Business Profile

Clinic

MinuteClinic, L.L.C.

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for MinuteClinic, L.L.C.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

549 total complaints in the last 3 years.
235 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:04/09/2024
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,
*******
Initial Complaint
Date:04/04/2024
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.
CVS Minute Clinic wrongly billed me twice for a visit that should've been covered by my insurance. One of the times I paid at the clinic, then the other time I was sent a bill in the mail. I didn't pay it and it was sent to collections, however they're continuing to also try to bill me for it. I filed a complaint with the **************** of ********* against both my insurance and CVS Minute Clinic and it was found that the visit should've been covered, but CVS billed it incorrectly. Once that was resolved, CVS was paid by my insurance on 8/10/23, yet I still haven't been refunded for what I paid, a bill was sent to collections, and CVS is also still trying to collect on payment. I want to be refuned for what I paid and I want the balance cleared.
Business Response
Date: 04/12/2024
Thank You for your letter concerning ******************.. We are still working on a resolution and I am in contact with the patient. Thank You,
Customer Answer
Date: 04/21/2024
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.
Please keep the case opened as this is still not resolved. CVS last said theyre waiting to hear from the insurance, but Im hoping they have by now and can offer a proper resolution. The insurance contacted me this past Friday and let me know that theyll contact CVS to ensure that the check that CVS already cashed will be applied to my account. They also said theyll let CVS know its a covered service and I should be refunded by CVS what I paid, which still hasnt happened. Thanks

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: 04/29/2024
Thank you for your outreach. MinuteClinic has contacted the patients insurer, who confirmed that the claims were denied as out-of-network. ************* plan advised that the patient would need to contact them to obtain an Explanation of Benefits. MinuteClinic considers this matter closed.
Customer Answer
Date: 05/12/2024
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.
Is it possible to reopen complaint #********? The business contacted me and claimed that they were working with my insurance to apply credit to my account for the check my insurance sent to them. I was waiting to hear back from them and they told me they were working on it, but now theyre not responding to me. Theyre not even acknowledging anymore that my insurance sent them a check and instead claimed in their last response to the BBB that it was denied due to out of network despite my insurance sending them a check and the rep who reached out acknowledging this. ********************* from CVS had reached out to me and claimed he was getting the checked credited to me and would reimburse me, but this never happened and hes now ignoring me. He told me theyd resolve it off of BBB because it would take longer, but then they leave me hanging for 10+ days with no response.
Business Response
Date: 05/13/2024
Thank you for your letter concerning *************************. I advised ***************** to contact me or to provide my contact information to insurance as we cannot post a payment from insurance without an Explanation Of Benefits. I don't have any missed calls or voicemails from either.Upon review, we received a call from her insurance on 4/26/24 and dated the same day. the *** was attached so a refund was issued to the credit card minus patient responsibility. No further adjustments will me made without documentation from her insurance. Minute Clinic has resolved the Complaint with ******************. thank you.
Initial Complaint
Date:03/29/2024
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.
Minute Clinic failed to correctly submit the bill for a flu shot I received on 10/31/2023 to my insurance company. I was informed by Minute Clinic's billing staff on 12/22/2023 that I received a check from the insurance company. I told her that was incorrect and that BlueCross BlueShield was requesting a resubmission of the bill with the correct code. She would not listen and was adamant, so I disconnected the call. Then, I called back and spoke with a different representative and staff from BlueCross BlueShield, who explained the issue to the representative and requested a resubmission. On 12/29/2023, the insurance requested resubmission again, and Minute Clinic failed to do so. In March 2023, Minute Clinic referred my account to a collection agency, which was frustrating and humiliating. Today, 3/29/2024, I spoke to a representative from Minute Clinic, who says my account is in review; however, the issue is not resolved. Please see the bills from Minute Clinic, ********************** (Debt Collector), and the Explanation of Benefits from BlueCross BlueShield.
