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:03/08/2023

  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.

  Instamed Portal will not allow me to manage my bills because it malfunctions when trying to add my provider. Support closes the case without resolution and when you call the number they tell you to email. Email closes the case without resolution. As you can see, I get stuck in a loop with no assistance. I would like them to address my issue so I can manage my bills on their portal. Cases ******** and ********

  Business Response

  Date: 03/13/2023

  On 3/10/2023, InstaMed's Service Team emailed ******* with a request for additional information from his Provider's statement so that the Team can confirm the Provider's account.  Upon receipt of this information, the Team will perform additional research to determine whether the Provider can be added to InstaMed's Patient Portal or not.  InstaMed will gladly continue to work with ******* to resolve this issue, and can be reached at (866) INSTAMED or (866) 467-8263 or [email protected] for additional assistance.
  

• Initial Complaint

  Date:03/07/2023

  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 made two payments to my provider via InstaMed 02/07/2023. The provider reached out to tell me that I already made those payments in person. the provider shredded the documents sent by InstaMed and never took the payment, instructing me to reach out to InstaMed for reimbursement. I have submitted three requests via InstaMed's website, emailed support three times regarding this matter (including my patient account numbers and case number) and called them approximately 25 times. A month later I have not heard a response via email and I have not been able to connect with a customer service representative.

  Business Response

  Date: 03/13/2023

  InstaMed's Service Team communicated, via email, with ****** on 3/9/23 regarding the 2 payments.  ****** opted to have the payments cancelled, and for the funds to be returned to her bank account.  Team advised ****** that cancellations were made, and that funds should be back in her bank account within 5-10 business days.  Please reach out to InstaMed's Service Team at (866) INSTAMED or (866) 467-8263 or [email protected] for additional assistance.

• Initial Complaint

  Date:03/03/2023

  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 submitted 2 separate payments to Instamed via the ***************** portal for treatment from ******** ************** ************* for $342.96 and $173.96 on February 23, 2023. On the Instamed website, they claim that they will transfer funds within 1-2 business days, but as of March 3, 2023, the healthcare provider has not received any payments.

  Business Response

  Date: 03/13/2023

  InstaMed's Service Team located the 2 payments referenced in this matter.  Payment in the amount of $173.96 was returned on 3/7/23, and the return reason code reflects that this action was initiated via **** through his bank.  This payment will be returned back to ****'s account within the next 5-10 business days.  The payment in the amount of $342.96 was sent to the Provider via a Virtual Card that expires on 4/30/2023.  On 3/10/2023, the following options for next steps on this payment were emailed to **** from InstaMed's Service Team - Option 1: Wait for Provider to process Virtual Card prior to its expiration date; Option 2: Have InstaMed re-send payment to Provider; Option 3: Have InstaMed cancel the payment and issue a refund to ****'s bank account.  InstaMed's Service Team requests that **** reach out at (866) INSTAMED or (866) 467-8263 or [email protected] to provide his requested option.
  

• Initial Complaint

  Date:03/03/2023

  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.

  Instamed is a company that ***** uses to take money from ***** users and pay medical providers. I paid through My ***** app 4 medical invoices. Instamed took money from my checking account and has not paid the medical bill. I called ***** and they referred me to Instamed because they are responsible for withdrawal and payment. I was calling because the hospital billing department informed me that the bill was not paid. I called 2 separate occasions to inquire when the payment would be made and each time my call was disconnected after waiting to speak to an customer service representative. At the time of filing this compliant I don't know the status of payment. If I knew there would be a delay in making the payment I would pay the clinic directly instead of use of the payment option through ***** who contracts this with Instamed. Instamed website claims "Innovative Healthcare Payment and Billing Solutions" and "Deliver the experience todays consumers want with convenient personalized healthcare payment options that build loyalty and help improve your financial performance." When it comes to paying the claim Instamed has on the website is not accurate. I will be filing a complaint with ***** because they have responsibility for using this service.

