It's been since June of this year. So GRATEFUL to BBB.

Sincerely,

***** *****
Initial Complaint
Date:10/28/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I went to see Dr *** *** for my yearly physical. I asked her to add additional lab values to my bloodwork for my own knowledge. She agreed but when I got my results, she only added 1 of 3 that I requested. She then proceeded to bill me for 2 visits: one for my yearly physical and one for me asking to add extra lab values! I've been to Village Medical before for physicals and have never been charged an extra visit for requesting additional lab values. I was never told at my appointment that they would be charging me an extra visit for adding lab values. She charged me for a full established patient visit that lasts ***** minutes in addition to my yearly physical. So I was charged for 2 appointments in 1 visit! This is not warranted since she did not even do anything additional besides adding 1 lab value to my bloodwork order. That would take 1 minute at most. I spoke to many representatives from Village Medical and was told that the provider can bill for whatever they want and each provider is different. I was also told a supervisor would call me back but he never did. Judging by the other complaints on BBB, I'm not the only person who has complained about these shady billing practices with Village Medical. Does the BBB actually investigate companies? I'm only wanting to hear from Village Medical if they can delete the 2nd visit they charged for. Thank you!
Business Response
Date: 10/30/2024
Thank you for your feedback and for bringing this to our attention. We have escalated your issue to a billing team member to assist you. Please be on the lookout for a call or email. Thanks again.
Customer Answer
Date: 11/02/2024

Complaint: 22479755

I am rejecting this response because: Village Medical and/or Dr *** *** have not done anything. They said someone from the billing department will contact me. I have already spoken to their billing department about this and they were no help.

Sincerely,

**** *******
Business Response
Date: 11/20/2024
Thank you for your feedback and for bringing this to our attention. We have escalated your issue to a patient relations team member to assist you. Please be on the lookout for a call or email. Thanks again.
Customer Answer
Date: 11/21/2024

Complaint: 22479755

I am rejecting this response because: no one has contacted me from Village Medical. No one from Village Medical has resolved this issue.

Sincerely,

**** *******
Business Response
Date: 11/22/2024
Thank you for bringing this to our attention. We have escalated your issue to a team member to assist you. Please be on the lookout for a call or email. Thanks again.
Customer Answer
Date: 11/25/2024

Complaint: 22479755

I am rejecting this response because: I didn't not hear anything from Village Medical. Nothing has been done.

Sincerely,

**** *******
Business Response
Date: 12/02/2024
Hello, we have checked the patients account and based on the information that we have on file, one of our supervisor attempted to call the patient on 11/06/2024 in order to follow up the case about the date of service 09/05/2024, to let her know that based on the medical records that we have, the codes are correct and the charges were correct, however,the patient was unavailable sohe left a voice message to the patient with the information.
Customer Answer
Date: 12/03/2024

Complaint: 22479755

I am rejecting this response because: No one from Village Medical left me a message on 11/6/24. If you call me from an unknown phone number and do not leave a message, how am I supposed to know who called? If a supervisor was calling me, they should have left a message, which they did not. The only person I've spoken to who seemed to understand my situation was ******, who I spoke to on 9/24/24. She said that her supervisor named ****** would call me back. He never did. I am being billed for 2 office visits when I only had 1 office visit. I was never told there would be additional charges outside of my yearly physical. If you look at other Better Business Bureau reviews, you'll see that many other patient have my same issue. It's unethical and fraudulent to bill patients for services not received.

Sincerely,

**** *******
Initial Complaint
Date:09/26/2024
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.
Village Medical On Aug. 5th I went to Village Medical located at ************************************************ for my yearly wellness visit. I was charged a wellness visit in the amount of $262 and a office visit in the amount of $292, When I asked for an explain this is what they said "we see that there were two topics discussed that generated the office visit, and those are herpes simplex, and gastroesophageal reflux disease." In fact, all I did was ask them to refill my prescription, there was not discussion. This what their explanation was " I realize how upsetting this must be, however this is a regular standard with yearly physical appointments. The physical itself only covers preventative issues and anything else discussed or tests that are ordered fall under a regular office visit. I wish I could make it better." I expect the office visit charge to be removed.
Business Response
Date: 10/07/2024
Thank you for your feedback and for bringing this to our attention. We have escalated your issue to a billing team member to assist you. Please be on the lookout for a call or email. Thanks again.
Business Response
Date: 10/07/2024
Thank you for your feedback and for bringing this to our attention. We have escalated your issue to a billing team member to assist you. Please be on the lookout for a call or email. Thanks again.
Customer Answer
Date: 10/08/2024

