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

• 

  Zoom Care

  607 NE Grand Ave Portland, OR 97232-2728

• 

  Zoom Care

  17815 SW 65th Ave Lake Grove, OR 97035

• 

  Zoom Care

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

• 

  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:07/28/2023

  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 went in for some stomache pain that I was having, under the assumption they took my insurance because that's what it said on their website. Once I was seen by the Dr. I was mis-diagnosed for a ruptured appendix, so they scheduled me another appointment on the same day to go get more tests and scans done. I did all this, still under the assumption my Insurance was covering it, nobody said i wasn't covered when I initially signed in either. After all the tests, blood work, scans I was told that my insurance actually wasn't covered and I had to pay 500 just to get misdiagnosed, and **** for additional tests with my insurance covering none of it. Out of bitterness I neglected to pay and it's now in collections with a company called quick collect who is now filed to **** I've never had a worse experience with healthcare in my life, you guys are the worst, it's really unsetlling how you pull the rug out from people after doing all the tests then to tell them how much they owe and go after them. I was just about to put money down on a new house and our lease is up, now we have to pull money out of somewhere we don't have just to not get a judgement made against us and then we'll have no money for a down payment.. I hope nobody has to experience this.

  Business Response

  Date: 08/14/2023

  Hi ******, 

  I am sorry to hear about your experience in regards to your billing when seeking care at our facility. We try to make the billing processes with Insurance and estimates as smoothly as we can and make every attempt to resolve balances before escalating the account further. 

  Your visits were last year (End of 2022) and looking at your benefits, it wasn't that you were Out of Network. It's that your plan had a high deductible of $3,250 that you have to meet before your coinsurance benefit of 20% takes effect. This means that per the plan you enrolled in with ********** Blue Shield, that your patient responsibility is the full allowed amount (rate set by your insurance company) for the services that were rendered until you meet your deductible of $3,250. This is why you received a bill and we did let you know this estimate at checkout. We have a note that you had concern for your insurance and the cost but that we would await for your claim to process with your insurance to see what they finalized your patient responsibility as. Next time you enroll in your  health insurance, see if there is another option for copayment versus a deductible plan. This could help reduce the need for paying towards a deductible before your insurance company begins to be partially pay for costs in your care.

  Over the course of 6 months we've made 12 attempts to contact you across phone, mail, and email in order to resolve the balances for the care provided. You would have also received an explanation of benefits for both of those claims from your insurance company. We did not receive any response from you in regards to this matter nor in regards to your experience with your care. We would have been more than happy to discuss options with you but did not receive a reply to any of our attempts. Due to this, your account was escalated to collections. Based on the contact information you provided on this form, this matches your patient record of where we attempted to contact you. At this point, all communication and resolutions do have to go through Quick Collect and we would be unable to assist further with this balance at this point. 

  I will document and share your feedback to our leadership team regarding your experience. Thank you for taking the time to share your feedback. 

• Initial Complaint

  Date:06/09/2023

  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.

