Complaints

This profile includes complaints for Zoom Care's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Zoom Care

  1455 NW Irving St Ste 600 Portland, OR 97209-2277

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  Zoom Care

  17815 SW 65th Ave Lake Grove, OR 97035

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  Zoom Care

  607 NE Grand Ave Portland, OR 97232-2728

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  Zoom Care

  7421 SW Bridgeport Rd # 220 Portland, OR 97224-7707

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  Zoom Care

  11355 SW Scholls Ferry Rd Beaverton, OR 97008-7167

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:06/26/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was treated at their clinic for an infection and told to come back for a follow-up. When I booked the follow-up I was told I would not be charged for the second appointment. When I arrived the person said "I confirmed that this falls under or global coverage and you won't be charged." A couple days later I received a bill. Despite numerous attempts to get them to waive the bill, and them admitting that their employee did tell me I wouldn't be charged, they're saying I'm responsible for their mistakes. This second appointment was unnecessary and I told them, at the time I was seen and after the fact, that I would not have come in if I was gonna be charged for the visit.

  Business Response

  Date: 06/30/2025

  Thank you for reaching out and sharing your concerns. We sincerely apologize for any confusion or frustration this experience has caused.

  After a thorough review of your account, wed like to clarify a few points regarding the billing for your follow up visit. In general, a "Global Period" applies only when a procedure is performed and typically covers follow up care related to that procedure. In your case, your provider coded both visits as standard, non procedural visits, meaning that they do not fall under a global period and are subject to normal billing.

  That said, we understand and acknowledge your reports of being informed of the Global Period that we do offer. We recognize that miscommunication contributed to your frustration.

  While billing for services rendered is aligned with the on coding used for the visit and policy, we want to do right by our patients. As a gesture of goodwill, in acknowledgment of the confusion, a $150 financial accommodation was applied to your balance on 06/26/2025 during your phone call with our Billing Associate. At this time, no further financial accommodations can be applied.

  We are committed to improving our communication and internal training to help prevent this type of issue from happening again. If you have any further questions or concerns, please dont hesitate to contact us.

  Customer Answer

  Date: 06/30/2025

   
  Complaint: 23523862
  
  I am rejecting this response because: I only went to the appointment because I was told I would not be charged by their representative. The fact that they're still trying to charge me is corrupt to the core. They need to do the right thing or suffer a severe legal penalty.
  
  Sincerely,
  
  ******* **********

• Initial Complaint

  Date:03/04/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a collections notice for fraudulent charges. I paid an invoice that included a self-pay discount of $178 in April 2024. I have a receipt that says I owe nothing, my online profile says I am up to date, and I have not received any bills, notices, calls, or communication from ZoomCare about any outstanding charges whatsoever.Once I called ZoomCare they sent me an altered invoice that showed in DECEMBER 2024 - 8 months after my balance was paid in full, they decided to reverse a self-pay discount and promptly sent me to collections.

  Business Response

  Date: 03/11/2025

  Thank you for reaching out to ZoomCare!

  After reviewing your billing information, we see that a ********************************* policy was presented for your 04/16/2024 ************* visit. Please note that ZoomCare is not contracted with *** for ************* services. When a patient opts to proceed with care under this service line, they are charged ZoomCares self-pay rate. Accordingly, you were initially charged the self-pay price of $275 for your visit, which was paid on 04/18/2024.

  On 11/02/2024, you contacted ZoomCare requesting a visit receipt to submit a claim to ***. On 12/19/2024, ZoomCare received notification from ***, dated 11/13/2024, indicating that a claim had been submitted for your visit. This claim was not submitted by ZoomCare. To ensure UHC was billed correctly with the appropriate service codes, the initial self-pay charge was reversed on 12/19/2024 to allow for processing through UHC.

  On 01/08/2025, UHC issued a Summary of Benefits denying the claim, which resulted in the full billed amount of $453 becoming the patients responsibility. Since you had initially paid $275, this left a remaining balance of $178.

