Complaints

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

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

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• 

  MinuteClinic, L.L.C.

  1 Cvs Dr Woonsocket, RI 02895-6146

• 

  MinuteClinic, L.L.C.

  4365 N Oracle Rd Tucson, AZ 85705-1633

• 

  MinuteClinic, L.L.C.

  8920 E TANQUE VERDE RD TUCSON, AZ 85749-9604

• 

  MinuteClinic, L.L.C.

  2010 S Dobson Rd Chandler, AZ 85286-7374

• 

  MinuteClinic, L.L.C.

  18591 N 59TH AVE GLENDALE, AZ 85308-1251

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:09/17/2024

  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.

  On March 5th, 2024 I brought my son to our local MinuteClinic office where he was administered a COVID-19 test. During the visit I paid my expected $20 insurance co-payment. Several weeks later I received a bill dated May 21st, 2024, from MinuteClinic Diagnostic of ************** in the amount of $120, indicating that Anthem BCBS denied paying additional benefits. My insurance claim *** received from Anthem BCBS indicates the $120 charge, is discounted by $120 and my total cost should be $0. I contacted Anthem, who explained to me that the bill is not patient responsibility and should be a "write off," and they would contact MinuteClinic on my behalf. I would like to note that in all my dealings, it is extremely difficult to reach anyone from MinuteClinic for assistance, therefore several hours later, my insurance provider called me back and advised me that MinuteClinic insisted that the billed amount is patient responsibility that I accepted when agreeing to treatment. I was not informed by MinuteClinic representatives, either before or at the time of treatment, that the COVID-19 test, which had been fully covered until now, would incur a cost. Had I been informed of this at the time of treatment, I would have simply bought the same over-the-counter test at a much more reasonable cost.I have spent considerable time attempting to resolve this issue and have lodged a complaint due to the significant challenges in contacting someone at MinuteClinic and reaching an amicable resolution, while also now having to deal with a debt collection agency. The treatment agreement that MinuteClinic requires is deceptive, and is actually, in part, a deceptive financial agreement. I would request that MinuteClinic waive the charges, terminate the debt collection action, and amend their policies and procedures to increase transparency

  Business Response

  Date: 09/25/2024

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

  Customer Answer

  Date: 10/03/2024

  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 reject the response as Minute Clinic has made minimal efforts to resolve the issue. I received a written response from the person working on the complaint advising that they attempted to speak with a representative from my insurance company, however, the hold time was too long and they were unable to speak with anyone. As such, a determination was made to simply reject my complaint. This is very ironic as the wait times I had to endure every time I tried to call Minute Clinic to discuss the invoice were astronomical and inaccurate.

   It should be noted that my original complaint to the BBB contained a copy of an EOB that indicates I am NOT RESPONSIBLE for the $120 Covid test that is being disputed.

  
  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: 10/17/2024

  Thank you for you letter concerning ******* ******. Per BCBS NJ, they will not cover the covid testing at Minute Clinic beginning January 1st, 2024. Pt states insurance  has adjusted the amount off. We currently have this claim on an internal review.. The account will show a $0 balance until the review is completed. Once resolved, if  the charge is truly patient's responsibility, a new invoice will be sent out. If the patient is not responsiblity, no further statements will be sent out. 

   

  Thank You

• Initial Complaint

  Date:09/16/2024

  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 have made numerous attempts to resolve these two accounts which accrued from one visit back in May. None of the representatives have been efficiently documenting the reason for my calls, nor achieving any type of resolution. They all have verbalized that they realize my account was billed to Quest Diagnostics under an inactive insurance, but Noone has resubmitted under self pay which i show i scheduled my append paid for services through ***, as well as my prescriptions. I have asked for an administrative escalation, but still haven't received any courtesy response to any calls, or messages sent through the portal. I am being expected to sit for hours waiting to speak with someone while I'm at work as well, only to repeat the details over and over without any help whatsoever. I wa t my bills submitted properly to Quest so that the bill is adjusted accordingly. These prices are overwhelming ridiculous to assume for a simple urinary tract infection. Instead, without my consent, they submitted screenings for STDs after I explicitly told them I have been asexual for about 15 years. This is not acceptable at all.

  Business Response

  Date: 09/25/2024

  This matter is considered resolved between Minute Clinic and **** ********. Our lab partner will not change pricing and states it is correct coming from the Minute Clinic. Self pay is only discounted for uninsured patients if they pay at the time of service in the lab. 
    

