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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  Lincoln Primary Care

  2 Wake Robin Rd Ste 103 Lincoln, RI 02865

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  Ocean State UCC Warwick

  1131 Warwick Ave Warwick, RI 02888

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  Tru-Med Incorporated

  528 Newton St Fall River, MA 02721

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  Ocean State Athsma and Allergy

  63 Cedar Ave Unit 7 East Greenwich, RI 02818

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

• Initial Complaint

  Date:02/26/2024

  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 filed one complaint with the other address in ******** ******* but this company has different addresses and their phones are connected to out of the country. My problem is with ****************** adding on procedures to a yearly wellness exam at no cost to me then charging the insurance company and the insurance company charging me the residual. And I also have another person to contact in ******** *******. ******************************* *********** or ***********. And her email is ********************* Im sorry I had to do this in two separate complaints but this company is very hard to get a hold of and I have tried to resolve the problem they will not return my phone calls they just keep sending me the bill I got it three times last week

  

  Business Response

  Date: 02/26/2024

  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. 
  
  

• Initial Complaint

  Date:02/23/2024

  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 received two bills from this provider. The first on 8/24/2023 for an amount of 206$. The second bill on 9/6/2023 for the amount of 292$. There was a mistake with a previous insurance being shown as still active when it was not, and my primary and active insurance ********** was not billed properly due to this mistake. I contacted my primary insurance and they confirmed that I had coverage at the time of the bills, and the services detailed in the bills were also covered by them. The claims only needed to be re-submitted by Village MD. Village MD was sent a letter containing a Notice of Illegal Billing by my insurance along with a request to re-submit the claims for approval on December 13, 2023. Village MD made not attempt to re-submit the claims. On January 16, 2024 my insurance informed me this is issue would be escalated in their department, the escalation process is still ongoing as Village MD has not re-submitted the claims for those two bills as of yet. On February 14, 2024 the 206$ bill from 8/24/2023 was sent to a debt collector. The information I received from the debt collector is also very unclear about who I need to talk to in order to dispute this on their end, however my insurance has also sent them a notice of illegal billing. This has been a nightmare that I'm concerned will impact my credit when I am not at fault. Village MD has received several legal letters and correspondence from insurance indicating that I had coverage during the time of the bill. All they need to do is re-submit the claim, and yet it has not been re-submitted after the initial billing submission in October. This is ridiculous and at 7 months pregnant it's causing me undue stress for something so simple they need to do on their end. I had a similar problem with another medical provider, however the issue was addressed and fixed on their end in less than a minute- so why is Village MD having such a hard time fixing their mistake.

  

  Business Response

  Date: 02/26/2024

  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: 02/26/2024

   
  Complaint: 21339621
  
  I am rejecting this response because:

  I will be satisfied once the matter is addressed, as my insurance has been in contact with your billing about this matter for over 3 months to no avail. Thank you. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 02/26/2024

  Hi ******, 

  We appreciate your feedback and please know that your issue is important to us. Please allow us 48 hours to have a billing team member get in contact with you before rejecting our response. Thank you. 

  Customer Answer

  Date: 03/03/2024

   
  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:02/20/2024

  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.

  Scheduled annual preventitive care visit for 12/18/23 with a new doctor for my teen boys as they were outgrowing their (female) pediatrician they had for 10 years. Both boys were seen together in the same room at the same time. During the visit, the doctor asked if they had any questions or concerns and my youngest son answered and said that his knee kind of hurt. The doctor dismissed it and said it was part of growing and his body changing. I was billed $46.05 for this as an "office visit" charge, outside of the annual visit that is 100% covered. For my oldest son, I asked if they provided in house testing for ****. I was told no and to try Children's Healthcare of Atlanta. I was billed $70.74 for this. Apparently, he also charged me for writing a prescription for antibiotics for my son's contact dermatitis that my son is already being treating for by his dermatologist, which I explained to the doctor advising he was not there for that. He asked what antibiotic he was given by the dermatologist so he could write another prescription for the same thing. Back to the billing, ***** has already confirmed that this is not correct to be billed for 2 separate visits on the same date. They stated they cannot accept the different codes and it must be billed for preventitive visits as the questions are items they will cover/should be covered under the annual visit. They said labs, tests, and additional work is accepted. I have spoken with Billing at Village Medical 3 times and they refuse to adjust the codes and stand by the charges, despite ***** being on the phone telling them they cannot accept it and it needs to be changed. I have never in my life been billed for my son or myself asking a question during an annual well visit (I could have easily called in to ask about the **** testing). That is the whole point of the visit, to evaluate and make sure they are healthy. I will no longer be using this doctor due these fraudulent billing practices.

  

  Business Response

  Date: 02/22/2024

  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. 
  
  

• Initial Complaint

  Date:02/18/2024

  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.

