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

550 total complaints in the last 3 years.
237 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:04/21/2024
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.
To whom it may concern,On January 16, 2024 I went to the *** to get a COVID test at the direction of my doctors office. Then in March 2024 I received a billing statement from the *** MinuteClinic, MinuteClinic diagnostic of Nebraska LLC. The statement requested $194.27 as payment due amount (post-insurance settlement).I then called ********** Blue Shield on March 25 to ask why the whole amount had not been covered. They explained that they would only cover the actual cost, $63.73, but *** charged $120. This was further compounded by $139.00 of mostly uncovered established patient medium visit costs; insurance covered $4.00.*** is expecting me to pay $194.27 for a COVID test on top of the $64.73 that they already received. I didnt know that I was going to be charged anything as I had been tested for COVID for free before and no one disclosed the cost of this visit. Had I known, I would have bought an over-the -counter test for one-tenth of the cost.While I realize the cost of healthcare is high, the cost of this appointment with the MinuteClinic, and the associated testing, was disproportionate to the cost of that same test and additional price of services of my regular doctor. While I hesitate to use legal terminology, this strikes me as a kind of potential fraud that should be investigated. I should say that again, while I have no proof that anything fraudulent occurred, I believe these kinds of practices are suspicious and should be investigated. Thank you.
Business Response
Date: 04/22/2024
Thank you for your letter concerning a billing balance . I am pleased to report that this matter has been resolved between MinuteClinic and **************.
Initial Complaint
Date:04/18/2024
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.
Just within the two hours, I had the Nurse practitioner at the *** on **************** in *******, AZ refuse care due to insurance. I offered cash, card, check and even begged. They neglected and abandoned care- no vitals were taken to unsure my son was stable enough to refer, they simply told us to be seen elsewhere. Turns out, he was having trouble breathing and required immediate treatment. (At his primary now). He is currently receiving Albuterol through a nebulizer.
Business Response
Date: 04/24/2024
Thank you for your letter concerning your appointment. I am pleased to report that this matter has been resolved between MinuteClinic and *****************************.
Customer Answer
Date: 04/24/2024
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 have yet to hear back from a superior from Minute clinic. After making it clear I was disappointed hearing a representative insinuate that company Policy overruled the ethics and morality in practicing medicine, I was told I would most likely receive a call from the person running that particular minute clinic]