  As part of ZoomCares transition to a new electronic health records (EHR) and billing system in 2024, we partnered with ****************** to manage outstanding balances from our legacy system. While your account was transferred to ******************, please note that your balance was not sent to collections but was simply being managed through this service.

  Upon further review, our Billing Team has worked with ****************** to remove the $178 outstanding balance and reapply the self-pay adjustment on 03/05/2025, bringing your balance back to $275 with no remaining amount due.
  

  If you have any further questions, please dont hesitate to reach out.

• Initial Complaint

  Date:03/04/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'm filing a complaint regarding Zoomcare because I scheduled a visit for my son for February 10, 2025. We thought he might have pneumonia. The attending "doctor" turned out to be a naturopath--so not a licensed medical doctor--and the insurance company refused to pay the $530 bill because they don't cover naturopathic medicine. Thank goodness my son received a flu test, a strep test and was prescribed pseudoephedrine and ***********. This is in line with a normal licensed doctor. I feel blindsided to find that an urgent care facility in our state can staff their facility with people *** are not actually doctors. Even though I have no complaints against the "doctor" *** appropriately cared for my son, I don't feel that it should be legal for Zoomcare to advertise that they are a medical facility if they don't actually always have medical doctors in charge of care. Reasonable consumers would expect to get science-based care at a medical facility. My insurance company has agreed to process the claim again and perhaps will pay the claim as a one-time favor. In addition to this, I was frustrated to find that ZoomCare does not run insurance on prescriptions. They had my son's medication all set with his name on it at the end of the visit. They presented me with the bill. This felt like a pressure tactic and I should have insisted that they send the prescription to my normal pharmacy. Now I'm having to file the prescription claim myself which may also be denied because the person *** wrote the prescription is not a medical doctor.

  Business Response

  Date: 03/21/2025

  Hello,
  
  Thank you for sharing your concerns regarding your son's recent visit to ZoomCare. We apologize for any frustration you experienced, and we want to address your points thoroughly.
  
  First, I want to clarify that our Naturopathic Doctors (NDs) are fully licensed, highly trained primary care providers. They are qualified to diagnose, treat, and manage patients with both acute and chronic conditions, in alignment with evidence-based medical practices, much like the Nurse Practitioners (NPs) and Physician Assistants (PAs) on our staff. All of our NDs, NPs, and PAs work under the supervision of a team of Medical Doctors (MDs). While this team of supervising MDs may not always be physically in the clinic, they are always available to assist our providers in medical decision-making. They also routinely review medical charts to ensure the highest standard of care possible is provided to our patients.
  
  We do not have any unlicensed providers at ZoomCare. We provide information on our website FAQ about the types of providers available when scheduling at ZoomCare. Additionally, there is a dropdown menu on the booking page that allows you to choose your provider. The dropdown defaults to "Any provider," but by clicking on it, you can view the provider(s) working at the clinic and their credentials (ND, NP, PA, MD). I've included screenshots from our website and our booking partner SOLV to help clarify this.
  
  That said, I appreciate your feedback regarding the provider information not being immediately obvious. While our NDs are fully capable of providing high-quality care, we understand the importance of transparency and want to ensure our patients are able to make informed decisions about the care they receive when scheduling. We are continually looking for ways to improve this transparency, and your feedback is incredibly valuable. Ive made sure to forward this to our Patient Experience team.
  
  Regarding your billing concerns, most insurance companies treat care provided by an ND in the same way they treat services from an NP, **, or MD primary care physician, and our contracts with these insurers reflect this. However, despite being licensed physicians, some insurance companies may not include *** in their networks or contracts, meaning they do not cover services provided by ***. This is not something we are able to verify on a plan by plan basis. We always recommend that patients contact their insurance provider prior to their visit to confirm coverage, regardless of the provider with whom you are scheduling. If you have any other questions about your son's billing information, I recommend contacting us directly by calling ************** to speak to one of our Patient Billing specialists directly.  
  