Customer Answer
Date: 04/09/2024
I have not heard from the business in response to my complaint.
Business Response
Date: 04/28/2025
Thank you for your letter concerning ******* ******. MinuteClinic has made several attempts to reach Donneth via telephone. MinuteClinic has also sent Donneth a letter advising them to contact us should they like to resolve this matter. Please have Donneth contact ***** *****,Coordinator, Customer Relations at ************ or email ************************* for any further questions.
Initial Complaint
Date:03/27/2024
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 went to Minute Clinic LLC in ** on 12/1/23 for a strep and covid test. My insurance is already in the system and I paid my copay and a separate payment for the Strep test. I got a bill form them shortly after for $234 stating my claim from BCBs was denied. They charged my credit card less than 24 hours later. I called ********** on 2/2/24 and the **** rep spoke to Minute Clinic to clear up the issue. Minute clinic confirmed they were sending the correct information and claim to **** and i would be credited the difference within 4-6 weeks. I received no update nor check so i called 3/27/24 for an update. called minute clinic first and they say credit was pending and they were waiting on payment from ****. Called **** and they stated they still have no claim. Called minute clinic back and despite the **** rep providing my **** information on 2/2/24 to minute Clinic, Minute Clinic still sent my claim to Amerihealth (i have never had Amerihealth) and that's why the credit is still pending. Not only was my patient information submitted incorrectly the first time..they also resubmitted my info to the wrong carrier. One the phone for last 2 hours trying to rectify with Minute Clinic- transferred to billing department...still researching. unable to provide answers as they said their system defaults to certain providers...despite corrections. Rep only states they will see if they can approve resubmitting the claim.
Business Response
Date: 04/04/2024
Thank you for your letter concerning a billing issue. 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 Ms. ***************** contact ************
Initial Complaint
Date:03/19/2024
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 $735.00.I went there last year in December, to get *************, MMR vaccine, and Varicella vaccine, 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 those vaccines with my insurance also I explained to her that I am a student, I don't work and that if my insurance would cover it or if there will be any charge before we continue with the process, she took her time to look on their system and clarify to me that there will be no charge for me, they will go through the insurance (ambetter) so we continue with the appointment and I got my vaccinations.Then this year I got a billing from Minute Clinic saying that my 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 and I told her about my student condition I do not have all that money to pay for it.... and I told her also that if my insurance would not cover it I would not get the vaccines there. Please I need your help solving this issue for me because I tried to call several times to Minute Clinic to submit this claim and they always make me wait in line for hours and never give me a solution not even a claim number or reference number from the call... It's like they don't ever want to register my claim In the attached files I am submitting the documentation where it said that I owe $0 from that visit, my photo IDs (I recently got married and changed my last name), and my insurance card I really appreciate it if you could help me solve this issue.
Business Response
Date: 03/21/2024
Thank you for your letter concerning ************************* . I am pleased to report that this matter has been resolved between MinuteClinic and *************************
Customer Answer
Date: 04/14/2024
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.