  I am writing this complaint but I doubt it will go anywhere.Monday June 5th I scheduled an appointment online due to a broken wrist. I put in the criteria online to locate a zoom that could help me with broken bones and do x rays. The location it offered me and made my appointment with was not the right one. However, I did not find this out until I went there, was seen by the doctor and was told they would have to send me to another zoom care because they did not have the supplies to take care of me. The cost of this appointment was $225. Why on earth they did not tell me this during the check in process I do not know. Waste of my time and money. It gets better. They made me an appointment later that day for another zoom location. Before I was seen I was told the cost would be $630. I was able to get x-rays and the doctor confirmed that my wrist was broken although she only told me in one place. As I waited to be put in a cast the doctor tells me that I will need to see an orthopedic doctor for a follow up. When the nurse came in and started wrapping my arm, I noticed it was not a cast. I was very confused but went along with it. The nurse informed me that Zoom Care has orthopedist and said she could get me an appointment on the very same day to see the orthopedist and get a cast if I wanted. I said well doesnt the doctor want me in this splint for some reason. She said no we dont do casting out of this office so it was not an option in the first place. Very confused and a little irritated I said let make the appointment for a couple days away. The doctor came back in to check on splint and I asked about getting some pain medication. She said she would send a script to the pharmacy. The splint on my arm was big and bulky and took three rolls of bandage but since I have never broke a bone and thought this is how it was supposed to be.Early evening I stopped by the pharmacy to pick up my script and nothing was there. I called zoom care and spoke to someone and told them my script did not get called into the pharmacy. She said she would talk to the doctor for me. When I asked her how I would know if the problem was fixed she said I would get an email and the pharmacy would alert me. I waited 2 hours and checked back with the pharmacy, still nothing. I called Zoom again and spoke to another person. Let them know this was my second call and the pharmacy was about to close and I really needed this to be handled because I was in a lot of pain. I waited another 1 1/2 hours. By this time the pharmacies in ******* were all closed. I received no messages or phone calls from Zoom either. Due to the amount of pain I was in I had no choice but to go to the emergency room.The ER took x-rays on my wrist and it was verified that my arm was definitely broken but not in just one place. I had three separate fractures. Something that Zoom Care missed.I sent and email to zoom care and cancelled the ortho appointment and explained to them that I had to go to the emergency room due to their inadequacies.Their response to me was, sounds like your all set, let us know if there is any way we can help you furtherI also sent in a complaint but of course it went unanswered.I can understand that maybe Zoom Care can miss seeing all the fractures but how can they ethically think they are doing good with their patients. The amount of money I paid them to just get the run around and get told I needed to see another zoom doctor was absurd. I should have never been charged for the first visit and really should not have had to pay for the second visit since they could not even follow through with my care. I broke my wrist in three places the day before I was seen and they did nothing about it.I am going to dispute my credit card charges as its quite obvious that Zoom Care just wants money and has no intention of making this right with me. I will never get treated at any of there clinics again. They offer inexpensive treatment and now I see why.

  Business Response

  Date: 06/20/2023

  Hello, 

  We received a contact from ***** on June 9th, 2023 and returned her call on June 10th, 2023. After speaking with our initial billing associates, *****'s call was escalated to our problem solver team. Our Problem ****** responded same day (June 10th) and did refund the initial visit upon the complaint and consideration of a poor patient experience at our clinics. Without sharing Personal Health Information on this forum, we identified multiple areas of friction during *****'s encounters with Zoomcare. We have committed to the following:

  - Provided feedback to our team that manages our website and how we express services available at different clinics. 

  - Escalated the details of the patient's visit to our Medical Quality & Safety team who will review the case and medical care provided. They will take any necessary action deemed from this evaluation. Provided the following context to the decision making process in regards to the referral to Super and care plan " It does appear they sent you to Super for imaging to confirm the suspected fracture in your wrist, which would inform if casting was necessary, and higher level of care evaluation regarding your head injury. Our super clinic is considered a specialist in emergency care and has more services on site, while we also have Orthopedics specialist with some capability but not all the imaging options that Super has. You could have been referred to either from MLK initially but it seems that provider made a determination that Super was the best option with all items considered based on what I see in your chart notes and what you have stated. However, this decision on medical determination and overall situation will be reviewed by clinical medical team regarding best practices and offering training to the clinical team at MLK, if deemed necessary. Whether you were sent to the orthopedic clinic or ****************, that evaluation and imaging was recommended as part of the treatment plan and getting evaluated if casting was necessary or not."

  - Reviewed the pharmacy delays in medication between e-prescribe, the pharmacy, communication to the patient, and pharmacy clinic closure hours.

  The patient requested additional refund after our initial response on June 10th. Our problem solver team escalated this to me and we reviewed the case together and agreed to refund an additional amount for the super visit due the patient's dissatisfaction of our service. At this point, we have taken all necessary and appropriate actions, we still await any feedback from our medical quality & safety team in regards to questions about appropriateness of care but otherwise we have been in consistent contact with ***** to resolve this issue. We appreciate the time she took to share this feedback as it continues to help us improve our services and patient experiences in the future. 

