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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  Ocean State UCC Cumberland

  2140 Mendon Rd Cumberland, RI 02864

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  Ocean State UCC Smithfield

  400 Putnam Pike Smithfield, RI 02917

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  Ocean State PCC Westerly

  77 Franklin St Westerly, RI 02891

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:01/21/2024

  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 an appt. for my annual well check for 8/3/23. Part of the exam included routine blood work. The diagnostic codes used were not indicated as preventative. In addition, I was asked during my visit if if I drank alcohol. One question and a simple response, resulted in a billing charge for alcohol screening. Not only was this charge not coded as preventative, but the *** code indicates that the screening must include 15 minutes on the topic during the exam. I give it 2 minutes at best. I would consider this a fraudulent charge. I have contacted them several times and continually get the run around. I am told an office manager will contact me but no one does. Then on my last phone attempt 1/15/24 someone named ***** said that my blood work is not preventative because I did not do it the same day as my well check. What kind of nonsense is this? Clearly, the staff does not know what they are doing and prefer to give you the run around then do the work. I did call my insurance to confirm that the specific labs done would qualify as preventative and they said yes as long as the correct diagnostic code was used. I did receive extra labs beyond the usual preventative which I had no problem paying. Not sure if the this is the Dr.'s fault or the medical billing department but I am tired of reaching out to resolve the situation.

  

  Business Response

  Date: 01/23/2024

  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:01/10/2024

  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.

  I have had diabetes for 15 years. My Doctor ***** retired and I was forced to see another Doctor in this office. My A1c has been high on last 3 checks so I took an a1c test and Doctor ******* put me on insulin, which I have never been on. NO physical was performed and it was coded as a physical. Chicago Office for Village Medical is refusing to recode this matter, even though no physical was performed. This is a big issue because Diabetes needs to be monitored and medicine adjusted. Doctor ********* Office put the paperwork through to Chicago to get this matter recoded for ******** but they are refusing.

  

  Business Response

  Date: 01/12/2024

  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: 01/16/2024

   
  Complaint: 21119440
  
  I am rejecting this response because:

      I have called this business twice about this matter and they have never responded. I have waited now on this response and they still have not responded. It says they will send me an E-mail or they will call, well no E-mail nor have they called. 
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 01/17/2024

  Hello ************ - I have confirmed with our billing team member, *****, that she left 2 messages for you at ************ with no response yet. If she does not hear from you, she will try you by email next. Thank you. 

  Customer Answer

  Date: 01/18/2024

   
  Complaint: 21119440
  
  I am rejecting this response because: I have not heard from ***** at all and I have not had any communication with this company unless I made the call. Twice I have been told they are looking into this matter and have not done a thing. I have been told they will look into this matter, but they have not done anything, nor even called me. I have my phone with me at all times and no one has called me. This is a simple matter. Nothing was done by the doctor except treat my Diabetes. This matter was coded wrong, and Village Medical will not do the right thing and re bill it with the right code. I have called ******** and they confirm that it was coded as a physical which I did not receive. ****************** filled my paperwork and agreed no physical was done. Village Medical twice refused to code it properly.   
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 01/23/2024

  Hi ************, 

  I heard from *****, and she said she got in touch with you, and all has been resolved. We hope you found this resolution satisfactory. Thank you again for bringing this to our attention and for being a valued Village Medical patient. 

  Customer Answer

  Date: 01/24/2024

   
  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 have been contacted by a Village Medical Representative who stated this charge was in fact coded incorrectly. The Representative stated when she investigated my version of facts she agreed with what my claims were and, I would not in fact be charged for this case and charges will be removed. I am waiting to see if they in fact removed these charges. As of yet they have not but I just spoke with the representative yesterday. I would like to thank Village Medical for the resolve and also to the Better Business Bureau for the mediation to help get this matter resolved. 
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:01/08/2024

  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.

