Complaints

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

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  InstaMed

  1880 John F Kennedy Blvd Fl 12 Philadelphia, PA 19103-7432

  
• 

  InstaMed

  3300 Irvine Ave Ste 305 Newport Beach, CA 92660-3108

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:12/13/2023

  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.

  This is a billing company that collects money for my gynecologist. I have made payments and have tried several times to communicate with this company regarding my bill. They have sent a portion of my bill to collection when I was actively paying and when I login it shows no balance due for other bills which I've reached out a few times again to figure this out with no response or resolution. I have 800+ credit and they're screwing me up big time

  Business Response

  Date: 12/20/2023

  Our Customer Support team emailed the patient on 12/14 and explained that InstaMed is a payment processor for healthcare providers, not a billing company, and that InstaMed isn’t able to make any account adjustments on behalf of the provider.  Support also explained that InstaMed did not send them to collections. Support requested the payment details from the patient to further research the case.  As of 12/15, support is waiting on a response from the patient.

  Customer Answer

  Date: 12/28/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  

  This company magically removed me from "collections" after I filed this complaint. They are still not a good company and dont communicate well.

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

• Initial Complaint

  Date:11/03/2023

  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.

  Our clinic signed up for Instamed early. We informed them that we wouldn't have many patients in the beginning. The set up process was complicated. We began getting harassing demands for when business would pick up immediately, even before we had everything set up. Patients attempted to pay co-pays on our portal. This portal was promoted to integrate with our PM software. The patients & the clinic received responses that the payments didnt go through, prompting them to attempt additional payments. One patient made 3 separate attempts with 3 different cards to pay a copay. The patient was prevented from accessing the telehealth portion of their portal because our EHR wouldn't let them proceed because it didn't recognize that they paid. The PM showed the payments days later. This issue became so prevalent that we had to get a separate telehealth portal in order to see patients. We changed our bank several months ago. We were prevented from changing that in our instamed portal ourselves. Requests for assistance took daily calls to instamed, which opened no less than 8 'cases' that were not addressed, but marked closed over the course of two months. We have patient payments that were never deposited and have just disappeared. Meanwhile, our monthly payments for these services continues to be withdrawn from our business account. We have requested our instamed account be closed. I expect that process to be equally as lengthy and complicated. I want our account closed immediately.

  Business Response

  Date: 11/27/2023

  The customer’s enrollment began in January 2023, however there was no payment volume recorded until September. Customer Service researched this case and determined that due to the type of funding selected, the customer would not be able to update the bank account information on the provider portal.  Our Customer  Success Manager and Account Manager will be engaging the customer to discuss options and assist with updating the bank account information.

  Customer Answer

  Date: 11/29/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: "we will be in touch" is the same answer we have received on multiple occasions. Instamed's response addresses none of our issues stated above. As of today, our account remains open. During a separate call yesterday, we were told that this would be escalated. This has been the response several times, to no avail. We will not consider this complaint resolved until we receive written confirmation that our account has been closed, we have been removed from the mailing list, and we will no longer be charged the monthly fee. 
  

  Customer Answer

  Date: 01/24/2024

  the account was finally closed with written confirmation, but we were never reimbursed for the payments that were auto drafted for months after we requested cancelling our account. This reimbursement was verbalized by phone. We can close this case. Im not interested in arguing further. 

• Initial Complaint

  Date:10/13/2023

  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.

