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

551 total complaints in the last 3 years.
240 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:07/23/2024
Type:Customer Service 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 wa seen at a Minute Clinic on 4/14/2024 for an office visit and urinalysis. I provided my primary insurer card with Medica and they also asked for my ******** card info which I provided. I got a bill for $204.00. I called Minute Clinic and asked them to bill to my primary insurer. They did not. I called again and got nowhere. I contacted Medica and they asked me to submit a copy of the bill to them. I did, they followed up with Minute Clinic and told them where to submit the bill. I continue to be billed with the message that Medica said I am not covered under their plan. To date, a bill has not been submitted to Medica. I called Minute Clinic again and they said Medica would not pay the bill until I had my other insurance on file. Each time I called Minute Clinic they gave me a different explanation as to why I have an outstanding balance. Now I was threatened with bill collection if the account is not paid within 30 days.
Business Response
Date: 08/01/2024
Thank you for your letter concerning your bill. I am pleased to report that this matter has been resolved between MinuteClinic and ***************.
Customer Answer
Date: 08/07/2024
[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:07/18/2024
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 came to the Minute Clinic at eight weeks pregnant on a Sunday. I knew I had the flu. They had me sign several documents before I went in. Apparently, one of them said that I would be picking up any charges not covered by insurance. However, I had a fever of 102, and was not of sound or body. I had to be driven there and dropped off.Once I got into the room, I was told I was required to take a Covid test. I declined; I was told I would not be allowed to leave the property until I took the Covid test. Not realizing what I had signed and that I would be on the hook for it if my insurance didnt pick it up, I wound up taking the test. My insurance apparently no longer covers Covid tests , so I got sent a bill for $115. Essentially, I was held hostage in the building until I took a test that they knew I would be charged for, but that I was unaware I would be charged for it because my fever was so high that I couldnt make decisions.I also feel taken advantage of because at eight weeks pregnant, if I hadnt gone there and gotten ******* that day, I most likely wouldve lost my child (and Im high risk, since I had a stillborn child last summer). I tried multiple times to call CVS to work this out. They always told me that I would need to start the process over again if I couldnt complete the call in one sitting, which I couldnt do because I am a teacher and only had limited time on my lunch breaks. I called again the first opportunity I had a few hours to spare. When I called last week on Tuesday, July 9, I was told my case would be reviewed and settled. I was also told that I should call back in about a week, because their phones couldnt call out. When I called back on July 18, there was no record of them ever agreeing to review the case. I was lied to. Not only that, they failed to let me know when I was on the phone with them that they were going to send it to collections.
Business Response
Date: 08/01/2024
While we empathize with Ms. ******* personal situation,we have determined that the charges stand and consider the matter closed.
Initial Complaint
Date:07/17/2024
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.
I was in CVS shopping and was told vaccines were covered my my insurance and I have no copay. I then start getting collection calls from ******************** MD who was not the provider and find out I was misled and my (excellent) insurance only covers $158. This *************************** is not in network and I am being billed $135. I spent hours on the phone with CVS getting the runaround. I even conferenced in my Emblemhealth who got in an argument over CVS's billing ways. This is not fair. It is bait and switch. I am elderly.
Business Response
Date: 08/06/2024
Thank you for your letter concerning a bill. I am pleased to report that this matter has been resolved between MinuteClinic and ********************** insurance.
Customer Answer
Date: 08/07/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

FAQ

Regards,
*********
Initial Complaint
Date:07/16/2024
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.
CVS Minute Clinic did not process my claim on time through Cigna for visit on 1/10/24. FIVE months later, Minute Clinic deducted $273.00 from my checking account WITHOUT any prior knowledge or bill. This caused my account to go under and I cancelled my card thinking someone used my card. ***** said I owe them nothing due to them not processing claim on time. They tried to send the claim through on 4/19/24 and Cigna declined it because their window had passed.
Business Response
Date: 07/17/2024
**** you for your letter concerning *********************. I am pleased to report that this matter has been resolved between MinuteClinic and *********************.