  On 7/23 my son was given a lab order from ************** (Village Medical ***********). My son went and had lab work done with Labcorp on 7/28/23. I received a bill in the mail for $131.40 in August and again in September. I called my insurance company and they explained to me that the doctor's ****** (Village Medical ***********) simply needed to recode and resubmit the lab order as routine. I called Village Medical billing department on 10/10/23 and spoke with a young lady by the name of ******. I explained everything to her that the insurance company explained to me. ****** instructed me to email a copy of the bill. I emailed a copy of the bill as instructed. The following month I received another bill from Labcorp for my son's services. I called Labcorp and remailed the bill. I then received a collections letter from Labcorp I believe at the beginning of 11/23. Please keep in mind that I verbally communicated this information and took a copy of the collection letter to Village Medical *********** directly when I went in for a doctor's *********** at the beginning of 11/23. They promised that someone (*****) would call me but of course no one called. I called VM and spoke with the same ***** lady (I believe her name was *****) that promised she was going to call me. We went back and forward for over an hour while she blamed ******* and her MA. I called Labcorp and three way called VM so that they can explain to VM the necessary steps that needed to be done. I received a call a few days later from VM's MA and he assured that all is well now. However, I received another collection notice 12/23. I sent in a ****** review hoping that someone higher up would contact me. They replied to my review with a number that does not work telling me to contact the billing department.

  

  Business Response

  Date: 01/10/2024

  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: 01/16/2024

   
  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:01/08/2024

  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 annual check up. I clearly told them that I dont want anything extra. All I need is annual exam. and blood work which is covered by my insurance. At checkout, I even asked receptionist that is everything covered by my insurance she said yes, you have $ 0 balance. 3 days later, I got a call from them that one of my blood sample is lost by them. So, I went again to give another sample. 2 months later, I start getting bills from Quest diagnostics because their ***************************************, ordered unnecessary tests and they had to repeat my blood work because they lost my sample. Now, Quest diagnostics is sending me bill of $ ****** and $*****. I have already paid $ ***** out of my pocket. I have talked to Village medical customer service and billing department multiple times in last **** months regarding this issue, but everytime I talk to them they tell me we will get back to you with an update in 15 business days; which they never did. It has been very frustrating for me and giving me a lot of mental stress. Their *************************************** ordered unnecessary test for me and they lost my blood sample, due to that Quest diagnostics is making me pay for this bill. When I clearly told them before my appointment that I dont want anything extra, I'm in good health and all I need is my annual wellness check which is covered by my insurance. I'm tired of talking to Village medical customer care service and their billing department for past **** months because they're not addressing my issue and not even giving me any update. Please help me resolve this issue. I'm looking forward to hearing from you.

  Customer Answer

  Date: 01/08/2024

  Submitted Business Information Complaint ID: 21064875 Business Name: Village Medical At Walgreens Address: *************************************** City: ******* State: ** Zip: 32822

  
  

  

  Business Response

  Date: 01/10/2024

  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: 01/10/2024

   
  Complaint: 21064875
  
  I am rejecting this response because: Village medical (Village MD) has told me several times before that my issue has been escalated to their billing team and they will take care of it. But every single time their billing team says they can't do anything about it. I have been in touch with their billing team multiple times in past several months but they are not addressing my issue. If Village MD or their billing team can't do anything about it, then they can just write me a check of $ 278 so that I can pay my Quest diagnostics bill ($ 278); which is pending on my account due to their doctor's *************************************************************

  

  Business Response

  Date: 01/12/2024

  Thank you for your response, ******. We were just updated that your issue falls under a service issue, not billing, and we have escalated your complaint to the practice manager to contact Quest and then you with an update. Thank you for your patience as we work through this. 

  Customer Answer

  Date: 01/19/2024

   
  Complaint: 21064875
  
  I am rejecting this response because: I won't be able to accept this response as my Quest bill is still pending. VillageMD has been playing this game with me for almost a year now. Every time, I get the similar response that your issue has been escalated to billing team or service team. But you guys are not taking care of my Quest diagnostics bill; which is due to one of your doctor's ****** I won't accept this until my bill issue is completely resolved or VillageMD pay me a check for the balance of Quest diagnostics bill.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 01/24/2024

  Hi **************, 

  I received an update from ********************************* that she spoke with you on January 16, as well as Quest to correct the bill. Please note, it may take up to 30 days for Quest to respond. We appreciate your patience. Thank you. 