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:09/24/2024
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.
On February 8th I had blood drawn by Dr *** at village medical in anthem Az. They billed my insurance at Cigna for blood draw med code ***** and ***** comprehensive bloodwork. They sent my *** portion of bloodwork to labcorp. ******* sent med code ***** to Cigna. Cigna paid med code ***** and *****. Cigna denied ************* cannot be used for ******** claims. I have had both phone and messages on their web board, that They have to break down the codes. They refuse, saying that the code is correct. I even sent them a ******** document that contains ******** allowable codes. They have put the matter to collections. They are trying to bill me $98. Im not paying it!! They wouldnt even get half that amount if insurance would pay.
Business Response
Date: 09/27/2024
Thank you for your feedback and for bringing this to our attention. We have escalated your issue to our billing team to assist you. Please be on the lookout for a call or email. Thanks again.
Initial Complaint
Date:09/20/2024
Type:Delivery 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.
OUR ACCUVAX MACHINE HAS BEEN COMPROMISED AS A RESULT OF A COMPANY-WIDE UPDATE. OUR OFFICE NOTIFIED THE COMPANY ON AUGUST 22, 2024 INFORMING THEM OF THE ISSUES ASSOCIATED WITH THE UPDATE. TO DATE WE HAVE 900 TICKETS INTO THE COMPANY TO GET THIS ISSUE RESOLVED. THERE HAVE BEEN NUMEROUS EMAILS FROM OUR EMR REPRESENTATIVE AND NURSES REGARDING THIS ISSUE DATING BACK TO AUGUST 27 WITH A PARTIAL RESOLUTION. HOWEVER, AS OF TODAY, THE PROBLEM STILL EXISTS, AND IMPEDES OUR ABILITY TO SERVICE OUR PATIENTS IN A TIMELY MANNER. EMAILS GO UNANSWERED, PHONE CALLS ARE NOT RETURNED. THERE IS A LAG TIME BETWEEN SENDING A VACCINE ORDER AND IT BEING RECEIVED BY THE VACCINE MACHINE. MOST TIMES THE NURSES HAVE TO REFRESH THE ORDER OR LOG OUT AND RESTART. THE *** VACCINE IS STILL NOT BEING RECOGNIZED BY THE ACCUVAX MACHINE.
Business Response
Date: 09/23/2024
Thank you for your message. Upon review, it seems that this address is incorrect and should be flagged for Meadville Pediatrics, a pediatrician in ***************, ***
We would like to formally dispute this, as it does not pertain to our business. Thank you for your assistance in resolving this matter.
Customer Answer
Date: 09/24/2024

Complaint: 22302139

I am rejecting this response because:
THEY ARE TOTALLY RIDICULOUS. I AM THE OFFICE MANAGER OF MEADVILLE PEDIATRICS.
THEY KNOW THERE WAS A PROBLEM WITH OUR ACCUVAX MACHINE.
I DON'T ACCEPT THEIR RESPONSE, BUT I CAN TELL YOU THAT THE PROBLEM IS FINALLY FIXED AFTER 4 WEEKS.
I THANK YOU FOR YOUR HELP IN THIS MATTER.

Sincerely,

***** ******
Business Response
Date: 09/25/2024
Hello, we are not affiliated with ********************. This complaint is in reference to the wrong business.
Initial Complaint
Date:09/19/2024
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 am a ******** recipient and have been seeing my provider at this clinic as my PCP for a little over 6 months now. I receive anxiety medication; ****** and ***** to keep my panic attacks at bay, as I have **************************** and panic disorder along with depression and a few other mental health issues. On one of my first visits, I was denied seeing the provider because office manager ****** could not verify that I had updated Dr. ***** as my PCP, however the insurance carrier had him clearly listed. I was told by the regional manager (male, cannot remember his name) that ****** would not have access to my medical record, and we agreed I'd still continue to go there and not file charges for the actions. On my visit last month, I was forced to pay a four dollar and some change copay before I could be seen. I did and contacted the billing office to rectify the issue and refund me. Not only did they not do that, but they have also billed me again, and because I refused to pay a fraudulent charge, they denied my visit again. I spent 5 hours on the phone with the office and my ins carrier, Village medical billing staff was so rude UHC had to end the call with them. Subsequently I also found out ****** is behind my not being seen again, and I was informed she has been accessing my records.
Customer Answer
Date: 09/24/2024

Complaint: 22310108

I am rejecting this response because: they were made aware of the issue prior to denying my visit, still even after speaking to regional director I was unable to check in or be seen which caused me to go into withdrawal from *****. Still today provider has not responded to email, balance still shows. Billing **** is rude, and disrespectful even when my insurance carrier called on my behalf with me on the line to get it sorted out. They were intentionally choosing these actions that are now resulting in patient abandonment, which is malpractice. The lack of genuine care even in their response shows how little they care putting a patient through withdrawal and abandoning their care. They are aware this could result in a lawsuit and still are choosing to be ****.

