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:09/29/2022

  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 paid 295.98 through my insurance portal for an orthopedic appointment in October of 2021. This payment was processed through InstaMed and still has not been received by the doctor's office who just sent the bill to collections. When I contact InstaMed, they give the same solution of emailing the payment details to the doctor's office which has been done repeatedly to no avail. This company has refused a refund so that I can pay the office directly.

  Business Response

  Date: 10/14/2022

  InstaMed reached out to both ******* and her Provider, and sent proof of payment for the transaction in question.  InstaMed's Service Team continues to work with both parties to have the payment credited to *******'s account.  Please reach out to InstaMed's Service Team at (866) INSTAMED or (866) INSTAMED or (866) 467-8263 or [email protected] for additional assistance.

  Customer Answer

  Date: 10/25/2022

  [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 has been no progress made with assisting the provider with finding the payment. I've been denied a refund under the guise of the payment "being processed" though the office never received payment. After informing that the email was not helpful to the provider in locating the payment, there has been no additional information given. In fact, a couple of emails have been received with confirmation information that varied from the previous response.
  
  Regards,
  
  ***************************
  

  Business Response

  Date: 11/08/2022

  In response to *******'s feedback, InstaMed contacted her Provider on 11/1/22 to work on their acknowledgement of payment.  During the call, the Provider requested *******'s date of birth, and this is not information that InstaMed can provide.  InstaMed has emailed ******* on 11/2/22 and 11/7/22 requesting that she contact our Support Team so that a 3-way call can be initiated with her Provider to resolve acknowledgement of payment.  As of 11/8/22, the Support Team is ready to be contacted by ******* and facilitate the 3-way call.  InstaMed's Customer Support Team can be reached at (866) INSTAMED or (866) 467-8263 or [email protected].

• Initial Complaint

  Date:09/12/2022

  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 attempted to pay a medical bill through my ***** portal using Instamed. I have a receipt for payment but continue to get bills requesting payment from the provider, so the payment to Instamed was not distributed and the provider has no record of the bill being paid.

  Business Response

  Date: 09/20/2022

  InstaMed searched our records and was able to locate *****'s payment.  Service Team emailed ***** the payment details on 9/14/22 so that she can share them with her Provider.  InstaMed will gladly work with ***** on any further matters, and the Service Team can be reached at (866)INSTAMED or (866) 467-8263 or [email protected].

• Initial Complaint

  Date:09/01/2022

  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 received a notice through my insurance company, *****, that I had a balance of $68 that I would be responsible for after a recent *** Health visit. I immediately paid that amount. *** Health then charges my card on file two days later the same amount for the same visit. After numerous emails and phone calls between both companies, *** Health cannot find my payment that was made through Instamed. Instamed is also unwilling or incapable of providing the documentation needed to prove that I did make a payment.I have receipts from both companies and email chains from both as well. InstaMed cannot provide clarity to myself or *** Health on where the payment I made to them went so I would like them to refund the payment.

  Business Response

  Date: 09/20/2022

  InstaMed acknowledges *****'s issue, and will be sending him a refund for the payment made.  InstaMed will gladly work with ***** on further matters, and the Service Team can be reached at (866) INSTAMED or (866) 467-8263 or [email protected].

• Initial Complaint

  Date:08/22/2022

  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.

  I paid my copay of $50 through instamed to ******* ****** via ****** insurance website. The $50 was debited from my account on 7/25/22. Days later I receive a separate bill from ******* ****** stating that I have a balance owed of $50. I called ******* ****** and was told they never received the money nor have they heard of instamed. Fast forward 4 weeks, ******* has yet to receive the monies paid, and will likely cause me to end up in collections if I don't pay them separately. Unbelievable for a company whose foundation is literally based on remitting money from patient to provider. Please refund ASAP.

  Business Response

  Date: 09/06/2022

  InstaMed has searched our records and located that the Customer's payment was sent to the Provider via Virtual Card, and the Card was processed by the Provider on 8/25/22.  InstaMed's Service Team emailed Customer with details of Virtual Card that was processed, merchant tracing information, and the recommendation that the Customer directly contact the Provider with this information.  InstaMed's Customer Service Team can be reached at (866) INSTAMED or (866) 467-8263 or [email protected] for additional questions.

  Customer Answer

  Date: 09/06/2022

  [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:08/16/2022

  Type:Order 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.

  Tried singing up for an account with them they terminate me Without saying any reason Without giving me any change to explain my self Without giving me any way to release our TIN to reenroll Without giving me any guy or deportment to whom to speak to appeal the termination This is going om like this since April my boss ************** tried his luck but wasn't successful If there is any way you can help me ill me more then happy if you can contact me via email or phone call

  Business Response

  Date: 09/01/2022

  InstaMed has searched its records, and determined that the Customer's enrollment request was submitted by a third-party on their behalf.  In order for the Customer to apply for InstaMed's services, the Customer must submit the request themselves.  InstaMed will gladly work with the Customer to help them complete the enrollment request process. InstaMed/s Customer Service Team can be reached at (866) INSTAMED or (866) 467-8263 or [email protected].

