Business Profile

Clinic

MinuteClinic, L.L.C.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Clinic.

Complaints

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

Customer Complaints Summary

553 total complaints in the last 3 years.
244 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.

Initial Complaint
Date:12/11/2024
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.
DOS: Nov 5, 2024 Patient Names: *********** Charges: $128.10 & $159.29 Service: Flu Shot X 2 Complaint: I have insurance (provided numerous times). Charges appeared on my credit card (they had on file) within 5 days with no bill sent. I had to call there ************ (spoke to Desitiny). phone number (1 hour hold time) - provided insurance again. Never heard back. Called again in 2 weeks (again, 1 hour hold). I was told they mailed a check on 11/30. Check never received within 12 days. Called again (1 hour hold), told to wait 5-6 weeks for check to arrive. Bottom Line - Charged $280+ for 2 flu shots on a credit card they had on file and never sent a bill to me). Won't issue a refund on my credit card classic attrition play - no email or online system, must call and hold 1 hour to speak to someone, told its on its way and wait a few weeks and they hope you don't keep fighting it.
Business Response
Date: 12/16/2024
Thank you for your letter concerning **** ********* . I am pleased to report that this matter has been resolved between MinuteClinic and **** *********.
Initial Complaint
Date:12/11/2024
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 entered a ***** testing order with CVS minute clinic in June of 2024 and at that time I provided my insurance information to CVS minute clinic online to ensure that my insurance would be accepted before taking the ***** test. In addition, I contacted my insurance to confirm that they will pay for ***** testing and they confirmed that they would pay for the ***** testing. So, it came to my surprise when I received a bill of $135 dollars for the ***** testing. To be clear, I was never notified in writing or in the terms that was outlined online and provided to me that there was a possibility that I would have to pay for the ***** testing. As such, CVS minute clinic violated their responsibility in providing prior notification of charges and as such, the charge should not stand.
Business Response
Date: 12/19/2024
Thank you for your letter concerning the Ms. ***** *********. I am pleased to report that this matter has been resolved between MinuteClinic and Ms. ***** *********.
Customer Answer
Date: 12/21/2024
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 # ********.
The matter has not been resolved as I spoke with ***** from Minute Clinic and she informed me that she reached out to my insurance to ask why they rejected the procedure code that Minute Clinic sent over. ***** from Minute Clinic said that the claim is under review with my insurance, however, this is the 2nd time for review as my insurance rejected the 1st review request because Minute clinic did not correct the procedure code. ***** confirmed that she will call me once the matter has been finalized. Therefore, the matter is still pending and the money is owed.
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: 12/24/2024
The patient has been informed that her insurance company is reviewing her claim. The insurer advised that the review can take up to 30 days. MinuteClinic patient support coordinator will be following up with the patient. MinuteClinic cannot take any action until the patient's insurer completes its review. Therefore, MinuteClinic considers the matter closed.
Customer Answer
Date: 12/30/2024
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.
The matter has not been resolved as this is the 2nd time Minute Clinic has requested my insurance company to review the claim, however my insurance previously stated that Minute Clinic did not provide the procedure code my insurance covers for ***** testing and Minute Clinic failed to make the adjustments. Therefore, the issue here is the fact that Minute Clinic confirmed that I had insurance and as a result, provided the antigen ***** testing. During the scheduling of the ***** test, Minute Clinic failed to provide me any information on patient responsibility that stated I would be responsible for the ***** testing. It is the responsibility of Minute Clinic (healthcare provider) to clearly notify a me, as patient, of my financial responsibility, including any copay, deductible, or out-of-pocket costs associated with my treatment, to ensure I understand what I am expecting to pay for my care; as this is considered good practice to avoid billing surprises and promote transparency.

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:12/10/2024
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.
Minute clinic has made a bill on me for my covid test visit that i did almost 2 years ago. So they sent me the bill after 1 year i visited them. During my visit they have told me my whole bill will be covered by the insurance though at that time they asked me to pay $25. That i paid Now they are claiming bill unnecessarily after one year so they lied during my visit. I am student, that is a cruel attempt by them.
Business Response
Date: 12/16/2024
Thank you for your letter concerning the patient Ms. ******* ******. MinuteClinic has discussed the matter with the patient and the insurance and have determined they are responsible for balance due for services rendered. The patient will be contacting their insurance to dispute the balance. MinuteClinic considers this matter closed.
Initial Complaint
Date:12/09/2024
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.
Patient was charged self pay when we had insurance. We paid $94.27. Then a claim was turned in through ****************** like three different times. They were paid by us and then the insurance. Never sent back a refund as I was told I would. And then they processed another claim 8 months later saying I then owed another $90 for a strep throat test. This company is a scam. I will never in my life use them or ever suggest them. The representatives were just as horrible. I want my money back. You all were paid twice and then changed things. Very interesting.
Business Response
Date: 12/11/2024
Thank you for your letter concerning ***** **********. I am pleased to report that this matter has been resolved between MinuteClinic and ***** **********.
Initial Complaint
Date:12/06/2024
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.
Went to Minute Clinic on Sept. 5, 2024. The visit was not coded properly by Minute Clinic. My credit card was charged $25 for my co-pay then another $164.00 for the visit due to Minute Clinic not coding the visit correctly. The visit should have been 100% covered except for my co-pay. Then on top of all these charges I was sent a bill for $68.92. I have called minute clinic 8 times. I have also did a conference call on Nov. 15, 2024 so Sentara can walk Minute Clinic through what they coded wrong. Minute clinic said they would fix the claim and resend to Sentara which was never done. Each agent at Minute clinic keeps saying they did nothing wrong and will not connect with insurance company to discuss the issues even after we waked through how Minute Clinic can correct the coding and the bill since my co-pay is only $25. I will never go back to minute clinic. The billing issues has been a nightmare and the customer service is awful with ********************. This could of been a simple issue but we are going on 4 months with no resolution.
Business Response
Date: 12/16/2024
Thank you for your letter concerning billing. I am pleased to report that this matter has
been resolved between MinuteClinic and ******** *****.
Initial Complaint
Date:12/02/2024
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.
CVS 800 East West Connector Austell ** The ** ****** ******* . At the Minute Clinic treated me sooo bad she over charged my insurance and my daughters . I want a apology from her for treating me horrible and over charging us ******
Customer Answer
Date: 12/13/2024
I minute clinic refuses to resolve this complaint in fact now the eye is really bad . CVS minute clinic is not recommended at all by me and many. Its NO RESOLVE. Im so disappointed in the way my complaint to that company has been ignored
Business Response
Date: 12/13/2024
BBB complaint was filed by a mother on behalf of her adult daughter. I have informed the mother that I cannot disclose any further information without her daughters consent. I have attempted to contact the daughter multiple times with no success. There is nothing more MinuteClinic can do without speaking to the daughter. MinuteClinic considers this matter closed.
Customer Answer
Date: 12/16/2024
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.
The complaint has been also made by the daughter in fact CVS minute clinic failed to return all calls that was made by the daughter . We and she has phone records to prove . As stated this business is not precessional at all and harm has been done by violating the ***** rights .
it never going to be closed until the complaint has been addressed