  Customer Answer

  Date: 01/31/2024

   
  Complaint: 21064875
  
  I am rejecting this response because: Village MD had made me promises several times before that they have sent the correct code to Quest diagnostics but every single time the end result is same. Every time, Quest diagnostics shows me I have a pending bill. So, I won't be able to accept this until this issue is fully cleared. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:01/05/2024

  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 in ***** , ******* in April of 2023. I was billed ****** . I paid this by check and then a couple of months later BCBS, my insurance company also paid them. I would just like the credit that they repeatedly tell me they have , given back to me. I have spoken to them for months and they keep giving me a different excuse each time . Today, January 5th, ****, they told me they werent allowed to send checks to patients. They basically are keeping my money.

  

  Business Response

  Date: 01/10/2024

  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: 01/10/2024

   
  Complaint: 21104977
  
  I am rejecting this response because: they are basically saying the same thing they have told me since I started calling in October 2023. They first told me I would get my money in 30 to 60 days. So I waited until December and they said in 5 business days. Next time , sorry we cant mail checks to patients. But each time acknowledging that I had a credit that was due me. And that they were escalating my request. I do not believe them!! 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 01/12/2024

  Hi ****************. Our billing team member, *****, shared with me yesterday that she attempted to reach out to you and left you a voicemail with her contact information. Please return her call at your convenience and she would be happy to assist you. Thank you. 

  Customer Answer

  Date: 01/12/2024

   
  Complaint: 21104977
  
  I am rejecting because:  I did not receive a call or voicemail from her. If she would like to call me , my number is ************. Seeing as I have called them repeatedly for months to get this resolved , I would have answered if they called . 
  Sincerely,
  
  *************************

  

  Business Response

  Date: 01/17/2024

  Hi ****************. Thank you for the updated phone number. The first number you shared had an area code of (352) which is what our team member ***** tried calling you at. I have shared the updated number with her (353 area code). She will reach out to you asap. Thanks again. 

  Customer Answer

  Date: 01/17/2024

   
  Complaint: 21104977
  
  I am rejecting this response because:
  I am sorry for the confusion of the number , my number is ************. I gave you the wrong one in my last reply.  That being said, I have never gotten a call from *****. I have talked to numerous people when I have called but never have I received a call back, that has been promised each time.  I would just like for your company to send me my money back , please ! I paid it in good faith , trying to make sure you were paid for the service . BCBS has paid you too, so now you have been paid twice, please send me the credit of ****** as soon as possible . 
  Sincerely,
  
  *************************

  

  Business Response

  Date: 01/17/2024

  Thank for your patience, ****************. I would expect you will hear from ***** by tomorrow. Thanks again.

  

  Business Response

  Date: 01/18/2024

  
  Thank for your patience, ****************. I would expect you will hear from ***** by tomorrow. Thanks again.
  

  
  

• Initial Complaint

  Date:01/05/2024

  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.

  have had incorrect ****ing since Sept 21. Now receiving threatening phone calls and emails to me and my wife. Went to ****************** (******************* ** ***************************) for a cracked rib.Village Medical wants to charge me for a "psychological or neuropsychological test" for a cracked rib. $106 Why would I need a psychological test for a broken/cracked rib? I view this as an attempt by Village Med aka ********* to **** ******** fraudulently. If ******** declines claim, then Village Med aka ********* hassles the patient via phone calls and emails.There is no question that the charges are fraudulent. Village Med aka ********* is taking over our health care and the results have been horrendous. Cannot get local office on the phone; have to appear in person to get a local response. Their CS phone line consist of reps (from all over ******* and ??) taking messages, then forwarding them to the local office. I have a serious medical condition. Sched my annual exam 1 year ago for Jan **** visit. Recd notice today that it needs to be resched to May !! Unacceptable.Reported this issue of fraud to ********.gov.

  

  Business Response

  Date: 01/10/2024

  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: 01/10/2024

   
  Complaint: 21103641
  
  I am rejecting this response because:  

   

  the billing error still exists.  we are still getting emails, phone calls, and **** mail harassing us about this billing error.  

  A phone call from VM has failed so far, no one can interpret the billing charge.  (see original complaint)

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

  

  Business Response

  Date: 01/12/2024

  Thank you for the update, ****************. I have checked back in with our billing team member for an update on your case. Thank you for your patience. 

