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 has 7 locations, listed below.

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  Zoom Care

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

• 

  Zoom Care

  17815 SW 65th Ave Lake Grove, OR 97035

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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

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  Zoom Care

  PO Box 3340 Vancouver, WA 98668

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:10/26/2022

  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 visited this Zoom Care location on 9/1/2022. At the time of discharge, the receptionist required me to pay in full for the amount of my visit. This bill was purely estimated as it had not been filed with my insurance provider. When I questioned if I could only pay the copay or pay in payments, the receptionist stated that Zoom care does not allow payment options and the full bill must be paid. After consulting with my insurance provider, I learned that a patient is only required to pay a copay at the time of the appointment. Zoom care took advantage of someone who had been in the clinic for 2 hours and was not clearly thinking because of illness. I discussed this issue with a coworker and they had the same experience with Zoom Care - the clinic forced them to pay out of pocket when only a copay was required. After the insurance claim was filed, I learned that Zoom Care had overcharged me over $200. They so far have only reimbursed me $30 and are refusing to refund the rest.

  Business Response

  Date: 11/10/2022

  At ZoomCare we strive to provide a medical experience that is focused on the diagnosis and recuperation of our patients.  Our business model is to provide up front pricing for services rendered when and where we can. 
  
  Benefit and Point of Service Policy
  It is our policy to verify the insurance benefits (copay, deductible and coinsurance) and calculate the contract allowable from the insurer and collect the patient cost share portion at the point of service. 
  
  If there is a credit after insurance pays and the claim is not in appeal status, we would process a refund to the card on file 
  
  In this case this patient was seen at ********************* Visit on 9/1/22 , the benefits were calculated and the patient was charged $32.12  ( $20.00 copay and $12.12 coinsurance). 
  
  The patient was referred to see a specialist in a ZoomCare Super (emergency medicine) Clinic. After the Super visit the patient was charged $817.34 ($500.00 deductible, $285.34 coinsurance & $32.00 for dispensed medications). 
  
  Zoomcare received the payment with the *** (Explanation of Benefits) from the insurance on 9/28/22. After posting there was a credit due to the patient.  On 10/11/22 the help team notified billing with the following billing issues and the refunds were processed via the credit card on file the same day. 
  
  10/11/2022 14:12:01 **************************************** 9/1/2022 Requesting Refund Refund due of $32.12
  10/11/2022 14:12:33 **************************************** 9/1/2022 Requesting Refund Refund due of $145.37.
  
  
  Refund Process 
  
  Zoomcare will process a patient refund to the credit card on file within ***** days of receiving the insurance adjudication if there is a credit due. 
  
  In this case the patient was refunded all credits except for the two codes that were denied by the payer within two weeks.  For the sake of time and the BBB complaint, I wrote off the two charges (no appeal will be sent) and processed an additional refund of $40.00 to the credit card on file.  There are no records showing the patient was refused a refund. 
  

• Initial Complaint

  Date:10/08/2022

  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.

  July 18 I made an appointment with Zoomcare through the website. I just deleted my complaint because it was too long. Not sure how to give details when so many things went wrong. So here goes -Four appointments on their website did not exist in real time - I went to two appointments that I scheduled that did to exist.- I was publicly verbally humiliated by the district manager in front of Zoomcare employees.- District manager accused my husband of something re: speaking to a Zcare employee in the parking lot. He provided not details- when I inquired he said its perception. My husband had started to walk to the door from his car and a Zcare employee told him that they were closed. She said that she usually worked in another district and they did things differently there. It was about 10 minutes to closing. The district manager said that he said the word "dipshit". This is not true. The day before I was told ( but the person that spoke to my husband ) that i would be called by a Zoomcare employee if for any reason if there was any problem with the appointment. This was because I had come the day before, 7/18, and my appointment was not actually scheduled due to website problems. The district manager verbally accosted me and told me that I was not wanted there due to my husband. When I spoke with a Problem solver I was assured that this situation would be investigated and I would be contacted by or before 6 weeks. She did see the notation re: calling me if there were any changes to the appointment. I was very ill and went out the door starting over finding an appointment at another ************ I consul have been called and the accusation to my husband was false. The problem solver team nor anyone from Zoomcare has called.

  Business Response

  Date: 12/07/2022

  ***************** and her husband have a history with ZoomCare of combative and abusive behavior with our staff.  Their behavior on July 18, 2022 referenced in this complaint led us to terminating their access to our care services and facilities.  At one point **************** waited in the parking lot hours after his wifes appointment to aggressively confront a female employee as she went to her car.  This employee feared for her safety by Mr. ******* behavior towards her.
  
  As a standard in our practice, we take instances of physical and verbal violence to our staff very seriously.  Keeping our staff and patients safe and free from intimidation or fear of physical violence is a top priority of ZoomCare.  Therefore, in instances like this we reserve the right and have taken action to terminate patient access to our services. 

  Customer Answer

  Date: 12/08/2022

   I do not accept this as resolved. I spoke in detail with the escalated team about exactly what happened. In the letter to the BBB I described what happened. I am not disputing that the employee made that statement. I was there and did not see or hear what was described by this employee. They closed before closing time and my husband was frustrated. The employee initiated the conversation, not my husband. In addition I was told that if there was any change to my appointment I would be contacted by phone. That did not happen. There were other mistakes on their end which are included in the letter I wrote to the BBB. In good faith I  trusted their process which would be to investigate what actually happened. This did not happen. They did not get back to me. They put my health at risk. I am not my husband. I was verbally assaulted in front of Zoomcare staff and pushed out of the building. In our view my husband was falsely accused. He WAS frustrated, but said nothing threatening to the employee. There is no accountability or oversight in this company. Not sure what else to say. Thank you for holding space for this. What are next steps?

  Customer Answer

  Date: 12/16/2022

   

   

  Thank you for your email. My initial request for outcome is the same. I requested that Zoomcare follow their own protocol and procedure for complaints. I spoke with a Care Team specialist and was told that the situation would be investigated and I would receive a phone call within a certain time frame. They did not investigate *********** me. The response from Zoomcare to BBB was inaccurate and inflammatory. Problems with Zoomcare remain. They are a web based company that does not have accurate information on their wesbite, that is, there are many appointments that do not exist in real time, mistakes are not remedied and put peoples' health at risk. My last appointment was made with a notation in their system to call and speak with me if there any changes to my appointment. No attempt was made to notify me that they intended to cancel that appointment.  They had me come into the building under the false pretense of receiving medical care, but instead used it as an opportunity to personally attack me with a false accusation. This was in front of Zoomcare staff. This was mean spirited and not good practice.  This delayed needed treatment and exacerbated my illness.

   

  In my view this is not resolved and I also understand that BBB may not be able to address these kind of situations. I am very concerned  that a medical practice is normalizing and views this treatment as standard and acceptable.