Business Profile

Clinic

MinuteClinic, L.L.C.

Headquarters

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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

Customer Complaints Summary

553 total complaints in the last 3 years.
244 complaints closed in the last 12 months.

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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:10/21/2024
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.
My son had an appointment in February. I paid a 20 dollar copay. Received a statement on 9/26/24 for amount due of ******. On sept 27th they charged my credit card ******. They cant explain why the amount changed. Also any payment should have been paid by health care but according to them they billed using wrong coding. I was told they would correct and resubmit and credit my card. Never received credit. Called back and was told they resubmitted a second time incorrectly. Their inability to correctly bill my insurance company is on their end. I disputed the 451 dollar charge with my credit card company based on the 200 dollar bill I received but I still need them to correctly bill insurance for the remaining ****** which they seem unable to do.
Business Response
Date: 10/24/2024
CLOSED BBB : Thank you for your letter concerning Mr.*** ******* MinuteClinic has made several attempts to reach Mr.Reb Rummel via telephone. MinuteClinic has also sent Mr.Reb Rummel a letter advising them to contact us should they like to resolve this matter. Please have Mr. *** ****** contact ***** ***** Patient Support Senior Coordinator at ************ to discuss further.
Customer Answer
Date: 10/28/2024
[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:10/20/2024
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.
I visited the Minute Clinic for a flu shot, covid vaccine, and a TB test for work on 10/9/24. I submitted my insurance and was told insurance would cover the cost. I have now been charged twice $324 and $163 for services that should have been submitted to my insurance. I have tried calling to dispute the charges and get disconnected when I call. There is no detailed invoice for charges. Im not even sure what Ive been charged for. The visit out of pocket should have been under $100 without insurance.
Business Response
Date: 10/22/2024
Thank you for your letter concerning Ms.***** Blanksvard . I am pleased to report that this matter has been resolved between MinuteClinic and Ms.***** **********.
Initial Complaint
Date:10/18/2024
Type:Sales and Advertising 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 had a virtual visit with minute clinic in which the provider said they did not provide a certain medication, despite it not being listed as restricted on their policies and the treatment being listed as available on minute clinic website. I had also been prescribed the medication through minute clinic virtual before. They still charged despite not providing the listed treatment.
Customer Answer
Date: 10/29/2024
I have not heard from the business in response to my complaint.
Business Response
Date: 10/30/2024
Thank you for your letter concerning a refund. I am pleased to report that this matter has been resolved between MinuteClinic and ************
Customer Answer
Date: 10/30/2024
[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:10/17/2024
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.
This concerns shoddy medical care -- as well as MinuteClinic's tolerance for or indifference to negligence by its providers -- and confirmation of an apparent willingness to persist in fraudulent billing for services not rendered. On May 21, 2024, I visited MinuteClinic in ********, **, to have my ears cleaned. A MinuteClinic document cautions that "Forcing water into the ear canal may cause damage to ear structures." Nonetheless, the Nurse Practitioner (**) used a high-power water process that caused immediate pain. When I shouted, the ** discontinued the procedure and prescribed eardrops, at a cost to me of $10. Because of the ongoing pain and potential damage to my eardrum, I went to my primary care doctor the next day. MinuteClinic charged my insurance company directly, presumably representing that it actually did something, and my insurer paid MinuteClinic $50.84. My insurance company also paid part of the expense of the next day's emergency visit to my doctor to examine the injured ear and perform the ear lavage. It paid $82.40 to my doctor and determined that I would be responsible for total payment to my doctor of $94. MinuteClinic is now demanding, repeatedly, that I owe them a $10 co-pay. I sent documentation to MinuteClinic and CVS and several times asked them to drop this demand. Finally, I asked them to reimburse my insurer for the $50.84 it paid MinuteClinic and/or the $94 it paid my doctor, as well as my out-of-pocket payment to my doctor. *** promised a resolution by the beginning of this week. Instead, I received another bill. I realize it's not a huge sum of money for me or my insurance company. But they have no business offering medical services and should not be recognized as a medical service provider.
Business Response
Date: 10/28/2024
Thank you for your letter concerning billing. I am pleased to report that this matter has been resolved between
MinuteClinic and **** ***********.
Customer Answer
Date: 10/29/2024
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.
Part of this was resolved, but part -- including my request that CVS/MinuteClinic also reimburse my health insurer -- I think remains open. I contacted CVS yesterday, to tell them that my insurer, as of yesterday afternoon, had no record of reimbursement having been made. I have yet to receive a response.
[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,
Sara