  Customer Answer

  Date: 10/16/2024

  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. 

  How was I supposed to pay for diagnostic labs when I wasn't given the option to? I was charged for Minute Clinic services at the time of my visit AS SELF PAY. I also paid for my prescription at their pharmacy AS SELF PAY. 
  Minute Clinic personnel submitted my profile with the lab specimens under an expired insurance WHICH I TOLD THEM AT THE TIME OF MY VISIT that the insurance is no longer valid....which is why I was charged self pay for my visit with them and for my prescriptions. 
  No patient is ever charged at the clinic for labs. That is always billed out by the lab handling the specimen(s), unless the patient is sitting directly at the lab having their specimen obtained. I know this because I work in the healthcare industry. So, it is completely absurd response and disrespectful for them to take advantage of the situation rather than rectify it in a professionally reasonable manner.
  
  Please let me know what other options I have to resolve this conflict. This is absolutely unbelievable charges for someone being seen for a urinary tract infection. 
  
  Thank you for your time, 
  
  **** Copeland  

  Business Response

  Date: 10/24/2024

  MinuteClinic has contacted the patient and explained that we cannot modify third party lab charges.  The patient must contact the lab to resolve.  MinuteClinic considers the matter closed.
  

  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. 

  Minute Clinic isn't assuming responsibility for their error when submitting to Quest Diagnostics the wrong billing information. 
  Quest representative stated, they cannot modify the bill without Minute Clinic correcting the error they submitted. I'm not sure why I even have to continue repeating this. Just shows that ***** is actually reading the details. Instead, everyone is quick to brush off onto the next person.
  I am merely asking for these two entities to correct this between them expediently so I can resolve my financial response. 
  
  **** Copeland  

• Initial Complaint

  Date:09/14/2024

  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 had a virtual visit with a **, after medical part of the visit was over I was asked if there was anything else I needed. I ask for a ** excuse from work, ** said no problem I'll put it in for you. I have not received a letter and my main complaint is no one answers the customer service phone number. They have the "hold your place in line with a call back" system. I put in 3 times for that and also stayed on hold for almost 1.5hours when the line just disconnected. There is no other way to get a hold of anyone beside sending something in the mail to them. Also the way they take payment is very suspicious. My cost is if they don't charge my insurance, witch makes no sense to me. Also the second picture uploaded is the only information I have received post appointment.

  Business Response

  Date: 09/20/2024

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

• Initial Complaint

  Date:09/14/2024

  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.

  Yesterday, September 12th 2024, I made an appointment at CVS Minuteclinic on location **********************************************************After long time waiting I was called inside the office. As soon as I entered I had a feeling I need to pull up my phone and record our conversation. The main propose of this appointment was to be diagnosed and helpt. Majority of the appointment time went to scanning my ID and making sure that my payment info is ************ about diagnosing me? Helping me? This was not a social call. After I payed $184 I was sent home with some throat spray that I was charged extra $23 and did absolutely not need. Today , September 13th 2024, I had to rush to different clinic where I got proper diagnoses and treatment and symptoms ware exactly the same as yesterday. Because of doctors neglect I had to suffer one day extra. Totally unacceptable! As I am utmost unsatisfied, I demand my money back! I payed for service I didnt ************* recording from my appointment is available upon request.

  Business Response

  Date: 09/24/2024

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

  Customer Answer

  Date: 09/24/2024

  [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:09/13/2024

  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 received a contraceptive injection at CVS minute clinic located at ************************************************************ . I have had this same service for the past 10 years, once a quarter. This service is covered under *** at no cost. It gets billed through my insurance. CVS hit my debit card for $121.00 on 9/13 at 6:45am. I believe this is claims fraud and billing fraud.

  Business Response

  Date: 09/23/2024

  Thank you for your letter concerning a billing issue .  MinuteClinic has made several attempts to reach Ms. ***** via telephone.  MinuteClinic has also sent Ms. ************ letter to the email address provided,advising them to contact us should they like to resolve this matter. Please have Ms. *****  contact the phone number in the letter. 

• Initial Complaint

  Date:09/13/2024

  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.