   

  Customer Answer

  Date: 06/20/2023

   
  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:05/19/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had an office visit with Zoom Care on 10/15/2022. However, they refused to honor the advertised rates on their website, and insisted to charge a higher rate, saying that the higher rate was the contracted rate with my insurance. They charged me $300 for the office visit (or $233.33 after Aetna discount), where the advertised rate on their website was only $189. When I reached out to their customer service, their customer service agent claimed that the advertised rate was *only* for uninsured patients, and that because I was insured with Aetna, they would be charging me a higher rate. This doesn't make any sense, and feels very much like a scam.

  Business Response

  Date: 06/01/2023

  Hello and thank you for your message. 

  We understand that insurance can be complex and that the requirements that both ***************** Members and Healtcare Providers have to uphold can be complex. 

  We do list our uninsured prices online and in clinic, in conjunction with these sources, we have language that states that pricing is for uninsured patients only (attached images). This is due to our agreement with insurance companies as a contracted healthcare provider and your agreement with the insurance company as a member, that we collect the rates that your insurance company sets as the cost of the services provided as detailed by the specific insurance policy you enrolled in. Depending on your specific plan, you may have a deductible/copay/coinsurance that is your patient responsibility in comparison with what your insurance company will adjust/pay themselves. This is standard insurance practice and we are in compliance with the expectations of a contracted provider. 

  I understand that some of this information has been shared with you by our staff already but I hope this provides further clarification with the policies and processes we must uphold in regards to Insured Patients.

  Customer Answer

  Date: 06/01/2023

  I have reached out to Aetna, and they confirmed that the rates were determined by Zoom Care, not them! 

  In addition, why are you charging a higher rate to insured customers? 

  Business Response

  Date: 06/16/2023

  Hi ******,

  We set the rates for our uninsured rates. When we contract with an insurance as an in-network provider Aetna sets the rates for the allowed amount a.k.a. contracted rate.

  I would advise you connect with the claims department rather than a general customer service rate. I looked at your Explanation of Benefits (you should have a copy of this). 

  For the office visit your insurance, Aetna, sets the allowed amount (also known as the contracted rate) as $233.33. Your insurance plan with Aetna you enrolled in says you have a $1400 Deductible that you have to meet before your coinsurance benefit of 10% Patient responsibility applies. Until then, per your plan with Aetna, your patient responsibility is the full allowed amount per service, in this case that is the $233.33. We are required to bill insurance that we are contracted with, insured patients do not have an either/or option.

  Here are two links from your insurance that could be helpful:

  1. Member rights resources - ****************************************************************************;

  2. Information about Surprise Bills - **************************************************************************

   

  I hope this provides you additional clarification that this is not something that we are fraudently charging but are in line with your insurance plan details for your patient responsibility and our requirements as a contracted healthcare provider with Aetna to bill and collect the amounts they determine are your patient responsibility for care.

   

  Take care.

  Customer Answer

  Date: 06/16/2023

   
  Complaint: 20083160
  
  I am rejecting this response because:
  
  "Aetna sets the rates for the allowed amount a.k.a. contracted rate."

  This is NOT TRUE! I've already reached out to Aetna, and they were 100% positive that the rates were determined by the medical provider, not them! 

   

  Business Response

  Date: 07/04/2023

  Hello, 

  I'd be happy to offer additional clarification. I understand you contacted ***** and the rep had provided you information that conflicts with I'm stating. I would recommend contacting ***** and asking to speak with a contract rep or a claims specialist rather than their general customer support as they can give you detailed information. I included another link from your insurance company Aetna, that details what a "Contracted Rate" is. This term is used interchangeably with "Fee Schedule" and "Allowed Amount". I know insurance is complex and I am happy to offer additional clarification in how insured patients financial responsibility is calculated.

  Aetna Network Details -*****************************************************************************************************

  "As part of the contract, they [Medical Provider] provide services to our [Aetna] members at a certain rate [contract rate]. This rate is usually much lower than what they would charge if you were not an Aetna member. And they agree to accept the contract rate as full payment. You pay your coinsurance or copay along with your deductible."

  To break this down again, when we are contracted with an insurance at the start of that contract Aetna provides us a list of "allowed amounts/contracted rates/fee schedules" that are the standard rates that we can collect from their members in coordination with the member's specific plan details. ZoomCare only 100% sets the rate for our uninsured rates for uninsured patients. The rates that we collect from Aetna (and other insurances) are those that we are contracted with Aetna to collect as per their fee schedule of services. 