Business Response
Date: 11/12/2024
MinuteClinic reversed the charges at issue and the patients insurance was refunded. Therefore, MinuteClinic considers the matter closed.
Customer Answer
Date: 11/18/2024
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
I haven't seen any proof that the insurance company was reimbursed; I asked for some proof of that but haven't received a response, and my insurance company was unable to verify it. Additionally, MinuteClinic has not carried through on its offer/promise to reimburse me for the out-of-pocket costs I incurred as a result of the events of May 21. Nor has it answered my complaint -- which is, in fact, a warning to other persons who may engage with MinuteClinic -- of bad faith in backdating one document and demanding, as a condition of reimbursement, that I attest to something that isn't true and accept liability for all costs. I'm not interested in engaging further with MinuteClinic but my objections to its conduct, responses, and mode of doing business still stand.

Regards,
****
Initial Complaint
Date:10/16/2024
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.
1/31/2024 I went to CVS Minute Clinic at ************************************ for a Shingrix shot Sumranjit **** checked the insurance ( ******** Part A and B, AARP United Healthcare for supplemental and Aetna part D ) for the Shingrix Sumranjit said I was covered Soon thereafter I received a text /bill for 295$ from ****** ****** MD. I went back to Minute clinic and told Sumranjit and showed her the bill She said that their billing was terrible and messed up and to not give up and to keep calling and wait on hold. I asked her to doublecheck insurance cards information we gave her Sumranjit said it was all updated and emphatically said yes youre covered Four more text messages / **** kept coming over the next eight months I would call customer service and they would apologize and tell me that my insurance covered the shot and that my account would be credited and adjusted On October 11th I again got text message from ****** ****** MD and called the number provided I immediately asked to speak a supervisor. I had to go through 2 more people explaining the story situation before I was transferred to an ****** ******, she said she was head of all supervisors In speaking to ****** I tried many times to explain my situation and how mislead and patient Ive been. ****** repeatedly spoke over me while I was talking , interrupted me and told me many times over and over that youre not covered and youre responsible for $295 over and over again thats all she kept saying. I asked her why the other representatives from her company and also the on-site person at CVS clinic claim that I was covered - otherwise I wouldve never gotten a shot. She said they were all wrong and they made a mistake and parroted a lot of rude repetitive , canned responses Please see receipt attached. I paid the bill as I dont want to go into collections but I wanna be reimbursed as I was misled.
Business Response
Date: 10/23/2024
Thank you for your letter concerning this issue. I am pleased to report that this matter has been resolved between Minute Clinic and Ms. ****************
Customer Answer
Date: 10/29/2024
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.
This is because in speaking with a *****, **************) a patient advocate from MinuteClinic on 10/23/34 ***** assured me that I would be credited back the $295 on my credit card.

The $295 was pending as a credit on my credit card then this morning when I checked my credit card the $295 credit was no longer pending, but disappeared instead.

Im back where I started from since February 2024. Being told that it was their error, and I would be credited back and then deceitfully not being resolved after all

Ive been trying to resolve this with the MinuteClinic representatives, supervisors since February 2024. Each time speaking to a representative from MinuteClinic I was told it was their error and I would be credited back now again through BBB. They pulled this stunt once again I have wasted literally 20+ hours on the phone trying to resolve this.

