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

  
• 

  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:11/30/2023

  Type:Order 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 Village Medical / Associates Family Medicine in *******************, ** for my annual check-up. My insurance has always covered this preventative visit.I received a bill for an office visit copay ($25) so I called to ask why. I was told I asked a question that had to be coded as extra. I asked a question about a medication. I would think a question about a medication would be included in a preventative check-up.If it is a policy of Village Medical to upsell the patient, I think they should be required to say something or at least post a sign on the door of acceptable questions to ask during a visit. I think it's a deceptive business practice to secretly upsell.

  

  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 billing team member to assist you. Please be on the lookout for a call or email. Thanks again. 
  
  

  Customer Answer

  Date: 12/04/2023

   
  Complaint: 20941151
  
  I am rejecting this response because: just words at this point with no resolution.
  
  Sincerely,
  
  ***************

  

  Business Response

  Date: 12/05/2023

  Hi there, 

  Your complaint has been shared with our team and they will be in touch. Please look out for a phone call or email. Thank you. 

  Customer Answer

  Date: 12/07/2023

   
  Complaint: 20941151
  
  I am rejecting this response because: still, just words.  no resolution.
  
  Sincerely,
  
  ***************

  

  Business Response

  Date: 12/11/2023

  Thank you for the feedback. We have circled back with our patient relations team. You should have received a call or email from a team member to help you find a positive resolution to your issue. Thanks again. 

• Initial Complaint

  Date:11/13/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a televist and I paid my $35 copay, however I received an email stating that as per our agreement that I signed on 09/06/23 they charged my card for $86.11. they did this without my permission. I am only subject to a $35 copay not sure what happened. I already disputed the claim with my insurance. I also don't remember signing any such form. When I go to my patient portal I have no stored method of payments and it clearly states that when a card is stored( which mine is not) that they will not charge anything without my permission. I have disputed the charge with my bank as well. This is just wrong. It's stealing.

  

  Business Response

  Date: 11/14/2023

  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. 
  
  

  Customer Answer

  Date: 11/14/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:11/10/2023

  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 visited my provider to receive a prescription for medication needed in a timely manner prior to travel outside of the **. When I went to pick up the medication from the pharmacy, the dosage for two of the three medications was incorrect and the third medication was wrong altogether. Fortunately, I was paying attention and didn't take the medication. For the next three days I called the provider a minimum of two times each day only to be received by the call center and transferred to my provider's office only twice. Each time I was told that the call center would leave a message, **** it as urgent, and that somebody would call me back. Nobody ever called me back.At some point the message got through and the provider's office updated the quantity on the medications; but, they still got the dosage and required vaccine wrong. It is now effectively 4 days later and I still have not been able to get my prescription corrected. Today, I called the provider three times and now have to wait until Monday to go into the office. At this point. I won't have the medication in my system for long enough to be effective prior to arriving in the country I am traveling to. It is absolutely absurd that it is so difficult to speak with somebody in the office of my provider. On top of that, it is maddening that I cannot rely on my provider to write a prescription for the correct medications/vaccines and dosage. Even worse, that they can't be bothered to fix it in a timely manner.

  

  Business Response

  Date: 11/13/2023

  Thank you for reaching out. We have escalated your issue to both our patient relations and call center team to assist. Please be on the lookout for a call or email from them. Thank you again. 

• Initial Complaint

  Date:11/09/2023

  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.

  05/25/2023 I received two inoculations during an office visit, which are by insurance. I have been repeatedly billed by Village Medical for $294. I have sent numerous messages through the patient portal and spoken to several people in the billing **** with no success. I even contacted them with my insurance rep on the line, but the person we spoke with in the offshore billing **** couldn't seem to understand what the issue was. In early October, spoke to ****** in the Village Medical escalation **** who said this appears to be a coding error by the office and assured me this would be handled and I would receive a call back within five business days, which never happened. I also spoke with ************** in billing during the same call, who assured me this was being marked as a priority and that I would also receive a call back from them within five business days. The phone number for provider support at Humana was given to them for assistance. I have not heard from anyone and am still being billed. Today, 11/09/2023, I called again, and was advised by ********** in billing that they will contact the provider team phone number at Humana for assistance but it will take up to fifteen business days for them to get back to me. I just don't know what to do at this point other than file this complaint.

  

  Business Response

  Date: 11/13/2023

  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. 
  
  

  Customer Answer

  Date: 11/20/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:11/09/2023

  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.

