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:06/15/2024

  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.

  I have Champ VA medical coverage as a primary insurance ince 2021. I have received harassing collection attempt to pay a visit to see the doctor back in January 2024 for the entire office visit for $139. As a dependent of a veteran I have a family copay maximum of $50 yearly and all other fees associated with health care are not allowed to to be charged. The united clinic billing office fails to bill this properly woth their EFT code to Champ VA. And they get denied payment. I have called the management team and told them that ** spent hours on the phone between calli g them waiting and ***** VA getting their explanations then passing on that information to Minute Clinic several times. The bill remains outstanding and it's June 2024. The billing team doesn't tell me the truth. One rep said that the reason they were denied payment was because ***** VA said that I have another insurance?!!! Impossible as I haven't changed **bs in 5 years. They can't figure out the new billing protocols at Minute Clinic which ** longer allow the patient to receive a check that is the. cut to them and they only pay by checking account directly to the medical provider now and since I have been attempting tonget this company to bill properly I am getting automatic notices to pay the office visit in full anyway over and over for 6 months.

  Business Response

  Date: 06/20/2024

  This matter is considered resolved between Minute Clinic and Ms.Summer ********.

• Initial Complaint

  Date:06/14/2024

  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.

  On January 30, 2024 I went to the Minute Clinic Diagnostic of ************** at their ********************** location for a checkup because of an intense sore throat which did not resolve with over the counter medicines. I was worried about a strep infection which would have required more specific treatment. The nurse at the Minute clinic-***************************, decided to run 3 different tests, not just the Strep test. She did a covid19 and a flu test besides the strep test. I had reservations about this and asked her if the covid19 test she was using has been properly validated and approved. She responded "Yes". She determined the covid19 test was positive, while the others were negative. After this she offered me no treatment recommendation at all, I left just the way I came in, with the same unbearable sore throat. I requested information regarding the covid19 test and upon checking it I found out that it was not a test properly validated and approved, therefore its result is irrelevant. *************************** either lied to me regarding the test, or she did not know much about it, therefore she is professionally incompetent. Three months later I was charged $166.22 for these tests, after I already paid $82 for the visit, which I also consider an overcharge since the healthcare provider did not provide me with any care, but ran useless tests, so that the clinic can make as much money out of my visit as possible! I have contacted the Minute Clinic twice and I offered to pay just the strep test portion estimated at $35.09, but I was ignored. I tried but was not able to reach a manager to discuss the situation. While on hold waiting for a manager to get on the call, they just hung up on me. At this time they have sent the $166.22 bill to a collection agency, ********************** (TSI). I was not treated for my symptoms but instead overcharged for useless tests, misinformed about the tests' validity, not given any information about extra charges for these tests and now ignored.

  Business Response

  Date: 06/27/2024

  This matter is considered resolved between Minute Clinic and *****************************************. 

• Initial Complaint

  Date:06/08/2024

  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.

  After a very unprofessional and unethical encounter with the nurse practitioner--*******************************, whom I will report to the nursing board--at MinuteClinic Irvine on February 27, 2024, I was charged $259 for a typhoid vaccine and visit despite 1) never receiving any services, consultation, or shots, and 2) the ** agreeing to cancel the visit and any resulting charges. That same day, after I still received a bill and visit summary, I called MinuteClinic to dispute the charge, file a complaint against the **, and remove the vaccine from my medical record. The bills kept coming, and when I called again, the customer service rep said I never called, which is ludicrous because I have it in my phone log. After much holding and escalating, she said someone from the clinic would reach out to me. The guy who did reach out a couple of weeks later was indeed helpful and promised to strike the medical record and escalate the case to get my charge dismissed. He said it might take a couple of weeks to reflect the change, so I ignored the next bill that came in. One month after the call, however, I receive a letter from a DEBT COLLECTOR for this charge, despite my visit summary/medical record now reflecting, thanks to the last gentleman, "ERRONEOUS ENCOUNTER-DISREGARD." I request for MinuteClinic to cancel my charge, with this reflected IN WRITING/on the billing portal, and get the debt collector to stop harassing me.

  Business Response

  Date: 06/11/2024

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

• Initial Complaint

  Date:06/04/2024

  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.

  HI-I went to Minute clinic for a rapid covid test. (Unfort my home kit had expired and I should have just bought another should i had known this was going to happen!)In the past- during covid, i had several rapid covid tests at CVS/minute clinic (different locations) and the test took a moment and i received the result and insurance covered the test.Last January, after being exposed to covid, i went to this Minute Clinic for a test and was told it was "mandatory' to first be seen by a nurse and that "all was covered by insurance." I told them that I didn't want to see a nurse, just a test but they insisted, saying it was the "procedure" and again confirmed insurance covered all. ***, but i needed the test so I sat down with the nurse and answered ridiculous questions that were all so odd and irrelevant to "just a rapid covid test."Finally, I got the test (negative) and left only to get a bill for the "nurse visit."This is deceptive practice Minute Clinic implemented to get more money. Not only were my patient rights violated because I was lied to--it's not mandatory to have a nurse visit for a covid test. Now i'm stuck with a bill for something i didn't want and didn't have to have. It's "optional" to see a nurse, not required for a rapid covid test and Minute Clinic requires it.They got paid by my insurance for the test. Now they are sticking me with more money.