  Customer Answer

  Date: 01/15/2024

   
  Complaint: 21103641
  
  I am rejecting this response because:

  see attached uhc claim that says, your claim could not be processed because info recd does not match ******** payment guidelines. Your provide should send a corrected statement.
  

  ******** statement says, you didn't know this service isn't covered so you don't have to pay.
  

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

  

  Business Response

  Date: 01/29/2024

  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: 01/29/2024

   
  Better Business Bureau:

  Noted that the balance due is now zero after initial problem occurred in Sept 2023.  It remains to be seen if we continue to get calls/emails from Village Medical aka Walgreens.  

  Unfortunately our health care system has degraded such that we hope to find another provider.

  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:12/31/2023

  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.

  While the representatives are apologetic and courteous, they are unequipped to resolve issues and instruct the patients to just call back in 30 business days (6 weeks) repeatedly. A supervisor called me and indicated they would get back to me by 12/11/2023 but never did. I'm reaching out to BBB for help with 2 issues associated with a date of service on 06/22/2023: 1) Deceptive practice of billing for both preventative and sick visit despite multiple reassurances 2) Failure to provide proper medical visit codes for Quest despite multiple correspondences from me, the lab, and my insurance.For #1, the history of correspondence would be far too long to place in the limited space here so I'll get to the current state - I'm being told I was billed for a sick visit because I answered their mandatory check-in questionnaire for anxiety, depression, etc. I only answered those questions because I was required to. I stated when I checked in for the visit that I was coming in for JUST a preventative exam. I confirmed this a 2nd time when I called their billing department because they never submitted a claim and I needed it for my employer wellness credit. The representative assured me the visit was just for a preventative exam. Fast-forward a couple of weeks later and I receive an EOB indicating I own my copay because this place billed for both preventative and sick visit despite me confirming at the office and on the phone.For #2, I received a large bill from Quest in the amount of $580.15 because they incorrectly coded the diagnostics as routine rather than medical. After a lot of calls from me, my insurance and the lab, they finally submitted new codes but ***** said it was still wrong. Quest resubmitted the claim anyways saying they would also request proper codes once again. The claim, of course, was denied since it was just another set of routine codes instead of medical codes. Can I please get help from someone who knows the difference in routine vs medical?

  

  Business Response

  Date: 01/02/2024

  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: 01/02/2024

   
  Complaint: 21076172
  
  I am rejecting this response because: My complaint was acknowledged but no resolution yet. This has already been with billing for a while but since their departments are siloed, there is still no resolution.

  *********** Billing, and coding departments are all separate and they all say they can't do anything because of another department but I also cannot get on the phone directly will coding or else I would have had a 6 way conference call to get it settled with me, my insurance, the lab, the doctor ******* their billing department, and their *****************.

  
  Sincerely,
  
  Sony *******

  

  Business Response

  Date: 01/03/2024

  Thank you for your response, ***** We have requested an update from our billing team and they will be reaching out to you shortly to assist. Thank you. 

  Customer Answer

  Date: 01/08/2024

   
  Complaint: 21076172
  
  I am rejecting this response because: I received an automated call to call the billing department. I called back as instructed and spoke to ***** who said she has no updates but that she will leave a message for the person who is working on my case. There have been people working on my case since June. I'm sure there is at least 1 person who knows how to bill a preventative visit correctly and provide the lab the appropriate codes. I continue to receive bills from both this office as well as the lab I used. Please help.
  
  Sincerely,
  
  Sony *******

  

  Business Response

  Date: 01/22/2024

  Hello ******************, 

   

  I was updated by Cetonia, the practice manager, that she spoke with a rep from Quest. ******* stated that the orders are still pending with your insurance company and the insurance company has not responded.  ******* adjusted the charges in the system, and you should not receive any other bills from Quest.  Please reach out to Cetonia should you need additional assistance. We hope you found this resolution satisfactory and t**** you for being a valued Village Medical patient. 

  Customer Answer

  Date: 01/23/2024

   
  Complaint: 21076172
  
  I am partially rejecting this response because: Unfortunately the ************** provided the wrong information to Cetonia. The codes are still incorrect. I spoke to **** from Quest who said she will document my profile with the information Cetonia needs to give to resolve this issue. If possible, I would like to keep this complaint open until it is resolved since this has been an exchange spanning 6 months and only by engaging BBB was I connected with fluent English speakers who understand the issue and are equipped to find a solution. I would like to say that I reached out regarding 2 issues and the preventative copay issue was resolved by *****. The lab coding issue still remains.
  