  On March 19, 2024, my daughter was seen at our local CVS Minute Clinic when she was feeling ill. My daughter is covered by 2 insurances held by myself and my husband. It was communicated that my husband's insurance was her primary insurance, and my insurance is her secondary insurance. CVS Minute Clinic filed the insurance claim to her SECONDARY insurance prior to filing anything with her primary insurance. Since the secondary insurance could not process the claim without the primary insurance EOB, they denied the claim and requested the primary insurance EOB. Upon this CVS Minute Clinic charged my card on file for the FULL AMOUNT of the visit which was $346 on April 24, 2024. I would have never known about any of this until I received a receipt from the $346 charge. I called ************ which is the only number available that I could find. 4/24/2024: called & requested the claim be submitted to the primary insurance)5/6/2024: primary insurance EOB was prepared and denied one service due to an incorrect code and requested resubmission 5/30/2024: called and was told by ****** they are waiting for the secondary insurance to process the claim based upon the primary EOB 67/2024: secondary insurance EOB prepared 6/12/2024: talked to ******* who transferred to ******** and requested that I send the secondary insurance EOB 6/26/2024: called & spoke with **** who stated they were still waiting 7/16/2024: spoke with ****** who stated that my card on file will be refunded for $346 in 1-5 business days (no refund has been sent as of 9/10/24); Arlese could not produce a refund receipt or confirmation 8/19/2024: called & was told that *** is waiting for the primary insurance. 9/10/2024: I contacted the primary insurance that says they have received no information from the primary insurance regarding the information they requested back in April 2024.

  Business Response

  Date: 09/17/2024

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

• Initial Complaint

  Date:09/12/2024

  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 on 7/12/24 for a vaccination shot and they did not bill the correct insurance. I have spent 3+ days trying to call and have the contact the correct insurance and have spent multiple hours on hold to never reach anyone. You can not reach them thru the portal nor send an email. They have now sent two invoices and say that I am behind on payment, yet have no way to contact them with any results.

  Business Response

  Date: 09/17/2024

  Thank you for your letter concerning  ************************ MinuteClinic has made several attempts to reach  Mr. ****** via telephone.  MinuteClinic has also sent Mr. ************* 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:09/12/2024

  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.

  My son was seen by this clinic at the advisement of my insurance company ****** (*****). My insurance company informs their customers that CVS and ****************** are partnered with them so most prescriptions and office visits are free or low cost. I received a bill for $222 stating that my insurance did not pay any portion of this bill. I attempted to call the number listed on my statement as well as online *************) but they never answer. I have been on hold 3 times since September 5 for anywhere between ***** minutes each time but no one answers and I have been unsuccessful in getting a response. I have no issue paying any out of pocket costs pertaining to this visit but the fact that I am unable to reach anyone to discuss if this was an error, etc. is the reason for my complaint.

  Business Response

  Date: 09/19/2024

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

• Initial Complaint

  Date:09/11/2024

  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.

  Our 21 year old needed immunizations for college. Used last year's insurance card, which is not the correct one. Asked him to call as we got a huge bill from Minuteclinic. Asked 21 year old called day in and day out. Has been on hold for hours. I asked him to go back to *** and ask the provider there to resubmit claim with proper insurance information. *** said they could not do that. Why not???? Now I have tried contacting for three days in a row. Right now I was on hold for One hour and thirty minutes!! There is no email, no other way to contact them, not even through the athenahealth website. No one has helped because no one answers the phone. What is this? We wish to pay whatever responsibility we need to after it is processed adequately. This has been such a waste of our time for multiple days. Unacceptable. Ridiculous.

  Business Response

  Date: 09/19/2024

  Thank you for your letter concerning a billing issue.  MinuteClinic has made several attempts to reach Ms. ************* via telephone.  MinuteClinic has also sent Ms. ************* a letter advising them to contact us should they like to resolve this matter.  Please have Ms. ************* contact me at the phone number or email provided in the email.

• Initial Complaint

  Date:09/11/2024

  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.

  Out of the blue, I received a bill from "MINUTECLINIC DIAGNOSTIC OF **********************************", dated 8/29/24, for a "NEW PATIENT EXTENDED VISIT [...] with ***** *****; MD at 8418_Virtual ********** ***** on 9/24/23" for $89.I always pay doctors and medical copays at the time of service.I called at the customer service phone number provided in the letter *************) and was advised by an automated recording that they would call me back in 10 minutes. They never called back. There are no specifics like what the visit was ****** this a scam?

  Business Response

  Date: 09/16/2024

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