They called me and asked me to submit the claim trough my insurance pharmacist, so i called my insurance and they told me that its minute clinic who has to send this to them, not me. so the issue is not solved at all
Business Response
Date: 04/15/2024
Hi Thank you for reaching out regarding ***************************. I reached out to her by phone to advise when she calls her insurance, they need to allow her to self submit a claim because she did not go to a pharmacy, Since we are not a pharmacy we cannot submit her claim. ************* can reach me at ************ for further details. I have her acct on a 30- hold while she gets her claim processed. thank you.
Customer Answer
Date: 04/18/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[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
I already called my insurance, they informed me that is the Minute clinic who has to do the claim through out the insurance pharmacy not me, since it was Minute Clinic fualt of their missinformation, I need them to solve this issue. I can not pay that amount, thats why I was very very specific with the front desk person at Minute clinis about the coverage of my insurance and she said that it was verified and the insurance will cover it. Also I got the receipt where it says that I dont owe anything for that appointemnt neither for the vaccines, in the attached files I submit are the proofs.
Regards,
******
Initial Complaint
Date:03/18/2024
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 stopped by minute clinic (*****************************************************) to ask if they provide a steroid injection. Few days before that date, i was seen by my doctor and diagnosed with Flu-A. My doctor prescribed with proper medications. However, i asked the lady if they provide steroid INJECTION to decrease my cough and lungs inflammations. The lady said that i have to be seen by a practitioner. I took this as a positive answer as it sounded like it and proceeded with an appointment. I was seen by a practitioner for a blood pressure reading, weight and tall measurements, heart beats etc to ONLY be told that they dont provide steroid injection!!!! The lady charged me 139 USD to prescribe me prednisone (which i figured i already have). Waste of time and money!
Business Response
Date: 03/27/2024
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:03/14/2024
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 1/31/2024 my son, *************************, visited *** due to having a low fever and low energy. The *** practitioner was kind and professional and did a test for flu as well as Covid. Previously Covid tests were covered 100% by insurance but that had changed (since May 2023 we later would find out). We did not authorize the Covid charge, but understood it to be free so did not do anything to prevent it. We later received a bill showing *** charged $120 for the Covid test and insurance reduced the billable amount to $96. We called and asked *** to waive the fee as a one time courtesy since before it was covered and we did not authorize, want or need the Covid test (we have Covid tests at home we could have administered at no cost). I was on two calls with *** totaling about 3 hours time. The customer experience was poor although both ladies I spoke to were kind and trying to do what they could to get the charge removed. *** even was on a call with my insurance to get clarification (for about an hour), but in the end it was *** decision not to waive or reduce the fee. The only recourse offered was to call the *** complaint line.I learned the change in how consumers are affected by Covid tests made national news in May 2023 and would expect both my insurance and *** to make an effort to caution consumers before ordering a Covid test. Written authorization should be a requirement and did not occur. I am very dissatisfied of the amount of the charge, the lack of authorization and poor customer experience.
Business Response
Date: 03/21/2024
Thank you for your letter concerning billing matter. 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 ************ or refer to the number on the letter that was sent by email.
Initial Complaint
Date:03/12/2024
Type:Sales and Advertising 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 December of 2023 I had a double ear infection. I went to the minute clinic and received services and medication. The nurse told me and made and appointment for me to come back December 19, 2023 and have my ears cleaned. I arrived on that day and the nurse on duty that day said she couldn't clean my ears till I was finished with the medication for 2weeks. She didn't take blood pressure or any other vitals. I left with no services performed. CVS proceed to bill my insurance and then sent me a bill for $50.00. I called and requests that the billing be reversed and cancelled as there were no services performed and apparently she had written that on on the form she processed with the company, per a representative that I spoke with on my first call to to CVS customer service.I have been waiting 3 months for the company to review and credit my insurance and reverse my billing. I have called many times with reference numbers.Today they said I owe because I walked in. Unacceptable! I did not receive any service!I now have to pay $50.00 for nothing! I have now transferred all my prescriptions out of CVS.Also I had called to get my prescription of Insulin. the tech said they didn't have it in stock and that he'd called another cvs pharmacy for me. He NEVER DID! I was with out my LIFE SAVING insulin for the night. I called Corporate and all they could say was we are sorry. Disgusted how they treat patients and customers!I will never step foot in CVS again.
Business Response
Date: 03/19/2024
Thank you for your letter concerning billing and CVS Pharmacy. 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 ************
Initial Complaint
Date:03/08/2024
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 was told by physician that I would not be charged for a Covid test because I had symptoms. Then I was sent a bill for $135.23. I have called minuteclinic and they told me the charge was valid. The appointment site through CVS does not warn you whether you are going to a pharmacy where insurance covers these test or minute clinic where they charge for an office visit. However, I asked before the appointment whether I would be charged and was lied to by the representatives at location. This is very predatory and deceptive.
Business Response
Date: 03/18/2024
**** you for your letter concerning *******************************. I am pleased to report that this matter has been resolved between Minute Clinic and *******************************..
Initial Complaint
Date:03/06/2024
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 had an issue with my insurance wanting to pay this bill and it ended up going to collections. Finally, my insurance (Caresource) paid Minute Clinic around December time but Minute Clinic has not informed TSI which is the collection Agency of the payment. My account is still on dispute with ***. I called minute clinic and they said they would let them know but they still have not done it. This debt is already paid and all TSI need is for minute clinic to let them know of the payment. I included the original letter from Minute clinic and TSI. On the minute clinic letter it states the code and if you go on the website, it will tell you that it is fully paid for. This is just a matter of communication so my debt that it's already paid gets off my record.
Business Response
Date: 03/11/2024
Thank you for your letter concerning a balance on her account. ********************** has made several attempts to reach Rivera via telephone. MinuteClinic has also sent Ms. ***********;a letter advising them to contact us should they like to resolve this matter. Please have Ms. ******************* ************
Customer Answer
Date: 03/11/2024
[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 talked to *** today and they confirmed that my account was close on March 7th, 2024. 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,

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

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