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: 12/26/2024

Thank you for your letter concerning Kahjirah ******. MinuteClinic has made several attempts to reach Kahjirah Harris via telephone.
MinuteClinic has also sent Kahjirah ****** a letter advising them to contact us should they like to resolve this matter.
Please have Kahjirah Harris contact ****** ********, Patient Support Senior Coordinator at ************ to discuss further.
Customer Answer
Date: 12/30/2024
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:12/01/2024
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.
Several months ago I got a vaccine at a Minute Clinic within my local CVS pharmacy. My health insurance has repeatedly told me the vaccination is covered. Yet Minute Clinic continues to send me an invoice and now has turned it over to a collection agency. When I spoke to Minute Clinic, they assured me it had been taken care of, but I'm still getting the bills. This issue needs a definitive resolution on the part of the provider.
Business Response
Date: 12/16/2024
MinuteClinic has informed Ms. ******** that United Healthcare is reprocessing the claim under her pharmacy benefit. *** has reported that there are significant delays in their refund process at the moment, and they are unable to provide an estimate as to when the claim will be fully reprocessed. MinuteClinic has communicated this to the patient. There is nothing more that MinuteClinic can do in furtherance of a resolution. We consider this matter closed.
Initial Complaint
Date:11/30/2024
Type:Service or Repair 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 visited Minute Clinic at a local CVS store in November 2024. I paid the $30 copay that was due. Today I have a pending charge of $7.07 on my debit card bank account that I did not authorize nor have I received a bill for. This is not legal and not right. My overall experience with Minute Clinic hasnt been good and I wont be a returning customer/patient. You don't charge someone with no communication or prior authorization.
Business Response
Date: 12/05/2024
Thank you for your letter concerning **** ********-********.? MinuteClinic has contacted **** ********-Emmerich via phone as well as email explaining the reason for the outreach. MinuteClinic has reviewed their complaint and confirmed services were provided and billed appropriately. **** ********-******** has requested she not be contacted by MinuteClinic. MinuteClinic considers this matter closed
Customer Answer
Date: 12/05/2024
[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:11/22/2024
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.
Minute Clinic incorrectly filed my insurance and sent my bill to the wrong address. The experience of my visit was also poor. My issue was not addressed, and the person I saw totally missed something simple that would have corrected my issue after. I was notified this after meeting with my PCP. I will never use them again, but I need this insurance issued figured out. My claim was either not filed or filed incorrectly and I am billed an absurd amount with no resolution. Joke of a company and organization. Ive called several times and waited hours and cannot get ahold of anyone.
Business Response
Date: 11/25/2024
Thank you for your letter concerning ***** ******. I am pleased to report that this matter has been resolved between MinuteClinic and ***** ******.
Initial Complaint
Date:11/22/2024
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 November 4, 2024, I underwent a TB test and reading. Prior to this appointment, I reached out to my insurance company, who confirmed that this would be considered a preventive service with no associated costs. I also verified with the Nurse Practitioner (NP) at the clinic that all expenses would be covered by my insurance before receiving the TB shot.Then, on November 6, 2024, I returned for the reading and was seen by a different male NP in the lobby of the *** instead of a private clinic room. To my astonishment, I later received a bill for $21.00. This was unexpected, as I was assured there would be no charges for this service, and I find it unjust to be billed for an evaluation conducted in a public space.Had I been informed of any potential charges during my initial visit, or if the evaluation had been held in a designated clinic area, I would not be contesting this charge. It feels inequitable to be billed for what appears to be the same service twice. I kindly request that the company consider issuing a refund. Thank you for your attention to this matter. #*******
Business Response
Date: 11/29/2024
Thank you for your letter concerning billing. I am pleased to report that this matter has
been resolved between MinuteClinic and ***** *****.

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

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