  Business Response

  Date: 10/25/2022

  As stated in the letter dated 4-29-2022, InstaMed has elected to not proceed with enrollment.  Please reach out to InstaMed's Service Team at (866) INSTAMED or (866) 467-8263 or [email protected] for additional assistance.

  Customer Answer

  Date: 11/08/2022

  [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:
  
  Regards,
  
  *********************************
  

• Initial Complaint

  Date:08/15/2022

  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 have been dealing with Instamed since December of 2021, and it is now August 2022 and I have still not resolved the issue. Payments to my private practice for ******** supplements are made with a virtual credit card, however, the cards are denied by the Gateway with the notice: "card issuer declined this transaction." I attempted to change payment method to direct deposit via my billing company, and after registering online and completing paperwork in February 2022, a confirmation and welcome email was received from Instamed. Included in this email were:my Corporate ID, tax I NPI, and bank information, etc. An email confirmation was received from my billing person in March 2022 indicating that per phone call to Instamed all future payments would be direct deposit. Upon receipt of virtual credit card in July 2022, which I am unable to deposit as per above, I contacted my billing company to ask why Instamed was again issuing a virtual card which cannot be used. They were told that a "suspension had been placed on my NPI, and that I needed to contact them directly." In a series of email and phone calls the week for 8-9-22 I was told by a customer service rep with Instamed that the corporate ID I am providing is not the same as they have on file. The only corporate ID I CAN provide is my business name, which corresponds to the email from them February 2022. Since I have made no changes to corporate ID, the issue has to be resolved on their end, and yet, I cannot progress further at this point. On 8-10-22 I had a lengthy discussion with a customer service rep and asked that I speak with a manger. He told me he would put that request through to a manger, but as of today, 8/15/22, I have had no contact from the company. I have a payment from Colonial Life processed through Instamed that I cannot deposit. Isn't issuing credit cards that are faulty fraudulent? I am at my wits end.

  Business Response

  Date: 08/24/2022

  InstaMed has researched the issues raised by **** and made updates to her account.  On 8/17/22, the direct deposit process was remediated, and **** was notified.  On 8/18/22, updated login credentials were sent via secure email.  InstaMed's Service Team called and left a voicemail to follow up with **** on 8/24/22, and awaits her response to ensure satisfaction.  We will gladly continue to work with **** on any additional questions, and InstaMed's Service Team can be reached at (866) INSTAMED or (866) 467-8263 or [email protected].

  Customer Answer

  Date: 08/26/2022

  [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:
   
  On 8-18-2022 I received an email communication from Instamed finally resolving the issue. Thank you for your assistance with this matter, and I hope it will help other providers.
  
  ***************************,**********
  Owner, **************, ***
  Regards,
  
  ***************************
  
  

• Initial Complaint

  Date:08/05/2022

  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 made a payment on a bill of $1000 through InstaMed on 3/15/22. They were supposed to pay my hospital bill. The hospital never got the money. The hospital is going to send me to collections, so now I have to pay the hospital the $1000 directly. InstaMed refuses to help. InstaMed offered a proof of payment which I gave to hospital. Hospital doesn’t accept InstaMed at all and will not honor proof of payment. InstaMed does nothing.InstaMed needs to refund my $1000. InstaMed won’t even call me back.

  Business Response

  Date: 08/11/2022

  InstaMed has informed ****** on 8/11/22 (via email)that it will refund her $1,000.  Email requested that she provide her preferred mailing address for the refund check.  InstaMed will gladly work with ****** to resolve this issue, and  InstaMed's customer service can be reached at (866) INSTAMED or (866) 467-8263 or [email protected].

  Customer Answer

  Date: 08/24/2022

  [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:
  I have called twice to give my address and even responded to their email with my mailing address. I have called a few times since then and every time I call they have not sent the check to me yet. They need to mail the check out.

  Regards,
  
  ****** ****** 

• Initial Complaint

  Date:07/23/2022

  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.

  In April 2022, I attempted to make a payment to ****************** in Gilbert, AZ for treatment I had earlier this year. The amount of the payment was $170.59. When making the payment online, a message popped up stating that they, "unfortunately" could "not accept credit card payments at this time." I was redirected to InstaMed to make a debit card payment or withdrawal from my bank account. My payment, of course, never made it to ******************. After several reminders to pay my bill, they told me it would go to collections. I have a credit score in the 800s, and I didn't want that marred. So I paid the bill AGAIN and then tried to work with InstaMed to get a refund of the first payment. InstaMed insisted the payment was processed and sent me information that should "assist my doctor with locating the funds." This information included a PO Box address in ***** (my doctor is in AZ and has a physical mailing address), a case number that started with "****-" (weird), and the ******** name ************** (my doctor's ******** name is THE **************).The information, even though I requested it, did not include a phone number to where the funds were sent or an account number to which the funds should have been applied. InstaMed insists that the payment was processed by my provider, and I should take it up with them. My bank will not return the money, and said I need to take it up with InstaMed. I am out $170.59 and now have to diligently watch my bank account for more fraud.