  Business Response

  Date: 03/13/2023

  InstaMed searched our records and was unable to find one matching *****'s name, email, or phone number.  We will gladly work with ***** to further investigate the transactions if additional details are provided.  InstaMed's **************** Team reached out to ***** on 3/9/23 and 3/10/23, via email, to obtain details on the payments so that they can be researched.  InstaMed's **************** Team can be reached at ************************* or ************** or *********************************

  Customer Answer

  Date: 03/25/2023

  [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: per the BBB complaint process i submitted the complaint information and it is the same information Instamed requested in the follow up email.

  It is an additional Insult to the service that is claimed and not provided. Why is the information i gave to BBB requested after I already uploaded all of the information? 
  Regards,
  
  ***********************
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:03/02/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a psychotherapist in private practice in Portland, OR. On 02/01/2023, I attempted to collect a copay from a client. They told me they had already made the payment through the ***** website. When I contacted *****, they informed me that payment had been made through InstaMed. I never authorized InstaMed to collect payments on my behalf or had even heard of them. I reached out to them and began the process of enrolling for electronic funds transfers. They deposited and withdrew .01 from my business bank account to verify the account. That was on February 6, 2023. Since then I have made numerous phone calls with them to “complete my enrollment” with no resolution despite "escalating it.". At this point, my clients have unwittingly paid them at least $540 that clients thought was going directly to me. I've spent hours on the phone with InstaMed and given them the same information multiple times. Also, a client received a receipt from InstaMed that appears for all purposes to be coming from my business. They used my business name four times in the receipt they sent to my client. I called InstaMed yesterday to see why I am not getting these payments. I was told I need to provide proof of ownership of my business before I could get MY money that they intercepted without my or my clients’ knowledge. I am not giving them any more information and asked that they refund all of my clients’ payments. They said they would cancel my enrollment application and this would automatically refund my clients. I put a stop payment on my business bank account and they appear to have deactivated my profile. This company is intercepting payments due to me without my consent and making it appear the payments are coming directly to me. Then I am asked to prove to them I own my own business when they are sending out documents that appear to come from my business. This is deceptive, fraudulent and frankly extortion to demand more information from me before they will give me my money. 

  Business Response

  Date: 03/23/2023

  ********'s enrollment with InstaMed was terminated per her request on 3/2/2023.  As of 3/22/2023, refunds have been submitted for all of her patients' payments that were processed to her account during her enrollment period.  Refunds can take up to 5-10 business days to post back into her patients accounts. In addition, InstaMed has documented ********'s request to opt out of receiving member (patient) payments via Virtual Card going forward.  InstaMed customer service can be reached at (866) INSTAMED or (866) 467-8263 or [email protected].

  Customer Answer

  Date: 03/25/2023

  [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: There is no acknowledgment from Instamed that they intercepted these payments without my consent or that they fraudulently used my business name in issuing receipts. Nor is there any recognition of the great difficulty I had in sorting out this mess they caused. My clients called and asked for refunds, Instamed did not offer them. I put a stop payment on my business bank account for Instamed because I had a feeling they were going to try to fraudulently bill me. My Instamed account was closed on March 2, 2023. Nevertheless, an attempt was made to debit my business bank account for $8.65 for undisclosed service fees on March 8, 2023, ostensibly for processing payments I never received. 
  
  Regards,
  
  *******************************
  

  Business Response

  Date: 04/05/2023

  ********** enrollment process with InstaMed was cancelled on 3/2/2023.  No product fees were deducted from *** bank account.  InstaMed's Customer Service Team can be reached at (866) INSTAMED, (866) 467-8263, or [email protected].

• Initial Complaint

  Date:02/22/2023

  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.