  Good Day:My name is ********************, and I am a current patient of *******************************, whose practice is located in ********, ************.I would very much like to know if you will be re-newing ****************************** membership in The Prospect Medical Group for calendar year 2024.I HAVE SPOKEN TO HIS OFFICE SEVERAL TIMES, AND I AM BEING TOLD THAT YOU HAVE NOT TOLD HIM/THEM ANY UPDATED INFORMATION IN REGARDS TO THIS MATTER, AS OF LATE OCTOBER 2023.THAT IS WHY I AM CONTACTING YOU THROUGH THE BBB!If you do not know yet, as of Thursday, November 9th, whether or not he will be re-newing his membership in The Prospect Medical Group,BY WHAT DATE WILL YOU KNOW?? ALSO; PLEASE BE ADVISED THAT *************** SHIELD OR ************ IS " ASSUMING " THAT YOU WILL BE RE-NEWING HIS MEMBERSHIP,AND, AS A RESULT, PLANS TO MOVE ME TO A DIFFERENT ******** ADVANTAGE PLAN (MORE COVERAGE/MORE PERKS) in/for 2024.OF COURSE, THIS WILL NOT HAPPEN IF YOU DO NOT RENEW HIS MEMBERSHIP!!SO; PLEASE LET ME KNOW WHAT YOUR INTENTIONS ARE/WILL BE WITH RESPECT TO THIS SITUATION AS SOON AS POSSIBLE, SO THAT I CAN PLAN ACCORDINGLY!!Thank you for your time and efforts,******************** **************, ****at ************************

  

  Business Response

  Date: 11/10/2023

  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. 

  Customer Answer

  Date: 11/11/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and 

  they are telling me that they will be contacting me " soon "....

  I will wait until Monday, December 4th for a direct response from them.

  If  they do not communicate with me by then, I will contact you for further

  instructions and assistance.

  THANK YOU!!

  Sincerely,

  ***************** at *************************

• Initial Complaint

  Date:10/27/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I saw the doctor for my yearly physical which is covered by insurance at 100 %. They are trying to bill me for additional charges that are not valid. If i asked the doctor a question that and was going to be billed for the answer they should have warned me. I have had yearly physicals all my life and this has never happened. They are charging for invalid services. This is a form of price gouging and should be illegal!

  

  Business Response

  Date: 10/30/2023

  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. 
  
  

  Customer Answer

  Date: 11/01/2023

   
  Complaint: 20789739
  
  I am rejecting this response because:
  This issue has already been escalated by the business and they did nothing to resolve it.  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 11/01/2023

  Hi ************** - I received confirmation from our billing team that you balance was adjusted as appropriate. We hope you find this resolution helpful. Please feel free to contact our team at ************ or ******************************** with any questions or concerns. Thanks. 

  Customer Answer

  Date: 11/02/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:10/24/2023

  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 have been seeing the same endocrinologist for some time now. Within the last two years, my insurance provider or plan has not changed. On 7/31/23 my endocrinologist office contacted Village Medical (my PCP) to request a referral. Village Medical responded that one was not needed. Now, my endocrinologist is charging me out of pocket cost given that the insurance is not covering these visit. The following visits are: 08/04/23, 08/19/23, and my 09/29/23 was canceled given that I needed to pay the out of cost expenses for previous visits. Village Medical made the mistake with the referral request and one of their reps took ownership. This is the message sent to me to my portal: "Hello ********************, Below is the contact info. and ins. auth. for your record. Ordered by ******************: ENDOCRINOLOGY, ********************* SPECIALIST REFERRAL - ********************************* *************************************************************** Ph ************** INS. AUTH. # U23272AUDF Effective 09/29/2023-03/27/2024 for 12 visits I have faxed over the order/clinical/ins. auth. to ******************** office. You should be all set for your appointment. FYI: there was a little confusion due to your ins. card shows your ins. to be a PPO. But it's an HMO plan. ******* RRC VMD" Per my records, in January 2023 the first referral was sent to my endocrinologist for the start of the year. I have contacted Village Medical multiple times and I continue to get the run around. These are the times that I have contacted Village Medical 9/29/23, 10/02/23, 10/09/23 (2xs ************* 10/17/23 (2xs ************* 10/19/23, 10/23/23, and 10/24/23. I can never be connected with a supervisor/manager from their referral department. They continue to send messages and label them as (priority/urgent) for someone to call me and no one ever does. Today (10/24/23) I tried to contact my local Village Medical and was unable to speak with someone there. However the rep was able to connect with them and they stated that someone will call me back.

  

  Business Response

  Date: 10/26/2023

  Hi there and thank you for reaching out. We have escalated your complaint to our patient relations team. Please be on the lookout for a call or email from a team member to assist you. Thank you. 

  Customer Answer

  Date: 10/26/2023

   
  Complaint: 20778023
  
  I am rejecting this response because: This is not the first time my concern has been sent to "escalations" with the same commitment of someone reaching out to me. The last time it was sent to escalations, ************** "Took" down my concern. He lacked empathy, concern, and simply did not make me feel like he was actually going to do something. I have now been waiting at least 3 business days since he took my complaint for someone to call, email, or message me through the patient portal. I lack trust that someone will make any effort. 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 10/27/2023

  Hi ******************** - we appreciate your patience and assure you a team member will be touching base with you to help resolve your issue. Thank you. 

