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Business Profile

Clinic

MinuteClinic, L.L.C.

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for MinuteClinic, L.L.C.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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MinuteClinic, L.L.C. has 710 locations, listed below.

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    Customer Complaints Summary

    • 552 total complaints in the last 3 years.
    • 243 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:01/30/2025

      Type:Billing Issues
      Status:
      Resolved
      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.
      After several years of getting flu and covid vaccines, covered by insurance, at ************, on September 3 and October 14 of 2024 I visited CVS (************************************************************) for these vaccines and was referred to the Minute Clinic within the store. Staff at the Minute Clinic confirmed my United Healthcare coverage applied and administered the shots. Since then, Minute Clinic has billed me $290.87 and $128.10 for these vaccines, now claiming that my health insurance does not apply. When I called the Minute Clinic helpline in Oct 2024, the staff initially stated they thought my health coverage did apply and that there had been an error. However, they called United and then determined that United does not cover Minute Clinic claims. The ** representative then submitted a dispute on my behalf. I received no communication about the status of my dispute but after a couple months began receiving notices that my payment was past due.When I called the ** helpline again on 1/30/25, the staff expressed surprise that I wasnt covered with United but then said I had to pay the full amount. A supervisor subsequently offered small fractional discounts, which I turned down.I think it is unreasonable to have to pay given the confirmation at the Minute Clinic that my health insurance applied. Its essentially being told you have to pay one price but then being charged more after the fact. Also problematic is the lack of clarity that walking from a pharmacy to a Minute Clinic within a CVS constitutes going to a different business with different insurance coverage.I will say that all of the staff I have interacted withat the Minute Clinic and over the helplinehave been friendly and did sincerely seem to be trying to help on the billing issue (though ultimately not able to).Thank you for your help.

      Business Response

      Date: 02/04/2025

      Thank you for your letter concerning ******* ********** . I am pleased to report that this matter has been resolved between MinuteClinic and ******* **********.  

      Customer Answer

      Date: 02/08/2025

      [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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

      Regards,

      ******* **********

    • Initial Complaint

      Date:01/30/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      *Date of Transaction: 10/27/2024 *Amount in dispute: $444.16 I received my annual flu and Covid vaccine at CVS on 10/10/24(which is within network of my insurance plan). Minute Clinic (MC) requested my insurance information at the time I set my appointment up, including asking for pictures of my insurance ******* sent me a statement dated 10/25/24 (I was charged on 10/27/24). The statement indicated that while they submitted the claim through my insurance BCBS-OH, my insurance notified MC that I was not covered under their plan. When I researched, I found that a claim was never submitted to my insurance. I called MC, and was told that they did not have my insurance information. When i asked why I was not provided a response but told that they will submit a claim to my insurance if I provide them with my insurance information. I called 45 days after my initial call (and 26 days after my insurance accepted & paid for the services in full). I was told the refund was processed within 8 days of payment I would have to wait 30 days for MC to send me a refund. It is 13 business days later and I have not received a refund. MC was not able to provide me any proof that the refund was issued and is on the way. The ** website does not provide any information. At this point I do not have proof that a refund was issued OR that I will be receiving the check (customer service is not able to confirm where the check would be mailed from).During my first call I submitted a complaint and requested that I be contacted back. This has not occurred. Additionally, I was researching the website I noticed that if no insurance was used my flu vaccine would have been $68.99 (vs. $93.59 charge & $34.51 "vaccine injection charge" and my covid vaccine would have been $201.99 ( vs. $248.06 charge & $68.00 "immunization admin"). A vaccine injection charge is not listed on the website as part of the charges and I was overcharged by $70.67 just for the vaccines.

      Business Response

      Date: 02/06/2025

      Thank you for your letter concerning **** ******** . I am pleased to report that this matter has been resolved between MinuteClinic and **** ********. 

    • Initial Complaint

      Date:01/29/2025

      Type:Sales and Advertising Issues
      Status:
      Answered
      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.
      The service was provided on 01/15/2025 when I went to MinuteClinic for a vaccination. The provider told me the amount I had to pay if my insurance did not cover the vaccination. The price out of pocket based on the signs she pointed out in her office was $105. A week later I received a bill saying I had to pay $237.70, so I called customer service. They told me the vaccine on its own was $145 because the price without insurance is different and the injection price was $90. This information I was not given during my visit to the provider which feels fraudulent.