Customer Answer
Date: 07/17/2024
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 # ********...YET. They claim they will mail me a check, but it will take 4-6 weeks (which is ridiculous since I am out almost $300 and times are tough.)
May we keep the complaint open until I indeed do receive a check from them and then I can close it or accept it? I am not sure how this works. Thank you for your time and effort.
While I was on the phone fighting for my money last night (for one and a half hours), that is when I lodged this complaint with the BBB. I told them I was lodging a complaint and the girl noted it. Right after that, she said came back on the line and said the specials team could issue me a refund.
They could not put the money back on my debit card because I cancelled that card immediately thinking someone used my card. There was no way I was going to offer them my new debit (nor will I ever.)
Thank you so much for all of your help. Much appreciated!
Regards,
*********************

Business Response
Date: 08/13/2024
This is considered closed by Minute Clinic, Pt as received refund check and cashed.
Initial Complaint
Date:07/15/2024
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.
I am employed by a Maryland-based company, but I live in *****, **. Recently I had to get a Varicella Vaccine series. I got the first shot in May, 2024 in ********, because I was there for work. Approximately 30 days later, on June 7th, I got the 2nd shot at the MinuteClinic at CVS in ***************. When I arrived, I told the nurse practitioner that I had received my first shot at a MinuteClinic in ********. She did not look at my insurance, and said that as long as it was on file, I was good to go and confirmed that the vaccine was covered by my insurance. She then offered me a tetanus booster. She assured me this would also be covered by my insurance and thus, cost-free. I accepted. This week, I received a bill dated July 7th for just under $400 because neither the Varicella Vaccine nor the Tetanus booster were covered by my insurance. I am absolutely floored that this could even be legal. Why would I be on the hook for $400 after being told by a care provider that the services I received would be free? This is such a negligent business practice. I insist that MinuteClinic covers the cost of these services because they were rendered under false pretenses.
Business Response
Date: 07/16/2024
Thank you for your letter concerning Ms. ************************** I am pleased to report that this matter has been resolved between
MinuteClinic and **************************
Customer Answer
Date: 07/23/2024
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 was directed by the business to appeal/request a billing adjustment with my insurance company. I have, but I have also been advised that they are likely not to approve it because I do not have out-of-network coverage with my HMO. I did not know this, as I live in ** and have had other medical services performed here covered. MinuteClinic should not have told me I was covered for the vaccinations if I was not. I would never have agreed to get my vaccination there, let alone a tetanus shot I hadn't even planned on getting, if I had known I did not have coverage. This is an error on the part of MinuteClinic and they should make it right.