  Customer Answer

  Date: 10/31/2023

   
  Complaint: 20778023
  
  I am rejecting this response because: It's been 4 days since this response and I have yet to hear back from anyone! 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 11/01/2023

  Complaint has been escalated to our patient relations team and the practice manager is handling reach out. 

• Initial Complaint

  Date:10/09/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had multiple calls and emails into their billing department since 7/31/23 regarding a coding issue with my insurance company for labs and their calls department keeps asking me for 30 business days to resolve. Just found out in 10/2/23 that nothing had been done on the matter while ** being sent to collections by the laboratory. My complaint is based on what I feel is being stringed along and me waiting for a call or someone to help me when in reality nobody has been working on the case. Even my insurance company talked to them on 8/24/23 to explain how they could use a different coding to get the lab work covered and nothing was done. I talked to numerous people, ****** who is a manager or so he said he was who promised me a call back and nothing was done again.

  

  Business Response

  Date: 10/11/2023

  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. 

  Customer Answer

  Date: 10/16/2023

   
  Complaint: 20716367
  
  I am rejecting this response because:

  your team has not helped me and now I feel like Im getting a retaliatory bill for $315. They claim they cannot change the billing code when it was explained by the insurance company that all they need to do is assign one of my diagnoses so it would be covered. I am now needing to pay over $500. I will seek out a different provider for my care in the future as I feel like I cant get any help and now Im being further impacted by additional bills from your team in what seems retaliation for submitting this complain as nothing was ever requested until this complain was started. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 10/16/2023

  Thank you for your feedback. We have reached out to our billing team to give us an update on your complaint. Please be on the lookout for a phone call or email. Thanks again.

• Initial Complaint

  Date:10/03/2023

  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.

  My mother *********************************** is elderly and blind, I am her daughter ***************************** who is also her authorized representative and caregiver. It seems the doctor's ****** where I take my mother to, Her primary care provider, has been nothing but problems from day one!Her primary care doctor's ****** has been trying to build my mother, Almost $300 for referrals?!! Mind you, referrals that did not work! The reception said when I asked for her to give me details about that charge, Could not do so , very unprofessional and incompetent of her job! She said somebody named ***** would call me back to explain the charges!? To this day. No, ***** ,has called to explain anything. But send another bill . the representative who Claim to help me when I called on the fifth call to get information, was ***** ! when I mentioned how ***** was supposed to call and never did, she didn't bother to say excuse me or I'm sorry I never called again to this day. Nobody has bothered to give detail of what they're billing for . But they're trying to rip my mother off. And take $300 from her. When they do not charge for referrals !!. That's ludicrous and absurd. ! As I mentioned. That was my doctor previously and I never paid for referrals as this twit of a receptionist said. Somebody needs to reprimand that ****** and get workers that know their job. THEY can't explain why they're trying to take money from somebody Elderly who has access medical coverage !

  

  Business Response

  Date: 10/06/2023

  Thank you for your feedback and for bringing this to our attention. We have escalated your issue to our billing team. Please be on the lookout for a call or email. Thanks again. 

• Initial Complaint

  Date:09/12/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went for treatment at Village Medical in ********** ** on 6/19/23. I presented my insurance card and my *** details. I received a bill (******) from Village at the beginning of July. I called them and stated it was paid by my *** Check number ******* cashed on 7/19/23. They asked me to send an email with the details. I sent the email with all the payment information along with the check number that was sent by the *** (****** Health) and the date it was cashed. I received an email back stating I would hear back in 5 days. When the 5 days was up i sent an email for status and received an email back stating they could not discuss by email. I then started receiving daily phone calls about an unpaid balance. every time I give them the information and get nowhere. I have asked to speak to supervisors and get placed on hold only to have the phone disconnected after waiting 35 - 40 minutes. The billing department is now harrassing me daily with calls.

  

  Business Response

  Date: 09/14/2023

  Thank you for your feedback and for bringing this to our attention. We have escalated your issue to our billing team in hopes of a positive resolution. Please be on the lookout for a call or email. Thanks again. 

  Customer Answer

  Date: 09/14/2023

   
  Complaint: 20593175
  
  I am rejecting this response because:
  This was already escalated to your billing team on August17 and I was told there would be a resolution within 15 business days.  I called on September 8th and was again told it would be escalated to the billing team.   Up until yesterday I was receiving harassing calls daily. 
  Sincerely,
  
  *************************

  

  Business Response

  Date: 09/15/2023

  Thank you for the update. We have escalated your update to a billing team member who will be reaching out to you. Please be on the lookout for a call or email in the coming days. Thank you.