  Lastly, I apologize if it was not clearly communicated that medications cannot be billed through insurance. This is a standard policy across all of our clinic locations, as we are not contracted as pharmacies. Therefore, if we attempted to bill your insurance for medications, it would be denied outright. We strive to ensure that the majority of our medications are competitively priced. Of the more than 100 medications we stock, half are priced at $15 or less, and roughly 80% are under $25. We also aim to have clear conversations about your options and provide you the space to decide if you would prefer to have the medication sent to a local pharmacy instead. Again, I'm sorry if you felt you didn't have this option. 
  
  Please know that your feedback has been shared with the appropriate teams. Its our aim to provide a high-quality and delightful care experience, what we call the Perfect Visit. All feedback is used to improve our systems, as well as for individualized coaching and professional development where applicable. We encourage you to continue providing feedback on your experiences with us, as there are always lessons to be learned from our patients' concerns.
  
  Thank you again for choosing ZoomCare and trusting us with your son's health. Its a responsibility we dont take lightly, and we hope to have the opportunity to care for you again in the future, so we can continue to perfect your Perfect Visit.
  
  

  Take care,
  
  ***** *.
  Patient Support Center/Patient Escalations
  ZoomCare
  

  Customer Answer

  Date: 03/21/2025

   
  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. Zoomcare should do a better job of making it clear that they employ practitioners that may not be PAs, MDs or Nurse Practitioners. In addition, they should always first ask patients if they would like to get their medication in the office or have the prescription sent to a pharmacy. 
  
  Sincerely,
  
  ******** **********-*****

• Initial Complaint

  Date:12/09/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 an appointment on 4/29/24 that included bloodwork. The bloodwork was coded "CPT codes ***** Thyroid stimulating hormone, payable as preventive age 0-90 days or less," my health insurance will not cover it since I am 32 years old. I did not bring a child in with me to the office and the rest of the exam was not for a child, I'm not sure why they would charge me for a child's exam. I was also charged for a "CPT codes *****" test and it was not covered under my health insurance because I was not labeled as overweight. Again, even though I am overweight according to my chart. I was also charged for a cholesterol "CPT codes *****" panel and it was not covered because I did not meet a diagnosis code. Again, even though I have a family history of health problems relating to high cholesterol.I emailed ZoomCare billing to get this resolved when I saw the charge pending in my bank account in august. They said it was an adjustment and to speak to my health insurance. I contacted my health insurance that gave me this break down on the charges. ***************** cannot approve these charges because most are not covered under my insurance. Zoomcare said this would take ***** days to be resolved and now its been almost 4 months since I first contacted them about the issue.I emailed ******* at zoomcare, she responded in september said that the refund process hasn't been approved or denied. I emailed again november 8th without hearing back on the subject. I also dont see adjustment on my health insurance's site either.

  Business Response

  Date: 12/23/2024

  To address all of the concerns individually, I have organized the original message into sections:

  
  "I went in for an appointment on 4/29/24 that included bloodwork. The bloodwork was coded 'CPT codes ***** Thyroid stimulating hormone, payable as preventive age 0-90 days or less,' my health insurance will not cover it since I am 32 years old. I did not bring a child in with me to the office and the rest of the exam was not for a child, I'm not sure why they would charge me for a child's exam. I was also charged for a 'CPT codes *****' test and it was not covered under my health insurance because I was not labeled as overweight. Again, even though I am overweight according to my chart. I was also charged for a cholesterol 'CPT codes *****' panel and it was not covered because I did not meet a diagnosis code. Again, even though I have a family history of health problems relating to high cholesterol. I emailed ZoomCare billing to get this resolved when I saw the charge pending in my bank account in August. They said it was an adjustment and to speak to my health insurance. I contacted my health insurance that gave me this breakdown on the charges."
  
  -There is no guarantee that services will be covered under the patients benefit plan, even with coding corrections. Insurance representatives provide customer service and cannot adjust claims or guarantee coverage. Although a corrected claim was submitted to United Healthcare on 08/21/2024, *** determined that the remaining balance was the patients responsibility as of 09/25/2024.
  