  On 7/26/2023 I had an appointment with **************** at Village Medical, ****************************************************************. I had abdominal pain and a rash. **************** examined me and prescribed medication (prescriptions dated 7/26/23). I later received a bill for $298.00 for a Wellness Visit. I DID NOT HAVE A WELLNESS VISIT, nor have I ever had a Wellness Visit at Village Medical. I spoke with office staff and they all agreed that the charges for a Wellness Visit were erroneous since there was no Wellness Visit. I tried speaking with ****************, but he would not discuss it. Village Medical filed a claim with ******** and it was denied, so they are now charging me. This is ******** Fraud.I have spoken to the Village Medical billing department several times to no avail. The bill has now been turned over to collections and my excellent credit rating will no doubt be affected.These charges need to be reversed and any credit report entries need to be removed.

  

  Business Response

  Date: 02/19/2024

  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. 
  
  

  Customer Answer

  Date: 02/19/2024

   
  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.

  They left a voice mail stating that the charges would be removed and my credit rating should not be affected.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:02/16/2024

  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.

  On 06/22/23 I visited the Village Medical office located in ***********, **. The purpose of the visit was to meet with a nurse to get my blood drawn to send to a Medical Lab. I did not meet with a Doctor or Nurse Practitioner. I only met with a nurse that **** my blood to send to the Medical lab. The visit did not last more than 10 minutes. The nurse simply **** my blood, asked me to sign the " estimated financial responsibility " form and ended the visit. The amount indicated on the form was $84.39. I received a bill from Village Medical with a balance due of $150.47. The original cost indicated was $292.00 with an insurance adjustment for $141.53 which left a patient balance of $150.47. The bill indicated that it was a Nurse Practitioner visit with *******************. I went to the *********** local office and spoke with the front desk receptionist and explained the error on the billing statement that I was billed for a NP visit. The receptionist agreed with me that the visit was only to get my blood drawn and that I did not see a NP. She agreed to send an email to the billing department to correct the billing amount. Several weeks passed and I called the billing office and spoke to several customer service agents that informed me that the billing amount was under review. I also received a bill from the medical lab of $41.24 that I paid. In December I received a letter from a collection agency stating that the unpaid balance of $150.47 has now been turned over to them to collect. I am submitting 3 attachments. The first attachment shows a copy of the bill indicating that it was a bill for a visit with NP *******************, the second attachment shows the summary of the visit. The " Reason for Visit " listed on the summary indicates nurse visit ; lab. Only here to get labs drawn. The third attachment shows my receipt which list payment for NP visit with *******************. Village Medical has refused to correct the billing amount of visit with NP.

  

  Business Response

  Date: 02/19/2024

  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. 
  
  

• Initial Complaint

  Date:02/11/2024

  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 visited my primary care physician, ************************************, in ***********, ******** for a ******** wellness exam. Everything was great until I went home, logged on to my portal and noticed that he had added 4 to 5 diagnosis that he did not talk to me about. When I inquired about this, he said well I have to add conditions that dont exist or else ******** wont pay for it. Now these fake diagnoses are part of my permanent health record. If the doctor wanted to test for something that was outside of the scope of the wellness exam, he shouldve asked me and then I would have told him whether I wouldve been able to pay for it or not. But just to find out by surprise on the portal was not acceptable. As of today still has not been corrected. How can I get them taken off and oh by the way this is insurance fraud because youre billing for something that does not exist.

  

  Business Response

  Date: 02/12/2024

  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: 02/14/2024

   
  Complaint: 21277015
  
  I am rejecting this response because: this is a boilerplate response on the part of the business and does not address the issue.
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 02/15/2024

  Hello ****, 

  I have confirmed the practice administrator, *********, will be reaching out to you today to discuss your concerns. We hope to reach a positive resolution. Thanks. 

  Customer Answer

  Date: 02/15/2024

   
  Complaint: 21277015
  
  I am rejecting this response because: The business indicated that they would be reaching out to me today no one has reached out. As a matter fact, they have locked me out of my patient ************ continuing with this complaint do not close it out.
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 02/21/2024

  Hi **** - 

  We appreciate your update. We received feedback that you spoke with our regional practice administrator, *********, who assisted you with next steps. We truly hope you find this resolution satisfactory and consider continuing care at Village Medical as we value you and your experience as a patient. Thanks again for bringing our attention to this matter.

• Initial Complaint

  Date:02/06/2024

  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 went in for a standard annual health visit at Associates in Family Medicine who were merged with VillageMD, to see my PHC physician ************************ on 10/2/23. Off the bat the front desk said there was something weird with my insurance, but to do the visit anyway. This was a mistake, NEVER DO THIS.Since then I have been fighting tooth and nail for VillageMD to file my claim correctly. I have made over a dozen inquires to my insurance Anthem who always tell me they have never even received a claim from VillageMD regarding this matter. I have been on the phone with an Anthem agent who has explained to VillageMD that I was covered on the day and that they would need to refile. Each time, they fail to do this correctly, and at this point I believe they are completely incapable of doing so. My Anthem agent even told me that he was sure VillageMD was not entering the claim in the correct place.Today after four months I got notice my bill was going into collections, so I have now paid this bill for a visit of which I was completely covered. After dozens of emails and waiting for countless hours on the phone, my only outlet now is to tell people that VillageMD is not to be trusted to do the simplest of tasks, billing insurance for a covered visit. Avoid at all costs. I want my money back, and I will not stop fighting for it.

