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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.
    • 241 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:09/03/2024

      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 5/14/2024 I took both of my kids to get strep tests, and paid a $25 dollar copay for each.After that, I received a bill for my son (attached), saying I owe $197 more for the visit and the test, because my insurance "indicated this service was ineligible to be covered". This is incorrect; my son and daughter are both on my Aetna plan, and it certainly covers a routine strep test. As obvious proof of this, my daughter's bill was paid in full, and I have an EOB from my insurance showing such (attached).There is no EOB regarding my son (screenshot attached).I called the MinuteClinic on June 17th after receiving notice of the bill, and told them that they'd forgotten to submit his claim. They assured me it would be submitted.I just got another notice for this bill on 8/4/2024, saying I still owe $197, and it's 111 days past ****** a wrinkle, my workplace changed to a new insurance broker as of June 1, 2024, so the Aetna plan I had when we went in is no longer active.I would like this removed from my account (or properly submitted, if that's still possible). I shouldn't owe anything, and if the claim had been properly submitted either the first time or after I called, I wouldn't. If it's too late for them to submit a late claim to my old plan, that's not my fault, and shouldn't be my problem.Thanks!

      Business Response

      Date: 09/11/2024

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

    • Initial Complaint

      Date:09/03/2024

      Type:Product 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.
      Went to Minute Clinic out of state twice while on a work contract. Minute Clinic failed to bill my insurance company, and nearly a year later I received a bill from them for over $600. I try to call minute clinic billing department multiple times a week, but after "speaking" to a voice system, I am transferred to a number where I wait on hold for 3+ hours. Unfortunately, either I become busy with work, or the company closes for the day, and after 3 hours of being on hold, I have no help. This has been going on for about a month, and since they billed me nearly a year after the minute clinic appointment, my bill was sent to collections, who also have not contacted me, so now I have no way of even paying the bill without insurance. I spoke to my insurance provider as well who stated that the minute clinic is within network, and all they need to do is rerun the insurance information, but Minute Clinic will not answer the phone ever. Insurance recommends I go in person to the clinic and have them rerun the bill, but I now live in ** and the clinic I visited was in DE. There is no phone number to contact the specific minute clinic I went to. The only number listed on the *** website puts me on hold for multiple hours, only for the company hours to end and I get told to call back again the next business day. Please help.

      Business Response

      Date: 09/11/2024

      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:09/03/2024

      Type:Product 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.
      Visited CVS Minute Clinic at *********************************. Received a new flu vaccine on August 20, 2024. The clinician said she had my ******** number and information and that I wouldnt be charged. Now receiving bills for $177.72 with explanation that my secondary coverage by ********************** B is not covering it. However I have ******** Part B and should be covered. I can provide the ******** number if necessary. Thanks

      Business Response

      Date: 09/12/2024

      Thank you for your letter concerning billing.  MinuteClinic has made several attempts to reach Ms. ********  via telephone.  MinuteClinic has also sent to Ms. *************** letter advising them to contact us should they like to resolve this matter.  Please have Ms. ******** contact  the number on the no contact letter. 

    • Initial Complaint

      Date:09/03/2024

      Type:Order 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 paid what my insurance wouldnt cover the day I was seen at Minute clinic and was billed the same amount again later. Ive already paid this. Every time I call this business I am never connected and when I opt for a callback instead of holding the line, they never call back.

      Business Response

      Date: 09/10/2024

      Thank you for your letter concerning a bill .  MinuteClinic has made several attempts to reach Mr. ******** telephone.  MinuteClinic has also sent Mr. ******* a letter advising them to contact us should they like to resolve this matter. 

    • Initial Complaint

      Date:09/03/2024

      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.
      It was the flu season in December 2023. I worked at ******* and all other caregivers were out sick due to flu. I came home and felt sick on 12/7/2023. My instinct was telling me I most like caught flu. I booked appointment with CVS MinuteClinic in the late afternoon. Before my appointment, I did Covid test at home and the result came back negative. I inform Ms. ****** during my visit that I worked with kids and all caregivers were out sick due to flu. I also informed Ms. ****** that Covid home test was negative. Ms. ****** did ONE quick swap from my noise and ran THREE tests from that ONE swap -STREP, COVID and FLU. Just as I expected, Strep and Covid were negative and I indeed had FLU. My visit with Ms. ****** in and out was within 15 minutes (while my mom waited for me in the waiting room) and I turned in the flu prescription right there at CVS pharmacy. I was billed for over $500 for the LESS THAN 15 minutes visit with the UNNECESSARY STREP +COVID tests . In my case, a good medical practitioner with some common sense should run flu test FIRST instead of testing ALL possibilities. Ms. ****** billed our insurance provider ***** for a lengthy 'comprehensive office visit' instead of standard office visit (comprehensive office visit is >=30 mins billing code ***** and standard office visit is <30 mins billing code *****). Ms. ****** is dishonest and unprofessional while performed unnecessary STREP + COVID tests and fraudulently charged insurance for overtime visit by providing incorrect billing code to Aetna for a short 15 mins visit. After disputed these charges with *** billing department, I was told this is how Ms. ****** coded and it can't be corrected- practitioners are KING? I felt being robbed. This is so WRONG!!!