  On November 4th I used Instamed in UnitedHealthcare website to pay for my ******** ************** OF ******** for 2 payments: - $128.65 and $334.17 dollars ?- in December I received a letter from ******** ************** OF ******** asking from Payment for my account, I contacted Instamed and they said that the account was settled. I contacted multiples times ******** ************** OF ******** (Phone,Fax and email) with the information provided by Instadmed and it was never confirmed that they received the money - I have a receipt from Instamed saying that they paid ******** ************** OF ******** at ******** ************** OF ************ **************************************. SUITE ***., ********, ** *****. - I have another email from Instadmed saying that the payment went to ************************ OF ******** *********************************************************************** Wrong provider. -September 1st, I received a letter from ***. *********** *** ********* that own money to *********************** of ************* paid **** *********** *** collects after contacting ******** ************** OF ******** and confirming that my account was sent to collections, and it was not a mistake, the representative on the phone confirmed that they did not receive the money that is why it was. sent to collections. As per now I paid 2 times one to Instamed that ******** ************** OF ******** confirmed time again and again that they did not receive the payment and the deb collections as my account was sent to them. Every time that I try to contact Instamed they tell me to call the provider and ask for a refund but as they did not receive the first payment in my account appears only the payment that I provide in September and not the money that I paid Instamed.

  Business Response

  Date: 11/13/2023

  InstaMed Customer Support made contact with the provider on 10/26 and sent them the merchant processing details confirming that the Virtual Card payments were processed by their office. They could not locate the payments using this information, and asked if we could re-send the payments themselves.Support explained that we are unable to do so, and reiterated that they were virtual cards that were already processed and settled by their office, and re-sent the processing details. Customer Support emailed this information to the provider multiple times, but customer support never received any further response from them.

• Initial Complaint

  Date:10/06/2023

  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.

  On 6/27/23 on went to Dr. ********************************, MD for my annual physical exam at **. He ordered labwork. After the claims were processed by my insurance company *****, I paid the copay balance due of $20 and the $2.77 balance due for the lab via ***** which apparently went to Insta Med. The $20 payment is missing, ** did not receive so the $2.77 was applied to the $20 balance due incorrectly. ** is threatening to turn this balance due of $17.23 into collections. I've contacted ** via messaging, they said to call. I called today and cannot get this error resolved. I've messaged ***** and insta med about this missing $20 payment without resolution. When I returned to the office 2 days ago for a follow up visit, I paid the $20 copay in person this time and when they asked (**) if I'd like to pay the balance due of $17.23 I said no, that was already paid in full, apply it to today's office visit of 10/4/23. I refuse to pay the $20 bill again as I have already paid & have receipts from Insta Med. Seems no one can straighten this error out. Do I have to switch doctors and labs simply because I can't seem to get the bills paid correctly no matter how I do it?

  Business Response

  Date: 11/15/2023

  The $20 payment that the provider claims they did not receive was a virtual card payment, processed and settled by the provider on 8/3/23. The patient had contacted InstaMed Support about this payment previously, but they were never sent payment/settlement details to give to their provider. A case was opened for the BBB complaint, and Support emailed the patient on 10/26 providing proof of their payment, as well as the merchant processing details that generated when the provider processed the virtual card. We advised the patient to supply this information to their provider, and recommended to have the provider contact us if they are still unable to locate the payment.

• Initial Complaint

  Date:10/03/2023

  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.

  I paid each of my medical bills through my ********************** account- Instamed will not finalize the payment or refund the payment as mistakes were made in the billing. I have called left voice mail messages and with NO REPLY. I need Instated to conduct business as a professional company and refund all monies back in the form of the original payment. Instamed is not a company that can handle Insurance Payments Authentically and should never conduct business with the public. consumer Beware

  Business Response

  Date: 11/05/2023

  Thank you for notifying us regarding this BBB complaint.  Our Customer Services team contacted *** ***** ***** on October 17th to further assist.  *** ***** indicated that she had already spoken with another department at InstaMed and they assisted her with processing her payment.  This case has been resolved, as of October 31st.

  Customer Answer

  Date: 11/06/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *********************
  

• Initial Complaint

  Date:09/25/2023

  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 used "The ***********************************" on 7/15/23 and was told I had to pay $1230.00 on the day of the surgery which to find out later from my insurance company that I had a $0 co-pay for this procedure do to being at my deductible for the year. I called on 8/1 & 8/9 and left messages, I received a call from a ******** stating that my refund was being processed. I called back 9/5,9/19,9/21, & 9/25 leaving messages once again since nobody answers the phones and have "NOT" heard back from this company. Who has my money and where is my refund that I was told I was getting via voicemail??