Sincerely,

******* ****
Business Response
Date: 10/07/2024

Thank you for your feedback and for bringing this to our attention. We have escalated your issue to a team member to assist you. Please be on the lookout for a call or email. Thanks again.
Initial Complaint
Date:08/23/2024
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.
claim# ******LPX00 Check# ****** amount $62.60 Feb. 10, 2024 This is from my health savings account sent directly from the insurance company to Village Medical.claim# *******X000 Check# ****** amount $111.35 Jan. 25, 2024, This is also from my health savings account sent directly from the insurance company to Village Medical.My insurance company and I have sent over copies of the cancelled checks 4 times to show the checks were cashed. Village Medical is saying they never received the payments, so they are showing that I owe the 2 amounts shown above. Each time I call Village Medical, they say that they have not received the checks or the copies of the cancelled checks, and they will escalate it to higher management. It is like they are reading off of a script, but yet nothing is getting reviewed by higher management. I am getting pretty frustrated with them because we have sent in everything they need to resolve this billing issue. They have closed all of their locations in ******* this year, and I can no longer access my patient portal. I would like to see if someone at the BBB can help resolve this issue. They are saying that they are going to send me to collections, and I do not want that to happen because I have good credit.
Business Response
Date: 08/27/2024
Thank you for your feedback and for bringing this to our attention. We have escalated your issue to a billing team member to assist you. Please be on the lookout for a call or email. Thanks again.
Customer Answer
Date: 09/05/2024

Complaint: 22180418

I am rejecting this response because:

Good evening,

I have not had time today to respond to this complaint. I just wanted to let you know that they have not responded to my request for finalization. I did talk to a lady from Village Medical and she said that they figured out that the checks were credited somehow using my middle name as a hyphenated last name. She said one of the accounts was fixed, but the other needed another request to someone whom I forget what she said. I tried calling last Thursday and Friday, but she did not answer and she did not call me back. In the meantime, Village Medical billing called me and said that they do not show that my account has been credited any money, and that I still owe for both bills. Being they were closed yesterday, I could not call for an update. And today, I had to work most of the day, so I was not able to respond until now. I am pretty frustrated with Village Medical that they are not returning my calls. I am not rude with them; all I want is my account to be credited. They have the checks from insurance.

Thank you for your time,

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

Business Response
Date: 09/06/2024
Thank you for the update, *****. I have reached out to our billing team for an update on when you should see your credit. Thank you for your patience as we work to resolve your issue.
Customer Answer
Date: 09/10/2024

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 called the billing **** and she said that the balance is zero, and the issue has been resolved. Thank you so much for your help. I really appreciate it.

Sincerely,

*********************
Initial Complaint
Date:08/17/2024
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 Associates in Family Medicine (Now run by Village Medical) in Ft *******, ** on April 25, 2024. I found a great doctor! The issue is the fraudulent billing by Village Medical. I have a high deductible plan through Anthem. I know I pay after billing is submitted through insurance and allowable charges are established. I received an alert from Village Medical in May that my bill was ready. I also checked my EOB at Anthem. The original bill was $292 for office visit and $5 for lab. After Anthem processed my total due was $159.03. I paid the full amount on May 11, 2024. I have been unable to access the billing section of patient portal for at least 3 weeks. On Aug 1, 2024 ******************* informed me I had a credit in my account. He was wanting to use it to pay another bill I question on telehealth. They billed for way more time than my 10 minute teleheatlh visit. FRAUD! That will be addressed separately. I then went out to ****** to see what was billed. There have been 2 more billing submissions of the 4-25-2024 date of service after the original that I paid! One denied. Another was re-bill for the same visit in the higher amount of $376 for doctor visit and $5 for lab with allowable charges of $238.57. This EOB was not process by Anthem into my account until Aug. I see a third billing by Village Medical for same date of service (4-25) that was received by Anthem on Aug 1. So Village Medical billed my visit, I paid for the original amount of $159.03 owed. They never tell me they are re-billed the same visit twice after the original billed amount! I was NOT notified of any of this until I reached out about the improperly billed telehealth visit. I am unable to access the billing and Payments section of the portal for weeks. Now the new billed amount is $79.54 more than the original amount I paid for the same visit! I want the April 25 visit returned to the original amount I paid!!They are practicing insurance fraud!
Business Response
Date: 08/19/2024
Thank you for your feedback and for bringing this to our attention. We have escalated your issue to a billing team member to assist you. Please be on the lookout for a call or email. Thanks again.

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