      Business Response

      Date: 09/17/2024

      Ms. ********** has been advised that MinuteClinic is an evidence-based practice.  The care she received was consistent with clinical guidelines based on her presentation and symptoms.  The charges stand.  MinuteClinic considers this matter closed.

    • Initial Complaint

      Date:08/31/2024

      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 was charged for a service that I NEVER received

      Business Response

      Date: 09/16/2024

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

    • Initial Complaint

      Date:08/30/2024

      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 25 July 2024, our au pair visited the minute clinic as she was feeling sick (she did test positive for Covid). CVS Minute Clinic accidentally charged for a well visit (and not a sick visit) and she was later (on 09 August) charged $169 that her insurance will not cover. We spoke to Minute Clinic on 9 August (confirmation number SF145791213) and they said they would send for review. It has been several weeks and we have not heard back. I just tried calling again and have been on hold for 1 hour and 30 minutes so far. There is no other means (chat function; e-mail) to get a hold of MIniuteClinic. This is terrible and unacceptable customer service

      Business Response

      Date: 08/31/2024

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

      Customer Answer

      Date: 08/31/2024

      [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:08/29/2024

      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.
      I went to the minute clinic for a depo shot with insurance. The nurse practitioner there provided the shot and told me there was no charge. I was then charged $121 on 8/15/2024 for services provided on 8/8/2024. I called my insurance company and they stated that they were not supposed to charge for the service as it is covered under preventive care. They also informed me that the minute clinic did not bill correctly for the services hence why I was charged $121. I have been on hold for several days for hours at a time with no resolution. This is unacceptable and I am extremely disappointed in the customer service provided in relation to this billing dispute. My insurance company has received no response as well.

      Business Response

      Date: 08/30/2024

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

    • Initial Complaint

      Date:08/29/2024

      Type:Product 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.
      In September, 2021, I received a Fluzone High Dose andd Infuenza **************** from Minute Clinic. The Health insurer at that time was Bright Health administerig the ******** contract. Minute Clinic assure me that they would file the required cliam with Bright Health. In the meantime, Bright Health discontinured service in ******* in 2022. Under terms of the contract, Minute Clinic was to file the claim within 1 year of service. I dont know if they did. However, a few months ago, I received a bill from Minute Clinic claiming Bright Health denied payng additional claim in on 5/22/24. This appeared suspicious to me because, it was public knowledge that Bright Health had gone out of business. In addition, it was almost 3 years and I never heard from Minute Clinic. I also received a telephone call about payment. I requested an explanation from Minute Clinic about the bill. The request was made via US Mail Certified Return receipt. No response. I received another bill and I requested an explanation via CErtified Return Receipt from Minnutes Clinic. No response. They continued bill. Today, I received a letter from a collection from ***, ******************************************************, ************, Ref #********. I am attaching the communication to Minute Clinic including copies of the certified return receipt. Also attach are copies of the bills and collection notice.

      Business Response

      Date: 09/03/2024

      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.

      Customer Answer

      Date: 09/18/2024

      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. 

      Since receiving the email from Minute Clinic represntative, I have not received any further communication. I have made three (3) attempts to contact the business; one by email and two by telephone. With regards to the telephone, I left two messages. I have not received any call back. 

      Business Response

      Date: 09/24/2024

      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:08/29/2024

      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 07/31/2024, I went to a Minute Clinic in *********** for an impacted ear. When scheduling an appointment, they require credit card information, so naturally I gave the information along with my insurance information. After finishing my appointment, my credit card was immediately charged $90.97. I assumed to be for the appointment since it was within the price range expected for this type of procedure (note, this is the only appointment I have ever had with Minute Clinic). About 2 weeks later, I noticed that Minute Clinic had also sent a bill through my insurance for about $169 as well. This makes no sense as I had already been charged for my visit. I even spoke with my insurance and they agreed that this claim should be disputed (which they are currently reviewing to do so).Today (08/29/2024), almost a month after the visit, I see my credit card had been charged for $10.59 with no notice. They emailed a receipt claiming this charge is as per the payment agreement signed during my visit, but received nothing indicating what this was for. Again, I had already paid immediately after my visit and there was never any follow up or anything that could call for this. I have been calling and been placed on hold for over an hour multiple times (a screenshot will be attached as proof) when trying to contact the only number Minute Clinic provides, and I have yet to receive any form of communication to help resolve this.The fact that my insurance agrees with me and that I have done my due diligence to address this with them, has led me to file a complaint here. If there is anything I can do to clear this matter up, I have provided my phone number and email address to assist with this. My main concern is that I will be constantly charged for no reason with no reasonable explanation as to why. Many many people have similar complaints (its one ****** search away to find them) and I wish this would be resolved.

      Business Response

      Date: 08/30/2024

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

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

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