  Timeline of Responses and Actions Taken:
  
  - 08/07/2024: The patient emailed regarding the auto-charge notification. They were informed their insurance denied the claim. A courtesy in-network adjustment was applied, and the patient was advised to review their statement with their insurance for further questions.
  - 08/12/2024: The patient contacted us again with specific concerns about coding. A request for a coding review was submitted for the claim.
  - 08/21/2024: A coding review was completed, and a corrected claim was sent to United Healthcare.
  - 09/25/2024: ***************** denied coverage for the corrected claim.
  

  It was communicated to the patient that the request for the claim submission was submitted and the review may take time. Regarding coverage and determination of patient responsibility, there is no guarantee that services will be covered under the patients benefit plan, even with updated ICD codes. Insurance representatives provide customer service and cannot adjust claims or guarantee coverage. In the screenshots the patient provided, the representative told the patient, "The tests they ran cannot be paid as preventative care based on your age." This is a limitation set by ***************** per their benefit plan details and is not determined by ZoomCare. *** determined that the remaining balance was the patients responsibility as of 09/25/2024. The patient acknowledged this fact "***************** cannot approve these charges because most are not covered under my insurance."
  

  - ZoomCare is not responsible for United Healthcare's determination of coverage.

  "ZoomCare said this would take ***** days to be resolved and now it's been almost 4 months since I first contacted them about the issue. I emailed '*****' at ZoomCare, she responded in September said that the refund process hasn't been approved or denied. I emailed again November 8th without hearing back on the subject. I also don't see an adjustment on my health insurance's site either."
  
  - The patient received responses to all communications sent to ZoomCare.
  - On 09/03/2024, the patient was informed that the claim correction process would take 3045 days on average and might take longer due to reprocessing. 22 days later, on 09/25/2024, the corrected claim was finalized by ***, and the patient would have received an updated Explanation of Benefits (EOB) from ***************** via their preferred communication preferences with UHC. The patient responsibility on the patients UHC portal will remain the same as the original claim, although the claim has been corrected, UHC's determination was the same.
  - On 11/08/2024, the patient contacted ZoomCare again and was informed *** had not changed its decision, and the services remained uncovered. An electronic invoice was sent to the patient via email.
  - On 11/28/2024, the patient contacted us again. A response was sent on 11/29/2024, reiterating that *** denied the claim, and further questions are best directed to UHC.
  

  In summary, what was communicated to the patient is still accurate, a refund will not be issued to the patient. Their insurance company has denied coverage, determining the final balance to be the patients responsibility. While we understand insurance can be confusing, as an insurance beneficiary of *****************, it is the patient's financial responsibility to settle all remaining balances once claims have finalized. Additionally, it is ZoomCare's contractual obligation to collect any amount UHC determines to be patient responsibility. 

  Customer Answer

  Date: 12/23/2024

   
  Complaint: 22617026
  
  I am rejecting this response because: i orignally included a statement from united saying they would cover my bill if it was coded correctly. I also included screenshots showing that this could be coded correctly by zoom, they are choosing to not. Also choosing to not response.

   

  at this point, I would like my money back. Zoomcare has lied several times to me about my care and services they provide. They took money from my account without giving me accurate information on the costs then billed me for a service I didn't receive. I am not a child, I'm not sure why I would be charged for this child's test. 

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

• Initial Complaint

  Date:12/03/2024

  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.

  Balance sent to Collections - Zoomcare had an unpaid appointment in May of 2023 but never listed that there was any past due balance on their online portal for well over a year. The customer service *** advised that they sent letters but as the balance was exactly the same as the current visit payments and they did not list there was still a past due balance in my account it was not made clear that this was a separate balance still due. I was advised that this was because they changed their portal for payment when that balance was due in 2023 and completely removed that balance from view on my online account from my end. I have been into the office multiple times over the last year and not at anytime did any of the desk staff advise me I had an outstanding bill due. If they cannot reverse the collections I would like them to work with the collections company they hired *** to reverse the **** that will appear on my credit ***ort as their billing practice in this scenario was negligent at best and deceitful at worst.