  I hope this helps and offers further clarity. We would only ever collect what is directed as the costs for services in line with your specific plan details. As a reminder, you can look at your EOB (Explanation of Benefits) and either the "discount" or "contracted rate/allowed amount" colums are those amounts that Aetna has contracted with. Then, that amount will be divied up between the ***************** financial responsibility and the member/patient responsibility as outlined by the plan details you enrolled in. You enrolled in a plan that has a deductible, so you are responsible to pay the full allowed amount/contracted rate towards your deductible. Once your deductible is met, then your coninsurance kicks in which then requires your insurance company to pay for their part of your services. 

  I hope this helps clear things up and that in it's overall context between our communications it helps you better understand Networks, claims processing, insurance terminology, and your plan details. Take Care.

  Customer Answer

  Date: 07/10/2023

   
  Complaint: 20083160
  
  I am rejecting this response because - 

  So you quoted the following from the Aetna website, "This rate is usually much lower than what they would charge if you were not an Aetna member.", and you are expecting me to believe that the contractual rate with Aetna is higher than uninsured because of *Aetna*? In other words, you are basically claiming that ***** insisted a higher-than-uninsured rate for their plan members?

   

   

  Business Response

  Date: 07/21/2023

  Hello again, 

  I referenced information from Aetna to continue to provide clarity to you about what a contracted rate is and who is responsible for setting the rates that we collect from insured patients for services provided. Contracted rates can sometimes be lower or higher than the uninsured rate that a medical facility sets for their uninsured patients. Insurance companies typically do not take into consideration the uninsured rates that medical facilities set when setting their own contracted rates. In this specific case, the Aetna contracted rate is higher than what we would collect from an uninsured patients. If you have more questions about how a contracted rate is set by your insurance company and what factors they take into consideration to set these rates, then I would advise you to contact your insurance company. You could also find more information in coducting your own search about insurance companies and contracted rates. 

  I hope this information continues to help you understand how billing insurance works, the claims process, and insurance terminology in future situations where you use your insurance and when deciding your plan selections in the future when it comes to a insurance plan with a deductible.

  Take Care, 

  Nicki

   

• Initial Complaint

  Date:05/04/2023

  Type:Customer Service 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.

  Zoomcare sent my then wife to collections for $331. It was a charge for a COVID test she didn't ask for and was supposed to be covered under our insurance. The insurance company is working through the claim. Not only that but they sent me to collections and small claims court for the bill that isn't even mine!!! $300 after the thousands I have given them for my family over the past 10 years. Shocking. Fix it. If my credit is affected for someone else's bill I will *** them.

  Business Response

  Date: 05/12/2023

  Hello *******, 

  We apologize for any inconvenience you have experienced with notifications for collections for a bill not related to your care. 

  I do see that you have been in contact with our staff and have been given direction. The information we provide to the collections agency, Quick Collect, when there are unsettled balances is for the patient who had the care. We do not have control over the balance once it is sent to Quick Collect and any actions they take from that balance. I would recommend directing your ex-wife to contact quick collect to settle the matter of her balance. We have also attempted to reach out to her to get updated contact information.

  We do not send balances to collections until we have made at least 3 attempts to settle the balance, In this case, we have submited 13. We have been in contact with the insurance company as well but due to timely filing, claims from over 365 days, will not be reprocessed by the insurance company. Ultimately, your insurance company makes the determination of how they finalize the claim. If they are doing a timely filing exception and we receive documentation from them that they are making adjustmetns to the claim, then we would be able to take any steps to update the balance with quick collect. 

  I hope this information helps, I would urge you to have your ex-wife contact us or quick collect to settle this issue.

  Customer Answer

  Date: 05/12/2023

   
  Complaint: 20021381
  
  I am rejecting this response because:

  we did call the collection and they did not care about the coding error. Zoomcare miscoded a COVID test which is why the insurance company rejected it. It wasn't on ** or the insurance company. Call off your collection agency so the insurance company can fix your error. I've been a loyal customer for over 10 years paying thousands to your company. Small claims for a few hundred bucks because of a coding error is ridiculous.