  Hello BBB, First I am more frustrated than upset. I have tried all the avenues with my insurance *****, HSA, ********, and the ******* ** ******* *********** who were paid in error for my ER bill for the ER doc portion - Date of Service 7-27-2022. The actual people who I owe (******** Physicians Services) are nice enough to wait for me to sort but I will just pay them and hope I get an actual refund from ******* ** MEDICAL SPECIALISTS. I have faxed and called ******* ** MEDICAL SPECIALISTS all the info. InstaMed can see the payment and even the refund button. I just cannot get a response from ******* ** MEDICAL SPECIALISTS. ******** agent told me to wait a week after faxing in the info and now tell to wait 4 to 6 months. The reasons why InstaMed needs to resolve this is they were to bubble it up and have a manager or account manager contact ******* ** MEDICAL SPECIALISTS and get them to act. They took my money and paid the wrong people based on the link in ***** InstaMed system. It had the ******* ** MEDICAL SPECIALISTS Oklahoma Ok contact info and address but now it is changed to the real provider service and a Las Vegas NV address. I simply need InstaMed to work with and resolve with ******* ** MEDICAL SPECIALISTS to refund the payment to them in error so I can pay the bill to the proper provider. InstaMed basically just says hey we paid. Up to you to get your money back. I have spent 20 plus hours and almost going on 4 months. I have attached all the docs I have as well as the fax I sent to the ******* ** MEDICAL SPECIALISTS. Just looking for refund of the payment $724.57. ******** Physician Services wants payment to resume March 1st, 2023. When I got their bill, I realized something was wrong. This is how I figured out the wrong billing service was paid. Thank you for reviewing.

  Business Response

  Date: 03/13/2023

  On January 30, 2023, InstaMed emailed ****** the merchant processing documentation for the payment he made to his Provider.  The documentation provides details on how and when the Provider processed the payment.  InstaMed's Service Team has tried to contact the Provider directly, but has not received a response.  The Service Team recommends that ****** share this information with his Provider so that the payment can be located and credited to his account.  The Team will also continue reaching out to ******** Provider.  Please reach out to InstaMed's Service Team at (866) INSTAMED or (866) 467-8263 or [email protected] for additional assistance.
  

  Customer Answer

  Date: 03/23/2023

  [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: Yes, they have provided me the receipt and who they paid.  That is why I filed with with Instamed.  They paid the wrong provider **********'s link.   I can call ************ and someone every time at ******* ** specialist who got the money.  They are not the right provider.    ******** Physician Services is the correct provider.  Instamed's typical response is we paid where is the proof.  Up to the consumer to resolved the error.   Is Instamed just faxing or email someone or are they actually picking up the phone and speaking with someone. 1/6/2023 ******** with Instamed who I first spoke with told me and was very helpful Instamed would get an account manager to look into who is assigned to work with ******* ** spec.  I would think the person's responsibility is like an account manager and has a direct contact on the provider side.   At Premier, on 1-6-2023 I spoke with *****, 1/20 ****** faxed all the info.  1/20 spoke with ******* who verified she received my info and the fax and will get a supervisor to look into it with *******. 2/7 I spoke with **** at ******* and he said allow at least 90 days to 6 months for a response.  As you can see, I will never use ***************** or Instamed for anything.  No hard feelings but not a streamlined product.  
  
  Regards,
  
  ***************************
  

  Customer Answer

  Date: 03/24/2023

  I was not sure how to add this info to the case but here is the update.   I have called ******** Physician Services today to pay my bill with the actual provider and they state a payment was received already1/25/2023.   They couldn't provide details but will send me a statement of the payment.  It appears the old ER md billing company ******* ** specialists must have forward the payment to Envision.  ??  They are two separate companies.   If the ER Doc changed bill pay services I can only assume they must a process to redirect payments.  I do not know.  I recently rejected Instameds response.  Once I get the statement from Envision I would be happy to update the complaint.    
  
  Thank you, 
  
  ******

• Initial Complaint

  Date:02/07/2023

  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.

  Exactly I was on ********** website trying to pay a bill from ************** Hospital. The bill was for $59.21 dollars. This company was the only option payment. They wanted money from a bank account. My husband and I have joint account so I payed the bill on January 5. Couple days ago *************** told me that they have not receiving the payment. They told me to contact this company. I had contacted them twice without respond. I called ********** and they are perplex too. I called this company several times and there is not way to talk anybody else. The $59.21 dollar was withdraw from our bank right away on January 5. So where is the money and why this company have not pay yet to ************* Hospital? We are already in February. The money was taking from the bank of ******** on January 5. *********************** is the name of my husband in the account. The confirmation number is A53860. Yes the transaction was approved. I want this company to pay to ************** hospital right away.