  Business Response

  Date: 12/24/2024

  I have broken down all the communication efforts made by ZoomCare to collect the balance below including all of the details that have been communicated to the claimant directly. Our records confirm that ZoomCare followed all necessary procedures for collecting the balance and are aligned with ZooomCare Terms and Conditions. Multiple statements were mailed, voicemails were left, before and after the ZoomCare portal system transition on July 9, 2024. Additionally, the patient would have received an Explanation of Benefits (EOB) from Moda regarding past due balances remaining for the claims.

  Unfortunately, we are unable to reverse the collections. To resolve this matter, please contact *** directly to inquire about payment and discuss the possibility of removing the collection entry from your credit report.

  Communication Efforts to Notify the Patient:

  Statements: 
  -Date of Service 05/14/23 5 statements were sent to the patient between 06/07/2024 and 08/23/2024 notifying the patient of the past due balance. 
  -Date of Service 06/18/24: 5 statements were sent to the patient between 07/30/2024 and 08/27/2024 notifying the patient of the past due balance. 
  -In addition to ZoomCare issued statements, as a Moda beneficiary, the patient received an Explanation of Benefits (EOB) from Moda within two weeks of the claim finalizing. The claim for the May 14, 2023 visit finalized on April 1, 2024, and the claim for the June 18, 2024 visit finalized on July 9, 2024.

  
  Phone Calls and Voicemails: 
  -08/23/2024 ZoomCare Billing Specialist contacted the patient via phone number on file regarding past due balances and left a voicemail to call back informing them of past due balance.
  -11/22/2024, ZoomCare Billing Specialist contacted the patient via phone number on file regarding past due balances and left a voicemail to call back informing them of past due balance in a last attempt before sending balance to QCI.
  -91 days between final statement and voicemail before being sent to collections.

  On 12/03/2024, the patient contacted ZoomCare via email and phone in addition to an email on 12/04/2024 about being sent to collections, expressing frustration that they could not see the balance in the new portal. They requested the balance be removed from collections, the ZoomCare representatives explained the proper process was followed and ZoomCare made ample attempts to collect the balance via mailed statements, electronic statements, phone calls and voicemails. The patient followed up by email, reiterating they were not informed of the balance and could not see it in the portal, and requested retraction from collections. The representative responded, confirming the correct procedure had been followed, and advised the patient to contact QCI directly. On 12/04/2024, the patient emailed again regarding the portal visibility, and the representative clarified that the original portal was accessible until 07/09/2024 and reiterated the need to contact QCI for resolution.
  
  
  ZoomCare Portal:
  -The balance was visible in the original ZoomCare portal until 07/09/2024, after which the portal transitioned to a new system and the balance was no longer visible through that system. Although the portal was transitioned, the ability to make payments according to statements received was still available. Directions on how to make payments for past due balances is on each statement.
  -Clinical staff do not manage billing or payment information. Desk staff are not responsible for notifying patients of outstanding balances, as the billing department handles this communication. Importantly, ZoomCare does not restrict patients from receiving care based on outstanding balances or collections status.

  Customer Answer

  Date: 01/12/2025

   
  Complaint: 22633896
  
  I am rejecting this response because: I followed up to the last communication 12/4/24 regarding the payment representative saying this bill would have shown prior to the portal change, they did not follow up with any explanation: 

  Yes and I paid multiple times on the portal in 2024, why wasnt that balance in my old portal for me to pay is the question, why did this ONE balance only get sent via mailed statements and why did it not show on my account in the previous system as a payment past due when I logged in.
  
  
  All of this is on Zoom Care to answer because it was your system I should have been able to accurately access in the first place. I am forced to work with the collections agency for a bill that you did not make clear was due on my account or be even more screwed on credit than I am because you already sent it to collections - there should never have been an issue in the first place if your systems had accurately shown what what due on my side of the portal. 
  
  
  The fact that you keep repeating you followed policy doesnt change that this bill was inaccessible to me to pay from your systems.

