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:08/27/2024

  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.

  This complaint is against a health care provider, but it does not involve the health care received or insurance issues. The issue is strictly about a billing practice. I do not do online billing, yet Minute Clinic continues to send emails to create an account and pay online. I owe them $5. This happened before, and they wouldn't even let me pay at the CVS Minute Clinic location. Eventually I received a billing statement.I've been calling their billing department & put on hold for over an hour without ever connecting. The SAME few bars of music plays during the whole time, which is annoying. I just want to get a bill or an address I can send payment to. I did not agree to online billing when services were rendered. Also, they should be able to accept payment at the location.

  Customer Answer

  Date: 09/07/2024

  I have not heard from the business in response to my complaint.  I went to the service location & attempted to pay my bill in person.   They would not accept my payment, and they could not give me a billing address.  I was able to locate a billing address online & sent a check for my full balance today.  I had to print a page from a portal which stated "mail in envelope provided."  I just wrote the address on a plain envelope & mailed it.  I would like communication from the company that my bill was received & not considered late payment. 

  Business Response

  Date: 09/13/2024

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

  Customer Answer

  Date: 09/16/2024

  [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,
  
  ***********************

  Customer Answer

  Date: 09/16/2024

  [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:08/27/2024

  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 the CVS Minute Clinic on May 14, 2024 to receive my Depo Provera/medroxyPROGESTERone (DEPO-PROVERA) injection 150 mg shot that I have to schedule every three months. That visit was taken care of by *******************, ** and listed as "Encounter for surveillance of injectable contraceptive." This billed as one office code HCPCS Code for Injection, medroxyprogesterone acetate, 1 mg J1050.I returned for my next three month injecection at the Minute Clinic and was seen by *************************, ** and was listed as "Encounter for surveillance of injectable contraceptive; Elevated blood-pressure reading without diagnosis of hypertension." This visit billed two codes HCPCS Code for Injection, medroxyprogesterone acetate, 1 mg J1050, and ***** used to document a mid-level outpatient office visit with an established patient that lasts 2029 minutes. I believe this was billed incorrectly. I was not in the office with the practitioner or even the staff who took vitals combined for 20 minutes and the two Nurse Practitioners did the exact same procedure, which was check vitals give me a birth control shot. The only difference between the two visits was the location, the wait from check in to vitals which was far longer with *****************, the wait from vitals to meet the nurse practitioner to get the shot and the ** Chigni doing everything unassisted without the extra staff to help. I would like for this claim to be amended to drop the ***** code unless it can be explained with good reason.

  Business Response

  Date: 08/28/2024

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

  Customer Answer

  Date: 08/29/2024

  
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the company is in the process of satisfying 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:08/22/2024

  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 was seen in the Minute Clinic located inside CVS on ************************************ on 4/15/2023 and 4/22/2023. I owe a total of $201.91 (4/15 $122.43, and 4/22 $79.48. My ************************ sent me an EOB the first week of May. I've been waiting for a statement since. I called CVS ***************) stayed on hold for over a hour. Talked with someone who told me a statement would be going out July 5th and she could not take my payment over the phone without a code that would be generated on the statement. I tried to go in person to pay my bill, but the Nurse Practitioner gave me a phone # to call, she could not take my payment. I called again 8/21. After holding for 1 hour 12 minutes, ****** mentioned my acct was in collections and cannot take my payment. She could see I was not set up for statements and have never gotten one. She then placed me back on hold to transfer me to collections. After holding another 2 hours and 7 minutes...NO ONE PICKED UP. I had to hang up. I don't know how to get my balance with them paid. I've never ever been in collections for anything my entire life. And I've tried multiple attempts to pay them.

  Business Response

  Date: 08/25/2024

  Thank you for your letter concerning not receiving a bill. I am pleased to report that this matter has been resolved between MinuteClinic and **************.

• Initial Complaint

  Date:08/22/2024

  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.

  My insurance was not billed properly for my sons visit to cvs minute clinic. You can not update your insurance any way except by phone. I have called more than 3 times and all 3 times have been on hold for over an hour without my call ever being answered.

  Business Response

  Date: 08/25/2024

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

  Customer Answer

  Date: 08/29/2024

  [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:08/22/2024

  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 started birth control in May and did the required counseling appt at MinuteClinic on 5/22. This is part of the *** preventive care that is covered by insurance without a copay/deductible. I confirmed on my insurance company's website and through a phone call that it would be covered. I tried to confirm with the provider but they said it goes by my insurance so I have to ask them, fine.I ended up being charged out of pocket by insurance because MinuteClinic coded it as a diagnostic visit (diagnosing what exactly?!) rather than preventive. I called them twice for an appeal. Both times I waited several weeks before taking further action. When I called back the only note given was "No other code is possible." MinuteClinic is a big corporation and does not permit you to talk directly with the people checking on your case/appeal. You can only talk to a call center **** who also cannot talk to them directly and knows nothing about the process, but can leave them notes. You cannot leave any sort of documentation. It's completely useless and insulting.I have the provider notes saying the appt was for contraceptive counseling and nothing more, and the documentation of that being considered preventive care, but they told me there is no way to share this. I'm totally dependent on these "appeal" workers who clearly do not even pay attention to the case before denying it.I also tried to appeal with my insurance and they basically said, "sorry, we cannot do it on our end, but again yes, we will cover it 100% if MinuteClinic updates their coding to show that it was preventive." They again confirmed the contraceptive counseling appts are supposed to be FULLY COVERED preventive care.I hope MinuteClinic changes their mind because I am never paying this bill that I do not owe. My insurance company owes it to you, and you will get the money from them as soon as you update to the correct, preventive care code.