  Business Response

  Date: 02/17/2023

  On February 9, 2023, InstaMed emailed ****** the merchant processing documentation for the payment she made to her Provider.  The documentation provides details on how and when the Provider processed the payment. InstaMed recommends that ****** share this information with her Provider so that the payment can be located and credited to heraccount.  Please reach out to InstaMed's Service Team at (866) INSTAMED or (866) 467-8263 or [email protected] for additional assistance.

• Initial Complaint

  Date:02/03/2023

  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 paid my ****** ********** claim #********** on 1/23/2023 for my $42.11 copay from a ******************** Visit. I received a confirmation email on 1/23/2023 that InstaMed received my payment, and in the confirmation email was given the response code 100 and authorization code ******. This amount was deducted from my checking account over a week ago, but ******************** is still saying I owe this amount because they never received the payment from InstaMed. I attempted to call InstaMed's customer support line on multiple occasions, to which no one picked up while I waited for an available representative. Each call ended with me getting an automated voice message that said "due to high call volumes we can't take your call, please email our support email for assistance." I have tried emailing their support email multiple times and have not received any response. Thus, it is impossible to get in contact with anyone at InstaMed to resolve my issue.I'm not going to pay this amount twice just because InstaMed isn't properly relaying payment to my provider, and based on other people's complaints many others have had the same issues as me.

  Business Response

  Date: 02/03/2023

  On February 3, 2023, InstaMed emailed ******* the Proof of Payment/Deposit details for the payment made to her Provider.  The documentation provides details on how and when the Provider received and processed the payment. InstaMed recommends that ******* share this information with her Provider so that the payment can be located and credited to her account.  Please reach out to InstaMed's Service Team at (***) ******** or ************** or ******************************** for additional assistance.

• Initial Complaint

  Date:01/20/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've submitted 2 payments through Instamed to pay for my hospital bills - one for $250 and one for $725.14. I keep getting harassed by the hospital that they have never received the payment. I reached out to Instamed for a refund and they refused and said that they cannot offer a refund because the hospital processed the payment, yet the hospital has no record of the payment. I cannot keep getting harassed by the hospital with notifications and bills when the funds have already been withdrawn from my account. I have attached all of my receipts and payment confirmations from Instamed yet this situation is not getting handled. I need this to be settled once and for all. Thank you.

  Business Response

  Date: 01/27/2023

  InstaMed's Service Team spoke with ****'s Provider on January 26, 2023 regarding his 2 payments.  They are investigating the situation and have tagged ****'s account so that he will not receive further bills.  The Provider advised that the investigation may take up to 2 weeks to complete, and if **** does not hear from them during that period, he should contact them directly.  The Service Team emailed **** this update on January 26, 2023.  Please reach out to InstaMed's Service Team at (866) INSTAMED  or (866) 467-8263 or [email protected] for additional assistance.
  

• Initial Complaint

  Date:01/19/2023

  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 11-11-2022 I paid $212.97 on my ****** ********** app for services provided by ************************, **** $212.97 was marked processed/paid on 11-18-2022. My HSA account through ********** was charged. Several weeks later I received a bill in the mail from ************************ for the exact same service that I had already paid through Instamed. I called ******* ******* about this and they responded that they never received payment. I called ***** Bank. They directed me to Instamed. I called multiple times and only once was able to talk to a representative. They were unable to help me and suggested I email their support team. I did this twice and never received a reply or response from them. I ended up having to pay this bill a second time (also with my ********** HSA card) directly to ******* ******* (********) on 12/14/2022. ******* ******* Account Number *******. ****** ********** Member ID: ********* I attached a pdf from my HSA account showing both payments in the same amount.

  Business Response

  Date: 01/27/2023

  On January 23, 2023, InstaMed emailed **** the merchant processing documentation for the payment he made to his Provider.  The documentation provides details on how and when the Provider processed the payment.  InstaMed recommends that **** share this information with his Provider so that the payment can be located and credited to his account.  Please reach out to InstaMed's Service Team at (866) INSTAMED or (866) 467-8263 or [email protected] for additional assistance.