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: 05/04/2024
Thank you for the information regarding minor patient ***********************************. MinuteClinic has discussed the matter with the patients mother on multiple occasions and explained to her that, as a contracted ******** provider, we cannot accept cash pay for ******** services. The patient did not appear to be in respiratory distress while in the clinic; his mother confirmed this. We apologize for any inconvenience this may have caused,but MinuteClinic considers this matter to be closed.
Initial Complaint
Date:04/18/2024
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.
On November 10, I was seen by at MinuteClinic for my acute condition, provider suggested some bloodwork for diagnosis, due to unavailability of phlebotomist they asked me to come next day to draw blood. I did the same what I was asked now Im receiving the bills from quest as CVS coding my blood work as screening and not for the diagnosis purpose. I went there by myself multiple times., my insurance company called them, send them emails multiple times I sent them emails multiple times. They accepted that they coded blood work wrong but not fixing my bills. Im asked to pay $500 out of my pocket. I need the resolution as soon as possible before taking some other actions. I was told to send email to *** at ***************** send it many times with no response Ac# is 1446210A1658
Business Response
Date: 04/23/2024
Thank you for your letter concerning Mr. *******Alhuk . I am pleased to report that this matter has been resolved between MinuteClinic and Mr. *******Alhuk .
Initial Complaint
Date:04/13/2024
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 had a visit dated 7/24/. I was billed $69.45. My primary insurance, TRICARE, paid $35.45 on 7/28/2023 claim# **************. For months the Minute Clinic continued to harass me by calling me, emailing me, texting me and mailing bills for the $69.45 even though the customer service representative could see Tricare's payment. She said it wasn't credited properly. She had me talk to another department to correct the issue. That department requested I email them a copy of my TRICARE EOB to prove to them that they paid. I did so. After a few more months of harassment they started billing me my cost share of $34. I told them and confirmed with them that they had my information for my secondary insurance, Selman&Co, to file the remaining balance. They confirmed and said they would file the claim. After another month of the Minute Clinic emailing,texting, calling and sending me bills for the $34, I sent TRICARE's EOB to Selman&Co. On 2/19/2024, Selman&Co processed claim# **************** for the amount of $34 sent to the Minute Clinic. However, as of today the Minute Clinic has continued to request payment again emailing, texting, calling and mailing me bills for the $34. I am at a loss of what to do when both of my insurance companies, TRICARE and Selman&Co, have both paid and the Minute Clinic continues to bill me. I need help to get the Minute Clinic to properly credit these two payments for the bill for date of service 7/24/2023. I would appreciate any assistance you can offer.
Customer Answer
Date: 04/24/2024
They contacted me. Found the check and payment amount and tried to tell me that they didnt know whose bill it was for and that the money hasnt been received. I called ****** ** and they said if they can see the check number and amount then theyve cashed the check. Also an EOB comes with the payment so they know which patient and date of service it is for. ****** ** has put a check tracer on the payment. Said it takes 31 days to get the copy of the cashed check. So the matter is still not resolved.
Business Response
Date: 04/25/2024
Thank you for your letter concerning payment. I am pleased to report that this matter has been resolved between MinuteClinic and **********************.
Customer Answer
Date: 04/25/2024
[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:04/12/2024
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.
1/15/24 COVID test and Office Visit. As of today, 4/12/24 Minute Clinic Supervisor, **** will not refund the $139.00 paid up front via credit card. ****, Myself and insurance company was on a conference call where the ***************** stated to all of us that Minute Clinic has been paid all they are going to be paid for the 1/15/24 visit. Minute Clinic supervisor, **** is still refusing to refund until they again have an EOB from the insurance company.
Business Response
Date: 04/23/2024
Thank you for your letter concerning **************. I am pleased to report that this matter has been resolved between MinuteClinic and **************.
Customer Answer
Date: 04/25/2024
[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:04/11/2024
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.
On January 4, 2024 I was treated at a Minute Clinic / CVS Pharmacy for a sinus infection and also received a flu shot. The practitioner and the staff were professional, courteous and thorough. All medical coverage information was provided and accepted and I was told that all procedures would be covered (I confirmed this with an in-person, follow-up visit with the practitioner).The next month, and every month thereafter, I have received emails, automated phone calls and billing from MinuteClinic Diagnostic of Ohio, LLC / MC Diagnostic of **** / athenahealth requesting payment for the full amount of $419.00 for the procedures. The claim was never submitted to my medical provider - Medical Mutual and, in addition, I was double billed for the Influenza A+B Test ($50.00 billed twice).I called MinuteClinic Diagnostic of Ohio, LLC *************) numerous times, waiting on the unanswered line each time without success of reaching a billing representative. I also called numerous times and requested the option of a callback, which I never received. (I agree with many of the other on-line complaints that this billing department is unreachable.) I attempted to submit the claim directly to Medical Mutual, but did not have the Diagnosis Code, Procedure Code or Tax ID Number in order to successfully process.MinuteClinic Diagnostic of Ohio, LLC needs to remove the double-billed Influenza A+B Test and submit the claim to my medical provider: Visit $169.00, Influenza A+B Test $50.00, Fluad QIV $116.00, Vaccine Injection $34.00 for a total of $369.00.ID: *********** Billing Code: FCK2-6JCN-GDY-12TG
Business Response
Date: 04/18/2024
Thank you for your letter concerning ******************************************* has made several attempts to reach Mr. ******* via telephone. MinuteClinic has also sent Mr. ******* a letter advising them to contact us should they like to resolve this matter. Please have Mr. ******* contact ********************* , Patient Support Senior Coordinator at ************* discuss further.
Initial Complaint
Date:04/10/2024
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.