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: 07/29/2024
Thank you for your letter concerning Ms. ************************** I am pleased to report that this matter has been resolved between MinuteClinic and **************************
Business Response
Date: 07/29/2024
Thank you for your letter concerning Ms. ************************** I am pleased to report that this matter has been resolved between MinuteClinic and **************************
Initial Complaint
Date:07/15/2024
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 am writing to file a complaint against Minute Clinic at CVS in ********, **, regarding an unjust bill I received following my visit on May 6, 2024.On this date, I visited the clinic seeking medical attention for shoulder pain. As a self-pay patient without insurance, I sought an affordable and straightforward consultation. However, after a blood pressure check, the staff insisted on calling 911, despite my explicit refusal due to financial constraints.Their insistence led to an unnecessary ER visit, resulting in thousands of dollars in medical bills. Moreover, my shoulder was neither examined nor treated at the Minute Clinic. Despite providing no actual medical service, I received a $99 bill from them, which is entirely unjustified.Given these circumstances, I am requesting the Better Business Bureaus assistance in having this $99 bill waived. The clinic failed to provide any treatment for the condition I sought help for and instead caused me significant and unnecessary medical expenses.
Business Response
Date: 07/25/2024
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:07/11/2024
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.
Went to cvs minute clinic on January 31 for self pay testing had no insurance. They told me the price and I payed up front. 4-5 months later I saw minute clinic took an additional $80 out of my bank account no bill was sent. I called and they said that the visit cost more than I initially payed. The time of visit they told me that I would only be charged the amount I payed at the appointment as I had no insurance coverage. I called to seek clarification and they told me they would look into the $80 dollar charge and for me to call back in two weeks. On 6/9 I received a check for $40 which was half of the $80 they charged me. I called on 6/11 and told me they had over charged $40 when they withdrew money from my account without sending me a bill and without permission. They told me they would send my complaint for senior management to look into. It doesn't make sense that they are now telling me my appointment cost more money then I originally pay and when they took money out the second time they over charged me $40. This is bad business practices I believe they are trying to nickel and dime me and see what they get away with. If I had not called about the additional charge they would have an extra 80 dollars. CVS minute clinic is stealing money from hard working people. Extra charges have happened to other people as well.
Business Response
Date: 07/15/2024
Thank you for your letter concerning *******************************. I am pleased to report that this matter has been resolved between MinuteClinic and *******************************.
Customer Answer
Date: 07/19/2024
[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:07/10/2024
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 the Minute Clinic for a quick test paid 140$ to be seen for 11 minutes to give them a urine sample to test which they tested right there said nothing was wrong. I now have been getting a bill from a lab for 35$ which I didnt understand what the 140$ went for . So I paid it now today ** getting another 35$ bill from CVS the billing lady I spoke to said this was an additional charge. They are trying to collect money that is false . Please look into there operation because they have people's personal info and over charging people and also sending info to outside labs that in return also start billing you.
Business Response
Date: 07/21/2024
Thank you for your letter concerning your bill. I am pleased to report that this matter has been resolved between MinuteClinic and ******************. An email was sent to ****************** letting her know she was at a zero balance.
Initial Complaint
Date:07/08/2024
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.
My family and I all visited the travel clinic for vaccinations. We were required to pay at the time of service. However, after the vaccinations we got bills and we paid those too.After another month, they started spamming my email and cellphone (SMS) saying I had unpaid balances, even though we had paid everything. I do not know what these bills are, and I cannot actually look at them, because their 2FA system has not been working for me for the last 2 weeks. I am similarly not able to log into their system. They do not have any way for me to contact them on the Internet. The only thing they offer is a telephone line, but it's understaffed and I have wasted hours waiting on hold, but have not been able to talk to anyone yet.So despite the fact that I paid them essentially twice for each of us--at the time of service and a bill afterwards--they are now still saying I owe them money, but I can't access how much they think I owe them, and they don't have any way for me to talk to anyone about it.This sort of billing practice with no responsiveness seems really unethical. They need to be transparent about billing and actually provide a means to discuss it with them.
Business Response
Date: 08/08/2024
Thank you for your letter concerning
billing. MinuteClinic has made several attempts to reach Kris Chaisanguanthum 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:07/08/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Went to MinuteClinic on 3/20/24 (store # *****). Provided copy of health insurance card and paid my $20.00 copay at time of visit. The claim was submitted to my insurance and denied due to "Under your plan, benefits are only available when a network provider is used." After speaking with the insurance company, they stated the facility is in fact in network and CVS Minute Clinic needs to resubmit. CVS Minute Clinic would not despite multiple phone calls. I appealed the decision directly with insurance and they upheld their original decision. Meanwhile I am being billed from CVS Minute clinic for the cost of the visit and this is in fact a covered service. Minute Clinic won't resubmit and my insurance won't process until the claim is resubmitted correctly by Minute Clinic. I do not want to be sent to collections due to CVS Minute Clinic's unwillingness to submit a claim correctly. Any help would be most appreciated. Thank you.
Business Response
Date: 07/20/2024
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: 07/22/2024
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.
[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.
There have been no phone calls or attempts to contact us regarding this complaint aside from our initial conversation, which was on 7/11. **************** said she would return the call and by 7/15, no phone call has been received yet.
Regards,
*******

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