  Sincerely,
  
  Sony *******

• Initial Complaint

  Date:12/31/2023

  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.

  When I initially scheduled a physical exam at VM in ******** the quote was $120. I was in town for the holidays and wanted to get the physical before ****. When I checked, I reiterated that I am a cash paying patient and that it should only be $120 as per quote. The front desk person, *******************, informed me that it was $125. That was the first red flag that this office is inconsistent. I met with *************************************** on 12/21/2023 for the physical. He ordered lab work, which I got done at an outside facility. I paid the $125 in full upon check out. I was given a receipt that shows the $125.00 payment but no billing diagnosis code was shown. I confirmed with ***** that my balance is paid in full and there are no residual balance. On 12/23/2023, I received another bill stating that I owe an additional $120. The total bill was $245.00. The second bill for the $120vdoes not clearly indicate what the additional charge is for. I only consented to a physical exam and agreed to pay $125. I tried to call ************ and ************ for billing assistance. The first number has a defect in the option to speak to a live person as the call keeps on looping when pressing 0 for the operator. The second number routes calls to an *********** call center with individuals with a language barrier. Not only am aggravated that the office has erroneously charged me an additional fee and continually inundating me with emails to pay, but their phone service is horrible as you can not speak to someone local to help resolve this billing fraud.I also feel that my HIPPA right was violated because when I finally was able to speak to *****, she put me on speaker phone. I asked her to take me off, but she did not comply. I believe that this office is practicing fraudulent medical billing and will continue to escalate this to the authorities in the ************** for resolution. I expect the office to remove this erroneous charge ASAP and stop sending me harassing e-mails.

  

  Business Response

  Date: 01/02/2024

  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:12/22/2023

  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 had an annual physical at Village Medical in ******, **. Part of my physical included lab work. This lab work accompanies the annual physical; it was nothing "special" or "outside the norm." After Village Medical performed the blood work, they sent my file to ********* where they coded one of the entries incorrectly. All the blood work was supposed to be "preventative." However, they coded the Vitamin D as "diagnostic" in error. Hence, I received a charge from the *** (*** Corp). I contacted my insurance company who said all the annual physical lab work should be coded as "preventive." So, I contacted Village Medical via phone and through the patient portal where they REFUSED to change the code to its correct code, and continued to tell me that they had actually corrected it, and continued to read my bill as "this is your deductible," even though that is not correct. I only have a balance because they coded one portion of the blood work incorrectly. Village Medical DOES NOT ANSWER THE ***** in the billing department. Even when I had a rep from Aetna on the line with me, the people in ****** REFUSED to put anyone on the phone to address the issue! I have been rerouted to ***************, told I don't understand my bill, lied to about Village Medical re-coding. To date, they have not sent in proper code to *** Corp. *** Corp extended my bill date to give VM more time to correct. Village Medical cannot just IGNORE their customers. Their billing **** number circles back and never allows you to connect to anyone. You have to keep pressing buttons until someone somewhere answers the phone. Village Medical billing is shady and dishonest, and the way they operate should be illegal. They cannot simply REFUSE to do their jobs, or, in this case, refuse to correct the error on my coding.

  

  Business Response

  Date: 12/26/2023

  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:12/01/2023

  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 honestly do not know how a practice can legally operate like this. I had blood work in June of 2023. I called to follow up after 7 of my physicals were canceled due to office shortage, dr having surgery and office health issues. They refuse to answer their phone or return any calls. I did finally get a call back saying there was blood in my urine and the medical assistant would text dr because it was a high amount and get back to me. Never happened. Here we are in December I have an appointment for a physical at 2:00. I am still sitting in waiting room at 2:30. Asked to speak to office manager who was very rude, could not explain why they don't answer the phone or return medical calls. I have never made a complaint in my life. This needs deep investigation especially when you may have a serious medical issues like myself that I still have zero answers to. After I spoke to office manager she took everyone in waiting too and told another secretary I was gonna wait. This is a medical practice not a retail store!

  

  Business Response

  Date: 12/04/2023

  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.