      Business Response

      Date: 02/03/2025

      Thank you for your letter concerning billing. MinuteClinic has made several attempts to reach ***** *******-****** via telephone. MinuteClinic has also sent **************************** a letter advising them to
      contact us should they like to resolve this matter. Please have ***** *******-****** contact ******** ******, Patient Support Senior Coordinator at ************ to discuss further.

    • Initial Complaint

      Date:01/27/2025

      Type:Billing Issues
      Status:
      Answered
      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 the clinic with my husband nov 19 2024 for tdap shots, they billed my insurance as "regular shots" instead of "routine" which I told them they were covered as, I have called the billing 12-2-24, 12-14-24, 1-6-25 and 1-27-25 spent almost 5hrs trying to get this resolved - case #*********

      Business Response

      Date: 02/10/2025

      Thank you for your  letter concerning Ms. ******* *****. MinuteClinic has spoken to the patient and MinuteClinic is actively researching the matter. If the patient has further questions or requests an update, please have them contact Senior Patient Support Coordinator ***** ***** at  ************. 

      Customer Answer

      Date: 02/11/2025

      Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

      [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

      Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

      FAQ

      Regards,

      *******

       

       

    • Initial Complaint

      Date:01/27/2025

      Type:Billing Issues
      Status:
      Answered
      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.
      No bill was received from the clinic. They did not charge my insurance and rather charged my bank account directly. I have been unable to contact their billing team as nobody answers the phone. I need an itemized bill and proof my insurance was charged before I was billed, as my insurance information was provided at my visit.

      Business Response

      Date: 01/31/2025

      Thank you for your letter concerning Sage Ritchotte . I am pleased to report that this matter has been resolved between MinuteClinic and Sage *********. 

    • Initial Complaint

      Date:01/27/2025

      Type:Billing Issues
      Status:
      Answered
      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 1/5/2025, I visited the CVS Minute Clinic in regards to an acute urinary/ sexual health concern while temporarily traveling in *****. Prior to receiving services, I was explicitly informed by the clinic staff that my insurance, ***************** Blue Shield, was accepted. Based on this assurance, I proceeded with the appointment. However, I later discovered that my insurance did not cover the services at all, as the clinic was out of network. Consequently, on 1/18/2025 $1,035 was removed from my bank account for the visit.I relied on the information provided by the clinic staff regarding my insurance being accepted.Had I known that the clinic was out of network, I would not have proceeded with the appointment.When I contacted the clinic to request a reduction to the self-pay rate (as opposed to the billed insurance rate), my request was denied on the grounds that I initially showed proof of ************ Concerns:The clinics assurance that my insurance was accepted constitutes a misrepresentation that directly influenced my decision to seek services.The refusal to adjust the bill to the out-of-pocket rate is both unreasonable and unethical, given the circumstances.This situation has left me feeling misled and financially burdened through no fault of my own.

      Business Response

      Date: 01/30/2025

      Thank you for your letter concerning billing. I am pleased to report that this matter has
      been resolved between MinuteClinic and ***** *****.

      Customer Answer

      Date: 02/03/2025

      Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

      I am unsatisfied with the outcome. I was able to receive $200 back, however I still ultimately paid an obscene amount of money for a simple office visit. I spent hours and hours trying to get this negotiated with cvs. I was hoping for an out of pocket price adjustment. I will take the discount received, but I am not satisfied with the outcome and will never be using CVS minute clinic again. My hope is that CVS minuteclinc learns from this case. They should be required to thoroughly check insurance coverage and communicate this to the consumer BEFORE so they know how much they will be getting charged prior to agreeing to testing and such. There is no reason a person with ********** should be paying over $1000 for a MinuteClinic visit. It was a financial blow, and incredibly stressful. 

      Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

      FAQ

      Regards,

      *****

       

       

      Business Response

      Date: 02/04/2025

      Thank you for your letter concerning the patient. MinuteClinic has discussed the matter with the patient and determined they are responsible for charges due for services rendered.   The patient's claim was denied by their insurance .The patient may consult their insurance company to determine coverage details. The patient was offered an adjustment which was accepted.  MinuteClinic has provided the resolution and compensation that best fits within our guidelines.  Therefore, MinuteClinic considers this matter closed.

    • Initial Complaint

      Date:01/24/2025

      Type:Customer Service Issues
      Status:
      Resolved
      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 1/9/25, my son and I went to MinuteClinic in ******, *****. We both provided insurance documentation and they took pictures of our military IDs. Come to find out, this company made no attempt to bill our insurance for the services rendered and used our payment info on file to debit $844.94 for my visit and $565.54 for my sons visit. Knowing that we are an active duty Air Force family with 100% coverage. On 1/21/25, I contacted the MinuteClinic billing department to rectify the issue. They refused to credit our money back, the *** could see all the insurance documentation we provided and admitted they did not attempt to bill our insurance. The *** stated that they would bill the insurance immediately. As of today, 1/24/25, ******* has not received the claims. In 24 years of military service, we have never ran into a medical specialist that has taken our money first without billing Tricare. Clearly they prefer to obtain the higher rate from the customer than the insurance reimbursement which is unethical. We recommend that you stay away from MinuteClinic for urgent care needs. The convenience will cost you.

      Business Response

      Date: 01/28/2025

      Thank you for your letter concerning ******** ****. I am pleased to report that this matter has been resolved between MinuteClinic and ******** ****. 

      Customer Answer

      Date: 02/01/2025

      [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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

      Regards,

      ******** ****

    • Initial Complaint

      Date:01/21/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Regarding services rendered 12/28/24. Minute clinic failed to submit my claim to my insurance at the time of my visit. I spoke with a patient **** ***, 1/17/25 who was supposed to submit it and did not. I am being charged $314.57 and ******* will not let me submit the claim myself because the provider is technically in-network. At least a portion of the visit should be covered but I am being charged for 100 percent of costs. I need minute clinic to handle my insurance claim properly but cannot seem to get any resolution.

      Business Response

      Date: 02/11/2025

      Thank you for your  letter concerning Ms. ******** ******** . MinuteClinic has  spoken to the patient and MinuteClinic is actively working on her request. If the patient has further questions or requests any update, please have them
      contact Senior Patient Support Coordinator ***** Lopez  at  ************.

    • Initial Complaint

      Date:01/18/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      During the last half of 2024, my kids and I had health insurance through the health insurance marketplace. Our plan was Aetna's CVS Health plan which included $0 visits to **********************. On November 26, 2024, I visited MinuteClinic due to ongoing sore ***********. On January 3, 2025, my credit card was charged $151.96. When I called the MinuteClinic on Saturday, January 11th, they told me that they mistakenly filed our insurance with ************* (we have never had a policy with them). I was told I would receive a callback from someone who could help me. By Tuesday, January 14th, having not received a call back, I called again and was sent through over half an hour of being put on hold between talking to several different people with none of them providing a satisfactory answer as to what I can do to be refunded the money I should not have been charged in the first place.

      Business Response

      Date: 01/22/2025

      Thank you for your letter concerning ***** *****. I am pleased to report that this matter has been resolved between MinuteClinic and ***** *****

      Customer Answer

      Date: 01/24/2025

      Better Business Bureau:

      I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

      Regards,

      ***** *****

    • Initial Complaint

      Date:01/18/2025

      Type:Customer Service Issues
      Status:
      Answered
      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.
      Minute clinic is ****ing me for a visit from over six months ago. The **** says my insurance covered the visit.

      Business Response

      Date: 01/27/2025

      Thank you for your letter concerning ******* ******* . MinuteClinic has made several attempts to reach ******* ******* via telephone. MinuteClinic has also sent ******* ******* a letter advising them to contact us should they
      like to resolve this matter. Please have  ******* Roubert contact ***** *****, Patient Support Senior Coordinator at ************  to discuss further.

    MinuteClinic, L.L.C. is NOT a BBB Accredited Business.

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