Child was seen 12/10/23. A $30 Copay was paid. Received an email invoice on 2/22/24 for the amount of $162.00 with no explanation as to the charges. Minute Clinic was contacted on the 2/22 for an explanation of the charge. Insurance was not submitted so I was charged the full amount. I was told insurance was resubmitted and would be reimbursed in 5-30 days. Followed up again on 3/7 after receiving and *** from my insurance stating **** was paid. Minute Clinic told me to follow up again in 15 days for reimbursement. Called on 3/23. Told the payment was pending. Called on 3/26 and was told the *** would need to be emailed to them. *** was emailed on 3/28. Followed up again on 4/9. Was told there was an issue in their department and to follow up again in ***** business days. Its been 6 weeks since first contact. I would just like my money back.
Business Response
Date: 04/15/2024
Thank you for your letter concerning a claim. I am pleased to report that this matter has been resolved between MinuteClinic and ******************** .
Initial Complaint
Date:04/10/2024
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.
My name is **************************, My claim is about a billing statement that I recently got from Minute Clinic CVS for some vaccinations asking me to pay $259.00.I went there this year in March, to get a vaccination. I made the appointment online and submitted my documents (ID and Insurance card) when I got there I did my check-in with the front desk person -- she asked me about my documents again and I gave them to her, she submitted all the info and I got them back, I specifically asked her about the coverage of the vaccine with my insurance also I explained to her that I if my insurance wouldn't cover it, I wouldn't get the shot. I got my vaccination inside the **** about 20 feet from the prescription desk. Then April 9, 2024 I got a text from the Minute Clinic saying that I owed $259.00 and insurance didn't cover it and that I have to pay for it, but I specifically asked the front desk and she confirmed there was no charge at all for me I refuse to pay for this since I was very clear with the front desk person. I am submitting the explanation of benefits I received from Premera telling me that this is out of network (even though CVS is in network).
Business Response
Date: 04/16/2024
Thank you for your letter concerning a billing matter. I am pleased to report that this matter has been resolved between MinuteClinic and **************.
Initial Complaint
Date:04/09/2024
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 April 1, 2024 I attended a virtual care visit through MinuteClinic for a women's health concern. The virtual practitioner canceled and refunded my co-pay because she would not be able to treat women's health over the phone and referred me to an in person minute clinic appointment. On April 2, 2024, I attended an in person minute clinic appointment in ********************. During his appointment, I articulating my women's health concerns to the intake nurse, who took my blood pressure and pulse and then stepped out to consult with a practitioner. Upon returning from consulting, the practitioner about the test needed to determine women health concerns. She directed me to wait in the waiting room to see the practitioner. After an extensive wedding. I saw the practitioner who then again took my pulse and blood pressure. I articulated again my women's health concerns, and she let me know that at the minute clinic they were not able to treat women's health concerns, and then I would have to go to urgent care. I expressed concerns about the fact that I was not notified at the beginning of my appointment, when I clearly stated that I I will need to be treated for women's health. I was not immediately directed to go to urgent care, but instead charge of $50 co-pay for unnecessary treatment that did not treat my concern. I called CVS patient support and billing to try to rectify the financial end of the situation as I would like them to follow the same protocol that the virtual care practitioner did up, not charging my self, or my insurance for services that they cannot render.
Business Response
Date: 04/15/2024
Thank you for your letter concerning your visit. I am pleased to report that this matter has been resolved between MinuteClinic and ******************.
Initial Complaint
Date:04/09/2024
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.
In an appt on 4/3/24 with CCS MinuteClinic. The nurse taking my blood for biometric screening dropped my blood soaked bandages and other items in the office trash bin and in the 2nd appt for prescription fills the nurse Practioner on duty advised me I could not utilize their clinic for chronic health issues even though it's advertised I needed to seek out a PCP. At the same time offering the services to a Hispanic family infront of me. Also the nurse Practioner started to inquire and explain things about my health that didn't come from me violating HIPAA. I have tried to resolve this with CVS Minute Clinic and have not received any callback after 3 attempts with CS who advises I needed to release personal information in order to review my file.
Customer Answer
Date: 04/21/2024
I have not heard from the business in response to my complaint.
Business Response
Date: 04/22/2024
Thank you for your letter concerning ******************** . I am pleased to report that this matter has been resolved between MinuteClinic and ******************** .
Customer Answer
Date: 04/23/2024
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.
[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,
*******
Hello,
I am rejecting the response because I do not know of any resolution done by Minute Clinic. ************************* contacted me and asked what happened and let me know she would reach out to the location. Nothing else has been done except ***** giving excuses for the employees and telling me it should not have happened and she is sorry. I expect some action behind the comments and behavior received from the clinic employees and customer service.

Business Response
Date: 04/29/2024
Thank you for your outreach concerning ******************** . The Legal team has contacted the patient and apologized for the patients poor experience. The patient expressed appreciation for the conversation.MinuteClinic will not be taking any further action and considers this matter closed.
Customer Answer
Date: 04/29/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
The rejection is due to MinuteClinic not holding their employees accountable for their actions. Violating me by discussing my medical records with an outside source and disposing ****** bandages improperly, rude and difficult customer service. More is need other than an apology. Also, the Sr *********** *********************** was not on their legal team.

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,
*******

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