  I would like an explanation of why this didnt show up on my side of the portal when I was paying any of the two or three other times I was making payments prior to the portal change.

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

• Initial Complaint

  Date:08/13/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  March 30th 2024 date of service was billed incorrectly as an initial wellness exam. My insurance stated that they do not accept ZoomCares own code of *****, and that it needs to be rebilled correctly with the proper office visit code of ***** so it can be processed like all of my other similar claims. I attempted to discuss this with ZoomCare and they are refusing to change the code and rebill as required by *****. This is a common issue that many other healthcare providers deal with on a daily basis. ZoomCare is negligent in their practices and acting in Bad Faith by not doing their part to resubmit with the correct code as required by insurance.

• Initial Complaint

  Date:07/28/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  ZoomCare has long had a string of terrible customer service. The latest in this history, they migrated customer portals, eliminating access to my billing information and past visit history with NO WARNING. To this day, have no access to my past visit information. How is this legal?

• Initial Complaint

  Date:07/19/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Company has very deceptive practices. They tell you whatever you want to hear over the phone to get you into the office even though they know the care they are providing is not beneficial.Having COVID and wanting to get medication to lessen the severity, they told me over the phone that they could 100% help. The provided a prescription for Paxlovid. For over a year now, ****** has greedily increased the cost from ~$500 to $1,400.Insurance will only cover a small amount of that and Zoom Care knows this. Nobody in the bottom 98% of income earners can afford to pay $1,000+ for a glorified flu drug.Now, Zoom Care will want their money for what they know is a useless prescription.Do not go to Zoom Care for any assistance with Covid related illnesses.

• Initial Complaint

  Date:06/14/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 care at Zoom Care beginning in January 2024. I received one bill and began making payments. I then emailed into the A/R to verify my payments were being received. Also to verify the amounts I was paying were going to keep me out of any collections. I received an email back 3 months ago, from *****, indicating the $50/month was acceptable and approved - I would not be sent to collections. I have this in writing and can send supports if needed. I did not receive any more bills and I could not access any online either. I emailed in again and asked to get bills so I could see my balance. I was sent a bill then told by ***** that I needed to pay more money - upwards of $150/month in order to not go to collections now. I had sought no new care since the initial written agreement. I attempted to explain the detrimental reliance in this case. I relied on the prior agreement to coordinate other billing plans with other companies I needed to pay. I do not have additional funds to increase the monthly payment amount. I detrimentally relied on the previous email from ***** and I do believe that Zoom Care cannot go back on the memorialized agreement - especially since I sought no new care (they stated they have new billing terms). They are estopped. ***** wrote me back and essentially stated that is too bad, to pay the amount offered and they would give me a credit. I did not agree. I then called in today and asked to talk with a supervisor about this. ***** was the gal who took my call. She stated their supervisors do not take calls. I asked twice and she said there was no one I could further escalate my concern to. Thus, I let her know I would go ahead and submit a complaint here.

• Initial Complaint

  Date:06/10/2024

  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.

  On April 7th, I needed medical attention and contacted ZoomCare, who confirmed that my **************************************** was in-network. This information was also verified on ZoomCare's website, listing ****************** Blue Shield as a contracted partner. At the clinic, I presented my ID and insurance card and was assured once again that my insurance was accepted.However, on April 23rd, I received an automated email indicating that my card was charged $228.86, despite my expectation of a $40 copay based on ZoomCare's assurances and my insurance plan. I called ZoomCare during the week of May 6th, where they reiterated my coverage and we jointly contacted Premera BCBS. ZoomCare stated they would submit a new claim, affirming that I should only owe the $40 copay.Despite these assurances, the new claim was never submitted, and today, June 10th, I followed up with ZoomCare and was informed that they will not be submitting a new claim and that I remained liable for the $228.86. I feel misled by ZoomCare's multiple assurances regarding my insurance coverage, and I am concerned that other individuals may also be misinformed by ZoomCare's claims of being an in-network provider for Premera BCBS.

  Business Response

  Date: 06/24/2024

  *Please see attached response*