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

  Business Response

  Date: 05/26/2023

  We have been in contact with the patient attached to this complaint to resolve this issue.The submitter of this BBB is not the patient attached to this insurance claim for resolution. We appreciate the efforts to resolve this matter and will continue to work with the patient. Thank you and **********

  Customer Answer

  Date: 05/26/2023

   
  Complaint: 20021381
  
  I am rejecting this response because:

  You sent me to small claims court even though this is not my claim. You have made it my business. The insurance company confirmed they have been trying to pay the claim due to your company miscoding it. No one from Zoomcare is responding to them. You are making no effort to fix your error. I paid the collection agency today to stop my credit being affected even though we don't owe the money. I feel completely ripped off.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:04/17/2023

  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.

  To Whom It May ********* am filing a complaint against Zoom Care regarding a recent ** scan that was ordered by one of their doctors (***************************). Zoom Care is charging me for the scan, even though they requested authorization from my insurance company on the same day of service and proceeded with the scan without approval.According to my insurance company, Zoom Care violated their protocol by performing the scan without prior authorization. I was not aware of this at the time and trusted that the doctor's ****** was following proper procedures.When I contacted Zoom Care about the issue, they told me to schedule an appointment with the doctor who ordered the ** scan to try to resolve it on my own, and took zero responsibility for their actions. I believe this is unacceptable, and I am now facing a significant financial burden due to their error.I have also consulted with a medical billing advocate who has informed me that a doctor's ****** can face disciplinary action or fines for proceeding with a scan without obtaining prior authorization. I believe that Zoom Care should be held accountable for their actions and take responsibility for the charges they have imposed on **** am requesting that Zoom Care cover the full cost of the ** scan and take steps to ensure that this type of error does not occur in the future, or at the very least, contact my provider and request to speak to the medical director to explain why the ** scan was necessary. I look forward to your prompt attention to this matter.Thank you for your time.Sincerely,*********************.

• Initial Complaint

  Date:03/11/2023

  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 had an office visit and my insurance was charged $300 (and I was billed for $233.33 out of it), while ZoomCare's "transparent pricing" page (*******************************************************) states that an uninsured visit would have costed $200. At the office on the day of visit (2/15/2023), I told the representative that I wanted to pay as uninsured (just $200), but the representative declined, saying she cannot change the billing. Over the next few weeks I was emailing various ZoomCare's Support channels/emails, but was unable to find a satisfactory solution. So I request a refund of $33.33 to match the advertised price for the service I requested.

• Initial Complaint

  Date:02/14/2023

  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 APPOINTMENT AT THE ZOOMCARE LOCATED AT ************************************************************************************ ON FEBRUARY 14 2023 FOR MY 9-YEAR OLD DAUGHTER WHO HAD AN EAR INFECTION AND A PINK EYE. WE ARRIVED AT 8:06 A.M. AND DESPITE THE RECEPTION AREA BEING EMPTY ASIDE FROM ONE PERSON BEING THERE THE RECEPTIONIST TOLD US TO GO AWAY BECAUSE OF ZOOMCARE'S POLICY THAT IF YOU ARE MORE THAN 5-MINUTES LATE THE APPOINMENT IS DELAYED. I TOLD HER THAT I COULD WAIT OR IF SHE COULD ASK THE NURSE, THE ANSWER AGAIN WAS NO. I WALKED OUT WITH MY DAUGHTER AND WHILE SITTING IN THE *** WONDERING WHAT TO DO NEXT SAW THE PERSON ALSO IN THE RECEPTION AREA WALK OUT - BASICALLY THE CLINIC WAS EMPTY AND IT WAS 8;15. I FIND THIS LACK OF EMPATHY ON BEHALF OF THE RECEPTIONIST AND THE ATTITUDE OF "I JUST DON'T ***E, THAT'S YOUR PROBLEM' APPALLING. AS A MOTHER OF A SICK CHILD WHO HAD TO DROP ANOTHER CHILD TO SCHOOL IN ORDER TO KILL MYSELF TO MAKE IT ONTIME TO THE APPOINTMENT, I WAS FURIOUS AND WHAT MADE IT HARDER WAS THE LOOK OF "I DON'T ***E" ON THE **** OF HE RECEPTIONST AND THE ** WORKING THERE. I WILL NEVER GO TO ZOOMCARE AGAIN.