Please help me. I have kept my cool and been patient for 9 months- even though Ive had many of the minute clinic representatives speak to me with condescendingly with false claims that the charge was their error and I would be credited back. They dont know what theyre doing over there

Please help me

******** ******* *********
Business Response
Date: 10/30/2024
Pt left a message this morning, stating she did receive her refund back to her credit card.
Initial Complaint
Date:10/15/2024
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.
I visited the Minute Clinic on 10/9/2024 to get a flu shot for my job. I have never received a proof of vaccination form and have been advised to reach out to their customer service line. You sit on hold for hours at a time to not even receive an answer. I need this proof of vaccination or I am at risk of losing my job. I am not understanding why this was not documented in my medical record in the first place or what I even have to call to get what I need.
Business Response
Date: 10/18/2024
Thank you for your letter concerning
***************. I am pleased to report that this matter has been resolved between
MinuteClinic and ******* ******.
Initial Complaint
Date:10/14/2024
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.
****** ***** was seen in the clinic on 1/13/2024. Insurance was not billed properly and the patient ended up paying the bill of $192. Insurance has since paid their portion and a refund is due to the patient. Last June 2024 CVS billing department was called to ask where the refund was and they stated the insurance has not paid yet. Patient had called insurance (****) and they stated they had and could state the date that the check was sent. *** stated if they didn't receive the check **** would issue another one after 180 days since the last check date. Have not received a refund yet.
Business Response
Date: 10/17/2024
Thank you for your letter concerning Ms.******* *****. I am pleased to report that this matter has been resolved between MinuteClinic and Ms.******* ************
Initial Complaint
Date:10/13/2024
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 went in for a covid/flu test and was FORCED to pay a co-pay that shoudl have never been charged. I reached my out of pocket maxium so it should have been covered at 100%. Without listening the provider charged me $80 on Sat, Aug 10 2:33 PM. I was told I would get a check for reimbursement. I still have not got that check. It has been 2 months. I have called and spoken to rude representatives who have refused to help. I feel like this money was stolen from me. I verified with my ***************** they paid MinuteClinc in full. Meaning MinuteClinic is stealing money. I cannot I am supposed to trust a health company that is out there stealing money from patients.
Business Response
Date: 10/22/2024
Thank you for your letter concerning a refund. Mr. ********* has spoken to a *** at ****. I am pleased to ***ort that this matter has been resolved between Minute Clinic and Mr. *********
Customer Answer
Date: 10/22/2024
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.
I still have not received my check I have not received any refund.

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: 10/29/2024
MinuteClinic sent another refund check on October 15, 2024. Patient should receive the check in 4-6 weeks. MinuteClinic considers this matter closed.
Initial Complaint
Date:10/13/2024
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.
On July 13, 2024 I went to the MinuteClinic to receive a Covid-19 test which is covered by my insurance provider. While I was with the provider who administered the test, the provider also took my blood pressure, medical history etc. and later billed me for an evaluation and monitoring visit which was not the purpose of the visit. Nor did I request these services. Since this was not covered by my provider, my debit card was charged $99. I never received a bill from MinuteClinic to dispute the charge. I only received a receipt after my card was charged.
Business Response
Date: 10/22/2024
Thank you for your letter concerning
Billing. I am pleased to report that this matter has been resolved between
MinuteClinic and ******** ********.
Customer Answer
Date: 10/22/2024
[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:10/10/2024
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 5/14/2024 my husband and i visi*ed minuteclinic PA371 for meningococcal vaccine af*er *he s*aff checked our insurances cards *hey say *he insurances don * pay for *he vaccine! if you wan* i* you have *o pay , i* cos* $264 each . we payed wi*h ****** af*er 3 mon*h we received a bill for *he vaccina*ion. *hey used our insurances cards illegally for billing. Af*er reviewing wi*h minuteclinic s*ore for explain, *he employee say *hey can do no *hing *o change or access *o *he billing sys*em , you have *o call cos*umer service . Then af*er many a**emp*s *he con*ac* was impossible.billing ID ****** ****** :1366040A1644 belling ID ***** ****** : 256860A1644
Business Response
Date: 10/15/2024
Thank you for your letter concerning Ms. ****** ******. 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.
Customer Answer
Date: 10/17/2024
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,
Nabila

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