  Customer Answer

  Date: 09/03/2024

  In reference to complaint #********: The business resubmitted their billing so that I no longer have to pay the disputed charge. It's unclear to me if this was a courtesy change or if they acknowledged that my complaint was valid. This is important to me because I'd like to know if it would happen again or if I can prevent it (otherwise I no longer want to use this company for healthcare needs). A representative had called me twice when I was unavailable and wasn't there when I called back, so I can't be sure. But I wanted to make sure I closed the complaint before it becomes overdue.

• Initial Complaint

  Date:08/18/2024

  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 bill 8/2024 for using Minute clinic 12/2023. The company waited 9 months after services were provided claiming that my insurance company stated that I was not insured with them at the time of the claim 12/2023. However, I have used the insurance multiple times between 8/2023 and 7/2024 and I am definitely insured. Besides that, I know for a fact that my insurance is accepted at CVS. Im so tired of the billing error at Minute clinic. I will no longer be using their services ever again. I dont know why I thought it would be different this time. They are awful. I want the company to run the insurance correctly and accept payment from the insurance company as payment in full. If they wont or cant do that, then they need to zero out the bill because they are the only providers who have trouble billing my insurance and I dont owe them any money.

  Business Response

  Date: 08/28/2024

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

• Initial Complaint

  Date:08/14/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  MinuteClinic performed a test for Tuberculosis on 5/21/2024 for my son, at his request and consent, because he works in a high risk environment (public education). He must obtain this test annually, and has used MinuteClinic for this test in the past. MinuteClinic subsequently submitted a claim to Cigna, our medical insurance provider, as they normally do for coverage of the cost. However, when doing so MinuteClinic failed to provide the correct diagnosis code on the claim (I believe was left blank), which caused ***** to deny the claim. Consequently, I am now being held responsible for the cost as the insurance subscriber. Cigna confirmed MinuteClinic is an in-network service provider as per my health insurance plan, and the specific service provided to my son is categorized as fully covered. ***** also confirmed the claim was denied due to an erroneous diagnosis code submitted by MinuteClinic. However ***** also advised me they can't correct the issue without MinuteClinic "re-coding" and resubmitting the claim. As a result of MinuteClinic's mistake, their third party billing service provider began billing me monthly, which I refuse to pay and am now 71 days past due as of the date of this report. To date, multiple people have attempted to contact MinuteClinic on multiple occasions about this issue, but none have been successful with reaching a department that could address it. This includes me, my wife, and two Cigna representatives, and all were faced with excessive hold times that never resulted in talking to a servicing representative capable of addressing claim errors or billing errors. We were able to talk to a human at MinuteClinic on only two occasions, where my wife was finally able to get through at one point and a Cigna representative was also able to get through separately. However both MinuteClinic representatives stated they would "look into it"; and to date, neither have responded with their findings, and I'm worried about damaging my credit rating.

• Initial Complaint

  Date:08/12/2024

  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 recently bought a blood pressure machine from CVS to be able to check my mother's blood pressure at home. When I attempted to use it for the first time, we were getting a really low blood pressure reading for mom. So I took my mother, *********************************, and the blood pressure machine to CVS to see if at the minute clinic they could verify that I was using it correctly. The nurse at the minute clinic said that they are not able to show me but can check mom's blood pressure using their machine and that they would need a copy of mom's insurance. I asked if they take ******** and she said 'yes'. Based on that, I gave her mom's insurance card. After she checked my mom's blood pressure she said that mom would need to see their doctor. Since she had told me it was covered and since she was recommending we see the doctor, we didn't mind. Once we got in the room with the doctor and he started entering mom's information in his computer, he told us that ******** would not be covering this visit and asked us if we want to continue with the appointment. We declined and he said he would note that in their system but that we may be receiving a bill and that if we do, we should just let them know that we did not continue the visit. We received a bill two weeks ago (attached to this complaint) and ever since I've been trying to get a hold of someone through their ************** to dispute the charge. I spend hours on the phone on hold and no one picks up. I'd appreciate your help in getting this matter resolved.

  Business Response

  Date: 08/15/2024

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

• Initial Complaint

  Date:08/12/2024

  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.

  I went to the CVS minute clinic in ****************** on 7/29/2024 for a Depo Shot which I have been doing every 3 months for 2+years. I have no insurance and pay out of pocket. I pay the same amount every 3 years ($115) and for some reason on this last visit they are trying to charge me an extra $139 because my blood pressure was a little high. They are trying to charge me an office visit charge and my blood pressure reading is always included in my visits. I called the 800 number twice and the **** that I spoke to both times agree that the code they entered is incorrect and that I should not be charged and I want this charge taken off my account

  Business Response

  Date: 08/19/2024

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

  Customer Answer

  Date: 08/19/2024

  [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:08/10/2024

  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.

  I went to cvs to get my son a sports physical for school which should have cost $65.00. When we were there the doctor mention if he had all his shot which she looked up. It looked like he was missing two so she suggested she could do them! I said sure why not since we were already there! She printed out the invoice that clearly shows amount to owed to patient $0.00 and verified my insurance information and of course the system was down so she couldnt take my payment method right then and there. I told her no problem my payment method is on my cvs app she can bill for the physical when the system comes back up. One to two day later I check my account and she bills me for $645 dollars!!! I call cvs customer service and dispute the charge and they apologize and say oops she didnt bill the insurance and they will get it submitted right away give it 2-3 business day to be corrected. I call back 3 business day because no submission has been submitted and now I get the response that its on hold because the wrong billing code has been enter!! I want to know how is this my fault and why am I not getting my refund! Why am I getting penalized and I am not getting refunded for some else error! I dont have $645 for some to take! I have bills to pay! Now they are saying 30 days to refund! This is not right when I went in for a $65 transaction! Some needs to refund me asap! Thank you!

  Business Response

  Date: 08/12/2024

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