  Business Response

  Date: 02/15/2023

  ZoomCares goal is to provide quality and timely health care services to our local communities.  One of the main complaints from our current health care system is having an appointment at a specific time and having to wait for 30mintues to an hour for the doctor.  A goal of ZoomCare is to get patients in and out of an appointment on time with no waiting.  To do so we need to be strict on our late to appointment / reschedule policy so patients late to appointments are not impacting other patients who follow later in the day.
  
  We state multiple times during the scheduling process about our 5-minute late policy and that being later than 5 minutes will result in having to reschedule your appointment with ZoomCare.   

   

• Initial Complaint

  Date:12/28/2022

  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 had a video appointment on 12/27/22 at 2pm with a provider for a follow up for my medication refill. I received a link to use in order to attend my appointment. When attempting to usd that link it did not work and prompted me into a loading screen that never let me see my provider. I had this problem before numerous times (usually they would see me and acknowledge the issue);however, this time was not that experience. I attempted numerous times to use the technical support chat feature in the lobby that I was in,through the link, which I followed and everytime I did it did not correct the problem. At 2:07pm the link that was given to me presented an error and kicked me out of the screen. I attempted to rejoin and was given an error that the link now no longer worked. While this was all happening at 2:05pm I called the zoom care phone number to try and get it corrected. When I finally was received by a zoom care representative '***'. I explained the situation and was told that after contacting the clinic and supervisor I was told that I simply had to be rescheduled. I explained that this had been an ongoing issue that I have had issues using the online system and that the links sent didn't work most of the time. I asked to speak to a supervisor which when *** asked her supervisor again who refused to speak with me told me to check my internet. I once again explained I could provide screenshots of the problem and show it was not my internet. *** then stated her supervisor told me that there was nothing in place for me when I asked what would be done if I rescheduled myself and the same thing happened, I was told to not use the online option and to just go into a clinic as they wouldn't do anything to speak to me to listen to my concern and/or do anything to investigate the problem/fix the system/acknowledge a problem. Rep *** who I was speaking to informed me she explained to her supervisors of my transportation issues, but they still did not care.

• Initial Complaint

  Date:12/26/2022

  Type:Sales and Advertising 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 had my scheduled appointment canceled twice in a row 30 minutes before over the phone. I had a voicemail to call the call center that took ************************************************************************************************************ that day. After the second rescheduled appointment I showed up to the location and was told that there is no appointment scheduled for me that day and then offered to book an appointment four hours later. I was not able to make that work with my schedule and have still not been seen for my medical complaint. Terrible customer service and very late cancellations followed by a scheduling error on their part that no one had any interest in making right.

• Initial Complaint

  Date:10/26/2022

  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.

  We went to the doctor consultation, the reception staff said that my insurance is all covered and they will be charging only $20 and then I agreed to go for this visit. They have charged $20 on July 30, 2022. On Oct 13, 2022 they have charged $226.93 without my consent. First, why they have to charge $226.93, if that's going to be an issue, they should have told me during the visit. They told me that all the benefits were looked at and covered as part of my insurance. This looks like a false claim after 3 months. They did not mail a bill and billed my credit card directly. To me this is an invalid transaction.

  Business Response

  Date: 12/08/2022

  On November 14, 2022 ZoomCare refunded the balance over the $50 copay as the patient has an HMO.  ********************* deemed this claim as an Out of Network benefit.  ZoomCare did refund the patient $196.93, the amount paid by the patient less the $50 copy for the urgent care services received. 

  In a small number of cases the insurance carrier comes back after the appointment with determinations of In or Out of Network benefit.  We make every effort possible to confirm benefits prior to services rendered. However, we do not have control over what the insurance carrier deems In and Out of Network for each participant. 

  
  

  Customer Answer

  Date: 01/02/2023

  Sorry for the delayed response, this has been resolved. thank you