  Business Response

  Date: 10/17/2023

  InstaMed's Customer Service Team contacted ***** by email on 10/11/2023 to explain that InstaMed is the payment processor for his Provider.  When a patient submits a payment to their Provider using InstaMed, the payment is processed and sent to the patient's Provider by InstaMed.  The Team recommended to ***** that he continue to contact his Provider's Billing Department to obtain a refund.  InstaMed's Customer Service Team can be reached at (866) INSTAMED, (866) 467-8263, or [email protected] on further inquiries.

• Initial Complaint

  Date:09/12/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When attempting to use their services to pay a a medical provider, once the payment was processed, I received an email with the receipt. The receipt stated the payment was sent to a different provider, which I have never visited (out of state) or never added to my account. I called the medical provider, they directed me to Instamed and mentioned Instamed has been having multiple of these issues/problems with their website. When I spoke to Instamed, they told me it was my fault for not confirming the medical group. I advised them it did not list a medical provider, until the receipt populated. In addition, the account number for my medical group automatically populated the medical provider. They advised me I would have to call the provider the payment was sent to in order for me to get the refund. I asked what they were doing about resolving these types of issues, they had nor solutions for me. Customer service is not up to par, they need to be able to resolve these types of issues for their customers if their systems populate incorrect information. They need to ensure patient accounts are linked to the correct businesses. This could be a potential violation of HIPA or Privacy Act violations. Their unprofessionalism and lack of accountability is extremely unacceptable for any business.

  Business Response

  Date: 10/17/2023

  InstaMed's Customer Service Team confirmed for ***** that she had added the incorrect Provider when using the Payment Portal, and that payment was then sent to this Provider.  The Provider to which the payment was erroneously sent does not have any patient validation in place on their Payment Portal - meaning that anyone can go onto the Portal and submit a payment.  The Customer Service Team has confirmed that the Provider refunded Maria her payment. InstaMed's Customer Service Team can be reached at (866) INSTAMED, (866) 467-8263, or [email protected] on further inquiries.

  Customer Answer

  Date: 10/19/2023

  The reason i am rejecting this request is because i did not enter the wrong business. Their system automatically added this erraneous business, which i have never utilzed and is out of state. It automaticallydefauleted them as the service privider and did not give me the option for the correct provider. When i tried to address this issue with them they informed me this is a usual occurance and out of their control. I did get refunded; however, they advised me I would have to call the business myself, they did not assist me in any way to get this issue resolved. My complaint is they need to find a resolutionto their glitching system. Businesses not added or affilitaed eith the customers should not be added as a default business for their customers. Sub par service for sure, i truly hope they become customer focused.
  
   Complaint: ********
  
  I am rejecting this response because:
  
  Regards,
  
  ***************************
  

• Initial Complaint

  Date:09/08/2023

  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.

  On Oct 25, 2022, I used Instamed to pay $347.13 to a medical provider. After receiving past due notices into Dec from provider, I contacted Instamed to investigate only to find out Instamed had deducted the funds, but the hospital did not have a record of payment from them. I worked with Instamed and the hospital for several weeks, including a 3 way call with no resolution. I am providing documentation, including my last communication to Instamed on 2/15 were I received an automated response confirming receipt of my inquiry only to never hear from them again. So, I had to pay the hospital directly out of my own pocket, I also contacted the bank from which the funds were deducted and haven't heard from them since July.