  Business Response

  Date: 08/11/2022

  InstaMed contacted *******'s provider on 8/8/22, and was informed - 1. Provider's Bill Posting Team is located in Maine; 2. The Bill Posting Team is currently 4-6 weeks behind on posting patients' payments.  InstaMed was unable to work with the Bill Posting Team to look for the current status of *******'s payment, as they require patient demographics which InstaMed cannot share due to HIPAA regulations.  An email update was sent to ******* on 8/8/22 with this information, and a request was made to have Rebecca contact InstaMed in a 3-way call with the Provider's Bill Posting Team to locate the payment.  We will gladly work with Rebecca to resolve this issue.  InstaMed customer service can be reached at (866) INSTAMED or (866) 467-8263 or [email protected]. 

  Business Response

  Date: 09/01/2022

  InstaMed was able to hold 3-way phone call with the Customer, *******,  and Provider on 8/20/22.  Provider requested payment settlement information, and email was sent by InstaMed's Service Team with details on 8/26/22.  InstaMed will gladly continue to work with ******* and the Provider on any additional information they need. InstaMed's Customer Service Team can be reached at (866) INSTAMED or (866) 467-8263 or [email protected].

  Customer Answer

  Date: 09/15/2022

  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:07/07/2022

  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.

  Hi,I used instamed to make a payment to one of my doctors. When I went to the doctor, she said that she needed to talk to me about my outstanding balance. I said that I paid through Instamed (which is on my insurance portal, Anthem BCBS). She said she didn't know what Instamed was. I tried my best to explain, thinking Instamed sent a check to providers, or some such. I believe she said that she received some sort of a debit card, but it wasn't clear what or who it was for. So, it's possible they sent her something, it's also possible they did not. I don't know. Regardless, she told me it wasn't a usable form of payment for her. I am just trying desperately to figure out what's going on. If Instamed did send the payment on my behalf, it wasn't useable, so I need to be refunded. If they did not send it (again, I don't know, because I haven't gotten an email response from them!), I'd still need to be refunded. I just want help getting to the bottom of this! I sent my doctor a check so now I have paid twice for the same service, as I'm unable to figure out what is going on. I tried calling last week as well, but after being on hold for some time, without speaking to any humans, the call just disconnected. Please, help! I know that 230 some odd dollars isn't a lot to some people, but I am not in a position to throw money around. I'm just desperate at this point to know what's going on.

  Business Response

  Date: 07/13/2022

  InstaMed searched our records, and found that *********'s refund was sent back to her bank account on 6/7/22.  The Customer Service Team emailed ******** on 7/11/22 with this information.  We will gladly work with ******** if there are further questions or concerns. InstaMed's Customer Service Team can be reached at  (866) INSTAMED or (866) 467-8263 or [email protected].

• Initial Complaint

  Date:07/05/2022

  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 made a payment through Instamed payment services offer to me through my ***** ****** Insurance. The payment through Instamed was for $73.00 to be sent to *** ****** ****** for an outstanding bill. The money left my account but it was never received to *** ****** ****** from Instamed to pay my outstanding bill. *** ****** ****** is now threating to take me to collections for Instamed not sending the payment to them and Instamed will not refund me my money although they were contracted to send it the company for payment of my bill. The $73.00 left my account into Instameds trust so I cannot afford to pay a bill twice and need Instamed to pay *** per our contract or refund my money to me so I can pay and not go to collections when I in good faith paid my bill and trusted Instamed. Amount was $73.00 taken from my account on 5/16/2022 by instamed at 2:35pm. Merchant ID ****************. Authorization code ******. Instamed I contacted on 6/28/22 and they refused to help and refund me. *** ****** ****** is adamant after 15, yes 15! times I have contacted them Instamed did not send them a payment for my services outstanding bill. Instamed can only confirm to me the payment leaving my bank account, they did not send any proof they paid ****** ****** and told me I cannot have my money back and to deal with *** but *** was not paid by Instamed and I need help as Instamed stole my funds and did not provide them as a bill payer to the recipient as we agreed upon when I confirmed the transaction to use their services.

  Business Response

  Date: 07/13/2022

  InstaMed emailed Meghan with payment confirmation details on 6/28/22, and recommended she forward the information to her Provider.  At Meghan's request, InstaMed's Customer Service Team called the Provider on 7/8/22 and 7/11/22.  The Team made contact with the Provider on 7/11/22, but could not be assisted with the issue as InstaMed cannot provide the requested patient demographics.  InstaMed emailed Meghan on 7/11, 7/12, and 7/13 2022 requesting she initiate a 3-way call with the Provider to address this matter.  Team has not yet received a response from Meghan, but will gladly work with her to resolve this issue.  InstaMed's Customer Service can be reached at (866) INSTAMED or (866) 467-8263 or [email protected]

  Customer Answer

  Date: 07/15/2022

  [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: instamed has over 1 hours wait times to reach someone and I do not have the time to wait for their lack of Serice. I have not been called by instamed to start this call and I shouldn’t be expected to wait so long to get ahold of them for their error. 
  
  Regards,
  
  ****** *********