  Business Response

  Date: 06/12/2024

  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: 06/12/2024

  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,

  Nan

  My response is that Minute Clinic is not telling the truth.  I did respond to their calls.  In fact I spoke with the caller and explained the matter and she held her ground, and no resolution could be reached.  I stand with my original complaint that Minute clinic practices are "deceptive."  I just went in for a covid test and was mandated to have a "patient visit" with a nurse and do a bunch of non-related stuff in order to get a covid test.  I was told this was mandatory.  It's NOT and never was.  I was also told insurance covered all--it didn't.  During *****, I never paid one cent for a covid test NOR was I forced to see a nurse.

   

  Business Response

  Date: 06/20/2024

  MinuteClinic attempted to contact ******************* on multiple occasions.  Four voicemails were left in total, directing her to contact a specific call center representative to discuss further.  Mrs.Carrolls charges are valid.  MinuteClinic does not offer stand-alone Covid-19 testing.  MinuteClinic considers this matter closed.

  Customer Answer

  Date: 06/21/2024

  ************************* response to the 6/20/24 email.

  Minute Clinic is lying stating they left four Voice Mail messages.  I did receive one VM prior to my complain with *** and called "********" and spoke with her and we could not come to a resolution, thus I proceeded to file a complaint with ***.

  After filing the complaint, ******** called me and we spoke.  Yes, the two of us had a verbal conversation and I told her I had recently NEVER received any VM messages from her or Minute Clinic.  But the truth being, I spoke with her/******** who is some sort of nurse there and again, we could not come to a resolution that my patient rights had been violated by refusing to accept my refusal for a nurse visit.  So any response from Minute Clinic stating I never returned calls is a LIE.

  I stand by the truth .

  *********************

   

   

   

  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,

  Nan

   

   

• Initial Complaint

  Date:05/25/2024

  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.

  On April 7, 2024, I received a vaccination from MinuteClinic. Note that MinuteClinic is a covered provider by my insurance plan. I provided all of my insurance info prior to and during my visit. Despite this, MinuteClinic charged my credit card for the full cost of my visit immediately after the visit. After several phone calls with MinuteClinic and with assistance from my health insurance plan, a claim was filed by MinuteClinic and paid by my insurance with $0 required from me as my share of the insurance claim. When I called MinuteClinic to follow up on this, they were unable to locate the insurance payment and requested a copy of the explanation of benefits from my insurance plan. I provided this via email as requested. I have not received an update from MinuteClinic about this, nor have they responded to my attempt to follow up with them on the status of this. At this point, I am requesting that the $189 be refunded, as this was charged without my consent and in violation of their agreement with my health insurance provider. Per my health insurance plan, MinuteClinic has been paid by them for the service and my portion of the payment is $0.

  Business Response

  Date: 05/28/2024

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

  Customer Answer

  Date: 05/29/2024

  [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:05/24/2024

  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 had an issue with the billing for my two sons' Typhoid Vaccine at MinuteClinic. Despite multiple calls to both MinuteClinic and my insurance, the incorrect bill was not corrected. The problem arose because only one son's bill was sent to insurance, resulting in no discount or adjustment being provided for the other son's bill. Furthermore, I was misled by MinuteClinic as they sent two separate bills for the same vaccine, even though both of my sons received it on the same day and nearly at the same time.

  Business Response

  Date: 06/03/2024

  Thank  you for your letter concerning ******************************* .  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:05/23/2024

  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.

  On April 17, 2024 I went to the Minute Clinic on ******************************************************************************************** for a ************************ Practitioner *************************** submitted a claim to ******** Part B on behalf of minute clinic. The Meningococcal B vaccine is not covered by ******** Part B, but is covered by my ******** Part D drug plan with WellCare. I received a denial from ******** Part B for this claim submitted by Minute Clinic and called their customer service department to advise them that the vaccine is covered by my ******** drug plan. The representative indicated that minute clinic will not submit the claim to my ******** Part D plan with WellCare. This is entirely unreasonable since I have insurance to cover the vaccine and they refuse to submit a claim to the correct ******** of ********. I refuse to pay on any billing invoice for the meningococcal vaccine since it is covered by my ******** Drug Plan.