  

  Business Response

  Date: 02/08/2024

  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. 
  
  

• Initial Complaint

  Date:02/06/2024

  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.

  For most of 2023 my Dr's ****** Village Medical did not accept my insurance so I was self pay. The fee for a visit was $95. I obtained **************** October 1st. I visited Village Medical in November for a regular checkup. My insurance did not cover any of that visit and I received a bill for $300. I attempted to contact them for months to resolve this issue to no avail. I got caught in their VM phone system on several occasions. I finally spoke with a representative today who would not process my visit without my insurance. He threatened to send me to collections. I offered to pay the $95 as I had in the past but he refused. I am willing to pay that amount but not the exaugurated figure just because I now have insurance. I am on a fixed income and every ***** counts. This is unfair business practice. I am being penelaized because I finally have insurance they accept.

  

  Business Response

  Date: 02/07/2024

  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. 
  
  

• Initial Complaint

  Date:01/28/2024

  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 went to Village Medical for my yearly preventative wellness exam on Aug 8, 2023. VM billed my insurance correctly for this visit, however the blood work order to support this preventative visit was incorrectly coded. According to my insurance provider Cigna, the *** codes are incorrect. The cause has illness vs. wellness, the claim has sickness vs. wellness and the diagnosis has illness vs. wellness. I have called VM numerous times and you have to go through a call center which is so frustrating. Cigna has called and left messages at least 4 times, and Sonora Quest has also called several times to get the correct codes for wellness. I have also gone to the office in person twice and they say they will take care of it. VM takes no ownership of their coding mistake. I have even emailed all the documents to their billing email address with no acceptable response. VM local office told me to call my insurance and get the correct codes for them, they will not call the insurance company or return their calls. VM has only returned Sonora Quest call one time telling them they only had one code. It is unacceptable that you cannot call the local office for a quick resolution, you can only go through a call center. VM has told me that they only have one code for blood work - Screening for disorder - ICD-10:Z13.9: Encounter for screening, unspecified ***** has told me not to pay the lab bill due to the coding error by VM; meanwhile, Sonora Quest is going to send me to collections. My insurance allows a yearly free of charge preventative visit and blood work. VM needs to take ownership of their mistake. Do not respond with a message to call the call center for resolution. VM either needs to get someone in their billing department that knows coding, or call my insurance company to correct this situation.

  

  Business Response

  Date: 01/30/2024

  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: 02/26/2024

   
  Complaint: ********
  
  I am rejecting this response because:After talking to a BBB representative today, I am following up on complaint ******** as I did not receive the original email responses nor can I find them in my spam folder.
  
  The response from Village Medical does not satisfy the complaint as they have not contacted me nor phoned me as they stated.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 02/26/2024

  Thank you for the update, ********. I have requested our billing team reach out to you with an update asap. Thank you for your patience. We look forward to helping you reach a positive resolution in this matter.

  Customer Answer

  Date: 02/28/2024

   
  Complaint: 21212685
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 02/29/2024

  Hi ******** - can you please provide us more feedback on your rejected response so we can better assist you. Thank you. 

• Initial Complaint

  Date:01/24/2024

  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 scheduled my appointment with doctor ***** in December in hope I can get in. However, she didnt have any availability until Jan. I schedule my appointment with her on Jan 08 2023. They later changed and rescheduled me to Jan 23 2023, which is today. Early this morning they gave a call and said ************** is running late are you willing to wait an hour to an hour and a half. I said yes, I went into my appointment and got checked in. 30 min later after waiting past my appointment time, the lady in the front desk asked me to come up. So I did, she then proceeded to tell me since Im a new patient ( I have been to this same location already just had to switch doctor because the doctor I had before quit) doc Ralp wont be able to see me today because shes not seeing new patients and shes limiting patients as of last week.So Im upset because they made me wait a month and a half, come to the appointment and wait *********************** shes not taking new patients and I would need to schedule with another provider. If doc ralp isnt taking new patients they shouldnt have let people book with her and should inform people way before they have arrived at their appointments. I made an appointment for my annual checkup but mostly because I possibly have a vaginal infection but I was willing to wait 1 month to get it checked however, now I need to wait another month to get it checked out? I could have went somewhere else but they wait last second/ the day of to cancel on me. This is super unprofessional and if anything were to happen to me whos going to take responsibility?

  

  Business Response

  Date: 01/25/2024

  Thank you for reaching out and sharing your feedback with us. We have escalated this issue to our patient relations team in hopes of a positive resolution. Please be on the lookout for a call or email as our team would like the opportunity to learn more. Thanks again.

  Customer Answer

  Date: 01/27/2024

   
  Complaint: 21194192
  
  I am rejecting this response because: I still haven't receive anything 
  
  Sincerely,
  
  ***************

  

  Business Response

  Date: 02/01/2024

  Hi ***** - Thank you for the update. I have confirmed with the practice ****************************, that she has reached out and left you a voicemail with her contact information. If you can return her call at your convenience, she'd be happy to help you. Thanks again.