  Business Response

  Date: 09/28/2023

  InstaMed's Customer Service Team researched ************************** payment in November 2022, and confirmed that it was mailed to the Provider via a Virtual Card on 11/7/2022.  The Provider has not been responsive to the Service Team sending proof of payment/merchant processing details, nor participating in a 3-way discussion with ********************** and a Team representative.  This case has been escalated for review, and the Service Team will contact ********************** with an update.  InstaMed's Customer Service Team can be reached at (866) INSTAMED, (866) 467-8263, or [email protected] on further inquiries.

• Initial Complaint

  Date:08/15/2023

  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.

  Sent payment through InstaMed on July 28th for a bill. Was told on 8/12 that payment was delayed. Discovered that the PO Box payment was sent to by them was not correct. When I contacted them with the correct information so they could update the payment, they refused.

  Customer Answer

  Date: 08/30/2023

  Made payment through my insurance for $205.05 that was processed by InstaMed for payment on 7/25. Discovered two weeks later that the payment was never received or processed. Turns out InstaMed sent the payment to the wrong location. Following this discovery, I reached out to correct the mistake and get the payment sent to the correct location. They were adamant that they could not correct it as I "couldn't verify the correct address" even though I had a bill with the address I was trying to send them. On 8/15, I called InstaMed and talked to multiple representatives, was hung up on and calls were avoided from my number. Finally got ahold of a manager who said that the money would be refunded so I could make my payment before it went past due. Received and email on 8/22 that the refund was processed. Called on 8/23 asking where the money was, and was told that "the email was wrong" and that it had only been 6 business days since the refund was pushed through and would receive it after 10. Called again on 8/29 and was then told it had been 5 days instead. When I pointed out the contradiction, they backpedaled and made excuses. When I asked more questions and called out more of the holes in their stories and expressing my distrust, I was hung up on yet again

  Business Response

  Date: 09/05/2023

  InstaMed's Customer Service Team has been in communication with ***** over the past week regarding his request to refund a payment.  On 9/1/2023, the Team emailed ***** that the refund was processed on 8/30/2023 and provided the trace number for the transaction.  ***** was advised in the email to provide his bank with the trace number if he did not see the transaction processed in his account.  If there are additional questions regarding the refund, InstaMed's Customer Service Team can be reached at (866) INSTAMED, (866) 467-8263, or [email protected].

  Customer Answer

  Date: 09/08/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***********************
  

• Initial Complaint

  Date:08/04/2023

  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.

  Hidden Fees

  Business Response

  Date: 08/31/2023

  InstaMed's Customer Service Team emailed Dr. ****** on 8/31/2023 to explain Virtual Card payments and the registration process for the Cards.  Going forward, Dr. ****** has been opted out of receiving payments via Virtual Card.  As there are still Cards with payments for Dr. ****** that have not been processed, the Team provided instructions on how he can process the Cards using his Credit Card Terminal, or he can respond back to the email with a request to cancel the Cards and have the funds returned to the patients.  InstaMed's Customer Service Team can be reached at (866) INSTAMED, (866) 467-8263, or [email protected] for further inquiries.
  

  Customer Answer

  Date: 09/06/2023

  Instamed has now indicated that I can receive the payments if I contact them or I can pay credit card fees to obtain the funds.  I do not have a credit card arrangement.  .  Instamed never had any authorization to collect payments on my behalf.  They now want me to call them to get the payments.  I should not have to make a call or pay a fee to obtain funds meant for me and taken by Instamed.  They are asking me to either pay or call them to arrange payment.  I should not have to arrange for payment of funds intended for me that hey took without my authorization.

  Business Response

  Date: 09/28/2023

  Following communication from Dr. ****** via the BBB in August 2023, InstaMed's Customer Service Team opted him out from receiving patient payments via Virtual Cards going forward.  With respect to Dr. ******'s statement that, "InstaMed has now indicated that I can receive the payments if I contact them....", this in incorrect and does not follow InstaMed's business model.   InstaMed will gladly work with Dr. ****** on additional concerns, and the Customer Service Team can be reached at (866) INSTAMED, (866) 467-8263, or [email protected].