  Business Response

  Date: 05/24/2024

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

  Customer Answer

  Date: 05/29/2024

  [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:05/22/2024

  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.

  Went to MinuteClinic on 5/19/2024 store #***** *******, **. Provided a copy of my health insurance card, which they also previously had on file and is scanned at every appointment. Paid my $35.00 co-pay on the spot at the time of service, but then for reasons unknown on 5/22/2024 was billed an additional $157.00 to my credit card without my consent and without explanation. I called the billing department and spoke with ******** who told us, at first, she did not see insurance on file. I told her it was not possible, I had been there in the previous months with the same insurance and that I also provide the insurance card at every appointment. After some more discussion, ******** told me that she found the insurance on file, and that it was a mistake on their end, CSV minuteclinic had made a mistake and incorrectly charged me because the claim had not been submitted properly to the insurance company. ******** said she submitted the claim and fixed it, BUT that she could not reverse the charge on my credit card for the $157.00 because once CVS minuteclinic makes the charge, even if it's their mistake, that I now have to wait for the insurance company to pay them before they will send me a check. The policy is completely unfair, I want an immediate refund to my credit card. They didn't submit the claim properly, so now it becomes my problem. I have to pay the credit card bill and CVS minuteclinic gets to play with my money until they get around to sending me a check to fix their mistake. They had no explanation as to why the claim was previously submitted without issue and this time they submitted it wrong. I want the $157.00 refunded back to my credit card immediately, it was their mistake and I shouldn't have to pay for it until they get reimbursed from the insurance company. This seems to be unfair and deceptive trade practice as this has happened before, and I am not going to stand for this twice. Refund my credit card for the $157.00.

  Business Response

  Date: 05/29/2024

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

• Initial Complaint

  Date:05/20/2024

  Type:Order 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 an appt for a cholesterol screening test. I was told Minute Clinic screwed up and didn't pre-authorize with my insurance as they were supposed to do...and that my insurance denied the visit. I paid $70 for the visit. Now I keep getting another invoice for a $10 copay. Per my insurance Co., I should have only paid the $10 copay, not $70 + an additional $10. I have had multiple phone calls with Minute Clinic, my insurance company, and calls with both Minute Clinic and my insurance company on the line at the same time.EVERY, and I mean EVERY different person at Minute Clinic has told us something completely different as to why I should pay $80 instead of just the $10 copay which is required of me. They keep throwing in my face that I signed the ** waver, or ***************, or something like that. Which to them means they can indiscriminately bill me for anything and I am obligated to pay even though my insurance company keeps saying no way.I have already paid $70 to Minute Clinic, and per my insurance, they own me a refund of $60. Then on top of that, I keep getting a text to pay another invoice for the $10 copay to Minute Clinic. I have been lied to over and over by Minute Clinic. First I was told the bill was coded incorrectly, but then Minute Clinic's excuse was that was told to me by an outside person who they contract with to answer the phone so it didn't count. Then I was told the $70 was for an office visit. Then I was told the $70 was for prescription counseling. Then I was told the $70 was for preventative medicine individual counseling....none of those things occurred. I went in for only a cholesterol screening test.So as I type this I am on the phone again with Minute Clinic and my insurance. Now Minute Clinic is saying this must have been a system glitch. And they are going to have to ask for a complete coding review.

  Business Response

  Date: 05/23/2024

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

  Customer Answer

  Date: 05/23/2024

  [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 spoken to them as well, and they are going to look into this issue to see that it doesn't happen again, which is good since nobody should have to waste their time spending 6.5 hours on the phone being lied to. 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:05/20/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 7, 2023, I went to the Minutes Clinic on ************************, **. I had already taken a home ***** Test. I had a sinus infection and needed treatment quickly before a trip. The practitioner said she would be more comfortable if I took their ***** test since it would be more accurate. She said there would be no charge since my insurance would pay for it. I did not have *****. My insurance did not cover it.I have no bones with paying for the Office Visit. I do have a problem with paying for the ***** test i was pushed into taking under false pretences. There is no number to call to discuss charges. The number listed on the website is only if you want to pay the bill. They will not escalate your call or allow you to speak to a manager. This is an unethical practice and MinuteClinic should be called to task for it.

  Business Response

  Date: 05/21/2024

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

  Customer Answer

  Date: 05/22/2024

  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. 

  The issue is not yet resolved.  They are taking steps to try to get insurance to pay but it has not been paid nor has that amount been removed from my bill.  It is only in a 30 day review.  They did say they are instructing providers not to make this stetment to patients anymore. 
  
  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: 06/06/2024

  The patient has been informed that her insurance company is reviewing her claim.  The insurer advised that the review can take up to 30 days.  MinuteClinic cannot take any action until the patient's insurer completes its review.  Therefore, MinuteClinic considers the matter closed.